Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. Whatever the reason, the data illustrates the importance of understanding what your particular customers want.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Retail TouchPoints

MARCH 6, 2024

At a time when acquiring a new customer is five times more expensive than retaining a current customer, there is another return on this investment that might be even more lucrative in the long run. Returnless refunds are improving the almighty customer experience, and in turn, their potential customer lifetime value.

Customer Experience 289

Customer Experience Shipping Costs eCommerce Improvements 289

Groove

OCTOBER 20, 2024

Correct Pricing : You'll want to price your products the same across all channels to avoid confusing or frustrating customers. Pricing discrepancies could lead to a poor customer experience or cause marketplaces to reject your items. See our case studies for examples of what different companies have accomplished.

Multi-channel 335

Multi-channel eCommerce BigCommerce Channel 335

Retail TouchPoints

NOVEMBER 29, 2024

for every $1 spent on influencer marketing, one study found. A 2023 study found , for example, that 70% of 28,500 Gen Zs and millennials surveyed across the United States, the United Kingdom, France, Germany, India, Mexico and the United Arab Emirates said that they prefer a “learn more” call to action to a “buy now” button.

Social Media 278

Social Media Beauty and Health Payment Services Consumer 278

Groove

OCTOBER 11, 2024

To succeed in this critical part of brand building, however, businesses need to expertly manage their websites and ensure that the content is optimized to deliver outstanding customer experiences. For many organizations, this is a struggle. For example, you might have a high transaction volume or make a lot of international sales.

Merchant Services 357

Merchant Services Payment Services Payments eCommerce 357

Forrester eCommerce

SEPTEMBER 12, 2023

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 457

Banking Customer Experience Customer Financial Services 457

Groove

OCTOBER 12, 2024

They include: Website Optimization Making sure your website loads quickly and functions correctly is crucial for both the customer experience and SEO. For specific examples, please see our case studies.

Management 343

Management eCommerce Order Fulfillment SEO 343

Retail TouchPoints

JANUARY 30, 2025

Just look at Bed Bath & Beyond once a retail giant, now a case study in what happens when companies dont evolve fast enough. But delivering a great customer experience hinges on more than just strategyit requires seamless user experiences (UX) at every touch point. That thinking is outdated.

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

Retail TouchPoints

JANUARY 28, 2022

Given that many of these expectations were first set by customers’ experience with Amazon , it should come as no surprise that third-party marketplaces have become a key tool for many retailers to meet these consumer demands. It’s a high bar. Concerns about product quality ( 46% ) and negative reviews ( 45% ) are the top reasons U.S.

Consumer 278

Consumer Customer Experience Customer Retail 278

Retail TouchPoints

NOVEMBER 27, 2024

According to a study by UC Today , 90% of consumers expect to have an omnichannel retail experience when we shop. They also want customer service channels such as chatbots and call centers to provide them with the same level of information and support regardless of how they choose to interact.

Events 277

Events Omnichannel Retail Workshop 277

Groove

JANUARY 13, 2025

With tools like AI, predictive analytics, and robust eCommerce platforms, businesses can streamline operations, expand their reach, and deliver superior customer experiences. Enhanced Customer Experience : Self-service portals and personalized recommendations empower B2B buyers to make informed decisions without delay.

eCommerce Platforms 385

eCommerce Platforms B2B Payment Services eCommerce 385

Retail TouchPoints

NOVEMBER 9, 2021

This predictive, real-time, digital experience is what enables retailers to demonstrate a better understanding of customers, improving the customer experience and satisfaction and ultimately earning loyalty in the process. She received her BA in Business Studies and Marketing from the University of Hertfordshire.

Customer Experience 290

Customer Experience Small Business Retail Customer Recommendation 290

Retail TouchPoints

FEBRUARY 28, 2025

From online stores to point-of-sale systems, ensuring smooth customer experiences relies on robust testing of software systems. By not using an API, retailers can expect to experience lost revenues, poor customer experiences, reputational damage and more.

Retail 191

Retail Customer Experience Operations Point of Sale 191

Retail TouchPoints

MARCH 25, 2022

The study discovered that work-based shoppers are more likely to be economically optimistic than home-based consumers. “It’s things like economic optimism , which is something you can’t see on the surface.”. Two-thirds of consumers can be categorized as either optimistic or skeptical, and these attitudes affect their spending levels.

Travel 297

Travel Consumer Retail Recommendation 297

Retail TouchPoints

DECEMBER 5, 2024

A separate NRF study found that for the 2024 winter holidays, retailers expect their return rate to be 17% higher on average than their annual return rate, a significant increase during a period when sales already are setting records. This would account for 16.9% of retailers’ annual sales in 2024, increasing from 14.5%

Customer Experience 162

Customer Experience Consumer Retail Customer 162

Retail TouchPoints

JULY 24, 2023

Among the personalized experiences that Next Gen appreciates are: Pre- or post-purchase assistance via AI and chatbots ; Notifications of relevant discounts ; and Being able to save preferences for quick reference and later access. In fact, the study found that 81% of Next Gen uses AI chatbot features as a kind of “shopping buddy.”

Social Media 246

Social Media Payments Payment Services Consumer 246

Retail TouchPoints

JULY 31, 2023

A recent study by IHL Group projects that the global cost of inventory distortion in 2023 will be $1.77 North America’s Retail Problems are ‘Ugly’ The IHL study examined inventory distortion in four global regions: EMEA, Latin America, Asia/Pacific and North America.

Shipping Costs 246

Shipping Costs Retail Supplies Improvements 246

Retail TouchPoints

JANUARY 8, 2025

Robots and automated technology are becoming a typical feature in the retail industry, with robots streamlining operations, reducing costs and improving customer experiences. With Amazon pulling back on their cashierless stores , we cannot depend on robots to completely take over the retail experience.

Retail 179

Retail Operations Technology Recommendation 179

Retail TouchPoints

MARCH 10, 2025

In fact, a study by Mind Share Partners in 2023 found that U.S. retail workers are more likely to experience mental health symptoms and for longer durations; almost seven in ten (69%) reported at least one symptom. Joe Szala is SVP at VoCoVo and has over two decades of experience in retail and grocery technology solutions.

Retail 253

Retail Technology Events Improvements 253

Retail TouchPoints

NOVEMBER 5, 2024

What might sound like an unlikely scenario happens all the time – a FIDO Alliance study found that U.S. Retailers can avoid this problem by tapping into customer authentication psychology. consumers abandon a purchase and stop accessing an online service because they can’t remember their passwords 4.76 times per day on average.

Payment Services 298

Payment Services Customer Customer Retention Retail 298

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience.

Retail 312

Retail Customer Experience Technology Operations 312

Forrester eCommerce

DECEMBER 29, 2023

New analyses from Forrester's Customer Experience Benchmark Study reveals subdued customer advocacy continues in 2023 as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

Improvements 259

Improvements Customer Experience Customer Customer Loyalty 259

Retail TouchPoints

JANUARY 13, 2025

From virtually trying on cosmetics to visualizing furniture in their living spaces, AR/VR helps ensure that the product aligns with customer expectations and how they plan to use the product.

Retail 298

Retail BigCommerce B2C Channel 298

Forrester eCommerce

FEBRUARY 18, 2020

labor force will be run by 18 to 35-year-olds by 2025, many studies (like this […]. And becoming more responsible for making purchase decisions while on the job. Whether you believe projections that most of the U.S.

B2B 449

B2B Customer Experience Marketing Customer 449

Forrester eCommerce

JUNE 25, 2020

Apple and Twitter have both been in the news over the past week because of the actions they’ve taken — or not taken — on accessibility, and the differences between the two are a study in contrasts. Twitter rolled out audio tweets, a feature it claims will “add a more human touch to the way […].

Customer Experience 435

Customer Experience Mobile Customer 435

Retail TouchPoints

NOVEMBER 14, 2024

While IBM’s study revealed an increase in businesses using AI and automation solutions extensively in their cybersecurity strategy, it’s still only around 30% for both retail and consumer businesses (up from 25% last year). Deploy AI and automation security tools.

Retail 277

Retail Payment Services Consumer Management 277

Retail TouchPoints

MARCH 7, 2025

The 2025 KPMG Modernizing Payments study, based on quantitative research conducted in September 2024, surveyed 690 retailers spanning multiple verticals in Europe, Asia-Pacific, the Middle East and North America. Additionally, 810 financial institutions took part in the survey, which included results and recommendations for both industries.

Payment Services 138

Payment Services Retail POS Fulfillment 138

Retail TouchPoints

JUNE 23, 2022

The companies hope this combination can help retailers manage the current labor crisis by reducing turnover — a study by Axonify found that 50% of frontline workers are prepared to leave their current jobs, with burnout being cited as the most common reason.

Operations 357

Operations Improvements Customer Experience Management 357

Retail TouchPoints

MARCH 4, 2024

The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience?

Payment Services 289

Payment Services Consumer Small Business Retail Banking 289

Retail TouchPoints

OCTOBER 31, 2024

Photo credit: Clarks // Super League Connecting Real People to Digital Products The Super League team conducted market research using its proprietary on-platform technology to determine the possible value of creating “digital twins” of Clarks shoes.

Games 278

Games Accessories Fashion Apparel 278

Retail TouchPoints

FEBRUARY 26, 2025

Fraudsters can steal employee credentials to expose customer data. Both kinds of incidents affect the bottom line and both can impact the companys image with customers. Another survey of online consumer attitudes found that 84% wont go back to an ecommerce site after a fraud experience there.

Payment Services 236

Payment Services eCommerce Shipping Costs Supplies 236

Forrester eCommerce

SEPTEMBER 26, 2023

How customers perceive a brand influences how much they are willing to spend with the brand; whether they will recommend it to others, and; how likely they are to forgive the brand’s missteps.

Banking 396

Banking Improvements Recommendation Customer 396

Retail TouchPoints

JULY 12, 2024

On the other hand, traditional retailers must reinvent their playbook to keep up with a customer experience driven by tech that evolves quickly enough to meet consumers’ rising expectations. This meteoric rise in cost further skews the oft-repeated rule that customer acquisition costs 5X more than retaining existing customers.

Customer Loyalty 286

Customer Loyalty Customer Shipping Costs Shipping 286

Retail TouchPoints

JULY 5, 2022

Whether that “New Normal” has arrived yet is open to debate, but a recent study from Publicis Sapient and Salesforce indicates that new headwinds — in the form of inflationary and inventory pressures — have shifted retail leaders’ focus once again, this time toward profitability. . UK, Germany and Australia.

Shipping Costs 323

Shipping Costs eCommerce Retail Merchant Services 323

Retail TouchPoints

FEBRUARY 12, 2021

The study draws on the expertise of its team of global analysts covering 100 countries around the world to identify the traits that will define consumer behavior this year. For that reason, a seamless, streamlined customer experience will be front and center. Here are five key takeaways: The 2021 Consumer is Craving Convenience.

Consumer 347

Consumer Omnichannel Events Customer Experience 347

Retail TouchPoints

DECEMBER 26, 2023

This insight takes center stage in our Baby Boomers & e-commerce: Understanding Generational Sentiment study, a survey of more than 1,000 consumers. It explores the distinct expectations of baby boomer consumers, including the significant influence of visual content on their shopping experience.

eCommerce 275

eCommerce Customer Loyalty Mobile Consumer 275

Retail TouchPoints

JUNE 26, 2024

BuyBack was the last piece of the puzzle we needed to help our customers fully participate in the circular economy,” said Ken Goldstein, Chairman and CEO of ThriftBooks Global. “It It takes a surprisingly complex set of algorithms to deliver an exceptional customer experience, and we’ve been studying the competitive landscape for years.

Books 292

Books Shipping Labels Shipping Customer Experience 292