Retail TouchPoints

SEPTEMBER 1, 2022

Desire Company CEO Eric Sheinkop discussed the survey results with Retail TouchPoints : Retail TouchPoints (RTP): What’s the significance of the fact that so many consumers doubt influencers even use the products they’re recommending? Reach can be bought, but experience cannot , and the survey showed this.

Consumer 318

Consumer Recommendation Marketing Retail 318

Forrester eCommerce

JULY 6, 2020

Digital customer experience has become a top-3 growing priority according to our recent COVID-19 Service Provider Pulse Survey. experiences on their digital channels using assets like video or even 3D renderings, an increasing number have turned to digital asset management (DAM) to better manage the […].

Customer Experience 435

Customer Experience Channel Management Customer 435

Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 259

Shipping Costs Customer Experience Supplies Improvements 259

Forrester eCommerce

APRIL 29, 2021

Most companies know they need to innovate in their products, services, and customer experience (CX) but struggle to do it well. To find out what they’re doing to overcome that challenge, we surveyed organizations about their business priorities — including specifically whether improving their ability to innovate is a priority.

Customer Experience 362

Customer Experience Improvements Customer 362

Retail TouchPoints

FEBRUARY 27, 2023

Faced with inflation that remains uncomfortably high despite a series of interest rate hikes, just over half ( 51% ) of retailers are planning to raise product prices — at least slightly — this year, according to the 2023 BDO Retail CFO Outlook Survey.

Supplies 250

Supplies Retail Customer Data Technology 250

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. But many of these tasks may just represent the low-hanging AI fruit.

Retail 307

Retail Customer Experience Technology Operations 307

Forrester eCommerce

DECEMBER 3, 2020

We did this for the 14 industries we cover in our CX Index survey. For all the details, you can check out our new report “How Customer Experience Drives Business Growth, 2020.” We just updated our calculations for how much business growth you can expect from improving CX.

Improvements 370

Improvements Customer Experience Customer 370

Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 293

Customer Experience Recommendation Consumer Customer 293

Retail TouchPoints

MARCH 11, 2024

While various surveys have indicated that consumers are less loyal to brands and retailers than ever, the KCI found that consumers are starving for the community and connection that comes with belonging to a fandom.

Social Media 260

Social Media Consumer Reference Definition 260

Forrester eCommerce

JULY 30, 2021

In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]. This is a great move for Qualtrics.

Customer 525

Customer Management Marketing Customer Experience 525

Forrester eCommerce

AUGUST 1, 2024

Modern Application Development Services Defined Clients want more autonomy to better control their own innovation and development capabilities to build modern and up-to-date custom applications.

Technology 460

Technology Customer Information Customer Experience 460

Forrester eCommerce

NOVEMBER 21, 2023

In our 2023 Data Literacy and Culture Survey, we uncovered key insights about the state of data culture in organizations. Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, datasets, and insights.

Customer Experience 459

Customer Experience Management Operations Customer 459

Forrester eCommerce

JUNE 3, 2024

Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.

Banking 243

Banking Customer Experience Customer Financial Services 243

Retail TouchPoints

JANUARY 16, 2024

Personalized experiences are one of the foundation stones of great customer experience, according to conventional wisdom. In some cases, personalization that’s too precise can underwhelm customers at best, and drive them away at worst. But is that true across the board? Not necessarily. Baby Boomers: Personalization?

Customer 282

Customer Improvements Consumer Recommendation 282

Forrester eCommerce

SEPTEMBER 27, 2023

According to Forrester’s Asia Pacific Consumer Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region. India is emerging as a powerhouse in mobile banking adoption.

Banking 388

Banking Mobile Consumer Financial Services 388

Retail TouchPoints

AUGUST 26, 2022

Inflation is affecting the back-to-school season in ways both expected and unusual. Parents are buying cheaper versions of their usual items ( 35% ), buying less of some items ( 32% ) and forgoing some items altogether ( 19% ), according to data from TransUnion.

Merchant Services 266

Merchant Services Apparel Books Consumer 266

Retail TouchPoints

DECEMBER 17, 2024

Although inventory visibility already plays a central role in meeting demand, maintaining service levels, and streamlining operations, its the combination of real-time inventory visibility and advanced search functionality thats reshaping your customer experience by delivering on transparency, control, confidence and reliability.

eCommerce 246

eCommerce Shipping Costs Supplies Fulfillment 246

Retail TouchPoints

JULY 5, 2022

Nearly four in 10 ( 37% ) of retail decision-makers said their ecommerce business is not meeting profitability targets in the Publicis Sapient/Salesforce survey, which was conducted in partnership with Ipsos. What the research found that was a little surprising to me was the importance of customer experience,” said Anderson. “If

Shipping Costs 313

Shipping Costs eCommerce Retail Merchant Services 313

Retail TouchPoints

JANUARY 29, 2024

While nearly two-thirds ( 65% ) of retailers responding to the 2022 survey had assigned in-store staff to these tasks, that percentage dropped to 56% in 2023. While just 45% of 2022 survey respondents outsourced deliveries to courier services, 57% did so in 2023. The percentage using third-party companies also rose, from 29% to 38%.

Fulfillment 282

Fulfillment Shipping Costs Omnichannel Retail 282

Forrester eCommerce

JULY 23, 2024

Do executives understand generative AI (genAI) better than consumers do? Nope — apparently not. Our research shows that among consumers, generative AI is poorly understood or not at all (see The State Of Consumer Usage Of Generative AI, 2024).

Consumer 284

Consumer Information Customer Experience Technology 284

Forrester eCommerce

SEPTEMBER 3, 2023

In the past few months since we completed the Forrester’s Annual marketing survey, I have been engrossed in finding patterns and correlations in the data about topmost priorities of CMOs globally, their challenges, growth objectives, key initiatives, technology usage, budgets, spending patterns and […]

Technology 418

Technology Marketing Customer Experience B2B 418

Retail TouchPoints

JANUARY 19, 2024

consumers are increasingly looking for deals and overall experience when shopping. Even further, recent survey data from FIS’ Global Innovation Report found that 83% of U.S. Even further, recent survey data from FIS’ Global Innovation Report found that 83% of U.S. Retailers cannot take this resilience for granted.

Payment Services 339

Payment Services Merchant Services Retail Customer Experience 339

Retail TouchPoints

JUNE 12, 2024

The Accenture Consumer Pulse 2024 survey revealed that just over half ( 51% ) of consumers already are open to using conversational AI solutions.

Customer 261

Customer Mobile Customer Experience Technology 261

Forrester eCommerce

MAY 11, 2022

Today, we have fresh data from Forrester’s Q2 B2C Marketing CMO Pulse Survey, 2022 — a cross-industry survey among 153 US B2C marketing executives, VP and above, at brands with at least 500 employees. We provided a list of 13 trending marketing priorities and asked respondents to indicate the degree to which each is a […].

B2C 341

B2C Marketing Customer Experience Customer 341

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 283

Payment Services Consumer Small Business Retail Banking 283

Forrester eCommerce

SEPTEMBER 20, 2024

We collected the scores by asking 18,058 European banking consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands they interacted with […]

Banking 221

Banking Recommendation Customer Experience Consumer 221

Retail TouchPoints

MAY 27, 2024

Key findings and surprises from Bizrate Insights’ January 2024 survey of 900 online shoppers provide a framework to view what is most important to the demanding online shopper. A look at the mindset of the online shopper relative to customer service should remind every retailer that they are only as good as their current interaction.

Customer 253

Customer Live Chat Social Media eCommerce 253

Forrester eCommerce

NOVEMBER 11, 2021

When we asked B2B marketing and brand leaders in Forrester’s 2021 Brand And Communications Survey if they act in […]. So it is perhaps unsurprising that we have a highly inflated sense of levels of trust, especially in our professional lives.

B2B 369

B2B Marketing Other Customer Experience 369

Forrester eCommerce

JUNE 27, 2022

Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships. In Forrester’s Q1 B2C Marketing CMO Pulse Survey, 2022, a whopping 76% of B2C marketing respondents said that they are […].

B2C 369

B2C Marketing Customer Customer Experience 369

Retail TouchPoints

DECEMBER 13, 2023

A well-designed store can create a memorable brand experience that strengthens customer loyalty. This is crucial considering a recent Publicis Sapient report on customer loyalty , based on a survey of over 8,000 consumers across six countries, revealed that 52% of global consumers report having slight to no brand loyalty overall.

Retail 307

Retail Customer Loyalty Social Media POS 307

Retail TouchPoints

OCTOBER 31, 2024

A recent global survey of 11,000 consumers found that over the past two years, the #1 way they use smartphones while shopping in physical stores is mobile wallet loyalty cards and coupons. With notifications, retailers can let customers know when they’ve reached the next level and offer special rewards such as double loyalty points days.

Mobile 284

Mobile Channel Marketing Consumer 284

Forrester eCommerce

DECEMBER 17, 2020

Bizrate Insights surveyed shoppers to find out how they are shopping this year. The holiday season is in the home stretch and we’re expecting US online holiday sales this year will top $173 billion – or fully 24% more than last year. With just a week left, some key takeaways from their data indicates that: […].

Consumer 362

Consumer Retail Customer Loyalty Customer Experience 362

Retail TouchPoints

MARCH 18, 2024

The 2023 pilot showed that the self-checkout experience was twice as fast at stores with the Express model compared to those without. “By Near-term advancements will address current limitations, enhancing customer experience and retailer security.”

POS 243

POS Payment Services Customer Experience Operations 243

Retail TouchPoints

NOVEMBER 22, 2024

But one survey found that nearly one in every two frontline employees are unhappy with their job due to low pay, inflexible hours, poor leadership and a lack of growth opportunities. Employee satisfaction plays a central role in store operations.

Management 273

Management Retail Merchant Services Operations 273

Forrester eCommerce

AUGUST 15, 2023

Every year, our clients at Forrester ask us about trends in customer relationship management (CRM) adoption. To help us answer these questions, Forrester fielded a survey to ask CRM decision-makers around the world about different aspects of their company’s overall CRM strategy.

Management 361

Management Customer Marketing Customer Experience 361

Forrester eCommerce

OCTOBER 4, 2022

Yet when I surveyed hundreds of business and IT […]. Before you do, you should know: CRM is a huge market. It is valued at $63.91 billion today and projected to grow to $145.79 billion by 2029, at a CAGR of 12.5%. Eighty-two percent of enterprises use CRM.

Management 361

Management Marketing Customer Experience Customer 361

Retail TouchPoints

SEPTEMBER 9, 2022

Corporate executives are prioritizing digital transformation — even ahead of tackling market and economic instability and accelerating growth for their businesses, according to a new survey conducted by Decentralization Deciphered (D2), a subsidiary of Emerald Holding, Inc. The rapid emergence and dominance of Web 3.0

Customer Loyalty 292

Customer Loyalty Consumer Goods Customer Experience Technology 292