Retail TouchPoints

FEBRUARY 9, 2023

Creating these unique customer journeys is easier said than done, especially for a retailer that touches so many varied consumer segments. “We’re The easy way to do it is to think about us first and just push our products, but that’s not really solving the customer problem.

Customer Data 237

Customer Data Customer Omnichannel Electronics 237

Retail TouchPoints

DECEMBER 17, 2024

The Army & Air Force Exchange Service (AAFES) , a retailer serving American soldiers, airmen, guardians and their families, has expanded its partnership with Manhattan Associates to include the solution providers AI-powered customer service chatbot. Related Reading: How AI Assistants are Already Reshaping Shopping

Customer 255

Customer Order Fulfillment Fulfillment Customer Data 255

Retail TouchPoints

JANUARY 17, 2023

And in consumer-facing businesses, a brand’s best customer may suddenly ghost them, disappearing without another word — or another purchase. When a Good Customer Relationship Goes Bad. In recent years, a customer-centric revolution has led brands to recognize the importance of understanding their best customers.

Customer 321

Customer Customer Data Other Marketing 321

Forrester eCommerce

AUGUST 26, 2020

CMOs are fully aware of the importance of customer data. The employee data tsunami is less obvious, though. Expect the lines between employee and customer experiences to blur. CMOs often own external communication, while chief human resources officers (CHROs) own internal communication.

Customer Experience 508

Customer Experience Customer Data Customer B2C 508

Retail TouchPoints

APRIL 22, 2024

In the not-so-distant past, customer experience (CX) was a straight line — a predictable journey from point A (the customer’s question) to point B (the company’s answer). AI enables engagement with customers in more dynamic and intuitive ways. Non-linear service powered by AI enables flexibility.

Customer Experience 330

Customer Experience Arts Customer Telecommunications 330

Retail TouchPoints

MAY 22, 2023

Tanger Outlets will deploy a customer engagement platform from Coniq to better empower its retail partners to deliver personalized and contextual offers to consumers. As Tanger continues its transformation, we believe omni experiences and customer data are critical to serve our retailers and guests alike.”

Customer 306

Customer Customer Experience Customer Data Improvements 306

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation. That’s a problem.

Customer Experience 298

Customer Experience Customer Channel Omnichannel 298

Forrester eCommerce

FEBRUARY 14, 2024

I’m pleased to announce the publication of The Customer Data Platforms In Asia Pacific Landscape, Q1 2024 report. This comprehensive report features 22 vendors with $5 million or more annual CDP revenue from the APAC market.

Marketing 459

Marketing Customer Data Customer B2C 459

Forrester eCommerce

FEBRUARY 23, 2024

The California attorney general’s office reached a settlement with DoorDash after the food delivery company sold customer data without proper notice or opt out controls. It got slapped with a measly $375,000 fine (for context, DoorDash’s stock price is $122 and change), but don’t brush this off as a one-and-done.

Customer Data 418

Customer Data Customer B2C Marketing 418

Retail TouchPoints

AUGUST 9, 2021

These days, the framework for marketing success is still being driven heavily by a company’s media plan rather than in the context of overall customer health. But for consumer brands, the ultimate measure of marketing success is in fostering a better relationship with the customer. Are existing customers sticking around?

Customer 299

Customer Multi-channel B2C Omnichannel 299

Retail TouchPoints

JUNE 10, 2024

Full-fledged fingerprinting around the internet is depreciating, and marketers and customers alike will soon notice, particularly in the retail and ecommerce space. With today’s emphasis on privacy, third-party cookie deprecation will inevitably impact your brand, marketing strategy and customers. Fortunately, this is easy to quantify.

Marketing 299

Marketing Customer Social Media POS 299

Retail TouchPoints

SEPTEMBER 11, 2024

Analyzing customer data to predict future purchases can be hard. And it doesn’t help that most companies focus far too often on preference data to anticipate what customers will want next. They analyze their custom-made dashboards, seeking insights that will drive purchase behavior. That’s preferences analytics.

Customer 270

Customer Shopping Carts Social Media Customer Loyalty 270

Retail TouchPoints

DECEMBER 30, 2021

However, by understanding how fraudsters target different age groups, merchants can tailor their fraud prevention programs to fit the risk profiles for their customer demographics. This approach can reduce fraud losses and improve the shopping experience for good customers. K eep bots out of your customers’ accounts and checkout.

Merchant Services 298

Merchant Services Customer Payment Services Social Media 298

Retail TouchPoints

MAY 25, 2022

This is before they even address the issue of managing customer data. Customers are also becoming more wary of the way retailers are storing their data. Businesses need to be transparent about their data protection approach and adapt existing procedures in line with digital innovation and regulatory expectation.

Customer Loyalty 316

Customer Loyalty Customer Consumer Gifts 316

Retail TouchPoints

JULY 18, 2024

Additionally, the fact that so many customers are conducting research on their own devices while in-store “creates a barrier,” he added, noting that customers may feel that the store’s CX “is worse than what I get on my phone.” They could ask a customer, ‘You bought this item online yesterday, do you like it?’

Customer Experience 277

Customer Experience Customer Retail Workshop 277

Retail TouchPoints

OCTOBER 17, 2024

As retailers come to terms with the boundless potential of generative AI, Cognizant has identified three key areas where this technology will make the most significant and immediate impact: commerce, marketing and customer service. Today’s retailers have every incentive to ensure all customer inquiries are promptly and adequately addressed.

Retail 308

Retail Customer Data Social Media Technology 308

Retail TouchPoints

MARCH 28, 2023

The Meta partnership will enable DGMN’s brand partners to reach Dollar General’s more than 90 million unique customer profiles across the Meta ecosystem. LiveRamp helped run a campaign aimed at giving brands the insight needed to better collaborate with DGMN to reach rural customers.

Customer 298

Customer Customer Data Improvements Marketing 298

Retail TouchPoints

FEBRUARY 15, 2023

Direct-to-Consumer (DTC) brands are constantly stuck between creating indelible customer experiences and turning profits on those relationships. DTC brands are overwhelmed with data — transactional, customer and marketing — that enable them to better understand and personalize experiences for their customers.

Customer Experience 277

Customer Experience Customer Shipping Costs Customer Data 277

Forrester eCommerce

JULY 17, 2019

Is it just us, or is the conversation about retail social and environmental impact getting louder? My colleague Luis and I are certainly hearing a lot more about it. These are not new topics, of course, but there is a renewed fervor and tone: from documentaries on plastic in the ocean and calls from celebrity […].

Retail 406

Retail Customer Customer Data 406

Groove

OCTOBER 22, 2024

However, maintaining a seamless and on-brand experience for your customers is still key, and this becomes a lot more difficult when you are managing a wide range of channels. Consistent Brand Experience Consistency is one of the keys to a positive customer experience.

eCommerce Platforms 325

eCommerce Platforms Omnichannel Online Retail Multi-channel 325

Retail TouchPoints

NOVEMBER 30, 2022

LaFleur campaign imagery, artwork and messaging from clients that can draw in potential customers as they pass on the street; Interior design that relies on rich colors and natural textures that allow products to shine ; A high-touch retail environment that encourages guests to experience the brand; and.

Customer 278

Customer Shipping Events Clothing 278

Groove

JULY 30, 2024

In eCommerce, few things are more valuable than customer data. But some types of customer data are even more valuable than others. In data-driven marketing, "zero party data" has emerged as a common buzzword, and it represents a paradigm shift in how companies approach collecting and using customer data.

Customer 195

Customer Customer Data Games eCommerce 195

Retail TouchPoints

MAY 3, 2023

How can companies deliver personalized ads at scale, search for new customers and conquer new markets, launch effective marketing campaigns and optimize products and brand experience? In short, how can businesses connect with their customers? I will share a customer case example that answers these questions. trillion in value.

POS 276

POS Customer Experience Customer Technology 276

Retail TouchPoints

JULY 15, 2024

Achieving this level of personalization and marketing effectiveness is difficult given the range of Fender’s channels and customer touch points. For example, customers can get details on the latest gear and accessories and even learn how other Fender customers are using the product.

Customer 278

Customer Marketing Hobbies Channel 278

Retail TouchPoints

OCTOBER 31, 2023

This transition from remote work to returning to the office brings new opportunities for luxury retailers as their customers now begin revisiting their wardrobe choices. Whether individuals are returning on a hybrid basis or going fully back in the office, work wardrobes are due for a refresh for most returning employees.

Customer 279

Customer Retail Recommendation Fashion 279

Forrester eCommerce

MAY 3, 2021

Marketers are obsessed with data. But when that obsession turns into tunnel vision on customer data only, it becomes impossible to achieve personalization at scale. Instead, brands need to know both their customer and their content, and Adobe took the wraps off a prototype that aims to do just that.

Customer Data 322

Customer Data Customer Marketing Customer Experience 322

Retail TouchPoints

MARCH 23, 2023

Prada Group and Adobe have entered an enhanced partnership designed to enable real-time personalization and increase revenue by enhancing the luxury retail group’s customer experiences across all digital and physical channels.

Omnichannel 312

Omnichannel Customer Experience Accessories Customer Data 312

Retail TouchPoints

NOVEMBER 29, 2024

Seamless in-app purchasing is great, but, in the end, it’s about making the sale and capturing as much information about a given customer as possible. Success with Social Commerce Depends on Data That brings us to data. One of the downsides of selling on social commerce platforms is that the retailer doesn’t own the customer.

Social Media 278

Social Media Beauty and Health Payment Services Consumer 278

Retail TouchPoints

MAY 31, 2022

This goes for the lessons learned by retail brands as they operated through one crisis-induced challenge after the next, navigating the ups and downs of the pandemic as best they could, while meeting unprecedented customer demand. Consumer behavior is constantly in flux.

Mobile 328

Mobile Customer Data Recommendation Fashion 328

Retail TouchPoints

JUNE 9, 2023

Sustainability has become more important than ever in the retail industry, and within the supply chain, retailers now have access to technology that provides them with a 360-degree picture of their inventories and customer preferences. There is also a significant intersection of sustainability with customer preference data.

Supplies 246

Supplies Operations Shipping Costs Customer 246

Groove

OCTOBER 11, 2024

Businesses want a reliable means to reach customers and keep them engaged. Understanding Text Message Marketing Both MMS and SMS text message marketing allow you to contact customers almost instantly. SMS, or short messaging service, and MMS, or multimedia messaging service, enable you to reach customers through their cellphones.

Merchant Services 345

Merchant Services eCommerce Platforms eCommerce Marketing 345

Forrester eCommerce

JANUARY 26, 2024

I’m pleased to announce the publication of The B2C Customer Data Platform Landscape, Q1 2024. Forrester’s landscape research is a valuable resource for marketers to understand and differentiate the range of solutions available to them in a very dynamic market.

B2C 284

B2C Customer Data Marketing Customer 284

Retail TouchPoints

JANUARY 30, 2024

Generative AI (Gen AI) has brought about a seismic shift that’s reshaping customer interactions and business operations. Gen AI, with its vast potential for enhancing efficiency and personalizing customer experiences, also comes with ethical considerations. Moreover, ethical AI training in retail should also focus on inclusivity.

Retail 340

Retail Customer Experience Technology Customer Data 340

Groove

MARCH 6, 2024

It allows users to effectively collect and organize customer data for easier, more streamlined segmentation. Klaviyo enables the creation of targeted, fully personalized campaigns that support stronger customer-brand relationships. Additionally, customers on the free plan get 150 free monthly MMS/SMS credits.

Social Media 324

Social Media Customer Data Shopify Management 324

Retail TouchPoints

DECEMBER 15, 2022

The automated personalization of its digital experience supported growth through: 13 million customer profiles in the Genie Customer Data Cloud; 150 profile attributes; and. ” Personalizing the customer journey has been at the center of Casey’s digital overhaul. 6 billion engagements captured.

Mobile 297

Mobile Arts Customer Loyalty Customer Data 297

Groove

OCTOBER 11, 2024

Whether it involves increasing website traffic, boosting sales, or nurturing customer relationships, setting goals that align with your overall business objectives will help guide the rest of your strategy. Develop customer personas to tailor your messaging effectively and ensure that it suits your audience.

Management 365

Management Marketing eCommerce Recommendation 365