Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. AI-driven solutions offer businesses a powerful way to personalize customer experiences.

Customer Experience 313

Customer Experience Payment Services Improvements Customer 313

Retail TouchPoints

JULY 12, 2024

There are two types of customers: those who buy and those who keep coming back. 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.

Customer Loyalty 286

Customer Loyalty Customer Shipping Costs Shipping 286

Groove

NOVEMBER 7, 2024

Understanding Multichannel eCommerce We will start with multichannel eCommerce, which focuses on how your business operates across different platforms that are intended to engage customers. Businesses use multiple, separate channels to connect with customers and leads while sharing the advantages of their products or services.

Multichannel 383

Multichannel Omnichannel eCommerce Channel 383

Retail TouchPoints

AUGUST 17, 2020

As experts continue to assess COVID-19’s impact on the retail industry, some consider the loyalty shakeout to be the most significant. Winning and keeping customer loyalty has been a long-standing challenge in the industry, but the pandemic has forced consumers to switch brands for new reasons: price, scarcity and availability.

Customer Loyalty 305

Customer Loyalty Customer Apparel Consumer 305

Retail TouchPoints

AUGUST 15, 2022

New research from PwC has found that three in 10 customers are more likely to try a new brand — and that number is even higher among younger consumers. But winning (and keeping) customers’ loyalty is no longer confined to programs and points. Top data-related challenges include: . Stand Out Beyond Free Shipping .

Customer Loyalty 243

Customer Loyalty Customer Retail Shipping Costs 243

Retail TouchPoints

SEPTEMBER 7, 2023

The pace of technological change — as well as consumers’ increasing demand for always-on-shopping, anytime, anywhere — has left some retailers struggling to innovate digitally to meet customers’ evolving wants and needs. The customer experience is changing — and faster than ever. And they’re rewarded for it too.

Customer Experience 290

Customer Experience Technology Customer Retail 290

Retail TouchPoints

DECEMBER 1, 2022

SaaS platform CSG has launched CSG Xponent Ignite, a customer engagement solution designed to enable businesses to quickly deploy, engage and deliver quantifiable experiences aligned with their goals. Additionally, its more than 80 pre-built journeys aim to drive customer loyalty, spark upsells and lead to faster ROI.

Customer Experience 277

Customer Experience Customer Retail Customer Loyalty 277

Forrester eCommerce

NOVEMBER 12, 2020

This holiday season, maintaining (and tapping into) your customers’ loyalty has never been more critical. As you plan for holiday shopping – and the inevitable returns that will follow in January – loyalty marketers must: Show, not tell.

Gifts 485

Gifts Customer Loyalty Customer Marketing 485

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. However, these searching customers are not always finding what they’re looking for. The most common missing element: error tolerance.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Retail TouchPoints

JULY 6, 2023

Slowly, retailers are beginning to incorporate environmentally friendly initiatives into their strategies and operational practices, and most importantly their loyalty programs, to ensure they are promoting sustainability across the board. Do we have the right user experience? Do we have the right customer experience?

Customer Loyalty 272

Customer Loyalty Customer Retail Financial Services 272

Retail TouchPoints

JANUARY 17, 2025

But instead of leaning on rigid policies that risk driving customers away, retailers can use this as an opportunity to rethink returns. Customer-first strategies that not only reduce returns but also boost experience and loyalty. Offer proactive customer support using predictive analytics.

Customer 162

Customer Customer Experience Recommendation Technology 162

Retail TouchPoints

JUNE 21, 2023

Parents and caregivers are always on the lookout for activities to keep their kids engaged during the summer months, and Michaels has tapped into this need — and not coincidentally, creating new opportunities to build customer loyalty — through Camp Creatology.

Customer Loyalty 272

Customer Loyalty Customer Arts Omnichannel 272

Groove

DECEMBER 11, 2024

Since the beginning of eCommerce, email marketing has been one of the most effective ways to reach customers, and this is still true even in today's crowded digital landscape. This helps you reach customers with the right message at the most effective time. Weve helped several clients set up loyalty programs.

eCommerce 317

eCommerce Social Media White Paper Seminar 317

Retail TouchPoints

AUGUST 18, 2023

To stay competitive, retailers need to create and maintain loyal customers; 43% of customers spend more on brands to which they are loyal. Plus, delighted customers quickly turn into loyal brand ambassadors, helping bring in new customers. The most common retail loyalty programs offer cash back or points incentives.

Customer Loyalty 246

Customer Loyalty Customer Food and Beverages Marketing 246

RETAIL MANAGEMENT SOFTWARE

JANUARY 8, 2025

In the world of retail, the importance of customer retention cannot be overstated. As businesses focus on attracting new customers, it’s equally crucial to invest in keeping existing ones. Retaining customers not only ensures consistent revenue but also fosters brand loyalty and advocacy.

Customer Retention 111

Customer Retention Customer Social Media Retail 111

Retail TouchPoints

APRIL 7, 2022

Many factors go into customer loyalty, from the most basic (offering quality products that shoppers want) to more emotionally driven considerations. Customers that participated in the campaign both contributed to the cause but also increased their loyalty to Kroger. Barbara Connors. “We

Customer Loyalty 278

Customer Loyalty Customer Beauty and Health eCommerce 278

Retail TouchPoints

NOVEMBER 6, 2024

Nearly two-fifths of shoppers were deterred from purchasing from the same brand again after their packages were stolen, illustrating the long-term impact on customer loyalty. This has led to a growing demand for more secure delivery options as customers seek ways to protect themselves from theft.

Fulfillment 274

Fulfillment Shipping Costs Magento Consumer 274

Retail TouchPoints

NOVEMBER 17, 2023

When customers place ecommerce orders, the last thing they want is an unhappy surprise. 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. In other instances, customers might expect an upgrade for their trouble.

Shipping Costs 264

Shipping Costs Customer Experience Supplies Improvements 264

Retail TouchPoints

JUNE 2, 2022

By taking a closer look at thriving brand communities, retailers can learn how to develop ones of their own that drive loyalty and a better customer experience. If you’re able to forge that kind of relationship, you can turn a regular customer into a brand evangelist who will sing your praises to their friends and family.

Customer Loyalty 278

Customer Loyalty Customer Events Consumer 278

Retail TouchPoints

NOVEMBER 28, 2024

As the holiday shopping season approaches, retailers face increased pressure to facilitate a seamless and secure shopping experience. This is an opportunity to not only capture share of wallet but also build lasting customer loyalty and trust. Payments technology is central to the shopping experience.

Payment Services 298

Payment Services Payments Merchant Services Omnichannel 298

Retail TouchPoints

JANUARY 30, 2025

As we move into 2025 and reflect on the learnings of the 2024 holiday season, customer loyalty and the risks of losing it are at the top of every business leader’s mind. But delivering a great customer experience hinges on more than just strategyit requires seamless user experiences (UX) at every touch point.

Customer Experience 256

Customer Experience Technology Customer Loyalty B2B 256

Retail TouchPoints

JANUARY 13, 2025

To begin to address the issue holistically, retailers must aim to ensure that the right products are being targeted to their customers and that products meet their expectations before they even hit the checkout button. The Technology Advantage: Improving Pre-Purchase Experiences 1. Offering AR/VR experiences to bridge the gap.

Retail 298

Retail BigCommerce B2C Channel 298

Groove

JANUARY 19, 2022

Improving customer experience is a focal point for many online businesses. As the demand for frictionless shopping increases and consumer shopping habits constantly change, merchants must optimize their stores to accommodate shoppers at each stage of the eCommerce customer journey. What Is The eCommerce Customer Journey?

eCommerce 349

eCommerce Customer Merchant Services Payment Services 349

365 Retail

FEBRUARY 9, 2025

In the competitive landscape of retail, fostering customer loyalty is essential for long-term success. Loyal customers provide a reliable revenue stream and contribute to brand growth by acting as ambassadors, sharing positive experiences through word-of-mouth and online reviews.

Customer Loyalty 52

Customer Loyalty Customer Retail Social Media 52

Forrester eCommerce

SEPTEMBER 3, 2021

In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”.

Customer 509

Customer Customer Loyalty Customer Experience Management 509

Retail TouchPoints

DECEMBER 4, 2024

That’s why the brand has opened its first permanent store at Westfield Century City Mall in Los Angeles, which is not only an epicenter for Calpak’s core customer base, but also for the business itself. The four -day activation aimed to gauge customer reception, and the team was “astounded” by the demand. “It

Travel 296

Travel Retail Demo Customer 296

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions.

Customer 278

Customer Customer Loyalty Customer Experience Marketing 278

Kissmetrics

AUGUST 6, 2021

It costs 5X less to retain a customer than it does to acquire a new one. That’s why customer retention is crucial to growing your Ecommerce business. What is customer retention? Customer retention is the ability to encourage customers to keep coming back to make purchases. Why is customer retention so important?

Customer Retention 302

Customer Retention Customer Payment Services BigCommerce 302

Forrester eCommerce

FEBRUARY 4, 2025

Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand. And our broader customer experience research […]

Banking 221

Banking Customer Experience Mobile Customer 221

Retail TouchPoints

AUGUST 4, 2021

A common theme being emphasized in the business world now more than ever is that what happens on the inside of an organization and amongst employees is often felt on the outside by its customers. Here are five workplace management strategies you can integrate into your operations to boost employee retention and increase customer loyalty.

Customer Retention 264

Customer Retention Customer Customer Loyalty Operations 264

Retail TouchPoints

SEPTEMBER 3, 2021

In every organization, marketing plays an important role in defining, socializing and managing the customer experience (CX). However, the relationship between the customer experience and the marketing teams is often disconnected. Unity Point #1: Marketing Sets Expectations, and CX Delivers.

Marketing 306

Marketing Customer Social Media Customer Experience 306

Kissmetrics

NOVEMBER 5, 2020

Creating a customer journey map is enough to make even the best marketer freeze in their tracks and realize how little they really know about their prospects. Starting Fresh: The Basics of the Customer Journey Map. Now that you have the basics let’s look at an example of a customer journey. A Customer Journey Map Example

Customer 349

Customer Social Media Comparison Shopping Information 349

Forrester eCommerce

APRIL 26, 2021

Emotion metrics can be a measure of a customer’s actual loyalty. But only when they're placed in a larger context of customer loyalty metrics. Read more.

Customer Loyalty 370

Customer Loyalty Customer Customer Experience 370

Forrester eCommerce

NOVEMBER 20, 2020

One of the best parts of being a Forrester analyst is having the time, space, and data to wrestle with abstract, complex concepts that inevitably influence business today and in the near future. For the past several months, I’ve been chipping away at a topic that is on the minds of leaders in just about […].

Customer 493

Customer Customer Loyalty Customer Experience 493

Forrester eCommerce

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

Customer 243

Customer Customer Loyalty Customer Experience B2C 243

Retail TouchPoints

MARCH 10, 2025

Every step of the way, he has provided the industry with timely and thought-provoking content, educating the market through works like Building the Customer Specific Retail Enterprise ; Customer Intelligence ; and Retail in the Age of I. In many cases, the technology works great, but the people don’t accept it, Hawkins noted.

Retail 200

Retail Technology Customer Loyalty Books 200

Retail TouchPoints

OCTOBER 17, 2023

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call. And yes, customers are noticing.

Customer 278

Customer Multi-channel Channel Customer Experience 278