Customer Customer Experience Fulfillment 
Retail TouchPoints
MARCH 26, 2021
At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.
Retail TouchPoints
MARCH 6, 2024
Common missteps that mismanage customer expectations include inaccurate online product descriptions, low-quality images, lack of inventory visibility or accuracy and inadequate sizing details. This approach — where customers are refunded without being required to return an unwanted item — has its place, but it’s not a blanket solution.
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Retail TouchPoints
JULY 18, 2024
Ideally, these apps also should contribute to a better in-store shopper experience. 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.”
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.
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E-commerce businesses depend on reliable shipping to keep their customers happy. Customers expect online orders to be delivered quickly and at a low cost to them, so when major carriers are bottlenecked, it can directly impact your business's reputation. But all too often, shipping costs become prohibitive, eating into profit margins.
Forrester eCommerce
MARCH 26, 2024
Despite increased investment, businesses fall short of consumer fulfilment expectations for in-store order pickup. Analyst Lauren Cevallos explains what's happening.
Retail TouchPoints
AUGUST 22, 2024
Now, Sephora is a clear leader in omnichannel execution — and fulfillment has become a key differentiator in the brand experience. We’re always thinking about what the customer does and wants from us, but sometimes the customer doesn’t even know what they want when it isn’t already out there, ” Turley explained.
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