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 TouchPoints

JANUARY 1, 2025

According to PwC, businesses that reduce friction for consumers and empower all employees to make things right whether through returns, price adjustments or other policies bring higher customer satisfaction and more forgiveness. This point is critical because even when customers love a company or product, 59% of shoppers in the U.S.

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Management Shipping Costs Reference Retail 320

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 customer experience? For example, a well-known U.S.

Customer Loyalty 272

Customer Loyalty Customer Retail Financial Services 272

Groove

OCTOBER 10, 2024

For Shopify merchants , email marketing presents one of the best ways to engage with customers and drive sales. Shopify Email Marketing Overview Email marketing for Shopify involves strategically using email communication to build relationships with your customers, promote your products, and drive traffic to your online store.

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Shopify Merchant Services Marketing Recommendation 354

Retail TouchPoints

MARCH 26, 2025

Businesses striving to meet these expectations are turning to AI-powered knowledge graphs a cutting-edge tool that connects disparate data points to create a holistic understanding of customers. In todays data-driven world, businesses often struggle to make sense of fragmented customer information stored across multiple systems.

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Customer Recommendation Customer Experience Travel 147

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.

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Customer Retention Customer Social Media Retail 111

Retail TouchPoints

JANUARY 6, 2025

This lack of diversification amplified the impact, leaving retailers with few options to shield themselves or their customers. Strengthen customer loyalty using personalized rewards and exclusive offers to retain customers and maintain demand despite rising prices.

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Retail Supplies Apparel Customer Loyalty 278

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

Groove

JULY 26, 2024

Managing customer churn and increasing lifetime value are two of the most common initiatives our marketing team is given when working with an organization to grow revenue. The reality is both of these elements can be defining KPIs for your business and a critical intersection for organizations looking to improve customer loyalty.

Customer Loyalty 195

Customer Loyalty Customer Point of Sale Accessories 195

Forrester eCommerce

JANUARY 19, 2022

Emotion is key to differentiated experiences that drive customer loyalty. Contrary to popular belief, making customers feel content, happy, or delighted impacts loyalty less than making customers feel respected, understood, valued, or confident. […]. But many companies get emotion wrong.

Customer 370

Customer Customer Loyalty 370

Groove

OCTOBER 14, 2024

The AOV meaning is simple: It measures the average amount of money that your customers spend in a single transaction with your eCommerce business. Thankfully, this vital metric is simple to calculate, even while providing unmatched insight into your store’s performance and customer behavior. What Is AOV? Ready to boost your AOV?

Shipping Costs 357

Shipping Costs Improvements Shipping eCommerce 357

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.

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eCommerce Social Media White Paper Seminar 317

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

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. Retailers can combat this by providing customers with focused insights during the decision-making process.

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Retail BigCommerce B2C Channel 298

Forrester eCommerce

FEBRUARY 13, 2024

I regularly have discussions with clients who want to create a loyalty program.

Customer Loyalty 259

Customer Loyalty Customer B2C Consumer 259

My Wife Quit Her Job

SEPTEMBER 4, 2024

In this episode, Toni and I dive into the strategies that successful businesses use to turn first-time buyers into loyal repeat customers. You’ll learn practical, no-nonsense tips for building stronger customer relationships and increasing repeat sales.

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Customer Customer Loyalty eCommerce 296

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

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.

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Multichannel Omnichannel eCommerce Channel 383

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

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Travel Retail Demo Customer 296

Retail TouchPoints

NOVEMBER 28, 2024

This is an opportunity to not only capture share of wallet but also build lasting customer loyalty and trust. These customers are motivated by price, timing and the logistics of the holidays. Retailers that invest in integrating these systems benefit from happier, more loyal customers who shop more efficiently.

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Payment Services Payments Merchant Services Omnichannel 298

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.

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Fulfillment Shipping Costs Magento Consumer 274

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?

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eCommerce Customer Merchant Services Payment Services 349

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

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 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 […].

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Customer Customer Loyalty Customer Experience 493

Forrester eCommerce

NOVEMBER 28, 2023

Use our tips to help your email programs will perform better and grow your long-term customer loyalty this holiday season.

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Customer Customer Loyalty Marketing B2C 259

Retail TouchPoints

DECEMBER 24, 2024

In response to these evolving preferences, there’s a clear opportunity for retailers to leverage the market research and data-driven insights they collect from their customers to create products that resonate with their target audience and cater to their very specific needs.

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lightspeed Consumer Customer Loyalty Operations 278

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.

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Retail Technology Customer Loyalty Books 200

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.

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Customer Customer Loyalty Customer Experience Marketing 278

Forrester eCommerce

JUNE 17, 2024

US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.

Customer Experience 387

Customer Experience Customer Consumer Customer Loyalty 387

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.

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Customer Experience Payment Services Improvements Customer 313

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. They talk about hyperpersonalization.

Customer 272

Customer Shopping Carts Social Media Recommendation 272

Forrester eCommerce

JUNE 18, 2024

Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

Customer Experience 345

Customer Experience Customer Customer Loyalty Consumer 345

Forrester eCommerce

MARCH 10, 2021

Our data shows that new logos account for close to 23% of total revenue, while retained business plus growth via upsell and cross-sell account for the rest. How are you protecting that 77%?

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Customer Customer Loyalty Customer Experience B2B 468

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.

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Customer Multi-channel Channel Customer Experience 278