Retail TouchPoints

JANUARY 16, 2025

As digital experiences have evolved over the past few years, personalization and emotional connection have become central to customer engagement strategy for companies. Customer Experience Index (CX Index ) rankings , only 3% of companies are currently customer-obsessed and put their customers needs front and center.

Consumer 304

Consumer Customer Experience Shopping Marketing 304

Retail TouchPoints

OCTOBER 31, 2024

Today’s consumers are increasingly skilled at tuning out marketing. Just look at email, where 79% of consumers ignore or delete marketing emails at least half the time. Wallet notifications offer a new way to reach customers on the device they never leave home without: their smartphone.

Marketing 297

Marketing Customer Experience Consumer Point of Sale 297

Retail TouchPoints

FEBRUARY 5, 2025

Similarly, creating a meaningful customer experience begins with a map a tool to visualize the entire journey, from initial awareness to post-purchase interactions. Customer journey mapping (CJM) is widely used in retail to analyze and plan touch points before, during and after purchase.

Customer Experience 270

Customer Experience Promotions Checkout Planning 270

Retail TouchPoints

JANUARY 24, 2025

From the official arrival of agentic AI to RFID, supply chain efficiency and evolved payment experiences, new trends are emerging and converging to level up customer experiences. Watch this video to get boots-on-the-ground coverage and insights with some of the industry’s top players.

Customer Experience 299

Customer Experience Marketing Management ATS 299

Retail TouchPoints

DECEMBER 26, 2024

Shoppers can use technology to their advantage and shop at all three stores in whatever way works best for them. Grocery margins already are quite slim, and every item that customers choose to purchase elsewhere is a missed opportunity. Clunky, inefficient setups can make customers feel like theyre wasting their time.

Grocer 251

Grocer Checkout Customer Experience Promotions 251

Retail TouchPoints

DECEMBER 6, 2024

This initiative is aimed at our mature stores that are not yet old enough to be part of the full remodel pipeline. We believe we will enhance the customer experience with a lighter-touch remodel , including customer-facing physical asset updates , planogram optimizations and expansions across the store.

Planning 285

Planning Customer Experience Markdowns Kiosk 285

Retail TouchPoints

OCTOBER 30, 2024

Technology is an Asset for Retailers – But it Introduces More Risk Internet connected devices are at the center of the new customer-retailer experience. Customers want personal, seamless, no-contact experiences, and each additional endpoint helps provide what today’s customers expect.

Payment Services 269

Payment Services Kiosk Customer Experience Management 269

Retail TouchPoints

FEBRUARY 7, 2025

This disparity between expectations and reality will continue to drive businesses to invest in B2B commerce and related technologies, said Ram Chandel, Global Commerce Practice Leader at Deloitte Digital in an interview with Retail TouchPoints. Want to learn more?

Payment Services 279

Payment Services Customer Experience Wholesale Planning 279

Retail TouchPoints

FEBRUARY 7, 2025

Supermarket retailer Giant Eagle will leverage the end-to-end platform from Grocery TV to scale up its Leap retail media network (RMN), activating rich, relevant content on in-store TVs at nearly 200 stores across Pennsylvania, Ohio, West Virginia, Maryland and Indiana.

Advertising 243

Advertising Supermarket Customer Experience Management 243

Inside Retail

APRIL 10, 2025

Here, we speak with #8, Tara McKeon, founder of Proud Poppy Clothing, about creating an inclusive fashion label, how social media plays a role in the customer experience and what’s next for her $20 million lifestyle brand. Building and nurturing this community has also been at the heart of our journey.

ATS 147

ATS Fashion Customer Experience Boutique 147

Retail TouchPoints

FEBRUARY 10, 2025

Skechers opened its 5,000 th store in Bogot, Colombia in February 2024 , at which time Skechers President Michael Greenberg said the brand was on its way to a total of 10,000 stores. Following a year when Skechers generated record sales of $8.97 billion , a 12.5% 6, 2025 conference call discussing the brands financial results.

Planning 297

Planning Point of Sale Customer Experience Location 297

Retail TouchPoints

FEBRUARY 19, 2025

A great experience, like a physical retail environment, can change someones day, she said in an interview with Retail TouchPoints. Thats why Kondrat and the entire team at Rekon Retail focus on creating this retail magic for consumers by helping growing brands develop the vision for their brick-and-mortar experiences.

Outdoor 259

Outdoor Customer Experience Store Operations Location 259

Retail TouchPoints

JANUARY 13, 2025

Artificial intelligence (AI) has been a headline topic at the National Retail Federations annual Big Show , and NVIDIA is undoubtedly one of the companies leading the industrys innovation in this sector. Physics AI and the Opportunity for Global Supply Chains John Furner, President and CEO of Walmart U.S. ,

Customer Experience 290

Customer Experience Marketing Fulfillment Store Operations 290

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.

Fulfillment 260

Fulfillment Drop-Shipping Customer Experience Shipping 260

Retail TouchPoints

FEBRUARY 25, 2025

The initial phase of the rollout will focus on optimizing in-store operations and customer experience, followed by the implementation of loss prevention and supply chain solutions. In such a competitive and volatile environment, reliable information is always crucial to meet our international growth objectives.

Loss Prevention 240

Loss Prevention Fast Fashion Marketing Store Operations 240

Retail TouchPoints

FEBRUARY 28, 2025

Coyne will bring more than three decades of executive experience in apparel retailing, including stints at Ralph Lauren and her most recent job as CEO of J.McLaughlin. I am excited to work with the talented team at J.Jill to continue building on the brand’s strong heritage and drive its future growth.”

Apparel 221

Apparel Customer Experience Consumer ATS 221

Retail TouchPoints

NOVEMBER 7, 2024

“We see the value Carrot Tags offer as they help Instacart shoppers to be more independent when fulfilling online orders, allowing our associates to focus on store operations and providing excellent customer service,” said Scott Patton, VP at Aldi in a statement.

Fulfillment 278

Fulfillment Supermarket Grocer Store Operations 278

Retail TouchPoints

JANUARY 22, 2025

Our stores are core to The Home Depots business, and expanding our ecommerce capabilities is a key part of our efforts to deliver a seamless, interconnected shopping experience, said Jordan Broggi, EVP of Customer Experience and President of Online at The Home Depot in a statement.

Customer Experience 268

Customer Experience Shopping Consumer ATS 268

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. Because AI is at the forefront, and technology lifecycles are shrinking. A poor UX can drive 89% of customers to your competitors.

Customer Experience 256

Customer Experience Inventory Management Marketing Returns 256

Retail TouchPoints

JANUARY 10, 2025

After 40 years of providing adventure travel, day tours and classes, outdoors retail co-op REI will shut down its Experiences business, which had been losing millions of dollars every year and was being subsidized with profits from other parts of the business, according to a statement from CEO Eric Artz.

Visual Merchandising 274

Visual Merchandising Outdoor Apparel Customer Experience 274

Retail TouchPoints

OCTOBER 24, 2024

The top job at the pet retailer opened up following the departure earlier this month of J.K. His previous retail experience includes leadership positions at JCPenney, Payless ShoeSource, Home Shopping Network, May Department Stores and McKinsey & Co. Symancyk, who left PetSmart to lead Signet Jewelers.

Department Stores 259

Department Stores Outdoor Customer Experience Shopping 259

Retail TouchPoints

NOVEMBER 29, 2024

and European retailers have observed – and, often, participated in – the social-commerce explosion happening in China and elsewhere in the Asia-Pacific region (APAC) while wondering if, when, and to what extent the same thing would happen at home. For the last half decade, U.S. The “if” and “when” are now clear. influencer).

Social Commerce 278

Social Commerce Beauty and Health Payment Services Consumer 278

Retail TouchPoints

JANUARY 23, 2025

Store openings are expected to remain steady at approximately 5,800 (compared to 5,970 in 2024), but that would still represent a net loss of more than 9,000 stores. Retailers need to embrace technologies like artificial intelligence to deliver a better customer experience and to optimize pricing to remain relevant and avoid ongoing closures.

Customer Experience 279

Customer Experience Consumer Shopping Planning 279

Retail TouchPoints

JANUARY 1, 2025

The experience doesnt stop at checkoutthats where it begins. PwC also found that customers who feel appreciated are happy to pay a 16% price premium when purchasing products and services. These stats underscore the importance of taking a holistic approach to the customer experience, from pre- to post-purchase.

Management 320

Management Returns Fulfillment Shipping 320

Retail TouchPoints

DECEMBER 31, 2024

Instead of passing those costs along to customers, retailers have the opportunity to cut costs in other areas like return shipping costs, cross-border fees and replenishment costs, while protecting the precious customer experience. Ellie Crawford is the Director of Product Management at Manhattan Associates.

Returns 311

Returns Payment Services Shipping Fulfillment 311

Retail TouchPoints

OCTOBER 17, 2024

Elevating the Customer Support Experience Customer support in retail is as important as ever: Research found that 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.

Customer Experience 308

Customer Experience Shopping Marketing Promotions 308

Retail TouchPoints

JANUARY 22, 2025

Some 2025 retail design trends are easy to predict; for example, its a good bet that artificial intelligence (AI) will play a starring (or at least supporting) role. When [experience design] is humming along really well, it also can help customers make memories, if the brand can align the experience to a bigger story.

Customer Experience 317

Customer Experience Promotions Visual Merchandising Marketing 317

Retail TouchPoints

NOVEMBER 1, 2024

Following a Q4 that its new Chairman and CEO Brian Niccol termed “very disappointing,” Starbucks will make a number of changes designed to improve both the customer and associate experience at its cafés. At peak it can drive an influx of orders that can be difficult to sequence and quickly deliver to our customers.

Planning 277

Planning Customer Experience Marketing ATS 277

Retail TouchPoints

NOVEMBER 27, 2024

They also want customer service channels such as chatbots and call centers to provide them with the same level of information and support regardless of how they choose to interact. Retail experiences work all year round. Gymshark, for instance, offers gym classes, a running club and personal training at its flagship location in London.

Consumer 277

Consumer Marketing Promotions Customer Experience 277

Retail TouchPoints

DECEMBER 11, 2024

On Sunday I did my weekly shopping at the store to find out if Amazon Fresh might be able to fill the hole left by Fairway, literally and figuratively. Amazons other attempts at brick-and-mortar have fared even more poorly. billion acquisition of Whole Foods. Regular carts, albeit green, are available outside.)

Checkout 284

Checkout Grocer Kiosk Promotions 284