Retail TouchPoints

OCTOBER 4, 2023

In response to evolving consumer behavior, many retailers are pivoting from malls and large-format stores in city centers to neighborhood locations that aim to serve the work-from-home population. Not surprisingly, many have found the data points to residential enclaves in and around cities where consumers live.

Consumer 261

Consumer ATS Location Apparel 261

Retail TouchPoints

AUGUST 11, 2023

New research from Capterra finds that tip fatigue — exhaustion caused by the pressure to tip more money to a widening array of workers — is a serious problem affecting most consumers who use checkout tablets at restaurants and other businesses. This should give pause to any business that uses checkout tablets.

Consumer 229

Consumer Checkout Kiosk Payment Services 229

Retail TouchPoints

MARCH 18, 2024

Store managers will have the flexibility to open more staffed lanes and set self-checkout hours that are appropriate for their locations, although Express Self-Checkout will be available during the store’s busiest shopping times. The future likely holds a hybrid model where self-service POS coexists with traditional systems.

Checkout 247

Checkout Payment Services Store Operations Customer Experience 247

Retail TouchPoints

NOVEMBER 7, 2024

Three more supermarket chains will connect their electronic shelf label (ESL) hardware to the Carrot Tags pick-to-light functionality from Instacart , making it easier for Instacart pickers — and eventually for consumers themselves — to find the products on their shopping list.

Fulfillment 271

Fulfillment Supermarket Grocer Store Operations 271

Retail TouchPoints

APRIL 22, 2022

The event, which combines three previously separate shows, has been designed to provide a broad view of industry and consumer trends, as well as deep dives into role-specific topics and technologies. Ecommerce executives need to be concerned with what happens when shoppers visit a brick-and-mortar store to check out an item in person.

Visual Merchandising 323

Visual Merchandising Fulfillment Store Operations Consumer 323

Retail TouchPoints

DECEMBER 13, 2023

After years of lockdowns and digital-driven behaviors, consumers’ actions have shown how crucial the store experience is to how they shop and interact with brands. That’s only going to further accelerate the expectations of consumers and technology adoption within retail environments. customer experience).

Loss Prevention 311

Loss Prevention Visual Merchandising Sporting Goods Store Operations 311

Retail TouchPoints

DECEMBER 22, 2021

Passengers can use their mobile devices to order contactless deliveries to their location in the airport’s Concourse B from select retail stores operated by Paradies Lagardère. The live robot deliveries, which debuted for the 2021 holiday season, will provide further data for refining the program and user experience.

Store Operations 307

Store Operations Customer Experience Location ATS 307

Retail TouchPoints

SEPTEMBER 19, 2023

With Salesforce’s 2023 holiday predictions forecasting that BOPIS (buying items online for in-store or curbside pickup) will influence $28 billion in incremental sales during the holiday season, retailers seeking to capitalize on this revenue opportunity need to ensure their store operations and inventory management practices are up to par.

Store Operations 273

Store Operations Shipping Fulfillment Store Layout 273

Retail TouchPoints

JUNE 8, 2022

The 53-store regional supermarket chain hopes to relieve workers of these tedious tasks, allowing them to focus on customer service while also collecting valuable consumer data to improve its customer experience and operations.

Inventory Management 271

Inventory Management Supermarket Store Operations Customer Experience 271

Retail TouchPoints

SEPTEMBER 1, 2021

Let’s face it, the convenience of walking into the store, quickly selecting the item, instantly purchasing it and heading home is still a very popular value proposition for consumers. With this newfound confidence returning to physical store sales, it’s essential that the customer experience is second to none.

Payment Services 273

Payment Services Checkout Customer Experience Returns 273

Retail TouchPoints

NOVEMBER 27, 2024

But consumers are demanding in other ways, too. According to a study by UC Today , 90% of consumers expect to have an omnichannel retail experience when we shop. Digital channels are alive with opportunities to dazzle consumers. Apple is a great example of a store that does this well.

Consumer 270

Consumer Marketing Promotions Customer Experience 270

Retail TouchPoints

DECEMBER 28, 2023

Over the past two years, she and her team have worked to enhance the company’s digital customer experience and drive its ecommerce business. Pape joined The Container Store in 2015 and has held several leadership positions within the company, managing store operations and customer experience.

Customer Experience 272

Customer Experience Promotions Store Operations Marketing 272

Retail TouchPoints

SEPTEMBER 24, 2024

Through the remainder of 2024 and into 2025, Kay Jewelers plans to enhance its retail store design and customer experience. Kay, now part of Signet Jewelers , operates more than 1,000 stores. That authenticity and rawness are the elements that Kay is celebrating in our brand evolution.

Jewelry 282

Jewelry Customer Experience Consumer Planning 282

Retail TouchPoints

JULY 17, 2024

Organizations have been forced to navigate increased competition, accelerate digital transformation initiatives and adapt to changes in consumer preferences and behaviors. Automating manual processes can increase productivity, reduce costs and improve the customer experience. What lies ahead? What’s the Solution?

Payment Services 261

Payment Services Customer Experience Consumer Supermarket 261

Retail TouchPoints

JANUARY 19, 2024

The stores, which had been branded as The Source , a wholly owned subsidiary of Bell, will be renamed Best Buy Express and offer both Best Buy consumer electronics and telecom services from Bell. The stores are slated to open beginning in the second half of 2024.

Telecommunications 260

Telecommunications Customer Experience Consumer Shopping 260

Retail TouchPoints

SEPTEMBER 25, 2023

In general, when you’re trying to speed up delivery and still provide a wide assortment of products, that puts the burden largely on inventory, and getting that inventory positioned close to the end consumer. Retailers have to right-size consumer expectations.

Returns 301

Returns Supply Chain Management Fulfillment Customer Experience 301

Retail TouchPoints

OCTOBER 27, 2024

They’ve been shaped/scarred by not one but two global economic traumas — the Great Recession of 2008-2009 and the COVID pandemic — and they’ve grown up with social media playing an increasingly large (and loud) role in shaping culture, including how these consumers shop, research and purchase products and services.

Payment Services 317

Payment Services Consumer Jewelry Marketing 317

Retail TouchPoints

JANUARY 30, 2024

Gen AI, with its vast potential for enhancing efficiency and personalizing customer experiences, also comes with ethical considerations. Retailers can use AI training to equip their employees with the tools needed to make sure that integrated AI is used in ways that respect and enhance the customer experience.

Customer Experience 339

Customer Experience Supply Chain Management Promotions Advertising 339

Retail TouchPoints

JULY 29, 2020

While the name Burton is almost synonymous with the snowboards the company began making in 1977, Burton has diversified over the years into new categories — including surfboards, apparel, goggles/optics and other sports gear — as well as expanding beyond manufacturing into direct-to-consumer (DTC) retail, both physical and digital.

Planning 300

Planning Wholesale Customer Experience Store Operations 300

Retail TouchPoints

MAY 6, 2024

Service: Optimize Equipment Maintenance and Improve Customer Experiences Multi-site retail operations distributed across a large geographic area rely on IoT to remotely monitor equipment performance and avoid problems before equipment fails. When retailers drive spending and usage down, they also improve their sustainability.

Store Operations 274

Store Operations Management Location Customer Experience 274

Retail TouchPoints

APRIL 8, 2024

Today’s consumers are asked to rate their experiences multiple times per day. Sri Narasimhan Consumers may wonder what companies do with all this data, or if they do anything at all. This galvanized the organization to become even more consumer-centric.

Customer Experience 234

Customer Experience Consumer Promotions Checkout 234

Retail TouchPoints

JANUARY 4, 2023

Ecommerce can sometimes lose the experience of in-person shopping and, with it a retailer’s ability to show off its products in ways that can set a store apart from its competition. Ecommerce sites can now highlight products in new and interactive ways that make the discovery process more fun for consumers.

Comparison Shopping 289

Comparison Shopping Consumer Shopping Customer Experience 289

Retail TouchPoints

MARCH 1, 2023

“Innovation is a key operating principle for Hibbett as we continuously look for ways to improve the shopper experience and adapt to ever-changing consumer needs and wants,” said Ben Knighten, SVP of Store Operations for Hibbett in a statement. “We

Returns 273

Returns ATS Kiosk Customer Experience 273

Retail TouchPoints

NOVEMBER 13, 2024

But designing a successful retail experience doesn’t simply involve placing stores and restaurants next to the stadium. It’s essential to harness consumer and market insights to craft an experience, and the right mix of uses, to entice locals to visit the stadium district for shopping, dining and a place to live or work.

Department Stores 253

Department Stores Customer Experience Shopping Consumer 253

Retail TouchPoints

DECEMBER 3, 2024

Some of the biggest changes over the past six decades have revolved around what brick-and-mortar retail means to customers, as well as a lot of customers going the digital route for shopping. We look at ourselves as the antithesis of online shopping. If you know exactly what you want, why would you go beyond Amazon ?

Shopping 274

Shopping ATS Visual Merchandising Location 274

Retail TouchPoints

AUGUST 29, 2024

What’s old is new again, but this time around the focus is squarely on the value proposition for stores and consumers instead of the distribution centre (DC). Each time a unit of inventory isn’t actually where the Order Management System (OMS) or store system expects it to be, retailers risk diminishing their customer experience.

Customer Experience 288

Customer Experience Shipping Inventory Management Management 288

Retail TouchPoints

DECEMBER 20, 2023

The top five episodes of 2023 reaffirm some of the most trending topics we covered on Retail TouchPoints over the past year, illustrating how rapidly the industry (and the customer experience) have evolved. Let’s begin the countdown… 5. Why it Matters: In 2023, we saw employee turnover reach record highs.

Advertising 259

Advertising Store Operations Merchant Services Wholesale 259

Retail TouchPoints

APRIL 11, 2024

But while AI is already delivering big changes to retailers’ bottom lines, it hasn’t yet truly transformed the way consumers shop. Retailers come to us to brainstorm and create AI-enabled products and services that won’t just deliver new revenue and reduce costs, but instead will fully transform the customer experience.

Consumer 284

Consumer Customer Experience Checkout Shopping 284

Retail TouchPoints

APRIL 12, 2023

As a result of changing consumer behaviors and spending patterns, many retailers are focused on right-sizing their store footprints, especially in shopping malls. Through its proprietary platform, Leap helps brands launch and operate “insights-driven retail stores.”

Customer Experience 331

Customer Experience Shopping Consumer Fulfillment 331

Retail TouchPoints

DECEMBER 13, 2023

A well-designed store can create a memorable brand experience that strengthens customer loyalty. Retailers must provide compelling reasons for in-store visits, blending digital and physical experiences. This extends beyond apps or digital signage to creating memorable experiences within the store’s space.

Shopping 307

Shopping Checkout Kiosk Consumer 307

Retail TouchPoints

JANUARY 24, 2023

Economic headwinds are likely to blow harder when consumers’ savings from the pandemic dwindle, which a Charles Schwab analyst believes could happen by Q3. Retailers definitely see the advantages of operating their own media networks, leveraging their rich first-party customer data and multiple touch points.

Home Furnishings 274

Home Furnishings Advertising Consumer Customer Experience 274

Retail TouchPoints

AUGUST 25, 2020

Since China is several months ahead of the rest of the world in both its pandemic outbreak and recovery, we have been paying close attention to how retailers in China responded during and after the crisis, how Chinese consumer behavior has changed since the pandemic, and how retailers are adapting to these new consumer habits.

Payment Services 300

Payment Services Fulfillment Consumer Store Operations 300

Retail TouchPoints

OCTOBER 23, 2024

Nearly 75% of consumers say the way they shop in stores has changed significantly over the past three years, according to Retail Systems Research (RSR). The retailer has seen a boost in product subscriptions, because customers in the checkout flow can quickly and easily see how much they’ll save in the long term if they sign up.

Checkout 249

Checkout Clienteling Fulfillment Store Operations 249

Retail TouchPoints

AUGUST 13, 2024

Bringing nearly 30 years of experience from consumer goods, retail, grocery, restaurant and ecommerce industries, Narasimhan initially conducted a five-month “immersion experience” in which he traveled to work with Starbucks employees in more than 30 stores, manufacturing plants and in support centers around the world.

Customer Experience 261

Customer Experience Store Operations Brand Management Marketing 261

Retail TouchPoints

MARCH 2, 2021

Consumers returned $428 billion in merchandise last year, nearly 11% of all U.S. rose to the challenge, instituting a broad spectrum of solutions such as instant credit for online returns, contactless return drop-off points, extended return periods and in some cases just letting consumers keep the products. Retailers across the U.S.

Returns 320

Returns Merchant Services Drop-Shipping Consumer 320

Retail TouchPoints

DECEMBER 21, 2023

Resale Continued its Rise but Came Under Financial Scrutiny Consumers’ enthusiasm for secondhand goods, as well as other forms of more sustainable consumption like rental and repair services, showed no sign of slowing in 2023. But negative press didn’t stop either app from drawing U.S. Nicole Silberstein 6.

Sporting Goods 300

Sporting Goods Advertising Consumer Apparel 300

Retail TouchPoints

MAY 30, 2024

In fact, 53% of shoppers under 45 years old prefer self-checkout options , and 89% of consumers of any age like the idea of a digital receipt. The most effective way to strengthen the customer experience is to elicit feedback. Yet, since customers are often in a rush, it can be challenging to gather valuable feedback.

Checkout 282

Checkout Point of Sale Returns Kiosk 282