Hyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

Customer Experience 133

Customer Experience Returns ATS 133

Retail TouchPoints

FEBRUARY 8, 2024

The growth of retail media networks (RMNs) in recent years has been impressive. As the world moves away from third-party identifiers, retailers are using their own channels to unlock the potential of their valuable shopper audiences — so much so that retail media is now the fourth-largest advertising medium, according to data from WARC. Media owners also have found their position in the advertising ecosystem changing as third-party tracking cookies deprecate.

Payment Services 274

Payment Services Advertising Customer Experience Consumer 274

Retail Gazette

FEBRUARY 22, 2024

Artificial Intelligence (AI) is revolutionising the retail industry, fundamentally changing how businesses operate and interact with customers. With the integration of AI-powered technologies, retailers can enhance customer experiences, optimise operations and drive revenue growth. Keep reading to explore how AI is reshaping the retail landscape and revolutionising the shopping experience.

Inventory Management 122

Inventory Management Checkout Inventory Turnover Promotions 122

Inside Retail

FEBRUARY 19, 2024

You don’t have to be a marketing expert to know that Taylor Swift is a bulletproof brand that consistently improves, regardless of the challenges she faces or the challenges she sets for herself. While many marketers and brand managers excel at designing creative initiatives and strategies, what sets Swift apart is her vision, long-term perspective, and, perhaps most importantly, her ability to transform challenges and crises into a powerful engine for purposeful and inspiring collective g

Marketing 290

Marketing Brand Management Management Customer Experience 290

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Consumer

Retail TouchPoints

FEBRUARY 26, 2024

In the U.S., the past year was the most active to date for passing state-by-state data privacy laws. Following suit with GDPR and other jurisdictions globally, the U.S. is weighing national data privacy and security regulation to help companies keep up with the patchwork of state laws. This flurry of legislative activity comes at a good time — and with good reason.

Payment Services 292

Payment Services Consumer Finance Management 292

Inside Retail

FEBRUARY 29, 2024

TerryWhite Chemmart and The Party People top the ranks of Australian retailers when it comes to customer experience. The two retailers took out the CX of the Year honours for medium-to-large and small retailers respectively in last night’s annual Retailer Awards, presented by Inside Retail and Commonwealth Bank. One of the judges, Peter Kennedy, said TerryWhite Chemmart, sets the pace for what the chemist of the future comprises. “It puts the trust back into the local chemist as a fi

Customer Experience 306

Customer Experience Management Fashion Marketing 306

Hyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point:  Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.

Customer Experience 123

Customer Experience ATS 123

Retail Dive

FEBRUARY 20, 2024

Once hubs for casual entertainment, social media platforms now serve as bustling marketplaces. Today’s social media scroller has become a digital window shopper with the power to buy in seconds.

Social Commerce 111

Social Commerce 111

Retail Wire

FEBRUARY 26, 2024

Wendy’s is gearing up to roll out a new pricing strategy that mimics the surge pricing model used by ride-sharing services like Uber. This means that the cost of your favorite Wendy’s items could fluctuate throughout the day depending on demand.

290

290

Retail TouchPoints

FEBRUARY 6, 2024

Saks , the ecommerce counterpart of Saks Fifth Avenue , has launched a new partnership with luxury electric vehicle company Lucid across its website and stores. Saks will offer exclusive demo drive experiences of the Lucid Air at select Saks Fifth Avenue locations. (Image courtesy Lucid) Lucid now has a dedicated landing page and a homepage feature on Saks.com.

Jewelry 284

Jewelry Location ATS 284

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Fulfillment

Inside Retail

FEBRUARY 29, 2024

Melbourne-born Greek doughnut chain Lukumades is in expansionist mode. It has signed master rights for the UK and is poised to open its first US store. The eight-year old business already has a single store retail presence in Dubai, Singapore, Malaysia and Taiwan. It had ventured into Indonesia but has since closed the eight stores. Lukumades started as a food truck, and had opened a bricks and mortar store within nine months.

Planning 312

Planning Marketing ATS 312

Tokinomo

FEBRUARY 6, 2024

In a world brimming with choices, where a stroll down a supermarket aisle presents a myriad of similar options, what compels a consumer to choose one brand over another? This is where the concept of brand power comes into play, transcending mere product attributes and delving into the realms of consumer trust, recognition, and emotional connection.

Supermarket 264

Supermarket Consumer Marketing 264

Inside Retail

FEBRUARY 5, 2024

Department store chain Myer expects fiscal first-half sales and net profit to decline year over year amid a challenging trading environment. The company forecasts sales to fall 3 per cent to $1.83 billion, despite online sales increasing 2 per cent to $390.1 million. Online sales account for 21.3 per cent of the retailer’s overall sales. Myer, however, flagged a marginal increase of 0.1 per cent in comparable sales. “To match our best first-half sales result on record, on a comparabl

Net Profit 303

Net Profit Department Stores Accounting Promotions 303

Retail Wire

FEBRUARY 8, 2024

Hash browns from McDonald's might have been a popular choice in the past, but the $3 spiked-up price isn't as appetizing for customers.

ATS 299

ATS 299

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Customer Experience

Retail Wire

FEBRUARY 2, 2024

There's a new trend that's making waves in the modern housing market, and it's all thanks to online retailer Amazon and the Tiny Homes it sells.

Marketing 299

Marketing 299

Retail Wire

FEBRUARY 5, 2024

According to Federal Reserve Chair Jerome Powell, the time is nearing when interest rates will decrease. However, Americans need to wait just a little bit longer as the central bank wrestles with inflation.

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297

Inside Retail

FEBRUARY 25, 2024

Adore Beauty Group enjoyed higher revenue in the fiscal first half on the back of a record number of returning customers and more active customers. And the company has engaged a consultant to imagine how the brand could create a physical store. The cosmetics retailer’s revenue increased 7 per cent to $100.7 million while reported earnings before interest, taxes, depreciation, and amortisation surged 467 per cent to $2.4 million.

Returns 289

Returns Accounting Marketing 289

Inside Retail

FEBRUARY 19, 2024

Retail Food Group swung to a net income despite lower revenue in the fiscal first half, thanks to an increase in average transaction value and the company’s acquisition of Beefy’s Pies. RFG’s net profit stood at $5.1 million while revenue fell 1.4 per cent year over year to $61.9 million during the six months ended December 29 last year.

Net Profit 289

Net Profit ATS 289

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Retail Wire

FEBRUARY 8, 2024

Uber, the ride-hailing company, made headlines this week, announcing its first annual operating profit. This significant achievement marks an important turn in the firm's approximately 15-year journey, shedding light on its resilience and capacity for growth.

290

290

Inside Retail

FEBRUARY 7, 2024

Goodyear Dunlop Tyres Australia says it has “begun to evaluate different scenarios” for its business” but no decision has been made as to the future of its 100-strong network of Beaurepaires retail stores. News.com has reported the 102-year-old chain is set to close after a series of decisions in boardrooms in the US and Australia and the collapse of negotiations to sell the business to rival Bob Jane Corporation.

Planning 290

Planning 290

Inside Retail

FEBRUARY 6, 2024

Nearly four in 10 Australians admitted to having either engaged in online return policy abuse or fraudulent behaviours themselves in the past year or know someone who has, according to a recent study. Returns management software Loop surveyed 1000 Australian online shoppers and discovered that 23 per cent of these respondents admitted to having worn or used an item purchased while planning to return it, doing so at least once a week.

Returns 290

Returns Customer Experience Planning Management 290

Retail Wire

FEBRUARY 9, 2024

Hawaiian Airlines is setting a precedent by providing free Wi-Fi facilitated by SpaceX's Starlink on its commercial flights. It is the first significant U.S. airline to provide this satellite-based service.

289

289

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Accounting

Inside Retail

FEBRUARY 1, 2024

Jewellery retailer Michael Hill has been ordered to pay $2.259 million in damages, following a dispute over packaging supply with paper bag supplier Gispac. Costs and interest have also been awarded. The companies signed two separate agreements for Australia and New Zealand on May 5, 2014, under which Gispac would supply small and large paper bags to Michael Hill for the two markets.

Location 290

Location Management Marketing 290

Inside Retail

FEBRUARY 19, 2024

KMD Brands says it expects significantly lower sales in the fiscal first half, reflecting weak consumer sentiment. The group forecasts sales to decline 14.5 per cent year over year to $469 million amid lower expected sales across all three brands. The company forecasts Rip Curl and Kathmandu’s sales to fall 9.2 per cent and 21.5 per cent, respectively.

Consumer 286

Consumer Visual Merchandising Wholesale Accounting 286

Retail TouchPoints

FEBRUARY 8, 2024

Content created with Meta ’s generative AI tools already automatically receives an “Imagined with AI” label, but the company has shared how it is working to create technical standards and signals to notify users on its platforms when any of the content they see has been created using AI. “As the difference between human and synthetic content gets blurred, people want to know where the boundary lies,” said Nick Clegg, President of Global Affairs at Meta in a blo g post.

Accounting 280

Accounting Social Commerce Customer Experience ATS 280

Inside Retail

FEBRUARY 28, 2024

Matthew Horn, – group GM, customer and digital, with Country Road Group – tops the rankings of Inside Retail’s 2024 Top 50 People in E-Commerce , sponsored by CouriersPlease. A self-described “accidental digital native” Horn left a career in corporate law to join the early leadership teams at The Iconic and Uber Australia. Now at Country Road Group, he is one of the key leaders driving the company’s digital and technological transformation efforts.

Fulfillment 279

Fulfillment Fashion Customer Experience Management 279

Advertiser: Experience Retail Today

I’m getting in touch with the news that fashion retailer, Gina Trictot, has achieved 98% inventory accuracy thanks to its partnership with SML RFID. Please see the full press release below, including exclusive quotes.

Fashion

Retail Wire

FEBRUARY 27, 2024

Bloomin' Brands is closing 41 of its eateries due to loss in profits and costly improvements.

Location 279

Location 279

Inside Retail

FEBRUARY 23, 2024

Founder of Black Milk Clothing James Lillis has died after an accident during his holiday, the company confirmed on social media on Friday. Lillis succumbed to his injuries and passed away in the arms of his wife, their two daughters, and his best friend. “We are all shocked and grieving,” the brand said. “And while we take a moment to process and support each other, we’re calling on our community, our sharkies, for an OG love bomb.

Accessories 279

Accessories Fashion 279

Inside Retail

FEBRUARY 22, 2024

Inside Retail interviewed Hoka’s head of Apac distribution and e-commerce, Prasanna Bhaskar, on what the brand achieved in 2023 and how it is preparing to navigate the retail landscape in 2024. The outdoor brand has plans for an aggressive retail expansion while simultaneously continuing its community-building initiatives. Inside Retail : What is the overarching vision fuelling Hoka’s retail expansion into the Australian market?

Outdoor 279

Outdoor Consumer Wholesale Planning 279

Inside Retail

FEBRUARY 21, 2024

Scentre Group has reported funds from operations of $1.0942 billion for last year, a 5.2 per cent increase on 2022. The group operates 42 Westfield destinations across Australia and New Zealand, which saw total customer visitation of 512 million, up 32 million or 6.7 per cent. Net operating income rose 8.8 per cent to $1.951 billion, while the group’s portfolio was valued at $34.3 billion as of December 31.

ATS 279

ATS Shopping 279

Advertiser: ZoomInfo

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Planning