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

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Customer Experience Returns ATS 134

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 312

Payment Services Advertising Customer Experience Consumer 312

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.

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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

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Customer Experience

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 317

Payment Services Consumer Finance Management 317

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 124

Customer Experience ATS 124

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 131

Social Commerce 131

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.

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Retail TouchPoints

FEBRUARY 28, 2024

Out-of-home (OOH) advertising has played an integral role in the media mix for decades due to its influence and impact. The vast majority ( 88% ) of U.S. adults have noticed an OOH ad within a one-month period and 78% of these consumers took some sort of action after, according to research from Morning Consult and the Out of Home Advertising Association of America (OAAA).

Advertising 319

Advertising Promotions Consumer Marketing 319

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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

Retail TouchPoints

FEBRUARY 2, 2024

Steve Jobs once famously said that his job was to figure out what consumers want before they know they want it. As was often the case, Jobs was ahead of his time. This concept of starting with a deep understanding of the customer (at times more deeply even than they understand themselves) and building from that point is also the basic premise of retail’s latest technological and philosophical movement — unified commerce.

Payment Services 317

Payment Services Consumer Accounting Promotions 317

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 317

Accounting Social Commerce Customer Experience ATS 317

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Accounting

Retail TouchPoints

FEBRUARY 16, 2024

In the U.S., ecommerce spending is estimated to reach $1.7 trillion by 2027 – representing over 20% of overall retail sales. Additionally, global ecommerce spending could surpass $7 trillion as early as 2025. 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.

Customer Experience 313

Customer Experience Payment Services Consumer Management 313

Retail TouchPoints

FEBRUARY 22, 2024

The Akamai 2023 State of the Internet report revealed that retail continues to be the most targeted industry for cyberattacks, accounting for over 14 billion observed incursions. Risks from cyber threats including fraud, account takeovers, malware, ransomware, compromised business emails and data breaches all begin with an initial breach. Any device connected to a retailer’s network — whether it’s a smart IoT thermostat, an access control sensor or a computer — is a potential gateway for cybercr

Payment Services 311

Payment Services Loss Prevention Accounting Management 311

Retail TouchPoints

FEBRUARY 22, 2024

Beyond, Inc. , owner of online retail brands Bed Bath & Beyond (BB&B) and Overstock , will bring back a standalone Overstock.com site in approximately five weeks rather than the September 2024 target date announced earlier. Beyond rechristened its Overstock site with the Bed Bath & Beyond name in June 2023 after it acquired the bankrupt retailer’s intellectual property.

Returns 305

Returns Planning Customer Experience ATS 305

Retail TouchPoints

FEBRUARY 14, 2024

All eyes in the retail world are on opportunities in commerce media right now — and rightfully so, given that the already-massive spend in this channel is expected to double again by 2027. But as the gold rush gains momentum, it would behoove small and mid-size retailers to remember that not everyone is running the same race for the same prize. Commerce media represents a tremendous opportunity for retailers of all sizes to open new revenue streams and make the most of their close customer relat

Advertising 306

Advertising Marketing Customer Experience Consumer 306

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

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

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Net Profit Department Stores Accounting Promotions 303

Retail TouchPoints

FEBRUARY 26, 2024

In the more than 70 years since Joseph Sherwood bought a bankrupt jewelry store in Bell Gardens, Calif., much has changed in the world, and in retail. That post-WWII period in the Western U.S. was marked by the Dust Bowl Exodus, now a distant memory for most. Since then, the demographic makeup of California has changed dramatically, not to mention the economic and technological realities of the state and the country.

Loss Prevention 299

Loss Prevention Jewelry Payment Services Accounting 299

Retail TouchPoints

FEBRUARY 15, 2024

Skechers has opened store number 5,000 , in Bogotá, Colombia, nearly 30 years after opening its first store in Manhattan Beach, Calif. The sports apparel and performance shoe retailer’s first international store was in Japan; its 100th launched in NYC’s Times Square and its 3,000th debuted in China. “Every location offers the same look and feel to carry the Skechers brand with consistency across six continents,” said Michael Greenberg, President of Skechers in a statement.

Apparel 299

Apparel Location Planning Consumer 299

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

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Retail TouchPoints

FEBRUARY 8, 2024

Once largely associated with lower-income households, dollar stores are now becoming retail staples even for more affluent households, inspiring retailers in these categories to invest more heavily in marketing, merchandising and technology innovation that will help them differentiate. This pivot has largely been driven by a more cautious and price-aware consumer: 80% of consumers indicate that the economy has slightly or significantly changed their shopping habits and behaviors, according to CI

Thrift Store 299

Thrift Store Consumer Clienteling Fulfillment 299

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 TouchPoints

FEBRUARY 6, 2024

For much of last year, AI seemed immune to the normal laws that govern the marketing hype cycle: expectations just kept on inflating. Of course, to any ecommerce veteran the inevitable deflation was visible from a mile away. But the form that deflation has taken is still fairly surprising. The technology, it turns out, largely functions as promised: AI is in fact quite good at making personalized recommendations.

Shopping 298

Shopping Consumer Marketing ATS 298

Retail TouchPoints

FEBRUARY 2, 2024

The United States Postal Service (USPS) recently unveiled its first round of electric vehicle (EV) charging stations at a new Sorting and Delivery Center (S&DC) in Atlanta, Ga. The Postal Service expects to convert approximately 400 S&DC sites nationwide so they can serve as charging hubs for more than 66,000 USPS electric delivery vehicles.

Planning 298

Planning Location Marketing ATS 298

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Retail TouchPoints

FEBRUARY 1, 2024

Marketers will soon need to strategically rethink their measurement methodologies. The imminent end of third-party cookies in the second half of 2024 presents significant challenges for anyone reliant on cookie-based tools for tracking, targeting and attribution. But changes may be seen earlier — Google started disabling cookies for 1% of users on Jan. 4, 2024 — so marketers must develop a new approach to measurement for a post-cookie world.

Marketing 298

Marketing Planning ATS Management 298

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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Retail TouchPoints

FEBRUARY 23, 2024

CVS Pharmacy has partnered with Grubhub to make thousands of beauty, household, wellness and convenience items available for delivery from its 6,000+ stores in 48 states. The companies are kicking off the relationship with a collection of Daylight Saving Essentials designed to address the grogginess that often follows the time change, which will take place this year on March 10.

Checkout 293

Checkout Marketing ATS Store Operations 293

Retail TouchPoints

FEBRUARY 23, 2024

Image courtesy Wonder Image courtesy Wonder Image courtesy Wonder Image courtesy Wonder Wonder , the food hall concept from entrepreneur and Jet.com founder Marc Lore, has opened a new location in a Quakertown, Penn., Walmart. This is the 11th Wonder storefront in the U.S., and the first in Pennsylvania. It also is Wonder’s first official partnership with a brick-and-mortar retailer.

Location 290

Location Planning ATS 290

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Customer Experience