Omnichannel / Cross-Channel Strategies

Cross-Channel Strategies offers readers an inside look at the successful cross-channel promotions, campaigns and programs employed by industry leaders. Retailers across industry segments and regions are adopting unique and innovative approaches to reaching today’s cross-channel consumers. Subscribe to the feed and stay in touch with the latest retail happenings.

Will Small Business Saturday 2015 Surpass Last Year's Bonanza?

With all the hype for Black Friday and Cyber Monday deals already kicking off the holiday season, it’s easy for small and medium sized businesses (SMBs) to get lost in the shuffle of the promotional chaos. However, the recent advent of Small Business Saturday has given these retailers a promotional platform of their own.

Consumers spent a reported $14.3 billion purchasing gifts at independent retail stores on Small Business Saturday in 2014, according to American Express. The credit card provider initially launched the concept of Small Business Saturday in 2010 to encourage consumers to spend money at their local businesses, instead of doing their typical shopping at major retailers.


'Tis The Season To Tailor Marketing Campaigns To Mobile-Empowered Shoppers

Ramsey Masri OtherLevelsHoliday shoppers are frequently creatures of habit, but as retailers and marketers know, shoppers' habits are changing.

This holiday season, retail marketers are faced with the challenging task of building bridges between customers' traditional holiday expectations (sales, discounts, holiday promotions) and the new realities of the mobile marketplace (smartphone browsing, easy-to-use shopping apps, mobile rewards programs, online offers, tantalizing text messages and more).


Shopping Joins Football-Watching As Prime 'Sofa Sunday' Activity

It's the Sunday evening of the long Thanksgiving weekend. You've finally made a significant dent in the leftovers and your most annoying relatives are on their way to the airport. So what do you do?

For many people the answer is, apparently, shop online using your handheld device. Aggregated advertiser data from MediaMath shows a definite spike in mobile traffic on "Sofa Sunday," with the most purchases made from 7 pm to 11 pm. In an interview with Retail TouchPoints, Edwin Lee, VP of Retail at MediaMath, explained the trends that are fueling the Sofa Sunday phenomenon, and revealed how retailers can best take advantage of consumer activity during this critical portion of the holiday weekend.


Brick-And-Mortar Retailers Should Add Unique Experiences To Shopping Trips

Glenn head shotWhile “omnichannel” has continued be a major buzzword permeating retailers' strategies as they strive to reach the consumer through every channel, there appears to be a new focus for forward-thinking merchants: the experience.

This “experiential” form of commerce focuses less on the actual products sold; instead it is designed to bring consumers into the retail store while also letting them know that they’re not just entering a "store". While these new store environments are positioned to help retailers stand out from their competition, they also differentiate the store from the online site.


Target, REI, H&M Take On The Holidays In Unique Fashion

Will the recent terror attacks in Paris have a dampening effect on holiday sales? What other factors will impact holiday shopping in 2015? Retail TouchPoints has been following all the news and predictions around what to expect this year, and in this article you'll find a comprehensive collection of predictions, implementations and strategies.

Most forecasters continue to predict that the 2015 season will be a robust one for retailers. Lower gas prices are putting more dollars in consumers' pockets, and rising confidence is making shoppers more willing to take that money out of those same pockets.


Target Leverages Mobile And Social Tools To Personalize Holiday Shopping

Target is engaging in a full court press to make "click and mortar" a reality for the 2015 holiday season. Initiatives include:

• Free shipping and returns through Dec. 25;

• New this season: International shopping and shipping to more than 200 countries and territories;

• Expansion of its Curbside pickup service to 121 stores (up from 21), which allows customers to complete their shopping without leaving their cars, at Target stores in Philadelphia, San Francisco, New York-New Jersey and Chicago;

• Expansion of the Instacart on-demand grocery delivery service to an additional territory in San Francisco. The service was piloted and initially offered in Minneapolis.


UK Home Improvement Retailer Upgrades Omnichannel Customer Experience

Wickes StoreWickes, a 256-store UK home improvement retailer, will upgrade both in-store and omnichannel customer interactions with a chainwide implementation of the OneView Commerce platform to take place during the first half of 2016.

The retailer, part of the Travis Perkins Group, is the first of its 19 brands to deploy the OneView Digital Store Platform, and is doing so with a full in-store POS and cross-channel implementation.


Six Tips For Omnichannel Success

Carol Leaman AxonifyWhether you call it omnichannel or multi-channel retailing, today’s retailers recognize the need to offer a fully integrated customer experience that is consistent across all touch points. In fact, 95% of retailers have either defined their retail strategy as omnichannel or are working towards an omnichannel approach.

But, while retailers provide a variety of touch points — such as bricks and mortar, mobile, kiosks, call centers and web sites — many consumers still prefer to shop at physical stores and are more likely to buy when helped by a knowledgeable associate. In fact, retailers have identified that knowledgeable associates are one of the most important factors in a great overall shopping experience.


Simpli Home Cuts Product Launch Times By 75% With Data Management Solution

When Simpli Home experienced a significant growth spurt three years ago, it brought benefits — and, as is often the case, a new set of business challenges. The furniture importer, which sells its products through major e-Commerce sites, including Amazon,, Macy's and Walmart, had started out selling only a small range of products. But as its offerings grew, the task of preparing product content for multiple web sites grew along with them — by leaps and bounds.

"We had begun with a small number of products and developed an understanding of what kind of content was required by these sites, and how each one needed different information," said Simpli Home Founder Yoram Weinreich in an interview with Retail TouchPoints. But when the company's previously limited product range "exploded" three years ago, Simpli Home found that its home-grown data management processes weren't meeting its needs.


Pier 1 Imports Adopts Certona For Omnichannel Personalization

Pier 1 Imports, a furniture and décor retailer, has partnered with predictive personalization platform provider Certona to deliver a tailored omnichannel experience to its customers. The partnership will support the retailer’s development of its ‘1 Pier 1’ corporate initiative, which is designed to create one cohesive experience in its brick-and-mortar and e-Commerce channels.

By leveraging the Certona platform, Pier 1 Imports can deliver curated, personalized product recommendations to its customers via the online store, mobile and email.


MasterCard Survey Projects 4% Growth In Holiday Sales

shopping cart holiday packagesThe combination of low gas prices and high consumer optimism levels have the MasterCard SpendingPulse survey projecting a healthy 4% increase in holiday sales this year, compared to the 2014 holiday season. This year, 75% of consumers say they are just as confident — if not more confident — over last year, according to a recent MasterCard survey. Additionally, the majority of consumers plan to pay for holiday spending with money on hand rather than long-term borrowing.

Consumers also are expected to invest more in experiences, with record spend on travel and restaurants projected for the 2015 holiday.


Shelfbucks Closes $6.5 Million Series A Funding Round

1ShelfbucksShelfbucks has secured $6.5 million in Series A funding to facilitate large-scale rollouts of its SmartDisplay and SmartShelf platforms. The platform provider for digital in-store offers has not disclosed the names of the investors.

The company also will use the new funding to expand its current 14-person staff by adding 10 employees, according to The Austin American-Statesman. It is currently hiring in areas including finance, engineering, mobile, sales and client services.


Z Gallerie Selects Full Suite Of Cloud-Based Aptos Solutions

Z Gallerie exteriorFashion-forward home brand Z Gallerie will deploy a full suite of cloud-based retail solutions from Aptos (formerly Epicor Retail Solutions). The end-to-end omnichannel solution, delivered in a Software as a Service (SaaS) model, provides Z Gallerie with strong CRM and e-Commerce functionality combined with solid financial reporting capabilities.

Z Gallerie will leverage a complete solution set that includes Aptos Store (for point of sale); Aptos Merchandising, Planning and Resourcing; Aptos Retail Analytics and Sales Audit; Aptos CRM and Clienteling; Aptos Digital Commerce; and Aptos Enterprise Order Management. The suite will enable the retailer to better understand customers' wants, needs and buying behavior, as well improve customer engagement and allow the company to expand its digital commerce footprint.


Holiday Shopping Survey Pinpoints Gaps Between Shopper And Retailer Expectations

DN Bronto 110515The holiday shopping season is approaching fast, and many retailers already have begun their seasonal marketing campaigns and promotions. But even though 60% of retail marketers began their holiday campaigns in September or October, only 24% of consumers said they had begun their holiday shopping, according to Holiday Planning Report: What Holiday Shoppers Want, How Retailers Plan to Deliver from Bronto Software and Ipsos. The report polled 1,000 consumers in the U.S. on their expectations for the 2015 holiday shopping season and included insights from 100 retailers on their plans to meet these shopper demands.

Although these early promotions could place retailers in a strong position once the 2015 holiday shopping bonanza officially kicks off, they also run the risk of fatiguing and frustrating shoppers.


Technology Takes Top Priority At Decoded Fashion Summit

Glenn head shotLast week, I attended Day 1 of the Decoded Fashion Summit held in New York City. While fashion admittedly has never been my area of expertise, the optimism and all around knowledge surrounding the event had me thrilled to be a part of it. The technology aspect of the event made the experience even better, illustrating just how progressive many retailers are when it comes to understanding visualization, shoppable content, mobile and personalization, among a bevy of other modern retail imperatives.

In emphasizing the theme of advanced technologies throughout the industry, Decoded Fashion partnered with The Science Project, a design and innovation agency for retailers, to display the "Bytes and Bricks" exhibit. It included sneak peeks into technologies from numerous startups such as Brickwork, CloudTags, Fashion Metric and Scigineer that are set to advance retail capabilities across all channels.

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