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.

Shoptalk Insights: Global Commerce, VR, Pop-Up Retail

In its second year, Shoptalk did not disappoint. More than 5,500 attendees from 40+ countries swarmed the Aria in Las Vegas, March 19-22, to hear from retail executives and industry experts. Even some of the sessions’ overflow rooms were filled beyond capacity at times, and many sessions featured very quick presentations from fast-talking execs trying to squeeze in as much information as possible. Most of the key topics on the minds of retail industry execs were addressed during the conference. Here you’ll find the Retail TouchPoints take on a few of those sessions:

Amazon Tests Grocery Pickup In Seattle

  • Published in News Briefs
While many grocery retailers are going forward with expanding into home delivery, Amazon ironically is moving in the opposite direction. Known for convenience and quick deliveries, the e-Commerce giant, which recently announced multiple brick-and-mortar ventures including Amazon Books and Amazon Go, will be launching AmazonFresh Pickup, a drive-up grocery pickup…

Bazaarvoice-TurnTo Partnership Expands Depth Of Consumer-Generated Reviews

  • Published in News Briefs
Bazaarvoice and TurnTo Networks are partnering to enable TurnTo clients to syndicate their ratings and reviews into the Bazaarvoice Retailer Network. The partnership expands Bazaarvoice’s ability to import consumer-generated content (CGC) for retail clients, while providing TurnTo an additional syndication solution for its brands. These brands will be able to…

How To Create Personalized Marketing That Lives Up To Its Promise

Bad habits are hard to break — especially when they’re widely held and rarely named. The “personalization” brands practice often leaves much to be desired. While tailored messages to prospects can be effective in building relationships, they can just as easily fall flat and disappear into the avalanche of email in the average inbox. This is a habit worth breaking. Don’t settle for the bare-bones method of putting a customer’s first name on top of a generic sales email. Don’t only use segmentation to group customers into broad demographic categories, like sending all 20- to 30-year-olds a “hip” message about the hardships of being a Millennial. These techniques are obvious to customers, who are likely to ignore the messages, or worse tune out your brand altogether.

Will 2017 Be The Year Of E-Grocery?

The grocery retail vertical is in the midst of disruption — and we’re not just talking about Amazon Go. New research from Criteo goes so far as to say that 2017 will be the “Year of e-Grocery.” Consumers have shown their interest in, and demand for, e-Grocery. The latest research reveals that: E-Grocery adoption more than doubled in 2016; 31% will order groceries online in 2017; If a grocer doesn’t have an e-Commerce option, one out of three shoppers will spend their online dollars with another grocer in 2017; and 40% of e-Grocery purchases are made on mobile phones. So what has led to this disruptive adoption of e-Grocery, even though it’s hardly a new concept? (The Peapod grocery delivery service, for example, was founded in 1989.) Consumers’ demand for convenience seems to be one valid explanation. The convenience factor may also explain the rise of meal delivery subscription services such as Blue Apron and Hello Fresh. Large grocery retailers such as Walmart, Kroger and Meijer are even expanding their offerings to include grocery delivery and curbside pickup, an effort that could potentially help them compete against e-Commerce giants such as AmazonFresh or FreshDirect. While e-Grocery still represents only a small fraction of…

Shoppers Need To Feel In Control Of New Retail Technologies

Although many consumers remain wary of some retail technologies, if they feel that they have some control over the experience, their willingness to engage increases. The Oracle Retail 2025 Report revealed that: 64% of shoppers liked the option of using virtual reality to navigate a personalized in-store experience and having a hand-picked wardrobe to try on in-store; 58% were positive about the idea of having their grocer suggest a shopping list for their approval based on purchase history, social and environmental data; however 54% indicated that having a grocer automatically charge and ship items based on purchase history, social and environmental data was invasive.

#ShopTalk17: Target Debuts New Store Prototype; 2017 Will Be The Year Of eGrocery

This year’s Shoptalk event wowed attendees with a lot of cutting-edge, innovative announcements — from Instagram’s new shopping feature to new digital capabilities from retailers Jos. A Bank and Pottery Barn. Another can’t-miss moment was when Target CEO Brian Cornell unveiled a next-generation store format, which is scheduled to debut…

Alibaba’s Lee McCabe: China Must Be Part Of Retailers’ E-Commerce Strategies

If you’re a U.S. retailer, Alibaba, the Chinese e-Commerce giant, wants to work with you. The opportunities in China’s e-Commerce market may come as a surprise: research from eMarketer predicts that a quarter of the Chinese population will be shopping directly on foreign-based web sites, or via third party web sites, by 2020. Additionally, total revenue will jump to $1.1 trillion by 2020, according to Forrester. In an exclusive Q&A, Retail TouchPoints sat down with Lee McCabe, VP of North America for Alibaba, during the ChannelAdvisor Catalyst 2017 event in Nashville, Tenn., to learn more about his role at Alibaba, the perceptions U.S. retailers may have about the retail giant and the benefits of U.S. businesses expanding to China.

#Shoptalk17: Instagram Rolls Out Shopping Feature

  • Published in News Briefs
Instagram made a big splash at Shoptalk 2017, unveiling that it is expanding its Instagram Shopping feature to all fashion, apparel, jewelry and skincare brands using the commerce platforms BigCommerce and Shopify. The functionality is expected to roll out in Q2 2017. “People are in this discovery mind-set [on Instagram] and…

The Future Of The Instant Gratification Economy

It’s never been easier to catch a cab than it is today, thanks in large part to Uber. Now, instead of running around looking for taxis with their lights on, we can turn to our smartphones, punch in our addresses, and go. This convenience has given way to an entire movement of instant gratification and as consumers, we’ve grown used to it. The process has become so seamless that we often forget a key piece that’s conspicuously missing — the actual payment. Turns out, though, that this instant gratification movement was just the beginning. As consumers began to expect and understand the benefits of instantly hailing a cab, commerce as a whole has taken note — taking the values of automated payments, credit cards on file, and app-based shopping and expanding them tenfold.

How Retailers Can Transform ‘March Madness’ Into ‘Marketing Magic’

With the first weekend of the 2017 NCAA Men’s Basketball Tournament posting an average of 9.325 million viewers across all games and four television networks, “March Madness” continues to captivate both major sports fans and casual viewers alike. But the frenzy also can be a big boon to retailers and brands seeking to launch marketing campaigns. CPG food and beverage brands are obviously big beneficiaries of the tournament: During last year’s tournament, wing orders were 24% higher than during the days prior to the tournament, while pizza orders were 17% higher, according to data from Yahoo. Sponsor apparel brands increased web site searches 33% on the first day of the tournament versus the week prior.

31% Of U.S. Shoppers Will Order Groceries Online In 2017

  • Published in E-Commerce
As many as 31% of U.S. shoppers are likely to order groceries online in 2017, up 63% from the 19% that did so in 2016, according to a report from Unata. In addition to adding new customers, online grocers are retaining many existing ones: 80% of those who shopped online for groceries in 2016 say they would do so again in 2017. With the growing popularity of online grocery shopping, retailers must adapt fast or they’ll be left in the dust. In fact, 68% of consumers who shopped online last year said that they are ‘somewhat’ or ‘very’ likely to switch grocers to one with a better online shopping experience.

Removing Friction From The Shopping Experience: Webinar Series Preview

To secure long-term success in retail, brands must build better relationships with every consumer and create a seamless, friction-free shopping journey. That means optimizing all strategies from the first mile to the last, using the most relevant data and analytics strategies. The 2017 Connected Consumer Webinar series, taking place March 27-30, will highlight the hottest topics in retail: artificial intelligence, personalization, maximizing mobile investments, and the million-dollar question: What do consumers actually want? Retailers, analysts and subject matter experts will share innovative solutions and strategies as well as real-world success stories.

ShopKeep Swallows ChowBOT Online Food Order System

ShopKeep has acquired the online ordering software provider ChowBOT from Meerchant. The purchase will enable ordering, payment and delivery options for ShopKeep’s 8,500 QSR and full service restaurant clients. Terms of the transaction were not disclosed. ChowBOT’s features will be directly integrated into ShopKeep’s POS system. Foodservice operators will be able to sync their POS menu to online order sites where customers make their selections, complete payment and select from among onsite pickup, curbside pickup or delivery options. Order details will be automatically submitted to the restaurants, enabling these merchants to use third-party on-demand delivery providers such as UberRUSH or Postmates to manage their delivery processes.

How Facebook And Amazon Play Into Mobile-First At eBags

There are a number of reasons why eBags is succeeding in the competitive travel goods space. But a focus on mobile-first is a primary driver of success: in 2016, year-over-year (YOY) sales via mobile grew 70% for both Q4 and full year 2016, while mobile traffic grew 67% for Q4 and 53% YOY. Co-Founder and EVP Peter Cobb shares his insights into eBags’ success, as well as his personal viewpoints on the retail industry, in this exclusive Q&A with Retail TouchPoints: Retail TouchPoints (RTP):eBags is committed to a strong marketing strategy using Facebook. Can you talk about the benefits of working with Facebook?
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