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Shopper Experience

Shopper Engagement delves into the latest trends and strategies retailers are using to cultivate long-term relationships with shoppers. Social media, mobile technology, in-store tablets and more are covered in this section. Subscribe to the feed and stay in touch with the latest retail happenings.

National Builder Supply Slashes PPC Spending By 60% With CallRail

While a necessity for most retail businesses, advertising can be expensive and sometimes complicated to manage. To ensure advertising channels and tactics meet expectations, more retailers are relying on the power of analytics.

National Builder Supply, an online wholesaler of lighting, kitchen and bath items, leveraged call tracking services from CallRail to gain further visibility into inbound calls and decrease pay-per-click (PPC) ad spending by 60% within a single month.

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87% Of Contact Center Leaders Say Agents Are Highly Stressed

RR Five9 ImageIn the retail industry, excellent customer service can help build a loyal consumer base. And store associates, call center agents and other service reps are the backbone of a successful customer service strategy.

To ensure customer service success, retailers agree that they need to keep their agents engaged and empowered. Up to 85% of contact center leaders agree that agent loyalty is an important priority to their brand, according to a report from the International Customer Management Institute (ICMI) in partnership with Five9.

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FootClicks Offers Proximity Marketing Solutions Through Mobile Devices

SS Footclicks ImageAlthough consumers have access to more shopping channels than ever before, the brick-and-mortar store provides emotional engagement that, to some, is unparalleled. To make the in-store shopping experience even more compelling, retailers can leverage proximity marketing solutions.

FootClicks is an indoor location platform designed to help retailers engage and influence shoppers through their smartphones. The platform’s Sensor Fusion technology is embedded into a retailer’s app, and uses multiple sensor readings from shoppers’ smartphones to calculate position and movement. Although there is no need for additional hardware, FootClicks is designed to integrate with beacons and other in-store technology.

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Get People Back In The Store Now: Old Solutions For The New Age Of Shopping

VP Gigwalk head shotThe success of e-Commerce giants has made underperforming brick-and-mortar retailers believe that the answer to all their problems lies in moving their businesses online. However, consumers still crave the ability to touch and feel new products and the instant gratification of making purchases on site. In fact, 78% of consumers still prefer to shop in-store, showing that the physical shopping experience is far from dead.

With that said, the task of wooing shoppers into making in-store purchases is becoming more and more difficult with so many channels to compare prices and brands. Showrooming, the practice of browsing in stores and purchasing online, has plagued many traditional retailers. Yet this practice goes to show that consumers are still interested in physically experiencing goods before they swipe their credit cards.

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How Physical Retailers Can Benefit From Partnering With Digital Businesses

RR Interactions2 ImageUp to 90% of consumers prefer to look at products in-store, even if they ultimately complete their transactions online, according to a recent survey from A.T. Kearney. Additionally, the U.S. Commerce Department reports that 94% of sales still take place through traditional retail channels.

But the reality is: We’re living in an omnichannel world, and consumers enjoy learning about — and buying from — cutting-edge online-only retailers.

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Do It Best Corp. Customizes 3,800 E-Commerce Storefronts With WebLinc

Launching an updated e-Commerce site can often be a thorough undertaking for a retailer needing a boost to its online presence. When a retail corporation has thousands of individual member-owned locations, streamlining this process while separating the brands can be even more difficult.

Do it Best Corp., a hardware, lumber and building materials cooperative with 3,800 member-owned stores, launched its e-Commerce site on the WebLinc commerce platform. Within the first six months of the new site launch, Do it Best Corp. recorded a 7% increase in conversion rates. The company also saw a 34% improvement in page load times, a 3% increase in average site time and a 5% drop in bounce rates.

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Uber Tests Same-Day Delivery Service For Merchants

Uber is testing a new same-day delivery service powered by its network of drivers, according to a report from TechCrunch. More than 400 retailers and brands, including Hugo Boss, Louis Vuitton, Neiman Marcus and Tiffany’s, have been either “in talks” with Uber or are already testing the delivery service.

Mobile shopping app Spring is partnering with Uber to test the program. The company sent a promotional email to app users offering delivery of select products from participating brands such as illesteva, Bing Bang Jewelry, Phyllis + Rosie, Mack Weldon, Jinsoon, Industry Standard, Outdoor Voices and Negative Underwear. Although the program undoubtedly targets consumers who want their orders as quickly as possible, it also targets higher-end brands with an online presence, as it empowers them to deliver locally available inventory to customers on the same day.

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Goodwill Introduces RARE Boutique Catered To Trendy Consumers

Branching off from the typical brand experience can be a big risk for retailers, especially if their primary experience is already successful and well known.

Goodwill of Orange County managed to build out one of its thrift shops into a trendy outlet for frugal shoppers by opening its newest community concept store, RARE by Goodwill, in Anaheim, Calif. The boutique styled store, which opened in December 2014, provides the 90-year-old organization with opportunities to evolve and keep pace with the changing consumer climate.

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Former Macy’s Exec Hones In On The Need For Buy Online, Pickup In-Store

Gregg-Aamoth-1As retailers seek to interact with consumers through all possible channels, one area they must heavily focus on is getting the final product to the customer efficiently.

It is apparent that industry players understand that they need to better build this link to the consumer; 71% of retail and consumer goods CEOs say that omnichannel fulfillment is a top or high priority, according to a survey from PwC.

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Build.com Taps SiteSpect To Boost Customer Experience With Site Testing

Online home improvement retailer Build.com has selected SiteSpect, a digital optimization platform, to help enhance its customer experience through web site testing and targeting.

Build.com is using the SiteSpect A/B and multivariate testing technology to optimize online content, imagery, navigation and layout. The retailer chose SiteSpect because the platform could run large-scale experiments on site search, pricing and shipping, checkout flow and whole site releases.

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Three Ways That Private Label Companies Can Better Connect With Consumers

evp head shot
For the longest time, the consumer gospel of private label has been:

  • Sometimes they’re just as good as — if not better — than the name brands.
  • Sometimes they’re not.
  • Sometimes they’re made by the same companies that make the name brands.
  • Sometimes they’re not.

If there is anything that consumers have learned about private labels over the last few years it is that they are consistently inconsistent and not exclusively in a negative or positive way. The same goes for product development and marketing. Retailers are consistently leaving missed opportunities on the table with their private label offerings.

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Retailers Close The Personalization Gap With Content Campaigns

If retailers want to capture the attention of savvy consumers, they need to provide personalized experiences across channels. However, providing these experiences remains a key challenge for businesses of all sizes and across categories.

For the most part, retailers understand the role of personalization in the buying process. In fact, as many as 83% of retail marketers think they do a satisfactory job in personalizing experiences for consumers, according to research from Adobe. Customers do not necessarily agree, and there is a wide personalization gap between both sides. In fact, the same survey indicates that only 29% of consumers feel retailers effectively offer them personalized content or offers.

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