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.

Mastering The Data-Driven Customer Experience

AVP TimeTrade ImageDelivering superior customer service has been a focus for retailers since the dawn of modern shopping. We’ve all heard the phrase, “the customer is always right,” an indicator of the importance retailers put on delivering an excellent shopping experience. After all, a happy customer means a loyal customer, which in turn, means more sales.

That said, what constitutes a great shopping experience has dramatically changed over the years. With the rise of e-Commerce, more and more consumers are researching their purchases at home before they ever visit a store. The ability to investigate and compare products from the comfort of your home — or even from a mobile device — minimizes time spent visiting stores and gives consumers the freedom to browse at their convenience.


Lyft Rewards Drivers, Riders With My Starbucks Rewards

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As part of a new, multi-year deal, transportation network Lyft and Starbucks are collaborating to reward loyal drivers and riders.

Lyft drivers now have the opportunity to become My Starbucks Rewards loyalty program gold status members, and both drivers and riders can earn Starbucks loyalty stars, which are redeemable for food and beverages. Additionally, Lyft drivers can receive Starbucks eGifts from customers using the Lyft app. This gives users an opportunity to thank their Lyft drivers in a different, more personal way.


Shoppers Plan To Curb Back-To-School Spending

Although it seems like the summer has just started, some areas of the U.S. plan to kick off the school year in about a month. As a result, retailers are preparing for adults and students who plan to hit the mall and e-Commerce sites to stock up on apparel, electronics and office supplies.

This year, the average family with children in grades K-12 plans to spend $630.36 on electronics, apparel and other school needs, down from last year’s total of $669.28, according to research from the National Retail Federation (NRF) and Prosper Insights & Analytics. For this same demographic, total spending for the season is expected to reach $24.9 billion. However, with college students included, overall sales for the season will nearly triple to $68 billion.


Trunk Club Brings Personalized Shopping Service To Women

After nearly a year of rumors swirling, Trunk Club is officially diving into womenswear.

Although few details are available, the retailer has expanded the clothing preference section of the site to include “men’s” and “women’s.” Although no products are featured in the women’s section yet, consumers can submit their email address to secure a spot on a waitlist for the new service.


The Top 15 Stories Of 2015 (So Far…)

topstoriesWe’re halfway through 2015 and Retail TouchPoints already has covered a plethora of new industry trends and best practices through our features, special reports, awards programs and proprietary surveys.

While the Apple Watch and Internet of Things (IoT) turned the heads of industry analysts and retail executives in a number of articles, the final top 15 list also includes a variety of topics that are relevant to all retail businesses, such as: Pricing, inventory management, customer service and loyalty programs.


Localization And Personalization Become Key For Successful Back-To-School Campaigns

Although it seems most Americans have just completed the school year, retailers are already planning their back-to-school initiatives. As they start planning their marketing campaigns and sales, retailers should keep personalization and localization top-of-mind.

After all, two thirds of students and 74% of parents say ads promoting nearby stores are the most likely to drive back-to-school purchases, according to a survey from Eyeview. This tactic, also known as localization, is more impactful than retargeting campaigns, which were spotlighted by only 34% of students and 26% of parents.


The Parcel Shipping Issues Keeping You Awake At Night

VP BirdDog headshotParcel shippers are facing a triple whammy in price increases this year against the backdrop of heady market growth. Industry innovators like Amazon continue to change the playing field while consumers enjoy more power than ever in a buying cycle that now operates around-the-clock.  

What does all this mean for parcel shipping? Simply put, getting packages to your customers in 2015 is more challenging than ever. Following are some issues that may keep you awake at night, but also included are some ideas on mitigating the impact to help you experience a more peaceful slumber.


Value City Boosts Omnichannel Conversions With CloudTags

ValueCityUp to two thirds (66%) of retailers say omnichannel consumers are 11% to 100% more profitable than single-channel consumers, according to Retail TouchPoints research.

In order to engage these digitally savvy and empowered consumers, American Signature Furniture built connected shopping experiences for customers in its Value City Furniture store locations. By partnering with CloudTags, an omnichannel data platform provider, American Signature now is able to identify in-store shoppers who have left stores without making a purchase and successfully re-engage them.


Return Saver Eliminates Return Cost Concerns

For online shoppers, returning products can be a daunting and inconvenient experience. Not only do they have to go through the process of printing out return labels, packing the item and mailing it out, but they also need to pay a shipping fee.

To make the returns experience less expensive and complicated, Clarus Commerce has developed Return Saver. For an annual $49 fee, subscribers can ship an unlimited number of online purchases to their original sender via FedEx Ground, helping to eliminate concerns online shoppers may have about return shipping rates.


81% Of Unsatisfied Shoppers Don’t Tell Retailers About Their Poor Experiences

RR LoyaltyOne ImageThe majority (81%) of consumers who have had a poor shopping experience did not share feedback with retailers, according to LoyaltyOne and Verde Group research. Among these “silent” shoppers, 32% said they were unlikely to recommend these retailers to friends and family.

The shoppers who did notify retailers of their poor experiences and had their issues completely resolved were 84% less likely than silent shoppers to decrease their spend.


3 Ways To Achieve 1-To-1 Customer Engagement Through Product Promotion

VP site only Unata headshotReady to improve your customer experience? It’s a surefire way to make your customers happy and help you sell more. Luckily, we’re going to show you three incredibly simple ways to achieve 1-to-1 customer engagement through product promotion. All of these use cases can be personalized to individual customers in a way that increases your customers’ satisfaction and their cart size.

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