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.

Biometrics Provider Secures $3 Million In Funding

Security solution provider HYPR has raised $3 million to accelerate enterprise deployment of its biometric authentication suite. The decentralized security solution verifies fingerprint, touch, face, voice, palm and eye recognition, and is use by Fortune 500 companies including financial institutions, insurance companies and e-Commerce providers. Many payment industry experts believe greater use of biometrics will be essential to the continued growth of m-Commerce and mobile payments. Research from Goode Intelligence forecasts that more than 1.1 billion consumers will be using mobile biometric technology by 2020, and that more than 16 billion online biometric payments will be made that year. Biometric technology is already being incorporated into some well-known payment systems, such as Apple Pay's Touch ID fingerprint sensor.

Bank Of America Expands Digital Payment Options With Modo Partnership

  • Published in News Briefs
A new strategic relationship between Bank of America Merrill Lynch (BOA) and ModoPayments LLC gives the bank access to multiple emerging payment systems via a digital payments hub. New global capabilities also will extend the reach of the bank's existing digital-to-consumer offering, Digital Disbursements, which allows organizations to make payments…

Personalized Product Recommendations Fuel Conversions For Pura Vida

Jewelry retailer Pura Vida has a compelling story to tell. The company began with two Americans, Griffin Thall and Paul Goodman, who were visiting Costa Rica on a post-college surfing vacation. To help defray the costs of the trip, they decided to see if locally hand-crafted bracelets would sell well back in their home town of San Diego. The 400 bracelets they placed in a bowl at a local boutique sold out quickly, and a business was born. Now, six years later, Pura Vida (Spanish for "pure life") has grown large enough to provide dozens of well-paying jobs for artisans in Costa Rica. The bracelets and other items, including apparel, are sold online and in approximately 2,500 retail locations, such as small boutiques and natural food stores.

Overstock Gets 30-Day Jump Start On Black Friday Promotions

  • Published in News Briefs
Overstock is getting a head start on the holiday season by holding a “Black Friday Sneak Peek” event on its e-Commerce site more than a month before the day actually takes place. The sales event, which runs through Oct. 27, spotlights  a growing reality: consumers are doing their holiday shopping…

Nordstrom Focuses On Mobile App, New Leadership Team To Engage Shoppers

In this exclusive interview with Shea Jensen, Vice President of Customer Experience at Nordstrom, Retail TouchPoints delves into the brand’s new mobile and digital initiatives. Acknowledging that Nordstrom shoppers are looking for a better digital experience, the department store retailer has implemented a number of updates to the branded app. “We’re continually looking at ways that technology can support evolving how we serve our customers, who increasingly want a digital shopping experience,” said Jensen.

3 Unique Challenges E-Commerce Enterprises Must Overcome

It was the advancement in technology that created the Internet and paved the road for the creation and success of the $2 trillion business we call e-Commerce. This market is projected to continue growing well into the future. While there are 12 to 24 million online stores in the marketplace, only 650,000 of them generate meaningful revenue. Successful online retailers, extraordinary as they may be, are facing three major problems. Surprisingly, these challenges arise from the advancement in technology, much like the rise of the e-Commerce space itself. Not surprisingly, their solution is also born of the same fabric: tech advancements.

Engage3 And Media Firm McClatchy Launch Digital Personalization Platform

Engage3, a competitive intelligence and consumer engagement platform provider, is collaborating with news media publisher McClatchy to launch a new AI-powered personalization solution. The solution is designed to enable retailers and brands to provide consumers with personalized offers based on their buying intent and past purchasing history. In delivering relevant offers to consumers, retailers and brands can optimize trade and promotion spend.

How To Win At Category Management

Many of you are likely familiar with the old investment warning, “past performance is not necessarily indicative of future results.” As we round out 2016 and begin talking and thinking about successful category management for next year, it is important to keep this adage at the center of our conversations. Conducting business as usual is frankly not going to work anymore. If you’re looking to win over and keep today’s shoppers, you need to not only be innovative but agile. In other words: take what you thought you knew about category management and blow it out of the water. Outlined below are a few things to keep in mind when thinking about your company’s category management process.

Despite Uncertainty, The Presidential Election Is Unlikely To Rattle Retailers

The upcoming 2016 presidential election certainly has captured the attention of most U.S. consumers for both its political and entertainment-driven value. But as retailers and shoppers await the results with uncertainty, consumer spending may not be significantly impacted. In fact, retail sales have increased 0.6% in September 2016 — the biggest spending jump in three months. The majority of consumers have stated that the election results aren’t going to affect their holiday spending, according to RetailNext. As many as 70% of shoppers say that if Republican nominee Donald Trump is elected, their spending habits will not change, while 68% say the same if Democratic nominee Hillary Clinton is elected.

67% Of U.S. Consumers Visit Stores After Researching On Mobile

  • Published in Mobile
Although shoppers can now use mobile devices to connect with and purchase from retailers, two out of three U.S. shoppers say they still follow up their mobile research with an in-store visit, according to research from XAd. Shoppers also are using mobile to engage more within the store, and are 75% more likely to use their devices upon entering the store than they were three years ago. Given that 78% of U.S. consumers researching products and services on their phones seek to make their purchase in one day or less, retailers must deliver timely, relevant messages to consumers whether they’re in the store or at home. Marketers also can enhance the in-store experience to enforce loyalty, or to retarget these customers on their devices at a later time to gain repeat business.

‘Major Purchase’ Journeys Shorten, But 82% Of Shoppers Still Wait For The Best Deal

Shoppers that purchase items priced at $500 or more are spending less time on the path to purchase than they have in the past, according to data from Synchrony Financial. These “major purchase” journeys took 63 days on average in 2016, five days less than the 68-day average last year. This purchase path is a full 17 days shorter than it was two years ago, when it lasted an average of 80 days. While these consumers are making their decisions more quickly, their interest in deals remains sky-high even in an improved economy: 90% of Synchrony cardholders compare prices and promotions to ensure they get the best prices; 82% still wait to make a purchase until they get the best deal; and 59% would never pay full price for an item.

BCBG Boosts Online Conversions 6% With Data-Rich Personalization

BCBG Max Azria is an old hand at personalization in the physical world, where it has been crafting strong relationships with customers for nearly three decades. In the e-Commerce world BCBG is more of a novice, but the retailer is discovering the nuances and granularity that are possible with the next generation of personalization tools. The brand already is achieving some significant results. Since going live in May 2016 with a data-driven customer experience platform from Qubit, BCBG has seen:

How To Turn Personalization Into A Real Strategic Asset

In retail, we like to throw terms around like they’re magical words. “Personalization” was the term of the moment during the Digital Summit (#ShopOrg16) in Dallas last week. But just saying it doesn’t make it relevant and strategic. That was the conversation I had with several executives during the event: How to turn the word “personalization” into a real, working strategy. Similar to the discussion we’ve had during the past several years about “Omnichannel,” now that we know we need personalization, we need to figure out how to execute on the imperative. As with most of today’s business goals, accessing, analyzing and using the right data is going to be the key to executing on the strategy.

How “Smart Sneakers” Are Creating A New Baseline For Customer Experience

“Smart” products are everywhere, it seems. Tennis shoes are no longer just shoes; today they track fitness levels or alert you when their sole is wearing thin. Your standard refrigerator is anything but standard; now it can now track your groceries and help you prepare a meal based on the ingredients available. The definition of what makes a product valuable has changed. Consumers now gauge value by the experience or outcome a product or brand can deliver. And retailers are competing frantically to see who can provide the most value and win the customer’s loyalty.
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