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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.

Sweet Deal: 5 Ways Godiva Is Rethinking Digital

Godiva Chocolatier Director of Ecommerce, Brita Turner, shares exclusive insights into the retailer’s recent digital transformation, which delivered 16% sales increases and a 12% boost in conversion rate.  The holiday season is always a critical time of year for retailers and for many premium brands, like Godiva, it’s more important than ever to create experiences that align with how customers shop today. New industry reports show that more than half of consumers plan to make a majority of their purchases online during the holiday season, which is not surprising given that data from comScore shows that total digital spend for the 2015 holidays exceeded $69 billion.

High-Tech Shoppers Are High On Mobile And Social Usage

  • Published in News Briefs
According to the Consumer Technology Association (CTA), 68% of consumers —roughly 170 million people —plan to purchase technology gifts this holiday season. With high-tech purchases expected to account for a major portion of consumer holiday spending this year, UPS launched the 2016 UPS How to Click with High-Tech Online Shoppers study to…
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‘Suggested Selling’ In Stores To Top 51% By 2019

  • Published in News Briefs
As the store’s role continues to evolve with consumer shopping preferences changing, omnichannel retailers aren’t just dabbling in personalization; they’re betting the farm on it. While currently just 7% of retailers use suggested selling based on what’s in the customer’s closet, that percentage is expected to jump to 51% by…
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How Virtual Reality Is Transforming The Retail Industry

In a world where physical and virtual environments are rapidly converging, industries are looking to find an effective touch point for marketing products to consumers. It is becoming increasingly necessary for retailers to provide customers with experience-based platforms that spark e-Commerce conversion rates. Virtual Reality And Branding

Why Conversational Commerce Is The Biggest Transformation In Retail

The physical retail shopping experience has remained pretty consistent over the past few decades, other than cosmetic changes to store layouts and signage. Some argue that the experience has actually declined since department stores and category killers have dominated foot traffic, and products like electronics and appliances have gotten more complex. Finding a store associate — and one who is knowledgeable — is consistently among the top dissatisfiers of retail shoppers. Meanwhile, online shopping has readily adopted new technologies and shopping aids, such as reviews, recommendations, site navigation, fast checkout and more. Moreover, online retailers can easily gather highly detailed data on customer preferences and behavior throughout their shopping journey, providing them with better opportunities for loyalty programs, cross-selling and upselling and retargeting.

Cybersecurity Risks Run High For Biggest Holiday Retailers

  • Published in News Briefs
All 48 of the nation's largest holiday retailers have multiple issues with domain security, and more than 90% have a missing SPF (Sender Policy Framework) Record, which increases the risk of an email spoofing attack reaching their customers. These are just a few of the alarming findings of the 2016…
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73% Of Retailers Plan To Have Unified Commerce Platforms By 2019

Retailers have ambitious plans to move toward the goal of "unified commerce." While only 22% of retailers currently have a unified commerce platform in place, 73% plan to have a unified commerce platform implemented by the end of 2019, with order management capabilities at the center, according to a survey report from Boston Retail Partners (BRP). Additionally, 56% indicate that creating a consistent brand experience across channels is a top digital priority. Given the tremendous growth of e-Commerce and mobile retailing, it may not be enough to simply optimize these channels; retailers must ensure that the offerings on every channel reflect the brand value.

Walmart Improves Brand Content Offerings With ItemMaster Partnership

  • Published in News Briefs
Walmart.com shoppers will soon have access to more engaging brand content across all channels. The retail giant announced a new content partnership with ItemMaster to make available manufacturer's Complete & Verified product records.  The partnership allows IM Certified Brand Content and additional IM Content+ branded content, such as videos and…
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Amazon Unveils Totally Checkout-Free Grocery Market

  • Published in News Briefs
The king of the retail jungle roars again. Amazon has unveiled a grocery store with no lines, no registers, no cashiers and no self-checkouts. Amazon Go, an 1,800-square-foot retail space located in the company’s hometown of Seattle, lets shoppers grab the items they want and leave; the order then gets…
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PayPal Adds Checkout Option For Squarespace Merchants

  • Published in News Briefs
E-Tailers using the Squarespace platform can now integrate PayPal Express Checkout into their online stores, using a new feature that is in public beta test. The new capability should help the significant portion of Squarespace merchants that sell internationally, since PayPal accepts payments in more than 100 currencies and from…
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GOAT Sneaker Marketplace Boosts Mobile App Performance

  • Published in News Briefs
Seeking to address speed and performance issues of its mobile experience, the GOAT premium sneaker marketplace has integrated the PacketZoom SDK into its app, serving as a complement to GOAT's CDN (Content Delivery Network). Key benefits of the implementation have included: • Increased speed of image downloads; • Reduced number…
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Lingerie Retailer Brings Voice Of Customer Into Product Decisions

  • Published in News Briefs
Etam, a leading French lingerie retailer, is seeking to improve its decision-making around merchandise by bringing in the voix of the customer. The brand is partnering with First Insight, which provides Voice of Customer (VOC) data by gathering real-time consumer data and applying predictive analytic models. "First Insight should help…
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PetSmart.com Revamps Site And Adds Same-Day Delivery

PetSmart has re-launched its e-Commerce site in time for the holidays; and in a move to keep up with Amazon, pet parents can now receive same-day delivery of online orders in select markets.  Changes to the company’s web site, which is powered by Salesforce Commerce Cloud, are designed to make it easier for shoppers to order regular pet staples such as food, over-the-counter medicines, grooming supplies, litter and bedding, treats and toys. Pet grooming and boarding services can also be booked online, and customers can opt to receive text message about deals through an opt-in SMS service. Mobile Mutts And Cellphone-Equipped Cats While Amazon remains a major catalyst for retailer innovation, PetSmart said its shoppers heavily influenced the relaunched site’s new features and functionalities. While it can’t be argued that pets use mobile phones, their owners certainly do. “Today, shopping and engaging with brands via mobile devices such as smartphones and tablets is very prevalent,” said Ivy Chin, Divisional SVP, Digital, for PetSmart in an interview with Retail TouchPoints. “Shoppers want to do research, compare and buy from their mobile devices. Our new PetSmart.com has a responsive design that is optimized for mobile, providing pet parents with a convenient mobile shopping…
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