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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.

Thomas Pink Taps RFID For Real-Time Shopper And Product Tracking

  • Published in News Briefs
Thomas Pink has deployed a digital solution that will allow the luxury apparel retailer to track the movement of both people and products around its New York City store with the help of RFID and Internet of Things (IoT) multi-sensors. The Acuitas Digital IoT platform includes RFID sensors to provide real-time…
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Verifone Partnership Enables Shoppers To Pay Using Loyalty Points

  • Published in News Briefs
A partnership between Verifone and payment technology vendor FIS will enable shoppers to pay for purchases with the loyalty program points they've accrued via their credit and debit cards. The Verifone Points Redemption application connects to the FIS Premium Payback Network to allow third-party loyalty programs to participate. Merchants download…
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3 Guiding Principles Of Developing A 1-to-1 Customer Experience

The 1-to-1 customer experience: it’s what your shoppers expect. They experience it with Netflix and Facebook on a daily basis, and they anticipate that same convenient experience when they shop with you, too. If your experience doesn’t make it easy for your shoppers to find the right products, they’re likely to give up and go somewhere else. And in grocery, where your catalogue consists of tens of thousands of products, the challenge is even greater and more important. Good news! By leveraging data from a shopper’s online transactions (and their in-store purchases, if you have a loyalty program), you can tackle this challenge and deliver a world-class experience. From the home page to the catalogue to the cart, you can present each shopper with the products and specials that they are most likely to want, based on the trends in their purchase history.

Storyselling Marries Content And Commerce To Build Long-Term Loyalty

Many brands are embracing the convergence of content and commerce known as "storyselling" — even though metrics around its effectiveness are still being developed. The ROI of storyselling can be difficult to measure, because interactions are more about building positive relationships with consumers versus achieving an immediate conversion. "Telling stories is a way to tell your company's point of view, and we think about it as adding value to shoppers’ experience," said Amanda Hesser, CEO and Co-Founder of Food52, which sells kitchen products. Food52's storyselling efforts have helped the retailer improve its conversion rates by 20% over the past year, but she believes its true value will be long-term. "For example, if a customer sees a platter we're selling that has a salad on it and they click on the salad recipe, that's still a win, because you've piqued their interest. If they don't convert but you're building trust with them, you're building lifetime value."

Crate And Barrel Sharpens PIM As Infor Co-Development Partner

  • Published in News Briefs
Providing consistent, accurate and engaging product information across multiple touch points is critical to successfully interacting with customers today. To continually create frustration-free experiences for employees and customers, Crate and Barrel has become a co-developer of the Infor CloudSuite Retail software. Infor CloudSuite Retail is designed to combine omnichannel retailing…
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Radial Debuts Order Management System Suite To Enhance Customer Experiences

  • Published in News Briefs
Omnichannel commerce tech provider Radial has launched a new suite of solutions, services and partnerships designed to enable retailers to deliver improved customer experiences while focusing on profitability.    Radial has unveiled the Radial Order Management (ROM) enterprise-class order management system, a platform including features designed to improve:
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Ahold Upgrades WiFi, Network Bandwidth In 780 Supermarkets

  • Published in News Briefs
Seeking to create "smarter" stores for the three million customers per week visiting its supermarkets, Ahold USA has brought WiFi to 780 stores, while increasing network bandwidth to move data more quickly. Storewide WiFi connectivity has been instrumental for tailoring offers and promotions to mobile app subscribers as well as…
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Walmart CIO Terrell Stepping Down

Karenann Terrell, who has served as Walmart's CIO since 2012, will be leaving on Feb. 24, 2017. The retailer has not yet named a successor, according to The Wall Street Journal. Terrell had joined Walmart in 2010 as EVP of Information Systems after four years as CIO of Baxter International, a health care firm. Her recent initiatives have included Walmart's move into online grocery sales. Walmart did not provide any information on where Terrell is headed after she leaves.

Clutch Acquires Persio And Secures Funding

  • Published in News Briefs
Customer management and marketing analytics company Clutch has bought Persio in a deal designed to add new mobile marketing capabilities to its platform. Clutch plans to make the new mobile functionality available to its clients in Q1 2017. Terms of the transaction, which closed in December, were not disclosed. "With…
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NRF 2017: Retailers Become Video 'Stars' At RTP Booth

  • Published in News Briefs
Retail executives from iconic brands (Neiman Marcus, Guess) as well as recent disruptors (Touch of Modern, Truth in Aging) will be stopping by the Retail TouchPoints booth #423 throughout the NRF Big Show 2017. RTP editors will be conducting video interviews as well as presenting 2017 Customer Engagement Awards to…
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NRF 2017 Preview: A Big-Picture View Of The Big Show

New York City's Javits Center will bulge with 33,000 attendees and more than 500 exhibitors from Jan. 15-17, all in town for the NRF Big Show 2017. The visitors, representing more than 3,300 retail companies, will be there to visit two Expo Hall levels totaling more than 235,000 square feet, as well as the educational sessions led by the 300+ speakers. The keynote address, on Monday, Jan. 16 from 9 to 10 am, will be delivered by Sir Richard Branson, founder of the Virgin brand. In a "fireside chat" format with The Container Store Co-Founder and Chairman Kip Tindell, Sir Richard will discuss Undying Brand Engagement in an Age of Continuous Disruption and Reinvention.

Video And VR Technology Bring Store Tours To NRF Expo Floor

  • Published in News Briefs
A booth design using two stacked shipping containers will allow NRF 2017 attendees to see for themselves how retail can be redefined for consumers who are hungry for experiences. The iQmetrix booth #4323 will use iQmetrix Endless Aisle, 360 video and Samsung Gear VR to provide virtual tours of a…
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Understanding the Customer Journey In A Multiscreen World

Remember the days of one screen, one activity? Those days are long gone, and have given way to a more fast-paced, dynamic user experience. Today’s digital habits can be summarized as a blend of simultaneous and sequential movements from one screen to another, from smartphone to TV to tablet to PC. Multiscreening has quickly pervaded our everyday lives to become the norm, and it’s not so much a skill as it is an instinctive behavior. Perhaps this scenario sounds familiar: on your commute to work, you pause to open an email announcing the latest, cutting-edge connected coffeemaker. As both a coffee and smart home aficionado, your interest is piqued, so you tap through to the product page and quickly scan the details. But before you know it, you’re on the move again, headed towards the office, where you’re slammed with your usual phone calls, meetings, and putting together presentations. In the midst of the work day, you find a moment or two to revisit the coffeemaker product page — only this time, you’re browsing on your work computer. You take a deeper dive into the specs, feeling more and more ready to hit the purchase button...but then your boss swings…
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