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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.

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

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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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66% Of Consumers Expect Drone Delivery Within Next Five Years

More than two thirds (68%) of consumers shop online at least once a month, and 28% do so at least once a week. Over the next few years, a number of new technologies are expected to emerge and change the way people browse and buy through the web. In a recent survey, Walker Sands spotlighted delivery drones and virtual reality.

Among the key findings, 66% of consumers said they expect to receive their first drone-delivered package within the next five years, according to the Walker Sands 2015 Future Of Retail Study. However, 36% of consumers actually expect their first drone delivery within the next two years.

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‘Top Quartile’ Retailers Drive Industrywide E-Commerce Growth

RR RJMetrics ImageTop quartile (Q1) e-Commerce businesses exceed competitors from a revenue perspective, according to RJMetrics. They earn more than $600,000 in revenue within six months of their first order, which is 329% higher than the average of all other companies.

These top performers also have an average order value (AOV) 36% higher than their competitors ($102 compared to $75). After three years, Q1 companies have approximately four times the number of monthly orders, resulting in 279% more orders overall, according to the 2015 E-Commerce Growth Benchmark Report.

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Retailers Embrace Personalization To Ramp Up Content Investments

As shoppers become more empowered and educated, retailers are tasked with the challenge of ensuring each consumer has a satisfying and memorable experience. Today's consumers have different shopping goals and preferences, and they now expect their browsing and buying journeys to align directly with their wants and needs.

To meet and exceed the expectations of choosy consumers, best-in-class retailers aim to display content that personalizes the shopping experience and helps build long-term relationships with shoppers. After all, 71% of retail consumers report that they like receiving personalized offers as they shop, according to the Adobe Retail Personalization Survey.

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Blueocean Persona Helps Bolster Segmentation Efforts

Organizations still face challenges when trying to identify and understand their digital consumers. Despite having access to consumer data, retailers aren’t always able to successfully harness it.

Blueocean Market Intelligence has unveiled Persona, a proprietary solution designed to enhance customer segmentation efforts. The solution also is positioned to conduct independent customer segmentation exercises.

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Christopher & Banks Enhances ‘Customer First’ Strategy With Epicor

ChristopherBanksChristopher & Banks, a casual women’s apparel retailer, has selected a series of retail solutions from Epicor Software Corporation to support its “Customer First” strategy and commitment to operational excellence. To drive improved efficiency and an enhanced customer experience, the company will leverage the Epicor Retail platform across its more than 500 store locations across 43 states.

Christopher & Banks will upgrade its CRM to the Epicor Retail CRM 7.0 platform. Used in conjunction with the Epicor QuantiSense Retail Business Intelligence solution, the new CRM will help create an enterprise-wide, single view of customer information across the store, e-Commerce site and call center. Acquiring these comprehensive customer profiles will empower the retailer to craft personalized marketing campaigns and offers for its valued customers.

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UPS: ‘Flex Shoppers’ Continue To Control Shopping Climate

Today’s shoppers now expect to be able to shift from one channel and device to the next at any time, especially with the prevalence of mobile. This cross-channel environment is the new norm, as 43% of all purchases made between February and October 2014 combined store and online interactions, according to the 2015 UPS Pulse of the Online Shopper Global Study.

These consumers want to be in control of the path-to-purchase, from retailer selection and product reviews to delivery options and returns, and are known as “flex shoppers.” UPS, in conjunction with comScore, released the second annual study, which revealed emerging e-Commerce shopping trends in five markets: Asia, Brazil, Europe, Mexico and the U.S.

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Facebook Shakes Up Customer Service With New Messenger Offering

EverlaneMany consumers visit social networks to learn about a brand, its products and even ask questions. According to the 2014 State Of Multichannel Customer Service report from Parature, 35% of consumers said they have tapped social networks to ask a service question. Moreover, 51% of this group said their experience gave them a more positive view of a brand.

Facebook is trying to make the social customer service experience more interactive and interpersonal with its new Businesses on Messenger service. Announced during the annual F8 developer conference, the solution is designed to eliminate the need to engage with brands and retailers on the phone, according to Facebook Founder Mark Zuckerberg. The social giant will provide a new suite of features that will allow businesses to provide more personalized digital service to customers.

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Nielsen Partners With RetailNext To Accelerate In-Store Analytics Adoption

retail-next-nielsenIn-store analytics solution provider RetailNext and audience measurement company Nielsen have formed a strategic alliance. Through the partnership, Nielsen will extend RetailNext’s proprietary in-store analytics to its retail clients, which span across grocery, mass merchant, drug, convenience and dollar stores. The partnership, as a result, will help RetailNext expand further into CPG retail channels.

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FramesDirect.com Drives Growth With Ratings And Reviews

Buying eyeglasses online can be a challenging process. After all, there is a multitude of factors to consider, including face shape, lens strength and overall style and durability of the frames. 

Using consumer ratings and reviews, FramesDirect.com provides shoppers with a wealth of knowledge and insight regarding the quality and style of its glasses and eyewear. With Trustpilot, the eTailer collects approximately 3,600 reviews a year, leading to a 4.1 star rating, which it displays in search engine results.

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Sportsman's Warehouse Hosts Fifth Annual National Ladies' Night In Stores

SportsmansSportsman's Warehouse, a sporting goods and outdoors retailer, is hosting the fifth annual Ladies’ Night in stores on March 26, 2015. The retailer designed the event to celebrate thegrowing number of women who regularly participate in outdoor sports such as hunting, fishing, camping and shooting.

During the Ladies Night event, attendees will have access to a series of educational seminars and clinics. Subject matter will range from shooting sports seminars to Dutch oven cooking demonstrations. Consumers also will be able to participate in contests, drawings, raffles and games, and enjoy free food, beverages and in-storespecials.

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