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TouchPoints TV is a periodic video podcast which covers the Retail Industry and offers insights from leading executives on emerging strategies, innovative products and services, and recent retail news. Subscribe to the feed and stay in touch with the latest retail happenings.

Waitrose, PCMS Execs Reveal How End-To-End Platform Drives Mobile Self-Checkout

  • Published in Retailers

The theme of unified commerce pervaded throughout the 2019 NRF Big Show as more retailers realize they require back-end platforms to deliver value across the store experience. In a chat with RTP at the event, Matt Clifton, Head of Customer Experience at Waitrose, and Phil Curnow, Group Director of Program Delivery at PCMS, discuss how the UK-based supermarket leverages the platform provider’s solutions to deliver mobile scan-and-go self-checkout capabilities. Nearly 40% of Waitrose transactions are through self-checkout, Clifton says.

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Lamps Plus Wins Customer Engagement Award For Focus On Customer Feedback

  • Published in Retailers

Clark Linstone, CFO for Lamps Plus shares his insights on new initiatives that have revamped the retailer’s in-store survey efforts. The company now receives thousands of responses each month. One new feature focuses on real-time feedback that is shared with store managers within 15 minutes after the shoppers complete their comments. In turn, customers can receive responses to positive and negative feedback within an hour of the experience.

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Orvis Wins Customer Engagement Award For ROPIS Initiative

  • Published in Retailers

Dave Finnegan, CXO at Orvis, talks about a new reserve online/pick up in store (ROPIS) offering that has delivered a double-digit life in order size for the apparel brand. The strategy also is breaking down digital-to-physical silos: digital budgets’ paid search ads are now tied directly to a transaction. Orvis is working with several solution partners on new initiatives, including Aptos, Bazaarvoice, Topbox and Bizrate.

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Walgreens Deploys Handheld Devices To Bridge Digital And Store Experiences

  • Published in Retailers

Walgreens’ chainwide deployment of Zebra handheld devices to its associates provides them with new tools to personalize customer interactions and enhance store operations. Walgreens’ VP Special Projects Andrea Farris reveals how the associate experience mirrors the customer-facing Walgreens app and gives associates access to inventory and product data to improve interactions with shoppers.

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Brooks Brothers Wins Customer Engagement Award For Use Of In-Store Concierge App

  • Published in Retailers

Todd Treonze, CIO of Brooks Brothers, discusses the recent rollout of the Concierge app from Mad Mobile. Using the app, in-store associates can create personalized fitting sessions through mobile access to customer profiles, as well as online wish lists and notes about customer preferences. The app also provides an endless aisle of products across the full Brooks Brothers catalog.

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RFID Analytics Improve Conversion and Productivity At UNTUCKit

  • Published in Retailers

Launched as an online e-Commerce platform in 2011, UNTUCKit has expanded offline, opening its first store in Soho, New York City, in 2015. Since then, the company opened 20 stores in 2017 and is planning a similar expansion in 2018. When moving offline, UNTUCKit sought to collect the same detailed customer data it was able to collect online. To that end, the retailer is testing an IoT and RFID platform from SATO Global Solutions in the flagship 5th Avenue New York City store, designed to help manage inventory and improve the overall customer experience. Fitting room data is informing the retailer about what is and what is not being purchased. Worker productivity also is improved, which is improving the overall conversion rate.

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JCPenney Expands Fulfillment From Stores Chainwide

  • Published in Retailers

JCPenney has implemented Buy Online Pickup In-Store (BOPIS) across the chain. “Our goal is to get the product to the customer no matter how they want to purchase; make it a frictionless transaction for them,” he noted. “This year we fulfilled online orders from all 875 stores across the chain.” McFarland talked about the challenges in scaling up its fulfillment offerings. By partnering with ForeSee, JCPenney has been able to access relevant shopper data points that enable seamless checkout and in-store product pickup. McFarland’s final advice for other retailers: “The stores and online have to be the same team.”

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Site Optimization Drives Conversions At Walmart Canada

  • Published in Retailers

Walmart Canada converted its mobile site to be responsive to improve the customer experience. As a result, conversion has increased and the company has subsequently developed a native web app. “One of the biggest changes we made was to mobile navigation,” Kennedy said. “One of the big learnings was the work that goes into doing analysis,” he noted. “We have taken the learnings and logic and we’re now starting to apply that to self-checkout, kiosks and other visual touch points in stores.” McFarland’s advice for other retailers: “Never stop asking questions.”

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How Personalized, Gamified Training Boosts Bloomingdales’ Bottom Line

  • Published in Retailers

Chad McIntosh, VP of Asset Protection and Risk Management at Bloomingdale's, shares how the training platform from Axonify allows the retailer to understand what each associate is actually retaining from educational programs. Then, gamification helps engage the associate and ensure the lessons actually stick. The retailer has saved millions of dollars and created a safer environment for both associates and customers, and is expanding to enhancement of selling skills and product knowledge.

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Addressing Change Management Challenges At Lifeway Christian Stores

  • Published in Retailers

Lifeway Christian Stores is working with Relex to solve systems and integration challenges at its 170 stores. The new solution allowed the retailer to move away from using spreadsheets in order to manage inventory more effectively. “We needed an integrated system that would allow us to have a forward-looking picture when we allocated and replenished products for our stores,” said Bill Crayton, VP, Merchandising. The biggest implementation challenge involved change management among the internal team. “We had to really work hard to educate and go through the discovery process. We identified power users so they would own it and there would be accountability.”

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How The Entertainer Personalizes The Toy Store Experience

  • Published in Retailers

The Entertainer is one of the largest independent toy retailers in the UK and operates more than 100 brick-and-mortar stores, as well as an e-Commerce site. Retail TouchPoints sat down with Rob Wood, Head of Online at The Entertainer, to discuss the company’s partnership with SmartFocus, which resulted in a 44% increase in email click-through rates and 120% increase in mobile sales. Wood also shared insights on how to leverage real-time marketing and personalization to engage customers, and how it leveraged chat bots to help customers find the perfect toy.

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