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Mobile content covers the gamut, from the implementation of mobile apps and mobile web sites to in-store mobile technology. A fast-changing industry segment, mobile presents unique challenges to today's retail organizations. This section will help retail executives stay on top of the latest news, insights and information to help solidify cross-channel strategies and draw traffic into stores.

Lowe’s, Home Depot Deploy New Apple Business Chat

With the recent release of the iOS 11.3 update, Apple device owners can now use the beta version of Apple Business Chat to directly access customer service from a small group of companies that include Lowe’s, Home Depot, Newegg, 1-800-Flowers and Apple as well as Marriott, Hilton, Discover, TD Ameritrade and Wells Fargo. “More and more, customers are showing that they prefer the convenience of messaging customer service versus making phone calls,” said Gihad Jawhar, Lowe's VP Digital Development in a statement. “As a leader in service, Lowe's is committed to meeting customer needs on their terms and through their communication preferences. Our support for Apple Business Chat makes messaging exponentially more powerful for our customers and our customer service agents.”

The WHO, WHY And HOW Augmented Reality Will Dominate Retail In 2018

A profound movement is being orchestrated by the big retailers to deliver AR. From Apple, Google, Microsoft, Alibaba, eBay and Amazon, more and more retail giants are offering new augmented and virtual reality experiences to customers. The frontrunners are already in full swing and it’s important to understand that you don’t need to be as big as these guys to start somewhere. It’s time for smaller retail brands to pay attention. Here’s why.

Shoptalk 2018 Secures Its Spot As A Must-Attend Retail Event

The impressive marketing and branding efforts have catapulted Shoptalk to the top of the events-on-your-radar list for retailers and brands, but the 2018 speaker lineup and massive 1:1 meeting setup has cemented the conference as one of the top “big” retail events-to-attend. As press attendees, it honestly was difficult to decide which sessions to cover and which meetings to schedule. Here’s a wrap-up of our key takeaways, in addition to the Quick Quotes article we shared last week:

Three Emerging E-Commerce Fraud Threats (And How To Defend Against Them)

The threat of fraud is significant, persistent and ever-changing, and an unfortunate reality for online merchants trying to grow revenue. Sophisticated and organized fraudsters are patient enough to play the long game for a big score, smart enough to impersonate real customers and frequently switch strategies. Juggling the need to satisfy customer expectations for quick, frictionless transactions while responding to changing threats is a major challenge for merchants. But it’s necessary to build a lifetime relationship with customers. Several especially troubling trends in e-Commerce fraud emerged this past holiday shopping season. Here are three of the top threats and tips for defending against them.

Macy’s Expands VR Pilot To 60 Stores, Will Add Mobile Checkout Nationwide By End Of 2018

Macy’s is unveiling two major features designed to transform and innovate the store experience, CEO Jeff Gennette said during a keynote at ShopTalk 2018. During the session, Gennette announced that Macy’s will bring VR furniture-selling tools to 60 stores by this fall and will debut mobile checkout in all stores by the end of 2018. The VR tools will allow customers to create a virtual replication of their home or specific room via their tablet, and then drag and drop various products into the 2D space. Using a headset, customers can then jump into that model and see what a couch might look like in their living room in 3D.

Adidas, Glossier Take Mobile Marketing To New Heights With Personalization, Shoppable Video

As if further proof of the importance of a mobile-first strategy was needed, holiday 2017 demonstrated the influence of mobile as both a shopping and customer engagement channel. On Black Friday 2017, mobile generated 54.3% of visits and 36.9% of revenue, while mobile accounted for 37% of orders and 56% of visits on Cyber Monday, according to Adobe Digital Insights. These figures are fairly convincing arguments for the case that today’s digitally savvy consumers now rely on the small screen as a critically important stop in their shopping journeys.

The Death Of Boring Retail: Exclusive Q&A With Steve Dennis

In this exclusive Q&A, industry expert Steve Dennis shares his predictions and recommendations for retailers struggling to find the best ways to survive and thrive in the age of Amazon. Dennis is the President of SageBerry Consulting, a strategic advisory firm focused on innovation and growth strategy for retail, luxury and social impact brands. Dennis will be speaking at the Retail Innovation Conference, April 30-May 2 in New York City. His session is titled: A Really Bad Time To Be Boring: Reinventing Retail In The Age Of Amazon.

How Will Gen Z Reshape Retail?

Given that the oldest members of Gen Z are just now reaching college graduation age (and the youngest are still finger-painting in kindergarten), it’s difficult to draw accurate conclusions about what this group’s ultimate impact on retail will be. Still, researchers and industry analysts have made predictions about Gen Z that have many retailers concerned about the fallout when these consumers start spending their own money, rather than their parents’: • Will anything draw these digital natives into brick-and-mortar stores, or will they rely almost exclusively on mobile and voice shopping? • Will Gen Z consumers follow in Millennials’ footsteps, spending their disposable income on experiences rather than possessions? • How will retailers meet the needs of this informed and savvy group of shoppers?

Exclusive CDO Q&A: BJ’s Goes All-In On Digital Transformation

In the midst of a multi-faceted digital transformation, BJ’s Wholesale Club is focused on offering convenience and value for its members. Recently appointed as the company’s first Chief Digital Officer, Rafeh Masood sat down with Retail TouchPoints for an exclusive and enlightening Q&A. Masood also will be presenting during the Retail Innovation Conference, May 1-2 in New York City, where he’ll share details on how he has been able to transform the culture and build out the digital team at BJ’s.

Customer Queries And Reviews Illuminate Sales For Lamps Plus

By increasing the variety and depth of UGC (User Generated Content) on its e-Commerce web site, Lamps Plus improved the customer shopping journey and armed consumers with significantly more information to guide their purchasing, both online and in-store. While Lamps Plus has sought out, collected and posted online product reviews for several years, customers’ questions and answers, visual reviews and checkout comments were put on the back burner — mainly because the retailer lacked the resources to implement the process.

Best Buy To Close 250 Small Format Mobile Shops

  • Published in News Briefs
Despite reporting positive Q4 sales results (up 9%), Best Buy will shut down 250 of its small-format Mobile stores across the U.S. by May 31, 2018. The retailer said the stores only contributed to a little over 1% of overall revenue, with costs of operations that are higher compared to…
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SMCP and PredictSpring Launch In-Store Mobile Associate App

SMCP and PredictSpring have collaborated to debut a mobile store associate app designed to align online and offline retail experiences. The new app integrates with Salesforce Commerce Cloud and is available at Maje, an SMCP contemporary Parisian fashion brand with 60 retail locations equipped across France, the U.S. and the UK.

Zuant Introduces Custom Skins For Mobile Consumer Engagement

Zuant, a developer of mobile lead capture solutions for companies seeking to maximize investment in trade shows, has unveiled Custom Skins for mobile apps. The Custom Skins are designed to enable users to incorporate their own brand identity into presentations to prospective customers, for optimal customer awareness and engagement. Zuant Custom Skins is a new feature bolt-on that opens up the home screen, toolbars and buttons to users for customization. Retailers can take their brand experience to the next level, enabling marketing and sales teams to deliver a heightened level of quality presentation for both in-store POS displays and on the road.

How Innovative Solutions Close The Store-Online Gap For Home Depot, Z Gallerie And Best Buy

It’s been a persistent retail challenge to connect consumers’ online and offline experiences. The ascent of mobile has made this challenge even tougher, because this portable touch point needs to be incorporated in retailers’ strategic thinking about the entire shopper journey, from pre-sale through post-sale. “The biggest challenge in the retail market is still offline/online integration,” said Pano Anthos, Managing Director of XRC Labs in an interview with Retail TouchPoints. “If you’re browsing online, how does the retailer know who you are when you come into the store?”
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