Omnichannel / Cross-Channel Strategies

Cross-Channel Strategies offers readers an inside look at the successful cross-channel promotions, campaigns and programs employed by industry leaders. Retailers across industry segments and regions are adopting unique and innovative approaches to reaching today’s cross-channel consumers. Subscribe to the feed and stay in touch with the latest retail happenings.

Albertsons-Plated Acquisition: Will It Create A Domino Effect For The Meal Kit Segment?

Albertsons Co., the second largest supermarket chain in the U.S. by store count, is jumping into the $5 billion meal kit delivery market, acquiring Plated for an undisclosed sum. Plated will continue to sell its meals directly to consumers through its online subscription service, but in the coming months the company also will sell the kits in Albertsons stores. In an interview with Retail TouchPoints, Michael McDevitt, CEO of healthy meal kit delivery service Terra's Kitchen, noted that he sees the Albertsons-Plated acquisition as one of the “lead dominoes” that will fall, enabling the entire meal kit segment to thrive and expand going forward.

Innovators Point The Way To The Store Of The Future

The so-called “retail apocalypse” may have been debunked, but there’s still no question that the industry is in the midst of profound change. Retailers aren’t just looking for ways to tweak the shopping experience; many seek to reimagine every aspect of how they will interact with consumers. Pano Anthos, Founder and Managing Director, XRC Labs, brings a perspective that is both future-oriented and grounded in today’s retailing requirements. He has identified five key themes that are reshaping store-based retail:

A Harsh Reality: Retailers Aren’t As Customer-Centric As They Think

Despite how confident retailers may feel about their ability to relate to the customer, they should always invest more in the shopper experience — because chances are they aren’t doing enough. While 75% of organizations believe themselves to be customer-centric, only 30% of consumers agree with this sentiment, according to research from Capgemini. The organization-consumer divide extends to Net Promoter Score (NPS) — an index ranging from minus 100 to plus 100 that measures the willingness of customers to recommend a company's products or services. For example, 90% of companies believed that their organizations’ NPS had increased by five points over the last three years. But only half of consumers agreed (54%) with this sentiment.

Verizon, LiquidPixels Debut Optimized Imaging For Multiple Devices

  • Published in News Briefs
Verizon Digital Media Services, an online video streaming and content delivery network, has partnered with LiquidPixels, Inc. to launch a new Verizon Dynamic Imaging option. The technology is designed to improve web site image quality and load speeds as well as reduce the cost and complexity of image storage and…

Chinese Consumers Favor U.S. Retailers For Overseas Online Purchases

Just over half of consumers in five Chinese cities have purchased from foreign merchants/marketplaces during the previous year, and U.S. retailers are a favorite destination: 89% of shoppers “bought American,” according to a survey conducted by PayPal. That’s nearly twice as high as the percentage for the second-place country, the UK, which attracted 46% of shoppers, and third-place Japan, at 42%. Accessories (83%) and clothing (68%) were the product categories most frequently bought from U.S. merchants.

L’Oréal Brings Digital Personalization To Hong Kong Millennials

  • Published in News Briefs
L’Oréal has selected Emarsys, a global marketing cloud company, to support its digital transformation strategy by providing highly personalized and automated marketing to consumers in Hong Kong. The company is specifically seeking to more effectively engage with Millennial and youth audiences, according to Julien Raffin, Head of Digital and CRM at…

57% Of Marketers Don’t See Value In VR

Virtual reality (VR) and augmented reality (AR) have generated plenty of attention in retail in recent years, but most retail marketers still don’t see the benefits of the technology. As many as 57% of retail marketers report that VR does not apply to their organization, while 55% say AR does not apply, according to data from Yes Lifecycle Marketing. The number of marketers presently using VR (7%) and AR (8%) remains miniscule. And up to 35% of respondents said they have reservations about AR/VR and/or do not intend to use it, so there’s little indication of momentum for the technologies building any time soon.

To Fulfill By Amazon Or Not? Brand And Tax Implications Shared In Exclusive Q&A

With major brands such as Nike, adidas, Disney and Victoria’s Secret all selling directly on Amazon, it’s clear that more of these companies are considering bypassing third-party sellers altogether to reach the customer. This could pose a big problem for sellers’ profit margins, particularly as many of these companies rely on the power of these brands’ products to stand out from other marketplace sellers. As of Q3 2016, third-party sellers sold half of the total units on Amazon, indicating that the marketplace has grown popular along with the retailer. Now that brands are taking note of Amazon’s popularity, the third-party sellers that boosted marketplace sales must work even harder to build relationships with them.

Alibaba Mall Moves Internet Giant Further Into Physical Retail

  • Published in News Briefs
Construction is well underway on a five-story Alibaba mall that is scheduled to open in April 2018, according to Chinese financial group Caixin. Located near Alibaba headquarters in Hangzhou, China, the “More Mall” is being built on a 40,000-square-meter plot of land. It will reportedly house unique brands from the…

The Home Depot And Google Voice-Activated Shopping: A Not-So-Odd Couple

When Walmart partnered with Google Home in August, it added competition to a voice-activated shopping market that Amazon and its Alexa service had largely dominated. While it was only a matter of time before another major retailer entered the voice-shopping mix, The Home Depot was one of the last companies I expected to make this jump so soon. Yet the retailer’s larger-than-expected e-Commerce presence, which drives shoppers to pick up an astounding 43% of their online transactions in a store, shows that the technology may be the right fit for the brand after all. On the surface, The Home Depot wouldn’t seem like a spot where voice activation is necessary. The retailer has been one of the few major traditional merchants to experience continued growth in recent years, reporting its highest revenue ever in Q2 2017. Comparable store sales growth (6.3%) blew past expectations (4.9%), while earnings per share ($2.25) also beat initial estimates ($2.22). That all adds up to a brand that has been doing quite well without needing to integrate the newest, flashiest (and often overhyped) technologies.

Top 5 Strategies For Selling To Millennials

Capturing and keeping the attention of Millennial shoppers is the holy grail of brands and retailers these days. At 80 million strong, Millennials represent one quarter of the nation’s population and starting this year, they will spend more than $200 billion annually, estimates Ad Age.   But the battle for Millennial mindshare won’t be won with traditional sales and marketing activities. In today’s digital economy, competition is fierce. The sharing economy and on-demand services have given Millennials more channels than ever before to obtain information on products and services.

Jason’s Deli Boosts E-Gift Sales 50% With Paytronix

  • Published in News Briefs
Jason’s Deli needed a new gift card services provider to turn its plastic and virtual gift offerings into strategic marketing vehicles. The casual restaurant group chose Paytronix Systems’ Store-Value platform to boost revenue and gain new customers. Since the implementation in September 2016, Jason’s Deli has seen a nearly 50%…

Metro Shoes Taps IBM Watson To Streamline Inventory Management, Personalization

  • Published in News Briefs
Indian footwear retailer Metro Shoes is launching a digital commerce platform powered by Watson Customer Engagement hosted on IBM Cloud. The platform includes the IBM Watson Order Management and Commerce solutions. With a countrywide footprint of 350 physical showrooms, an expanding brand portfolio and shifts in customer preferences, Metro Shoes…

Cargo Mobile Vending Machines Serve On-The-Go Uber, Lyft Riders

Ridesharing platforms such as Uber and Lyft have become major disruptors in public transportation, and one company wants to leverage their popularity to offer passengers products such as phone chargers, beauty products and M&Ms while in transit. Cargo Systems recently launched Cargo in New York and Boston. The company has access to Uber's Driver API and gives preferred access to drivers who sign up using their Uber profile. Drivers in other ridesharing programs such as Lyft can join as well.
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