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.

Kohl’s Debuts Private Label Plus-Size Brand

  • Published in News Briefs
For spring 2019, Kohl’s will launch its EVRI private label plus-size women’s apparel brand. The introduction of EVRI, which stands for Easy, Versatile, Real (Value) and Inspiring, is part of a planned transformation of Kohl’s plus-size shopping experience both in-store and online. The EVRI brand will include tops in sizes 0X-4X…

Macy’s, Cosmopolitan Bring Makeup Try-On Experience From Print To Digital

Macy’s has partnered with Cosmopolitan magazine and Perfect Corp., the creator of the YouCam AR-powered makeup app, to deliver a virtual try-on feature through an eight-page native content package. The pages will showcase select Juicy Couture products. Using a smart device, readers can snap a photo of a special QR code, which will bring them to a destination on where they’ll be able to choose a try-on experience, test out the look using YouCam Makeup facial mapping technology and shop the products directly from the page.

RSP Series: How Retail Leaders Improve Customer Acquisition And Retention

Any retailer’s long-term health requires finding the right balance between acquiring and retaining customers — particularly the loyal and big-spending types of shoppers. But rapid changes in both consumer expectations and the competitive landscape have rewritten many of the established rules for customer acquisition and retention. The 2018 Retail Strategy and Planning (RSP) webinar series, hosted by Retail TouchPoints, uncovered several new strategies for tackling these timeless challenges. Following are brief recaps of six webinars in the #RSP18 series, now available on-demand. [Read a recap of the Holiday Predictions webinar, sponsored by Salesforce, here.]

The Death Of Retail Or A Retail Renaissance — Which Is It?

Both property companies and retailers are reporting a crisis and the death of retail. Stores are being shut down or shrinking their footprints, and the traditional retail format with merchandise lined up on shelves is a dying breed. Yet at the same time there is a renaissance going on in retail, and we are seeing examples of brands and retailers that are able to reinvent their businesses and adapt to a new market and new consumer behaviors — allowing them to increase customer loyalty in the bargain.

Brick-And-Mortar Clothing Retailers: Replace Mannequins With In-Store Tech

Once you’ve worked in the mannequin business, you become judgmental of others — other mannequins, that is. And I mean really judgy. You might not consider mannequins terribly significant, but they are: Brands that “get it” make hefty investments to design custom mannequins in an effort to illustrate their brand stories. Brands each have a unique fit, attitude and persona, and mannequins are a way to personify the brand and bring designs to life through well-crafted and thoughtful aesthetics. Consider Nike: It pushes the creative envelope time and again with custom mannequin collections, featuring poses from static to full-on active (like its NFL collection from 2012, for example, created through design firm Fusion). Not only was this mannequin line aspirational, but it also brought a brand story to life, fusing Nike’s activewear with America’s love for football.

Exclusive CEO Insights: Three Strategies For The Retail Industry To Employ By 2020

The National Retail Federation raised its outlook for 2018 retail sales to climb 4.5% compared to the prior forecast range of 3.8% to 4.4%. With tax reforms and other positive economic indicators like higher wages, the uncertainty around a trade war with China hasn’t impacted retail sales for the first half of the year. In terms of e-Commerce, according to the U.S. Department of Commerce, a decade ago it accounted for roughly 3.5% of total retail sales — a proportion that surged to 9.5% by the first quarter of this year. With the continuing growth of massive online retailers (as well as the rising demand for online shopping options across the board), e-Commerce will comprise an even greater share of retail transactions in the coming years. Like the rest of the retail world, the home goods and services industry is experiencing substantial digital growth. While the vast majority of consumers still want to be able to see and touch furniture and other home items before making a purchase, high-quality online shopping experiences are becoming more and more essential. According to a recent eMarketer report, e-Commerce sales of “furniture and home furnishings” increased by 14.7%, 15.6% and 16.4% in 2015, 2016 and 2017, respectively. With this fact in mind, there are three goals that home retailers should pursue to ensure…

Interacting With In-Store Technology Boosts Brand Confidence For 46% Of Shoppers

Technology has made brick-and-mortar retail more convenient than ever, but it can also be a point of friction for shoppers: more than 80% of consumers have encountered technical issues at stores and restaurants, and 60% have had multiple encounters with technical problems, according to The Digital Forward Customer Experience report by Boomtown. However, the advantages of tech outweigh the downsides, and even pure play e-Commerce retailers are embracing an omnichannel approach.

Want To Reinvent The Customer Experience? Start With Assortment Planning

Every retailer knows that if it wants to be successful and profitable, it must strategically align its product selection to meet customer needs. Creating compelling, curated collections requires more capable assortment planning. However, assortment planning can be a major pain point for retailers, due to the number of people involved and the complexity of the details required to be effective. Traditionally, the process includes a slew of meetings, the never-ending consolidation of spreadsheets, and cobbling together information from dozens of systems to get it all done. Retailers are perpetually racing against the clock, yet at the end still often find themselves saying, “We could have done this a lot better, but we ran out of time...”

Exclusive Q&A: Which Retail Jobs Are Safe From A Robot Takeover?

Retail, hospitality and other service-oriented industries have been seen as relatively immune to the job-killing effects of robotics, automation and AI. But as these technologies grow more sophisticated, retail’s resistance is weakening. Futurist Martin Ford, author of Rise Of The Robots: Technology And The Threat Of A Jobless Future, notes that robots are already reducing (or eliminating) the number of humans needed to do many jobs, including: • Warehouse work;• Checking in-store inventory;• Providing customer service; and• Staffing points of sale. In an exclusive interview with Retail TouchPoints, Ford identifies the advances in robotics and AI that are accelerating the fastest. He also identifies a selection of job categories that are safe from the march of automation — at least for now.

Walmart Expands Handy Installation Services To Online Shoppers

  • Published in News Briefs
Walmart shoppers buying electronics and appliances online will soon be able to add on assembly and installation services provided by Handy. The offering debuted this week, with plans to roll it out nationwide through September, according to Bloomberg. The retail giant first partnered with the in-home services company in March…

Exclusive CEO Q&A: How Sustainability Drives Customer Loyalty Among Coyuchi Subscribers

The Coyuchi For Life tagline couldn’t be simpler: New Linens. No Landfill. The idea is simple too — Coyuchi, which has provided organic home products including bed linens for 25 years — offers Coyuchi For Life subscribers new towels, sheets and duvets every six, 12 or 24 months via a monthly fee. When customers are finished using the items, they send them back in “return kits,” and the company renews, upcycles or recycles the products. The program, which kicked off in April 2017, was designed to address the 10 million tons of textile waste that end up in landfills annually. Additionally, Coyuchi For Life taps into several powerful consumer trends, according to CEO Eileen Mockus:

Small-Format Mall Concept Creates Retail United Nations In NYC

HiO, a small-format mall concept, will open its first space in Acadia Realty’s City Point shopping complex in Brooklyn, N.Y., according to CNBC. The space will feature nine retailers, including eight international brands, and serve as a test to see whether the concept can draw in shoppers with its unique assortment of companies.

China’s Parcel Shipping Volume More Than 3X U.S. In 2017

  • Published in News Briefs
The number of parcels shipped globally grew 17% in 2017 to 74.4 billion parcels, and China was the main growth driver: its parcel volume increased 28% year-over-year. China’s parcel volume of 40.1 billion packages is more than 3X that of its nearest competitor, the U.S., which shipped 11.9 billion parcels.…

Paper Source Expands ‘Return Bars’ Service To All 125 Stores

  • Published in News Briefs
Happy Returns, which offers a combination of software, services and logistics for returning items purchased online, will place its “Return Bars” in all 125 Paper Source stores by the end of September. The chainwide expansion follows an 18-store pilot program that began in March 2018 in Chicago and Los Angeles.…
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