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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.

Amazon Brings Prime Delivery Challenge To Grocery Industry

A long-awaited result of the Amazon-Whole Foods acquisition is finally here: Amazon will start delivering groceries from Whole Foods via its Prime Now one- and two-hour delivery service in select markets, including Austin, Texas; Cincinnati; Dallas; and Virginia Beach, Va. The service is expected to expand into more U.S. markets throughout 2018. Prime…
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Kroger CIO Q&A: Innovation Initiatives Leverage IoT, Mobile Scanning And Shelf-Edge Videos

Long gone are the days when supermarkets were the most risk-averse, tech-unfriendly retailers on the block. In fact, the nation’s largest supermarket chain, Kroger, displays a commitment to data, innovation and tech savvy that other retailers should envy. The leadership of Chris Hjelm, who has been EVP and CIO at Kroger since 2005, is one reason Kroger has been able to keep up with the times. “I came from a background of high-tech at companies including Orbitz, eBay and FedEx,” said Hjelm in an exclusive interview with Retail TouchPoints. “I created a research and development team shortly after I got here, and that’s been a huge contributor to innovation — and it’s a unique capability compared to many of our competitors.”

The Silence Of The Customer Service Representative

There’s an old saying in advertising about the power of repetition: Tell them you’re going to tell them something; tell them; and remind them that you told them. Perhaps it’s too old-fashioned for today’s fast paced world, but it’s a mantra that should be adopted by retail customer service. Recently, a lack of communication made a bad CX experience — a long wait for a product I had ordered — that much worse for me.  A few CX basics that this experience highlighted for me: If there’s a delay, let the customer know: Set up a triggered email that goes out when an item is X number of days past your promised delivery date; Explain but don’t blame: Even if you’re relying on a third-party shipper or fulfillment house, meeting customer expectations is still the retailer’s responsibility. Let the customer know you are dealing with the problem (this is assuming that you are dealing with the problem); If you say you’ll get back to me by next business day, then do that: Even if it’s just a no-news status update, follow through on what you’ve said you would do; Spread good news when you have it: When the problem is finally fixed and the package is…

Macy’s Ventures Into Pop-Ups With ‘The Market @ Macy’s’ Concept

Macy’s hasn’t always had a reputation of thinking outside the box, but the department store is bucking its somewhat staid image with the introduction of a non-traditional business model — pop-up stores. “The Market @ Macy’s” pop-up stores will appear in 10 Macy’s locations across the U.S., according to a report from CNBC. The pop-ups are part of a marketplace concept that provides pods of space to select brands and companies on Macy's ground floor to promote or sell their products. Most, but not all of the brands will be unique to the city they are in.

PacSun Road To Unified Commerce Begins With OMS

California-inspired teen fashion chain PacSun has embarked on a multi-year plan to deploy unified commerce, starting with the implementation of an enterprise Order Management System (OMS) within the next 12 months. “The OMS implementation will provide the foundation for the various use cases we want to expand to enhance the omnichannel shopping experience for our customers,” said Alan Flaesgarten, VP of IT for PacSun, in an interview with Retail TouchPoints. “The big win for PacSun is to sell our inventory in any channel, regardless of where the customer engages with us.”

Hudson’s Bay Picks CVS Exec As New CEO

HBC, parent company of iconic retail brands including Hudson’s Bay, Lord & Taylor and Saks Fifth Avenue, has appointed CVS executive Helena Foulkes as its new CEO, effective Feb. 19, 2018. Richard Baker, who has been acting as interim CEO, will continue as Governor and Executive Chairman of HBC.  Foulkes joined CVS in 1992 and rose to become EVP of CVS Health and President of CVS Pharmacy in January 2014. During her time at the company, she helped lead the retailer’s decision to discontinue sales of tobacco products, and the creation of the pharmacy’s digital prescription program, which is now used by 48 million consumers to fill prescriptions.

Survey: 81% Of Retailers Will Deploy Unified Commerce Platforms By 2020

Retailers understand that gaps between shoppers’ personalized experiences online and in brick-and-mortar stores are problematic, and they are employing technology to satisfy consumers across every channel, at any time and via the method of their choosing. Boston Retail Partners (BRP) identifies cloud-based unified commerce — the use of a single platform to support commerce for stores, mobile and the web — as the linchpin to competing in a fast-changing, omnichannel environment. In an online survey of 500 top North American retailers, BRP found that 28% of respondents have already implemented unified commerce, more than three times the percentage (9%) reporting that capability last year. By the end of 2020, 81% of retailers will have deployed unified commerce. “Retail and customer engagement models must transform,” said Brian Brunk, Principal at BRP in a statement. Because legacy retail applications and infrastructure are not equipped for today’s requirements, “retail winners in 2018 and beyond need to accelerate the transformation to cloud-based unified commerce.”

EBay Downplays PayPal; Brings In Adyen To Manage Payments

  • Published in News Briefs
In a move that will displace its former subsidiary PayPal, eBay is moving to manage the payments flow on its Marketplace platform internally. The e-Commerce retailer has signed an agreement with Adyen to become its primary payment processing partner, after eBay’s current agreement with PayPal expires in mid-2020. While PayPal…
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Finding The ‘Glue’ That Defines Customer Engagement At TechStyle

Q&A with Traci Inglis, Brand President, Fashion Brands – JustFab and Shoedazzle, TechStyle Fashion Group In this exclusive Q&A, Traci Inglis shares her insights into the magic behind TechStyle’s success with the brands under her purview, including JustFab and Shoedazzle. Founded in 2010, TechStyle serves more than five million VIP members across the JustFab, Shoedazzle and Fabletics brands. Before joining TechStyle in 2013, Inglis worked in marketing at Express, held a role in Retail Real Estate and Investor Relations at Westfield, and led the Digital Marketing and CRM teams across all brands at Torrid and Hot Topic.

Office Depot Accelerates Services Offerings With Oracle Cloud

Office Depot has been adding business and IT services to its offerings through acquisitions, including BizBox and CompuCom. The retailer also has made changes to its underlying IT infrastructure that will help it manage a more complex business. The 1,500-store retailer has selected Oracle Cloud Applications to support supply chain,…
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Luxury Fashion Brand Makes E-Commerce Debut

Although e-Commerce sales of personal luxury goods have been growing steadily, the category still has low online penetration: only 8% of luxury goods sales came through online channels in 2016. However, that share is forecast to more than double to 19% by 2025, according to McKinsey & Company data, as…
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