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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.

Yes, Customer Experience Still Matters For Retail

The pace of change, rising consumer expectations and emerging technologies give retailers a lot to consider as they try to create a just-right customer experience. People are spending more time online as screens become larger and web connections faster, but according to Mary Meeker’s 2018 Internet trends report, with more people now owning smartphones, growth is harder to come by and there are fewer new people left to connect. With so many online businesses vying for a customer’s attention, brands need to focus more than ever on making meaningful connections to stand out.

Exclusive NYC Tour: The First Nordstrom Men’s Store

  In this edition of TouchPoints TV, Retail TouchPoints Senior Editor Glenn Taylor chatted with Shea Jensen, Senior VP of Customer Experience at Nordstrom, to understand the innovations at the first-ever Nordstrom Men’s store, located on the corner of 57th and Broadway in New York City. The three-level, 47,000-square-foot store, which opened in April 2018, joins two off-price Nordstrom Rack stores in Manhattan. Nordstrom is just getting started, however: the retailer will open a 320,000-square-foot full-line store across the street from the Men’s store in Fall 2019.

What Do Shoppers Really Want From In-Store Technology?

  • Published in News Briefs
Technology can certainly enhance the in-store experience, but only if it solves a specific customer problem or streamlines the shopper journey. Retailers seeking guidance about which in-store technologies to invest in — and which ones shoppers aren’t quite ready to embrace this holiday season — can find answers in the…
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New Sam’s Club Store Will Be A Mobile-First, AI-Powered Tech Lab

  • Published in News Briefs
Sam’s Club is set to open its Sam’s Club Now store in Dallas, designed as a real-world technology innovation lab. The store will test technologies including mobile-enabled shopping; smart shopping lists that use machine learning and shoppers’ past purchase data; and augmented reality to tell the “stories” behind products. “At…
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How CX Will Make This Holiday Less Apocalypse And More Revival

As autumn moves into full swing, retailers work to finalize their preparations ahead of the holiday shopping surge. Each year, the fourth quarter plays a significant role in ensuring retailers remain profitable, but this season holds even more weight, as some experts predict it to be the most successful holiday season since the “retail apocalypse” began. The road to a profitable season is paved by those who do right by their customers; by those who provide a positive, personalized and multi-channel experience that leaves their customers wanting more.

The Snuggle Bugz Baby Formula: Abundant Content Builds New Parents’ Confidence

There’s no shortage of advice for parents, particularly first-timers. In fact, it’s all too common for new moms and dads to suffer from a bad case of information overload. Retailers in this space want (and need) to be perceived by shoppers as trusted advisors, so it makes sense that the corporate mission of Canadian baby retailer Snuggle Bugz is to give confidence to customers navigating parenthood. Fulfilling that mission means providing plenty of solid content, both about the products it offers and other parenting issues. Unfortunately, the retailer’s old e-Commerce platform was causing a confidence gap between its in-store and online customer experiences. “Our stores are beautiful, and people can get all the information they need there,” said Sharron Vanderbeek, Director of E-Commerce at Snuggle Bugz, noting that the average employee spends more than 100 hours in product knowledge training each year.

Sally Beauty Launches Upgraded Loyalty Program Nationwide

  • Published in News Briefs
After running pilots in Florida and Georgia since 2017, Sally Beauty has launched its revamped loyalty program nationwide. The program represents a makeover of the retailer’s Beauty Club Program, featuring a more personalized experience with additional bonuses and exclusive member perks. New features of the Sally Beauty Rewards program include:
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NRF Survey: Consumers Will Increase Holiday Spend 4.1% In 2018

  • Published in News Briefs
Average consumer spending during the holiday season will top $1,000 — $1,007.24 to be exact. That’s 4.1% more than the $967.13 spent during the 2017 holiday season, according to a Prosper Insights & Analytics survey conducted for the National Retail Federation (NRF). The rise is in line with the NRF…
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Tobi Relaunches Mobile App For Holiday Season

Tobi has partnered with Poq, a SaaS-based native app platform developer for retail, to relaunch its mobile app in time for the 2018 holiday season. The fast fashion brand, which serves customers in more than 100 countries, will debut the new app in November. “Poq’s feature-rich SaaS platform, deep domain…
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Parties, Food And Self-Gifting Offer Holiday Conversion Opportunities

The holidays are seen as a time for gift-giving, but for a large number of consumers the gift recipient is none other than themselves. More than half (55%) of holiday shoppers plan to purchase new clothing for themselves. Additionally, 49% shop for the ingredients they need to bake or cook the festive dish they plan on making, according to data from Kiip. Retailers need to maximize every conversion opportunity to make the most out of the season.

Target Takes Aim At Toy Retailing Crown

Photo: Stephen Allan In the clearest sign yet that Target is striving hard to take the place Toys ‘R’ Us once held, the retailer is expanding both store and digital toy departments for holiday 2018. Target’s multi-part toy campaign includes: • A nearly 250,000-square-foot expansion of store space for toys…
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How Ashley Stewart Boosts Revenue With Advanced Data Aggregation

Apparel retailer Ashley Stewart, which caters to plus-size black women, has been learning the value of understanding its most loyal customers — some of whom visit the retailer’s stores as many as three times per week. With the help of a customer data platform that aggregates information about both digital and in-store shopping activity, the retailer has been able to leverage that loyalty into increased sales and revenues. Ashley Stewart has used the AgilOne customer data platform for three years to track customer activity in multiple channels. This allows the retailer to, for example, provide customers with easy access to their spending totals during its “Diva Dollars” promotional periods. “The consumers earn ‘Diva Dollars’ for a 45-day period, and then can spend them during a four-day period,” explained Julie Daly, VP E-Commerce at Ashley Stewart. Daly spoke during a panel discussion at the AgilOne Customer Data Platform Summit held earlier this month in New York City.
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