Elisabeth Zornes, chief customer officer at Zendesk, explains why competing on price alone will not work anymore for the retailer. You've got to design the conditions for brand loyalty and companies are rising to the top by differentiating with customer experience.
Jean Belanger, co-founder and CEO of Cerebri AI, zeroes in on how artificial intelligence and a data-driven approach can help brands understand customer engagement and, at the same time, optimize financial success.
The US has been relatively late in introducing contactless cards, which are credit or debit cards that include a near field communication (NFC) chip that can complete a transaction simply by tapping on a reader. But those cards are starting to arrive in the US now that most point-of-sale (POS) systems have the NFC capabilities to accept them.
Reviews play a central role in the path to purchase, and many consumers don?t just skim them before purchasing?or passing on?a product. Some will spend anywhere from a few minutes to more than an hour to make sure they?re making the right choice.
Most consumers want a product delivered the second they order it, and Amazon is betting on that behavior to drive more sales by offering free one-day shipping on Prime-eligible products. An October 2019 CivicScience survey found that a plurality of US internet users would rather order a low-cost item (less than $5) via Amazon than buy it in-store.
What will 2020 bring for the retail sector? Growing tensions between retailers and their suppliers, fears EuroCommerce director-general Christian Verschueren. He hopes that the new European Commission will put a strong stop to increasing protectionism.
Ikea has taken a minority stake in Optoro, an American start-up that develops software aimed at making returns more efficient. The investment fits in with the objective of the Swedish retailer to be a circular company by 2030.
Black Friday has a new spin-off: ?Make up your mind Monday', the day which sees the most returns from bargain hunters who regret their decisions. It signals a major problem, as returns in the holiday season cost retailers several billions.
Winning in retail used to be about offering the right product at the right price. But now it?s more complex ? with features like whether you offer easy returns and free and fast shipping . This article explores the new demands facing retailers; how you can respond; and if your own site measures up.
Social networks like Instagram, Snapchat and TikTok have ramped up their social commerce efforts in the past year, shifting toward an ecosystem where users can discover, shop and purchase products one place. Initially, these social commerce features were only offered to brands, but now social networks are experimenting by bringing the same tools to influencers.
In 2019, we estimate that 577.4 million people in China made a purchase via proximity mobile payment within a six-month period. Those users account for 49.6% of the country?s population. Next year, more than half of the population will utilize this payment method, with that figure rising to 60.5% in 2023.
In the future, will your wearable device recommend what to add to your grocery list? Will you be able to order a new chair from a mobile 3D printer that can deliver it to you in the next hour? When you reach for your favorite brand on the shelf, will it automatically communicate to the manufacturer...
Retailers are understanding the importance of enabling these fulfillment options to eliminate the pains of shipping and processing, but how can a sound BOPIS and BORIS strategy ensure that they deliver a seamless purchase and return experience that actually drives customer loyalty and improves the bottom line?
Discounts and low prices are historic holiday asks. But this year, sustainability is also top of mind. According to a recent survey, shoppers are more mindful of who they do business with, especially as it pertains to the environment.
We recently sat down with retailers, including Natori, Article and Enjoy Life Foods, to discuss their current marketing efforts and how they define digital transformation. Previously, we dug into the marketing channels they rely on most, whether they?ve acquired enough first-party data and what a unified customer view looks like. In today?s ?Industry Voices: A Focus on Retail? video, we look at how whether they?ve undergone a digital transformation and what that looks like.
Email is still at the center of marketers? digital programs. No surprise there; it offers several benefits: It?s an owned communications channel, it?s permissioned?meaning consumers have opted in and indicated interest?and it?s a traditional marketing channel that most marketers are thoroughly experienced with.
We recently sat down with retailers, including Enjoy Life Foods, Natori and Knix, to discuss their current marketing efforts and how they define digital transformation. Previously, we dug into the marketing channels they rely on most, challenges they face with measurement and whether they've acquired enough first-party data. In today?s ?Industry Voices: A Focus on Retail? video, we look at how they incorporate all the data they've collected to create a more unified customer view.
For our upcoming report on the future of the CMO, we spoke to Brandt about making the Chipotle brand more visible and relevant to its customers through telling stories about the company's fresh-food values.
eMarketer executive editor Rimma Kats and principal analyst Andrew Lipsman explain how grocery stores will evolve, how many people could replace in-store shopping with voice commerce, a partnership between Alphabet?s drone arm Wing, FedEx and Walgreens and more.
As the global life sciences industry continues to flourish, competition among companies is inevitably increasing. To remain competitive, companies need the ability to predict and follow market trends, a feat that can be challenging. But companies can find support in others who are specialized in keeping up with these trends and know how to remain on top of the game.
While soda may have dominated shelves in the 1990s, today?s shoppers are seeking increasingly sophisticated functional beverages. Data company Kantar has analyzed consumer behavior in a new report that highlights the last three decades in the US beverage industry.
Walmart?s expansion of Delivery Unlimited, its grocery delivery membership, is the latest attempt by a major retailer to make online grocery shopping more appealing. But better delivery value only addresses cost?not quality.
eMarketer principal analyst Andrew Lipsman discusses what made the Apple Store so successful, which retailers are nailing the in-store experience, McDonald?s voice-activated drive-thrus, Walmart?s ecommerce initiatives and more.
Marketers have long grappled with how to best leverage the data they?ve collected. It?s certainly a challenge as data fuels nearly all of their marketing efforts?including personalization, audience segmentation and targeting.
Marco Lafrentz, vice president, tyntec, shares his insight on how online commerce has evolved significantly over the last two decades, and the ongoing shift is beginning to extend beyond the browser. Today's consumer expects immediate results and conversational customer service.
This month, US-based outdoor retailer The North Face unveiled its new retail strategy with the opening of an 8,000 square foot store in New York. The new approach of ‘basecamps for exploration’ focuses on sustainability, community and celebrating the brand’s heritage. By the end of 2024, every North Face store will have reduced inventory to make room for educational and community-building activities, such as employee-led classes on tent-pitching, a speaker series with partner athletes, and archival pieces displaying the company’s history.
Here’s two takeaways you can bring back to your team: Read more
UK shoppers fail to pick up a surprising number of click & collect orders. But retailers, eager to solve the last-mile challenge, should focus on making the fulfillment option more appealing, instead of abandoning it altogether.
"Buy online, pick up in-store" is a retail service that a dominant proportion of today's youngest consumers are taking advantage of, according to Package Concierge. Nearly two-thirds of US Gen Z shoppers, surveyed by the mailbox tech company in May 2019, reported using BOPUS within the past month.
Retailers can?t always rely on customer feedback to measure the success of their ecommerce platforms. Small technical issues, which often go unnoticed by the business itself, can significantly hinder the customer experience.
Scott Heimgartner, director of product marketing at Maropost, believes the key to customer engagement is to not just provide products and services to consumers but also provide the content that will keep them connected with your brand.
The luxury retail segment is experiencing a transformation and with that comes a slew of myths, according to research conducted by the Luxury Institute and its Global Luxury Expert Network. The organization has identified 12 myths ? what it it also views as top obstacles ? to high performance retail this year: 1. Time is the ultimate luxury.