Sophisticated customer relationship management places the cultivation of customer loyalty at the center of communication, service and marketing processes.
What are the expectations and most influential touchpoints for today's omni-channel shopper? These are the questions retail technology leader Aptos, Inc. set out to answer in its new research study, "Inside the Mind of the Modern Shopper."
Cutting-edge consumer profiling platform Innometrics has adopted Basho Technologie's Riak KV database to power its Profile Cloud API.
Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study.
UK retailers are missing out on millions of pounds in lost sales by not listening to staff who’ve spotted a vital need to improve customer service at the check-out, according to Miura Systems.
Lifeless mannequins with whom customers cannot identify could soon be a thing of the past. At least, if it’s up to new entrepreneur Mesut Yilmaz. He has developed a digital marketing concept for retailer’s store windows which he will be presenting at EuroCIS.
The EuroCIS 2016 takes place February 23 – 25, 2016 in Düsseldorf. In the upcoming year the Leading Trade Fair for Retail Technology will be all about Mobile Services at the point of sale.
In-store shopping will continue to drive revenue in 2016, but consumers will increasingly gravitate to retailers that deliver personalized service, according to new research from TimeTrade.
Salesforce announced two new Salesforce Marketing Cloud services for retailers at the National Retail Federation (NRF) Big Show 2016. These new services combine CRM with industry and cloud transformation expertise to help retailers increase revenue through personalizing their customer engagements.
Rows and rows of long white shelves. Small labels describe the advantages of the individual products. Red colors in between stand out and call attention to reductions. The customer is right in the middle of it all.
Consumers just don’t shop the way they did a few years, months, or in some cases, even weeks ago. Therefore it comes without surprise that retailers would cry out for a better understanding of consumer demand. Analytics to measure ...
Apart from a technical optimization, retailers need to explore other options to set their business apart from the competition. Against this backdrop, the only thing left is to take a closer look at the most important resource: the customers.
A new study from Juniper Research comprises an essential guide to digital couponing and loyalty space. Including assessments of the opportunities and challenges across areas such as malredemption, POS (Point of Sale) experience and retailer ...
The high-street stalwart received 12 percent of all mentions in the free vote, ahead of Next (9.6 percent) and third-placed Primark (5.9 percent). The survey, conducted by apparel fit preference specialist Fits.me, asked over 2,000 UK adults to ...
Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find ...
In LoyaltyOne’s October 2015 nationwide survey of 1,019 American consumers, nearly half (47%) of Cyber Monday shoppers indicated they’ll be reluctant to make an in-store holiday season purchase from a retailer with whom they have an ...
Even without the hype around Black Friday growing at this time of year, Generation Consumer is clearly here to stay, with popularity of online shopping continuing to go from strength to strength. Most consumers rate the freedom to shop at any ...
Online retailer OTTO currently experiments with the different possible applications of the Near Field Communication (NFC) technology. But Otto is not looking for payment functions, but rather focusing on the service aspect. With an NFC-button ...
A supermarket moves with the times: Sainsbury's is now testing new ways to respond to the changing demands of today's customers at six locations in the United Kingdom. The most important new features are an extensive adaptation of the ...
As the first supermarket chain in the UK Tesco has now introduced a best price guarantee. The prices of products in the customer’s shopping cart are compared with those of the other major chains Asda, Morrisons and Sainsbury's directly at ...
Over hill, over dale or off to bed ‒ getting to test products directly in the store is a real advantage brick-and-mortar businesses have over online retailers. All of our senses become a part of the purchase decision in this case. Creating an ...
Gastronomy in retail currently is a big issue. Dining options invite customers to linger and create a cozy atmosphere in which mere shopping no longer is in the foreground. REWE and Starbucks also have recognized this and plan the integration of ...
The research includes detailed insights into what influences shoppers – from when they are considering buying to when they purchase – and highlights how much of this journey takes place out of sight of retailers. It describes how ...
When consumers have issues with a product today, they want to contact customer service via a channel that is easiest for them to access in case they have a problem or question. What’s crucial for companies: the quality of service needs to be ...
To understand what services customers expect today, retailers should know exactly what touchpoints their customers use to get in touch. Only then can they align their sales approach, advertising and services accordingly. Robert Wucher, Digital ...
JC Penney implemented a "best price" strategy in 2012, assuming consumers prefer fair, everyday prices as opposed to sale prices that are discounted from original, inflated prices. It was wrong. Longtime customers – loyal fans ...
Eckoh announced today that it has been selected by The Co-operative Group to provide its secure payment solution, CallGuard. CallGuard will be implemented throughout The Co-operative Group's contact centres in its Electrical, Legal ...
It’s that time a year again for falling leaves, football games, and the annual tradition of limited-time offer (LTO) pumpkin specialty drinks. Turns out that it’s one of the favorite times of the year for foodservice operators who offer ...
Consumers can digitally unlock the exclusive footage, courtesy of Mission and Guerrero Tortillas, by simply downloading the free DigitalFood app to their iOS or Android smartphones and following the onscreen instructions to view the content: Pope ...
Men on average outspend women online by 44 per cent whilst spending marginally less time online shopping. Women by contrast value more ecommerce features than men and do their homework, making use of more devices. This is the key finding from the ...
Roll over millennials and pack your bags Gen X, there is a new kid in town: Generation Consumer has arrived! This is one of the key findings of a major research project into the online shopping preferences across the UK conducted by Tryzens, a ...
The latest LoyaltyOne, Verde Group research suggests that mass merchandisers should go back to school for a refresher course in securing repeat business from consumers who shop for households with children under 18. A nationwide survey of 2,500 ...
Starwood Retail Partners, the Chicago-based shopping center asset management company announced today the rollout of Oh, So Simple Rewards, a first-of-its-kind rewards program that offers consumers easy to earn credit for their purchases at ...
In the CPG industry, generally-recognized failure rates for new product launches range from 60 percent to 80 percent. Catalina released a new report, which demonstrates the critical importance of data-driven shopper engagement in growing the success ...
Fitting room expert and author Marge Laney is prompting new conversations about customer engagement via the fitting room following the release of her book "Fit Happens; Analog Buying in a Digital World". Laney and her ...
The UK’s largest event for the contact centre and customer service industry, Customer Contact Expo will celebrate its 16th year when it returns to London’s Olympia this autumn. Taking place from 30th September to 1st October the free ...
While paid search and email marketing still top retailers’ list of effective customer acquisition channels, social media has moved up the ranks to become an important tool for engaging with and attracting new customers. According to the State ...
The 2015 UPS Pulse of the Online Shopper study looks closely into market trends, consumer behavior, and opportunities for retailers. Today’s empowered shoppers are propelling retail change. To stay competitive, retailers must continually ...
Bazaarvoice has released The Conversation Index Volume 9, which examines how consumers' online and offline shopping behavior is influenced by consumer-generated content (CGC) such as ratings and reviews, questions and answers, photos, ...
Almost half (47%) of UK adults online admitted to experiencing problems with online orders in the last 12 months, according to the JDA/Centiro ‘Customer Pulse 2015’ Report. Of those shoppers who had experienced problems, nearly half ...
PowerReviews, a leading provider of ratings, reviews and question-and-answer technology, marks its 10th anniversary with continued momentum sparked by record growth and a continued commitment to bringing more reviews to shoppers online and ...
Change is constant, and in today’s hyper-paced society, possibly even expected according to a recent study conducted by Ipsos. North Americans are embracing change, looking for new opportunities, improvements and differentiation. In fact, ...
Aptos, formerly Epicor Retail Solutions, announced its official launch as an independent company and new brand, following its spin-off from Epicor Software Corporation. Leveraging years of experience as a leading provider of technology and ...
U.S. consumers are often urged to “buy American,” and some special interest groups even claim that buying foreign products is inappropriate, or even immoral. But when it comes to buying domestic products, positive feelings for ...
The Internet of Things (IoT) is rapidly interlacing with every business and consumer product. The success of IoT enables and is dependent on strong customer service and support. IoT can create a strong return on investment (ROI) by ...
For the third year in a row, Amazon claims the top spot in Reputation Institute’s annual survey of America’s top 50 most reputable companies in the retail industry. Reputation Institute (RI) is the world’s leading consulting and ...
Bazaarvoice is launching Competitive Insights, a consumer analytics tool to help brands better understand the factors that drive consumer decisions at the point of purchase. Using consumer-generated content (CGC) and session data from ...
Eating out, especially during a shopping trip, is increasingly something customers like to do. Regardless of whether this is just snacks in between or replacing a main meal – this offers retailers who also rely on gastronomy concepts a big ...
It may seem counterintuitive, but retailers should welcome the irate shopper who vents her frustration in an animated scene on the sales floor. That’s because it’s the mistreated customer who walks out the door in a silent huff who ...
As young millennials hit online stores for their summer holiday wardrobes, their expectations for delivery are sky high, according to research from MetaPack. Put simply, UK consumers aged 18-24 want their delivery fast and on their terms. ...
As society becomes increasingly experience-driven, the shopping centre industry finds itself redefining its offering to keep up with demands and requirements. ‘Retailtainment’, a term first used in 1999 by American Sociologist George ...
