customer satisfaction

Well-executed supermarket websites attract more customers and dollars

In a perfect grocery-shopping world an online presence that perfectly mirrored its bricks-and-mortar store, with the same selection of products and a minimal online-offline price difference

In a perfect grocery-shopping world, the supermarket where you usually shop would have an online presence that perfectly mirrored its bricks-and-mortar store, with the same selection of products and a minimal online-offline price difference. ...

UK consumer brands seek improved channel collaboration

Consumer technology brands are concerned that current IT systems and processes in place with partners are failing to capture

Zyme, Channel Data Management (CDM), has shared research findings which indicate that consumer technology brands are concerned that current IT systems and processes in place with partners are failing to capture, and report on, all necessary ...

Customer service and support get omnichannel boost

SAP Hybris Solution: Enabling organizations to embrace the future of customer service

SAP SE announced SAP Hybris Service Engagement Center, a new omnichannel cloud customer engagement solution that allows organizations to deliver convenient, contextual and relevant service experiences regardless of channel or device throughout the ...

When your front door guards the beer crates

The beverage supplier “Trinkkiste“ delivers drinks with no deadline pressure

When beverage supplier “Trinkkiste“ from Berlin delivers its products, it is not bound to set times. A patented locking system that can chain the beverage crates to the door makes all of this possible. The online pure player also ...

China Daily Asia Pacific Retail Leadership Awards winners revealed

Retail gurus gather for “Defining Next Generation Retail in Asia” forum

Co-organized by the China Daily Asia Leadership Roundtable and the Omni-Channel Retailing Conference, the co-branded session, themed “Defining Next Generation Retail in Asia”, was held last week at the Hong Kong Convention and ...

Many consumers aren’t saving as much money as they could

Cash back site Splender’s survey examines the state of consumers’ online shopping methods and behaviors

The “Splender Online Shopping Behavior Survey” highlights consumers’ desire to save money while shopping online but lack of knowledge on different ways to do so, including coupons and cash back sites. The national survey ...

”Delivery is crucial in the online shopping experience“

Interview with Arjan Kerkhoff, Senior Director Key Account Management Northern & Central Europe at MetaPack

Not only are they young and like to spend money, they are also very tech savvy: the Millennial Generation. Since they grew up with the Internet, they are well informed and already had experiences with online retailers. In this iXtenso interview, ...

"True omnichannel retailers understand that the customer comes first"

Interview with Channie Mize, General Manager for Retail at Periscope, a McKinsey Solution

At the World Retail Congress 2016 in Dubai, Periscope has conducted a survey among the conference participants which found that most retailers (78 percent) are still not in a position to offer their customers a consistent brand experience across all ...

Playfully increasing sales at the POS

Gamification in brick-and-mortar stores

What types of advertising still work at the POS system today? More than ever, retailers need to ask themselves this question. After all, even if customers can still be approached by using classic advertising techniques, it’s unclear which form ...

Just how loyal are customers to retailers?

74 percent of consumers remain unsatisfied with at least one aspect of their shopping experience

Webloyalty has partnered with Conlumino to create our latest report, The Unfaithful Consumer. The Unfaithful Consumer report investigates consumer buying behaviours and changing shopping habits at a time of unprecedented change for ...

Expanding the role of the trusted advisor through cash management

Cash management automation improves the customer experience at the checkout

One of the biggest challenges retailers face is the cost of handling cash. Between counting cash repeatedly, reconciling cash drawer amounts, and transporting bills and coins to the bank, a lot of time and money is spent on managing the process.

Top challenge for marketers is knowing their customers

April 13 Webinar will discuss findings and offer actionable insight

Experian Marketing Services has released its 2016 Digital Marketer Report. The eighth annual study reveals the challenges, priorities and other key issues impacting marketers worldwide. This year, the top challenge marketers faced also is their top priority: knowing their customers' needs, wants and attitudes.

Missed opportunities: Challenging online shopping

Accessible websites generate sales

First, the good news: technically, there should only be winners when it comes to this subject. Providers of accessible websites service the largest possible group of customers and generate the most sales. However, many people need to overcome ...

Gen Z and Millennials believe brick-and-mortar stores are highly important

Optimal in-store experience varies by generation: Secrets to mastering the experience

A new research study by iModerate, a progressive insights firm, reveals that most consumers consider it important for retailers to have a physical store, and the first in-store impression is a critical factor in building loyalty. It also uncovers the key factors that contribute to a stellar shopping experience for each generation.

Expectations and buying behaviors of today's modern consumers

Study uncovers the habits of highly active shoppers on the streets of New York, Chicago and Los Angeles

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."

Retailers lose millions each year due to check-out misery

Store owners need to listen to staff to overcome POS problems

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.

Social media outperforms email for customer service

UK brands answer less than half of customer queries received on Facebook and Twitter

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.

45 percent of consumers purchase brands for rewards

Study measures consumers’ engagement with brands

More than 45 percent of consumers say the opportunity to earn rewards is a primary driver for purchasing from a brand, according to a new study from Maritz Motivation Solutions. The Maritz LoyaltyNext Customer Study surveyed 2,000 consumers on their loyalty to and engagement with brands.

Customer approach becomes more digital – and practical

Fresh ideas for retailing at the BMWI joint booth at EuroCIS

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.

Unified Store Experience at EuroCIS

arvato Systems presents an advancement of the checkout solution with omni-channel logic

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 retail still dominates

Survey reveals need to Focus on in-store service, cross-channel consistency

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.

Empowering retailers to create smarter 1-to-1 customer journeys

New services deliver a framework for digital transformation and capabilities to deploy and manage journeys for retailers

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.

Effectively analyzing online consumer behavior

No timidness in e-commerce - 3 strategies for proactive customer service

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.

Study: Why daring to compare online prices pays off offline

The constant barrage of post-holiday sales touted by web-based retailers may make it seem like online shopping is killing real-world stores. But shoppers are actually engaging in "web-to-store" shopping - buying offline after comparing ...

The ugly consumer: Ridiculing those who shop ethically

No one wants to knowingly buy products made with child labor or that harm the environment.

But a new study shows that we also don't want to work too hard to find out whether our favorite products were made ethically. And we really don't like those good people who make the effort to seek out ethically made goods when we choose not ...

US consumers turn to Amazon and Google for gift ideas

20 percent say their phone is the only device they’ll use for researching gifts online this holiday shopping season

62 percent of US consumers will have researched Christmas gifts online by looking on Amazon this holiday shopping season, with 44% performing searches on Google according to a new study. Mobile phones are expected to play a big role, with around ...

Many customers want to buy more online

Majority of consumers is satisfied with online shopping

eCommerce is gaining more and more market shares. But what do customers think and how much potential for development still lies in the digital shopping experience? According to a recent survey on online shopping behavior for which 1,000 consumers ...

Increased willingness of consumers to shop direct

Ongoing profitability challenge to manufacturers

More than two-fifths (42%) of European adults have bought products directly from a manufacturer in the last 12 months, according to the JDA Manufacturing Pulse Report which surveyed 6,146 adults online across the UK, Germany, France and ...

British consumers dissatisfied with festive experience so far

Eptica research also finds three quarters shun Black Friday online

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 ...

Don’t underestimate their importance: Restrooms as a customer service

Pros, cons and alternatives to offering your own customer restrooms

Sooner or later, we all need to use it ... the restroom. And especially during a longer shopping trip in town. Yet many retailers don’t provide restrooms for their customers. Understandable but in the future a potential service shortfall that ...

Vital tips for consumers when purchasing gifts online

Consumers to take note of potential customs charges when sending or receiving gifts internationally

In the lead up to the festive season, consumers are increasingly turning to online shopping portals instead of visiting physical stores due the convenience that these platforms offer. According to Oliver Facey, VP Operations for DHL Express Sub ...

A poor online experience can keep shoppers out of a retailer’s physical store

88% of American consumers say gifts bought online are just as heartfelt as gifts bought in-store

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 ...

Otto experiments with NFC

Sticker as a "Product Wizard"

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 ...

Comparing prices directly at the checkout

Tesco starts “Brand Guarantee” to ensure its customers are paying the best price

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 ...

Sainsbury's responds to current shopping trends

New store layout and more checkout options are tested

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 ...

Shop-in-Shop for coffee at the supermarket

REWE and Starbucks announce partnership

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 ...

Retailers focus on distinct consumer segments

Overall holiday spending forecasts less relevant according to PwC's 2015 Holiday Outlook

For the 2015 holiday shopping season, the dollar figure forecast on consumer spend is less relevant for retailers. Rather, a deeper understanding of the complex retail landscape and the focus on building long-term shopper relationships is how ...

Using Digital Hubs

Multichannel customer service is the order of the day

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 ...

The Bergen Shopping Addiction Scale

A group of researchers at the Faculty of Psychology at the University of Bergen developed a unique method to measure shopping addiction

The new method is based on core addiction elements recognised as diagnostic criteria for other addictions, and is the first of its kind worldwide. When shopping goes into overdrive "Modern technology has made shopping extremely accessible ...

German consumers require convenience and value driven by technology

Oracle research: 76 percent of shoppers want retailers to adopt new technology to provide a true converged commerce experience

German shoppers see convenience as a fundamental part of shopping, reveals recent research from Oracle. Results from Oracle’s 2015 consumer research report Retail Without Limits – A Modern Commercial Society reveal that German consumers ...

The Co-operative Group selects Eckoh to strengthen payment security

Providing the secure payment solution CallGuard

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 ...

Generation Consumer has arrived

Retailers at the forefront of opportunity to capitalise on the rise of consumerisation of technology

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 ...

Poor customer service puts back-to-school revenue at risk

Shoppers for households with kids under 18 are 19% more likely to be annoyed when retailers make insufficient information available

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 launches first-ever mall-wide rewards program

Giving retailers an innovative marketing solution

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 ...

Online sellers already able to predict one in two purchase decisions

eCommerce is better able than ever to adjust to the needs of its customers

Online sellers are already able to predict in advance around 50 percent of all purchase decisions made online – that is the result of the 9th ACM Recsys Challenge 2015 which was organized this year by the Yoochoose GmbH.  Over 500 ...

"The state of mobile apps for retailers" study

Showing how the mobile mind shift is changing retailers' mobile strategies

RetailMeNot, Inc., the operator of the world's largest marketplace for digital offers, released today the findings of an August 2015 study it commissioned from Forrester Consulting that looks at how smartphones and apps are changing ...

Century 21 ranks highest in customer satisfaction

Across all home buyer/seller segments for a second consecutive year

The J.D. Power 2015 Home Buyer/Seller Satisfaction StudySM, now in its eighth year, measures customer satisfaction with the nation's largest real estate companies among customers in four segments: first-time buyers, repeat buyers, ...

Customer Contact Expo looks to the future with eCommerce Expo partnership

Event for the customer service industries will once again co-locate with eCommerce Expo

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 ...

Empowered shoppers propel retail change

The realities of remaining a "ready retailer"

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 ...

Digital tools create new shopper journeys

Impact of social and mobile in deconstructing the shopper journey

Epsilon has released findings from its Digital Shopping Tool Impact Study 2015. The study shows how people are shopping, what’s guiding their purchasing decisions and what tools they are using before, during and after purchase. The ...