CSM Magazine

OCTOBER 25, 2023

The “brick and mortar” retail sector operates in a challenging environment, especially as many in-store workers are likely craving remote work opportunities. As a result, physical retailers must offer something truly special to entice and retain customers. Retail staff need to communicate well, it is part and parcel of the job.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

Alida

APRIL 4, 2017

Brick-and-mortar is making a comeback , but many retailers struggle to drive sales. In these precarious times, both established and new retail players need to focus on customer needs. Today’s fickle customers don’t want aisle after aisle of redundant merchandise; they want to be a part of a brand experience.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

Alida

SEPTEMBER 6, 2018

The retail apocalypse may just have to wait. Reports of the industry’s collapse have made business headlines for the past year, with one Business Insider article proclaiming, “The retail apocalypse has descended on America,” while a Bloomberg article claimed retail’s decline is “really just beginning.”. between 2017 and 2022.

Retail 243

Retail E Commerce 2017 E-support 243

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Happy or Not

AUGUST 28, 2023

Business analytics in retail are one of the most powerful tools companies can use to increase customer satisfaction and drive long-term growth. But even though most brands know the importance of collecting data, many are still wondering how exactly they can apply analytics for retail industry to leverage all of its benefits.

Retail 36

Retail Customer Satisfaction Competitive Advantage Loyalty 36

Lumoa

AUGUST 5, 2022

According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences.

Retail 83

Retail Feedback Consumers Marketing 83

Alida

JUNE 6, 2018

This is especially true in apparel retail, where longtime rivals Nike and Adidas have both recently invested heavily in digital transformation and innovation to stay at the top of their game. But who will win in this race—and, more importantly, what can other brands learn from these retail industry leaders?

Apparel 153

Apparel Retail Innovation Entertainment 153

InMoment XI

OCTOBER 26, 2022

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. In such a fast-paced environment, how are retail brands expected to succeed?

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

Forrester's Customer Insights

OCTOBER 2, 2023

My fantastic colleagues on our retail team published The Future Of The Digital Store.

Retail 54

Retail Engagement Customer Experience Customers 54

Alida

MAY 5, 2017

Retail brands are investing billions of dollars to deliver more compelling experiences for their customers. Wal-Mart’s goal, according to CFO Charles Holley, is to build a better relationship with customers through “improved site experiences and apps but also [through] enhanced store experiences.”. Is this on-brand?

Retail 100

Retail E Commerce ROI Technology 100

Happy or Not

AUGUST 3, 2021

The most traditional retail sales funnel categorizes the shopper journey into 5 stages: Awareness, Interest, Consideration, Evaluation, and Purchase. Therefore, following the voice of the customer must become a top priority. . Why is customer feedback important throughout the process? . Assess your products . Bonus tip! .

Retail 66

Retail Feedback Touchpoint Customer Satisfaction 66

SurveySparrow

APRIL 21, 2022

For this reason, analysts predict that 75% of retail therapy will happen in offline stores. A retailing survey on a smiley terminal is the perfect opportunity to: Get onsite retail feedback from your customers during an ongoing purchase. Compare the retail customer experience across store locations and set benchmarks.

Customer Insights 52

Customer Insights Insights Transportation E Commerce 52

Optimove

OCTOBER 13, 2018

What is Customer Insight Marketing? Customer insight refers to having a deep understanding of your customers, their behaviors, their preferences and even their needs. Customer Insight Marketing Analysis, Strategy and Tools. You need to have the right customer insight tools at your disposal.

Customer Insights 40

Customer Insights Insights Marketing Retail 40

Optimove

SEPTEMBER 28, 2022

Despite the roaring success of the retail app, 50% of consumers still prefer to shop in a physical store, over 70% favor a combination of in-store and online, and almost 60% combine the in-store experience with the retailer’s mobile app. Bottom line? And it doesn’t stop there. But that’s not where the story ends. A Final Word.

Retail 52

Retail Brands Marketing Sports 52

Optimove

FEBRUARY 17, 2023

And it is a game plan that includes speed and agility, all driven by deep customer insights. Other online marketers can adopt the igaming game plan to drive customer loyalty and sales. The post iGaming Provides a Marketing Game Plan for Retailers appeared first on Optimove.

Retail 52

Retail Marketing Loyalty Customer Insights 52

Forrester's Customer Insights

DECEMBER 1, 2023

Forrester's Retail research team highlights data insights from retailers' online Black Friday and Cyber Monday 2023 participation.

2023 33

2023 Retail Insights Consumers 33

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Customer experience comes first. Customers choose retailers with optimal prices. Definitely, no.

Retail 106

Retail Blog E Commerce Customer Experience 106

Forrester's Customer Insights

NOVEMBER 26, 2023

During the holiday retail crunch and last-minute scramble, read Forrester's tips to ensure a merry customer service retail season.

Retail 31

Retail Customer Service Customers Omnichannel 31

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 145

Customer Insights Insights Webinar Innovation 145

Forrester's Customer Insights

APRIL 10, 2023

You can find The State Of Cloud In Retail, 2023 on the Forrester website now. Unlike more highly regulated industries like healthcare and financial services, retail has leaned on cloud heavily since the early days to power blazing-fast websites […]

Retail 26

Retail 2023 Healthcare Financial 26

Forrester's Customer Insights

FEBRUARY 26, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. Madeline Cyr: CMO positions at retailers and […].

Retail 43

Retail 2020 Brands Employee Experience 43

delighted

DECEMBER 5, 2019

Seamless and personal, the omnichannel retail experience, when done correctly, is built entirely around accessibility and customer experience. As simple as that sounds, omnichannel retail is the result of melding dozens of customer touchpoints and activities into a non-linear customer journey. Interaction and care.

Omnichannel 40

Omnichannel Retail Customer Experience Net Promoter Score 40

Forrester's Customer Insights

MARCH 9, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

Retail 43

Retail 2020 Consumers Customers 43

Forrester's Customer Insights

AUGUST 25, 2021

Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency.

Retail 60

Retail Marketing Customer Experience B2C 60

Forrester's Customer Insights

FEBRUARY 16, 2023

With a turbulent and unprecedented current economy, most retailers are trying to shore up revenue wherever they can. One way to do this is through making your company’s websites and mobile apps more accessible. Annually, the disability community has a disposable income of $1.9

Retail 49

Retail Marketing User Experience Customer Experience 49

Forrester's Customer Insights

NOVEMBER 21, 2022

Retailers can improve their websites and boost customer experience this holiday season by applying these tips.

Retail 49

Retail Customer Experience Customers 49

Forrester's Customer Insights

MARCH 26, 2021

Every month, we estimate how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating numerous metrics (across retail sales, local economic indicators, and virus spread), our model predicts that these metropolitan areas will face differing levels of COVID-19 disruption.

Retail 55

Retail 2021 Metrics Sales 55

Forrester's Customer Insights

JUNE 4, 2019

To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Emily Collins about how loyalty trends will affect retailers this year. This week, Claudia interviewed Jennifer Belissent, Ph.D.

Retail 53

Retail 2019 Insights Loyalty 53

Forrester's Customer Insights

FEBRUARY 19, 2021

Since April 2020, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating 11 metrics (across retail sales, local economic indicators, and virus spread), our model predicts that these metropolitan areas will face differing levels of COVID-19 disruption.

Retail 56

Retail 2021 2020 Metrics 56

Forrester's Customer Insights

MARCH 17, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail.

B2C 47

B2C Retail 2020 Marketing 47

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

Forrester's Customer Insights

MARCH 31, 2020

Customers believe they are engaging with one unified brand or organization, regardless of the device or touchpoints that they use. Retailers must ensure the continuity of information and resources across digital and store touchpoints — or risk losing customers to competitors that do.

Omnichannel 42

Omnichannel Retail 2020 Touchpoint 42

Forrester's Customer Insights

DECEMBER 1, 2023

Forrester's Store Associate Enablement Vendor Landscape has published, and this blog breaks down how retailers can leverage these tools for their associates.

Retail 31

Retail Customer Satisfaction Engagement Blog 31

delighted

NOVEMBER 19, 2019

With retail stores filing for bankruptcy and closing left and right (Barney’s, Forever 21, Toys R Us, Sears, etc.), it’s evident that retail shopping is going through a change: the so-called “ retail apocalypse.”. But honestly, many customers have little faith that brick-and-mortar retailers understand them.

Retail 40

Retail Feedback 2026 Net Promoter Score 40

Forrester's Customer Insights

MARCH 6, 2020

The spread of the coronavirus (COVID-19) is impacting everything from global stock market vacillations and travel to retail traffic and buying patterns. To help retailers manage, we’ve rounded up some of the best advice we are hearing about the retail customer experience and managing business operations.

Retail 43

Retail Brands Travel Management 43

Forrester's Customer Insights

AUGUST 8, 2022

Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.

2022 26

2022 Retail Customers Loyalty 26

Forrester's Customer Insights

NOVEMBER 24, 2019

We just published two retail benchmark reports for Singapore, assessing retailers’ omnichannel retail capabilities and digital store capabilities, respectively.

Omnichannel 55

Omnichannel Retail Customer Experience Customers 55