Customer Experience

Articles on CX (Customer Experience)

  1. Data & Insights
In today’s retail market, projected to reach $31310.6 billion by the end of the year, consumers expect more than just an online or in-store experience; they want a seamless, unified journey across all platforms. This omnichannel approach has become crucial as businesses strive to meet these rising expectations, creating a cohesive shopping environment where digital […]
  1. Channel: Convenience
  In recent years, convenience stores have taken a major turn, transforming into food-focused retail hubs that serve as serious competitors to restaurants. Brands like 7-Eleven, Circle K, Sheetz, and Wawa have pioneered this shift, leveraging food sales to drive customer frequency, top-line growth, and profitability. This change is part of a broader industry trend […]
  1. Data & Insights
A high return rate is a concern for any e-commerce business. However, most brands still don’t have a proper returns system in place to optimize the final leg of the post-purchase loop.  In most cases, customers who initiate returns didn’t expect things to go this way in the first place, thus, the key is to […]
  1. Data & Insights
​[[“value”:” Imagine a shopper browsing their favorite store. The shelves are well-stocked, the checkout lines are short and everything feels seamless. Behind the scenes, there’s a silent orchestra of technology managing inventory levels, monitoring customer traffic flows, collecting online orders and ensuring it all runs smoothly and securely. This is the future of retail, where […]
  1. Department: Food
In today’s dynamic food retail landscape, grocery store service delis, once known for their quality, convenience, and fresh food options, are struggling to meet the demands of a modern consumer base hungry for more than just another cold cut or outdated salad option. Consumers desire for grocerant niche Ready-2-Eat and Heat-N-Eat fresh prepared food consumers […]
  1. Channel: Restaurants
Following a Q4 that its new Chairman and CEO Brian Niccol termed “very disappointing,” Starbucks will make a number of changes designed to improve both the customer and associate experience at its cafés. The retailer is seeking to reclaim its designation as a “third place,” one where customers can linger if they want, by bringing […]
  1. Technology & Innovation
We are approaching one of the most important and riskiest times of the year for retailers. Cyberattacks increase across the board around the holiday season, and attackers often target retail organizations given how critical this time is for their businesses. On average, nearly 20% of annual retail sales happen in November and December, and the […]
  1. CPG: HBC
Retail and resale veteran Bradford Shellhammer will join Rent the Runway as Chief Product Officer effective Oct. 29, 2024, according to a LinkedIn post by CEO Jennifer Hyman. Shellhammer was most recently Chief Product Officer at the Etsy-owned musical instrument marketplace Reverb, and prior to that he held jobs with increasing responsibility at Ebay for […]
  1. Channel: Delivery
The CPG Guys are joined in this episode by David McIntosh, Chief Connected Stores Officer at Instacart, the leading grocery technology company in North America, works with grocers and retailers to transform how people shop. The company partners with more than 1,500 national, regional, and local retail banners to facilitate online shopping, delivery and pickup […]
  1. Data & Insights
Founded in 1961 in Roubaix, Auchan has grown into a significant player in the French retail market, operating hypermarkets, supermarkets, and convenience stores across the country and abroad according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions®. Despite increased competition from discounters and online platforms, Auchan remains a consumer favorite and is […]
  1. Channel: Mass
Starting a product-based startup is no easy feat. In addition to having a great product, you need to build a strong brand, create a smooth customer experience, and generate enough buzz to get people talking. And that’s just the beginning. Once you’ve got all of that sorted, you still need to actually get your product […]
  1. Data & Insights
Fraud has plagued retailers for quite some time, but the issue is now getting its time in the spotlight due to the increased use of AI within the industry, as well as consumers’ general awareness of the trend. In fact, a recent survey found that 87% of consumers are concerned about identity theft or fraud […]
  1. Channel: Restaurants
  Steven Johnson the Grocerant Guru® at Tacoma, WA based Foodservice Solutions® believe that in a rapidly evolving food and convenience landscape, the ability to tap into new consumer behaviors is essential. Claim, the viral social app targeting Gen Z, is not just reshaping the digital marketing game, but is teaching valuable lessons for restaurants, […]
  1. Shopper & Customer
When prospective customers browse through a retailer’s store or site, everything they look at or interact with makes up their overall customer experience (CX). Customer experience affects whether a customer will choose to buy a product from the company, but also whether they return to the store for more. As a retailer, your goal is […]
  1. Data & Insights
Fresh insights are here! Wondering how your store stacked up against the industry last quarter? Our Q3 Home Furnishing Benchmark Report is now live! This week, we’re not only diving into last quarter’s performance for furniture and mattress retailers—we’re also gearing up for the holiday season. See what the latest trends suggest for the rest […]
  1. Channel: Restaurants
  Starbucks’ decision to pull back from pricing promotions under new CEO Brian Niccol could create ripple effects across the brand and the wider foodservice landscape according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions®. Starbucks pivot away from discounting, once a staple to lure in price-sensitive consumers, signals a fundamental shift […]
  1. Channel: Mass
The CPGGUYS are joined in this episode by Mark Hardy, SVP of Walmart Data Ventures. WDV recently announced the impending renaming of the Walmart Luminate platform to Scintilla. Data is the most valuable commodity today to build consumer trust and loyalty. Take business growth, with targeted consumer profiles and preferences, personalization is actually possible anchored […]
  1. Department: HBC
Ulta Beauty has launched two new digital experiences in recognition of Mental Health Day: an online digital community and a content-rich platform designed to support The Joy Project, the retailer’s initiative to “make beauty a force of good for all.” The Ulta Beauty Community will serve as an inclusive digital space where beauty enthusiasts, employees, […]
  1. Shopper & Customer
The retail industry is undergoing major changes as businesses seek ways to improve efficiency and satisfy customers. Shoppers now expect quicker service, convenience, and minimal wait times, leaving retailers to explore new technologies that can meet these demands.   Automated dispensing systems (ADS) solve problems that retailers and customers experience. Long lines, human errors, and […]
  1. Data & Insights
The introduction of Apple Intelligence aims to set a new standard in AI by integrating powerful generative models with personal context into Apple products. This tool is paving the way for smarter, more intuitive interactions across Apple’s platforms. For retailers, this shift presents both opportunities and challenges, particularly in the realm of content creation and […]
  1. Department & Category
  Over the last decade, convenience stores (C-stores) have evolved into formidable competitors for fast-food restaurants. From KFC’s fried chicken to McDonald’s burgers, traditional fast-food chains are now facing stiff competition as C-stores leverage their strategic locations, evolving menus, and technology-driven operations to attract hungry consumers. According to Steven Johnson the Grocerant Guru® at Tacoma, […]
  1. Technology & Innovation
Save A Lot, a discount grocery chain in the US, and Fabric, an automation solutions specialist, have announced a new partnership to provide on-demand grocery delivery with the opening of a Brooklyn-based micro fulfilment centre. This is part of a larger expansion, which includes a push into New York to enhance last mile delivery options. Orders […]
  1. Data & Insights
Did you know that e-commerce sales are expected to grow to $6.3 trillion in 2024 and $7.9 trillion by 2027? Verdict: E-commerce is growing. And the result — competing businesses, especially market leaders are keen to lean on innovation in order to stay relevant and at the top. If you’d like to be a part […]
  1. Technology & Innovation
The retail industry is at the forefront of rapid technological advancement, requiring businesses to continuously adapt in order to remain competitive. Digital transformation is reshaping how retailers operate, interact with customers, and manage their supply chains. With consumers increasingly expecting seamless and personalised experiences, retailers must invest in modern solutions to streamline operations, enhance customer […]
  1. Data & Insights
If there’s a common thread in the big marketing stories of the last few years, it’s that wins and losses are measured in terms of business outcomes, not media consumption metrics. Of course, one doesn’t go without the other, but too many marketers are absorbed by what’s right in front of them—their media plans and […]
  1. Shopper & Customer
The Federal Trade Commission (FTC) has introduced a new rule banning fake reviews and testimonials, aiming to enhance transparency and trust in the retail industry. This rule is set to reshape the landscape of online reviews, with significant implications for consumers and businesses alike. The FTC’s rule against fake reviews is a major step toward […]
  1. Technology & Innovation
“From a connected commerce perspective, we want to reach consumers whenever, wherever, however, they’re shopping. We want them to find our brands accessible.”— Andy Beilke, Senior Development Manager, Ecommerce Strategy and Capabilities, General Mills According to Supermarket News, grocery is one of the least developed online categories in retail, as brick-and-mortar stores accounted for over […]
  1. Shopper & Customer
  Success does leave clues and consumers are dynamic not static and according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions® as U.S. consumers face rising costs, the dining landscape is evolving in real-time. A recent study by Givex reveals that 41 percent of Americans are eating out less, 45 percent have […]

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  1. Media & Marketing
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When personalization works, it feels seamless. But when it misses—like receiving offers for products you’ve already bought or irrelevant recommendations—it creates a disconnect. Personalization is incredibly powerful when done right, yet many retail businesses today are falling short. In a 2024 study, Deloitte found that 80% of consumers prefer brands that offer personalized experiences, and […]
  1. Trends & External Forces
  2. Department & Category
  3. Corporate Finance
  4. Trends & External Forces
Mike Tyson’s latest KO move comes in the form of an investment in a plant-based QSR. In a press release on GlobeNewswire, through Carma HoldCo, Mike Tyson announced a strategic investment in Mr. Charlie’s Told Me So (TMS), a pioneering plant-based quick-service restaurant (QSR). This move comes as the plant-based food market is projected to exceed […]
  1. Retailer Media
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  3. Media & Marketing
  4. Retailer Media
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  6. Retail Ecosystem
  7. Data & Insights
  8. Technology & Innovation
  9. Trends & External Forces
The CPG Guys are joined in this episode by Mark Baum, Chief Collaboration Officer at the Food Marketing Institute and Liz Buchanan, North America President of NielsenIQ. FMI & NielsenIQ are collectively performing a joint research along with Thinkblue LLC – a consulting powerhouse that includes our co-host Sri, on the latest in retail media. […]

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