Customer Experience

Articles on CX (Customer Experience)

  1. Channel: Ecommerce & Digital

McMillon & Jassy:  Not Quite Together Again For The First Time

Both Walmart CEO Doug McMillon and Amazon CEO Andy Jassy appeared on CNBC yesterday, making observations about their businesses and the current consumer environment. McMillon’s comments included: •  “We’re continuing to see traffic growth in store, plus even more transaction growth for pickup, curbside and delivery. As a company our in store business is continuing […]
4 min read
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  1. Technology & Innovation

Major trends in martech for 2024: the real changes underway in a 99% platitude-free report

There was a meme circulating around social media last week of an agency marketer rambling in a “thought leadership” interview on TikTok. I have no idea if it was parody or real. Or more accurately, if it was intentional or accidental parody. It was a jumbled jubilee of buzzword bingo – personalization, data, brand, experience, […]
4 min read
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  1. Shopper & Customer

What Kinds of Shopping Experiences Will Shape the Future of Stores? DSI

“When we talk about omnichannel native, what we try to think about is a seamless path for the consumer. “ — Stewart Samuel, Director of Retail Futures, IGD The pandemic fundamentally changed how we shop, with many people becoming accustomed to online and omnichannel shopping. Rather than eradicate shoppers’ interest in physical stores, though, this […]
9 min read
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  1. Technology & Innovation

Your Views:  Even A Blind Man Knows

Got the following email regarding my conversation with ReposiTrak’s Randy Fields and Dr. Benjamin Miller, executive vice president of regulatory and scientific affairs of The Acheson Group (TAG): Thank you for presenting the discussion about the FDA’s new traceability requirements.  People in our industry are simply not aware of the impending, major disruption in logistics […]
8 min read
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  1. Department: HBC

What Can Retailers Learn from Cannabis Brands?

Once illegal and highly stigmatized, cannabis has become a legitimate, diverse and thriving market. Not only has the cannabis industry experienced significant growth over the past few years, it has also driven significant innovation in marketing, store design and customer experience.  Despite this positive disruption, the cannabis retail space still faces its fair share of […]
< 1 min read
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  1. Corporate Strategy

Many Hats of the CMO

I’ve drawn a number of cartoons over the years on the evolving Chief Marketing Officer role, which is partly a proxy for the ever-changing job of marketing in general. Long gone are the days when CMOs were just in charge of “marketing comms” and marketing was dismissively described as “the coloring-in department.”  Today’s Chief Marketing […]
3 min read
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  1. Technology & Innovation

Confer With announced as Overall Winner at 2023 RTIH retail technology innovation awards event

Confer With, a 1:2:1 video commerce platform built for retail and e-commerce firms seeking to scale personal shopping, emerged victorious this week as the Overall Winner at the 2023 RTIH Innovation Awards. After a rigorous judging process and amidst strong competition across various categories, Confer With received praise not only for its individual contributions but […]
2 min read
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  1. Shopper & Customer

Optimizing your shopper marketing strategy with consumer insights

The best marketing in the world won’t move the needle if potential customers shy away at the last moment. One way to avoid this is shopper marketing, a group of tried and true techniques designed to make the last mile of the purchase journey so effortless that potential customers become actual customers. In this blog […]
8 min read
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  1. Operations & Supply Chain

True Classic Boosts Post-Purchase Email CTR by 1.87%

True Classic’s use of the ParcelLab post-purchase experience and returns management solution has helped the T-shirt and activewear brand boost its email click-through rate (CTR) and open rate by 1.87% and 6.55% respectively compared to the brand’s previous provider. Additionally, True Classic has seen a 22.47% increase in order rates and a 34.78% increase in […]
< 1 min read
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  1. Shopper & Customer

The Consumer Trends Shaping the Future of the UK Insurance Industry

The UK insurance market has remained resilient throughout the cost-of-living crisis. The essential nature of insurance has protected the industry from the worst of the challenging economic environment. Nine out of ten adults own at least one type of insurance, and even categories of insurance that aren’t seen as necessary e.g. pet or travel, markets […]
5 min read
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  1. Stores & Formats

Ikea Debuts ‘Plan and Order Point’ Store Format in Dallas Market

Ikea will open a Plan and Order Point as its third store in the Dallas-Fort Worth market on Nov. 29, 2023, offering design consultations as well as a location where customers can pick up their online orders. The 10,800-square-foot location in Southlake joins two large-format stores in Frisco and Grand Prairie, Texas. Customers can book […]
< 1 min read
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  1. CPG: Food

How CPG Brands Can Deliver a Best-in-Class DTC Experience DSI

“We started realizing that DTC was the fastest way to get our products in front of consumers and get real-life feedback.” — Carter Jensen, Senior Manager of Global Ecommerce, General Mills In recent years, we’ve seen upstart and digitally native brands launch their own direct-to-consumer (DTC) experiences, but General Mills is proving legacy brands and […]
11 min read
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  1. Channel: Ecommerce & Digital

Meal and Menu Pricing Matters

  How much are you going to charge your customer next year?  Charge to much and you get your customer go somewhere else. Technology may help you determine who much to charge for any one item but at the end of the it is the total bill with tip that will stick in the mind of […]
5 min read
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  1. Data & Insights

Post-purchase Strategies to Turn One-Time Holiday Shoppers into Your Brand’s BFFs

Introduction Holiday shoppers don’t just mean the “I’m planning to spend (more than I usually do during the other months) for my holiday season needs by capitalizing on seasonal trends, special deals, and promotions” type.   It covers impulse buyers — who make unplanned purchases motivated by emotional triggers such as peer pressure or “FOMO” from […]
16 min read
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  1. Technology & Innovation

Featuring Metacask, Evri, and Confer With: RTIH’s biggest retail technology articles on LinkedIn right now

We’re big fans of LinkedIn and are busy building an amazing community of retail tech enthusiasts on the social media platform. These are the articles that are currently on their radars, including Tesco, B&M, TPP Retail, SeeChange Technologies, Coalescent Mobile Robotics, German Doner Kebab, and the 2023 RTIH Innovation Awards. B&M rolls out TPP Retail […]
5 min read
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  1. Operations & Supply Chain

GoodwillFinds Adds Returns Capability to Better Compete with Other Resale Platforms

GoodwillFinds — the online ecommerce platform of the 120-year-old nonprofit Goodwill — has teamed up with return assurance platform Seel to better “compete with other digital resale websites” by offering returns. GoodwillFinds customers can now purchase return assurance for any item, spanning every category on the site — from clothing and shoes to luxury and […]
< 1 min read
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  1. Shopper & Customer

How Texts Can Help Deliver a Great Digital Customer Experience DSI

“To be on someone’s phone is a great privilege, and brands have had varying success at using that privilege for good. — Megan Trinidad, Vice President (VP) and Executive Creative Director, R/GA By now, we’re all accustomed to texting back and forth with family and friends, but when a brand drops into the chat, it […]
8 min read
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  1. Channel: Restaurants

Fast Food Franchise Model May Be In Trouble

Fast Company has a piece suggesting that the fast food franchise model, which has defined so much of the American commercial landscape for decades, may be in trouble. “On Tuesday, a major Wendy’s franchisee – Florida-based Starboard Group – sought debt protection for 73 restaurants,” Fast Company writes.   “In its Chapter 11 filing, Starboard […]
2 min read
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  1. Shopper & Customer

Product Substitution: How Savvy Retailers and Manufacturers can Build Supply Chain Resiliency, Reduce Costs and Improve Customer Experiences

When customers place ecommerce orders, the last thing they want is an unhappy surprise. Shipping delays and stockouts lead to frustration and disappointment, especially when logistical problems impact time-sensitive purchases, such as special occasion gifts, event tickets or prescription medications. The letdown customers experience when their orders don’t arrive on time, or at all, results […]
5 min read
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  1. Channel: Mass

Evri little helps: parcel delivery firm announces Tesco Clubcard points partnership

Evri has announced a partnership with Tesco that will enable people to collect Clubcard points for every parcel they send with it. This is the first time that the UK’s largest retailer has agreed this type of Clubcard partnership with a parcel delivery firm. From today, consumers will be able to collect one Clubcard point […]
2 min read
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  1. Shopper & Customer

Fast Friendly Service Counts at Convenience Stores

  The fast-food sector drive-thru has set a standard for service or perceive fast, friendly, convenient service that consumers like. According to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions® “elevating customer service in the minds-eye of the consumer that is equal too or better than the ‘drive-thru’ should be the goal of […]
4 min read
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  1. Data & Insights

Jason & Scot Show Episode 313 – Holiday 2023 Preview with Rob Garf of Salesforce

A weekly podcast with the latest e-commerce news and events. Episode 313 is a preview of the upcoming 2023 holiday retail season. Subscribe: Apple Podcasts Google Podcasts Spotify Podcast RSS SoundCloud TuneIn iHeartRadio Google Play Music Overcast Pocket Casts Facebook Episode 313 is preview of Holiday 2023 with Rob Garf, Vice President and General Manager, […]
30 min read
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  1. Data & Insights

Don’t Use AI to Create Artificial Customer Experience

The ecommerce world is extremely competitive and, in the interest of saving both time and resources, it’s no surprise to see a growing trend towards AI-powered product recommendations. Generative AI, in particular, has been noted for its potential to create dynamic marketing campaigns and even streamline customer service. The ability to dive deep into customer […]
< 1 min read
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  1. Channel: Ecommerce & Digital

Disorder And Improvisation: How Amazon’s Chaos Shapes Its Products

Today at Big Technology, we’re debuting our Big Tech Insider column, where experts with unique insights about the tech giants— and experience within them — tell the story behind the headlines. We’re starting with a three-part series by Kristi Coulter, a longtime Amazon veteran, who will take us inside the company to decode its mysteries. […]
4 min read
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  1. Data & Insights

How To Exceed Your Customers’ Expectations For The Holiday Season

Want to truly stand out in this competitive e-commerce landscape and enjoy the fruits of holiday season success?  Easy. Give your customers what they want.  What customers want The increase in e-commerce-based technology, changes in the status quo of online shopping, ever-dynamic trends, etc have all turned customers’ wants into needs. Don’t forget, these interests […]
5 min read
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  1. Department: HBC

Natura Sells The Body Shop to Private Equity Firm for $257.8 Million

Natura &Co will sell The Body Shop to Aurelius for £207 million ($257.8 million) in a transaction expected to close by Dec. 31, 2023, subject to customary regulatory approvals. Aurelius has retail experience through investments in Footasylum, a UK-based fashion streetwear retailer, and global catering group LSG Sky Chefs. The private equity group is seeking […]
2 min read
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  1. Channel: Mass

Your Views:  Missed Target, Business Lessons & Oreo Ice Cream Cakes

Yesterday, when commenting about a Wall Street Journal story about Target’s challenges, I wrote: Granted, I’ve hardly scratched the surface when it comes to visiting Target stores, but for me, the flavor that overwhelmingly comes to mind when I think about them is vanilla.  They’re okay, but just okay, and just okay isn’t enough these […]
6 min read
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  1. Technology & Innovation

LeMieux deploys Akeneo retail technology to improve product experiences for customers

Equestrian brand, LeMieux, says that it has improved product experiences through the creation of a single source of data in partnership with Akeneo. Founded in 2006, and originally known for its saddle pads, the brand has since expanded its range into most areas of equestrian equipment, as well as premium rider wear and accessories, creating […]
2 min read
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  1. Trends & External Forces
  2. Channel: Mass
  3. Department: Consumer Durables
  4. Department: Nonfood
  5. Corporate Strategy
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  13. Stores & Formats

NRF Retracts Claim that Organized Retail Crime Accounted for ‘Nearly Half’ of Retail Shrink

The National Retail Federation (NRF) has updated a report that had attributed “nearly half” of 2021’s $94.5 billion in retail shrink to organized retail crime, saying the data point was part of two-year-old testimony to a U.S. Senate committee by Ben Dugan, former President of the Organized Retail Crime Resource Center. The NRF report was […]
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