Customer Experience

Articles on CX (Customer Experience)

  1. Media & Marketing
In today’s digital age, where social media platforms like TikTok and Facebook reign supreme, businesses are constantly seeking innovative ways to stand out and connect with their target audience. One such method gaining traction is the strategic utilisation of QR codes within these social networks. By integrating TikTok QR code into marketing strategies, businesses can […]
  1. Channel: Grocery
On Friday, we reported: In Connecticut, the Trumbull Patch reports that “a petition calling for enhanced equipment and improved conditions at a Stop and Shop grocery store in Trumbull has garnered more than 400 signatures as of Thursday night. “The petition, titled ‘Enhance Equipment and Conditions at Stop & Shop Trumbull CT,’ was launched earlier […]
  1. Retail Operations
Retailers know that digital influences the customer journey, from initial awareness to post-purchase. So why is there still such a staggering divide between consumers’ digital and physical brand experiences? We explore the gaps, challenges and opportunities on this week’s Retail Remix with Justin Racine and Zach Zalowitz of Perficient. Together with host Alicia Esposito, they […]
  1. Data & Insights
Publications about marketing often invoke the comparison of a digital shelf with a physical one. After all, a digital shelf displays your products for the customer to browse, just like a shelf in a brick-and-mortar store would. This comparison, however, has its limits. While customers come to browse the physical shelf, your digital shelf goes […]
  1. Corporate Strategy
It was a tough week to be at the top in retail with a number of companies announcing CEO switch-ups following disappointing performances, including Petco, Under Armour, Fossil Group and, as Retail TouchPoints previously reported, Allbirds. Former Best Buy COO to Lead Petco While CEO Search Gets Underway Ron Coughlin — who led Petco through […]
  1. Channel: Ecommerce & Digital
The Seattle Times reports that “Amazon has pledged to make fixes to its advertising operation after mistakenly charging online merchants to promote products shoppers couldn’t purchase.  “The problem came to light when a seller of advanced gaming computers discovered he was being charged thousands of dollars to advertise merchandise in California even though he had […]
  1. Channel: Grocery
In Connecticut, the Trumbull Patch reports that “a petition calling for enhanced equipment and improved conditions at a Stop and Shop grocery store in Trumbull has garnered more than 400 signatures as of Thursday night. “The petition, titled ‘Enhance Equipment and Conditions at Stop & Shop Trumbull CT,’ was launched earlier this month on change.org […]
  1. Data & Insights
Large retailers are under constant pressure to keep up with new and ever-changing customer demands. At the same time, they’re also grappling with sometimes volatile global supply chains and massive amounts of data — everything from sales and inventory data to pricing and customer insights. It’s a significant undertaking. As more organizations continue their digital […]
  1. Channel: Ecommerce & Digital
The CPG Guys are joined in this episodee by Bharat Pulgam, Founder & CEO of Buncha, a last-mile technology company that uses W2 shoppers and refrigerated vehiclesto provide best in class service. With a unique batching system, Buncha is able to work with retailers to maximize deliveries in a reliable and efficient manner. What sets […]
  1. Technology & Innovation
Shop Premium Outlets (SPO) — the online marketplace from mall operator Simon Property Group and Rue Gilt Groupe — has launched a retail media network powered by Mirakl Ads, a new retail media offering from marketplace solution Mirakl (on which SPO is built). SPO features on-sale and outlet merchandise from more than 300 curated sellers […]
  1. Technology & Innovation
A human touch holds significant value in the retail customer experience and is important to get right. When done well, a customer’s interaction with in-store staff can increase sales opportunities and drive loyalty. However, a poor interaction can result in the complete opposite. Recently, technology adoption in retail has increased, with 88 percent of senior […]
  1. Channel: Ecommerce & Digital
“A big trap that a lot of brands fall into is, they may have some growth goals … but they’re overly focused on bottom-of-funnel metrics like ROAS [return on investment]. And that is just going to kill any innovation that you might have.” — Kiri Masters, Head of Retail Marketplace Strategy, Acadia Measuring Amazon Deliver Service […]
  1. Shopper & Customer
Creating a positive customer experience lies at the heart of every brand’s purpose in the journey to nurturing and retaining customers. But how does the post-click experience factor into this important dynamic? In an ever-evolving and crowded marketplace — and with social commerce increasingly dictating how customers are introduced to brands and shop with them […]
  1. Technology & Innovation
The convenience of browsing products from anywhere, coupled with the ease of doorstep delivery, has caused a surge in online shopping. In fact, a recent report released by UPS Capital Insurance Agency, Inc. found that almost all surveyed small and midsized merchants (99 percent) claimed an increase in their shipping volume over the past two […]
  1. Data & Insights
The retail supply chain is undergoing a major transformation, driven by the rise of e-commerce and the increasing complexity of global supply chains. In Gartner’s 2023 Top Supply Chain Technology Trends report, “actionable AI” was named the No. 1 trend. This reflects the growing recognition among retailers that artificial intelligence is essential for modernizing and […]
  1. Channel: Dollar/Value
Discount supermarket retailer Lidl U.S. has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. Kerr is returning for a second stint at Lidl U.S., where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer […]
  1. Data & Insights
With the global pandemic acting as a catalyst for change, retailers have been thrust into a new realm of challenges and opportunities. The acceleration in the adoption of digital tools and strategies has become a lifeline for many, enabling them not only to survive but to thrive amidst unprecedented conditions.   A recent panel hosted by […]
  1. Channel: Dollar/Value
CHESAPEAKE, Va.–(BUSINESS WIRE)–Family Dollar (Dollar Tree, Inc., NASDAQ: DLTR) has joined the Ibotta Performance Network (IPN), the first digital network that delivers coordinated promotions across retailer platforms, large third-party publisher sites and Ibotta’s leading direct-to-consumer properties. The collaboration aims to advance Family Dollar’s digital engagement and customer experience to drive more value and loyalty among […]
  1. Technology & Innovation
It’s Friday, the weekend is almost upon us, so let’s kick back and reflect on another eventful week for the retail systems space. Here’s your briefing on the most important stories from the past five days, including Boots UK and Ireland, Retail Technology Show 2024, Co-op, Uber Direct, N Brown, Google Cloud, and REWE Group. […]
  1. Trends & External Forces
Comments from Chairman and CEO Rodney McMullen. "Kroger achieved strong 2023 results, in line with our long-term growth model and built upon three consecutive years of historic growth.
  1. Corporate Finance
CINCINNATI—Kroger reported flat sales for the fourth quarter and fiscal year ended February 3, but profits beat expectations. The retailer reported a $736 million profit on sales of $37.1 billion for the three-month period. Kroger noted that identical sales (excluding fuel decreased 0.8% in the quarter, while underlying identical sales without fuel increased 0.1%. The […]
  1. Operations & Supply Chain
CNBC reports that Nordstrom is compensating for muted projections for the coming year in part by launching “an online marketplace on Nordstrom’s website to expand its merchandise assortment with inventory that’s owned and sold by third-party vendors. Marketplaces tend to be more profitable for retailers, since the company does not take on the risk of […]
  1. Shopper & Customer
From brand and product options to the methods to purchase, consumers have more choices than ever in how their shopping experience comes to life. The most recent shift in consumer mindset and shopping preferences happened as a result of the COVID-19 pandemic. Because so many retailers were forced to shift to online-only during this time, […]
  1. Data & Insights
Cross-channel marketing should attract new customers and deepen relationships with the ones you already have. As a marketer in the retail industry, your cross-channel marketing campaigns should create a cohesive, consistent customer experience that feels relevant and seamless. The question is, do you have the right technology and tools to achieve that? MoEngage surveyed more […]
  1. Data & Insights
Artificial intelligence is fundamentally changing how retailers and merchants attend to customers and even how they manage inventory, all via technology such as chatbots and facial recognition. And now, AI can potentially transform lending in the sector, too. Banks, lenders and merchants with white-labeled lending offerings could eventually use AI to address credit risk assessment, […]
  1. Data & Insights
In episode 40 of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Maigari Jinkiri, vice president of business development at Celebrus, a customer data and fraud prevention solution. Listen in as Jinkiri provides an overview of the business and how it works with retailers (0:45), his professional background that led him to recently join Celebrus […]
  1. Data & Insights
Sports company Puma is to deploy Google Cloud’s data, analytics and AI solutions as it looks to make its online retail experience more efficient, agile, and more personalised for customers worldwide. This will pave the way for the likes of generative AI shopping assistants, virtual try-ons, and AI driven loyalty programmes. The collaboration will see […]
  1. Shopper & Customer
Customer service can be the single most important factor for consumers in deciding which brands to support. Far too often, companies are waiting for problems to arise before they get to know their customers, when what they should be doing is getting to know consumers from the moment of first interaction. At a time when […]
  1. Retailer Media
Want to build your own retail media empire? Or at least figure out a way to manage your advertisers seamlessly to keep your stress low and your ability to scale high? Retail media is growing fast. To make the most of that momentum, your advertisers have specific, evolving expectations about what working with you will […]
  1. Shopper & Customer
The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience? A recent study of more than 4,700 consumers from Bread Financial indicates payment choices […]
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Editor’s Choice

  1. Media & Marketing
  2. Channel: Restaurants
  3. Department & Category
  4. Department: Consumer Durables
  5. Department: Food
  6. Department: Nonfood
  7. ESG
  8. Media & Marketing
  9. Data & Insights
  10. Shopper & Customer
  11. Technology & Innovation
  12. Trends & External Forces
  13. Merchandising
  Don’t want to cook, don’t want to do dishes, well according to Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions® your kids don’t want you hear you complain about cooking dinner either. Chuck E. Cheese has a new program for that has a great chance to make the entire family happy according […]
  1. Channel: Mass
  2. Corporate Finance
  3. Media & Marketing
  4. Agencies & Vendors
  5. Data & Insights
  6. Trends & External Forces
Target reported Q4 and 2023 financial results at its annual investor day on March 5, 2024. Quarterly comp performance improved sequentially from Q2 to Q4, but 2023 ended with comps down -3.7%. Profitability outperformed expectations as the company realized $2B of operating income growth in 2023 and reported notable gross margin improvements. The stock was […]
  1. Trends & External Forces
  2. CPG: Food
  3. Channel: Ecommerce & Digital
  4. Channel: Grocery
  5. Channel: Mass
  6. Department & Category
  7. Department: Beverage
  8. Department: Food
  9. Department: HBC
  10. Acquisitions, Divestitures & Mergers
  11. Corporate Strategy
  12. Corporate Finance
  13. ESG
  14. Partnerships & Alt Profit
  15. Media & Marketing
  16. Data & Insights
  17. Shopper & Customer
  18. Technology & Innovation
  19. Trends & External Forces
  20. Retail Operations
  21. Associates & Employees
  22. Operations & Supply Chain
  23. Owned Brands (Private Label)
  24. Stores & Formats
Comments from Chairman and CEO Rodney McMullen. "Kroger achieved strong 2023 results, in line with our long-term growth model and built upon three consecutive years of historic growth.

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