Category: Customer Experience

October 6, 2023

More time means more money. This is an adage that rings true in many walks of life, retail being one. More time spent in your store amounts to more money spent, right? Right. The Wall Street Journal reports that retailers […]

October 4, 2023

The opening keynote session of this week’s Council of Supply Chain Management Professionals (CSCMP) EDGE conference in Orlando provided an inside look at the supply chain of Minneapolis-based Target, one of the world’s largest retailers. In a fireside chat with […]

October 4, 2023

Whether it was inspiration from this “summer of sport” or keeping up with the ever-changing weather, the increasing unpredictability of consumers’ shopping habits was on display this summer. From strawberries and cream sales soaring during Wimbledon to the switch from […]

October 3, 2023

By my recollection, the world of flexible fulfillment hit an inflection point about 15 years ago. It was at that point that putting the technology and operations in place to fulfill from an increasingly complex supply chain network embarked upon […]

September 29, 2023

Personalization is no longer a perk for shoppers – it’s an expectation. Along with this expectation comes the assumption from shoppers that retailers and brands hold a lot of their data. While some are still squeamish about this fact, studies […]

September 29, 2023

As the world moves away from cookies and MAIDs diminish in importance, it’s becoming trickier for online advertising platforms to track consumer actions post-ad-viewing. In a data-scarce landscape, retail media holds a lot of promise. It has a distinct edge […]

September 27, 2023

Retail theft news has flooded headlines this year, quickly becoming a top concern for enterprises who are looking to keep consumers safe and products safeguarded from pilfering. Amongst the companies being impacted are popular hypermarkets, with Target being the latest […]

September 25, 2023

There will be no religious talk in this article, but I will pose a challenging question. Is the shiny new toy of retail media everything the market has made it out to be, or is there a second wave of […]

September 20, 2023

We’ve all heard the stats about the thousands of marketing messages the average consumer is exposed to weekly, and yet advertisers continue to forget just how noisy the media landscape is when planning their CTV campaigns. Perhaps optimism gets the […]

September 20, 2023

What’s the most important aspect of luxury retail design today? If you said “mastering techniques to improve in-person experiential settings,” you’d be exactly right. You might also raise the need for better and more innovative formats that improve customer service […]

September 18, 2023

The grocery retailer has extended its ‘Flash’ service for rapid pick-up and delivery orders across multiple banner stores. Albertsons Companies has introduced its Flash grocery service to over 2,000 store locations, offering customers the ability to receive their DriveUp & […]

September 18, 2023

Last holiday season would have marked a certain “post-pandemic” normalcy, but extreme excess inventory and inflation significantly impeded any anticipated recalibration. This holiday season, though prices are still high and purse strings remain tightened, there’s slightly more stability inherent in […]

September 13, 2023

The Interactive Advertising Bureau (IAB) has released a preliminary framework to standardize retail media measurement. The framework was developed in collaboration with the Media Rating Council (MRC) as well as 55 companies with a stake in the performance of retail […]

September 11, 2023

The internet has radically changed how we find, compare and buy products. The most obvious impact? The rise of online shopping. But now, it has its sights on changing the world of in-store shopping. In-person shopping is enjoying a surge […]

September 5, 2023

Post-purchase experience. An often forgotten part of the shopping journey and ripe for building loyalty and customer lifetime value. Why do retailers frequently leave this critical phase out? It’s easy to skip over. The customer has already paid for their […]

August 29, 2023

Fast-moving innovation is a tricky thing. What was a surprise-and-delight experience for customers two years ago is now an expectation. And when that expectation isn’t met, it’s a big problem. For example, according to Forbes, 71% of B2C customers expect […]

August 25, 2023

Every few decades, retail brands discover a new way to connect with consumers. The early 2000s saw the beginning of an online media push that brought standardized content from one brand to many consumers. Mobile-targeted direct-to-consumer brands (D2C) brands reigned […]

August 17, 2023

Gucci will bring its fashion authority and 102-year legacy of Italian craftsmanship to JD.com, creating a digital flagship store on the Chinese ecommerce platform. The online store will include a full range of Gucci brand services, including access to Gucci’s […]

August 11, 2023

A whopping 83% of U.K. consumers believe the online post-purchase experience could be significantly improved, but only 18% of U.K.-based retail leaders agree, according to a new study. “It’s becoming increasingly evident that the post-purchase experience shouldn’t be a secondary […]

August 9, 2023

It’s no secret that the mall isn’t the draw it once was. Kids these days are just as happy to meet up on Roblox and Fortnite as they are going to their local shopping center. The idea of transforming malls […]