Category: Customer Experience

April 26, 2024

In today’s market landscape, ethical, political and environmental considerations increasingly sway consumer purchasing decisions, particularly when it comes to packaging. Studies indicate that consumers are willing to put their money where their mouth is, with products that make environmental, social […]

April 22, 2024

Universal Standard did a soft-pilot of Fit Liberty in 2017 with limited styles. Today, Fit Liberty includes denim, workwear, outerwear, dresses, athleisure and other designs. “While size fluctuation is a normal part of life, we don’t think it should dictate […]

April 10, 2024

Since 2020, the global economy has sat on pins and needles as the fallout from COVID-19 rippled through 2021, 2022 and 2023. But the resilience of the American consumer prevented an all-out economic disaster. Time and time again, consumers kept […]

April 9, 2024

MGA Entertainment, the company behind L.O.L. Surprise!, Little Tikes, MGA’s Miniverse and other beloved toy brands, has launched its own direct-to-consumer (DTC) site and rewards program to get closer to its customers. Although MGA products will still be available through […]

April 9, 2024

Best Buy and Google have previously partnered on different products and services, including advertising, hardware and Google Chrome, the retailer said. Best Buy’s internal staffers will work with Accenture and Google to create, pilot and scale the new generative AI […]

April 5, 2024

Tired of being shouted at? We’d imagine you’ve experienced this once or twice if you’ve had to deal with a difficult customer. They’re enough to leave you feeling worn down and fed up. Whether you’re talking to a customer who […]

April 4, 2024

Costco has expanded its partnership with health care marketplace Sesame to offer weight loss care that includes individual clinical consultations and access to medications, if clinically appropriate and subject to their availability. For $179, Costco members will receive three months […]

April 3, 2024

For anyone who has made a purchase online, returns are part of the standard online buying process — so much so that, according to a recent U.S. Consumer Study, 85% of consumers check a company’s returns policy before even making […]

April 2, 2024

PetSmart has added two new tiers to its renamed loyalty program, Treats Rewards, along with personalized offers, special benefits for members using services like grooming and Doggie Day Camp and additional rewards for charitable donations. The retailer already has more […]

March 21, 2024

The ICSC’s survey adds to the evidence that e-commerce means higher levels of returns. A great majority of consumers who purposely over-order online are shopping for apparel: 87% of those surveyed said they order extra items to try on at […]

March 12, 2024

The future consumer is a #mood. By now, it’s a given that consumers expect personalized brand interactions and offerings, but it’s not just functional benefits they’re after. In 2024 and beyond, we will see mood enter the limelight, with retailers […]

March 6, 2024

Retail’s busiest returns period may be in the rearview mirror until next year, but rising ecommerce order volumes have caused returns management to become an aspect of ecommerce and omnichannel business that warrants a dedicated year-round strategy. Returns are a […]

March 5, 2024

In the last few years, point of purchase has emerged as a sweet spot for effective marketing. These days, it seems like every major retailer has its own channel for serving ads, and advertisers are seizing this opportunity eagerly, to […]

February 29, 2024

The point-of-sale (POS) system has always been the one truly indispensable technology for any merchant, large or small. The centrality of the POS has led both retailers and solution providers to integrate it with other fundamental operational systems, from inventory […]

February 28, 2024

Out-of-home (OOH) advertising has played an integral role in the media mix for decades due to its influence and impact. The vast majority (88%) of U.S. adults have noticed an OOH ad within a one-month period and 78% of these […]

February 21, 2024

Online shopping is now easier than ever before, enabling consumers to purchase everything from socks to a dining room table from a computer at their home to a mobile phone in an airport terminal. While this is good news for […]

February 21, 2024

With more consumers embracing digital wallets, mobile apps, online ordering, and delivery services, the way businesses drive customer loyalty is shifting. Today’s enterprises emphasize delighting customers by connecting experiences across devices and channels — meeting consumers when and where they […]

February 16, 2024

In the U.S., ecommerce spending is estimated to reach $1.7 trillion by 2027 – representing over 20% of overall retail sales. Additionally, global ecommerce spending could surpass $7 trillion as early as 2025. With the sector continuing to experience accelerated […]

February 8, 2024

Target could soon be following in the footsteps of competitors Amazon, Walmart and Kroger by introducing a paid membership program, according to reporting by Bloomberg and other media outlets quoting people familiar with the matter. Titled “Project Trident” internally, the […]

January 30, 2024

Customer satisfaction in retail is making a comeback. To uncover which companies have the highest customer satisfaction, the American Customer Satisfaction Index (ACSI) interviewed 40,264 customers (chosen at random and contacted via email from January 2023 to December 2023). The […]