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Category: Customer Experience


Customer Experience, Point of Purchase

Balancing Customer Loyalty in an Age of Growing Business Costs

April 10, 2024

Via: Retail TouchPoints

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 […]


Customer Experience, Loyalty Programs

L.O.L. Surprise! Parent Company Goes DTC, Debuts Loyalty Program

April 9, 2024

Via: Retail TouchPoints

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 […]


Customer Engagement, Customer Experience

Best Buy to use generative AI for virtual assistant, customer support experiences

April 9, 2024

Via: Retail Dive

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 […]


Customer Engagement, Customer Experience

How to Deal with Difficult Customers

April 5, 2024

Via: Lightspeed

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 […]


Customer Engagement, Customer Experience

Costco Ventures Further into Healthcare with New Weight Loss Service

April 4, 2024

Via: Retail TouchPoints

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 […]


Customer Experience, Point of Purchase

What You Need to Know About Transforming Online Return Churn

April 3, 2024

Via: Retail TouchPoints

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 […]


Customer Experience, Loyalty Programs

PetSmart Upgrades Loyalty Program with Personalization, New Tiers

April 2, 2024

Via: Retail TouchPoints

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 […]


Point of Purchase

Return policies sway customer behavior: survey

March 21, 2024

Via: Retail Dive

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 […]


Customer Experience, Point of Purchase

All the Feels: How Mood will Underpin Future Consumer Spending in Retail

March 12, 2024

Via: Retail TouchPoints

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 […]


Customer Engagement, Customer Experience

Harnessing the Potential of Returnless Refunds to Improve Profitability and Customer Experience

March 6, 2024

Via: Retail TouchPoints

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 […]


Customer Engagement, Customer Experience

Bringing Retail Media to Main Street and Beyond: 6 Building Blocks for Success

March 5, 2024

Via: Retail TouchPoints

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 […]


Customer Experience, Point of Purchase

4 Key Point-of-Sale Trends for 2024

February 29, 2024

Via: Retail TouchPoints

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 […]


Customer Engagement, Customer Experience

5 Ways Retailtainment is Reshaping OOH Advertising

February 28, 2024

Via: Retail TouchPoints

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 […]


Customer Engagement, Customer Experience

Building Loyalty Without Breaking the Bottom Line: the Dual Shipping Dilemma for Ecommerce Merchants

February 21, 2024

Via: Retail TouchPoints

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 […]


Customer Engagement, Customer Experience

How Optimizing Delivery Improves Customer Loyalty

February 21, 2024

Via: RIS News

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 […]


Customer Engagement, Customer Experience

How Retailers Can Use AI to Improve Customer Experience and Build Trust

February 16, 2024

Via: Retail TouchPoints

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 […]


Customer Experience, Loyalty Programs

Target Mulls Paid Loyalty Program

February 8, 2024

Via: Retail TouchPoints

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 […]


Customer Engagement, Customer Experience

7 Retailers With the Highest Customer Satisfaction 2024

January 30, 2024

Via: RIS News

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 […]


Customer Engagement, Customer Experience

2024 Predictions and Trends in B2B Ecommerce: Navigating the Digital Evolution

January 24, 2024

Via: Retail TouchPoints

As 2024 unfolds, the B2B ecommerce sector is undergoing significant transformation driven by technological advancements and shifting buyer behaviors. Despite expectations of a modest economic downturn, this period presents an opportunity for businesses to optimize their operations, improve marketing strategies […]


Customer Engagement, Customer Experience

Dynamic Creative Optimization Decoded: A Masterclass for Retail Success

January 22, 2024

Via: Retail TouchPoints

In the dynamic world of retail, businesses face the ongoing challenges of rising advertising costs alongside a swiftly changing media landscape. In the face of this, the practice of Dynamic Creative Optimization (DCO) can offer a transformative way to navigate […]