Category: Customer Experience

October 16, 2018

Several retailers are bolstering their loyalty programs, with most making it easier to earn rewards without membership fees or even the need for a store credit card. Macy’s, DSW, Gap Inc., Kohl’s and Target have all tweaked their programs in […]

October 15, 2018

You work hard to deliver great customer experiences. Yet, most customers say service is getting worse. Here’s what they hate most – and how you can do better. A full 55% of customers in an Empathica Inc. study said they […]

October 11, 2018

For independent online sellers, getting brand exposure is a real challenge. In fact, when we interview retailers, getting customers to find their online store is usually one of their biggest challenges. With retail behemoths like Amazon and Walmart dominating online […]

September 26, 2018

Nike has garnered much attention over the last few months, for better or for worse. The brand earlier this month announced it would begin selling apparel, accessories and shoes on Jet.com — the Walmart-owned e-commerce marketplace that caters to wealthier, […]

September 19, 2018

Toys R Us faced heavy competition from mass merchants and Amazon for years leading up to its disastrous 2017 holiday season and subsequent liquidation. Its failure opened a $1.3 billion hole in the domestic toy market, into which retailers of […]

September 14, 2018

The power of free giveaways is especially strong among younger demographics, as 75% of Gen Z survey respondents and 60% of millennial respondents said free giveaways were likely to turn them into repeat customers. Yet, consumers don’t want to trade […]

September 6, 2018

Today’s retailers are facing an uphill battle. Consumer shopping behavior is continuously changing, and among larger retailers like mass merchants, wholesalers or grocery chains, there is fierce competition for shopper loyalty. Most leading retailers carry the same products from the […]

August 31, 2018

PetSmart has positioned itself well in a growing but highly competitive retail space, thanks to its acquisition last year of popular online pet supplies site Chewy.com, but there’s no room to relax. The retailer has been growing since it was […]

August 30, 2018

“We believe there is a shift in fashion that is creating demand for newness and variety,” said Hillary Super, president of apparel and accessories at Anthropologie Group on the company’s May first quarter earnings call. The fashion group’s primary customers, […]

August 29, 2018

Target has been investing in its retail technology since last year and it seems those changes are starting to resonate with shoppers. The big box retailer broke both traffic and comparable sales records in its latest quarter. “At the beginning […]