Category: Customer Experience

July 24, 2024

Walmart will lease clinical space for senior-focused primary care centers at 23 Walmart Supercenter stores in Florida, Georgia, Missouri and Texas. Health care services company CenterWell will operate the clinics under its Senior Primary Care and Conviva Care Centers brands. […]

July 18, 2024

In an industry still struggling with a tight labor market, choosing which technology to arm store associates with becomes a critical decision. Today’s retail workers almost need to have superpowers — moving as fast as The Flash would be helpful […]

July 10, 2024

A well-crafted loyalty program can be a differentiator for brands looking to acquire — and keep — new customers. The study found that the top feature customers want from a program is the ability to earn rewards points toward discounts, […]

July 9, 2024

Live shopping veteran HSN has launched a new creator platform, HSNfluencer, to directly recruit, manage and analyze its partnerships with online creators. Powered by partnership management platform Impact.com, HSNfluencer allows the company to streamline its relationships with digital creators and […]

July 5, 2024

According to the fifth edition of Salesforce’s Connected Shoppers Report, retailers still struggle to capitalize on all the customer data flowing into their loyalty programs. The top five barriers to loyalty program ROI (return on investment) were: Lack of customer […]

June 24, 2024

About a year after opening its first brick-and-mortar store, DTC luggage brand Monos is plotting greater expansion. “We are excited to weave ourselves into the dynamic tapestry of the Little Portugal community through our Ossington store,” Victor Tam, co-founder and […]

June 20, 2024

Cookie deprecation is still a work in progress, but Amazon is pushing ahead with its advances in creating an ad-targeting solution that does not rely on the types of third-party identifiers that have served as a bedrock for much of […]

June 14, 2024

A familiar sight has emerged at retailers of all shapes and sizes. From big box stores to pharmacy chains, consumers are encountering shelves filled with household goods locked behind glass. Even seemingly innocuous goods, like deodorant or laundry detergent, can […]

June 5, 2024

A new university study finds that explicitly providing consumers with information on the environmental and social impact of home deliveries can help U.S. omnichannel retailers capture sizeable market share from Amazon while expanding margins. Is there enough evidence that online […]

June 4, 2024

In an innovative move that merges reality with the virtual gaming world, IKEA has announced that it will pay a limited number of Roblox players £13.15 or €14.80 per hour to work in its virtual store experience, called “The Co-Worker […]

May 31, 2024

In April 2022, Home Depot appointed Matt Carey as its executive vice president of customer experience. It was a new role for the company at that time, with the aim of developing strategies to improve the customer experience across in-store […]

May 23, 2024

It’s no secret how COVID-19 impacted retail. At the height of the pandemic, shelter in place orders led to an abrupt halt to in-person shopping while digital sales soared. Many retailers shuttered stores and, at the time, it was uncertain […]

May 21, 2024

“Global citizenship” refers to the social, political and economic actions of “globally minded individuals and communities,” according to the United Nations. While that definition doesn’t sound like it has much to do with commerce, millennial and Gen Z consumers are […]

May 17, 2024

This month Retail TouchPoints has been exploring the state of autonomous checkout experiences in our series From Self-Checkout to Just Walk Out. The long and short of it is this: No one is really a big fan of self-checkout kiosks, […]

May 16, 2024

In 2022, BrainTrust members discussed the notion of a phygital retail future. Now, over two years later, we take a look at how far this landscape has evolved in regards to digitizing the physical store. The integration of digital and […]

May 15, 2024

Reebok Impact marks a collaboration between Reebok and Futureverse coming to fruition. Last December, the two companies announced plans to launch the Reebok Impact virtual experience as part of the shoe brand’s efforts to showcase its products in a new […]

May 15, 2024

In today’s fast-paced world, convenience is king. Yet currently, there has been a growing divide between supporters and detractors of self-service and self-checkout lanes. Self-serve retail, also known as unattended retail, removes the cashier from the equation. It encompasses various […]

May 13, 2024

What would happen if you smushed an entire holiday season, with all its intensity and high stakes, into a period lasting less than two weeks? And just to make things even more complicated, what if your (perishable) product was a […]

May 10, 2024

Recent research from e-commerce consulting firm 2 Visions delves into consumer shopping habits, revealing intriguing insights into preferences across generations and regions. According to 2 Visions, which surveyed 2,411 Americans between February and April 2024, 72.41% of consumers believe that online shopping […]

May 1, 2024

U.S. online grocery growth is expected to significantly slow but still outpace in-store growth by three times over the next five years, according to Brick Meet Click’s new U.S. eGrocery Sales Forecast. The report, sponsored by Mercatus, predicts that overall […]