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Category: Customer Engagement


Customer Engagement, Customer Experience

Retailers don’t have to choose between profitability and customer satisfaction

September 17, 2021

Via: RetailWire

At the height of the COVID pandemic, retail profitability took a back seat to meeting customer demand by whatever means necessary. Retailers had to quickly expand omnichannel operations, often without concern for efficiency, to meet the simple goal of getting […]


Customer Engagement, Customer Experience

2021 Holiday Survival Guide

September 2, 2021

Via: Independent Retailer

The holidays are just around the corner, and it is back to business as usual! 2020 may have thrown us all for a loop, but consumers are excited to get out there and do their gift shopping in person. Independent […]


Customer Engagement, Customer Experience

How REI is building an outdoor ecosystem around its customers

September 1, 2021

Via: Retail Dive

The purpose of a retailer is changing. The core function may still be to sell products, but there are entire worlds being built up around consumers now that have — at least on the surface — little to do with […]


Customer Engagement, Customer Experience

When online activity soared last year, so did data collection.

August 31, 2021

Via: Retail Dive

When the threat of the virus kept scores of retail locations temporarily closed, ordering items online became the go-to option for many consumers stuck at home. Instantly, almost every item was sold and bought online — from fresh produce and […]


Customer Engagement, Customer Experience

Have cross-selling and upselling become lost retail arts?

August 20, 2021

Via: RetailWire

Cross-selling and upselling in retail are the foundation of raising the average ticket. Here are five tips to get you started in your store: Build rapport: Cross-selling and upselling at retail too often involve a salesperson trying to sell an […]


Customer Engagement, Customer Experience

Perfecting Customer Experience for Post-Pandemic Retail

July 29, 2021

Via: Independent Retailer

Many consumers got comfortable with online shopping during the pandemic, engaging with brands and other shoppers in a virtual sense, but nothing beats the authenticity of in-store experiences. Tango, a leader in Store Lifecycle Management (SLM) solutions, conducted a consumer […]


Customer Engagement, Customer Experience

Why you should ditch conversion rate optimization for customer experience optimization

July 26, 2021

Via: Retail Dive

Where are you selling these days? Your website, of course, but what about Amazon? Maybe Walmart.com? Etsy, even? How about Facebook or Instagram shopping? It’s no secret how important the digital world of commerce plays to any brand these days. […]


Customer Engagement, Customer Experience

Do stores need to take shoppers on an ‘experiential learning’ trip to succeed?

June 24, 2021

Via: RetailWire

A university study finds selling “deep” products at physical stores is a core builder of trust with customers and a primary reason digital native retailers open stores. Researchers from Colorado State University, Amazon.com and Dartmouth College examined the role of […]


Customer Engagement, Customer Experience

What does it take for stores to satisfy their pickiest customers?

June 22, 2021

Via: RetailWire

New university research finds hard-to-please, or “picky”, customers demonstrating shopping tendencies beyond just looking for the “best” option. Previous research has found that about 40 percent of people say they have family or friends they would consider picky, suggesting the […]


Customer Engagement, Customer Experience

Adapting to Changing Consumer Behavior

June 15, 2021

Via: Independent Retailer

Since March 2020, consumer behavior has shifted in ways we never imagined. Everyone ate differently, choosing to stay home rather than going out to restaurants, they went months without seeing family and friends, and they shopped differently, avoiding in-person interactions […]