Category: Customer Engagement

Customer Engagement, Customer Experience

Fake reviews 136% more likely to make online shoppers buy poor quality products

May 29, 2020

Via: Charged

Fake reviews make online shoppers more than twice as likely to purchase low quality goods, according to Which? The consumer watchdog asked nearly 10,000 participants to complete a simulated shopping task where they were asked to choose from a range […]

Customer Engagement, Customer Experience

Direct-To-Consumer Brands Are Finding New Ways To Engage With Customers

May 20, 2020

Via: Forbes

Even before the pandemic arrived, acquisition channels and costs were on the top of mind for a lot of direct-to-consumer brands. Since they can’t rely on exposure through big retail chains and online marketplaces, they have to find their own […]

Customer Engagement, Customer Experience

Walgreens launches ‘order ahead’ service for drive-thru shopping

May 7, 2020

Via: Retail Dive

Now that the coronavirus outbreak has placed a focus on essential retailers, the drugstore chain stated that it’s also uniquely positioned to service customers because of its broad network of drive-thru locations. As Walgreens leans on its drive-thrus, other retailers […]

Customer Engagement, Customer Experience

Best Buy To Offer In-Store Consultations As First Phase Of Reopening

April 29, 2020

Via: Retail TouchPoints

Best Buy will gradually reopen its stores for in-store consultations by appointment in May. The service, which will initially roll out at 200 stores, will let shoppers discuss potential purchases of kitchen appliances or other items. Each customer will be […]

Customer Engagement, Customer Experience, FMCG products, Retail Types

Grocers add live events, online classes and other virtual content

April 22, 2020

Via: Retail Dive

Whether they’re buying groceries in-store or online, the personalized service and community feel of grocery stores is currently second to the survival mode that most consumers and associates are engaged in amid the COVID-19 pandemic. Even with the significant increase […]

Customer Engagement, Customer Experience, In-Store Media, Tech

Your Plan A for Gen Z: How Retailers Should Tackle the Next Generation

April 21, 2020

Via: Independent Retailer

Generation Z has been described as many things — avid gamers, Snapchat aficionados and tech addicts. Born roughly between 1995 and 2010, this cohort, also known as centennials or post-millennials, has emerged on the retail scene as a force to […]

Customer Engagement, Customer Experience, E-commerce, Retail Types

How merchants can attract the right consumers in the age of corona

April 17, 2020

Via: Charged

Last month, the World Health Organisation officially declared coronavirus to be a global pandemic. As a result, a quarter of the world’s population is now living in lockdown. Online shopping – once an added convenience – is now the only […]

Customer Engagement, Customer Experience

China could introduce 2.5-day weekend to reinvigorate retail sector

April 16, 2020

Via: Charged

China could soon impose a two-and-a-half-day weekend in efforts to jumpstart its retail sector as it emerges from weeks of lockdown. Cities across the country have encouraged companies to offer workers an extra half day off so they can spend […]

Customer Engagement, Customer Experience

Study: 72% Of Shoppers Say Texting Improves Support Experience, But Retailers Fail To Promote It

April 6, 2020

Via: Retail TouchPoints

While only 25% of shoppers use text/SMS messages to contact customer support and 29% use live chat, retailers may have a real opportunity to increase usage of these communication vehicles by improving their visibility online, according to a survey from […]

Customer Engagement, Customer Experience

Show your warts! Customers buy more, stay loyal when they know the downside

March 6, 2020

Via: Customer Experience News & Trends

Go ahead, take the warts-and-all approach to winning and keeping customers. Researchers say it’s the better way. Instead of only promoting the great things about your products and services – and we know there are many – let customers know […]