Tag: customer experience

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 17, 2024

The last few years have included incredible highs and the deepest of lows for food retailers, from finding workers during the pandemic to tackling widespread supply chain disruptions and rising costs. Organizations have been forced to navigate increased competition, accelerate […]

July 9, 2024

Like many industries, retail is currently experiencing a talent shortage. How severe is that shortage? While vacancies for the U.S. job market overall are down 5.6% in the last 12 months, retail vacancies are up 11.6% through April 2024. And, […]

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 13, 2024

2024 headlines have so far been dominated by grocery product recalls. In March, Trader Joe’s recalled packages of cashews due to salmonella contamination fears. One month later, the popular retailer issued a similar recall for its basil products for the […]

May 31, 2024

While businesses are widely encouraged to respond to negative online reviews, a new study finds responding to positive online reviews is more of a “minefield” and some should be ignored. Researchers at Rensselaer Polytechnic Institute and Baruch College’s Zicklin School […]

May 29, 2024

The plaintiffs in this case — including the National Retail Federation, the American Hotel and Lodging Association, the Associated Builders and Contractors, the National Association of Convenience Stores, the National Association of Home Builders, the Plano Chamber of Commerce and […]

May 23, 2024

Augmented reality (AR) has evolved from a novelty into a critical investment for retailers that want to capture audience attention and dollars. Businesses that offer AR-driven experiences are 41% more likely to capture consumer attention than those that do not, according to […]

May 22, 2024

In the post-COVID world, restaurants can’t really opt out of takeout and delivery. Just as consumers got used to the convenience of debit and credit card payments—leaving cash-only restaurants in the dust—today’s diner expects convenience, quality and speed, whether they’re […]

May 21, 2024

The retail landscape is transforming, driven by rapid technological advancements and changing consumer behaviors. In this dynamic environment, making informed, data-driven decisions has become a cornerstone of competitive advantage and operational success. Against this backdrop, network analytics emerges as a […]

May 20, 2024

The role of the call center agent is changing as customer habits evolve and technology advances. Rising interest in digital self-service prompted L.L. Bean to cut its call center hours starting in July, though a large majority of its 500 […]

May 16, 2024

Retailers are continuing to refresh and launch their mobile apps. Alongside Best Buy, other major retailers like Pottery Barn, Williams Sonoma and Costco have introduced and upgraded their own mobile apps in recent months. With its revamped mobile app, Best […]

March 6, 2024

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 […]

February 29, 2024

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 […]

February 28, 2024

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 […]

February 16, 2024

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 […]

February 15, 2024

A well-run supply chain organization has more in common with music than many may think. A supply chain is made up of many parts—there are physical assets like trucks on the roads and robots in the warehouse. There are the […]

February 13, 2024

The history of customer service dates to nearly the beginning of time, back to when merchants of the ancient civilizations in Rome and Greece worked to satisfy their customers. It has evolved since then, but until the COVID-19 pandemic disrupted […]

February 8, 2024

Retail is evolving. With technology and changing customer behaviors guiding the way, more businesses are shifting toward automated systems and AI stores. In fact, according to Retail Innovation Hub’s 2022 research, there was an 11% increase in brands using self-checkout […]

February 7, 2024

The digitization of brick-and-mortar stores is nothing new, but up until recently it has primarily been focused on surfaces in the store that are already digital: point-of-sale systems or back-of-house tasks like inventory management. As a result, as the science […]