VANCOUVER, British Columbia, June 04, 2018 (GLOBE NEWSWIRE) -- A panel of ecommerce experts will discuss how retailers can increase revenue and brand loyalty by putting customer experience at the center of their holiday strategy with a live webcast hosted by Mobify and Qubit. "Customer Experience Panel: How to Maximize Your 2018 Black Friday Revenue" will be held Thurs., June 14, 2018, at 11:30am ET/4:30pm BST. Attendees can register here and submit questions live or in advance.
https://globenewswire.com/news-release/2018/06/04/1516055/0/en/Webcast-Mobify-and-Qubit-Customer-Experience-Panel-to-Reveal-How-Retailers-Can-Maximize-2018-Black-Friday-Revenue.html/
Almost every retailer out there will tell you they need to be more innovative, and that this is hard. Retail has long been an industry focused on buying low, selling high, and optimizing everything in between. Shifting to meet an expectation of providing content, services, experience, engagement and more – this is a big shift, and not easily accomplished. Some retailers – vertically integrated brands, or those with private label merchandise – might be good at product innovation, but that is a far cry from process innovation – and that is a large part of what retailers need right now, as they try to make the shift to be more relevant to consumers.
https://www.forbes.com/sites/nikkibaird/2018/06/30/traditional-retailers-focus-on-customer-experience-at-the-expense-of-other-innovations/#1eb7a18f5832/
Trader Joe’s ranked first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index.
Based on a survey of more than 110,000 U.S. adults, the Forrester CX Index aims to measure and rank how well a brand’s customer experience strengthens shopper loyalty. The Cambridge, Mass.-based research firm benchmarked the customer experience quality at 287 U.S. brands, including 42 leading multichannel retailers.
http://www.supermarketnews.com/retail-financial/trader-joe-s-rates-high-customer-experience-reports-study/
James Geller, retail solutions director at Oracle, looks at explanations for the existence of the customer experience gap and how to close it.
The good news is that more and more retailers are starting to understand they need to focus on customer experience.
People buy into brands that have stories to tell and something that makes them stand out.
The bad news is that retailers often have to focus on sales, KPIs and maximising shareholder value, which in turn drives some interesting decisions and potentially creates a customer experience gap.
Why does the gap exist? There are four key reasons.
https://www.retail-week.com/technology-blog/three-ways-to-close-the-customer-experience-gap/7029033.article?authent=1/
The relationship between retailers and technology is the perfect definition of ‘frenemy’. While high street retailers are struggling to attract a dwindling amount of footfall into their stores – we won’t list again here the recent high street casualties – down to competition from online rivals (sometimes their own), technology conversely could be the savior for physical shops for those retailers able to work out how to use it to stay relevant.
https://diginomica.com/2018/04/20/theres-value-offline-retail-metrics-wrong/
For decades, the retail industry stood strong. Retailers emerged fairly unscathed during the first wave of the internet in the ’90s because consumers still by and large chose to shop in physical stores staffed with employees that strived to provide customer service. So, it was business as usual with a small number of wary execs cautiously eyeing the growing shift toward ecommerce.
http://www.adweek.com/digital/the-retail-industry-is-focusing-on-customer-experience-and-convenience-to-win-in-ecommerce/
I don’t think anyone will argue with the idea that customer expectations are changing fast and that it is very difficult for retailers to keep up. But the problem is not limited to retail, as pretty much anyone serving consumers finds themselves in this expectation loop. If a consumer has a great experience with a banking app, for example, all of a sudden he expects every retailer to offer something similar in terms of a digital wallet.
https://www.forbes.com/sites/nikkibaird/2018/06/21/the-retail-customer-experience-is-not-an-arms-race/#203da7aa9f03/
At this year’s National Retail Federation (NRF): Retail’s Big Show, Samsung Electronics America, Inc. is featuring its latest retail innovations to help brick-and-mortar retailers reinvent the in-store experience for customers. Powered by its latest display solutions, mobile devices, and behavior-sensing technologies, Samsung along with partners, are spotlighting solutions that provide unique retail experiences and captivate customers at this year’s NRF show.
http://businesswire.com/news/home/20200112005051/en/Samsung-Showcases-Innovative-Retail-Solutions-Reinvent-Customer/
Salesfloor, the award-winning mobile platform designed for store associates, received the award for Best Omnichannel Customer Experience Solution at the Vendors in Partnership (VIP) Gala this past Friday.
The VIP Awards marked the official start of NRF's Big Show in New York City where retailers from around the world gather to share, learn, and network. The VIP Awards is a way for retailers to celebrate the drivers of the retail ecosystem and formally support, influence and recognize their vendor partners.
http://streetinsider.com/Globe+Newswire/Salesfloor+Wins+Best+Omnichannel+Customer+Experience+Solution+at+the+Vendors+in+Partnership+Gala/16332848.html/
Being mobile centric, offering alternative payment options such as the ability to pay later and enabling one-click repeat purchase are all key to winning over online Christmas shoppers.
So says new research by payments provider Klarna, which harvests the views of more than 2,000 consumers to reveal that shoppers are so stressed out in the extended run up to Christmas that they’re overwhelmed when the day itself arrives.
http://internetretailing.net/2017/12/retailers-must-invest-mobile-payments-ease-pain-christmas-customer-experience/
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