4 Tips for Surviving in a Retail Contact Center


With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase by 19% this year. These predictions represent significant opportunity for retailers.

How Understanding Shoppers Can Save Retail


Because retail is in crisis. If retail as we know it is to return to “normal” – and many, including the HBR have already declared this to be near impossible – it is important to understand what is going on in our shoppers’ brains. Retail Store Experiences.

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Technology-Enabled Personalization in Retail

Customer Think

Augmenting Retail space with intelligent technologies that can create an interactive and context-specific personalization experience.

Q&A with Miva on the challenges ahead for retailers

Adrian Swinscoe

The pandemic’s onset forced brands, particularly retailers, to rapidly adopt new digital and e-commerce solutions to help them both survive and adapt to changing consumer behavior. […]. The post Q&A with Miva on the challenges ahead for retailers first appeared on Adrian Swinscoe

7 Technological Advancements in the Retail Industry to Make You Say Wow


Shopping has always been seriously big business – with total global retail sales reaching $26.29 Yet, the actual retail experience has changed radically from just a generation ago. Technology is taking retail phygital. US retailer Macy’s uses these beacons.

7 Huge Threats Retailers Need to Know for Holiday 2020


With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. . It’s no question that having a strong digital presence will be critical for retailers in the coming months!

Top 6 Best Practices for Customer Service in Retail


Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. shoppopdisplays #CustomerService #Retail Click To Tweet. 80% of retail profits are generated by the most loyal 20% of customers.

Retail Intent Data: What Customer Conversations Mean for Retailers


Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences.

Retail Intent Data: What Customer Conversations Mean for Retailers


Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences.

Retail Is Broken

Beyond Philosophy

Retail is Broken: This is the Solution. Some might say that retail is dead, another victim of COVID-19. The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Psychological theory underlays much of our behavior in retail experiences.

What retailers are missing in the digital transformation


Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change. The world’s largest retail trade association brought together industry experts who shared their stories and advice for meeting consumers where they are in the new normal.

Tech Is Enabling These 5 Shopper Trends. Is Retail Ready?

Customer Think

Retailers thought digital shopping would forever alter consumer behavior, but actually, it’s the implicit capabilities behind e-commerce that are […].

5 Retailer Survival Tips For Holiday Shopping Season 2020


To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. Whether you’re new to the digital marketing game or not, it’s time to take another look at your online retail strategy.

How social advocacy is shaping retail consumer trends


This is the first in a series of insights from the National Retail Federation’s Big Show 2021. Read our round-up of retail CX trends for 2021. On the flip side, only 21 percent of overall respondents think retailers shouldn’t raise their voice on social issues.

The Advantages of Omni-Channel Retailing


The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.

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Location Data: How it Helps Retailers Grow Sales and Business

Customer Think

Several studies have found that more than 90 per cent retail companies across the broad spectrum of industries believe location data plays a critical part in their successes.

50 Retail Survey Questions for Customer Feedback you need

Zonka Feedback

Retail business is all about the transactions involving sellers selling their goods directly to the customers which are usually the end users of the products.

7 Retail Pharmacy Business Trends You Should Know!

Customer Think

Being in the pharmacy industry, it is essential to know the retail pharmacy business trends. Before Coronavirus hit the world with a pandemic, the retail […]. Not just in pharmacy but in any industry, keeping up with the ongoing trends is a must.

Omnichannel Retail Customer Experience Trends: The Experts Weigh In


When it comes to omnichannel retail customer experience, the multi-billion dollar question is: what exactly are customers looking for? Retail is phygital and we aren’t going back. The “democratization of retail” didn’t just happen.

Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage


As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. For example, retailers can provide personalized offers, reduce customer churn, and handle issues proactively. However, the reality is that big data is working in the retail industry, and gleaning insights from how other brands have already put it into practice can start you on your own big data journey.

The hottest CX trends for retailers are anything but trendy


In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Doing retail well means giving CX the attention it deserves as both a competitive differentiator and a business priority.

Sporting Goods retailer retains Taylor Reach to support e-commerce experience

Taylor Reach Group

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace.

Best Retail Feedback App for 2021

Zonka Feedback

Researches suggest that 51% of consumers will stop shopping at a retailer after 1-2 poor in-store shopping trips.

Podcast #139: How to Reimagine the Retail Experience


It’s bargain basement day on the CXM Experience as we look at two recent brick-and-mortar retail adventures. The post Podcast #139: How to Reimagine the Retail Experience appeared first on Sprinklr. Both positive (or, at least, mostly positive), and both excellent examples of the value of the shopping and checkout experience. It doesn’t have to be fancy, as long as you put the customer first. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts.

Guide to Create Perfect Retail Sales Training Programs


75% of consumers would stop doing business with a retailer if they encountered a bad experience such as poor customer service. Whether you own an online retail store or a brick-and-mortar, it always makes a difference to train your employees in their trade. Retail Sales Training Tips.

Retail Digital Experience Can Still Satisfy Europeans during COVID-19


Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.

Retailers Need to Concentrate on Loyalty Over Acquisition to Thrive


In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands.

How is Technology Transforming the Future of Retail eCommerce Businesses?

Customer Think

The future of retail eCommerce businesses is being transformed by technology at breakneck speeds, and you don’t want to be left behind! However, new technologies can come with some serious challenges if your business isn’t ready to adapt to them.

Are retailers wasting an innovation opportunity?

MyCustomer Experience

AThe pace and scale of digital transformation within the retail industry since the beginning of the COVID-19 pandemic has been nothing short. 26th Jul 2021. By James Harvey EMEAR CTO

Retail Customer Service Training

Customer Service Training

Retail Customer Service Training; how to help your customers in store

Retail Is Broken: This Is The Solution

Beyond Philosophy

Everyone is saying that the pandemic will be the death of retail. I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. So, What Should You Do About Your Retail Experiences?

The Future of Retail is in the Stars (or is it the Cloud?) Testing


Will the future of retail be without physical outlets? Like many CPG companies, they are considering online retailing. I remember participating in heated arguments in the past, between sales teams and retailers, about online stores. So why should retail by any different?

How “The Great Compression” can lead to better retail CX


The future of retail probably won’t be the awkward ballet of head-counting, hand-sanitizing, and anxiety it is now—and thank goodness for that. Looking ahead, the question for many is how customers and retailers will behave now that glimmers of normalcy are starting to show.

5 Things You Most Likely Didn’t Know About Listening Effectively In Retail Sales

Myra Golden Media

When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs. Join me as I go over how important listening is in retail sales, and I share 5 things you most likely didn’t know about listening in retail sales. Take The Importance of Listening in Retails Sales on LinkedIn Learning and Lynda.com . Customer Experience Design Retail Sales Effective Listening

Advantages of Customer Feedback Software for Retail Industry

Zonka Feedback

In today's world, success of a retail business revolves around these questions: Are the products which customers are looking for available at your retail store? Is your retail staff supportive and welcoming for the customers?

Transforming the retail experience with omnichannel CX

CX Network

Discover how to transform CX communication and UX through omnichannel solutions

How Successful Retailers Win in Endless Disruption

Beyond Philosophy

Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. As a guest on our recent podcast, she spoke about how retailers are winning in today’s hypercompetitive retail market. Baker Retailing Center. When she was the director of the center, she spoke with a lot of retailers. She asked them to describe their idea of the perfect retailer.

How The Personal Touch Can Set Retailers Apart in The Age of Amazon

Customer Think

E-commerce expert Alexander Graf outlines how retailers can find a way out of the Amazon jungle In late April this year, Amazon gave us a glimpse of how the pandemic has accelerated its earnings, reporting impressive quarterly sales of $108.5

4 ways to stay ahead of the retail paradigm shifts


The retail industry is no stranger to disruption, but consumer preferences and shopping patterns have never shifted as quickly as they have in 2020. This free data-driven report looks at how businesses can stay ahead of the retail paradigm shifts that aren’t going anywhere.

Why Loyalty is More Important Than Acquisition for Retailers in a Post-Covid World


In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands.

What’s Next in the Retail Customer Experience

1 to 1

Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. Retailers, however, have a thin margin of error as they recover from 2020. And so this trend of consumers pushing and retailers holding back is no longer viable.

How Retailers Can Drive Loyalty in the Online Return Era

Customer Think

According to the new Retail CFO Outlook survey from accounting firm BDO, 46% of retailers are accelerating digital transformation plans in response to the disruption over the past 12 months, with 44% taking advantage of new opportunities for product/service innovation.

Retailers, Listen Up: Quit Wasting Customers’ Time


The Interaction Metrics 2016 Customer Listening Study evaluated the customer satisfaction surveys of 51 top US retailers. The first study of its kind, it found that retailers like Lowe’s and Wal-Mart waste customers’ time—and their own—with critically flawed surveys. The retailers selected for the 2016 Customer Listening Study were the National Retail Federation’s (NRF) top retailers, omitting supermarkets and membership stores.