Omnichannel

Channel Surfing: The Omnichannel Customer Experience
October 18, 2023 at 9:47 am

Without knowing what an omnichannel experience is, customers say they want it and, in many cases, have come to expect it. According to PwC’s June 2023 Global Consumer Insights Pulse Survey, 80 percent of consumers shopped across at least three channels in the first half of the year. If we ascribe to the common belief that…

Michaels' CMO on its Omnichannel Transformation
October 16, 2023 at 5:52 pm

In episode 423 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Mandy Rassi, senior vice president, chief marketing officer at Michaels, the largest arts and crafts retailer in North America. Listen in as Rassi discusses the core components of Michaels' omnichannel transformation (1:15), including the role that customer feedback plays in its work to improve…

Your E-Commerce Component May Need a Shot in the Arm
October 11, 2023 at 2:15 pm

Despite encouraging economic numbers, about half of American consumers feel sour about the nation’s economy. While consumers are still shopping, they’re often looking to trim spending and will be cautious about their dollars over the next year. And with retail sales slowing, there's mounting pressure for brands to win more share of wallet. As the retail experience hinges increasingly on digital experiences, brands must ensure that they…

Retail Execs on Shifting Consumer Behaviors and Putting Customers at the Center
October 4, 2023 at 2:29 pm

Retailers are feeling the squeeze amidst economic headwinds, shifting customer loyalty patterns, pressure to pay higher wages, and more. How are they staying afloat? At our sister brand Women in Retail Leadership Circle's On the Road Columbus event last month, four panelists discussed the business strategies they’ve implemented that have helped propel their companies forward in…

Operation Omnichannel: A Seamless and Cohesive Shopping Experience
September 21, 2023 at 3:27 pm

With the popularity of online shopping, it's critical for retail brands to have a strong online presence and make their products easily accessible. However, many consumers still prefer an in-store shopping experience. A dual approach capturing all retail channels allows brands to reach the widest possible audience of consumers. For retail brands, the concept of…

Bridging Online and Offline Retail in the ‘Phygital’ Era Via Mobile Phones
September 19, 2023 at 2:33 pm

Physical and digital retail have largely remained separate, with purchases made either offline or online. But consumer behaviors are changing; we scan QR codes in physical stores to make payments or learn more about a certain product; we use mobile apps to redeem offline discounts on our frequent purchases. And now, brands are increasingly embracing…

L.L.Bean's Retail Chief on Powering Omnichannel Growth With New Stores, Tech
September 18, 2023 at 12:13 pm

In episode 419 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Greg Elder, chief retail officer at L.L.Bean, a leading multichannel merchant of quality outdoor gear and apparel. During the wide-ranging conversation, Elder provides an overview of L.L.Bean's recently announced 2023 omnichannel growth plans (0:50), the retailer's approach to wholesale partnerships (2:00), and its decision to…

Life Time Delivers Omnichannel Personalization to its Fitness Community
September 12, 2023 at 12:49 pm

In episode 418 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Lyndsie Adams, former vice president of CRM and loyalty marketing, and James Nelson, director of marketing analytics at Life Time, a chain of athletic clubs in the United States and Canada. Listen in as Adams and Nelson discuss what omnichannel personalization looks like at…

Omnichannel Consumer Experiences Earn Brands an A+ With Back-to-School Shopping
August 31, 2023 at 2:04 pm

In a crowded school supply marketplace where consumers shop in-store and online, brands are trying many approaches to stand out from the competition. The most successful brands recognize the potential of omnichannel experiences in maximizing back-to-school sales. By seamlessly integrating online and offline channels, these brands create a cohesive, personalized shopping journey that engages consumers…

How Retailers Can Use Omnichannel Tech for Better CX
August 23, 2023 at 3:06 pm

In this episode of Total Retail Tech Insights, Editor-in-Chief Joe Keenan interviews Josh Goodelman, chief revenue and operating officer at KWI, a retail point-of-sale and unified commerce platform. Listen in as Goodelman discusses his current role and professional background (1:00), KWI's offerings for retail clients (2:00), and highlights from Total Retail's 2023 Retail Technology Report, recently produced in…