Designed for retail CEO's, CMO's, e-Commerce Directors, Marketing Managers and other strategic decision makers, the Total Retail Resource Library is the premier source for free retail oriented best practices and case studies.


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Special Reports

Consumer Behavior and Expectations: The 2017 Holiday Season

Trustpilot, a leading online consumer review destination with 35 million reviews of nearly 190,000 businesses, recently released its Consumer Behavior and Expectations: The 2017 Holiday Season report, with in-depth analysis on consumer behavior, sentiment and customer review patterns. While thousands of consumers indicated pricing was one of the most important considerations for the 2017 shopping season, language analysis of more than 1 million consumer reviews suggested otherwise. Consumer sentiment favored brands offering superior customer service and timely fulfillment over other popular holiday initiatives, such as discount pricing and flexible return policies. The report helps retailers capitalize on key expectations and behaviors by identifying specific consumer trends, biases and preferences.

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White Papers

Digital Malware: Impact on the E-Commerce Market

This new benchmark report measures the impact digital malware has on e-commerce retailers. The data in the report is drawn from Namogoo’s monitoring of 500 million website sessions across a range of industries over a six-month period (January 2017 –June 2017). The report outlines the current infection rate of consumer machines, the rate of infected online sessions, causes for fluctuation, and guidance on how online businesses can protect the customer journey and win back lost revenue.

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White Papers

The State of Brick & Mortar 2017

Mood Media, the global leader in elevating customer experiences, recently released a new global study, The State of Brick & Mortar: 2017, which reveals consumer insights around the importance of in-store customer experience as well as in-store shopping behaviors.

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White Papers

From UX to CX: Rethinking the Digital User Experience

The latest report from Capgemini Consulting and the MIT Initiative on the Digital Economy (IDE) outlines the emergence of a new approach to customer experience management defined by the concept of collaborative exchanges. Customers are now able to engage at various levels along a firm’s value chain, from R&D and product development through content creation and logistics to services.

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Industry Sector Reports

Retail Mobile Customer Experience (CX) Index

Successful retailers offer mobile sites with a frictionless path to purchase that also seamlessly integrate into omnichannel shopping experiences. In its inaugural RETAIL Mobile Customer Experience Index, UserTesting conducted a competitive benchmarking study comparing the mobile web user experiences (UX) of eight of the top Fortune 100 retailers: Best Buy, Costco, The Home Depot, Lowe’s, Macy’s, Target, TJ Maxx, and Wal-Mart.

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Industry Sector Reports

Debunking the Millennial Myth

In a recent segmentation of U.S. shoppers, LoyaltyOne Global Solutions explored the types of shopper personas that emerge when we exclude demographic differences like age and gender and concentrate solely on behavioral data. What was discovered was illuminating, if not a little surprising: beyond age, so-called millennials are far from being one cohesive group at all. In fact, they fall into a multiplicity of groups with a variety of shopping preferences and attitudes.

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