Omnichannel

Creating a Digital Strategy? Don’t Forget the In-Store Experience
January 19, 2020 at 7:24 pm

Online shopping’s share of the retail market has been growing ever since Amazon.com and eBay first came on the scene more than two decades ago. The astonishingly fast worldwide adoption of mobile devices created another e-commerce portal, allowing people to make purchases using their phones from anywhere with a connection. Retail branded apps and the…

What Retailers Need to Know About Retail 4.0 in 2020
January 9, 2020 at 2:44 pm

Heightened brand experience. Systemic integration. Ultra-efficient inventory and fulfillment. Sales associates turned sales superstars. This is retail 2020. The question is, will your organization be ready? Retail has experienced tremendous evolution since the inception of new technology, increasing consumer demands, and rapidly shifting economic conditions. The latest iteration of digital transformation in retail has already…

Digital Commerce and the Customer Experience: Top Trends for 2020
January 9, 2020 at 2:03 pm

For all the prognosticators out there trying to predict which digital commerce brands and retailers will be the winners and losers in 2020, there’s a simple litmus test: the customer experience. Without a doubt, succeeding in 2020 will require companies to have 20/20 vision into how consumers want to experience a brand — both online…

Predictions for Grocery Retail in 2020
January 7, 2020 at 12:24 pm

The grocery industry is undergoing momentous change. With online consumer packaged goods sales promising to reach over $70 billion in 2019, and that number set to double by 2025, these purchases will directly cannibalize brick-and-mortar supermarkets’ in-store sales if grocers don’t take action. The pressure on brick-and-mortar retailers has reached an inflection point with Amazon.com…

2020 Vision: What’s Coming in the Realm of CX
January 7, 2020 at 12:09 pm

You’ve heard it again and again: the customer is in control of the shopping journey, and only those retailers that provide memorable and meaningful experiences will win long-term loyalty. While this is a widely accepted truth, the reality is that only a handful of brands are fulfilling this promise. We all know the biggest names…

How D-to-C Brands Are Redefining the Brick-and-Mortar Experience
January 3, 2020 at 11:21 am

It’s that time of year when we start seeing new year sales forecasts roll in and determine which brands will and won’t be retail winners. While some “winners” are easier to predict, I believe there will be a twist this year. In 2020, the retail winners will be direct-to-consumer (D-to-C) brands, many of which most…

Brand Loyalty for Retailers Requires an Omnichannel, Data-Driven Approach
December 18, 2019 at 10:28 am

Every facet of a retailer’s business can present a challenge when it comes to providing the perfect customer experience — sales, inventory, shipping, delivery, you name it. At some point, those challenges will give rise to issues, and it’s no secret that when consumers encounter a problem, they reach out to the source to get…

5 Ways to Remove Friction During This Short Holiday Shopping Season
December 11, 2019 at 3:09 pm

This holiday season promises to be big — but short. Overall holiday retail sales will see above-average growth, between 3.8 percent and 4.2 percent, which equates to roughly $730 billion. E-commerce sales are expected to grow even faster, with an 18 percent spike year-over-year. Concurrently, the holiday shopping schedule this year consists of only four, not five,…

The Top Omnichannel Brands Have One Thing in Common: Mobile
December 9, 2019 at 12:35 pm

I’ve long been a proponent of making omnichannel a C-suite issue. It has to come from the top down. But the brands struggling to deliver a true omnichannel experience have a fundamental issue. At an organizational level, many brands still operate online and in-store in silos. E-commerce and physical retail are their own separate entities,…