Omnichannel

BOPIS Leaders Create Speedy Experiences to Keep Customers Coming Back
April 18, 2019 at 10:52 am

In today’s evolving retail climate, consumers are straying from shopping exclusively in-store or online. Instant gratification, control and face-to-face customer experiences entice consumers to still shop in physical stores. Yet, the convenience of online shopping was a primary factor in e-commerce sales increasing by 15 percent in 2018. As customers  incorporate both shopping methods into…

3 Ways to Increase Customer Loyalty With an Omnichannel CX Strategy
April 10, 2019 at 12:15 pm

Over the last few years, the retail industry has experienced an unprecedented transformation. Nordstrom is successfully opening inventory-free locations, Nordstrom Local, where customers can pick up online orders, make returns, have clothing altered, and view custom collections curated by Nordstrom stylists. Meanwhile, Amazon.com is opening stores and experimenting with the elimination of checkout lines. This…

The Amazon Effect on Physical Retailers: How Not to End Up Like Sears
April 8, 2019 at 11:04 am

As Jeff Bezos expands the Amazon.com empire, its dominance is impacting consumer behavior as well as legacy business models across more business sectors than we could have originally imagined. It’s been referred to as the Amazon Effect. One notable ripple of the Amazon Effect has been felt by traditional retailers. The profound impact has been…

How Francesca's Identifies a Single View of the Customer
April 8, 2019 at 10:22 am

In episode 190 of Total Retail Talks, Executive Editor Joe Keenan interviews Erik Lautier, chief marketing officer and chief digital officer at Francesca’s, a national fashion and accessories boutique. Listen in as they discuss how Francesca’s identifies a singe view of the customer across many channels, the brand’s partnership with customer data platform AgilOne, and the emerging…

New Study: Gap Between Consumers and Retailers Shows That Basics Matter
April 5, 2019 at 9:21 am

For the past decade, I’ve worked closely with retail organizations through a consistently changing landscape that has always been dictated by new generations of consumers. Over the years, I couldn’t help but notice that there seems to be a vast gap in perspectives between the retail executives I talk to and today’s consumer. A new…

Why E-Commerce and Brick-and-Mortar Are Stronger Together
April 4, 2019 at 10:42 am

It’s no secret that the e-commerce boom has transformed the way people shop and, in many cases, had a deleterious impact on in-store sales. Last year saw a 3.4 percent growth for brick-and-mortar sales and a notable 15 percent jump for e-commerce sales. With these numbers and news of retailers committing to close their physical…

The New Retail: Sell to Me in a Me2B World
April 1, 2019 at 11:06 am

Jeff Bezos said, “If we can keep our competitors focused on us while we stay focused on the customer, ultimately we´ll turn out all right.” Many retailers today seem to do exactly this and try to compete with Amazon.com. It's not rare that I have conversations with retailers about implementing strategies to compete with, or…

Wayfair to Open First Full-Service Physical Store This Fall
March 28, 2019 at 1:10 pm

Wayfair, the Boston-based seller of home goods, said this week that it will open its first full-service physical retail store in early fall. The store, which will be located in the Natick Mall in Natick, Mass., is designed to extend the way Wayfair customers shop. Customer service and home design experts, for example, will be in-store to…

The Retail Industry Needs to Become Data Capable
March 27, 2019 at 10:26 am

According to Deloitte’s 2019 Retail Industry Outlook, 2018 saw a strong U.S. economy and a record-breaking holiday season. And while the retail industry witnessed mixed earnings, one constant remained — customers’ expectations are on a steep incline. Becoming a data-capable organization requires significant changes to be made at the leadership and technological level in order…

Human Connection Returns to Retail in 2019
March 26, 2019 at 11:58 am

As we approach the end of the year's first quarter, now is a good time for retailers to consider the trends that will impact their businesses in 2019 and beyond. One exciting trend crossing all segments of retail is the renewed focus on the human connection — i.e., building authentic relationships, stimulating community connections, and…