Omnichannel

Regardless of the time, location or platform that customers choose to interact with their favorite brands, they expect a personalized and engaging experience. And for businesses that can deliver a unified experience, meeting customers' heightened expectations is a great opportunity to outperform rivals. In fact, 80 percent of customers admit that the experience a company…

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While at Shoptalk in Las Vegas last month, Editor-in-Chief Joe Keenan interviewed Liza Lefkowski, vice president of proprietary brands and retail at Wayfair, an e-commerce furniture and home goods company. During their conversation, Lefkowski discusses her role within the company, the cross-channel behaviors she's seeing from Wayfair's customers, improving the customer experience through cross-channel touchpoints,…

With 2024 in full swing, the results are in from the 2023 retail peak season, and one thing is clear: digital is embedding itself as the channel of choice for shoppers. According to analysis by Mastercard, in-store sales during Black Friday increased just over 1 percent compared to 2022 figures, whereas digital sales shot up…

In episode 447 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sabrina Callahan, vice president, e-commerce at Sam's Club, a leading membership warehouse club offering superior products, savings and services, part of the Walmart portfolio. During the wide-ranging conversation, Callahan discusses her role at Sam's Club (1:15), collaborating with other departments within the company to…

DoorDash has entered the home improvement category with a new partnership with Lowe’s Companies. The delivery aggregator announced yesterday that it will offer on-demand delivery from more than 1,700 Lowes' stores nationwide. This partnership marks DoorDash’s first foray into the home improvement category and builds on the significant selection offerings on the platform, with more than 99…

In this webinar, our experts will discuss best practices for incorporating and measuring direct mail in your buyer’s journey.

According to McKinsey, more than half of business-to-consumer customers engage with three to five channels each time they make a purchase or resolve a request. The evolution of technology has transformed these channels into explicit, interconnected conduits directly impacting customer satisfaction. In today’s retail landscape, it's no longer sufficient to merely acknowledge this fact; retailers…

From brand and product options to the methods to purchase, consumers have more choices than ever in how their shopping experience comes to life. The most recent shift in consumer mindset and shopping preferences happened as a result of the COVID-19 pandemic. Because so many retailers were forced to shift to online-only during this time,…

Nearly every retailer is heavily investing in improving their online and in-store channels. However, not every retailer is considering the scenarios in which online channels are being used in a retail store. In fact, nearly half (46 percent) of global in-store shoppers reported using a smartphone to enhance their most recent shopping journey. Despite this…