Software

Listen as we map out simple customer service best practices you can implement today, and keep customers coming back time and again.

With the retail environment shifting to one where consumers expect a seamless, hassle-free shopping experience every time they interact with a brand — no matter the channel — Tennis Express realized it needed to upgrade its software systems to meet this need. The retailer was hamstrung by siloed systems for critical business processes (e.g., POS, ERP, purchasing, receiving, inventory, web, mobile), hindering its ability to grow. For example, Tennis Express was unable to get a real-time view of inventory availability across channels, leading to frustrated consumers trying to buy out-of-stock items on the retailer's website.

Imagine letting your customers see how your clothing items fit before they make a purchase, possibly boosting conversion rates while lowering returns due to poor fit. That's the idea behind PhiSix, a computer graphics company just acquired by eBay. The technology behind eBay's latest acquisition creates 3-D models of clothing from photos and "simulates the behavior of the garments." It can be used online and offline to let shoppers to see how clothes fit, look and move in different environments. The technology is also able to recommend a size for the user's body based on basic measurement inputs. 

With Forrester predicting online shopping will reach $370 billion by 2017, retailers are fighting to get consumers to visit stores — and provide a quality experience when they get there. The trick is matching the convenience, speed and depth of information in-store that the online world easily provides. Also taking priority: time-saving techniques like virtual try-on; faster, more secure checkout; and protecting customers’ information. Consumers "expect the in-store experience to match the convenience of online," said Chris Donnelly, global managing director of Accenture Retail. Evidence the growth of mobile payments, which Accenture said will quadruple to $630 billion by 2014.

This past January, as I've done for the past five years or so, I trekked into New York City's Jacob Javits Convention Center for the National Retail Federation's (NRF) Big Show. I was met, as I was in past years as well, by retailers from around the world. I spent time at this year's conference attending presentations and press conferences; meeting and interviewing retail industry execs in the press room; and walking the vast exhibit hall floors trying to find the "next big things" in retail technology. Here are a few of my takeaways

As senior managers, we're tasked with overseeing initiatives that drive innovation and growth, defining and setting the direction of the company, hiring the right people to execute the overall vision, and being champions for the company's products and services. Together, our actions and decisions are designed to influence product development, sales, operations, competitive positioning, company reputation and, if publicly traded, stock performance. If a particular business unit or function isn't performing as expected, or their actions have an adverse effect on operations, ultimately, the responsibility falls on senior management.

The evolution of technology within the retail and e-commerce space is shaping how consumers behave and interact with brands and savvy, smart retailers know that understanding shoppers’ behavior is key for success. These retailers realize they can utilize technology to capitalize on consumer needs and customize offerings to help significantly increase their bottom lines. Here's how companies are using technology to provide added value to consumers. 

Beauty retailer Sephora has launched Sephora University Beauty Classes, a new program designed to help beauty lovers of all ages and abilities master everything from building a skin care routine to creating the perfect smoky eye. Now available in more than 60 stores throughout the United States, these complimentary classes are the newest way in which Sephora is striving to further enhance the client experience.

Last Thursday, Diane von Furstenberg's studio in New York's Meatpacking district underwent a temporary transformation. Gone were the large pieces of furniture on the east-facing wall; in their place were cameras, studio lights and a half dozen production people, in addition to representatives from Google, the Council of Fashion Designers of America (CFDA), public relations firm KCD as well as von Furstenberg's own design company. The occasion? Von Furstenberg was hosting the first shoppable Google+ Hangout, one in a series to be held by CFDA designers.

Sherwin-Williams is releasing a new consumer app for Google Glass, called ColorSnap Glass. Developed for Sherwin-Williams by digital marketing agency Resource, ColorSnapp Glass provides a digital layer of color samples customers can view using the Google Glass device. "We're committed to harnessing the latest in technology in order to create superior experiences for our customers," said Ellen Moreau, VP of