User Experience

Building Digitally Native Vertical Brands by Redefining Value
February 16, 2018 at 10:11 am

Back in the 1970s, opening holiday gifts was an emotional minefield. Would this toy work? Chances were high that at least some would be duds. Back then, lots of cheap toys (and other goods) came from faraway lands still figuring out how to consistently make good things cheaply and in large numbers. As one of…

‘Mystery Shopping’ Won’t Work if You Can’t Look at the Big Picture
February 16, 2018 at 9:15 am

Some brands are learning the hard way that no matter how much they invest in a better customer experience (CX), a single mishap can have disastrous consequences. With customers more empowered than ever to share their feelings on social media, one negative experience can spark the outrage of thousands online. Just ask any of the…

Looking to the Future of the E-Commerce Experience
February 7, 2018 at 5:47 pm

The way we shop and sell goods has significantly changed over the past several years. Everything has become more digital, and last year’s Black Friday sales made that clear. And while more consumers are embracing online shopping, many still enjoy the experience of going to traditional brick-and-mortar stores to purchase goods. In physical shops, we…

Personalized Product Recommendations Chip Away at the Amazon Monopoly
February 2, 2018 at 8:50 am

Amazon.com accomplished more in 2017 than most businesses hope to achieve in their existence, from winning Oscars to buying Whole Foods — and what a year it was. It seems as though Amazon is putting its foot in every open door, from healthcare to grocery to streaming services. The retail giant's vast resources, trusted name…

3 Ways to Compete With Amazon’s Customer Experience
January 25, 2018 at 10:52 am

It’s not easy being a retailer these days. Amazon's customer experience has changed the game. The online retailer's broad product assortment and customer-centric strategy is forcing other retailers to up their games. Many traditional retailers are asking if they truly understand what consumers want and, more importantly, if they have what it takes to meet…

AI’s Impact on the Customer Experience and What it Means for Retail
January 12, 2018 at 10:40 am

As we begin 2018, it’s safe to say that artificial intelligence (AI) will continue to infiltrate our everyday lives and challenge business processes to become more intelligent and proactive. In fact, according to Forrester, 38 percent of enterprises are already using artificial intelligence, growing to 62 percent by 2018. Additionally, IDC believes AI will be a $47 billion…

5 Questions That Can Improve Your In-Store Experience
January 10, 2018 at 11:13 am

Ask and you shall (usually) receive. According to research from Accenture, 35 percent of millennials and 40 percent of Gen Zs say they often or very often provide retailers with direct feedback when prompted. Make the most of this opportunity, especially with the younger part of your customer base, by gathering valuable insights whenever possible. The…

How Small E-Tailers Can Thrive in the Age of Retail Consolidation
December 22, 2017 at 9:46 am

Do small and new online retailers have a chance to succeed anymore? Industry analysts say that 2017's parade of acquisitions by major retailers — Whole Foods by Amazon.com, Kate Spade by Coach, HSN by QVC, among others — are making it harder for smaller retailers to survive. How can SMB sellers compete with these players’ same-day…

A 2017 Holiday Shopping Survival Guide for Retailers
December 18, 2017 at 11:20 am

Something interesting happened as we spent countless news cycles prophesizing the demise of brick-and-mortar retail: 2017 Black Friday foot traffic at stores remained very high and barely saw any change from last year. Meanwhile, online shopping saw another 17 percent increase from last year, with mobile shopping accounting for almost 40 percent of those online…