User Experience

2 Main Types of Personalization: Which is Right for Your Brand?
June 6, 2017 at 8:36 am

As they look to better connect with and serve their customers, today’s retail marketers find that personalization is a strategic imperative. According to Infosys, 59 percent of customers say that personalization influences their shopping decisions, and Forrester found that 77 percent of consumers have chosen, recommended or paid more for a brand that provides a…

Warby Parker's New App Lets You Skip the Eye Doctor
May 25, 2017 at 11:22 am

Warby Parker wants to get you the right prescription glasses without forcing you to get an in-person eye test. The eyeglasses retailer is now testing its new Prescription Check app that uses your phone and computer in tandem to administer a 20-minute series of eye tests, which are then reviewed by a doctor who makes the…

Website Crash Threatens lululemon’s Online Reputation
May 24, 2017 at 11:19 am

lululemon athletica's website suffered a lengthy outage on Monday and Tuesday, dealing a blow to the yoga brand’s efforts to draw more online shoppers and improve its digital performance. The company’s North American site crashed after a power failure and other problems at a server farm, according to a person familiar with the situation. The site…

Customer Feedback Informs Tuft & Needle's Decisions
May 8, 2017 at 11:15 am

In episode 91 of Total Retail Talks, Aaron Bata, head of customer experience at Tuft & Needle, a manufacturer and online retailer of mattresses, is interviewed by Total Retail's Joe Keenan on how the brand is using feedback from its customers to inform business decisions. Bata also offers his advice for other retailers that are…

Proactive Support Delivers Results for Uncommon Goods
May 1, 2017 at 10:55 am

In episode 90 of Total Retail Talks, MC Halfpenny, director of operations at Uncommon Goods, an online retailer of unique gifts and creative home decor, talks about how proactive customer support is helping the company to improve the order delivery process. Halfpenny shares details about the support process at Uncommon Goods, the business benefits it…

Sephora Doubles App Speed in International Market
April 27, 2017 at 12:45 pm

Sephora has been a pioneer in adopting new mobile technologies both online and in its stores. The Sephora app helps consumers discover new products, make purchases, gain access to the retailer's Beauty Pass rewards program, and explore relevant content about beauty trends. When Sephora decided to launch a new mobile shopping app in the Southeast…