User Experience

As retailers prepare for the holiday rush, all focus is on speed, convenience and conversion. However, there’s another metric that deserves attention this season: inclusion. Accessibility isn’t just about compliance anymore; it’s about building loyalty, trust, and a retail experience that works for everyone. I’ve spent more than two decades helping brands, from large household…

During BFCM (Black Friday Cyber Monday) most brands focus on offering the biggest discount and driving as much traffic as possible. They blow money on promotions and ads, but waste the traffic they worked so hard to attract. The reason? Conversion leaks. The real winners optimize each part of the funnel and compound little improvements:…

Search functionality has always been central to digital commerce. For years, it functioned like a rigid index, where shoppers typed in keywords and hoped the right products appeared. Now, as consumer expectations have evolved, that passive model fell behind. Today’s shoppers expect more than functional search; instead, they want guided discovery that's tailored to their…

Today, every customer interaction online is a make-or-break moment: a smooth, intuitive digital journey builds loyalty and revenue, while a frustrating one pushes customers straight to competitors. This has made the digital experience — and IT’s role in managing it — more crucial than ever for growth. So how do retailers make sure they’re getting…

In order to focus efforts on the appropriate demographic, any successful marketing strategy must include a step to determine the target buyer. In fact, 39 percent of consumers now expect brands to speak directly to their needs. Who are shadow buyers? They're the people who browse your product, weigh their options, and help shape the…

In episode 484 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Kamanasish Kundu (KK), senior vice president and head of e-commerce and digital at Kendra Scott, a fashion lifestyle brand of big dreams, colorful confidence, and inspired design, founded on family, fashion and philanthropy. Listen in as Kundu discusses the digital checkout transformation underway at…

Let’s start with the bad news: if your website or app slows down during a sale, a product launch, or a major inflection point, consumers won’t wait. They’ll bounce. They might complain — in a DM if they like you; in public if they don’t. Even worse, they may never come back. And you may…

You've optimized your supply chain, navigated global shipping delays, curated the perfect product mix, and fine-tuned your marketing to drive traffic. Your customer has found exactly what they want, added it to their cart, and is ready to check out. Then — BAM — they hit the authentication wall. Password error. Reset email never arrives.…

If you're in retail, here’s a wake-up call you can’t afford to ignore: customer satisfaction peaks at 8 a.m. However, by 7 p.m., it’s in steep decline. Sundays, in particular, see the lowest sentiment across the board. These insights are grounded in over 57 million real-time customer feedback responses gathered globally, featured in HappyOrNot’s new…

In today’s e-commerce landscape, delivering a seamless, intuitive and high-performing digital journey is the difference between growth and stagnation. A clunky checkout, a slow mobile load time, or a confusing product filter can dramatically impact conversion rates. The path to purchase must be just as compelling, convenient and tailored as the product itself. Following e-commerce…