User Experience

Why So Many Retail Apps Fail 
November 8, 2016 at 8:00 am

Technology has impacted nearly every aspect of a shopper’s daily life, and retail is no exception. Smartphones have changed the way people shop, empowering consumers to research products, look for discounts and interact with retailers at their convenience without ever setting foot in a store. Some shoppers even brazenly use competitor apps while in-store. As mobile…

Anchors Up: Why the Exit of Legacy Retail Tenants is Actually Good for Malls
November 7, 2016 at 11:45 am

Every month another major retailer closes stores in the shopping malls we grew up going to. The ease of digital search paired with the advantages of e-commerce (lower overhead, decreased inventory commitments) is giving retailers pause. The development of a truly omnichannel shopping experience, where the path to purchase is more fluid than linear, hammers…

Don’t Make These Mistakes With Your Loyalty Program During the Holidays
November 7, 2016 at 8:00 am

As the holiday season heats up competition among retailers, it’s tempting to entice shoppers with discounts and deals. However, with so many companies seeking the same ends, marketers must work to drive customer loyalty through engagement and experience. Smart marketers use loyalty programs not just as discount hubs, but as long-term opportunities to communicate with shoppers and…

Redefining Customer Service Through Trust and Rapport
October 26, 2016 at 9:21 am

For better or worse, e-commerce has truly transformed the traditional shopping experience at brick-and-mortar retail locations. Customers visiting a physical store have greater expectations for a product to be in stock and priced competitively with similar retailers or online shopping outlets such as Amazon.com. They expect stellar customer service, because it would be even easier, if not more convenient,…

Personalization Key to BuySeasons’ Halloween Success
October 18, 2016 at 12:55 pm

The busy holiday season is almost over for BuySeasons, Inc., the parent company to two costume brands, BuyCostumes.com and CostumeExpress.com. That's because its holiday season is the months of September and October, when the online retailer with a product catalog of more than 1 million customizable costume and accessory combinations does 75 percent of its…

3 Omnichannel Tips to Optimize Holiday Revenues
October 18, 2016 at 11:52 am

Retailers should waste no time in preparing for this year’s holiday shopping season. Before you know it, consumers will begin searching for the fastest, most convenient way to snag every last item on their holiday wish list. From an e-commerce website to traditional brick-and-mortar stores, offering more than one purchasing channel is an important first step, but it may not be enough to stand out from the competition. By implementing an omnichannel strategy that enables data…

6 Things Retailers Must Do to Thrive in the New Digital World 
October 18, 2016 at 9:25 am

A perfect storm of demographics, economics and technology is taking direct aim at the retail industry. Demographically, millennials have become the largest consumer group. And this group has expectations and habits that retailers must accommodate. Along with this demographic change, the physical economy of retail is quickly shifting. Clearly, the brick-and-mortar store isn't dead. In fact, McKinsey…

Behind the Shopping Scenes: Peek Into the Data on Customer Behavior
October 14, 2016 at 8:44 am

Over the past two years, we've examined the activity of hundreds of millions of global shoppers to identify trends and measure the pace of change in digital commerce. Using this data, we produce a quarterly shopping index that describes consumer engagement with retailers. The most striking feature of the data — beyond digital commerce's continued growth — is…