User Experience

3 Ways to Increase Customer Loyalty With an Omnichannel CX Strategy
April 10, 2019 at 12:15 pm

Over the last few years, the retail industry has experienced an unprecedented transformation. Nordstrom is successfully opening inventory-free locations, Nordstrom Local, where customers can pick up online orders, make returns, have clothing altered, and view custom collections curated by Nordstrom stylists. Meanwhile, is opening stores and experimenting with the elimination of checkout lines. This…

New Study: Gap Between Consumers and Retailers Shows That Basics Matter
April 5, 2019 at 9:21 am

For the past decade, I’ve worked closely with retail organizations through a consistently changing landscape that has always been dictated by new generations of consumers. Over the years, I couldn’t help but notice that there seems to be a vast gap in perspectives between the retail executives I talk to and today’s consumer. A new…

Tackling the Website Accessibility Challenge
April 1, 2019 at 10:33 am

“Website accessibility” is a term that’s rapidly gaining buzz and sparking a lot of uncertainty and concern in the e-commerce space. Though the term simply means ensuring equal access to all content, transactions and merchandise on a website, regardless of a user’s ability, retailers are often left wondering specifically how it affects them. When the…

When Chrome Isn’t Chrome, and What it Means for Retailers
March 29, 2019 at 9:58 am

The global digital commerce market — slated to reach nearly $6 trillion by 2022 — shows no signs of slowing. This past holiday shopping season, retailers saw the strongest sales growth in the last six years, with online spending up 19.1 percent compared to 2017. While this is a massive opportunity for retailers to get a…

Beware of Visual Bugs Compromising User Experience
March 12, 2019 at 10:58 am

If you’re testing your website to make sure it works properly for visitors, you’re off to a good start. However, many companies overlook the importance of visual testing — i.e., evaluating layout, images, text, design, and other visual components. As the number of browsers, devices, operating systems and screen sizes explode, teams need to be…

Hudson's Bay Company's 4-Step Plan to Create Radical Change to CX
March 5, 2019 at 4:45 pm

In a keynote presentation yesterday at Shoptalk in Las Vegas, Helena Foulkes, CEO, Hudson's Bay Company (HBC), parent of Hudson's Bay, Lord & Taylor, and Saks Fifth Avenue, discussed how the retail organization planned to evolve from within to create radical change to the customer experience (CX) for all of its brands. Foulkes outlined four… Stops Online Journey Hijacking, Sees Sales Increase
February 26, 2019 at 1:14 pm

The appearance of unauthorized ads injected into consumer browsers that redirect website visitors to competitor products and promotions — i.e., online journey hijacking — has been an issue for many online retailers’ businesses, being no exception. The online seller of home goods was finding that 20 percent of its traffic was being exposed to an…