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Great Expectations for Even Greater Customer Experiences
June 22, 2018 at 11:37 am

Most businesses will tell you they deliver good customer service, but what do their customers think? Mitel’s Global Customer Experience Survey builds on results from a 2017 global survey of IT decision makers. When Mitel saw that 59 percent of businesses reported being more than halfway through their customer experience improvements, it wondered if its customers agreed. That question and many others were posed to a group of more than 5,000 adults in the U.S., U.K., France, Germany and Australia as part of the customer experience survey. The results present an eye-opening midterm assessment that reveals many businesses still have a long way to go toward improving the buyer’s journey.

2018 Amazon Prime Day: What to Expect
June 22, 2018 at 10:37 am

In this week's episode of Retail Right Now, Total Retail's Caitlin Sullivan and Joe Keenan discuss the upcoming shopping holiday Amazon Prime Day. Topics addressed in this video include's motivations for launching Prime Day three years ago, how the shopping holiday may change this year, and the opportunities for other retailers and brands to…

Why Location Data is a Must-Have to Win Big in Retail
June 22, 2018 at 10:20 am

Was the search campaign, the Facebook ad or the TV spot the most impactful for the sale? Identifying attribution — i.e., which piece of marketing actually helped drive customers into stores and online shopping carts — is a hugely important challenge for Fortune 100 companies and startups alike. Yet brands aren't shying away from the…

Chatbots With Personality
June 22, 2018 at 9:44 am

1966. That's the year the first “chatterbox” appeared. Fifty-two years later, chatbots are on the verge of completely changing the customer/retail shopping experience. Like site search in the 2000s, many of these emerging customer touchpoints are being automated using a combination of simple keywords and rules-based logic. On one hand, these messaging bots can streamline…

Supreme Court Rules in Favor of States in Online Sales Tax Case
June 21, 2018 at 11:25 am

Internet retailers can be required to collect sales taxes in states where they have no physical presence, the Supreme Court ruled on Thursday. Brick-and-mortar businesses have long complained that they're disadvantaged by having to charge sales taxes while many of their online competitors do not. States have said that they're missing out on tens of billions…

Amazon's Try-Before-You-Buy Prime Wardrobe Now Open to All Members
June 21, 2018 at 10:48 am

Prime Wardrobe,'s “try before you buy” shopping service, is officially out of beta and open to all Prime members in the U.S. The service has been gradually offered to more customers over the course of the year, so many Prime members may have already had access before yesterday's official unveiling. Prime Wardrobe is Amazon’s answer to…

Addressing Loss Prevention Across the Retail Ecosystem
June 21, 2018 at 9:51 am

Every year, billions of dollars and countless hours are spent by retailers, brand owners, and packaging professionals ensuring that customers have a positive experience with their brand. What happens to the customer experience when they can’t find the product they want due to theft? Nothing good. Theft is far more than a retailer issue —…

Retail Strategies: Integrated Omnichannel is the Next Step
June 21, 2018 at 9:21 am

Retail isn’t dead, it has just moved — online. It’s no secret that the proliferation of mobile has altered countless elements of consumers’ lives, including the way they shop. While the in-store experience isn't without its advantages — tactile and instant gratification, to name a few — the convenience of on-the-go browsing and in-the-moment purchasing…

The Great Divide: How Consumers vs. Retailers Perceive Loyalty Programs
June 21, 2018 at 8:58 am

Retailers have consistently relied upon loyalty programs that offer incentivizing rewards to consumers in exchange for repeat business. In fact, according to the 2017 COLLOQUY Loyalty Census, U.S. consumers hold 3.8 billion memberships in customer loyalty programs. While many retailers equate membership with loyalty, often this is a false indicator. To illustrate a more accurate…

Total Retail Launches 2018 Salary Benchmark Report
June 20, 2018 at 2:24 pm

I’m thrilled to announce that Total Retail has just released its 2018 Salary Benchmark Report, a comprehensive guide comprised of data that analyzes key statistics on retail executives’ salaries and other financial benefits, as well as their views on career growth potential. In addition to sharing the data, we identify trends to emerge from the…

Starbucks to Close 150 Stores Next Year
June 20, 2018 at 1:04 pm

Starbucks will close 150 poorly performing company-operated stores next year, about three times as many as it typically closes. The affected stores are located in mostly urban areas that are densely populated with Starbucks locations. The company told investors late Tuesday that it expects same-store sales to grow just 1 percent for the quarter that…

Understanding Consumer Attitudes Towards Personalization and Privacy
June 20, 2018 at 12:17 pm

Data privacy scandals like Cambridge Analytica have seized the public consciousness and pulled into sharp focus the need for a consent-driven approach to marketing. Consumers want personalized offers, but they also want to control their personal information. This prevailing opinion was captured in our latest survey, Privacy, Personalization, and Promotions, which polled a cross-section of…

Millennials DO Shop in Stores
June 20, 2018 at 11:52 am

Some in the retail industry believe that millennials have contributed to the decline of brick-and-mortar stores. These young digital natives are constantly tethered to devices and buy products online at the expense of physical stores, or so goes popular belief. That’s a myth, according to our recent survey of more than 1,000 U.S. consumers. We…

Truth, Trust and the Future of Commerce
June 20, 2018 at 10:48 am

This report examines how the activities traditionally associated with commerce are being disrupted and transformed by innovations that will redefine how we produce, distribute, market and consume products and services. Our analysis points to a redefinition and upgrade of commerce practices around rapid technological, operational and societal shifts that are already disrupting how we experience reality as well as what and who we trust.

E-Commerce Trends and Instant Financing
June 20, 2018 at 10:26 am

Instant financing enables online merchants to offer consumers the ability to spread payments over time with low or no APR financing offers when paying for purchases. The tactic represents an attractive alternative to credit and debit cards. How do retailers feel about this new payment method and assess its affect on their bottom lines? Elizabeth Bramlage, Klarna’s head of U.S. marketing, presents key data from a recent merchant survey the company conducted that indicates instant financing is seen to increase consumers’ buying power and reduce friction at checkout. Despite this, only 26 percent of e-commerce executives indicated they currently offer this alternative payment method. This leaves the door open for savvy online retailers to gain a competitive advantage.