Customer Experience Posts

Macy's CEO Points to 2 Reasons for Slowed In-Store Sales

Business Insider reported yesterday (Nov. 30) that, in light of declining same-store sales for the third straight quarter, Macy's CEO Terry Lundgren offered the following two reasons: 1. unseasonably warm weather, and 2. consumers are shifting how they make their purchases (away from physical stores).

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Google Stats Reveal Black Friday, Holiday Store Traffic Trends

Google published a super interesting infographic, identifying peak traffic time at stores on Black Friday.

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Target and Wal-Mart as E-Commerce Destinations vs. Amazon

I had an interesting discussion with my co-workers today about how we shop at big-box department stores like Target and Wal-Mart, versus how we shop online on Amazon.

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EMV: Short-Term Pain for Long-Term Gain

There seems to be a sour sentiment in the new EMV era where Americans feel it now takes longer to pay for anything, as outlined in this recent article from PCMag. Canadians went through a similar situation back in 2007 when EMV was introduced but are now enjoying the benefits of contactless credit card payment “tap-and-go” as well as NFC mobile device payments. So it was not only the reduction in credit card fraud that made EMV successful in Canada but also the speed and convenience of making payments.

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Ignoring Your Customers on Social Media? Sprout Social Pushes For Change in Etiquette

Are you actively using social media to your promote you company and brand? Just as importantly, are you actively responding to inbound social media messages?

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Coming Full Circle, Amazon Opens Physical Bookstore in Seattle

Guardian reported today that Amzaon has just opened a bookstore in Seattle's University Village stocked with 6,000 books at the same price as Amazon sells them online.

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Singapore's Postal Service to Build Mall for E-Tailers

TechCrunch reported today that Singpost, Singapore's postal service recently unveiled a concept mall (artist rendering above) that allows online retailers to sell their products in a physical space.

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High Level View of U.S. Mobile Payment Adoption

This morning, Market Platform Dynamics CEO Karen Webster posted an insightful article on Pymnts.com about the state of mobile payments in the U.S. market. She led with this month's EMV shift to chip cards, which is ushering a wave of new payment terminals in stores across the country -- many of which will enable greater acceptance of mobile payments on the merchant end.

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Uniqlo Tests Neuroscience to Match Clothing to Customer Moods

Appliance Retailer reported (Oct. 7) that Japanese clothing retailer Uniqlo is trialling neuroscience technology at its stores in Sydney's central business district, in hopes of matching outfits to customers' moods.

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PwC Predicts Omnichannel Growing Pains This Holiday Season

MarketWatch's Tonya Garcia reported (Oct. 20) that a recent NRF survey found 46.5% of consumers who buy gifts online plan to pick up purchases in-store this holiday season. Can retailers handle this kind of demand?

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Google Identifies 'Micro-Moments' Among Omnichannel Shoppers

Google's VP of Marketing, Lisa Gevelber, wrote a "Think with Google" blog post this month about how retailers must win the "micro-moments" to win omnichannel shoppers this holiday season.

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Retailers Offer Unique In-Store Experiences, Increase Sales

The Wall Street Journal published a great article yesterday (Oct. 20) about a number of major retailers hosting unique brand experiences in their stores, to bring customers in and of course to bolster sales.

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Peeking Inside Macy's 'Millennial Floor'

Last week (Sept. 28), Business Insider's Marina Nazario visited Macy's brand new, 53,000-square-foot basement in its New York City flagship store. The floor is called "One Below" and targets younger shoppers.

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