Customer Experience Posts

Chatbots In An Omnichannel World

Is the next step in engaging customers chatting with robots? More companies are betting that this is the way we are going. Chatbots, or chatterbots, are a computer program that conduct a conversation, whether an audible one or via a texting platform.

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A Clash In Expectations & Retail Reality

I was out indulging in some retail therapy and came across a very common disconnect consumers are facing today – a mismatch between expectations and experience.


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10 Strategies Key Retail Players are Digging Right Now

We recently teamed up with RIS to sponsor the 26th Annual Retail Technology Study and while we don't mean to toot our own horns, there are some pretty neat findings in all of this data. This year's study was conducted in January and February and is based on input from over 100 respondents from national or large regional retail chains. We've gone through the study with a fine-tooth comb and decided to break it down into a bite-sized list covering key elements and discoveries in the study. 

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Convert Endangered Customers to Loyal Customers

As the world of omnichannel retail closes in on us, a large focus has been around the technology behind retail transactions -- technology to ensure seamless integration across all touchpoints, technology to enable multi-channel options, technology to offer today's empowered shoppers infinite choice while saving them time, money and hassle.

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Making Omnichannel Work: Unifying product, pricing and inventory information

Omnichannel retail is no longer a prediction; it's a foregone conclusion. Shoppers are demanding cross-channel conveniences and retailers are gearing up and reorganizing to meet the challenge.

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Luxury Service Requires Technology

Luxury service has been associated with a high degree of human touch for a long time. And rightfully so. Who better to take care of your evening plans in a new city than an experienced concierge at a luxury hotel?

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Refund Reality: How to Turn Returns Into Opportunities

A great customer education and engagement strategy will help your business immeasurably. Alas, refunds are an inescapable reality in the retail world, especially after the holidays are over.

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Will Retailers Be Able To Eliminate Checkout Lanes For Good?

The checkout process, the final stage of the in-store experience, can completely affect whether a consumer walks away satisfied and plans on returning or if a poor experience causes them to lean in another direction. Simply put, the retail checkout process cannot be fast enough for consumers today.

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How to Expand Your Sales Channel With Endless Aisle

It’s no secret demand for headphones and other high-end technologies is growing. Last year, Futuresource forecasted worldwide shipment of headphones would grow to 381 million units. The headphone market alone will generate 10.7 billion dollars annually by 2019. That’s just headphones, this study doesn’t include other high-end accessories. Realistically, the potential is endless but unfortunately, shelf space is not.

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The Changing Retail Experience: 3 Things Your Customers Want

While the so-called decline of the bricks-and-mortar store has been touted within circles for years; e-commerce giant, Amazon, has just opened its first physical store. As online and physical stores merge, the introduction of omnichannel retail solutions becomes crucial for physical retailers to create a seamless experience for the consumer.

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The Changing Omnichannel Shopper

The entire retail industry is more than informed on the fact that their consumers and their respective consumer habits are changing. New shopping patterns have been evolving for the past 20 years as e-commerce has consistently accounted for more and more retail sales. In more recent years, m-commerce and ‘online in-store’ channels have become more and more prevalent as retailers strive to complete the sale at every possible touchpoint. 

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Revenge of the Online Shoppers: Combatting High Post-Holiday Returns

As technology changes, so do the ways we interact with the world around us.

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One Retailer's Competitive Advantage (Hint: Brand Ambassadors)

 

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