The ROI of social engagement

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Current social media trends put the focus on context.

FEATURES


Why the empowered customer is good for retail

While the Internet trained consumers to be extreme deal-seekers, the mobile revolution is empowering them to be extreme convenience-seekers.

Customer service strategy: Deliver value with time

Your customers want you to know this: "Value my time and you value me." It's part of delivering amazing service.

Paul Price to keynote Interactive Customer Experience Summit

Paul Price, CEO of marketing technology company Creative Realities, will offer ICX Summit attendees his expert insights and real-world examples for putting the 'wow factor' into the customer experience.

The rise of social selling in 2015

Early attempts by brands to gain followers and fans on social media are now giving way to more sophisticated efforts to leverage the power of social influence to convert sales.

Why customer service and branding are the same thing

If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.

Three micro-trends of the retail customer experience

There are several ways the retail customer experience is actually becoming smaller, and it seems to be a good thing for sales and customers.

Commentary: The tech and features that shoppers want

A new large-scale shopper survey sheds light on consumers who mix online and in-store shopping in whatever way is most convenient for them.

Five ways to lose a customer

Customer service doesn't have to be terrible to drive shoppers away. Indifference and lukewarm attitudes are bad enough.

Five e-commerce revenue leaks you need to plug

The holy grail of 1-to-1 personalization presents a challenge that 55 percent of online retailers haven't even begun to address, although several key elements are easy to implement today.

Why merchants should adopt a mobile wallet strategy

Michelle Evans, senior consumer finance analyst at Euromonitor International, states her case for why retailers need to have a way to reach consumers anytime and anywhere.

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NEWS


Four in 10 shoppers are using their mobile phones while shopping inside a store to compare prices

Market research firm GfK asked mobile phone users in 23 countries what activities they regularly do on their mobile phones while they are inside a store.

Data security, omnichannel initiatives top retail CIOs' priority lists

With recent high-profile data breaches and the growing need to deliver a unified and differentiated customer experience, retail CIOs agree that security and digital innovation are top priorities for 2015.

Americans planning to save, not splurge, with tax refunds this year

Consumers have a plan for how they will use their refunds: 39.1 percent will pay down debt and 25.1 percent plan to use it for daily expenses.

Retail customer satisfaction is down for the first time in four years

Online retail makes sole gain; supermarkets and drug stores lose ground.

Report sees growth in multichannel grocery shopping

Multichannel grocery shopping is surging across the globe, with the birth of a new child being a primary driver of an increased propensity to buy online, according to the findings.

Consumer expectations of retailers growing fast, says new engagement index

J. Crew, Nike, Marshall’s and TJ Maxx, Walmart, Home Depot, Whole Foods, Amazon.com, Costco, and Dick’s all captured engagement leadership positions in a challenging retail environment where consumer expectations have increased nearly 23 percent over 2014, according to the Brand Keys 2015 Customer Loyalty Engagement Index.

NRF forecasts retail sales to increase 4.1 percent over last year

The 4.1 percent increase would mark the biggest annual growth since 2011 when retail sales for the year increased 5.1 percent.

Consumer spending on home fashions, appliances rose for two years

Consumers spent more than $47 billion on small appliances, non-electric housewares products and home fashions in 2014, according to The NPD Group.

Mobile still tops retailers' priority lists

A new report finds mobile as a percentage of online sales increased 50 percent in 2014.

Survey says physical stores still preferred over online

According to the survey, only 27 percent of U.S. consumers say they shop online weekly.

Nearly two-thirds of American shoppers don't trust retailers to protect their data

A new survey finds considerable concern for the security of credit card and personal information not only online, but also in brick-and-mortar stores themselves.

Rakuten survey says men will spend more than women on Valentine's Day

American men will spend more on Valentine's Day than women, with men spending an average of $104, compared to $45 by women.

Report: Mobile accounts for 25 percent of online transactions in Q4 2014

The holiday shopping season accounted for the majority of such transactions.

US convenience stores continue retail channel growth

The U.S. convenience store count increased to 152,794 stores as of Dec. 31, 2014, a nearly 1-percent increase from the year prior, according to the 2015 NACS/Nielsen Convenience Industry Store Count.

Survey says: Nordstrom is consumers' favorite fashion retailer

The study also revealed that Foot Locker is consumers' favorite shoe retailer, followed by Skechers, Nike, DSW and Famous Footwear.

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Shopping is about more than just buying things. It's a complex relationship between buyer and seller, one that impacts the shopper on a psychological level. Understanding the mental processes behind customer behavior will give you a better chance of successfully reaching those customers.