US retailers struggling to meet consumer expectations around mobile, in-store experience

Only 42 percent of shoppers found it easy to complete a purchase using a mobile device, and when asked which aspect of the shopping experience is most in need of an upgrade, 39 percent ranked the physical store first.

FEATURES


Retail of the future: Five insights from SXSW Interactive

In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.

Starbucks suspends 'Race Together' campaign amid criticism

Hoping to encourage a dialogue around race-related issues, the Seattle-based coffee giant devised the now partially dismantled "Race Together" campaign where baristas write the slogan on Starbucks coffee cups, and engage select customers in a conversation on race.

Introducing the 2015 Retail Customer Experience Top 100

Our readers have ranked the top retailers in four categories, with one clear winner coming out on top.

Your employees are your brand

There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.

The two types of retail leaders

What did your employees personally focus on yesterday to accelerate sales growth? Does each employee know what his or her next level of performance is?

From stock options to oranges: Whole Foods Rewards is a natural for growth

Whole Foods is enjoying the fruits of its marketing labor these days, but its long-term success may rely more on its affinity for workers than affinity with shoppers.

Playing the JCPenney blame game

No, it's not a new promotion, but the latest excuse for holiday losses.

The ROI of social engagement

Current social media trends put the focus on context.

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.

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NEWS


PetSmart and Amazon.com earn top customer experience ratings

PetSmart and Amazon.com deliver the best customer experience in the retail industry, according to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Study says online shoppers want more flexibility

Online shoppers around the world want the ability to search and shop on multiple channels and devices, expect to see alternate delivery and payment options, and when it comes to shipping and returns, "free" is a driving factor to complete the sale.

Report says retailers didn't get much love on Valentine's Day

According to the report, traffic declined year-over-year due to harsh weather across much of the country, and storefront conversion was negatively impacted by a less promotional environment.

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.

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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.