Article
10 most read Retail Customer Experience news stories of 2018
As we welcome 2019 here's a chance to make sure you are caught up on the top news in retail customer experience over the past 12 months.
December 31, 2018 by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com
As anyone in the customer experience industry can attest, it can be tough to keep up with all the news happening in the world of retail customer experience.
So Retail Customer Experience is offering an easy way to check out the most-read news of the past year as 2019 dawns.
Here, in no particular, order is what grabbed readers' attention the most in 2018.
Consumers love self service more than associate help
If consumers have a choice they're more likely to tap self-service technology versus interacting with a retail associate, according to a SOTI survey. The data revealed 66 percent of shoppers preferred self-service and self-checkout, followed by digital kiosk/scanners coming in at a distant second.
FAO Schwarz reopens in New York
Iconic New York toy store, FAO Schwarz, is back in business with a new flagship at Rockefeller Plaza in New York City. The two-level location, offering interactive experiences and shops, aimed to offer holiday shoppers a "world of wonderment."
Teen fashion retailer heads into bankruptcy
Jewelry and accessories retailer Claire's filed for bankruptcy and announced it planned to shutter 92 stores. The Chapter 11 filing states the store closures are part of a financial and debt restructure and the company aims to keep remaining stores open. The impending store closures will take place in the U.S. and Puerto Rico.
Big retail leaders not connecting big with consumers
Walmart and Amazon are tops when it comes to retail sales but as one report noted they're not doing well when it comes to connecting with those consumers. Not at all.
Amazon Prime members get more Whole Foods Markets to access savings
Amazon expanded its Whole Foods cross-over savings to 12 more stores and all Whole Foods Market 365 locations. Prime members get an additional 10 percent off sale items and weekly deep discounts on select popular items.
Toys R Us Geoffrey finds a new gig
While Toys R Us is no longer a toy store giant, its well-known mascot, Geoffrey the Giraffe, is still going strong and not out of work. It's now a star attraction at a well-known grocery chain. No, not Whole Foods.
Pop-ups taking root as retail experience trend
Retail pop-up shops, showrooms boasting e-commerce and brick-and-mortar offerings and experiential retail experiences are top trends with retailers taking advantage to drive brand exposure, test new products and foster stronger consumer engagement.
Lowe's CEO to take page from Home Depot playbook
Newly-minted Lowe's CEO Marvin Ellison aimed to rely on his own experience attained when he served as a leader at Home Depot. One analyst, according to a news report, said Ellison will "replicate" Home Depot's strategy where he can.
Kmart sees opportunity in Toys R Us bankruptcy
As Toys R Us edged deeper into its bankruptcy process, fellow retail competitor Kmart offered to help consumers who were holding Toys R Us gift cards by accepting the cards in exchange for its FREECASH reward program.
Consumers expect 'Amazon' experience everywhere now
Consumers, especially millennials, are increasingly expecting an "Amazon-like" experience when in a retail store environment and that means retailers need to double down on an engaging, convenient shopping experience.
About Judy Mottl
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