How Millennials and Gen Z Are Changing the Future of Customer Service

Customer loyalty is changing: Brands need to keep up with and exceed customer expectations more than ever, especially for younger generations. The main…

Redefining customer experience in retail

by Michael Scharff

Achieving consistently good CX requires a clear understanding of how consumers are influenced and how they prefer to engage with brands and retailers.

Amazon beating Walmart online on several fronts

October 27, 2022

Amazon is maintaining dominance in e-commerce versus Walmart with 75% of consumers buying from Amazon compared to 43% shopping on Walmart's online store site.

Inflation impacting modest income consumers, in-store shopping regains top status

October 26, 2022

Overall holiday budgets will remain the same as in 2021 but inflation will have a deeper impact on how consumers with modest incomes shop this holiday season…

US shoppers lead in-store shopping

October 26, 2022

Along with expectations around self-service, digital payment and interactive experiences, research shows that U.S. shoppers lead the world in returning to…

Holidays shoppers starting early, economy big concern

October 24, 2022

More than half of consumers, 66%, are more concerned about the economy this holiday season compared to last year, and 58% intend to start shopping before…

Retail tech not meeting shopper expectations

October 24, 2022

Consumers want self-checkout, store mapping and mobile apps, but not every retailer is delivering on consumer expectations.

Retail holiday shopping window wider than ever

October 20, 2022

The holiday shopping window is getting bigger this year as consumers are already shopping for gifts and spending more time browsing and conducting price…

Economy, finances top concerns for holiday shoppers

October 20, 2022

Nearly a third, 29%, of U.S. consumers are considering spending less this holiday season due to concerns about inflation and personal finances.

PwC leader: Why retailers must balance digital-driven experiences with human-led interaction

by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com

The PwC 2022 Customer Loyalty survey reveals just one poor interaction can prompt a customer to shop elsewhere.

Consumer spend up this Halloween

October 19, 2022

A good majority of consumers, 87%, will be spending when it comes to Halloween this year, and inflation isn't hampering consumer shopping given spend is…

Amazon robot delivery shelved over customer feedback

October 14, 2022

Poor customer feedback is prompting Amazon to cancel future development of its home delivery robot strategy after limited pilot testing.

Consumers getting price sensitive as holiday season nears

October 12, 2022

Consumers will prioritize savings and on-time shipping this holiday season and 78% plan to spend at least 10% less due to inflation compared to last year.

Shoppers tapping phones for product research

October 10, 2022

A good number, 63%, of shoppers are using a phone in-store to research a product before purchase and 36% have bought something online while in a store.

Gen Z, Millennials reducing personal spend to afford holiday purchases

October 10, 2022

Some young shoppers, specifically Gen Z and Millennials, are giving up personal expenses, such as streaming services and eating out, in order to afford holiday…

‘Skimpflation’ taking root among consumers

October 7, 2022

A hefty number of consumers, 79%, are cancelling subscriptions, choosing lower-cost providers and renegotiating contracts to combat inflation. The cutting back…

Economics not an issue for some holiday shoppers

October 6, 2022

While many consumers are worried about the economy some aren't going to cut back spending this holiday season.

Affordability big worry for UK holiday shoppers

October 5, 2022

Affordability is a top worry for holiday shoppers in the U.K. this year, with 41% stating they are not able to afford Christmas and 33% planning to spend less…

Economy, finances top concerns for holiday shoppers

October 4, 2022

Nearly a third, 29%, of U.S. consumers are thinking about spending less this holiday season and spending is expected to be on par with 2021 levels.

Inflation, interest rate spikes not slowing shopping

October 3, 2022

While consumers are still worried about inflation and interest rate hikes they haven't stopped shopping and spending, according to the National Retail…