Seamless Cross-Channel Sales: Knowing Customers at Every Touchpoint

The first step in creating a compelling retail multichannel experience is to truly know your customer.

Type: White Paper

Sponsor: Pitney Bowes




Shake Shack Overview

The Shake Shack iPhone app, featuring online ordering, was realized through a partnership of best-in-class technology providers and UX specialists.

Type: Case Study

Sponsor: Fuzz Productions




The Convergence of the Connected Consumer and Omni-channel Retailing

The proliferation of smartphones and tablets means consumers are more connected than ever. Learn how to take advantage of new technologies to increase ROI.

Type: Guide

Sponsor: Frank Mayer and Associates, Inc.


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FEATURES


Shoppers moving to mobile: Where retailers fall short with m-commerce experiences

Dan Carney, senior vice president of operations at Limelight Networks, explains how mobile devices are having broad implications across the retail landscape, specifically when it comes to consumer expectations of the online experience.

How to avoid the traps in customer experience measurement

Victoria Bough, general manager for Customer Experience Solutions at Periscope By McKinsey, explores the key steps and traps to avoid in transforming a middling approach to customer experience measurement into one that delivers impact and creates value.

To compete with Amazon, retailers must focus on mobile experience

The beverage alcohol industry in particular might fall victim to Amazon's takeover of Whole Foods.

Why you need to put yourself in your customers’ shoes…or pants…or jackets

Denise DeSisto, VP, marketing automation and product innovation at Customer Portfolios, says every retailer's goal must be to keep customers at the center of a brand's marketing strategy. It means providing an experience boasting relevant content, product recommendations and targeted offers at the appropriate time throughout the consumer lifecycle.

How to clean your dirty data and why quantity isn't a substitute for quality

Gil Larsen, VP, Americas at Blis, explains why in the geolocation business, accuracy is paramount. As he shares, it's all too easy to fuel an otherwise perfect campaign with dirty data, rendering it null and void, or pinpoint an individual to within five meters of their location, only to find you targeted the wrong person.

Neiman Marcus, HMSHost, b8ta talk designing the retail digital store

Digital chiefs from legacy and new brands share insight, advice, tips and strategy when it comes to designing the store with digital in mind.

Webinar: How to tap mobile, personalization to drive a seamless customer journey

A one-hour free webinar on July 27, hosted by Adobe, will offer actionable insights and tips for retailers striving to craft a successful customer journey.

Amazon's Whole Foods deal proves the 'retail mullet' is the future of grocery

ForeSee's Eric Feinberg provides his take on Amazon's multi-billion dollar acquisition of Whole Foods. As he writes, surprisingly not much has been said about the real logic behind the deal, which has far more to do with Amazon expanding into an area it knows it can win, and far less to do with battling rivals such as Walmart.

Why we need to talk about the retail evolution, not the retail apocalypse

In the end, the retail evolution is all about the customer. Being tech-savvy, shoppers want their shopping experience to reflect their daily life: a mix of online and offline. It is up to the retailers and brands to build a great customer experience, to satisfy their connected shoppers, and increase their foot traffic and ROI.

Verizon: Retail customer experience is all about the human conversation

Verizon's VP of Digital and Innovation Miguel Quiroga talks customer experience strategy, new tool innovation and why digital tech is not only changing business and customer experience, but changing how retailers and customers communicate.

Talking With: The White Company and its retail customer experience strategy

The well-known British-based lifestyle/fashion/homeware retailer opened its first New York City store this month, bringing its successful customer experience strategy abroad for the first time. Retail Director Steve Morris shares the retailer's approach to CX and why it's all about a customer-first culture.

Webinar resource: Eliminating islands of technology to craft the seamless customer experience

A valuable resource, a free webinar featuring an Intel expert and Forrester Research analyst, is available to RetailCustomerExperience readers striving to craft the seamless customer experience.

Why mobile is playing a starring role in creating a seamless customer experience

Every retailer and restaurant is going mobile or has gone mobile but a successful strategy to meld it with the physical customer experience takes work. Lots of work.

Amazon's Whole Foods Market acquisition points to a changing role for physical stores; millennials hold the key

Amazon's acquisition of Whole Foods Market is yet another sign – the biggest to date – that retail is being redefined by multiple shopping channels.

Millennials weigh in on how they shop

Attendees at the Interactive Customer Experience Summit in Dallas took advantage of a chance to find out first hand during a panel featuring seven millennial shoppers.

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Today's customer doesn't just shop in one place, nor in just one fashion. Retailers need to reach their customers across many channels — in the store, through the mail, and online — in order to thrive.

NEWS