Forget about the “new normal”: Design something different
Five principles of service design, adapted for the COVID-19 era.
What COVID-19 is revealing about your customers and employees
Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.June 29, 2020 by Thomas A. Stewart and Patricia O’ConnellRelated tags: coronavirus, COVID-19, customer experience, customer service, digital, retail trends, salesEmbracing the impersonal approach to customer service
Businesses should consider the pros and cons of adopting digital customer service systems.June 18, 2020 by Matt PalmquistRelated tags: consumer insights, consumer trends, customer experience, customer service, retail trendsThe three Ts of handling consumer data
Customers give personal information to companies that are careful about trust, transparency, and the type of data they request.January 23, 2020 by Matt PalmquistRelated tags: consumer insights, consumer trends, cybersecurity, data, preventing identity theft, retail trendsInnovating in traditional retail markets
How Bhaskar Bhat turned an Indian watchmaking startup into a lifestyle giant.January 22, 2020 by Suvarchala NarayananRelated tags: india, Inside the Mind of the CEO, leadership, manufacturing, retail trends, transformationSo you think you know your customers?
Gathering different sorts of data can yield surprising insights and drive more effective decision making.May 28, 2019 by Megan HigginsRelated tags: consumer insights, consumers, consumer trends, data, data analytics, retail trends, storesROX is the new ROI: Prioritizing customer experience
Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.January 30, 2019 by John MaxwellRelated tags: consumer insights, consumers, consumer trends, customer experience, experiences matter, networks, retail trends, strategyDigital native retailers are giving physical stores a radical makeover
Online brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.January 18, 2019 by Flavio Palaci, Ramy Sedra, and Anand RaoRelated tags: consumer insights, consumers, consumer trends, customer experience, data, experiences matter, retailing, retail trendsThe Jolly and Folly of Holiday Decor for Retailers
Christmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.December 21, 2018 by Matt PalmquistConvenience Is Key in Last-Mile Delivery around the World
Getting consumers their packages when and where they want them in a cost-effective way is a global need, but shipping solutions vary by region.November 26, 2018 by Dominik Baumeister, Peter Kauschke, and Andrew TippingRelated tags: consumer insights, consumer packaged goods, delivery, global perspective, retailing, retail trends, transportationShopping by Voice a Hard Sell for Consumers
People are using virtual assistants such as Siri and Alexa to do a lot of things, but making purchases isn’t really one of them. What will it take to make voice commerce take off?June 25, 2018 by Denise DahlhoffRelated tags: consumer insights, consumers, consumer trends, customer experience, retailing, retail trends, technologyToday’s Retail Needs Both Tech and the Human Touch
Digital tools can enhance the customer experience, but won’t replace people.May 17, 2018 by Steve Barr and Ellen DavisRelated tags: analytics, consumer insights, customer experience, digital retail, e-commerce, new technologies, retail trendsCompeting for Shoppers’ Habits
PwC’s seventh annual global survey of consumers suggests that the next major retail industry battle will be over control of everyday routines.April 10, 2018 by John Maxwell, Denise Dahlhoff, and Claire-Louise MooreThe legacy of IKEA founder Ingvar Kamprad
He understood that everything a company sells — and everything its customers do — should contribute to the experience.February 12, 2018 by Thomas A. Stewart and Patricia O’ConnellRewards Cards Test the Limits of Customer Loyalty
How I liberated myself from points and why it matters to your company.January 25, 2018 by Eric J. McNultyRelated tags: airline industry, big data, brand, consumers, consumer trends, digital marketing, marketing strategies, retail trendsA Guide to This Season’s Consumers
In a complicated retail landscape, it is critical for retailers to understand what shoppers are thinking.December 20, 2017 by Michelle GerdesUniqlo Addresses Retail Woes with High-Tech Vending Machines
A small but growing number of retailers and restaurants are experimenting with selling their wares through unstaffed kiosks, often linked to apps and e-payment systems.August 15, 2017 by Michelle GerdesRelated tags: brand, consumer trends, digital retail, economy, innovation, retail trends, technologySummer Reading: 10 Business Books – in Pictures
A selection of books perfect for your commute — or the beach.July 25, 2017Speed Meets Variety in Amazon’s Deal for Whole Foods
The $13.7 billion agreement may help both retailers overcome some of their biggest hurdles.June 16, 2017 by Michelle GerdesRelated tags: brand, consumer packaged goods, consumers, consumer trends, deals, retail trends, strategy, technologyWhere Have All the Shop Clerks Gone?
Forget your worries about the factory floor. Machines are already decimating retail jobs.April 12, 2017 by Daniel GrossWhy augmented reality will be the next revolution in retail
The Pokémon Go craze may have faded, but it provides clues for retailers using technology to engage consumers.February 27, 2017 by Kamil Klamann and Sekoul KrastevRelated tags: analytics, brand, digital marketing, digital retail, digitization, e-commerce, gaming, marketing, retailing, retail trendsHow Smartphone Apps Influence the Way We Shop
Consumers who use mobile apps tend to make more-frequent purchases, spend less per transaction, and return items more often than those who don’t.January 19, 2017 by Matt PalmquistRelated tags: consumers, digital retail, marketing, mobile technology, recent research, retail trends, sales, technologyIt Pays to Get to Know Your Superconsumers
Beyond revenue, customers who are obsessed with a product don’t just provide valuable insight but are a conduit to new markets.January 11, 2017 by Catharine P. TaylorThe Myth of the Coveted Loyal Shopper
When it comes to consumer goods, infrequent purchasers, not faithful customers, seem to drive market-share growth.December 8, 2016 by Matt PalmquistA Renaissance in Marketing?
Technology and advanced analytics are breathing new life into an industry that had grown tired.November 15, 2016 by David MeerRelated tags: advertising, analytics, brand, cmo, data analytics, digital retail, marketing, retail trends, social media
All articles tagged: retail trends
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