Free Download: New Retail Market Research by Industry

Posted by December 17, 2014 by Nanette BrownComments

How much do you really know about your customers? Are they loyal to your brand, or are they regularly "cheating" with your competitors? The only way to find out is to ask.

That’s why we polled our panel of more than 55,000 everyday shoppers about their shopping behaviors and preferences in women's apparel stores, electronics retailers, casual and fast food restaurant chains, and home and office retailers to create this in-depth Restaurant and Retail Market Research Report.

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What Your Customers Really See: Mystery Shopping Explained

Posted by December 10, 2014 by David RichComments

Wouldn’t it be great if you could saunter into one of your stores undercover and have the same shopping experience your customers do?

You could see how helpful your associates really are, find out how you’re losing customers, and experience – firsthand – where you’re falling down on the job. But even if you do visit your stores anonymously, you’re only one person; you won’t be able to recreate the range of experiences your customers have.

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Topics: Mystery Shopping

Will Less Social Media Improve Your Retail Brand Strategy?

Posted by December 5, 2014 by Kevin LeiferComments

Recently, most advice about improving retail brand strategy has centered on expanding – more channels, more engagement, more programs, more rewards. 

But before you try to make your company a “Jack of all trades,” remember that the second part of that phrase is “master of none.” Even for the largest chain, more isn’t always better – and that’s especially true of social media. 

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Topics: Omnichannel, Brand Experience

Are You Measuring Customer Satisfaction Wrong?

Posted by December 3, 2014 by Nanette BrownComments

 

Have you bought and paid for a skewed perspective of customer satisfaction with your brand? If you’re trusting data that says your customers are “satisfied” but doesn’t dig any deeper, you might be!

Shoppers who are moderately pleased with their experiences in your stores won’t necessarily show the kind of loyalty you want to earn from them.

So how can you overcome your internal bias and accurately measure customer satisfaction?

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Topics: Customer Satisfaction

3 Vital Holiday Retail Lessons from Last Season

Posted by November 26, 2014 by Kevin LeiferComments

The 2013 holiday season ended not with a bang, but a whimper. As Bloomberg reported, retailers saw a 2.4% sales growth for the entire season, which was the smallest increase since 2009. In-store traffic in the week prior to December 22nd sank by 22%, and shipping problems plagued online retailers.

However, if you’re looking for a silver lining, last year's disappointing holiday season taught retailers 3 key lessons that will affect holiday retail strategy this year.

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Topics: Customer Satisfaction

What Does Showrooming Mean?

Posted by November 24, 2014 by David RichComments

In the past few years, showrooming has been all over the retail news. At first, the practice was seen as a retail store’s worst nightmare, to be fought tooth and nail – but things are starting to change. 

Before you have another tense meeting with your leadership team or pour resources into fighting showrooming (which is especially common during the holidays), spend some time trying to understand the "problem."

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Topics: Customer Experience

5 Strategies to Ramp Up Customer Engagement for the Holidays

Posted by November 21, 2014 by Nanette BrownComments

Engaging holiday shoppers is critical for boosting end-of-the-year sales and increasing customer loyalty. Here are 5 ways you can ramp up customer engagement this holiday season:

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Topics: Customer Experience

Is Customer Experience More Important to Shoppers Than Price?

Posted by November 19, 2014 by Kevin LeiferComments

Sure, a retailer’s success depends on lots of things. Customer service, pricing, store presentation, and great discounts and offers are each important – but studies suggest that no single element of your brand’s performance is as significant as a shopper’s perception of the customer experience as a whole. 

Forrester Research conducted a five-year Customer Experience Index study, which found that customer experience is the single strongest factor in consumer loyalty. Based on their research, Forrester goes so far as to state that nothing else your business does matters as much as the customer experience

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Topics: Customer Experience

Crafting a Killer Holiday Omnichannel Strategy

Posted by November 13, 2014 by David RichComments

In the world of modern retailing, an omnichannel strategy is vital to staying competitive and building loyalty with your customers.

It’s even more important to have a solid strategy for connecting with your customers during the holidays, when your potential to make or lose sales is at its peak.

Just as the holidays are your busiest time, this season is the peak purchasing period for the average consumer, when their attention is more fragmented. 

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Topics: Customer Experience, Blog

Don’t Lose Your Brand Experience in the Holiday Rush

Posted by November 11, 2014 by Nanette BrownComments

As we’ve said before, consistency is the most important factor in designing a brand experience that generates customer loyalty.

The problem is that consistency is difficult to maintain during the holiday rush, but that’s no reason to let your brand slip. In fact, the holidays are the best time to prove that you’re committed to a great brand experience, as large numbers of both new and returning shoppers flood your stores.

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Topics: Brand Experience