Articles by tag: customer experience

Cutting-Edge Order Fulfilment Technology to Enhance Retail Customer Experience

order fulfilment technology

Liisa Walsh, the Director of Product Management at Position Imaging showcases an innovative order fulfilment technology designed to streamline retail pickups. Dubbed “BOPIS solution,” this system integrates seamlessly with point-of-sale (POS) systems, allowing for efficient order preparation and management by staff, referred to as “kickers.” Upon completion, orders are signed into the system, scanned, […]

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Can Businesses Prevent Retail Theft Without Hurting Their Customer Experience? Here’s What’s Working.

Last year, retail theft caused businesses to lose a staggering $112.1 billion. Released by the National Retail Federation, these findings indicate a 19.4% increase compared to the previous year. From brands like H&M announcing enhanced anti-shoplifting measures to Target closing nine stores, retail theft is having serious repercussions on retailers and shoppers. Is there […]

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Community Generated Content - Lockton
The Secret Sauce to Business Success? Employee and Customer Satisfaction

Employee and customer satisfaction are critical cornerstones of a successful business model, and they form the underpinning of this enlightening conversation on Excellence Culture between Matt Brost of Lockton and John Kundmueller, President of Freedom Park. They explore the pursuit of excellence in various aspects of life, from the boardroom to the storeroom. Matt expresses […]

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Articles
Customer Experience was Changed by the Pandemic, But Technology Came in to Revitalize It

The world was forever changed by the COVID-19 pandemic, and the customer experience industry, especially in the restaurant sector, has faced unprecedented challenges and transformation. The role of technology has been amplified, not only as a survival tool during a time of social distancing and lockdowns, but also as a driving force for long-term, […]

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Articles
Exploring US Consumer Payment Trends and the Resilient Demand for Cash

The Federal Reserve System’s FedCash® Services has disclosed the findings from its 2022 research into the payment habits of US consumers, suggesting enduring trends established during the pandemic. Key findings from the survey reveal a slight decline in cash payments, accounting for 18% of all transactions. On-person cash holdings witnessed a $5 increase from 2021, […]

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Articles
SambaSafety: A Culture Committed to Customer Success and Safer Communities

SambaSafety, SambaSafety, with customer success as one of its cornerstones, is driven by a strong organizational culture that places the utmost importance on its customers. As an extension of their customers’ teams and trusted partners, SambaSafety ensures that customer experience remains at the heart of all operations. This dedication to customer care is mirrored in […]

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Podcasts
Finding the Perfect Balance of Inspiration and Ease

In this episode of Retail Refined, host Melissa Gonzalez, sits down with Richard Lems, the Director of Format and Design at Rituals Cosmetics, to discuss the concept of balancing inspiration and ease in retail. They delve into the unique experience offered by the House of Rituals in Amsterdam, exploring its vision and the ways it […]

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One-of-a-kind shopping experiences
The Resurgence of Brick-and-Mortar Stores: One-of-a-kind Shopping Experiences Are Turning Customers into Brand Ambassadors
April 24, 2024

In the convenient world of e-commerce, big box stores are seeing a resurgence. Chains like Dick’s Sporting Goods, Walmart, and Target are experimenting with one-of-a-kind shopping experiences that can turn casual shoppers into loyal fans. In a recent Experts Talk roundtable, Allen Adamson, Co-Founder at Metaforce, highlighted how one-of-a-kind shopping experiences make for exciting […]

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digital augmentations
Revolutionize Customer Engagement Through Digital Augmentations in Physical Retail
April 24, 2024

The digital transformation of retail experiences in physical stores has become crucial as big-box retailers strive to maintain their relevance and competitive edge in a digital era. These retailers are embedding interactive features and digital augmentations in their physical locations to offer unique, engaging customer experiences. This approach merges the tactile allure of in-store […]

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experiences
Enthusiastic and Trained Employees can Enhance Experiences and Drive Success in Physical Retail
April 24, 2024

In today’s retail landscape, big-box retailers are emphasizing the importance of their physical locations, even as the digital marketplace continues to expand. Stores like Dick’s Sporting Goods and Walmart are not just maintaining their brick-and-mortar presence but are actively enhancing it with features like interactive elements and new store openings. This reassertion of the […]

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The Coexistence of Big Box and Small Retail Relies on Synergistic Relationships
April 24, 2024

Despite being long time competitors, big box retailers and small local businesses can both coexist in ways that benefit the other. Of course, both retail formats are different but by maintaining their core business models, the two can bank and leverage their strengths and still be open to synergistic relationships. During an episode of […]

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Other Articles
DigiTech: Service in Review
April 18, 2023

The Service in Review video shows recorded but not pre-arranged, zoom calls directly to our customers. In these calls we asked them, “How are we doing? Their answers were as we expected, “you guys are doing great, don’t change a thing!” Give this one a watch and listen to all the things they had to […]

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One Third of Customers Will Leave a Business if They Have One Bad Experience. How Should the Smart City Expo World Congress Approach the Customer Experience?
January 20, 2023

Customer service and customer centricity are values many businesses claim to have, and for good reason—Forbes cited that one third of customers will stop buying from a brand they are loyal to if they have even one bad experience. However, it seems that companies in the Smart City Expo World Congress may be shifting […]

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Sharing Knowledge in the HVAC Industry for an Improved Customer Experience
December 28, 2022

Good communication goes a long way and can often be the backbone for providing an efficient, friendly, and improved customer experience. While strong communication is a vital area for many industries, it is the trade industry that benefits the most from soft skills. Why do these skills matter so much and how can the […]

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Becoming a Better Ally: Ensuring Diversity, Equity, and Inclusion in the Digital Space
December 15, 2022

The world of business-to-business interactions has been entirely upended in the world of Covid. Face to face connections are often not possible or even desired and it can be quite easy to fall into the trap of thinking that the bulk of our interactions can be done on Zoom or Teams or via email or […]

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Before, During, and After: How Hospitality Businesses Reacted to the Pandemic
December 26, 2021

The hospitality industry revolves around interpersonal interactions—or so it seemed. Marti Winer, Vice President of MGM Resort Events Production, spoke with Experiential Experts hosts Lorre Crisswell and Holly Zalenski about how the industry and hospitality businesses have changed since the pandemic. One significant business change is slower decision-making, partly due to the need for flexibility. […]

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When It Comes to Customer Data, What Do Restaurants Really Need to Capture?
November 10, 2021

Key Points: QSRs experienced a quick, major disruption during pandemic. Technology and data are pivotal to QSR success. Bottle Rocket helped build the Chick-Fil-A customers love today. Commentary: Host Barbara Castiglia discussed all things modern restaurant management with Peter Klayman, quick service restaurant (QSR) and practice lead at Bottle Rocket. Klayman focuses on consulting […]

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Why the Cruise Industry Requires a Unique Customer Service Model
November 9, 2021

The cruise industry was always a favorite for travelers, and it’s finally resurging after the pandemic. What does this new cruise experience look like, and what are guests now expecting? To answer this, Say Yes to Travel host Sarah Dandashy spoke with Paul Rutter. Rutter is a customer service expert, author, speaker, and spent 40 […]

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Live Streaming Has a Permanent Place in Retail. Here’s Why.
October 20, 2021

Live streaming adoption is accelerating for a host of reasons and has many applications. Retailers can take advantage of this channel to connect with consumers and sell directly to them. Talking about this emerging trend, Retail Refined host Melissa Gonzalez spoke with Kenneth Tan, Co-founder and CEO of BeLive Technology. The company offers live streaming solutions […]

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The Art of Waiting: 8-Second Surveys Capture Customer and Employee Satisfaction for Actionable, Data-Centric Decisioning
October 20, 2021

Erik Berg, VP of marketing at Nemo-Q, explained to Host Tyler Kern the benefits and ease of utilizing the 8-second survey. 8-second surveys gather data on the intended audience’s experience. It can be used to measure customer satisfaction of a product or service and even employees’ morale at the company. Why 8-seconds? Nemo-Q ran […]

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