August 8, 2017 |

Solving the mystery of the non-buying consumer | RetailCustomerExperience

With retail and mall traffic down, it's more important than ever to improve conversion metrics, but find it difficult to understand why people visit a store without buying. These "store nonpurchasers" (SNPs) represent a huge chunk of traffic to a store — accounting for up to 50 percent of visitors, according to recent ForeSee research. Read More

Categories: Insights,Retail
August 7, 2017 |

Retailers face greater consequences from dissatisfied desktop customers (research) 

Attention retailers: Consumers who fail to accomplish a task when visiting a retail website on a desktop are less satisfied than those who visit from a smartphone, according to new research from ForeSee.... Read More

August 4, 2017 |

The truth about using Root Cause Analysis with Voice of Customer data

As many professionals charged with managing the customer experience at their organization will tell you, being able to effectively leverage Root Cause Analysis (RCA) can be crucial for identifying and addressing customer issues. Using RCA to look... Read More

July 27, 2017 |

Retail’s new normal: 3 trends stores must embrace to win | Forbes

You need only look at Wall Street's reaction to the nearly $14 billion acquisition of Whole Foods – or the multitude of headlines about brick-and-mortar locations doubling as distribution hubs – to see that a new normal is on the horizon for the retail industry. Retail consumers today are adapting to new shopping norms that include more choices, co-browsing (in-store while shopping on a mobile device) and higher expectations. So what are today's retail leaders doing to ensure future success? Read More

Categories: Insights,Retail
July 6, 2017 |

Amazon’s Whole Foods deal proves the ‘retail mullet’ is the future of grocery | RetailCustomerExperience

Amazon's multi-billion dollar acquisition of Whole Foods has already sent eruptions throughout the grocery industry, including a decline to stock prices for competitors. It's prompted a slew of commentary from the business media about how Amazon's plans will unfold and the broader industry impact. 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. Read More

Categories: Insights,Retail
June 28, 2017 |

Trading on trust: 3 ways retail banks can rebuild consumer trust with CX

There is a golden opportunity for banks to gain a major competitive advantage via a dedicated focus on measuring and improving the customer experience (CX). The right mix of technologies and services can help banks pinpoint and prioritize improvements to positively impact trust. Here are three such ways investments in CX can help improve trust... Read More