What Shoppers Thought of the 2016 Holiday Delivery Experience

| MCM staff

How did shoppers react to their holiday delivery experience in 2016, and what were the weak and strong spots for retailers? What kind of complaints did they have, and what areas do retailers need to shore up to improve their performance in 2017? This infographic from Convey provides some insights and tips on how to improve the experience in 2017.

An Omnichannel Mixed Bag, Delivered in a Box

| Mike O'Brien

As someone who lives, eats, sleeps and often writes about omnichannel, it’s always interesting to be a participant in the “anytime, anywhere, anyhow” dynamic. See how Bob’s Stores got my experience exactly right, but fell down in terms of fulfillment efficiency.

Lessons Retail Marketers Can Learn from HBO’s “Westworld”

| Kerry Liu

Though we aren’t at a “Westworld” level of human/AI interaction yet, advanced machine learning technology is already informing and enhancing the consumer experience, especially in retail. Using technology that is already available, here are three lessons retailers can learn from the HBO hit show.

Millennial Consumers Want It All

| Kevin Flanagan

As retail continues to evolve, millennials consumers want personalized service in key buying situations, despite growing up in an increasingly technology-driven era. Here are some key insights into their preferences.

Savvy Watch Boosts Holiday Conversions with Personalized Pricing

| Mike O'Brien

Savvy Watch, an online seller of timepiece brands, saw a doubling of its average order value over Cyber Weekend with a personalized pricing tool from PriceWaiter. See what other results the company was able to achieve by pushing out custom calls to action that let shoppers name their price.

What “Pulp Fiction” Can Teach CMOs About Customer Experience

| Scott Horn

“Say digital – say it again – I dare you!” It’s not enough for businesses to simply embrace digital for customer service. To drive true digital ROI, they must deliver interactions that actually anticipate and understand customer needs. Here are some ways to go beyond just saying “digital” to creating true cross-channel engagement.

How Brands Can Build Trust with Millennials

| Tyler Douglas

Building trust with your millennial shopper is so vital in today’s retail climate. For retail marketers to be successful in reaching them, brands must present their value in an authentic way that meets millennial expectations. Here are ways to not only reach your millennial shopper but gain their trust as well.

5 Ecommerce Fulfillment Metrics All Brands Must Track

| Maria Haggerty

There are at least 5 fulfillment metrics that ecommerce brands need to track, all connected to your ability to meet customer expectations during peak season as well as the rest of the year. See how measuring performance in these key areas can help forecast your ability to operate at full capacity and improve year-round operations.

5 Holiday Tips for Consistent Omnichannel Customer Service

| Kevon Hills

This holiday season, retailers that can deliver a consistent service experience across every channel will not only strengthen customer loyalty but also ensure their business is realizing every opportunity to increase sales. Implementing these 6 tips will help ensure you can achieve these goals.