It’s about time retailers drop the term omnichannel from their vocabulary. Creating an omnichannel experience is not even that difficult. What is much harder is giving your customers a reason to shop, a belief that you are looking out for and providing them with unique experiences that they appreciate.
Today loyalty is a fusion of emotional engagement, trust and the ability to engage, meeting or exceeding customer expectations. Brand love reinforces trust, long-term relationships and faith in the future of a brand. See how leading brands like Sephora, Nike and TOMS have created emotional bonds that drive loyalty and CLV.
Retailers lowered the bar for Christmas season fulfillment, then easily cleared it, according to Kurt Salmon. Ninety-three percent of retailers tracked were able to process and deliver customer orders by the last guaranteed delivery date. But 33% of them ditched their last order promise date as Christmas approached.
Grocery giant Kroger is adding voice ordering to its online arsenal, interestingly hitching its wagon to the Google Assistant voice app and not to Amazon’s Echo, at six of its associated brands, the company announced. See what else Kroger is up to as well as other tech skirmishes in the escalating online grocery wars.
Sixty-one percent of U.S. retailers said they would consider banning serial returners as Amazon has done to combat the growing wave brought on by over-generous policies, according to a new survey from UK ecommerce software firm Brightpearl. In the UK, 45% of retailers said they would consider doing so.
Jetblack, Walmart’s new invite-only, personalized shopping service aimed at busy moms in Manhattan and Brooklyn, allows members to get same-day orders fulfilled by texting them in, at $50 a month. It’s the latest example of the beast of Bentonville seeking to go upmarket and out-innovate main rival Amazon.