New Study Reveals Brands Aren’t Meeting Customer Expectations

| Daniela Forte

Consumers are giving brands a huge thumbs down when it comes to the overall shopping experience. According to a new study from Oracle and Customer Bliss, an overwhelming 82% of respondents said they had a disappointing or upsetting shopping experience, and 78% said they had been dissatisfied with a customer service experience.

DSW Looks to Expand as a Lifestyle Brand for Customers

| Mike O'Brien

DSW has been seeing success in expanding into new product lines that encompass the lifestyle of its mostly female shoppers, CEO Roger Rawlins told attendees at ShopTalk. Here is how the shoe company is creating an emotional connection with its customers.

Study Finds Disconnect Between What Retailers Offer and What Consumers Expect

| Daniela Forte

There’s a disconnect between what retailers offer customers and what they want in terms of new technologies in the shopping experience, according to a study by Oracle + Netsuite, The Retail Doctor and Wakefield Research. The global study of 1,200 consumers and 400 retail executives across the U.S., UK and Australia found the disconnect spans retail, social media, personalization and the use of advanced technologies such as chatbots, AI and VR.