User Experience

It takes months for retailers to get the right technology, processes and infrastructure in place to support the heavy workloads the holiday shopping season entails. With the busy holiday shopping season upon us, there’s an opportunity for last-minute optimizations, adjustments and considerations to help you best prepare your e-commerce site. Focus on the Basics It’s…

With holiday shopping beginning earlier each year, now is the time for brands to identify and understand their customers’ behavior online to stay competitive during the busiest time for retailers. A new study indicated that six out of 10 consumers will mainly shop online this holiday season, and more than half plan to start before…

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published by Total Retail, “How Gen Z and Millennials Are Influencing the Future of Shopping,” authored by Lisa Kalscheur, chief marketing officer at Kibo. The article draws on a recent survey of Gen Z and millennial consumers to…

Black Friday 2020 broke records, representing the second biggest e-commerce spending day in U.S. history. With 2021 likely to offer more of the same, competition for wallet-share has never been higher and the margin for customer experience (CX) errors never thinner. Retailers looking to gain an edge should focus on how they can upgrade their…

Online retail is on a steady climb as consumers shift to digital channels for the convenience of using any device, anywhere, at any time to complete purchases. According to eMarketer, worldwide retail e-commerce sales are growing from $4.28 trillion in 2020 to $6.39 trillion in 2024, which is forecasted to correspond to 21.8 percent of total…

In the past year, retailers have quickly ramped up their e-commerce offerings, but they still have a blind spot: when shoppers stumble on obstacles along the path to purchase, they’re unlikely to ask for help. As a result, sellers are losing out on big opportunities. That’s the surprising truth revealed by new consumer research from digital experience…

There's no doubt that consumers are changing the way they spend, but how much of the change is permanent? Much has impacted established retailers and consumer product companies, from massive societal shifts and cultural change to marketplace disruption and accelerations in direct-to-consumer (D-to-C) models. As businesses emerge from one of the most sustained periods of…

The omnichannel approach to customer experience (CX) has become an essential investment among companies focused on maintaining a strong brand reputation. It means providing a unified experience through all channels and platforms that consumers use to interact with the brands they shop. In other words, it’s become more important than ever to communicate the same messages across all channels in which customers choose to engage.…

Smart retailers start planning for their winter holiday shopping season during the summer to ensure the best outcomes for positive customer experiences and revenue growth. Gifting and e-commerce operations should be critical to those plans, but don’t often get the attention they deserve. A thorough assessment of a retailer’s gifting capabilities can help ensure a…

We’re now well into 2021, and we can say with certainty that retail’s rebound is legitimate. By continuing to invest heavily in in-location experiences, retailers have bounced back admirably from unprecedented adversity. As of early June, the National Retail Federation (NRF) forecasts retail sales to continue growing between 10.5 percent and 13.5 percent throughout the remainder…