Today on Total Retail

Video shopping has emerged as an interactive digital experience allowing shoppers to connect with knowledgeable experts in real time. However, brands seeking to capitalize on its potential are realizing that seamlessly executing video shopping poses intricate challenges. In my experience leading retail experience strategy for brands across 10 countries, I've seen firsthand the stumbling blocks…

The recently released 2023 Merchant Gift Card Omnicommerce Evaluation, Australia Edition, a comprehensive report produced by NAPCO Research in conjunction with sponsor partner Blackhawk Network, features an assessment of retailers’ e-commerce/digital, mobile, and in-store gift card offerings. The report seeks to provide an omnicommerce view into the consumer gift card purchase and recipient experience. The full report can…

Few industries have experienced the turbulence that retail has in the last few years, but fortunately the latest forecasts show signs of a rebound. This may be good news for retail leaders, but that positivity isn’t necessarily trickling down to frontline employees. In fact, a concerning trend has emerged — 40 percent of full-time retail…

For small businesses, the holidays aren’t just the most wonderful time of year, they’re the most critical for driving sales and gaining new customers. While independent shops are popular for those who want unique and meaningful gifts for their loved ones, big-box retailers look to dominate the space through advertising and can’t-miss offers. With powerful…

My grandchildren love participating in water sports at our cottage, and recently I needed to order two different parts for them to replace items that were broken on equipment they use that I’d purchased at a retail store. Since the store didn't sell parts, I called one company and was greeted by a pleasant and…

With the National Retail Federation predicting “record spending levels” for the holiday season, a lot rests on frontline workers being ready and capable to perform during the peak consumer surges. With managers tied up in scheduling, larger inventory volumes, and handling customer escalations, you need training that's consistent, engaging and effective. However, during these peak…

Staples announced Monday it had been hit by a cyber attack during the week following Thanksgiving that temporarily disrupted customer support channels and delivery systems. “Staples recently identified a cybersecurity risk [and] took proactive steps in an effort to mitigate the impact and protect customer data," the company said on its website. PC Magazine reported…

As part of its 2023 Top 100 Omnichannel Retailers report, Total Retail assessed leading retailers and brands across a host of operational criteria. One of those criteria was the ability for consumers to view in-store inventory availability and stock levels from a retailer's website and/or app. Inventory transparency is critical to not only the customer-facing…

Old Navy is facing a lawsuit in the Central District of California alleging that its artificial intelligence chatbot participates in illegal wiretapping by logging, recording and storing conversations, reports CNBC. The plaintiff’s filing argues that the chatbot “convincingly impersonates an actual human that encourages consumers to share their personal information.” In the filing, the plaintiff…

This year,  the U.S. experienced a 14 percent decrease in customer loyalty, falling from 79 percent to 68 percent. With inflation still impacting today’s consumer, businesses must become agile and shift how they reach their customers. The voice of the customer is more important than ever. One of the biggest challenges retailers face is determining…