Retailers are striving to meet consumers on any and all touch points they may be using to shop.
Although Hudson’s Bay Company (HBC) has acquired millions of subscribers to print circulars across its stable of department store brands in the U.S. and Canada, the retailer wanted to further enrich the customer experience.
To address this goal, while making the cross-channel shopping experience more seamless, HBC has implemented Pounce, a mobile app that enables consumers to scan and buy products through their mobile devices. Pounce is available to iOS device users who shop in HBC stores in Canada, and Lord & Taylor locations in the U.S.
Continue reading “Hudson’s Bay, Lord & Taylor Bring Print Ads To Life With Pounce”
The holiday season is an opportune time for retailers to implement cutting-edge promotion and pricing strategies to win consumer attention and dollars. During the 2013 holiday season, the results were a mixed bag.
During the webinar, titled: Retail’s 2013 Holiday Winners And Losers: What Worked, What Didn’t, Nick Desbarats, Director of Insights and Analytics at 360pi and Deborah Weinswig, Chief Customer Officer of Profitect, spotlighted holiday spending trends and retail results. Specifically, Desbarats and Weinswig honed in on how pricing strategies influenced overall sales between November and January 2013.
Continue reading “Did Retail Pricing Strategies Help Or Hurt Holiday Results?”
A tough economy and mounting competition are encouraging merchants to rethink the way they engage and sell to consumers. As shoppers become more connected and empowered, businesses — especially quick-serve restaurants — need to ensure customers have a great experience, every time.
Dairy Queen has created a more enjoyable and consistent customer service using a combination of the SurePOS 500 Series from Toshiba and POS technology from POSitouch.
Continue reading “Dairy Queen Drives Customer Loyalty With Toshiba POS Solutions”
Paytronix Systems, a provider of loyalty, gift, comp and email solutions for restaurants, has hired Jim Thiele as Director of Business Development, a new title within the organization.
In his position, Thiele will tap his previous knowledge and experience to boost sales for Paytronix, while also managing sales relationships in the southeast area of the U.S.
Prior to joining Paytronix, Thiele was a National Sales Director for Tillster, a customer engagement and digital ordering program provider for quick-serve and casual dining businesses. Thiele also has worked for companies such as Panasonic USA and NCR.
Continue reading “Paytronix Hires New Business Development Director”
Before shoppers make a final purchase decision online, many refer to peer reviews to ensure their product of choice has glowing reviews. However, if a shopper is already in a store and has narrowed down their selection to a few items, gathering an outside opinion may be difficult.
DownEast, a women’s apparel retailer, is helping brick-and-mortar shoppers facing this challenge by implementing the “Shopping Decisions App,” developed by ThisThat.
The app is designed to help shoppers make smarter and more confident shopping decisions by engaging their friends for instant advice on potential purchases. Specifically, shoppers can use the app to send photos of DownEast products to friends, who can then vote and comment on which products they like best. Shoppers can request advice via social networks such as Facebook, Instagram and Twitter, or through other means such as text messaging, email or app-to-app.
DownTown East partnered with ThisThat to discover how new technologies and social media can converge to “improve the shopping experience and improve sales in store locations,” said Klane Murphy, CEO at DownEast. The retailer tested the app in 10 stores, promoting the technology by strategically placing decals on dressing rooms and jewelry display mirrors. The yellow, circular decals are emblazoned with the slogan: “Can’t Decide? Ask your friends for advice and get special rewards.”
Continue reading “DownEast Implements ThisThat To Guide In-Store Buying Decisions”
The journey between casual browser to loyal customer involves numerous touchpoints. Marketers need to not only ensure that each step involves delivering personal and relevant communications, but that they are collecting valuable data and tracking their own results closely and making adjustments along the way. Today these results need to include customer engagement levels as well as revenue. With increased pressure on marketers to deliver more individualized messages to more people via more channels than ever, some may struggle with how to monitor and report on these results effectively and efficiently.
Continue reading “Measuring Engagement and Revenue throughout the Customer Lifecycle”
Malfunctioning technology, brown water, poisoned dogs and sub-par hotels got more attention during the 2014 Winter Olympics than figure skating, downhill skiing, ice hockey and snowboarding. This probably doesn’t come as a surprise to most people. We love to dish on negative news, and social media has allowed us to spread the cheer instantaneously.
Case in point: the parody Twitter account @SochiProblems — created to document the difficult living situations in the Sochi Olympic Village — had 70,000 more followers than the official @Sochi2014 Olympic Twitter account.
Lesson learned? Businesses can turn rotten water into a golden river by tapping into the attraction of controversy and negativity. Many forward-thinking retailers already are ahead of the game when it comes to addressing bad reviews or complaints head-on, rather than head-in-the-sand.
“It’s important for business owners to join the conversation with their customers by responding — diplomatically of course — to their reviews,” said Darnell Holloway, Senior Manager of Local Business Outreach at Yelp, in a Q&A with Retail TouchPoints.
Continue reading “The Gold Medal Winner Is: Negative Publicity”
Stein Mart, a national women and men’s fashion retailer, announced it will be opening 10 new stores throughout 2014, making it the company’s largest store expansion since 2007. The announcement comes shortly after Stein Mart released its fiscal 2013 results, highlighting a 3.7% increase of same-store sales.
Three of the 10 new store locations announced with opening dates include:
- Las Vegas, Nevada — opening on March 20;
- Aventura, Florida — opening on May 15; and
- Falls Church, Virginia — opening on May 15.
Continue reading “Stein Mart To Open 10 New Stores, Relocate Six”
Those who attend live performances at the theater or the opera strive to get the most out of their experience — especially in a culture-rich city such as New York City. They want the best seats and seek out the ideal souvenirs, whether it’s simply a program or something more costly such as a DVD or limited-edition collectible.
Although the Metropolitan Opera Shop sees most of its sales derive from its store in Lincoln Center, New York City, a mobile sales team takes product information to the aisles using an mPOS system combined with a data warehousing solution from Celerant. The retailer also has a web site that helps power its special order and international business, and offers products for sale during live performances.
Continue reading “Metropolitan Opera Shop Streamlines The Customer Experience With MPOS”