Friday, July 8, 2016

Study Points Up Importance of the Human Touch in Shopping Journey

A traditional, low-tech customer service feature can help prompt shoppers to follow the path to purchase.

According to a new study from technology services company Mindtree, “Mindtree Shopper Survey 2016,” good old-fashioned human sales associates have a big impact on consumers moving from thinking about a purchase to actually making one....

Read the entire article courtesy of Retailing Today:

Thursday, July 7, 2016

5 Trends That Are Radically Reshaping Shopper Marketing

Malls are lumbering, claustrophobic dinosaurs, while anchor stores like Macy's and Kohl's are shuttering hundreds of locations. Fresh Direct and Peapod make it easier and quicker to stock a cupboard than wading through the jam-packed neighborhood Kroger, and Amazon and eBay and Overstock sell, well, everything.
Who needs retail anymore?

In fact, 71 percent of U.S. consumers say they still prefer to buy from physical stores even if the same products are available online, according to a recent TimeTrade survey, which also found that 85 percent like to shop in stores because they say they want to "touch and feel" items before buying them.

Online shopping accounts for only about 9 percent of total consumer retail spending, according to the most recent quarterly figures from the U.S. Census Bureau. But make no mistake—everyone from retail behemoths to specialty boutiques is feeling the pressure to adapt more seamlessly to the digital world, to bring in that all-important foot traffic and to deliver an experience that consumers can get nowhere else...

Read the entire article courtesy of ADWEEK:

Tuesday, July 5, 2016

New Report: Return On Loyalty Program Investments Higher Than Ever Before

Bond Brand Loyalty, North America's leading brand loyalty agency, today released its sixth annual consumer loyalty report. The 2016 Bond Loyalty Report reveals that 81 percent of consumers are more likely to continue doing business with brands that offer loyalty programs. Despite this, the report finds that many programs are missing the opportunity to personalize offers and communications. Only 22 percent of respondents are very satisfied with the level of personalization they're getting from brands, yet, satisfaction is eight times higher when programs are highly personalized. When it comes to customer experience only 20 percent strongly agree that a brand or program representative makes them feel special and only a quarter of respondents feel that the program experience is consistent across varied touch points (such as online, by email, by phone and in person).

The 2016 Bond Loyalty Report, conducted in collaboration with Visa, is the largest study of its kind. The report captures responses from roughly 12,000 U.S. and 7,000 Canadian consumers. The report covers 58 dimensions of loyalty program performance including program mechanics, communications, rewards, needs fulfillment, loyalty emotional and behavioral outcomes, and brand alignment.

Year-over-year program satisfaction is steady at 44 percent even as loyalty solutions continue to innovate, indicating that member expectations are increasing just as quickly as programs are evolving. Developing meaningful loyalty programs that meet customers' needs while deepening their relationship with brands is a difficult challenge, but when designed and operated effectively can reduce program costs and strongly influence consumer behavior....  

Read the entire article courtesy of PR Newswire: