Retail tips for 2024: Focus on value, in-store experience. What retail trends will dominate 2024? Note: Data was provided to Insider Intelligence | eMarketer by Kearney. Methodology: Data is from the November 2023 Kearney report titled "Consumer Experience Briefing Data Pack." 1,000 US adults ages 18+ were surveyed online during November 2023.
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| Jan 9, 2024
Go further: Read our Beauty Path to Purchase report.
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| Apr 19, 2024
Go further: For more insights on the beauty category, check out The Beauty Path to Purchase and our latest report on the US Beauty Consumer.
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| Mar 28, 2024
The 2024 strategy: Brands must prioritize value as consumers seek out the best deals, keeping in mind that value isn’t all about low prices; it can also be about offering better customer service, greater convenience, and higher-quality products. This year, fashion and food and beverage will be two of the fastest-growing ecommerce categories during the 2024 holiday season, according to Canaves.
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| Mar 27, 2024
Brands looking to increase discoverability in channels where consumers prioritize speed must embed chances to find new products throughout the shopping journey without adding more time or complexity to the customer experience. This was originally featured in the Retail Daily newsletter. For more retail insights, statistics, and trends, subscribe here.
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| Mar 22, 2024
Three in 4 US brand marketers say generative AI will help them achieve their customer experience goals because it will enable them to create personalized content, per a March 2023 Sitecore survey. Brand marketing growth may also be the result of a renewed focus on loyalty, as 54% of retailers plan to strengthen their loyalty programs this year, according to Deloitte. Use this chart:.
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| Feb 7, 2024
An emerging tension between retailer ads and customer experience (CX) is brewing as consumers grow more attuned to high ad loads online and in stores. Retailers’ core competency of delivering exceptional CX is now being pitted against their own retail media networks’ desire to expand their digital advertising surface area to capture high-margin revenues.
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| Mar 14, 2023
Providing a good customer experience (CX) isn’t just about getting positive reviews online—it’s about creating a relationship with your customer. It’s also about a better bottom line, which is harder to achieve these days as consumer spend slows.
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| Jan 23, 2023
On today's episode, we discuss what to consider when developing a customer experience (CX) strategy, how to build a culture that prioritizes the customer, and the benefits of good CX leadership. "In Other News," we talk about customer service in the metaverse and how automakers are diverting ad dollars to customer and user experience. Tune in to the discussion with our analyst Patty Soltis.
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| Sep 9, 2022
Over 80% of CX leaders plan to outsource in 2022 in some capacity, according to January 2022 research from Telus International and Pulse.
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| Nov 1, 2022
On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss how companies can improve the employee experience to better the customer experience and ways to collect feedback. Then for "Pop-Up Rankings," we rank the top examples of retail leadership that directly impacted our customer experience and the ones that could have been improved. Join our analyst Sara Lebow as she hosts analysts Suzy Davidkhanian and Patty Soltis.
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| Sep 13, 2022
On this episode of Brand Anatomy, Briefing director Jeremy Goldman sits down with Ashley Ross, Bank of America’s head of customer experience (CX). Hear how the bank pivoted its service model during the pandemic, leveraged technology and personalization to better serve its customers, improved the ROI of CX—and how customer feedback helped Bank of America build a stronger brand.
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| Mar 23, 2022
On today's episode, we discuss which brand does the best job of empathizing with digital customers, systemic failings of customer experience (CX), and how to keep the integrity of your CX intact when prices are out of control. "In Other News," we talk about the best retailer mobile app to enable a seamless omnichannel experience and the most important thing to get right when thinking about returns. Tune in to the discussion with our analyst Patty Soltis.
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| Oct 17, 2022
With an increasing number of ways to discover, research, and buy products, the customer journey is becoming less linear and more spread across touchpoints in the physical and digital worlds. We break down these changes and what retailers need to do to stay in touch with their consumers.
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| Mar 7, 2023
Amazon has a customer satisfaction problem: Shoppers complain of delayed deliveries, poor customer service, and irrelevant search results, dragging its satisfaction rating to a record low.
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| Nov 22, 2022
Persistent inflation is weighing on foot traffic: Yet many brands continue to see strong growth thanks to their ability to deliver value and a great customer experience.
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| Oct 19, 2022
On today's episode, in our "Retail Me This, Retail Me That" segment, we discuss what the customer journey currently looks like, where folks are discovering products, and how the funnel is collapsing. Then for "Pop-Up Rankings," we rank the top four personal frustrations in the customer shopping journey. Join our analyst Sara Lebow as she hosts analysts Sky Canaves and Suzy Davidkhanian.
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| Feb 28, 2023
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| Jun 24, 2022
Attracting and retaining retail employees isn’t easy: But it's critical to delivering a high-quality customer experience. That’s why Walmart and others are boosting wages.
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| Jan 25, 2023
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| Nov 17, 2021
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| Apr 13, 2023
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| Apr 4, 2022
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| Jan 4, 2022
It also powers KAI Answers, a customer service application that can quickly and accurately address customer queries. Prediction. GenAI startups will buck the overall downward trajectory of fintech funding. It hit new lows in 2023, but genAI startups—especially those catering to tightly regulated industries such as banking—were a bright spot.
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| Dec 21, 2023
Big-box retailers are aggressively upgrading their beauty offerings to attract returning in-store shoppers and younger, digital-first consumers.
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| May 27, 2022