Retail

The retail industry is at an inflection point. The consumer’s path to purchase has dramatically changed over the past decade. Once linear, shopping has transitioned to a more convoluted process that looks more like a kindergartner playing connect the dots. In response, retailers are vigorously pursuing the development of a seamless and successful omni-channel retail strategy. […]

Today’s consumer has less money, patience, and time. However, that same consumer is more demanding, empowered, and intelligent. This fundamental shift in the consumer’s identity has changed the game and how it’s ultimately won. Before Askjeeves, Google, Wikipedia, or the internet in general, how did we settle those heated debates with friends or family over pointless trivia, like how […]

Engageware recently conducted a survey of 1,029 consumers which asked in-depth questions regarding their perceptions and habits around retail shopping. The survey reveals that various demographics have different shopping habits. For example, Millennials have different shopping habits than Baby Boomers or Gen Xers. The infographic below reveals why retailers must keep different demographics in mind in terms […]

Everyone has had that experience in a retail store when you feel like you know more than the person trying to sell you something. Customer experience isn’t a game you can play by chance. Guaranteeing a knowledgeable associate is available when your customer needs help is the best way to create an amazing customer experience […]

A recent article by AdAge points out that the hottest big retailer among Millennials is Walmart. The article cites Walmart’s focus on online and mobile search to be the driver for its partnership with popular Millennial brands, such as Tommee Tippee baby bottles. Walmart’s smart approach to search aligns with Engageware’s consumer retail survey results, which are discussed […]

Since the Internet first became mainstream, I have heard stories about the “death of traditional retail.” Analysts and industry pundits have long predicted how traditional brick-and-mortar retailers would ‘go the way of dinosaur’ in favor of their online counterparts. A recent Engageware research report, The State of Retail, suggests that these opinions are far from […]

When it comes to shopping, today’s consumers seek immediate attention from knowledgeable staff. No modern retailer has made more strides at creating an exceptional customer experience and powerful in-store service than Apple. A cornerstone of this experience is the service and attention customers receive while visiting the Genius Bar. Apple recently made changes to its […]

With so much information at their fingertips, you’d think shoppers would know exactly what they wanted before stepping foot in a store. But when we surveyed 1,000 consumers, at least half of them go shopping before they’ve made up their minds.  That was only the tip of the iceberg.  Consumers had a lot to reveal […]

The team at Invesp recently published an infographic highlighting the trends in US Social Commerce. The infographic specifically focuses on trends from 2012-2015 in the United States alone and contains some very interesting statistics. A few of the stats that jumped out to me are: Social Commerce will jump from $3B in 2012 to $14B […]

As more and more stores increase their online commerce, consumers still crave a person to person connection to help with the purchasing process. A recent article from the LA Times by Shan Li is turning the focus to online retailers who are opening brick-and-mortar locations to build their customer base and drive brand loyalty. From the […]

A fantastic article by Executive Director Curtis Bingham fosters new ideas around customer-centric management in the pursuit of better business results. Curtis provides a provocative perspective on customer loyalty and engagement. This article is the exact reason why a Responsive Engagement Platform is key to building trust and boosting customer satisfaction.  By connecting your customers […]

Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Engageware on creating a personalized customer experience in a retail. Adrian Swinscoe sat down with our very own Gary Ambrosino, to discuss what banks and retailers can do to fight todays showrooming. “Its all about giving customers the personalized attention they […]