March 9, 2015

U.S. consumers want a more personalized retail experience but are conflicted about disclosing the type of personal information that goes along with it, according to a survey from Accenture.

March 9, 2015

The onset of 2015 marked a huge change in shipping costs, and as a result retailers are struggling to find ways to maintain their bottom lines. As of Jan. 1, packages are now being evaluated by their “dimensional weight,” or volume, instead of determining price by weight alone. Experts say that the when combined with other annual rate hikes and surcharges, the resulting average rate increases will be as high as 30% or more.

March 9, 2015

You’ve undoubtedly heard about the Internet of Things (IoT) and you might think that it’s all about wearables and energy savings. You might conclude that it doesn’t have much to do with your retail business.

February 6, 2015

Post-holiday returns serve as a way to ensure the stress of the holiday season lasts into the New Year.

January 27, 2015

One pure-play and six omnichannel retailers received top honors for their online customer service in the E-Tailing Group’s Q4 2014 Mystery Shopping Study.

January 22, 2015

Taking money is one thing, but e-retailers aren’t always so great at giving it back. In a study of the refunds performance of 40 of the largest online retailers, analysis firm StellaService found that the majority of retailers evaluated aren’t meeting consumer expectations.

January 14, 2015

Two technology trends stood out above all others at this week’s NRF annual “Big Show” convention in New York. First, retailers are becoming aware that omnichannel inventory transparency is the back-end platform supporting the front-end seamless customer experience they have been building the past few years.

January 7, 2015

Nearly a quarter (21%) of consumers said that they are likely to return or exchange at least one of the presents that they received this holiday season. Additionally, male respondents expressed a greater interest in returning or exchanging gifts (30%) than female respondents (20%) by as much as 10%.

December 29, 2014

By offering customers free shipping and ever-faster delivery, and by handling the higher rates of return that often come with e-commerce, retailers potentially face either reduced profit margins or loss in market share if they don’t keep up with customer preferences.

December 22, 2014

While a fuss has been made about the increase in online spending, statistics show that more than three quarters of retail transactions are still made in-store.  

December 19, 2014

The industry will lose an estimated $10.9 billion to return fraud this year, with  $3.8 billion accounted to this holiday season alone, up slightly from last year’s $3.4 billion. 

November 26, 2014

New customers whose first transaction involves a discount or special offer are 50% less likely to return to make a second purchase. 

November 10, 2014

After some fine-tuning, SAP is now officially launching a DIY home assembly app called “Bilt” for Android and iOS tablet devices. 

October 22, 2014

Despite the impact of fast-moving competitors like Amazon and the power of today’s digitally savvy consumer, many retailers are still planning and managing their businesses based on traditional brick-and-mortar practices.

October 14, 2014

Hidden in the onslaught of negative headlines about former retail heavyweights, like JC Penney and Sears, is a slew of less-publicized, good news from smaller—many formerly online-only—retailers that are not only weathering the storm but are thriving. 

September 29, 2014

While retailers have collected years of customer data, only 9% are leveraging the information in a structured, usable way, according to HRC Advisory, a leading strategic retail advisory firm and unit of Hilco Global.

September 26, 2014

Helping customers achieve a perfect fit the first time around is the holy grail for many online retailers, and there’s little mystery why: A less-than-ideal fit is the No. 1 reason online purchases are returned. It’s difficult for a consumer to visualize how an item on a digital screen will look on their body. It’s especially challenging for women’s apparel because no two brands size their products the exact same way.

September 12, 2014

Webrooming, showrooming ... I'm guilty of it all. Surprised? You shouldn't be. After all, it is all about me, the everywhere consumer, and my super power ... the power to choose. I can shop in-store, but I can also, just as easily, shop online; my only concern is that my needs and expectations are met.

April 17, 2014

L.L.Bean was ranked number one in online customer service in March 2013.

April 15, 2014

The retail industry has seen its fair share of challenges in recent years with decreased foot traffic through stores as consumers move online to purchase products. Regardless of where consumers purchase goods, returns are an issue with the NRF estimating the amount of merchandise returned in 2013 totaling $267.3 billion.

January 31, 2014

In a study of the returns and refunds performance of the 25 largest online retailers, StellaService found that the majority of retailers evaluated aren’t meeting consumer expectations.

January 27, 2014

Merchandise returns in 2013 cost U.S. retailers more than $267 billion in lost sales.

January 7, 2014

The emergence of omnichannel commerce is dramatically changing the retail equation, both in how customers travel the path to purchase and how retailers anticipate and meet customer demand. Mike Webster, senior VP and general manager of Oracle Retail, offered Chain Store Age his perspective on how retailers must alter their approach to both systems and business processes to ensure they deliver a seamless experience across all customer touchpoints, one that both converts sales and builds long-term satisfaction and loyalty.   

December 23, 2013

Costco and Nordstrom were the number one and two ranked retailers in terms of their return policies, according to a new report from personal finance site GoBankingrates.com.