Customer Engagement

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Customer Engagement

A collection of news, articles and other featured content about customer engagement, including a look at the in store experience, customer experience, customer service, personalization in retail, loyalty programs, and more.

Humanizing the Last Mile of Holiday Shopping

Which retailer will win the holiday season? In the era of social distancing, the winner won’t necessarily be the store brand with the best Black Friday deals. In fact, this year, winners will be those that master “the last mile.”

Top 5 U.S. Retail Brands 2020

Being the most positively perceived retail brand in the U.S. is a remarkable feat, especially during the challenges 2020 has brought retailers. Uncover which retailers ranked the best and which made the greatest improvement over the past 12 months.

Retail innovation is blazing, even in the midst of the craziest holiday season ever. Nike and Ugg both launched new store concepts this November, while 7‑Eleven and Foot Locker expanded concepts. RIS takes a look at each and gives you the lowdown on the innovation inside.

Learn about the hottest tech trend helping aid today’s retailers in managing demand, promotions, fulfillment, assortment and more.

Consumer shopping trends are pressing convenience stores to pivot, but many operators have experienced roadblocks in adding modern services. Uncover how tech solutions can provide the flexibility needed to overcome legacy store IT infrastructure without ripping out current systems.

While Gary’s Wine & Marketplace got its start as a small wine shop in New Jersey, its digital capabilities tell a different story.

Walgreens has relaunched its customer loyalty program as part of its mass personalization efforts and rolled out 30 minute pickup. Get the details.

Will the Black Friday to Christmas Eve stretch be boom or bust? Retailers are certainly tasked with a complicated consumer mindset this year, but preparedness and last minute agility will likely be a winning combo. As the industry enters the throes of the holiday season, RIS reviews the latest expert forecasts and findings.

Stories about store closures and bankruptcies mask the fact that retail is an active investment hot spot where cash flows, IPOs flourish, and opportunities boom. Here’s the rundown.

The retailer, which has been undertaking a multi-layer digital transformation, shared more details on its upgraded digital experiences and store prototype pilots.

Retailers can ensure seamless customer experiences while guaranteeing all of a customer's private information is secure. It is no longer one or the other, but rather a system built on transparency.

There are three "bricks" which are used to build the "bridge" of the right customer experience between retailers and buyers: pricing, supply chain management and in-store experience. As shoppers' expectations evolve, these bricks need to be optimized.

Giant Eagle has launched a pilot of its new myPerks loyally program in Canton, Ohio. Learn what the new program entails and what the grocer's plans are for the rollout.

While traditional, points-based loyalty programs are often the go-to loyalty strategy, staying ahead of the competition year after year requires something bolder.

Whether selling or shopping in 2020, the only thing that can be expected is the unexpected. To help retailers craft their last minute strategies, RIS dove into the data and talked with experts to provide ammo for peak selling season twists and turns.

Ulta Beauty at Target will debut at more than 100 Target stores nationwide and online at Target.com beginning in 2021. Uncover what the new beauty experience will entail and why the two have joined together.

The Tapestry house of luxury brands, which includes Coach, Kate Spade and Stuart Weitzman, will leverage new customer data platform products to generate comprehensive customer profiles, serving as a foundation for predictive analytics to improve customer interactions.

The Estee Lauder Companies is leveraging its digital consumer engagement investments to serve consumers “craving convenience and choice” during the pandemic.

During this hyper-competitive retail landscape, Ulta Beauty is getting creative in its efforts to build loyal customers, including leveraging digital experiences and experimenting with mobile point-of-sale to develop personalized interactions.

Cos Bar customers can now communicate with beauty specialists in a multitude of ways, as well as request a virtual or in-store appointments. Learn how the beauty retailer is giving its customers a new personalized experience.

Walmart has turned two stores into labs centers to explore new solutions to operate stores as both physical shopping destinations and online fulfillment centers. From an augmented reality app, to contact-free checkout, learn what it’s testing.

The digital drive-thru menu boards allow for special promotions to be tailored based on previous orders, regional weather patterns, time of day and other factors. 

Learn why it's important for retailers to reinvigorate their promotions so they can re-engage and retain a shopper base that has developed even greater expectations for grocery shopping.

Kohl’s will connect with consumers in new ways this holiday season, including through virtual pop-ups and augmented reality with shoppable features.

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