tags: mobile omnichannel retail
What will retail look like in 2014? While shopper robots won’t appear in every store next year, we’re clearly headed toward a new era in retail automation, one that’s sure to completely transform the customer experience. Just as Ford revolutionized manufacturing by automating the assembly line, automation technologies – coupled with the accelerating integration of the offline and online worlds – will upend the retail industry from top to bottom.
In 2014, I see two big trends emerging: the rise of the ubiquitous shopper and wide-scale retail automation. Read this months contributed article in Multichannel Merchant to find out more and let me know if you agree or disagree.
Click here for the full article.
A year ago, it seemed inevitable Amazon would take over the world. Industry watchers predicted retailers like Best Buy and Target, with their overhead of physical stores, would soon lose the ecommerce battle. After all, consumers increasingly visit big-box retailers to ‘showroom’ – or try products – then go online to buy the same products for less.
But pundits who predicted the death of traditional retail clearly spoke too soon. The Holiday Preview Customer Feedback Index report from OpinionLab shows retailers gaining ground against etailers, including Amazon and other ‘everything’ sites like Overstock and QVC.com, as well as top vertical players such Fab.com, Nasty Gal, and One King’s Lane. In Q3 2013, the overall customer feedback index for etailers fell by 18%, compared to the three months prior.
Want to find out how retail roars back? Read the full article here.
tags: CFI omnichannel retail success stories
The holidays are fast approaching and customer experience is weighing heavily on everyone’s mind. From web to mobile to in-store, especially as more shopping dollars are spent online, consumers are becoming more accustomed to expecting excellence no matter the channel or the industry.
Changing expectations have created challenges for every industry as customer experience scores have slipped across the board. That said, industries such as omnichannel retail are roaring to life with experiences that combine the best of mobile and channel integration. Fighting off the much-hyped showrooming threat, omnichannel retailers steadily improved the customer experience in the lead-up to holiday 2013 and enter the holidays in a stronger position than pure play etailers:
- Omnichannel retailers posted an average CFI score of 445 versus etailers’ average CFI score of 391, showing strength and resilience when it comes to customer satisfaction and loyalty.
- Ominchannel retailers outperform etail competitors in 5 of 7 key functional areas including product search and product information.
- Omnichannel retailers dominate checkout with a Functional Mean Rating (FMR) score of 3.69 out of 5 versus 3.2 for etailers.
Click here to download the full report.
We’re continuing our quest to drive robust conversations on a trade show floor near you. You’ll find our team spreading the VoC gospel this week at Forrester’s Forum for Customer Experience Professionals West in Los Angeles, CA. The Forrester show is all about boosting customer experience to the next level by showing customer experience professionals how to make sense of a quickly changing customer landscape.
So it’s no surprise that OpinionLab is at the center of it all. This action packed event is full of brand success stories, accomplished by the best in the business. Brands that have taken proactive steps to boost their customer experience will be showcased across three days of sessions complimented by one-on-one tracks with leading industry analysts. OpinionLab is proud to be sponsoring this event and you’ll find us powering conversations that inspire change at Booth #207.
tags: in-store feedback mobile retail
In-store pickup is one omnichannel feature that can go amazingly well – or frightfully wrong – depending on how you execute. Fighting back against the much-hyped threats of showrooming and same-day delivery, many omnichannel retailers now let customers buy or reserve products online, and then pick them up in-store. Whether consumers retrieve goods at a special counter, in the checkout line, or from a locker, in-store fulfillment has proved extremely popular among shoppers. That’s because it combines the best of both worlds: the convenience of online or mobile shopping and the immediate satisfaction of in-store purchases.
To continue reading more from our latest article in MultiChannel Merchant, click here.
We’re packing up our kicks and hitting the road for a busy fall tradeshow and event season. You can find us next at Web Analytics Demystified Accelerate in Columbus, OH. Accelerate is the analytics industry’s premier conference and networking event. This year’s conference will be proceeded by two days of Advanced Analytics Education, provided by some of the best minds in the business. And you’ll find OpinionLab in the thick of it all.
We’re excited to not only be a sponsor for Accelerate, but to power event and speaker feedback for the conference. Which means that anytime, anywhere an event participant leaves valuable feedback, OpinionLab is powering it all. In addition to driving conversations while at the show, we’ll also be cheering on our friend Chauncy Cay Ford at Dell who will be presenting “Ten Tips for Fully Leveraging Voice of Customer”. So if you’re at the show, make sure you come find us.
tags: awesomesauce innovation
To be included on the Inc 500/5000 list is the stuff dreams are made of. It’s a list of the fastest-growing, privately held companies in the United States by Inc. Magazine/Inc.com and OpinionLab joins the list for the first time this year. If you haven’t seen this list, you’ll want to check out some the impressive companies, chosen by percentage growth of annual revenue over a three year period. You’ll see there’s many things that make these companies unique from performance to innovation. It’s a staggering list full of superstars, mega brands and truly inspirational stories.
We’re honored to be counted among these chosen companies and this award will only continue to fuel our passion for innovation. We’re no ordinary customer feedback company, and you can see it from the clients we serve to our robust product suite and even in the way we do business.
To view the full press release regarding this list, please click here.