MarTech Cube’s Post

As we move into 2024, retailers must consider three key themes: connect everything, stem theft losses, and learn & earn in order to optimize profits and processes. Click to learn more. https://lnkd.in/geDU23nQ

Self-checkout is fast becoming the standard in the world of retail, however, new risks have appeared due to the increased adoption of this technology. Outlining the vast development of SCO usage and its ensuing challenges, Flooid's new white paper "An exceptional SCO experience: Why retail needs to rethink self-checkout", explores how cutting-edge technology such as: ✅ #RFID tagging, ✅ mobile scan and go, and ✅ computer vision can help customers checkout faster and improve their experience at the endpoint. Read more at https://lnkd.in/etQTYBYn #makeitflooid #selfcheckout #retailtech

Tune in tomorrow to listen to Jennifer Hileman and I discuss how #MACH #composablecommerce and #loyaltymanagement all intersect to help #retailers succeed during the #holidayshopping season!

As we approach the end of 2023, let's look back at some of the game-changing ReturnGO features launched this year that helped merchants simplify their post-purchase process and boost customer satisfaction! 1️⃣Order Tracking - Keep your customers in the loop with a branded order tracking portal and real-time notifications, reducing support queries, boosting repeat purchases, and driving traffic back to your site. 2️⃣Instant Exchange - Streamline exchanges by offering customers the option for immediate shipment of new items, while protecting your business from fraud. 3️⃣BxGy Returns - Handle complex return scenarios and smoothly process returns for orders bought with Buy X, Get Y (BxGy) discounts. 4️⃣Revamped Analytics: Track advanced return analytics for your orders and returns, helping you better understand your customers, optimize your business, and make data-driven decisions. These are just a taste of what we accomplished in 2023, and we can't wait to bring you even more amazing features in 2024. Trust us, there's never been a better time to automate your post-purchase process! #2023recap #yearinreview #topfeatures #returnsmanagement

"Stephanie Meltzer-Paul reports that top of mind at Mastercard is enabling flexibility and choice, two things that are less trends and more requirements. Consumers want exciting ways to maximize their rewards and benefits, but they also want to control how that comes to life. Part of meeting those standards means innovating around real-time redemption at every single point in the purchase journey down to SKU-level specials." #loyaltyprograms #digitalbusinesstransformation #rewardsprogram

Ever felt like your business was being taken advantage of by policy abusers? Imagine this: you're a thriving retailer or eCommerce brand, known for quality products that customers love. But behind the scenes, you're dealing with a surge in policy abuse—resellers scooping up your items to flip for profit on third-party sites, or serial returners taking advantage of your generous return policies. It’s frustrating, costly, and feels like it’s out of your control. Brooklinen faced this very challenge. They noticed an increasing number of orders from resellers and reshippers, and it was starting to affect their bottom line. These abusers were reselling items at both discounted and inflated prices, undermining Brooklinen’s brand integrity and customer trust. But instead of letting this problem continue to grow, they took action. By focusing on the identities behind the transactions and leveraging sophisticated tools, they were able to protect their business. The result? Brooklinen now enjoys a 99.87% approval rate, has saved $1.5M from reseller and reshipper abuse, and has maintained an impressively low chargeback rate of just 0.02%. If policy abuse is impacting your business, know that you're not alone—and more importantly, that there’s a way to fight back. https://okt.to/oc7XtR

The age of free money that was driven by zero interest rates is over. To be fair that might be a good thing. This however makes growth a lot harder because the "easy" ways of acquiring customers through ample marketing and discounts is no longer sustainable. I see a future where word-of-mouth referrals and customer loyalty play a much bigger role in growth of businesses in all industries. To than end, I could not be more proud to announce that Chattermill has launched a framework to achieve exactly that - Experience Led Growth (XLG) that drives a relentless focus on the Customer Experience initiatives that keep your customers happy and make CX a business differentiator. We see that clients who adopt XLG see 30% higher order values and much stronger customer retention. We have put together a collection of resources built from these successes that will help you get started with XLG. Check out the link in the comments for articles and videos on XLG as well an online assessment of your XLG maturity 👇

You don't have to choose between free vs fee returns. Consider investing in tools that minimize returns or channel shoppers in-store, where 71% will make an immediate purchase. Manhattan Active® Customer Service & Engagement equips shoppers with digital self-service solutions, curbing needless shipments by enabling order tracking, modifications, and cancellations post-fulfillment, while the Returns Management capabilities of Manhattan Order Management help retailers manage returns profitably. Find out more: ◥ Returns Management: https://ow.ly/ENcF50QmzcT ◥ Digital Self-Service: ow.ly/PLQC30syJS8 Read the article 👉 ow.ly/7LKW30syJS9

It's been a year since Consumer Duty came into effect across the UK, and there is still work to do to improve outcomes for customers. With my colleagues Andy Firth and Tim Francis, we've put together a short article outlining how mystery shopping can be used as an effective tool to help businesses drive effective change and ultimately improve customer outcomes. Check it out below, and reach out if you'd like to discuss how to implement this for your organisation. Darren Burgess Helen Wilson Craig Bradley Ipsos UK Jim Kelleher Ross Lloyd #consumerduty #mysteryshopping #ipsos https://lnkd.in/ecnG-YdJ

9 out of 10 #ecommerce consumers will buy again if the returns process is convenient. 🛍️ 😠 But hidden #returnspolicy is causing customer frustration to rise and satisfaction to dip. With Parcel Perform’s integrated self-service returns platform, it’s easy to turn complex terms and conditions into a seamless experience. ✨ 🏷️ Make returns policy convenient and transparent with eligibility tags 💨 Accelerate refunds with automated approvals 🔄 Dynamic policy configuration that lets you adapt to market demands Learn how you can transform your returns process into a winning #CustomerRetention strategy. 👉 https://hubs.li/Q02cWyTd0