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Customer Service Expectations Are Evolving

Dec 13, 2018

Due to the growing number of channels available and younger consumers reaching adulthood, expectations for customer service have been changing.

Shoppers Still Need In-Person Interaction

Dec 12, 2018

Despite the ubiquity of online shopping, consumers still rely on face-to-face interaction in the path to purchase, whether it be for getting product information, seeing in-person demos or tracking down items in other stores.

Are Consumers Ready for a Cashless Society?

Dec 07, 2018

Direct-to-consumer brands like Everlane and Bonobos, fast casual grain bowl chain Sweetgreen and beauty salon Drybar are just a few businesses that have adopted a cashless model. But consumers aren't necessarily ready to do away with cash.

How Benefit Cosmetics Is Leveraging Instagram Stories

Dec 03, 2018

With its increased investment in Instagram Stories, Benefit plans to focus on both organic and paid content in 2019. And rising usage in swipe-up behavior—when a user swipes up on stories content and is taken to a landing page on the brand's website—is opening the door to new opportunities.

How Digitally Native Brands Will Shape Brick-and-Mortar Retail in 2019

Nov 29, 2018

The consumer retail economy, buttressed by low unemployment and rising wages, is experiencing its best growth since 2011. And despite the 2018 demise of old-retail stalwarts like Sears and Toys "R" Us, recent gains at retail aren’t only flowing in the direction of digital – although they do increasingly bear hallmarks of its influence.

Where Do Former Toys 'R' Us Customers Shop Now?

Nov 15, 2018

Store closures are the hallmark of the so-called retail apocalypse, but the demise of brick-and-mortar locations might be more apparent to industry watchers. The average consumer doesn't always pay attention—unless a particular store meant something to them.

Thanksgiving Grocery Shopping Shifts Online

Nov 14, 2018

Online shopping has become a sport during Thanksgiving week and beyond, and it's also starting to play a role in the holiday meal itself. In many ways, the convenience of buying groceries online seems well-suited for larger-than-usual gatherings, even if it is used by only a small number of consumers.

Private Labels Influence Retailer Choice

Nov 02, 2018

Buying store brands used to be viewed as sacrificing quality for price, but post-recession private labels began flourishing and have gained popularity with retailers and consumers over the past decade.