Businesses aren’t confined to a single industry or a narrow set of products and services. Instead, many enterprises are embracing a more versatile approach known as “multihyphenate” businesses. But what does this term mean, and why is it becoming increasingly important for the future of commerce? As consumer expectations shift towards personalized experiences and as […]
Retail has become increasingly standardized, with automated systems replacing human touchpoints at every turn. With the rise of eCommerce giants and the growing additions of self-service options, the relationship between customers and retailers has become more distant and transactional, leaving many consumers feeling disconnected. Understanding the Challenge The standardization brought by automated systems has undeniably […]
Customer loyalty is a nuanced concept. McKinsey and Company coined the term “zero consumers” to describe a new type of shopper – one with little patience, zero brand loyalty, and a strong preference for convenience. SAP Emarsys’ 2023 Customer Loyalty Index survey shed light on the evolving landscape of customer loyalty. The survey, encompassing more […]
Returns have long been a headache for retailers, but a new approach is gaining traction – the ‘Keep It’ return policy. Unlike traditional policies, ‘Keep It’ allows customers to keep the item and receive a refund or credit. ‘Keep It’ policies prioritize customer convenience, especially for low-cost items, with 27% of surveyed retailers deeming products […]
