NFC (near field communications) is expected to bring sweeping changes to customer interactions at retail locations. Everything from check-out, to just-in-time couponing, to social networking will be affected. The hope is that NFC will be a great new tool for creating stronger customer loyalty and...
Read moreForrester's Brian Walker recently issued a very compelling report entitled: "Welcome to the Era of Agile Commerce: eBusiness Execs Must Evolve Channel Strategies To Embrace Market Changes." In the report, Walker asserts that multi-channel commerce is being reborn, and traditional ways of describing multi-channel commerce no longer work because...
Read more79 percent of respondents used their smartphones for shopping, and three out of four smartphone users made purchases either in store or online using their phones. Seven out of 10 smartphone users turn to their phones while shopping in a store, showing the phone is often in use from the time research begins until the moment a purchase is made.
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Forrester reports companies need to start viewing customer service as an underperforming asset and that customers care more about customer service than they care about low prices. Consumers who care about customer service tend to be more loyal customers.
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