This paper introduces customer journey mapping (CJM) in the context of customer experience management. It looks at what it is, why we should do it and the approaches that can be used to undertake this. It also explores the importance to any growth strategy of understanding customer interfaces with a company and its brand. The examples cited in this paper focus…
Brian Cornell’s presentation at NRF 2019: Retail’s Big Show had a resonating message: Every decision a company makes should start with an unerring focus on the consumer. The chairman and CEO of Target Corp. outlined four keys to success for the future of retail in front of a packed house, calling out the importance of investing in the business of today…
Consumers increasingly expect free delivery of items they buy online and are also embracing new options like picking up their online purchases at a local store, according to the latest issue of the quarterly Consumer View report released today by the National Retail Federation. “Consumers want free delivery, and they’re willing to meet retailers halfway to get it,” NRF Vice…
How will retail change and develop in 2019? We hear from industry insiders and share their predictions for the year ahead. This ongoing series focuses on a different theme each time, and today we’re looking at operations and logistics, from the supply chain to delivery and returns – and at a time when it’s become more clear that the delivery…
The influencer marketing industry is rapidly growing and evolving. Latest estimates predict influencer marketing spend will reach $5-10 billion by 2020, and Instagram influencer marketing alone will reach $2.28 billion in 2019. Now that influencer marketing has become mainstream, marketers are looking to tap into the next set of high-value influencers to improve performance. Amidst this scramble for fresh blood, new…
Olivia Zimmermann started her holiday shopping early this year, buying a Bluetooth speaker from Best Buy for her sister. It was supposed to arrive by Dec. 10, two weeks before Christmas. The speaker never showed up — and the post office said it had delivered the package to a different town. Best Buy apologized and offered to reship it. But Ms….
Retailers and brands who are invested in providing a great customer delivery experience must understand the global carrier market. MetaPack’s Carrier Mapping tool lets you quickly and effectively discover the carriers and carrier services that are available on the MetaPack platform.
For each and every order, MetaPack is able to identify the most appropriate delivery service for that particular customer, providing…