Omnichannel

Before you declare your personalized marketing efforts a success, check with your customers.

That is the overriding message from a global study of 1,200 consumers and 200 marketing professionals conducted in October 2015 by Forrester Consulting for hybris. The study, “The Contextual Marketing Imperative,” finds that while 66% of marketers rate their efforts at personalization as “very good” or “excellent,” just 31% of consumers report companies are consistently delivering personalized, cross-channel experiences

We all know the stress of seasonal shopping can make the holidays anything but merry for consumers.

However, there are a few key customer experience features retailers can offer to help make this time of year bearable, if not downright happy, for beleaguered shoppers. The holiday customer experience should be:

App-centric

So far this holiday season, consumers are turning to their desktop PCs for shopping more than ever before.

According to new data from comScore, through the first 36 days of the November-December 2015 holiday season (Nov. 1 – Dec. 6), desktop spend totaled $35.36 billion. This marks a 6% increase from $33.38 billion for the equivalent period in 2014. Although rate of year-over-year growth is below the 9% previously predicted by comScore, the total figure still sets a new record.

Industry estimates show in-store conversion rates (percentage of visitors who take the desired action to purchase) are below 30% and dropping. This means 70% of store visitors leave without buying. Never before has there been greater competition for sales and a smarter, more connected consumer base.

The demise of physical stores has become a familiar narrative during the holiday season, but nothing could be further from the truth according to one man better positioned than most to know.

So far this holiday season, consumers are turning to their desktop PCs for shopping more than ever before.

Restoration Hardware Holdings’ (RH) innovative store growth initiatives are starting to bear fruit, as the luxury home furnishings retailer reported record sales and profits in the third quarter.

For the period ended Oct. 31, the company reported net income of $20.7 million, or 49 cents per share, compared to $19.4 million for the same period last year.

Revenue increased 10% to $532.4 million, from $484.7 million in the year-ago period. It was the firm's 23rd consecutive quarter of double-digit revenue growth. Same-store sales increased 7%.

Mobile payment is impressively rising in consumer adoption and interest, but Apple Pay is not their first or even second choice.

According to a 2015 survey of more than 1,000 U.S. adult consumers by location-based mobile platform provider Retale, 43% of respondents have previously used a mobile device, such as smartphone, tablet, or smartwatch, to make a purchase in a brick-and-mortar retail store. This is a 7% increase year-over-year compared to the 36% who reported they had used mobile payment in Retale’s 2014 study.