Emily Hower

Emily is a Brander-In-Training assisting with content development to keep retailers informed on the latest trends in e-commerce. Originally from outside Philadelphia, she is currently a senior at the University of Pittsburgh. She loves to knit, explore Pittsburgh, and travel.

Recent Posts by Emily Hower:

This Week at Branding Brand: A Winner, Office Kitchen Finds, and Handitaur


 

Office kitchen finds > 😱 πŸ‘‘ πŸ˜‚ #BranderLife #DeveloperLife #SnapQueen

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This is Handitaur, here to grace your feed with his presence πŸ˜‚ #DeveloperLife #BranderLife

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Topics: Company

This Week at Branding Brand: Typography Inspo, an InstaBrander, and a Claw Grabber



Topics: Company

Test Your Optimization IQ: App Navigation

Test Your Optimization IQ

We surveyed people who regularly purchase via apps to find out how they prefer to navigate mobile apps:
  • Test A: Tab bar
  • Test B: Side menu

Can you guess how app shoppers like to browse in mobile apps?

Select a test to reveal the winner:

 Test-4.3_A.pngTest-4.3_B.png

Topics: Design Solutions Apps

This Week at Branding Brand: Monday Motivation, Welcome Back Balloons, and A NYC Shoutout

 

^When the caffeine kicks in πŸ’ͺ#MondayMotivation #BranderLife

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What happens when you come back from paternity leaveπŸŽˆπŸ˜‚ #WelcomeBack #BranderLife

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Topics: Company

Why Reimagining CX Should Be Retailers' Top Priority

Retailers must rethink customer experience

In the retail industry, the phrase "customer experience" is thrown around and dissected so often that it has become a buzzword. E-Commerce executives say that providing optimized customer experiences is their number one priority, but what does that actually mean? Business of Fashion goes as far to relate traditional customer experience design to "just icing on the same stale cake."

How can brands be innovative in designing customer experiences? It's time to reinvent what "experience" means. To stay competitive, retailers must rewrite the rules to satisfy shoppers at each touchpoint, no matter how small.

Business of Fashion says:

True customer experience design means deconstructing the entire customer journey into its smallest component parts and then reengineering each component to look, feel and most importantly, operate differently than before and distinctly from competitors.

However, this is easier said than done. Tracking the buyer journey is no small task for retailers these daysβ€”shoppers are informed, choosy, and erratic in how they spend. Because of this, retailers can't afford to rely on old habits when it comes to creating new customer experiences. Instead, brands must see past the buzz to specifically define what a quality shopping experience means to their company and customers. 

Experiences won't just sell products. Experiences will be the products, according to Business of Fashion.

For example, Sephora's latest app update uses VR to solve a specific customer pain point: helping shoppers to test out makeup before buying it. Dubbed the "Virtual Artist" feature, which is similar to applying a Snapchat filter and allows shoppers to virtually apply products to photos of themselves before making an in-app purchase. This is a prime example of a successful service that reaches the consumer in their mobile moment. 

Sephora Virtual Artist

The Vitamin Shoppe addresses its customers' needs with an in-app rewards program. According to Rose Hamilton, the Vitamin Shoppe's Chief Digital Officer:

The new customer journey is not linear. They go all over the place, try different stores, try different products and places. We need to be present at every step, ready to accept them when they come back.

The Vitamin Shoppe's in-app incentivesThe Vitamin Shoppe's mobile app embraces the nonlinear buyer's journey by providing loyalty incentives, such as in-app coupons and a "Healthy Awards Balance" program. To attract shoppers, brands must be creative in providing services that supplement their products, which Vitamin Shoppe achieves through in-app discounts and rewards. 

Mobile apps provide a window into the buyer journey. There's unlimited potential for brands to create meaningful, personalized, and exciting experiences for customers on mobile. 

Learn more about how the buyer journey can help your brand improve customer experiences by downloading our webinar recap. 

DOWNLOAD THE RECAP

Topics: Solutions Apps