Breakthrough Thoughts on Customer Obsession

Customers taking a selfie in the store

Today, retailers are finding that the best way to build retention and loyalty is through becoming a customer-centric company, and they're using emerging technology to help.

Download the webinar recap for "Customer Obsession: Retailers' Power Play for Victory."

Hear from top e-commerce executives about how their brands are focusing on the customer: 


One of the best ways to retain customers over time is to listen to them, and Poppin is maintaining two-way communication through live chat.

Our LiveChat feature is the top way that we interact with potential new customers. Approximately 71% of our business customers interact with one of these agents prior to making a purchase. LiveChat makes up about 80% of those interactions.
— Zack AbbellSenior Director of E-Commerce


Personalization is the leading digital strategy initiative among top brands this year, and Kohl's plans to use its understanding of their customers to send relevant offers.

With the ability to use new technology enablers to personalize our offers and therefore grow usage and adoption over time, we believe loyalty has the potential to be a driver of visits and transaction size in a significant way over a long period of time.
— Kevin Mansell, CEO

Neiman Marcus

Retail technology must be used to solve pain points in the customer journey. Neiman Marcus helps its beauty buyers by recording makeover sessions so they can recreate the look themselves later.

Customers can use the video to go back and look at the tutorial for how to use the beauty products. It solves a real problem for the customer. It also solves problems for my brand associates. They have this amazing clientele. She can go review a session and record all the products that were tried during the session.
— Scott EmmonsHead of the Innovation Lab


Customization is taken to a new level at Ivyrevel, where shoppers' daily habits and activities are monitored to create a one-of dress.

You install an app on your phone, and select why you need the dress. The technology is able to learn from your activities. It understands what you love to do and where you love to go. It gets to know you a bit better. It translates all of this into a dress with a unique personal story to it.
— Kenza ZouitenCo-founder


Many consumers are attracted to "see now, buy now" as fast fashion has its moment in retail. Nordstrom took notice and is attempting to keep their products fresh.

Customers are much more interested in buying now and wearing now. The idea that she would buy something and then put it in her closet for a couple of months until the weather changes — that has changed a lot over the years. And it’s not a great scenario for us.
— Pete NordstromCo-president

Customer Obsession: Retailers' Power Play for Victory

In a webinar with Forrester, we discussed how to build better shopping experiences by placing their customers at the core of their digital strategies. Discover how retailers are gaining actionable insights, personalizing mobile moments, and increasing retention.


Topics: Omnichannel Trends Solutions

[PRESS] Glossy: Why Apple Pay Is Poised To Beat PayPal In The Luxury Fashion Space

Apple Pay WelcomeSource: Glossy 

Glossy mentioned Branding Brand's study in a story about why Apple Pay is the perferred payment method for luxury fashion. 

Here's a clip: 

Indeed, a recent study from Branding Brand, the retail industry’s leading omnichannel commerce platform, found that, on average, customers who check out with Apple Pay spend 17 percent more than users who checkout with PayPal.

But brand adoption is still comparatively low for the platform: Of the 32 fashion and beauty brands Branding Brand surveyed, 78 percent offer PayPal, while only 6 percent offer Apple Pay. Although it couldn’t cite specifics, PayPal currently has the advantage, partnering with luxury brands like Calvin Klein and Ralph Lauren, according to its website. Apple Pay’s closest equivalent is Barneys New York.

Read the full story here. A copy of this story also appeared in Digiday

Topics: Trends Media Coverage Company

[PRESS] FierceRetail: Apple Pay Catches Up To PayPal As Preferred Payment Method

ApplePay.jpgSource: FierceRetail/Apple 

FierceRetail featured Branding Brand's study in its profile about Apple Pay shoppers. 

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Retail purchases made with Apple Pay are on the rise, and the service is now tied with PayPal as consumers' preferred method of mobile payment.

According to research from retail app platform Branding Brand, in-app purchases with Apple Pay increased 17% from March to April of this year. Overall, Apple Pay orders accounted for 26% of overall shopping app purchases in March, and those consumers are also spending more than those using other app payment methods. 

"Over the past year, Branding Brand saw a steady increase in mobile purchases made with Apple Pay," said Chris Mason, co-founder and CEO of Branding Brand. "What's more, Apple Pay users overall are spending more than they do with PayPal. On average, customers who checkout with Apple Pay spend 17% more than users who check out with PayPal."

In the survey, PayPal and Apple Pay tied for first place as users' favorites; Amazon Pay, Walmart Pay and Target Pay trailed behind.

"For Apple Pay to only be in existence for two years and be able to measure up to an industry giant is an extremely interesting finding for retailers," Mason told FierceRetail.

Mason reports that Branding Brand has seen a steady increase in Apple Pay adoption by consumers over the past year. And 57% of those surveyed said they use Apple Pay because it is fast and convenient. 

What would make more consumers use Apple Pay? Of those surveyed, 50% said loyalty rewards. Overall, 70% of Apple Pay users would like to see more retailers offering the system. 

"Apple this week reported Apple Pay transactions were up 450% from the same period a year ago, which demonstrates strong growth for the payments service," Mason added. 

Read the full story here.

Topics: Trends Media Coverage Company

This Week at Branding Brand: Pittsburgh Marathon and Brander Life

Topics: Company

New Launch: Jessica London Mobile Site

Jessica London mobile site

Congratulations to the team at Jessica London on its new mobile site! 

The site features colorful product photos as well as sort and filter options, so shoppers can narrow a search based on categories such as size, color, or sleeve length. Additionally, people can also sort apparel by price, top rated, or even Facebook likes.

Staying current with the conversational commerce trend, Jessica London's new mobile site includes a Live Chat feature. Answers are just a message away, and shoppers can receive associate advice in real time.

Does your brand lack a mobile presence, or are you looking to optimize what you already have? Either way, our experts are here to help.


Topics: Solutions Company Client