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Articles by at Manhattan Associates
The Secret to Outstanding Customer Service: Empowering and Energising Store Associates
In the world of retail and service, the phrase “the customer is always right” has long been a guiding principle. Originally popularised by Swiss hotelier César Ritz, who is famous for the Ritz in Paris and the Carlton in London, this idea marked a significant shift in customer service. Back in the late 1800s, when consumer protection was minimal and “buyer beware” was the norm, Ritz’s emphasis on putting the customer first was revolutionary.
Strategies for Supply Chain Resilience in the Global Permacrisis Era
In recent years, the concept of ‘Permacrisis’—a term denoting prolonged periods of instability and insecurity, sparked by concurrent catastrophic events—has gained prominence. This term not only encapsulated the essence of 2022 but continues to hold relevance in 2024, affecting global supply chains and subsequently, the retail sector. The ongoing challenges underscore the critical need for robust strategies that enhance both supply chain resilience and retail operations.
Cart Abandonment: Reducing Friction at the Point of Conversion
In the fast-paced world of ecommerce, cart abandonment has become a significant challenge for retailers. With the rise of omnichannel fulfillment and the increasing demand for fast and convenient delivery options, the complexity of the fulfillment process has escalated. As consumers’ expectations continue to soar, the importance of delivery and pickup experiences has transitioned from afterthoughts to critical factors influencing buying decisions.
Direct-To-Consumer Growth Fuels Supply Chain Innovation
While the pandemic and subsequent ecommerce explosion drove strong demand for true omnichannel supply chain commerce solutions, it also fuelled a less immediately obvious longer-term move towards direct-to-consumer (D2C) fulfilment too.
Reimaging the retail store of the future
Few people in the retail chain would argue that the role of the store is the same as it ever was. With the rate of change accelerating like never before, consumers are throwing new challenges at retailers faster than they can implement solutions. Events of recent years have brought into focus the impact that the stationary store can have on retail businesses and opportunities to adapt a store to the changed landscape it now occupies.
Understanding Modern Retail Through the Gen Z Filter
Over the past decade retailers faced the challenge of managing their own digital transformation, while simultaneously scrambling to serve the needs of a younger and increasingly online-savvy audience – generally accepted as being digitally native. Today, brands are additionally tested to plan and accommodate for the increasing buying power of the emerging 11-24 age group of shoppers, colloquially known as ‘Gen Z’ or ‘Zoomers’.
Profitability, customer experience & environmentalism: Streamline ecommerce returns
While ecommerce has been a lifeline for many retailers over the last 18 months, the inadvertent explosion of returns has manifested itself as a major pain-point too. These days many retailers are struggling to address how to get the vast volumes of goods bought online returned either to stores, pickup-points or distribution hubs accurately, and back into your inventory and ready to be sold again?
The Competitive Landscape is Changing: What Amazon’s Physical Stores Will Mean for Asian Retailers
The decline of brick-and-mortar retail has long been discussed in the industry, to the extent that some alarmists started to talk about its inevitable death. However, recent reports of Amazon’s plans to create a network of physical retail outlets demonstrates that in-store shopping is far from ending up on life-support. In fact, brick-and-mortar retail still remains strong among consumers, and for retailers it continues to be a critical way to connect with customers and drive sales.
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