Issues

Post-COVID customer service: Where AI can help

Post-COVID customer service: Where AI can help

While customers’ patience and expectations have changed with the pandemic, in many instances, they’ve reverted back to pre-COVID levels. Now with cities reopening, vaccination rates reaching 60% or higher in adult populations, and post-pandemic inflation hitting us, customers are out shopping, paying more and expecting more for their money. For retailers trying to meet their

Benefits-driven self-care can extend across many categories

Benefits-driven self-care can extend across many categories

Consumer commitment to self-care has skyrocketed over the past decade, and the effects of the COVID-19 pandemic further accelerated this shift. In fact, today, almost 70% of Americans prioritize taking action to support their health and wellness at least several days per wek. One of the largest historic drivers behind increased reliance on self-care is

Not all shoppers want the same rewards at the same time

Not all shoppers want the same rewards at the same time

There are many ways to keep customers loyal. Some shoppers are driven by low prices, while others are looking for an emotional connection to their store. Still others require constant incentives to cement their loyalty. The bottom line is that consumers are all different, and they respond differently to offers and promotions. Post-pandemic, consumer loyalty

Personalization is coming to the health marketplace

Personalization is coming to the health marketplace

The COVID-19 pandemic has made its mark on consumer health. Categories promoting prevention, immunity, active nutrition and wellness — especially vitamins and dietary supplements — outpaced the rest of the industry. In 2021, consumer health is expected to show broad-based growth, and interest in vitamins and dietary supplements will continue to develop. As consumers have

It’s critical to move data from silos to a unified structure

It’s critical to move data from silos to a unified structure

Data can be either an enabler or an inhibitor. Increasingly, organizations across the retail supply chain are recognizing the importance of centralizing data and harmonizing around a “single source of truth.” Having robust, accurate product data is absolutely critical for retailers in today’s landscape. Product information quality (including descriptive information and product images) is essential

The best new stores are innovative and inspirational

The best new stores are innovative and inspirational

The physical store was changing long before 2020, but the pandemic injected a dose of urgency into often-sluggish or piecemeal efforts. The pandemic not only redefined how people shop, it has forced companies to reengineer what stores need to look like now and will in the future. In recent months, as the world opened up,

The necessity of a comprehensive e-commerce platform

The necessity of a comprehensive e-commerce platform

The figures are jaw-dropping. E-commerce sales were rising steadily pre-COVID; however, they accelerated dramatically as the pandemic forced lockdowns and store closures across the United States. In fact, consumers went online for extra purchases to the tune of an additional $105 billion revenue last year, resulting in $790 billion total sales, according to Digital Commerce

Retailers are stepping up for the planet

Retailers are stepping up for the planet

Even as the swift spread of the Delta variant in the U.S. and other countries around the world brings renewed urgency to the battle against COVID-19, another, arguably graver, crisis continues to unfold. Climate change and its ability to wreak havoc on the natural environment is rapidly intensifying, a development that promises a time of

Online search attributes need expansion

Online search attributes need expansion

COVID-19 invoked a collective emphasis on health and wellness among Americans, causing shoppers to pay more attention to the products that they’re putting into and on their bodies. The majority of shoppers consider health and wellness issues and needs when shopping, whether they’re looking for foods that fit new lifestyles, shopping for nontoxic products, or

Don’t limit innovation; it’s the only route to a healthier world

Don’t limit innovation; it’s the only route to a healthier world

The last 18 months have been a tremendous reminder of the positive impact that American health care innovation delivers for patients when stakeholders work together. The coronavirus pandemic has been a terrible tragedy that challenged all of us. But the way the American health system has stepped up to that challenge is inspiring. From manufacturing

Amazon’s threat to Rx is real but not insurmountable

Amazon’s threat to Rx is real but not insurmountable

Amazon has spent the last few years methodically entering the retail pharmacy market. Powered by their day one attitude, over 100 million Prime households in the U.S., and a penchant for disrupting large, inefficient industries, Amazon is well positioned to disrupt and gain significant share of the U.S. pharmacy business. Doing this will further strengthen