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Sephora Makes Strides Towards The Store Of The Future

Over the past few years, Sephora has implemented a variety of innovative technologies in stores that make the shopping experience more compelling. Now, the cosmetics retailer is moving towards a new store of the future concept designed to make the brick-and-mortar store more relevant for shoppers.

“Components of our store of the future outlet include enhanced digital signage, as well as dynamic in-store and in-mall promotional items,” explained Peter Chow, Lead IT Project Manager for Sephora. “We’re leveraging the data we have on our customers and providing them with an enhanced shopping experience.”

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5 Marketing Realities To Maximize Customer Lifetime Value

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In June I attended Retail TouchPoints’ Retail Innovation Conference (RIC) here in New York, and with a stated theme of “reimagining the customer experience,” I could not have felt more at home. I admittedly attended the conference with my own agenda — to persuade an audience on the power of personalization in driving customer lifetime value — but was thrilled to see many of the day’s sessions round out this thesis.

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Personalization Delivers Big E-Commerce Wins For National Pen

1 National Pen newFollowing the implementation of a new e-Commerce solution from Oracle, National Pen has seen its loyalty and retention rates rise significantly; and e-Commerce average order size is now 20% larger than the company's traditional direct mail orders. National Pen, a 60-year-old company, supplies personalized, branded products to more than 1.2 million customers in 27 countries.

Today at National Pen, "One plus one equals five," stated Dave Thompson, CEO, in an exclusive interview with Retail TouchPoints. "What has surprised us most is that we thought our new e-Commerce customers would be more transactional than loyal. But we've found that retention is higher than normal; average annual spend is outside normal; and we're attracting a new, different type of customer."

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Localization And Personalization Become Key For Successful Back-To-School Campaigns

Although it seems most Americans have just completed the school year, retailers are already planning their back-to-school initiatives. As they start planning their marketing campaigns and sales, retailers should keep personalization and localization top-of-mind.

After all, two thirds of students and 74% of parents say ads promoting nearby stores are the most likely to drive back-to-school purchases, according to a survey from Eyeview. This tactic, also known as localization, is more impactful than retargeting campaigns, which were spotlighted by only 34% of students and 26% of parents.

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CVS Health Opens Digital Innovation Lab In Boston

CVS has opened a Digital Innovation Lab in Boston, focused on developing digital services and personalization capabilities to make the personal pharmacy and health experience more accessible and integrated for shoppers.  The facility also will serve as a hub for the digital team at CVS Health, which will remain headquartered in Woonsocket, R.I.  With the introduction of the lab, CVS is doubling its investment in the digital arena, according to Brian Tilzer, Senior Vice President and Chief Digital Officer for CVS Health.

The lab is designed to bring digital innovation strategies to market quickly through a rapid test-and-learn program. The team will explore digital health through innovation in mobile, personalization, multi-channel e-Commerce, connected health and digital therapeutics. CVS Health also will pace its innovation by partnering with selected startups and mature companies in the digital and health care space.

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Keeping Up With The Times: Five Steps To A Personalized Retail Experience

VP site only Cayan head shotAs the lines between our virtual and physical worlds continue to blur, the brick-and-mortar retail experience is changing. And there’s a common trend among those retailers leading the way: A movement toward greater personalization.

But while in-store technology like beacons and interactive product displays is becoming more commonplace, large-scale adoption remains a work in progress, creating a less-than-ideal customer experience. A recent report from Google found that 79% of shoppers seek information essential to their purchasing decisions while in a retail store, but only two out of every three actually find the answers they need.

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