IntroductionMost things look different these days. How employees work, how we visit the doctor, even how we grocery shop. There’s no doubt the pandemic has reshaped how we operate on a daily basis. Customer experience is no exception to those changes. So how do you handle customer experience when the ultimate unexpected happens? In this second installment of Customer Experience During a Pandemic, we’ll dive into personalization and customer data.First, here are the latest headlines.Nike Announces Digitally-Focused StoreNike just announced a new digitally-focused concept store–Nike Rise. The retailer opened its first location in China, with plans to open more in 2021, according to a press release. The latest concept quote “responds to the pulse of sport in a Member’s city,” end quote. Customers will experience a "Nike By You" personalization bar with this new concept and a new app feature called Nike Experiences, that will turn their city into a quote, “digitally-enabled interactive playground”, end quote.  With digital experiences as the foundation of the new store concept, it’s clear Nike is leaning into the increasing importance of innovative omnichannel experiences. And with digital channels accounting for nearly 30% of total business in the quarter for the retailer and a shift to focus on direct to consumer purchasing in recent years, the emphasis on digital makes sense. https://www.retaildive.com/news/nike-opens-latest-store-concept-nike-rise/581404/ Uber Launches Grocery DeliveryNike’s not the only one making headlines for innovative solutions. Uber is launching U.S. grocery delivery this month, pushing into a booming market while it’s original ride-hailing model has likely taken a hit. The company will launch in Dallas and Miami, where the company recently soft-launched, before expanding to other cities. Deliveries will be handles by Cornershop workers, a grocery app acquired by Uber last year. And speaking of acquisitions, this news came just one day after Uber announced it was buying Postmates in a whopping $2.65 billion dollar deal.https://www.retaildive.com/news/uber-will-launch-us-grocery-delivery-this-month/581211/https://www.grocerydive.com/news/uber-buys-postmates-in-265b-deal/581054/ Walmart Reportedly Pushing Ahead with Prime Membership CompetitorIt’s no secret that Amazon and Walmart have been battling head to head for quite some time. The two retail and e-comm giants can almost cause whiplash with the back and forth strategy swaps and matches, like with Walmart’s rollout of one-day shipping at an eerily similar time as Amazon. But the competition may have come to a head. According to Recode, Walmart announced its Prime membership competitor back in March but had to delay the launch due to COVID. Now, according to Recode sources, the retail giant plans to push forward this month with Walmart+, a $98 dollar yearly subscription. Members would enjoy perks like same-day delivery of groceries and select merchandise, fuel discounts, and early access to product deals. While it’s too soon to predict how Walmart’s latest pushback against Amazon will fare, especially since so many of Walmart’s highest-paying customers are also Prime members, based on the company’s full-throttle strategic moves to grow its e-commerce business and further claim its authority in the competitive grocery space, I think the program could be a worthy competitor to Prime. Handling Customer Experience During a Pandemic: Data and PersonalizationCustomer data. In the digital age where privacy is a concern and transparency is key, it’s easy to go wrong. And in an environment where trust is more important than ever, it’s crucial to get it right. Collecting data is an essential element to superior online customer experiences. So what are the best practices for collecting data that’s useful without violating the trust of the very person you want to create that incredible experience for? Find your North Star. This was a golden piece of advice that Patrick Carney, the Director of Customer Service at 4Ocean, shared at the 2020 CXLife Virtual Conference. He explained that identifying your North Star, AKA the end goal or result you want to achieve, is key to knowing what data you should be collecting and how you want to use it. Because, as he puts it quote, “The first step is determining your North Star. From there, you can reverse-engineer all the data you’re trying to acquire and be able to piece that together. Step one is figuring out what is the experience you want and reverse engineering to be able to execute upon that.” end quote.Onto transparency. You had to know that was coming because any conversation about collecting data is usually followed by this word. But more than a buzz word, this should be a guiding principle when you’re approaching data. Trust is huge when you’re talking about providing a great customer experience. For lack of a better term, being shady will do the opposite of what you’re trying to achieve. Even the best of intentions without that transparent policy can work against you. KC Holiday, the founder of QALO, echoed this when he talked about collecting customer data at the Virtual Conference. He explained that when you start collecting customer data for the sake of collecting it and don’t make it clear to your customers what you’re doing with it and why, that can become a slippery slope. Truly understanding why you’re collecting data and connecting it back to how you’re crafting personalized experiences that stand out is crucial.KC went on to say that regardless of what you’re collecting now, there’s an opportunity to utilize what you currently have with the team that you already have in place in a way that improves customer experiences. That’s such an important piece of advice to take away and apply to almost everything in life. There’s an opportunity to optimize the processes you already have. You have the potential for improvement at every point in your CX strategy no matter who you are or what company you work for. Dive into what you already have and finetune how it can improve your customer’s experiences.Get creative, get innovative. ClosingThanks for tuning into today’s episode. If you want to explore even more content about all things CX, request to join the CXLife community. Not only will you have access to on-demand content from past events, you’ll gain access to a number of community perks including networking sessions and mentorship.  Until next time!

Today in Five with Vincent Phamvan

Handling Customer Experience During a Pandemic: Data and Personalization - 7/18/20

Welcome to Simplr® CXLife Today, a resource for staying up to date on the latest consumer trends, as well as retail, e-comm, and consumer technology headlines. I’m Madison Huffman with this week’s news.Curve, a banking platform that lets you consolidate all of your bank cards into one Curve card and app, has been quietly testing its planned “Klarna rival”.Buying used clothing is a trend that has skyrocketed within the past few years, with major players like The RealReal and thredUp leading the way in the industry. Walmart is betting the trend won’t slow down anytime soon. The company recently announced an e-commerce partnership with thredUp.On a promising note, the unemployment rate fell to 13.3 percent and employers added 2.5 million jobs in May.Speed matters when you’re talking to your customer. "The fastest growing brands are responding in under an hour." - CMO of Simplr, Daniel RodriguezEmpathy is more important than ever. Everyone you talk to is experiencing something entirely new and unexpected. Chris Vetrano, Head of Partner and Customer Engagement at Lyft, perhaps said it best during his panel session at the Virtual Conference. Quote, “We’re all in this together. We don’t know what tomorrow looks like. When -- or if --  we go back to normal, what is that going to look like? ...Come down on the human level of ‘Hey, we didn't anticipate this happening to you. We didn't anticipate it happening to us. So, we're going to work through this together.’Have you joined the CXLife Community yet? It’s totally free to join and get access to a vast array of perks, including listening to the virtual conference replay sessions on demand! 

Handling Customer Experience During a Pandemic: Speed and Empathy

Madison interview Julie Hogan, the VP of Customer Experience from Drift. She talks to Julie about the challenges she sees in the CX space today and Julie outlines the talk she will be giving at the upcoming CXLife conference.

Interview with Julie Hogan from Drift - 5/16/20

From the Simplr studios in San Francisco, this is your weekly briefing.  OpeningWelcome to Simplr® CXLife Today, a resource for staying up to date on the latest consumer trends, as well as retail, e-comm, and consumer technology headlines. I’m Madison Huffman with this week’s news.Shopify has continued to perform well, becoming Canada’s second-most valuable stock on the market just last week, according to Bloomberg. Now it’s pushing into the crowded mobile commerce space with its new Shop app in an effort to help small, local businesses that are struggling and compete with other e-commerce platforms experiencing a surge during the pandemic, like Amazon.First, here are the latest headlines.Amazon Topped 4 Billion Visitors in MarchAccording to data from LearnBonds, Amazon had over 4 billion visitors in March. The staggering number is more than the combined number of visitors to eBay, Apple, Walmart, and Samsung during the same period. LearnBonds also predicted that since no economies have been reopened at large yet, the number of online shoppers in April will also be high as consumers stay away from physical stores during safer-at-home orders.Curbside Pickup Catching OnStaying at home hasn’t stopped consumers from shopping, as evidenced by the staggering number of visitors for Amazon during March. While pure online players have had an advantage during the current pandemic, many brick-and-mortar stores have relied heavily on strategies like curbside pickup. The strategy was already becoming a popular trend with shoppers before the pandemic, but since concerns over social distancing and health safety, the fulfillment option has become a go-to. April 1st through the 20th saw a 208% surge in curbside pickup orders when compared to the previous year, according to Adobe Analytics. According to the president of commercial real estate services firm JLL’s Retail Advisory Team, the trend is here to stay citing that shoppers will likely be more hesitant to visit stores even once restrictions end. The model of delivery has proven to be valuable to both customers and retailers during an unprecedented time.Allbirds Releases New Style Amidst PandemicAllbirds, known for making sustainable wool runners, is making a push into the highly competitive market for athletic footwear. It’s a bold move to release a new product during a pandemic while simultaneously joining the ranks of powerhouse brands like Nike, Adidas, and Asics. When asked about the decision to release the new athletic style now, co-founder Tim Brown said the company has been working on perfecting the running silhouette for years and stated, “In the midst of all this, people are running...more than ever...we felt like the product was serving that purpose.” He also suspects that people are growing more comfortable with making purchases online and said that while the current circumstances present unique challenges, they’re trying to adapt just like everyone else to the situation.  Shopify Pushes Into Mobile Commerce With Shop App  According to a press release, Shopify debuted a mobile shopping assistant app called Shop. The app provides a range of services for users from product discovery, to payment, and real-time delivery updates. In the press release, Shopify positioned the app as a means of deepening connection and loyalty between consumers and their favorite brands in, “a world of increasing physical separation.”  Key feature of the app, including the spotlight of local brands and driving repeat business, could resonate with users. A recent survey from Ernst & Young found that 34% of respondents are willing to pay more for local products amid the pandemic. Small businesses in general have been at peril during the outbreak as store closures and safer-at-home orders have continued, forcing them to rely on pickup and delivery. Shopify is positioning the Shop app as a means of supporting those struggling at the moment.  At launch, Shop has its share of large brands, including several in the direct-to-consumer category. Allbirds, Universal Standard, ThirdLove, and Brooklinen are among the brands that were highlighted in a video promoting the app.  Shopify’s push into the crowded mobile commerce space comes as the company continues to perform well, becoming the second-most valuable company on Canada’s stock market just last week, according to Bloomberg. While it’s pushing into a crowded space, its focus on smaller, local merchants could help differentiate Shop from other e-commerce platforms seeing a surge during the pandemic, including Amazon.    ClosingWant to hear the latest innovations in CX from leaders at companies like Uber, Doordash, LinkedIn, and more? Register for the CXLife Virtual Summit on May 21st. Find the link to register below in the show notes: https://cxlife.org/cxlife-2020    Thanks for listening to CXLife Today. Until next time.   

Shopify Pushes Into Mobile Commerce With Shop App - 5/2/20

From the Simplr studios in San Francisco, this is your weekly briefing.  OpeningWelcome to Simplr® CXLife Today, a resource for staying up to date on the latest consumer trends, as well as retail, e-comm, and consumer technology headlines. I’m Madison Huffman with this week’s news.NBCUniversal is making its push into the shoppable commerce space. The company debuted its shoppable e-commerce platform, NBCUniversal Checkout, on Thursday.First, here are the latest headlines.Some Industries Still Reporting Strong SalesWhile many companies are facing the impact store closures have had on business, some industries are still reporting strong sales. Pet retailers like Chewy, PetSmart, and Petco saw a boost in sales during March as consumers stocked up on supplies for themselves and their furry companions before safer-at-home orders began. For the month of March, pet food dollar growth was up 24% from the previous year, while pet supplies dollar growth was up 10% from last year. In comparison, apparel sales in March fell a whopping 52% year over year, furniture sales fell 28.6%, and sporting goods fell 23.5%. The strong sales reported for pet retailers underscore the importance of pets to families and how COVID-19 has affected consumer’s purchasing priorities.  Sycamore Partners Trying to Back Out of Victoria's Secret DealSycamore Partners is now looking for a way to back out of its previously agreed-upon deal to acquire a majority stake in L Brands Victoria’s Secret. L Brands said on Wednesday that Sycamore delivered a notice to terminate their agreement. L Brands also said that Sycamore asked the Chancery Court of Delaware to allow it to rip up the agreement. The firm is now saying that by taking measures such as shuttering stores and laying off employees, L Brands violated its obligation to conduct business per the agreement between the two companies. L Brands said it will quote, “vigorously defend the lawsuit and pursue all legal remedies to enforce its contractual rights, including the right of specific performance,” end quote.  Target Gaining Market Share But Shedding ProfitsTarget revealed that while its gaining market share as shoppers shift to online shopping, it’s also shedding profits. The company’s digital sales are up 100% year-over-year since the beginning of February, with April sales increasing more than 275%. The company said they expect operating margins to drop by more than 5% in the first quarter.  Universal Ventures Into Shoppable Commerce With NBCUniversal  NBCUniversal just debuted a shoppable e-commerce platform. On Thursday, the company introduced NBCUniversal Checkout, a direct-to-consumer platform that allows companies to connect content with their e-commerce operations, according to a press release. With the platform, retailers can create branded and editorial on NBCUniversal properties with links to featured items, use NBCU codes to connect TV viewers with items shown and integrate NBCUniversal Checkout with their social media posts, the company said. It’s the latest effort on the part of NBCUniversal to bridge the gap between content and commerce. The company said it’s trying to ease the shift from physical stores to delivery and e-commerce in the wake of COVID-19 forcing stores to close.  NBCUniversal isn’t the only company venturing into the shoppable commerce space. On Wednesday, Google announced it would allow sellers to list products without selling fees, and began testing shoppable commerce on Youtube last May.  ClosingWant to hear the latest innovations in CX from leaders at companies like Uber, Doordash, LinkedIn, and more? Register for the CXLife Virtual Summit on May 21st. The tickets are free, the learnings priceless. https://cxlife.org/cxlife-2020Thanks for listening to CXLife Today. Until next time.   

NBCUniversal Ventures Into Shoppable Commerce With NBCUniversal Checkout - 4/25/20

From the Simplr studios in San Francisco, this is your weekly briefing.  OpeningWelcome to Simplr® CXLife Today, a resource for staying up to date on the latest consumer trends, as well as retail and e-comm headlines. I’m Madison Huffman with this week’s news.In an effort to improve current systems to keep up with a spike in demand, Instacart has rolled out two new features to add speed and flexibility for customers.First, here are the latest headlines.Bed Bath & Beyond Sells Off One King Lane BannerOn a call with analysts, the CEO of Bed Bath & Beyond, Mark Tritton, said they sold off its One King Lane banner to an unnamed third party. The retailer acquired the home decor site in 2016. He didn’t disclose how much the banner sold for on the call. It’s one of the retailer’s latest moves in responding to the effects the coronavirus has had on business. While store closures have hit the retailer, some of its banners that are deemed essential have remained open. BuyBuy Baby launched curbside pickup at the beginning of the month and fulfilled over 11,000 orders during the first week.  Streaming Services See Spike in Demand Due to Social DistancingWhile movie theatres have been crippled by the coronavirus and social distancing measures, streaming services have seen a spike in demand. The Starz app has seen a 142% increase in new customers since the stay-at-home orders began and a 44% increase in average viewership. Similarly, Disney’s streaming service, Disney+ announced it now had more than 50 million subscribers, twice the amount reported in February.  Procter & Gamble Q3 Sales Up 10%Procter & Gamble reported that its fiscal third-quarter U.S. sales surged 10% as consumers stocked up on staples like toilet paper and paper towels. Jon Moeller, both the CEO and CFO of Procter & Gamble, said that the coronavirus pandemic could change consumer behavior permanently when it comes to certain products. Net sales rose 5% to over $17 billion dollars.Grocery Delivery Services Adapt To Keep Up With DemandInstacart debuted two new features to speed up its service and add flexibility amid the coronavirus pandemic. With the company’s fast and flexible feature, customers can choose to have their order delivered by the first available shopper, rather than selecting a specific delivery window. The new order-ahead feature will let customers place orders up to two weeks in advance. Previously they could only place an order up to seven days in advance.  The features are an answer to some of the frustrations customers have expressed during a time the service is seeing a spike in demand. Other delivery services like FreshDirect, Amazon Fresh, and Shipt have all seen challenges during the pandemic, with the demand for grocery delivery skyrocketing. Instacart’s CEO said in a statement that the demand they’ve seen in the past few weeks was what the company expected to see in the next two to four years. The company has seen a 300% increase in customer volume year over year and has added over 150,000 additional shoppers to its pool of contractors in the past two weeks.  While these grocery delivery services are working to adapt their systems to the current circumstances and staffing up as quickly as possible, it is taking time to deal with the strain on their existing systems and course correct.  ClosingMost leaders feel overwhelmed when the unexpected impacts the customer experience. With Simplr customer service, you’ll always have on-demand staffing to answer every customer question–so you can be in control and stay focused on growing the business. Visit simplr.ai to learn more.Thanks for listening to CXLife Today. Until next time.   

Grocery Delivery Services Adapt To Keep Up With Demand - 4/18/20

From the Simplr studios in San Francisco, this is your weekly briefing.  OpeningThis is Today in Five with Madison Huffman, for today, Saturday, April 11th. Here are this week’s headlines.According to a report from App Annie, consumers spent over a whopping $23.4 billion dollars via app stores in the first quarter, becoming the highest quarter ever for consumer spending in that area. The App Annie report adds further context to how consumers are adjusting their media consumption and commerce online during the coronavirus pandemic.Here are the latest headlines.Panera Making Dairy Products and Bread Available for PickupAs common essentials like dairy products and bread become more difficult to find on the shelves at grocery stores, Panera is making these select items available on their menu for pickup or delivery. The food company is even offering select produce like tomatoes and avocado to its customers. Panera’s CEO said , “...it is an incredibly stressful time when it comes to putting wholesome food on the table, and we knew Panera could help...With this new service, we can help deliver good food and fresh ingredients from our pantry to yours, helping provide better access to essential items that are increasingly harder to come by.”Amazon Prime Day PostponedPrime Day, normally held in July, has reportedly been postponed through at least August. The e-commerce giant is also anticipating a $100 million dollar loss because it may have to deeply discount devices, according to Reuters. It’s yet another adjustment that shows how changing consumer behavior and the coronavirus pandemic are changing behavior both of shoppers and businesses.Walmart Hired 100,000 EmployeesWalmart has hired another 100,000 employees to keep up with demand during the pandemic. The company’s VP of Corporate Affairs said many of Walmart’s new employees come from hard-hit industries and are using the jobs to stay afloat until their traditional jobs come back online. The retailer has seen a surge in demand for products like hair color, beard trimmers, and sewing machines as shoppers stay indoors and make their own cloth masks.  A Report Reveals Mobile Apps Saw Record Spending In Q1According to a report from App Annie, consumers spent over a whopping $23.4 billion dollars via app stores in the first quarter, becoming the highest quarter ever for consumer spending in that area. Consumers spent $15 billion on iOS and $8.3 billion on Google Play. App Annie attributed the growth in app downloads and purchases to the COVID-19 outbreak, as governments impose quarantines and self-isolation, leaving consumers with more time to be on their mobile devices.The App Annie report adds further context to how consumers are adjusting their media consumption and commerce online. Ad Colony reported that mobile gaming increased 24 percent in the last two weeks of March as people consume entertainment through their mobile phones. A similar trend has emerged in the e-commerce sector. Grocery delivery apps have seen a spike in downloads as consumers shift their ordering online.    ClosingMost leaders feel overwhelmed when the unexpected impacts the customer experience. With Simplr customer service, you’ll always have on-demand staffing to answer every customer question–so you can be in control and stay focused on growing the business. Visit simplr.ai to learn more.Thanks for listening to this latest episode of Today In Five. Until next time. 

A Report Reveals Mobile Apps Saw Record Spending In Q1 - 4/11/20

From the Simplr studios in San Francisco, this is your daily briefing.  OpeningThis is Today in Five with Madison Huffman, for today, Monday, March 30th. Here are today’s headlines.The COVID-19 pandemic has drastically affected brick-and-mortar retail, but what about e-commerce? Some retailers are relying on digital sales to make up for lagging brick-and-mortar performance, but data shows even e-commerce has slowed for companies.Here are the latest headlines.Joann Stores Opening Classrooms to Help May Stuff for Healthcare WorkersJoann Stores has launched an effort to make items for healthcare workers. The arts and crafts retailer announced it would be opening its classrooms to any who would want to help make essential items for healthcare workers, including facemasks and covers, gowns, and other items to donate to American hospitals. Participating locations will offer sewing machines, materials, and guidance to help customers safely make the items. Classroom occupancy will be limited to adhere to CDC recommended guidelines for social distancing and local restrictions.  H&M Offers Supply Network to EUSweden’s H&M, the world’s second-largest fashion retailer, said on Sunday it would use its supply network to source personal protective equipment for hospitals in the European Union to help curb the spread of the coronavirus. H&M said it had offered the EU its help and was now trying to understand which needs were most urgent while working out what its supply chain could deliver. In an email, an H&M spokesperson said,  “The EU has asked us to share our purchasing operations and logistics capabilities in order to source supplies, but in this urgent initial phase, we will donate the supplies.”Allbirds Offering Free Shoes to Healthcare WorkersSustainable footwear company, Allbirds, is joining other retailers in finding ways to support healthcare workers during the coronavirus pandemic. The San Francisco-based company announced it is supporting healthcare workers in the United States by offering free shoes. In a tweet, the company said, quote, “We are donating shoes to anyone who works in healthcare and is on the front lines of fighting COVID-19 right now.” The company also added, “To our US healthcare community – we want to thank you for being on the front lines and helping to keep our communities healthy.”  COVID-19 And Its Impact On E-commerceCOVID-19 continues to impact retail around the globe. Many stores that are considered unessential are being forced to close to curb the spread of the coronavirus. While physical retail stores are closing, many businesses have turned to e-commerce to make up for the lack of physical foot traffic.  Some retailers are even waiving minimum order requirements to help e-commerce efforts along, like offering free shipping or free returns for a limited time. Yet, other retailers like Victoria’s Secret, TJMaxx, and Marshalls, have also halted their digital sales. Most site the need to protect workers in those operations and the goal of slowing the spread of the disease. Retailers that are continuing with their e-commerce efforts have sent assuring messages to customers detailing the efforts and steps they’re taking to sanitize distribution centers and extra measures to keep employees and consumers safe.  Pure-play retailers may have thought they’d escape the consequences of rapidly changing consumer behavior by running few or no physical retail spaces, but performance agency Within found that their revenue fell 63 percent on March 18 compared to its pre-virus benchmark period. Conversion rates were also at an all-time low at negative 35 percent versus pre-COVID-19.  The mixed responses and latest data show that even e-commerce isn’t untouched by the current circumstances as retailers scramble to drastically shift their strategies and operations.  ClosingMost leaders feel overwhelmed when the unexpected impacts the customer experience. With Simplr customer service, you’ll always have on-demand staffing to answer every customer question–so you can be in control and stay focused on growing the business. Visit simplr.ai to learn more.Thanks for listening to this latest episode of Today In Five. Until next time.   

COVID-19 And Its Impact On E-commerce - 3/30/20

From the Simplr studios in San Francisco, this is your daily briefing.  IntroductionThis is Today in Five with Madison Huffman, for today, Monday, March 23rd. Here are today’s headlines.Large retailers are making dramatic changes in light of the current COVID-19 pandemic. Companies like Amazon, Best Buy, Target, and Walmart have taken steps like increasing employee wages, hiring more employees, and providing paid leave as the economic landscape and consumer demand changes rapidly.Here are the latest headlines.COVID-19 Affecting Shipping and FulfillmentUnsurprisingly the COVID-19 pandemic is impacting shipping and fulfillment. New study findings from delivery experience management company, Convey, show that shipping volume for cleaning and household supplies is up 52 percent. At the same time, order fulfillment and delivery are experiencing significant delays. According to the findings, fulfillment time has increased by 40 percent during the past three weeks. The trend has been especially evident in large-format deliveries, indicating supply chain slowdowns.  Best Buy Goes "Contactless"Starting yesterday, Best Buy is limiting its U.S. stores to contactless curbside pickup, allowing only its employees into stores, according to a statement from the company. The company has also suspended its in-home installations and repair services, as well as its product trade-in and recycling services. The changes come in response to the rapidly evolving Coronavirus situation and as they see a surge in demand for products needed to work or learn from home.  Walmart Plans to Hire 150,000Retail giant, Walmart, is planning on hiring 150,000 people in the midst of the pandemic to help keep up with consumer demand. The roles would initially be temporary, though many will convert to permanent roles over time, Walmart said. The roles are based in the retailer’s stores, clubs, distribution centers, and fulfillment centers. The company also announced $550 million dollars in bonuses to reward its workers. Walmart’s President and CEO, Doug McMillion, said, “We know millions of Americans who are usually employed at this time are temporarily out of work, and at the same time we’re currently seeing strong demand in our stores...We’re looking for people who see Walmart as a chance to earn some extra money and perform a vital service to their community.”Target Increasing Benefits Amid COVID-19 OutbreakTarget joins Walmart on a growing list of retailers increasing the benefits for its employees in response to COVID-19. The company is investing more than $300 million dollars in added wages, a new paid leave program, bonus payouts, and associate and community relief fund contributions. Full-time and part-time hourly associates working in stores and distribution centers will receive a two-dollar pay increase through at least May 2nd. In addition, U.S. team members who are 65 or older, pregnant, or who have underlying medical conditions as defined by the CDC now have access to 30 days of paid leave if they prefer not to work. Target’s CEO Brian Cornell said, “With each passing day, it’s clearer how indispensable our team is to communities across the country as our guests cope with the coronavirus...Increasing their compensation for a job incredibly well done and ensuring continued compensation for those who need to care for themselves and their families is a reflection of our company’s values and simply the right thing to do.”ClosingMost leaders feel overwhelmed when the unexpected impacts the customer experience. With Simplr customer service, you’ll always have on-demand staffing to answer every customer question–so you can be in control and stay focused on growing the business. Visit simplr.ai to learn more.Thanks for listening to this latest episode of Today In Five. Until next time.   

How Large Retailers Are Responding To COVID-19 - 3/23/20

From the Simplr studios in San Francisco, this is your daily briefing.  IntroductionThis is Today in Five with Madison Huffman, for today, March 19th. Here are today’s headlines.There’s no escaping the dramatic effects of COVID-19 as it spreads across nations around the world. It’s changing the retail landscape dramatically as companies scramble to put safety measures into place, including shuttering stores temporarily to help flatten the curve.Here are the latest headlines.Amazon Making Major Changes Due to COVID-19As the coronavirus epidemic rages on, Amazon has limited Marketplace fulfillment to medical supplies and household essentials. According to a notice, Amazon has suspended the intake of most products from U.S. and European Union Marketplace sellers into its fulfillment centers through April 5th. The e-commerce giant is temporarily quote, “prioritizing household staples, medical supplies, and other high-demand products coming into our fulfillment centers so that we can more quickly receive, restock, and ship these products to customers,” end quote.  It’s one of the latest measures Amazon has taken as the current epidemic rapidly changes consumer behavior and effects how retail operates. The e-commerce giant will also open 100,000 full and part-time positions in its fulfillment centers and delivery network as it sees a spike in demand for e-commerce due to quarantines and social distancing. In a company blog post, Amazon described its labor requirements as,“unprecedented for this time of year.” Amazon will also increase pay for hourly workers by two dollars through April.  Retails Making Closures in Response to COVID-19Amazon isn’t the only company changing day-to-day operations. Retailers from Apple to Lululemon have joined schools, workplaces, and churches in shutting their doors temporarily to contain the spread of COVID-19. The American Dream mall in New Jersey announced last week it will be postponing the opening of several retailers and the DreamWorks Water Park, which was slated to open March 19th, and is temporarily closing the mall entirely. The closures come as the CDC recently recommended canceling or postponing gatherings of 50 or more people for the next eight weeks.  Grocery Delivery / Meal Delivery Subscriptions Seeing SpikesAs Americans across the nation practice social distancing, grocery delivery services like Instacart and Amazon Fresh have seen spikes in demand. But other food startups are also seeing increased consumer demand and we expect will continue to see increased demand for the foreseeable future.  Meal delivery kit subscription company, Blue Apron, has seen its stock prices more than double this week. Daily Harvest, which sells smoothies and soups, posted on social media that it was doubling its inventory in response to an increase in demand. Trade Coffee reported a 10x increase in new subscriptions and Real Good Foods, which sells a line of Keto-friendly foods, said it has seen a 20x increase in its direct-to-consumer business.E-commerce food businesses are facing a similar dilemma to makers of hand-sanitizers, soap, and other in-demand products, which is how to keep up with demand. While these food startups have only experienced sales bumps within the past few weeks, it’s likely to be a trend that sticks around and they’re preparing for the unprecedented demand for the foreseeable future. The chief marketing officer of Real Good Foods said, “People with autoimmune issues — they are not going to be going to Chipotle in 6, 12, 18 months because they are just scared. This is going to change behaviors, for sure over the next 18-24 months.”ClosingMost leaders feel overwhelmed when the unexpected impacts the customer experience. With Simplr customer service, you’ll always have on-demand staffing to answer every customer question–so you can be in control and stay focused on growing the business. Visit simplr.ai to learn more.Thanks for listening to this latest episode of Today In Five. Until next time.   

Coronavirus and the Impact on Retail - 3/19/20

Thanks for joining us on today’s episode of Today In Five. I’m your host, Madison Huffman, and I’m reporting on the latest headlines on digital disruption.Today’s Quick Headlines:Wayfair’s losses continue to grow despite the online home goods retailer’s continued sales growth.Shortly after selling a majority stake in its Victoria’s Secret brand, L Brands has big plans for its Bath & Body Works business.Panera launched an unlimited-coffee subscription last week that costs $9 dollars a month.Walmart’s Answer to PrimeWalmart just created its answer to Amazon’s Prime membership. Walmart+ is the retailer’s new subscription program that will offer perks such as unlimited same-day grocery delivery and more. Want to stand out? Simplr can help deliver wow moments for your customers through unparalleled customer service support. Visit simplr.ai to learn more. Resources:https://www.retaildive.com/news/wayfair-posts-eyewatering-985m-loss-for-the-year/573223/https://chainstoreage.com/bath-body-works-has-big-store-expansion-planshttps://www.businessinsider.com/panera-unlimited-coffee-subscription-cost-how-to-sign-up-2020-2https://www.retaildive.com/news/walmarts-answer-to-amazon-prime-is-in-the-works/573225/

Walmart Created Its Answer To Prime, Subscription Program Walmart+ - 3/2/20

From the Simplr studios in San Francisco, this is your daily briefing.  IntroductionThis is Today in Five with Madison Huffman, for today, Friday, February 28th. Here are today’s headlines in digital disruption.Amazon has debuted Amazon Go grocery this week, a cashier-less grocery store that further pushes the giant into the industry.  First, here are the latest headlines.Disney CEO Iger Steps DownDisney CEO Bog Iger has stepped down. The change will take effect immediately but will be staying on as the company’s executive chairman, Disney announced. Iger, who pushed back his retirement several times, will continue overseeing creative projects through 2021. In a statement, he said now was, “the optimal time,” to transition following the company’s launch of its direct-to-consumer business and completes its integration of 21st Century Fox.Target's Focus on E-Commerce "Paying Off"A new report from eMarketer revealed that Target’s focus on building its e-commerce operations is paying off. The company, who used to rank number 11 in the U.S. in e-commerce sales, is now poised to take the number 8 spot. According to eMarketer, Target’s e-commerce business will jump 24 percent in 2020 to $8.34 billion dollars and its share of the U.S. market will grow to 1.2 percent. Target will also inch past Costco this year, with only $10 million in online sales separating the two companies.Google Driving E-Commerce Sales Better Than Facebook and InstagramAccording to a new study, Google is a better driver of e-commerce sales than social networks Facebook and Instagram. The study suggested that the search giant reaches consumers who are more intent on making a purchase. Google’s ability to drive better sales and web traffic indicates a key difference in how consumers use the respective platforms. Google and Facebook, which owns Instagram, have boosted their e-commerce efforts over the past few years to address growing competition with Amazon, which has a rapidly growing digital advertising business and is the first place many consumers go to find a product.  Amazon Opens Cashierless Supermarket In Latest Grocery PushAmazon rolled out its checkout-free Go technology in a large grocery store and plans to license the cashier-less system to other retailers. Amazon Go Grocery opened on Tuesday and uses an array of cameras, shelf sensors, and software to allow shoppers to pick up items and walk out without stopping to pay or scan merchandise. Accounts are automatically charged through a smartphone app once shoppers leave the store.  The company has operated a string of Go-branded convenience stores since 2018, but improvements in camera technology and its use of algorithms have allowed it to build a larger-scale format. Amazon hopes the grocery store will serve as a showcase for its technology as it seeks to sell its systems to other businesses.Amazon’s cashier-less stores have inspired other retailers and tech startups to explore similar technology, including models that feature smart shopping carts. Some startups, including Grabango Co, have signed deals with regional grocery chains.  Go Grocery is part of a broader expansion of Amazon’s presence in grocery. Aside from the more than 500 Whole Foods stores, the company recently confirmed plans to start a separate grocery chain with human cashiers, with the first store planned for the Los Angeles area this year. Grocery delivery has also been a growing focus. Amazon has used Whole Foods locations to deliver food to customers, and the company also offers delivery in some areas through its Amazon Fresh unit.  As Amazon has gained a strong foothold in the industry, Walmart and Target have also ramped up their grocery delivery efforts. Walmart this month said online grocery sales helped boost its U.S. e-commerce revenue by 35 percent in the fourth quarter.  ClosingMost leaders feel overwhelmed when the unexpected impacts the customer experience. With Simplr customer service, you’ll always have on-demand staffing to answer every customer question–so you can be in control and stay focused on growing the business. Visit simplr.ai to learn more. That’s s-i-m-p-r.ai.Thanks for listening to this latest episode of Today In Five. We’ll see you tomorrow. 

Amazon Opens Cashierless Supermarket In Latest Grocery Push - 2/28/20

From the Simplr studios in San Francisco, this is your daily briefing.  IntroductionThis is Today in Five with Madison Huffman, for today, Tuesday, February 25th. Here are today’s headlines in digital disruption.Victoria’s Secret is being taken private after Sycamore Partners bought a controlling stake in the brand. The new deal will see Les Wexner step down and values the company at just $1.1 billion dollars.First, here are the latest headlines.Banana Republic Partnering with Postmates for On-Demand DeliveryBanana Republic announced it’s launching its first on-demand delivery service with Postmates in New York City and Southern California, according to a press release. Customers can buy their items on the retailer’s website and either select a buy online, pick-up in store option or choose delivery with Postmates, according to the release. The on-demand delivery function is meant to assist customers in addressing unforeseen wardrobe problems or getting customers the right clothing for different occasions. The on-demand option comes as Amazon has increased consumer demand for fast shipping, now offering free Prime one-day shipping, and retailers are feeling the pressure to keep up.Gap Inc. Partnering with ThredUPGap Inc. is the latest retailer to partner with ThredUP, a popular apparel resale site. The partnership will allow customers to turn in used clothing in exchange for credit at the company’s Gap, Banana Republic, Janie and Jack, or Athleta brands. Customers redeeming those credits will receive an additional 15 percent payout bonus, according to Gap Inc.’s press release. Starting in April, ThredUP bags or labels will be available at select stores in the U.S. Secondhand retail is a booming industry, with many other major retailers including the trend in their own strategy. Macy’s, J.C. Penney, and Madewell have announced their own partnerships with ThredUP in recent months.  Morgan Stanley Buys E*Trade for $13 BillionMorgan Stanley agreed to buy discount brokerage company E*Trade Financial Corp. for $13 billion dollars, pushing further into the retail market in the biggest acquisition by a Wall Street firm since the financial crisis. The all-stock takeover adds E*Trade’s $360 billion dollars of client assets to Morgan Stanley’s $2.7 trillion dollars, the companies said in a statement. The chief executive officer of Morgan Stanley said in an interview, quote, “It’s the continuing evolution of Morgan Stanley into a stable, well-diversified business,” end quote.Victoria’s Secret To Be Taken Private After Deal With Sycamore PartnersL Brands has agreed to sell a controlling stake in Victoria’s Secret to Sycamore Partners. Under the deal, Sycamore Partners will buy 55 percent in the lingerie chain and take it private, leaving L Brands with a minority stake. Longtime CEO and founder, Les Wexner, will also step down. The transaction values Victoria’s Secret at about $1.1 billion dollars, falling short of some analysts’ expectations.  The deal comes after months of speculation that a deal could be reached between the two companies. Victoria’s Secret has seen a decline in sales after competitors like ThirdLove and Adore Me launched with a focus on comfort and inclusive sizing. Les Wexner, who has been at the helm of the company since the beginning, announced he would be stepping down. In a message to employees, he said, quote, “I think about the endless possibilities ahead for this company. And I’ve thought about where I fit in the picture...In keeping with this same thoughtful examination, I have decided that now is the right time to pass the reins to new leadership,” end quote.Sycamore Partners has scooped up several troubled apparel brands and brick-and-mortar chains, including The Limited, Hot Topic, Nine West, and Staples. It’ll now be tasked with turning around the embattled lingerie brand who has seen a sharp decrease in sales and lost market share to its competitors.  ClosingFind out how Simplr can cut your customer service response time through cutting-edge technology and on-demand talent at simplr.ai. That’s S-I-M-P-L-R.ai.Thanks for listening to this latest episode of Today In Five. We’ll see you tomorrow. 

Victoria’s Secret To Be Taken Private After Deal With Sycamore Partners- 2/25/20

Tim is a co-founder of Vincero, a rapidly growing direct-to-consumer lifestyle brand based in San Diego. Vincero designs and manufactures modern accessories that elevate your look, last a lifetime and don't cost a fortune.Head to vincerowatches.com to find incredible watches and an incredible customer experience waiting for you. 

2/22/20 - Weekend Edition: Tim Nybo, Vincero Watches

From the Simplr studios in San Francisco, this is your daily briefing.  OpeningThis is Today in Five with Madison Huffman, for today, Tuesday, February 18th. Here are today’s headlines in digital disruption.The coronavirus epidemic has had a dramatic global impact, even on the global economy. Apple’s warning that it wouldn’t meet revenue expectations underscores those far-reaching effects.  First, here are the latest headlines.Rent The Runway Chooses Amazon Exec for Chief Supply Chain OfficerRent The Runway is tapping former Amazon exec as chief supply chain officer. Bringing on board a veteran in operations will help the popular startup fine-tune its supply chain. The company’s CEO and founder said, “Brian’s leadership and experience in operations and logistics will be a valuable asset to the company.”1-800-Flowers Purchases PersonalizationMall.com from Bed, Bath & BeyondBed, Bath & Beyond is selling its personalized gift e-retailer, PersonalizationMall.com to 1-800-Flowers.com for $252 million dollars in cash, according to press releases from the company. The flower and gifts site will get the PersonalizationMall.com website as well as a “new, state-of-the-art...production and distribution facility…” The deal is subject to customary closing conditions, including scrutiny under antitrust regulations, according to the companies, which say they have signed a definitive agreement. The CEO of Bed, Bath & Beyond said the sale would help streamline the company’s operations and hinted there may be more of that to come.  Bezos Gifts $10B to Fund Climate Change ProgramsAmazon’s CEO, Jeff Bezos, just made the second-largest charitable gift in recent history. The Amazon founder is giving $10 billion dollars to a new initiative that will fund programs to combat climate change. He announced the donation on Monday through an Instagram post. In his post, he said, “Climate change is the biggest threat to our planet. I want to work alongside others both to amplify known ways and explore new ways of fighting the devastating impact of climate change on this planet we all share...This global initiative will fund scientists, activists, NGOs — any effort that offers a real possibility to help preserve and protect the natural world.”Apple Warns It Won’t Meet Quarter Revenue Expectations Because Of Coronavirus EpidemicApple on Monday said it expects to fall short of revenue goals in the current quarter because of the coronavirus outbreak, underscoring the far-reaching effects of the virus on the global economy. In a statement to investors, Apple said that while factories in China were reopening, iPhone production in the company was ramping up more slowly than expected. The company said, “These iPhone shortages will temporarily affect revenues worldwide.” Demand for iPhones in China has also dampened, where all the company’s stores have shuttered, according to the statement.  Apple’s success over the last decade, its value increasing by more than $1 trillion dollars, has largely depended on its ability to harness the power of China’s massive labor force and its network of manufacturers who can meet the demand for the world’s most popular gadget: the iPhone. But that dependence on China is now at risk.  Apple’s announcement added to the mounting economic fallout from the coronavirus epidemic. Analysts expect the global economy to shrink this quarter for the first time since 2009 as a consequence of the outbreak.  ClosingThanks for listening to this latest episode of Today In Five. Don’t forget to subscribe and leave a review. We’ll see you tomorrow.   

Apple Warns It Won’t Meet Quarter Revenue Expectations Because Of Coronavirus Epidemic - 2/18/20

A daily briefing on digital disruption. This roundup includes top-tier updates on consumer trends, global policies, and business news that directly impacts the consumer, retail and digital space. Hosted by Vincent Phamvan of Simplr.

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Today in Five with Vincent Phamvan

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