OCTOBER 2016 A MONTHLY RECAP OF THE DEVELOPMENTS WITHIN THE OMNICHANNEL ECOSYSTEM OMNICOMMERCE TRACKER TM powered by Is UX The Key To Mobile Wallet Breakout? Report shows 77 percent of merchants surveyed use mobile devices to enhance shoppers’ in-store experience Walmart acquires online marketplace Jet.com for more than $3 billion Study reveals 89 percent of consumers surveyed bought at least one physical gift card in 2015 51 percent of respondents say they would stop doing business with a retailer for late arriving holiday purchases, study shows
Transcript
OCTOBER 2016
A MONTHLY RECAP OF THE DEVELOPMENTS WITHIN THE OMNICHANNEL ECOSYSTEM
OMNICOMMERCE TRACKERTM
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Is UX The Key To Mobile Wallet Breakout? Report shows 77 percent of merchants surveyed use mobile devices to enhance shoppers’ in-store experience
Walmart acquires online marketplace Jet.com for more than $3 billion
Study reveals 89 percent of consumers surveyed bought at least one physical gift card in 2015
51 percent of respondents say they would stop doing business with a retailer for late arriving holiday purchases, study shows
AcknowledgmentSponsorship for the PYMNTS Omnicommerce Tracker was provided by Vantiv. Vantiv has no editorial influence over the Tracker’s content. In addition, the methodology for Tracker supplier rankings was developed exclusively by the PYMNTS.com research and analytics team. The methodology, scoring and rankings are done exclusively by this team and without input or influence from the sponsoring organization.
When it comes to the omnicommerce world, some of the biggest names from around the space have recently been busy implementing innovative strategies to both broaden their customer base and strengthen their payment offerings.
From augmented reality shopping to social media payment platform rollouts, companies are finding interesting ways to attract, engage and serve their consumers.
In addition to news stories from across the omni landscape, the October Tracker cover story features an interview with Leo Castro, vice president of product marketing and brand for BigCommerce, an eCommerce platform, about the opportunities and challenges of trying to eliminate virtual checkout cart abandonment and converting tech-savvy shoppers into buyers.
Additionally, the Tracker now has 45 players from around the omni space, including eight additions to the provider directory, including Barnes & Noble, Five Below, H&M, Lumber Liquidators, Restoration Hardware, Ross Stores, Safeway and Wet Seal, as well as a score update for Ikea.
The Tracker also keeps an eye on the recent news highlights from around the omnicommerce industry.
Here’s a look at some of this past month’s omnichannel headlines:Retail behemoth Walmart made a splash in the acquisition pool, acquiring online marketplace Jet.com for more than $3 billion. By bringing Jet.com into the fold, Walmart now has an opportunity to reach a segment of tech-savvy consumers while bolstering the company’s eCommerce base. As part of the deal, America’s largest retailer also agreed to pay $300 million in company shares to Jet.com, which is attempting to compete with eCommerce giant Amazon.
Meanwhile, HSN introduced augmented reality (AR) shopping via its new app to grow the company’s mobile user base. By providing customers with more than 1,000 images of different types of furnishings, they can visualize what products would look like inside their own homes. Consumers can scan a room using their smartphone camera, causing a 3D image of the item to be overlaid in the interior setting.
While HSN looked to grow its mobile shopper base, both Chase and Best Buy sought to do the same after reaching an agreement to allow the credit card company to offer its digital wallet, Chase Pay, via the retailer’s mobile app. The wallet, which enables consumers to purchase products and earn rewards, is also available for online users as well as at all of Best Buy’s 1,400 stores.
Is UX The Key To Mobile Wallet Breakout? Given the shift from traditional payment methods to alternative payments, such as digital wallets, not to mention the growing number of customers paying for goods and services using their mobile devices, there is clearly room for steadier, sizeable growth in mobile wallet adoption. But what will it take for widespread adoption to take place? The answer, as it turns out, may actually lie within merchant eCommerce experiences rather than the wallets themselves.
With nearly one in four consumers trying Apple Pay this year, according to the PYMNTS Apple Pay Adoption Tracker, there’s been a steady increase in use of and interest in using the mobile wallet since late 2014, when only 9 percent of those surveyed used it to make a purchase.
The 23 percent of users trying Apple Pay in June 2016 represents an upward trend instead of the decreasing percentage revealed in the two previous PYMNTS Apple Pay studies. With nearly 26 percent of shoppers unfamiliar with how the mobile wallet works, the 2016 survey shows that there is still a long way to go in educating consumers about Apple Pay and other digital wallets in general.
With this in mind, PYMNTS recently spoke with Leo Castro, vice president of product marketing and brand for BigCommerce, an eCommerce platform, about the opportunities and challenges of trying to eliminate virtual checkout cart abandonment and converting tech-savvy shoppers into buyers.
The answer, as it turns out, may actually lie within merchant eCommerce experiences rather than the wallets themselves.
Checkout conversion conundrumBigCommerce, which primarily works with companies in the $1 million to $50 million annual revenue range, has seen a significant shift to mobile usage by consumers. According to a recent survey by Interactive Advertising Bureau, 75 percent of mobile device users from 19 countries said they had made an online purchase via a smartphone or tablet in the past six months.
Castro said this mobile shift has posed a challenge for the company when it comes to developing website solutions for merchants to enhance the checkout experience for consumers.
The consumer-first focus is essential to tackling the challenge, he explained. “How do we make that experience fantastic for our customers and their customers? Really, the name of the game there is thinking through all the ways to optimize and reduce friction throughout the [checkout] process.”
Shopping cart abandonment happens at all stages of the checkout process, even before an item finds its way into the cart, Castro said. Some of the factors that play a role in the abandonment include having a poorly designed website, failing to keep customers engaged, having security concerns and the “cumbersome” process of entering card numbers and billing and shipping addresses on mobile devices, he added.
Reducing checkout friction while at the same time suggesting complementary products to what they’re buying is a balancing act retailers go through every day, Castro said. By failing to address both areas, merchants miss out on potential revenue.
One approach retailers can take to cut down on checkout disengagement is through the use of mobile wallets. Another potential way retailers can help circumvent checkout abandonment is in driving consumers to build store accounts, Castro said, which allows the same information that is typically collected at some other point in the checkout phase to be stored in the store account.
According to Castro, a trend the company has identified is an increase in mobile wallets to help speed through the conversion process. With that, BigCommerce has partnered with mobile wallet providers such as PayPal and, most recently, Apple Pay. The company also has plans to integrate several other digital wallets in the near future, he said.
Does mobile, in fact, unlock the sky’s limit?BigCommerce has seen a three-fold increase in mobile usage over the past four years, according to Castro, and with that boost in mobile activity, he believes digital wallets will follow along that same trajectory.
“I think they’re going to go hand in hand,” he said. “Just that sheer convenience play of not having to enter in the 16-digit number, not having to put in your full name and being able to check out just by logging in” makes it easier for consumers, he said, adding that
75 percent of mobile device users from 19 countries said they had made an online purchase via a smartphone or tablet in the past six months.”
hardware vendors layering in biometrics makes the shopping experience even faster by eliminating login friction.
When it comes to the mobile device effect on how customers interact with shopping carts and digital wallets, Castro said he’s been “amazed” by how much browsing now occurs on mobile devices considering how everyone is seemingly on the move. Smartphone ubiquity, he said, has driven the behavior.
A smartphone user typically begins the shopping process by logging into an eCommerce account, Castro said, followed by browsing products at one location, putting them into a virtual shopping cart and then later finalizing the purchase at another location.
“So then you can go and if [for example] you’re on the bus and you see something that you like and you put it into a wish list or a shopping cart, you can go home and then complete the transaction,” he added. “It plays a key role in terms of engaging customers.”
Importance of nailing UXMobile will continue to drive adoption and shape the conversation around the future of digital wallets and eCommerce, Castro said, adding that the trend ties directly to online design.
A merchant’s digital experience needs to be appealing across the board — a responsive design that can be beautiful even if you look at it on a mobile device, he said.
The appeal of design and positive user experience goes on to influence a consumer’s likelihood to complete a transaction. And this experience extends all the way into the shopping cart, he said. “I would say the shopping cart is a key part of that experience in terms of engaging and converting customers, but it’s part of the bigger package that our retailers have to face.”
Castro said it’s important for companies with brick-and-mortar locations to not only have a great storefront, but also to have a sleek online presence that also offers personalization and convenience to shoppers — whether it means providing the next level of in-store customer service or a range of payment options online.
“As consumers we’ve become accustomed to looking at design and having that be a part of the consideration about whether we want to engage with a particular retailer,” he said. “Just look at the key consumer brands that are out there now, whether it’s Apple or Tesla or even a lot of the fashion brands. They’ve put a lot of premium on design, and I think that means it’s going to put a lot of pressure on retailers to think about how well designed their sites are.”
As this thinking goes, could the innovative Tesla consumer experience, as a high-profile example, influence the eventual mass adoption of mobile wallets? Stay tuned: It may be a bit of a drive.
A smartphone user typically begins the shopping process by logging into an eCommerce account.”
Omnicommerce Scoring MethodologyIn a retail environment where traditional consumer shopping norms and habits are being disrupted by the rapid adoption of new technologies, retailers are now, more than ever, looking for alternative strategies to ensure the future viability of their businesses.
Many merchants are progressively adopting omnichannel solutions that create a seamless shopping experience for their customers, allowing them to shop for all products and services whenever and wherever they want.
This Tracker, on a monthly basis, documents the moves these progressive retailers are making. The retailers are scored on their omni-readiness through three critical lenses:
Customer Engagement – 50% of weightStrategies merchants are employing to drive customer engagement in-store and online. These include loyalty programs, contextually relevant offers, and leveraging data to make relevant product recommendations.
Features measured include the possibility to sign up online to receive marketing messages, ability to set preferences, “like” or share products, see product details and reviews on the website, enter coupons or sign up for rewards, and customer engagement through beacons.
Customer Enablement – 10% of weightTools merchants are deploying to arm customers with the ability to shop and buy whenever and wherever they want including apps, enabling payment within the app, location-based services, and the ability to shop and fulfill purchases regardless of channel.
Features measured include iOS and Android apps.
Customer Service – 40% of weightWays in which merchants are stepping out from behind-the-counter to deliver enhanced shopping experiences such as, among others, mobile-point-of-sale and ability to check inventory in real-time.
Features measured include the possibility of receiving online purchases delivered for free, buying online with pick up in store (BOPIS), seeing stock online, get live help online, and if store associates have any mobile device to help customers (i.e. inventory or making a purchase with an mpos).
Chico’sFAS is an omnichannel specialty retailer of women’s clothing and accessories that connects to its customers on eight different mediums, including print, web, television, mobile and brick and mortar store locations. The company currently operates over 1,500 stores in the U.S. and Canada and supplies merchandise in Mexico through franchises.
2 Tie
92Home Depot is a home improvement supply chain that clocked $4.7 billon in sales in fiscal year 2016 marking a 25 percent year-over-year growth. The company credited its efforts to interconnect its digital platform with brick-and-mortar stores as a major factor fueling its growth.
2 Tie
92Nordstrom, which has been operational for more than 100 years, runs 329 stores between the U.S. and Canada. The fashion specialty retailer offers products through its physical locations, online and via its mobile app.
2 Tie
92Office Depot, which first opened in Florida in 1986, runs about 1,800 stores globally. The office products and services retailer has nearly 50,000 employees and generates revenue in-store, online and via the mobile app.
5 Tie
89Footlocker is a footwear and sportswear retailer that has leveraged its sturdy supply chain infrastructure to power its omnicommerce strategy, which lays special emphasis on providing its customers complete visibility into its product inventory and releases.
89Walgreens Boots is an American drugstore chain that operates more than 7,500 stores nationwide. The company sells products online, in-store and through its mobile app.
7 Tie
87The Cincinnati, Ohio based department store chain operates in 850 department stores in the U.S. and its surrounding territories, and reported over $27 billion in sales in fiscal year 2015. The retail chain’s succeeding CEO Jeff Gennette, who will take up the position in first quarter of 2017, has said, the company’s new focus would be on driving its omnichannel customer engagement.
7 Tie
87The retail giant is currently focusing on making several of its exclusive in-store shopping experiences available online. As part of its omnicommerce strategy, the company is working on connecting its merchants with online stylists that handpick merchandise for customers over live-chat and emails.
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Bass Pro Shops is an outdoor gear supplier that sells camping, fishing, hunting, nature gifts and other products through retail stores, a mobile app, website and mail-order catalogue.
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The clothing retailer is increasingly focusing on its omnicommerce strategy to revive its overall sales. Last year, the company hired Mike Amend as its new executive VP of omnichannel to enable its brick and mortar stores and eCommerce offerings into providing one seamless shopping experience.
EngageA new report by Kibo, a cloud-based omnichannel commerce platform, examined the gap that exists between online and in-store shopping experiences for consumers. Kibo, with assistance from Worldwide Business Research, surveyed more than 80 in-store retailers from different business segments such as digital commerce, marketing and operations. About half of those surveyed in the In-Store Meets Online: Unifying the Retail Customer Experience report said their tech doesn’t support omnichannel features, including in-store pickup and shipping from the store. Being able to fully integrate business tech is a significant indicator as to whether a company will be successful with their omnichannel plan, according to the report.
Other highlights from the report include:
• 77 percent of merchants are using mobile devices to improve the in-store shopping experience.
• In the next year, 42 percent of retailers intend to offer in-store pickup.
• About one in four retailers said they don’t have a specific marketing plan.
Going socialA recent study by Rational Interaction found that nearly 93 percent of companies surveyed were not successful at meeting consumers’ expectations on social media. The study revealed that 58 percent of Twitter users who contacted a brand directly didn’t receive a reply addressing their concerns. The study also proposes that brands have a separate customer-focused Twitter handle to deal with consumer problems. Of the companies that have this type of handle, only 4 percent of messages directly sent to it didn’t receive a response.
To kick off the fall season, UGG released a 24-hour Snapchat lens in the U.S. featuring Rosie Huntington-Whiteley. The actress and model appeared in a video entitled “Rosie’s Everyday Survival,” which is the second of five videos of the digital initiative. In the video, Huntington-Whiteley incorporates UGG products into her autumn wardrobe. Fans of the company who participated in the campaign were encouraged to post images of their favorite looks, memes and comments made on Snapchat to their Twitter accounts.
LoyaltyRetail chain Target is bolstering its newest rewards program, dubbed Cartwheel Perks, which was released in four cities and will eventually be launched throughout the U.S. The loyalty program is built into the Cartwheel app and offers members an array of free prizes, ranging from coloring books to laundry detergents. Consumers get 10 points for each dollar spent, and there are also limited-time deals where bonus points will be added to their accounts if they purchase a participating product. No date has yet been announced for a nationwide release.
Prepaid gift card provider Blackhawk Network conducted a study focusing on consumers’ thoughts and use of egifts. More than 1,000 people participated in the June 2016 study, which found that 89 percent of those surveyed bought at least one gift card last year and 71 percent of that same group also purchased a minimum of one egift during the same timeframe. The study also revealed that 91 percent of respondents purchased egifts because they were deemed to be fast and easy to buy.
PersonalizationCustomer science company dunnhumby and retail chain Office Depot announced that they are continuing their partnership. In the past year, the companies worked together to improve the way Office Depot uses consumer data. According to a press release, dunnhumby’s assistance has enhanced the omnichannel shopping experience for the office supplies retailer while also increasing customer loyalty.
Crate and Barrel recently picked Moxie Software to use the company’s software-as-a-service (SaaS) solution to increase consumer engagement and shopping experiences. SaaS also provides Crate and Barrel with ways to reach out to smartphone and other mobile device users. After experiencing a 30 percent spike in mobile traffic over the past year, Crate and Barrel determined Moxie Concierge could help improve checkout conversions and boost sales.
EnableA semi-annual report by Criteo examined mobile commerce trends that can be used by marketers trying to put together effective business strategies. In the first half of this year, large U.S. retailers increased their mobile sales to 52 percent from 40 percent in the same time frame in 2015. Meanwhile, all retailers saw their mobile share of online transactions increase by 17 percent year over year.
Here are some other key highlights from the report:
• The average mobile share of retail eCommerce transactions for all U.S. merchants increased to 35 percent in the first half of 2016 from 30 percent in the second quarter of 2015.
• Japan and the U.K. are the only global communities where mobile transactions have surpassed the number of sales completed via a desktop computer.
• Fashion and Luxury merchants led all other retailers in various industries for the U.S.’ mobile share of retail eCommerce sales, while Home finished at the bottom of the pack.
Source: State of Mobile Commerce: United States H1, Criteo, 2016
Mobile paymentWalmart recently finalized a deal to acquire online marketplace Jet.com for $3 billion in cash. The retail behemoth also included $300 million in company shares in the deal. The acquisition, which was announced on Walmart’s Instagram account, expands the company’s significant eCommerce base. Jet was trying to provide eCommerce giant Amazon with some competition.
HSN recently delved into AR for its newly released mobile application. The AR app can now be accessed via two of HSN’s brands: Ballard Designs and Frontgate. The technology, developed by Cimagine, was developed to enable consumers to virtually see products they are considering purchasing inside their own homes using images. There are more than 1,000 photographs of various home décor items that can be used. Using their mobile device’s camera, users can scan a room and the product will appear in 3D.
Domino’s recently broadened its omnichannel approach by enabling U.S. customers to order via Facebook Messenger. Consumers have the option of repeating similar orders previously placed or making an Easy Order, which involves entering an order through their online account. The same type of service was introduced to consumers in Ireland and the U.K. over the summer. To place an order, a customer can begin the process by tapping the pizza emoji or pressing the Easy Order or Recent Order buttons.
Chase announced that it has reached an agreement with Best Buy that will allow the credit card company to offer its mobile wallet for in-store, online and mobile customers. Chase Pay enables consumers to buy products and earn rewards at the same time. The deal is intended to give customers seamless POS transactions. According to Chase, the partnership was a natural fit because 70 percent of U.S. residents live within 15 minutes of a store.
ServeA recent Ovum-TMT Intelligence report on omnichannel customer support revealed that 83 percent of consumers use mobile applications for assistance — up 19 percent from two years ago. During the same time frame, customers using websites for help rose 7 percent to 64 percent. Additionally, 82 percent of consumers cut ties with a business after experiencing poor service.
The report also notes how call centers offer or intend to offer mobile support solutions such as:
• Mobile responsive websites (69 percent)
• Mobile apps (58 percent)
• Mobile chat support (56 percent)
Source: Get It Right: Deliver the Omni-Channel Support Customers Want, Ovum-TMT Intelligence, 2016
ManagementA recent holiday retail study, sponsored by Radial and conducted by CFI Group, found that 51 percent of those surveyed said holiday purchases arriving late would prevent them from shopping at that retailer in the future. The study reveals that 77 percent of the consumers surveyed said they are somewhat to very likely to share their shopping experiences via a social media platform. Almost 9 out of 10 respondents said they would boost their overall order size to receive free shipping. More than 500 people participated in the survey.
Risk analytics provider Provenir recently announced that Rent-A-Center is using the company’s solution aimed at helping process consumer applications at a faster rate. Provenir Cloud, which will serve as hub for linking various data types with risk models, processes applications for lease purchase agreements tied to Rent-A-Center’s Acceptance Now division.
Google’s parent company Alphabet announced the first phase of the drone-delivery project, dubbed Project Wing, which focuses on drones delivering Chipotle food to Virginia Tech students. The implementation comes after the FAA approved drones for commercial use. The drones begin at a Chipotle truck, pick up a burrito and then fly it to a student’s address.
Buy online, pick up in storeIKEA plans to generate new growth by building a stronger omnichannel program. It was recently reported that the furniture retailer has opened nearly 20 click-and-collect points in 2016. By adding this omni extension, the company hopes to better determine how to stock items at different retail locations.
JCPenney’s investment in omnicommerce appears to be working after implementing tech for its buy-online-pick-up-in-store program and mobile application. The redesigned mobile app offers customers coupons and rewards program accessibility. The retailer saw sales increase in Q2 2015 by 1.5 percent, generating $2.9 billion in revenue.
CheckoutShell Retail and Revel Systems partnered to offer an iPad POS system at gas pump sites. Revel’s tech system is aimed at helping companies keep track of payments. The technology involves using a cloud platform and APIs that provide businesses with current data.
Outdoor pay terminals were recently installed at Rutter’s Farms Stores’ gas pumps. NCR Optic accepts contactless payment forms and credit or debit cards. A 2D barcode scanner was built into the terminals, which feature either a 5- or 12-inch screen. Rutter’s runs several dozen food and gas sites.
American Eagle OutfittersAmerican Eagle Outfitters sells clothing and other accessories. The company, which has more than 1,000 stores, sells products at its brick-and-mortar locations, online and through its mobile app.
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AppleApple is a multinational technology giant that has optimized its retail platform for extending omnichannel experience in-store, on its website and mobile app.
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Barnes & NobleBarnes & Noble, Inc., is a Fortune 500 company and retailer of content, digital media and educational products. The company operates nearly 650 Barnes & Noble bookstores in 50 states and an e-commerce site.
Scorecard – Providers are listed in alphabetical order
Bass ProBass Pro Shops is an outdoor gear supplier that sells camping, fishing, hunting, nature gifts and other products through retail stores, a mobile app, website and mail-order catalogue.
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Bed Bath & BeyondThe domestic merchandise retailer offers a wide variety of products including bed linens and related items, bath items, and kitchen textiles, as well as home furnishings. The company sells products online, in-store and through its mobile app.
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Best Buy Co. Inc.Best Buy is a consumer electronic corporation that generates close to $40 billion in revenue annually. The company began its omnichannel program four years ago as it reported heavy loses in sales and revenue. Since then, the company has realigned its omnichannel strategy with new initiatives that provide a unified experience to its customers whether they are shopping online or at its brick-and-mortar locations.
Chico’s Fas Inc.Chico’sFAS is an omnichannel specialty retailer of women’s clothing and accessories that connects to its customers on eight different mediums, including print, web, television, mobile and brick and mortar store locations. The company currently operates over 1,500 stores in the U.S. and Canada and supplies merchandise in Mexico through franchises.
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Costco WholesaleCostco Wholesale, a global membership retail club, operates in several countries. The company sells products online, in-store and via its mobile app.
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Dollar GeneralDollar General, a discount retailer, has nearly 13,000 locations nationwide, and sells food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items. The merchant sells products online, in-store and through its mobile app.
Dollar Tree Inc.Dollar Tree is a discount retailer that has more than 5,000 stores and 10 distribution centers in America and Canada. The company sells products in-store, online and via its mobile app.
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Family DollarFamily Dollar is a discount retailer that sells products at more than 8,200 stores in America. The company sells products in-store, online and via its mobile app.
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Five BelowFive Below is a retailer with 440 stores in 27 states. The company, aimed at teens, pre-teens and their parents, sells products in several different in-store “worlds,” including Candy, Crafts, Now, Party, Room, Sports, Style and Tech. The company sells products online, in-store, and via the mobile app.
Foot Locker Inc.Footlocker is a footwear and sportswear retailer that has leveraged its sturdy supply chain infrastructure to power its omnicommerce strategy, which lays special emphasis on providing its customers complete visibility into its product inventory and releases.
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Gap Inc. (Gap)Gap Inc. is a global American clothing and accessory retailer. The company operates about 3,700 stores worldwide, including 400 franchise stores. Some of its omnicommerce offerings include, “find in store,” “reserve in store,” and “ship from store” among others.
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GordmansGordmans is an American retailer that sells brand-name items and apparel at discount prices. The company operates 103 stores in nearly two dozen states and offers an online shopping site.
Gap Inc. (Old Navy)The clothing and accessory retail chain is owned by Gap Inc. Since 2014, the company has been increasingly relying on implementing omnichannel tools to improve upon its struggling sales.
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H&MH&M is a Swedish fashion retailer. In 2015, it added nine European countries for online selling. It also made a recent eCommerce push that included an updated website and steps to connect its web and mobile assets with its stores.
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Home Depot Inc.Home Depot is a home improvement supply chain that clocked $4.7 billon in sales in fiscal year 2016 marking a 25 percent year-over-year growth. The company credited its efforts to interconnect its digital platform with brick-and-mortar stores as a major factor fueling its growth.
IkeaThe Swedish furniture maker has built upon its omnicommerce strategy with tools that allow its in-store customers to look up products and their rates online by entering serial number on their mobile device.
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J.C. Penney Co.The clothing retailer is increasingly focusing on its omnicommerce strategy to revive its overall sales. Last year, the company hired Mike Amend as its new executive VP of omnichannel to enable its brick and mortar stores and eCommerce offerings into providing one seamless shopping experience.
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Kohl’s Corp.The department store retail chain has added on its omnichannel offerings with nation-wide rollout of services like buy online, pick up in store (BOPIS) and options like ship from store. Since late last year, the company has been experimenting with same-day delivery and has also made it available to in several cities across the U.S.
Kroger (QFC)Kroger is one of the largest supermarket chains in the U.S. As part of its omnichannel strategy, the company offers personalized shopping experience services such as order groceries online and pick them up at local store, customized coupons, mobile shopping and product delivery.
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Lumber LiquidatorsLumber Liquidators is a retailer of hardwood flooring in the U.S. The company sells products online, in-store and via its mobile app.
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Limited (Victoria’s Secret)Victoria’s Secret in the largest American retailer of lingerie, womenswear and beauty products. The company is pushing to further improve on its omnichannel strategy as it looks into enhancing its digital offerings. The company is reportedly cutting 200 jobs at its headquarters as it parts away from catalogs.
Macy’s Inc.The Cincinnati, Ohio based department store chain operates in 850 department stores in the U.S. and its surrounding territories, and reported over $27 billion in sales in fiscal year 2015. The retail chain’s succeeding CEO Jeff Gennette, who will take up the position in first quarter of 2017, has said, the company’s new focus would be on driving its omnichannel customer engagement.
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MenardsMenards, which launched in 1958, operates more than 280 stores nationwide. The home improvement retailer makes sales through multiple methods including at its stores, online and through its mobile app.
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MichaelsThe art supply retailer has over 1,262 stores in North America and reportedly saw $4.7 billion in sales in 2014. The company has so far focused on building it building its omnichannel strategy exclusively for its web and in-store platform.
Nordstrom Inc.Nordstrom, which has been operational for more than 100 years, runs 329 stores between the U.S. and Canada. The fashion specialty retailer offers products through its physical locations, online and via its mobile app.
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Office Depot Inc.Office Depot, which first opened in Florida in 1986, runs about 1,800 stores globally. The office products and services retailer has nearly 50,000 employees and generates revenue in-store, online and via the mobile app.
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Pep BoysPep Boys is an automotive aftermarket retail chain selling parts and services at more than 800 stores nationwide. The company sells products in-store, online and through its mobile app.
Restoration HardwareRestoration Hardware is a luxury brand in the Home Furnishings marketplace. Its business is fully integrated across multiple channels of distribution, consisting of stores, catalogs and websites. The company positions its stores as showrooms for the brand, while catalogs and websites act as virtual extensions of stores.
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Ross Stores, Inc.Ross Stores is a Fortune 500 company operating more than 1,270 stores in 34 states, Washington, D.C., and Guam. Consumers can make purchases online, in-store and via the mobile app.
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SafewaySafeway, which has more than 1,300 retail stores, offers groceries across the U.S. The company sells products via in-store, online and the mobile app.
SaksThe retail giant is currently focusing on making several of its exclusive in-store shopping experiences available online. As part of its omnicommerce strategy, the company is working on connecting its merchants with online stylists that handpick merchandise for customers over live-chat and emails.
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Sears HoldingsThe department store chain currently operates over 700 stores in the U.S. The company has a dedicated omnichannel program called “Shop Your Way,” which provides in-store and curbside pickup to its customers.
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Staples Inc.Staples opened in 1986, has more than 2,000 stores worldwide. The office supply retail chain generates revenue through various channels including at its brick-and-more stores, online, catalogues and mobile app.
Tiffany & Co.Tiffany & Co., the New York City-based luxury good retailer has laid special emphasis on using social media as an important element of its omnicommerce strategy. The company reportedly has one of the highest user engagement rates on social media platforms such as Facebook, Twitter and Instagram.
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Toys R UsThe global retail giant sells toys and juvenile-products in over 1,800 store locations. The company has adopted a “Tru Transformation” strategy that focusses on enhancing its customer experience on multiple channels, drive its online and in-store sales, and save operational costs.
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Tractor SupplyTractor Supply, which operates roughly 1,500 stores nationwide, was founded in 1938. The home improvement and agricultural retailer generates sales through multiple channels, including its website, mobile app, catalogue and at brick-and-mortar locations.
True ValueTrue Value Company is a hardware retailer with more than 4,500 independently owned retail stores and thousands of trading partners. The company sells products via its mobile app, online and in-store.
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Vitamin ShoppeThe Vitamin Shoppe, founded in 1977, runs more than 700 stores in the Canada, Puerto Rico and the United States. The company sells products in-store, online and via mobile.
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Walgreens Boots Alliance, Inc.Walgreens Boots is an American drugstore chain that operates more than 7,500 stores nationwide. The company sells products online, in-store and through its mobile app.
Wal-Mart StoresWalmart is a global retail corporation that operates over 6,000 stores globally. The company is rapidly improving upon its omnicommerce strategy to increase its market share in the U.S. and elsewhere as it competes with eCommerce giants like Amazon.
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West Marine Inc.The outfitter of recreational boating products and gear was founded in 1968 and currently operates nearly 300 stores. The company sells more than 75,000 products online, in-store and through its catalogue.
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Wet SealWet Seal offers fashion apparel, footwear and accessories for young women through retail stores across the U.S. Products can also be purchased via the company’s eCommerce website. The company currently operates 168 stores in 40 states.
VantivVantiv, Inc. (NYSE: VNTV) is a leading payment processor differentiated by an integrated technology platform. Vantiv offers a comprehensive suite of traditional and innovative payment processing and technology solutions to merchants and financial institutions of all sizes, enabling them to address their payment processing needs through a single provider. The company builds strong relationships with our customers, helping them become more efficient, more secure and more successful. Vantiv is the second largest merchant acquirer and the largest PIN debit acquirer based on number of transactions in the U.S. The company’s growth strategy includes expanding further into high-growth channels and verticals, including integrated payments, eCommerce, and merchant bank. Visit us at the new www.vantiv.com, or follow us on Twitter, Facebook, LinkedIn, Google+ and YouTube.
PYMNTS.comPYMNTS.com is where the best minds and the best content meet on the web to learn about “What’s Next” in payments and commerce. Our interactive platform is reinventing the way in which companies in payments share relevant information about the initiatives that shape the future of this dynamic sector and make news. Our data and analytics team includes economists, data scientists and industry analysts who work with companies to measure and quantify the innovation that is at the cutting edge of this new world.
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