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1. New consumers to online change the digital payments landscape As more consumers headed online during the first wave of COVID-19, businesses noticed that their customers were also paying differently. Three quarters (76%) of the businesses we recently asked for our Lost in Transaction research report series said that consumers were using different payment methods during the […]

Set the agenda and stay in control Craft an opening statement that says who you are and what you are calling about. Stick to it and master it. Set a clear path from the start where you want the conversation to go. Have empathy and respect a merchant’s time while you’re on the phone. Know […]

Latest Articles

1. New consumers to online change the digital payments landscape As more consumers headed online during the first wave of COVID-19, businesses noticed that their customers were also paying differently. Three quarters (76%) of the businesses we recently asked for our Lost in Transaction research report series said that consumers were using different payment methods during the […]

Set the agenda and stay in control Craft an opening statement that says who you are and what you are calling about. Stick to it and master it. Set a clear path from the start where you want the conversation to go. Have empathy and respect a merchant’s time while you’re on the phone. Know […]

Are consumers already returning to stores? When consumers were asked about their current in-person retail activity, only 7% said that they were not shopping in stores at all. When asked the same question at the height of the first wave of the pandemic in April 2020, 11% of consumers were avoiding stores. Q: Are you currently […]

2020 was a unique year for many reasons, but for business owners and consumers, it was an accelerated evolution of trends we’ve already seen for a few years now. Online shopping and contactless payments were the biggest winners of 2020, with each seeing exponential growth over the previous few years of data. Small businesses however […]

After an incredibly difficult 2020, many restaurants are beginning to have hope for the future. As more and more people get inoculated, with President Biden predicting that vaccines will be available to all adults before this summer, the new normal is beginning to come into view. Quick-service restaurant (QSR) chain Noodles & Company, for one, has expanded the following […]

Since online shopping became a reality, retail has become increasingly digital and internet-driven. Bricks and mortar stores have adopted elements of the online experience to encourage us to continue visiting them, and also played to the strengths that in-person experiences can offer, such as more personal levels of service. But the coronavirus pandemic has affected […]

Marketers often look at last year’s holiday trends to understand how to plan this year’s advertising campaigns. But looking to the past—like what happened during Black Friday 2019—won’t be enough to prepare for Holiday Season 2020. So this time around, we decided to go right to the source of holiday trends 2020: shoppers themselves. In […]

There was a time in the not-so-distant past when merchants built omnichannel environments so they could compete on experience. These forward-thinking merchants engineered convenient customer engagements, allowing shoppers to browse products or menus on their website or apps, order and pay online, and start purchasing journeys on one channel and complete it on another, such […]

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