Customer Retention

4 Ways to Create More Authentic Marketing That Builds Customer Loyalty
February 22, 2018 at 11:38 am

Attempting to get attention from retail customers, let alone loyalty, is a huge challenge in today’s marketplace. Consumers are bombarded with messages constantly, leaving little to no room for a compelling message that “sticks.” Retailers are wise to consider how they can reach their audiences effectively with the last bastion of marketing: authenticity. Here are…

Better Customer Understanding Leads Brands to Seek Better Insights
February 20, 2018 at 12:02 pm

Customer-obsessed marketing is here, and retailers and brands are evaluating an increasingly complex advertising world filled with new questions around metrics, search performance and audience quality. In a recent study from RetailMeNot and Kelton Research on connecting retailers, brands and agencies with priority customers, retail marketers weigh in on the essential nature of identifying and…

How Politics and Hashtags Changed the Face of Retail
February 19, 2018 at 3:15 pm

Political polarization, voter tribalism and more fervent social movements like #grabyourwallet, #MeToo and #TimesUp have changed the face of brand engagement and consumer loyalty in all retail categories, according to new values and insights identified in the Brand Keys 23rd Annual Customer Loyalty Engagement Index®.

What L.L.Bean's New Return Policy Means for the Brand
February 16, 2018 at 10:24 am

In this episode of Retail Right Now, Total Retail's Joe Keenan and Caitlin Sullivan discuss L.L.Bean's decision to change its famously generous return policy, the implications it may have on the brand, and what it means for its competitors.

Seamless cross-channel connections
February 14, 2018 at 5:16 pm

Attempting to get attention from retail customers, let alone loyalty, is a huge challenge in today’s marketplace. Consumers are bombarded with messages constantly, leaving little to no room for a compelling message that “sticks.” Retailers are wise to consider how they can reach their audiences effectively with the last bastion of marketing: authenticity. Here are […]

Tips for Using Holiday Data to Drive 2018 Success
January 30, 2018 at 11:30 am

The 2017 holiday season was the strongest in nearly a decade for America’s retailers. From Thanksgiving through Christmas Eve, nearly three-fourths of the selling days showed positive year-over-year growth, with specialty apparel, jewelry and furniture racking up solid performances. This strong performance offers an opportunity for retailers to stay connected to their customers and continue the…

The Overgrown Retail Landscape is Due for Pruning
January 24, 2018 at 11:03 am

My seven-year-old son, Hendrix, has quite the green thumb. Last winter, we started preparing for our upcoming gardening season. Together, we researched what types of fruits and vegetables we wanted to plant, and we plotted it against our garden footprint. Hendrix was diligent in making sure each plant had everything it needed to be healthy…

5 Questions That Can Improve Your In-Store Experience
January 10, 2018 at 11:13 am

Ask and you shall (usually) receive. According to research from Accenture, 35 percent of millennials and 40 percent of Gen Zs say they often or very often provide retailers with direct feedback when prompted. Make the most of this opportunity, especially with the younger part of your customer base, by gathering valuable insights whenever possible. The…

5 Questions You Need to Ask to Impact the Path to Purchase
January 8, 2018 at 10:38 am

Technology has created an omnichannel world that's bringing together physical and digital shopping experiences and offering a proliferation of touchpoints that influence consumers’ brand opinions and buying behaviors. Marketers are scrambling with how to deal with this new reality, and often there's a lack of insight on how the paths to purchase are influencing sales…

Stand Out in a Global Economy by Understanding the Customer Journey
January 5, 2018 at 12:04 pm

Many major e-commerce players such as Amazon.com, Taobao, Tmall and JD.com have already gone global, and they’re erasing customer borders for other retailers. Now, merchants in countries like China can access consumers in the U.S. and vice versa. While reaching new customers worldwide has its benefits (Chinese customers account for about half of e-commerce purchases,…