Customer Retention

5 Ways 2020 Has Remade the Luxury Industry
February 4, 2021 at 3:27 pm

Luxury brands have long been known for their ability to control how their products are presented and sold. However, the pandemic has placed the industry at a crossroads. In order to keep pace with changing customer expectations on ways to engage with brands, the luxury sector is embracing new models which are more conscious, collaborative…

The Effortless Economy: 3 Keys to Retail Success in 2021
February 3, 2021 at 4:22 pm

From the range of digital marketplaces to the proliferation of social media platforms, consumers now have the ability to discover new brands and products faster and easier than ever before — and the amount of time they’re spending online is only increasing. As such, it’s critical for brands to not only have a presence across…

How to Drive Customer Loyalty Through Returns Management
February 2, 2021 at 7:09 pm

Returns cost retailers hundreds of billions of dollars each year. Return rates continue to rise each year as a result of online shopping, customer-centric return policies and, now, COVID-19. Since the onset of the pandemic, consumers are avoiding stores and shopping online even more than before. In fact, eMarketer predicted online sales to grow by…

Communication Strategies to Delight Your Customers
January 27, 2021 at 5:24 pm

Communication drives conversion. It moves customers from browsers to buyers, delighting them through each step of the purchase journey when done correctly. In a retail operation, these conversations lead to satisfied customers, those that begin to expect a level of excellence that only you can offer. Communication, though, isn’t always accessible. It takes focus and…

Taking a Data-Driven Approach to Customer Loyalty Programs
January 26, 2021 at 9:02 pm

Chances are you belong to a customer loyalty program. A recent Mintel report shows that 90 percent of U.S. adults have at least one loyalty membership. But here’s the question: Have you ever used the program or benefited from membership? If your answer is a hard no, you're not alone. The average consumer belongs to…

5 CX Trends to Help You Win Customers’ Hearts and Wallets in 2021
January 13, 2021 at 7:24 pm

The world of commerce is continually changing and evolving as a direct impact of technological advances. In 2020, we learned how much technology can shape our experiences and how important it is to use it correctly to make customer journeys frictionless. Consumer expectations shift quickly, and everything in retail changes rapidly. In fact, I would…

For Retail Brands, Loyalty is Stronger Than the Pandemic
December 22, 2020 at 3:31 pm

A lot has changed since the marketplace was visited by the coronavirus. Businesses closed down. Schools closed down. Restaurants closed down. Retailers were forced to close down, too. At last count, since the COVID-19 pandemic began in March, 22 retailers have filed for Chapter 11. That makes a total of 42 retailers this year, and…

Retail Recovery and Rebuilding Customer Loyalty Beyond COVID-19
December 21, 2020 at 4:02 pm

The pandemic has changed everything in retail — and it’s not ending anytime soon. Just as stores started to adjust to the “new normal” of frequent disinfection and face masks, the spread of the virus is picking back up in regions across the country, forcing many retailers to close their doors to the public again.…

Here Comes 2021. What Do I Do With All These New Customers?
December 18, 2020 at 1:24 pm

Many of us crave the coming of Jan. 1 as a symbol of a fresh, new year dangling its promise of being oh so much better than the last. On many fronts, particularly humanitarian, we're anxious to move past the fear, upheaval and political angst of 2020. On the flip side, 2020 was an unprecedented…

How the Pandemic is Revamping the Retail Landscape
December 17, 2020 at 12:34 pm

Walking into a brick-and-mortar store today feels a bit apocalyptic. Employees now don gloves, facemasks and even the occasional face shield for added protection. There are stickers meticulously placed at six-foot intervals in front of checkout counters to help consumers abide by social distancing rules. Plexiglass shields now act as a protective barrier between cashiers…