Customer Retention

Customer loyalty, like many aspects of commerce, has undergone a major transformation since 2020 — away from transactional benefits and toward enriched experiences. Before the onset of the pandemic, points redemption and “buy some get some” loyalty models were already losing out to value-focused loyalty offerings like subscriptions, design services, and member pricing that are…

For many retail brands, the holiday season is the "Golden Quarter" and prime time to deploy strategies to maximize revenue gains. After all, Black Friday has evolved from a one-day sale to (for some retailers) a multiday event demonstrating consumer demand. This is further supported by KPMG research that saw a 5 percent year-over-year increase…

With Black Friday and Cyber Monday behind us, the holiday shopping season has officially kicked off. There's no better time for brands to engage and earn the loyalty of new customers as they seek out the perfect gift. However, brands only get one chance to make a good first impression. According to Salesforce, 80 percent…

In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. However,  without fail, I always get asked what can be done to improve customer loyalty.  No matter the country or the language it’s being delivered in, the answer is always the same — invest…

The intense competition in the e-commerce market, rapid changes in consumer shopping habits, and expansion of new technologies require e-commerce businesses to reshape their customer engagement strategies to win buyers and motivate them to return. Catching and keeping customers’ attention requires expertise in the latest customer experience trends and e-commerce technologies. That’s why forward-looking digital…

Many retailers think of Black Friday and Cyber Monday as a sprint to the finish line. Brand teams work feverishly around the clock to attract new customers, stand out from the competition, and boost sales. And they breathe a huge sigh of relief when Nov. 28 rolls around and Black Friday and Cyber Monday are…

In episode 426 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Emily Essner, chief marketing officer of Saks, the premier digital platform for luxury fashion in North America. During the wide-ranging conversation, Essner discusses the fashion retailer's quarterly Saks Luxury Pulse survey (0:55) and key findings from its most recent survey data released in September (2:33), including…

Amazon.com founder Jeff Bezos said in 1999 that what matters most to him is providing the best experience he can to his customers. In the same interview, he added “If there’s one thing that Amazon.com is about, it’s obsessive attention to the customer experience end to end.” Decades later, Amazon never wavered from its commitment…

As each day passes, the difference between physical and digital storefronts becomes increasingly blurred. Technological advancements, a wealth of creativity in the retail sector, and the exciting emergence of Web3 integrations and activations continue to bring physical and digital retail experiences closer together. For brands, online interactions go beyond sales as we enter an era…

In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Previously, brands would work on their ideas and develop a product or service that they believed would help customers. Now, brands are taking notes and working on innovating and devising products and services that customers believe in. By…