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Retailers are spending more than ever to win repeat customers, but many are losing ground. As consumer expectations evolve, traditional loyalty strategies are falling short. Every year, the data gets more grim: 61 percent of consumers say they’re less loyal to brands than they were just a year ago; 77 percent of Gen Z shoppers…

The fashion industry thrives on anticipation. Brands stake billions on predicting trends, yet many still rely on outdated decision-making processes. Data is often siloed across departments, leaving even the most iconic fashion houses struggling to personalize customer experiences, optimize supply chains, and maximize revenue. The True Cost of Fragmented Data Fashion brands thrive on anticipation…

Retail is experiencing a spending surge as consumers shop ahead of the looming tariff enactment dates. While this provides a welcome sales boost, retailers need to prepare for potential spending slowdowns that will occur should prices simply get too high, particularly for specialty items consumers can do without. Here are five customer-focused strategies to navigate…

What if one in four of your customers were misidentified, costing your business millions without you even realizing it? It’s not a hypothetical. Today, companies are facing a data identity crisis that’s costing them millions in wasted spend, poor targeting, and missed opportunities. The root of the problem? Customer identities are fragmented across disconnected systems…

In this exclusive interview, Total Retail speaks with Nikki Baird, vice president of strategy and product at Aptos, to explore the evolving retail landscape. Baird offers valuable insights into shifting consumer behavior, the growing importance of unified customer experiences, and the strategic role of technology — particularly artificial intelligence — in enhancing in-store engagement. She…

Shoptalk’s theme this year was customer centricity. Putting the customer at the center can be a big challenge for brands. The first issue many companies run into is competing priorities. A retailer that needs to clear excess inventory before the next shipment feels the pressure to push clearance messaging even if a customer-centric strategy would…

Verizon customers make up more than a third of the U.S. population. They come from nearly every age group and they reach out to us in many ways. They visit our stores, find us online, call us on the phone — or use a combination of those touchpoints. As they pick their own path on…

As Shoptalk Spring 2025 came to a close last week, one thing was clear: the future of retail is not just about transactions, but relationships. While artificial intelligence and retail media continued to dominate the conversation, this year’s conference revealed a deeper shift — an increased focus on loyalty, emotional connections, and truly understanding the…

As 2025 unfolds, retailers are executing their plans and capitalizing on opportunities throughout the year. However, customers are increasingly becoming conscious of their purchasing habits. Crafting impactful campaigns is essential to not only drive immediate sales but also to earn consumer loyalty and retention in the long term. According to Statista, 78 percent of consumers…

Customer experience (CX) is king in the retail industry; nevertheless, when interacting with customers over the phone, CX tends to be lackluster. If the phone operator must ask the caller, “Can you give me your last name, order number, and phone number so I can find you in the system?” then the CX is not…