CRM

What’s Next for Retail Once the Pandemic is Over?
April 12, 2021 at 4:01 pm

COVID-19 has changed the way retailers do business now and into the future. Today’s consumer essentially has three core demands: make my life easier, make my life better, and make my life more fulfilling. Retailers are responding to these consumer requirements with more urgency in the wake of COVID-19. The pandemic-induced shift to much higher…

5 Things Your E-Commerce Company Can Do to Build Customer Trust
April 6, 2021 at 5:04 pm

Since the onset of COVID-19, consumers appear to have re-assessed their priorities when they’re shopping online. Today, consumers are expecting higher levels of authenticity, seeking out brands they can trust will deliver on promises and that also align with their own values. In fact, 52 percent of respondents from Euromonitor’s Lifestyle Survey in 2020 agreed…

Conversational Marketing is Key for Retailers in 2021
April 1, 2021 at 7:06 pm

It has never been clearer that mobile channels are where customers are. In 2020, consumers spent an average of 4.2 hours per day on their phones. At the same time, conversion rates for e-commerce hit a record, reaching 3.5 percent on Black Friday and Cyber Monday this past year. While that is way up from…

Pandemic Creates Ultimate Stress Test for Retail Brands
March 22, 2021 at 10:13 pm

The COVID-19 pandemic imposed two severe stress tests on retailers, according to Brand Keys 25th annual 2021 Customer Loyalty Engagement Index®, a national survey of 75,000-plus consumers conducted by the New York-based brand engagement and customer loyalty research consultancy. The survey found rigors created by the 2020 marketplace produced two loyalty challenges for retailers: to…

COVID-19’s Effect on Apparel E-Commerce and Consumer Purchasing Behavior
March 18, 2021 at 5:27 pm

As early as April 2020, Forrester had predicted global retail sales to record a $2.1 trillion loss due to the COVID-19 pandemic. We've seen the retail industry go through a fundamental shift, with an average decline of 9.6 percent globally in 2020. With supply chains throttled and consumers asked to stay indoors, the world witnessed a sharp…

Keeping the Customer Satisfied
March 16, 2021 at 6:50 pm

Eighty years after the classic movie "Casablanca" made its debut, lyrics from the film’s signature song still ring true today — “the fundamental things in life apply, as time goes by.” I think of this every time there’s another story about the ways that retail shopping habits have been impacted by digital technologies and, over…

3 Steps to Keep Your Brand Relevant as the Pandemic Continues
March 3, 2021 at 5:52 pm

Companies that closed or filed for bankruptcy in recent months couldn’t have predicted the impact of the COVID-19 pandemic. But for many retailers that were already struggling to engage customers, the crisis was simply the final straw. Iconic retailers such as Lord & Taylor and Pier 1 Imports shuttered, while those that pivoted toward an…

How City Chic Collective Plans to Serve the Worldwide Plus-Size Market
March 1, 2021 at 4:31 pm

In episode 287 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Phil Ryan, CEO of City Chic Collective, a women's plus-size apparel retailer. Listen in as Ryan discusses City Chic Collective's brand portfolio and history, his personal background in retail, and the company's recent acquisition of U.K. plus-size fashion brand Evans. He shares why Evans is a seamless…

A Surprising, But Effective, Approach to Build Trust With Consumers
February 25, 2021 at 5:12 pm

Building and maintaining trust with consumers has always been an important engagement strategy for brands. However, given the significant challenges of the past year, establishing trust has been elevated from just an important engagement strategy to a critical commercial imperative. Gartner defines brand trust as “a consumer’s trust and belief that a company will consistently…