CRM

During the five-day holiday weekend spanning from Thanksgiving to Cyber Monday last year, 200.4 million consumers shopped, setting a new record both in the number of people shopping and the amount spent — online sales rose 7.8 percent from 2022 to $38 billion. With 2024 upon us, retailers find themselves on the brink of a…

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…

Total commerce, in its most basic definition, is the ability for a brand or retailer to be present wherever and whenever its customers are shopping. While easy to understand in theory, the reality of total commerce is increasingly complex as new channels of buying emerge, consumer attention is increasingly scattered, and digital transactions continue to…

This year,  the U.S. experienced a 14 percent decrease in customer loyalty, falling from 79 percent to 68 percent. With inflation still impacting today’s consumer, businesses must become agile and shift how they reach their customers. The voice of the customer is more important than ever. One of the biggest challenges retailers face is determining…

Fast-paced markets are always changing. As customers' economic and social needs and conditions are changing, their expectations from businesses are also changing. Thus, your business must adapt and evolve to stay relevant to the current market trends. Focusing on your CRM strategies is a smart way to navigate the ever-changing business landscape. Here are four…

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…

In today’s highly competitive retail market, customer loyalty is often a pivotal driver of business success. So much so that studies have shown that increasing customer retention rates by just 5 percent can boost profits up to 95 percent. However, gone are the days of one-size-fits-all loyalty programs that offer the same rewards and incentives…

In the rapidly evolving retail landscape, the brands poised for success in 2023 and beyond are those that can effectively demonstrate empathy toward their customers and deliver a highly personalized customer experience.  These times present significant challenges for retailers. The escalating cost of living has caused consumers to scale back on spending. Geopolitical uncertainties have…

The retail industry is in the midst of a seismic shift: an era defined by heightened customer privacy concerns, increasing privacy regulations, and the impending demise of third-party cookies. With major platforms like Apple (iOS and Safari) and Firefox leading the charge to abandon cookies, third-party identifiers have dropped 50 percent to 60 percent in…

Earning and then protecting a trusted brand reputation should be at the heart of any good business strategy; yet, it often falls by the wayside because it arguably cannot be easily quantified. That said, your customer community and the trust you instill in your customers should be viewed as your greatest asset and a key…