CRM

The Untapped Opportunity That COVID-19 Created for Store Associates
September 14, 2020 at 12:12 pm

The retail landscape looks completely different today compared to the beginning of 2020. COVID-19 has caused stores to shut down and employees to be furloughed. Retailers were already challenged before the pandemic began, and now many consumers are wary of returning to stores. Furthermore, social distancing regulations limit the number of people allowed in a…

How Retailers Can Pivot Operations to Meet Consumers' Need for Trust
September 10, 2020 at 8:18 pm

In this week’s Retail Right Now, Total Retail's Ashley Chiaradio and Kristina Stidham discuss an article recently published on Total Retail, “The Future of Retail: Beyond the Pandemic,” authored by Jeff Orschell, retail and global account leader at EY Americas. The article discusses how retailers must adjust to the new normal to best serve the…

The Future of Retail: Beyond the Pandemic
September 8, 2020 at 2:20 pm

As states across the U.S. are relaxing stay-at-home orders, and with restrictions on everyday activities easing, Americans seem to be finally settling into a new routine. The burning question now is: How must retailers adjust to the new normal to best serve the post-pandemic consumer? According to the most recent EY Future Consumer Index, a…

COVID-19 Has Altered Consumer Behavior. Here’s What it Means for Retailers
September 1, 2020 at 12:39 pm

Businesses are opening back up, but things are far from business as usual. Facing new customer concerns around health and safety, retailers have had to reimagine their operations. And while the crisis has spawned a bevy of new and innovative solutions to overcome unprecedented challenges, it’s become clear that the needs and expectations of consumers…

Retail Recovery Will Require a Revolution in Curated Data
August 31, 2020 at 12:26 pm

The retail industry has ridden its share of economic waves over time, but no sudden downturn has unleashed quite the level of uncertainty — and urgent need for adaptation — as the current COVID-19 pandemic. The ongoing crisis has laid bare the vulnerabilities of many brands’ current data strategies and highlighted the need for a…

Back to School is a Moment, Not a Date on Calendar
August 19, 2020 at 9:50 am

As a kid, Labor Day weekend was always an exciting time. It meant the end of summer, but also the beginning of so many new experiences. New classes, new friends, and new clothes! I now think of these moments through my son’s eyes, with the goal of helping him to prepare for back to school.…

How to Build Trust and Retain Customers in Digital Channels
July 27, 2020 at 2:20 pm

This past quarter, retailers discovered what happens when a robust omnichannel strategy is forced down to one storefront: digital. Players in every industry have accelerated their timelines and poured resources into their online experience, and are learning as they go. We see firsthand the strain our own customers are feeling as they stare down a…

Changing the Narrative: Setting the Stage for Retail Recovery, Part I
July 21, 2020 at 12:37 pm

At the start of 2020, the biggest challenges for the retail industry were issues such as market saturation, finding new ways for old and aging brands to stay relevant, and the impact of new technologies and innovations. No one anticipated the greatest challenge of 2020 — and beyond — would be a pandemic that shut…

The Value of Customer Experience
June 30, 2020 at 4:19 pm

The expression “customer experience” (CX) is everywhere these days in retail marketing. Today’s technologies and data-driven approaches have made it possible for brands to deliver highly personalized customer experiences. And it appears shoppers value this approach. A new Arm Treasure Data and Forbes Insights study, Proving the Value of CX, found that nearly three in…

Shopping Around: What Drives Recommendations and Loyalty in Retail
June 17, 2020 at 7:44 pm

Amazon.com gets it. Target and Publix get it, too. Customers expect a lot from retailers. Not just competitive prices, but personalized online shopping, flexible pickup options and returns, knowledgeable and empathetic in-store and contact-center employees. In short, they expect outstanding customer experience (CX). Amazon, Target, and Publix recently finished in the top three for customer…