CRM

5 MarTech Trends That Will Define Business Strategy in 2022
January 19, 2022 at 11:21 am

The last two years have turned our lives around by 360 degrees. The time we spent working remotely within the confines of our homes made us question work, life, family and much more. Similarly, apprehensions also emerged on the lines of businesses, as brands evolved along with consumers through a new and uncertain reality. What…

Albertsons CEO on Building and Keeping Customer Loyalty
January 18, 2022 at 1:30 pm

Albertsons CEO Vivek Sankaran may be a relative newbie to retail, but he gets the immense value the grocery chain has for customers. In a conversation with CNBC "Closing Bell" co-anchor Sara Eisen at the National Retail Federation (NRF) 2022 Big Show in New York on Monday, Sankaran said he's exploring the notion of keeping…

4 Ways to Manage Your Company's Online Reputation Without Ads
January 3, 2022 at 11:24 am

As you might expect, advertisements don’t win over customers anymore. Why? Consumers are  annoyed with ads. And so are marketers — 20 percent to 40 percent of clicks on paid ads are fraudulent. For these reasons, online reputation management, the practice of crafting strategies that shape or influence the public perception of an organization, has…

How CPaaS is Taking Retail to the Next Level This Holiday Season
December 22, 2021 at 5:17 pm

Since the pandemic, consumers have become more accustomed to buying and shopping online, with a recent study finding that over 75 percent of people are doing so at least once a month. Primarily, people cite convenience as the main reason why they choose to continue to shop online. Nevertheless, purchasing a product online has become so convenient…

How Misidentifying Your Customers is Costing Your Business
December 7, 2021 at 9:59 am

Customers are obviously an important driver for every business. With companies constantly competing for customers’ limited attention, it's crucial that brands understand who their customers are and how best to connect with them. When brands misidentify their customers — failing to recognize the key factors that define their choices and behaviors — they're unable to…

Lands' End's Chief Customer Officer on its Data-First Road Map
December 6, 2021 at 5:09 pm

In episode 327 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sarah Rasmusen, executive vice president and chief customer officer at Lands' End, an American clothing and home décor retailer that specializes in casual clothing, luggage, and home furnishings. Listen in as Rasmusen discusses Lands' End's current digital offerings, how the business operated during the…

Make Sure to Focus on Your Best Customers
December 2, 2021 at 6:06 pm

The path to retail success sounds simple in theory: build loyalty and create sustainable growth by delivering a great customer experience. By doing this, first-time customers become repeat buyers and stick with your brand long term, allowing you to maximize their lifetime value as customers. But this strategy isn't as simple as it seems once you unpack the “customer” part of the formula. It’s especially…

Crafting the Art of Personalization in Loyalty and CRM at Michaels
November 29, 2021 at 7:18 pm

In episode 326 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sachin Shroff, vice president of CRM, loyalty and marketing technology at Michaels, the largest arts and crafts retail chain in North America. Shroff discusses the technology investments the retailer made to support its personalization efforts, how Michaels is using personalization to optimize the performance…

Importance of Using Data-Driven Insights to Optimize the Customer Journey
November 4, 2021 at 11:26 am

It’s clear that customer expectations are changing, with almost 90 percent of consumers wanting more meaningful relationships with brands. This has meant marketers are moving away from traditional marketing tactics to prioritize a customer-centric approach as failing to build relationships with consumers can be a costly mistake. To do this, marketers need to understand their…