CRM

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…

The 2020 holiday season was riddled with frustrations for consumers and no small number of challenges for retailers as they juggled shipping delays and stock shortages among other operational hurdles. Last year's arduous season pushed retailer-customer relationships to their limits, leaving a mark on consumers, shifting their shopping habits and expectations for the upcoming season.…

It’s easy to feel like brand loyalty is dying. Consumers have so many ways to shop and with loads of brands competing for their attention, why not shop around? The numbers would seem to bear out that theory. Last year, research from McKinsey found that 73 percent of American shoppers have altered their brand preference…

Retail marketers may be unclenching their teeth knowing the digital industry has two more years to prepare for Google’s clampdown on third-party cookies. However, let’s not get complacent. Industry stakeholders need to make serious moves on solving identity — and for retailers, that means getting serious about their first-party data. If you don’t, you’ll end up…

In an already digitally expanding marketplace, the last year-and-a-half kicked the transformation into overdrive. The ability to adapt or launch at lightning speed has become the charge for established companies and startups alike. As marketing budgets continue to recover from the 2020 fallout, the ability to measure consumer engagement quickly and respond to it effectively…

As a result of the pandemic, consumers have gotten particularly stringent on what they expect from stores as well as what they consider “retail deal-breakers.” According to a report, The Resiliency of Retail in a Changed Landscape, by IDC and global cloud communications company Infobip: 25 percent of consumers will only shop at retailers that offer…

Black Friday and Cyber Monday are just around the corner. In fact, according to the National Retail Federation (NRF): 59 percent of consumers started shopping for the 2020 holidays in early November; and by late November, 85 percent of consumers had already started their 2020 holiday season shopping. Furthermore, despite the pandemic, 2020 holiday sales…

A company’s success often depends on how many customers it retains and, as a result of those relationships, new customers who are drawn by recommendations and favorable reviews. Marketing plays a creative role in attracting potential buyers, but the funnel concept many businesses have long relied upon doesn’t prioritize the customer experience, which is critical…

Consumer expectations have become increasingly high, putting the pressure on retail and e-commerce brands to create more meaningful experiences. An abundance of choice makes it difficult to cut through the clutter — and maintain loyal customers. The path forward? Offering personal, functional and collective benefits that actively improve people’s lives and our broader society. Customers…

In 2020, life changed in every way due to the COVID-19 pandemic. Therefore, it’s not surprising that the behavior of our customers changed, too. In the retail sector, more consumers switched to online providers or smaller independent businesses as a result of their changed routines and for convenience when it wasn't possible to visit shops…