CRM

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…

You Get What You Need: Connection
June 17, 2020 at 7:20 pm

U.S. commerce has experienced an unprecedented level of disruption since the COVID-19 pandemic began. Our modern global economy has never faced anything quite like it, and we’re still unraveling which industries will sink or float in a post-COVID world. While sheltering in place just a short time ago, many rushed to stock up on food…

Connecting the Dots Between Customer Loyalty and Process
June 9, 2020 at 3:55 pm

Most brands have one goal: engage with consumers successfully. Consumers have more choices than ever, and brands must create positive customer experiences to succeed. Even with all the competition in every industry, brand-loyal customers will continue to choose a brand based on the high caliber of its offerings and the overall experience. Positive brand awareness…

How ELOQUII Embraces its Authentic Voice Through Influencer Content
May 23, 2020 at 9:47 am

In episode 248 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Mariah Chase, CEO of ELOQUII, a plus-sized clothing brand for women. Listen in as Chase discusses the history of the brand, her career background, and how ELOQUII fills a gap in the market for quality plus-sized apparel. She shares how the brand is communicating…

Now is the Moment to Accelerate Your Digital Transformation
March 31, 2020 at 10:54 am

Shhh! Don’t make any noise. The 800-pound gorilla is distracted. Now is your chance. I’m talking about the fact that Amazon Prime delivery delays are as long as a month now. Now is your opportunity to serve your customers like never before. Now is the time to make up ground and become a digital force.…

Traditional Fashion and Apparel Brands Play Catch Up to D-to-Cs
March 10, 2020 at 11:32 am

Direct-to-consumer (D-to-C) businesses exploded in 2019. There are now almost 400 D-to-C brands in the apparel and accessory market alone. As D-to-C momentum reaches full swing, traditional retail fashion brands like Nike are jumping on board in a big way. For example, Nike estimates that its D-to-C sales will reach $16 billion in 2020. Other…

5 Things Leading Brands Do to Create World-Class Customer Experiences
March 10, 2020 at 10:39 am

The key to retailer success was once very simple: provide the lowest prices on the products people wanted. Times have changed. Today’s consumer has multiple shopping options and several ways to make a purchase. It’s no longer just about the best deal; it’s about the customer experience (CX). We live in an experience economy. Making…

Boomers in Retail: It's Time to Re-Engage With the Forgotten Generation
February 12, 2020 at 11:06 am

Baby boomers are the fastest-growing demographic in the United States, and households aged 55-plus control more than 70 percent of total net wealth. In 20 years, the population aged 55 and over will account for almost one-third of the U.S. population. Unlike millennials, who are often burdened by student debt and the costs of supporting…