CRM

How to Gain a 360-Degree View of the Customer
September 17, 2019 at 10:45 am

We’ve all heard the advice: meet customers where they are. But what does that actually mean for modern marketers? Years ago, this strategy was fairly easy to execute as brands could focus on a handful of channels (e.g., billboards and direct mail) and retain loyal customers. Today, the marketing landscape is far more complex. Customers…

How Luxottica Personalizes the Loyalty Experience Across Brands
September 16, 2019 at 12:35 pm

In episode 213 of Total Retail Talks, Executive Editor Joe Keenan interviews Brian Venuti, vice president of loyalty and CRM at Luxottica, a leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Listen as Venuti discusses the loyalty programs across all of Luxottica's brands, the company's efforts to streamline leadership and…

The Most Important Retail Marketing Metric You Might Be Missing
September 10, 2019 at 11:18 am

Most business leaders want to run an enterprise that's truly “great.” Some are satisfied with running a “good” business, and in many circumstances there's nothing wrong with that. Over the long haul however, there’s a problem with just being “good.” As the venerable Jim Collins has researched and proven, all businesses over time break one…

Target to Roll Out New Loyalty Program Next Month
September 9, 2019 at 1:53 pm

Target has announced that it will roll out its new loyalty program, Target Circle, nationwide on Oct. 6. The expansion of the loyalty program complements Target’s branded credit card, Redcard, which only a quarter of its customers use. It also replaces Cartwheel, a separate discount program, in an attempt to offer a “more seamless, intuitive shopping experience.” The…

From Loyalty to Love: Why Focusing on the Heart is the Recipe for Retail Success
September 5, 2019 at 1:04 pm

It wasn’t that long ago customer loyalty meant something to brand marketers. If you held someone’s loyalty, there was little question you controlled their purse strings, and it took a significant amount of strategic effort to sway, say, a Coke drinker to become a Pepsi drinker. In 2019, however, loyalty has become a bygone buzzword.…

Retail Strategies for Optimizing the Path to Purchase in the Connected World
September 3, 2019 at 11:40 am

With Amazon.com recording its strongest Prime Day ever in 2019, the now two-day annual midsummer event is a serious rival to Black Friday and Cyber Monday. Amid major disruption and rampant uncertainty about the future of the in-store buying experience, a new survey of 1,500 U.S. consumers uncovers fresh insights into how retailers can optimize the path to…

How Clean Data Powers One-to-One Customer Relationships for Lovesac
August 12, 2019 at 9:33 am

In episode 208 of Total Retail Talks, Executive Editor Joe Keenan interviews Susan Beckett, vice president, digital, direct and e-commerce at Lovesac, a furniture retailer known for creating bean bag chairs and adaptable couches. Beckett discusses the origins of Lovesac, from its first showroom location in Utah to its continued efforts to create seamless experiences for…

3 Customer Loyalty and Retention Takeaways From CommerceNext
August 2, 2019 at 12:40 pm

Building customer loyalty isn’t easy, but is crucial in making a brand last. Building life-long customer relationships can set your business apart from its competitors, and retaining those loyal shoppers is something every brand should be focusing on. Here are three key takeaways from the “Unlocking the Secrets to Loyalty and Retention” panel at the…

3 Brands Building Community to Battle Purchase Anxiety
July 25, 2019 at 11:56 am

Community is a powerful tool for brands. Just look at Tesla. When the company fell behind on shipping the Model 3 and shares were slipping, its customers rallied around the brand. Dedicated Tesla owners showed up at showrooms to volunteer their time, helping with deliveries, and teaching new owners about the car’s different features. Asked…

Level Up Your Customer Experience to Omnichannel
July 23, 2019 at 11:04 am

A recent Forbes article declares omnichannel is dead. But for the majority of retailers it’s only just beginning to come to life. Retailers understand the importance of seamless customer interactions. In fact, the majority of respondents in Gartner’s Retail Tech report stated that a unified commerce initiative is a top priority. However, they often fall…