CRM

Inside the Tractor Supply Company Success Story
July 7, 2021 at 8:19 pm

In a session during the National Retail Federation's (NRF) inaugural Retail Converge event last month, Hal Lawton, president and CEO of Tractor Supply Company (TSC), discussed how the company is planning to be an even more integral part of its customers’ lives through its Life Out Here strategy. In addition, Lawton addressed TSC's recently relaunched loyalty program,…

3 Ways Retailers Should Evolve Their CX in the Post-Pandemic Economy
July 6, 2021 at 1:17 pm

The pandemic changed everything … how we worked, lived, and interacted with our friends and family. And it really affected what we purchased, how we purchased, and which companies we purchased from. How many of those changes are permanent and what will it look like after the dark cloud of COVID subsides? This is a…

Leave COVID Behind, NOT Your New Old Online Buyers
July 1, 2021 at 4:43 pm

For decades, most retailers depended on foot traffic to their brick-and-mortar stores much more than the website they felt compelled to build late in the last century. Furthermore, “direct to consumer” isn’t really a new concept; thousands of prosperous companies marketed by direct mail and catalogs only, collecting orders via mail and phone before “that…

Macy's CEO Jeff Gennette Discusses Digital Transformation, D&I, and More
June 30, 2021 at 5:21 pm

During a virtual keynote hosted by the National Retail Federation (NRF) on June 24, Jeff Gennette, Chairman and CEO of Macy’s Inc, discussed the company’s digital transformation since the beginning of the pandemic, how customer behaviors have changed and what the department store is doing to adapt, and why diversity and inclusion is critical to…

6 Steps to Building an End-to-End CX Strategy
June 24, 2021 at 12:48 pm

If there was any doubt that consumer behavior can change rapidly, 2020 erased it for the foreseeable future. Last year’s events also erased the idea that customers would tolerate poor experiences during times of massive change. Now it’s clearer than ever that consumers are setting the terms of how, where, and when they engage with…

The Post-Pandemic State of Mobile, Part 3: 4 Ways Retailers Can Establish an Effective Mobile Engagement Strategy
June 16, 2021 at 6:02 pm

During the pandemic, brands turned to digital initiatives to reach customers, not only for marketing, but also for other stages of the consumer lifecycle. Here at Vibes, our own data showed a 200 percent increase in automated mobile transactional messages from January 2020 to December 2020. The messages ranged from providing consumers with information about…

How Retailers Can Leverage PIMs to Improve E-Commerce Customer Experience
June 7, 2021 at 10:56 am

As Americans hunkered down as a result of stay-at-home orders, they flocked to their screens to shop for groceries, home office supplies, nonessential goods, holiday gifts and more. With this, online retail sales grew 32.4 percent in 2020, a total of $791.7 billion in sales over the course of the year. This momentum continued into…

Post-COVID Prediction … The New Normal
May 26, 2021 at 2:18 pm

We've rounded the corner and thank goodness we feel the country is on the backside of the COVID pandemic. What a ride it has been! It's far from over, but under control. For many consumer companies, COVID caused a surge in business with more people working and shopping from home. It has put pressure on…

The Evolution of Customer Experience Management in Retail
May 11, 2021 at 2:00 pm

Over the past year, the shift to e-commerce has accelerated across nearly every industry sector. As customers relied heavily on digital channels, brands needed to create meaningful customer experiences with shoppers through a screen. What consumer behaviors and expectations have changed, and how can retailers and brands adapt? Factors Influencing Customer Loyalty Changed During the…