CRM

If anyone was hoping 2019 would be a gentler year for brick-and-mortar retail, those hopes have been dashed. A recent New York Times report showed that closures in the first few months of 2019 exceeded those for all of 2018, itself a tough year. Retail chains still face the migration of dollars to online and…

Gone are the days of the traditional path to purchase, where customers followed a linear track, considered a handful of brands, and narrowed choices during an evaluation phase. A plethora of interaction points across smart devices and channels coupled with unprecedented consumer choice has made today’s shopper more empowered than ever — and turned the…

Today, it's becoming harder for retailers to engage with consumers and build long-term loyalty. Not only are brick-and-mortar stores having to compete with each other, they're now also faced with the rising threat of omnichannel and pure-play online competitors that are expanding rapidly. Technological advancements, coupled with the proliferation of mobile devices, have enhanced the…

Across the globe, retailers and similar organizations invest more than $323 billion in their customer marketing initiatives. Yet when it comes to making critical decisions based on the customer data they collect, a surprising number do the equivalent of flipping a coin. We surveyed more than 1,200 loyalty program operators and thousands of consumers in…

How can you boost sales if your customers don’t get a consistent view of all your inventory and offers? How can you stay at the top of your game if cart abandonment issues constantly go unaddressed? How can you increase overall profits if price wars drive margins too low? From understanding why your customers don’t…

For decades a retailer’s business was understandably centered around the products it sold. However, the onset of digital drove the need for retailers to reassess what their central focus must be, moving from products to the customer. This change created a delta between a retailer’s leadership team placing the customer in the center and the…

There's pressure for brands to compete on customer experience (CX) in nearly every industry. Retail marketers, in particular, are pressured to meet growing expectations from today’s empowered customer for an experience tailored to their preferences at every stage of their specific journey. For retailers, this change may seem daunting, as companies must update their business…

Simply put, brands are addicted to customer acquisition. Driving net new sales and acquiring new customers is often the primary key performance indicator (KPI) for any given marketing campaign, leaving little to no resources devoted to the actual key business driver: repeat customer acquisition and lifetime value (LTV). Whether they’re selling to consumers, businesses or…

With the importance of customer experience (CX) firmly entrenched in their psyche, most successful retailers now understand that if they want to retain customers long term, they need to think about what happens after shoppers hand over their credit card numbers. These retailers get that they need to think about customer journeys and not one-off…

You may be under the impression that the more technology you use for customer engagement, the more information you're gathering about your customers. However, more data doesn't necessarily mean better data; in fact, more data coming from different sources makes analysis and action far more complicated. Data from one solution might be telling you one…