CRM

Make Sure to Focus on Your Best Customers
December 2, 2021 at 6:06 pm

The path to retail success sounds simple in theory: build loyalty and create sustainable growth by delivering a great customer experience. By doing this, first-time customers become repeat buyers and stick with your brand long term, allowing you to maximize their lifetime value as customers. But this strategy isn't as simple as it seems once you unpack the “customer” part of the formula. It’s especially…

Crafting the Art of Personalization in Loyalty and CRM at Michaels
November 29, 2021 at 7:18 pm

In episode 326 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sachin Shroff, vice president of CRM, loyalty and marketing technology at Michaels, the largest arts and crafts retail chain in North America. Shroff discusses the technology investments the retailer made to support its personalization efforts, how Michaels is using personalization to optimize the performance…

Importance of Using Data-Driven Insights to Optimize the Customer Journey
November 4, 2021 at 11:26 am

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…

Solid Customer Relationships Will Drive Retailer Success This Holiday Season
October 26, 2021 at 7:51 pm

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.…

Is Brand Loyalty Dying?
October 20, 2021 at 2:53 pm

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…

How Retailers Can Take Advantage of First-Party Data Right Now
September 30, 2021 at 6:15 pm

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…

Increased Speed to Market With Cost Savings? Emotion AI is Your Secret Weapon
September 29, 2021 at 5:47 pm

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…

Post-COVID CX Expectations: A How-To for Retail Brands
September 23, 2021 at 6:50 pm

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…

How First-Party Data Enrichment Helps Retailers Prepare for the Holiday Season
September 22, 2021 at 9:39 pm

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…

How to Keep Customers in the Loop to Grow Loyalty and Expand Business
September 14, 2021 at 2:54 pm

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…