Customer Data

What Retail Can Learn From Publishing as the Industry Transforms
July 11, 2019 at 5:45 pm

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…

Reaching the Omnichannel Consumer: Start by Listening
July 9, 2019 at 10:13 am

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…

Lionel Racing CIO on the Benefits of Unified Data
July 2, 2019 at 11:55 am

While attending the IRCE at RetailX conference in Chicago last week, Total Retail's Joe Keenan interviewed Rick Gemereth, chief information officer at Lionel Racing, the official die-cast seller of NASCAR racing and a subsidiary of Lionel LLC. Gemereth discussed Lionel Racing's partnership with NetSuite, including the business benefits it has realized since implementing the software company's single cloud-based ERP solution…

How to Win the Battle for Shoppers’ Attention
June 28, 2019 at 7:59 am

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…

Go Beyond Data Silos to Create a Truly Connected Retail Enterprise
June 21, 2019 at 9:19 am

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…

Putting the Pieces Together: Tips for Connecting Fragmented Data
June 20, 2019 at 12:07 pm

Consumers increasingly expect an omnichannel shopping experience, and retailers are beginning to feel the urgency to respond. According to a recent Shopgate report, more than two-thirds (67 percent) of retailers now say omnichannel retailing will be a priority in 2019. Many of these omnichannel initiatives, however, will fall short of customer expectations due to one key challenge: gaps in customer…

Why Loyalty Programs Should be Identity-Driven Convenience Programs
June 19, 2019 at 10:54 am

Remember the days of punch cards that stores gave out to encourage customers to return, typically by offering discounts or freebies? In today’s world, the punch card has been replaced by digital identity: customers join loyalty programs by creating personal accounts on a website or app. A lot of online rewards programs nowadays are still…

Survey Shows Personalization Benefits, With AI-Based Personalization on the Rise
June 13, 2019 at 11:33 am

When it comes to delivering top-notch customer experiences, one size doesn’t fit all. And what motivates one shopper to convert may be completely off-base for another. This isn’t news to retail marketers. They’ve long acknowledged the importance of treating customers like the individuals they are, and delivering cohesive, personalized experiences across touchpoints. It’s important, though,…

Consumer and Retailer Marketing Opinions Towards One Another Don’t Add Up
June 3, 2019 at 11:44 am

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…