Customer Data

For the past four years, the Gladly team has released its annual Customer Expectations Report to better understand today’s customers — e.g., the types of experiences they want and expect from the brands they love. But as we all know, the world is a very different place today, one where we talk about social distancing…

Retailers are strongly committed to leveraging innovative technology to create a meaningful experience for their customers — particularly as more customers interact with them digitally. Think about all of the companies that enable you to order items online and pick them up in-store, order food through mobile apps, and/or watch video via streaming services. These…

Today’s consumers are abandoning the creepiness of third-party data. Many retail marketers bought lists of third-party data to guide marketing decisions in the past. What worked before, however, will not produce similar results in the future. As consumers better understand their data, they’ve realized how much value it has. Their personal data has a price,…

In episode 254 of Total Retail Talks, Digital Content Manager Kristina Stidham interviews Editor-in-Chief Joe Keenan about Total Retail's recent research report, Customer Loyalty in a Fragmented Retail Market: How retailers can leverage data to create long-term relationships with their customers." The report was sponsored by Fidel API. Listen in as Keenan discusses the report, which…

The expression “customer experience” (CX) is everywhere these days in retail marketing. Today’s technologies and data-driven approaches have made it possible for brands to deliver highly personalized customer experiences. And it appears shoppers value this approach. A new Arm Treasure Data and Forbes Insights study, Proving the Value of CX, found that nearly three in…

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published on Total Retail, “How to Achieve CCPA Compliance by the July 1 Deadline,” authored by Colleen Thorndike, director of data strategy at Valid. The California Consumer Privacy Act (CCPA) gives California consumers data privacy rights and…

On average, U.S. households have 11 connected devices and consumers consistently engage with multiple touchpoints before making a purchase. It’s no surprise then that many retailers are struggling to organize and make use of the increasingly high volume of available data. Truly understanding the many types of both first- and third-party data is essential for…

As consumers’ behaviors and priorities are constantly shifting, so are their purchasing journeys. How exactly is that journey changing, and what factors make the difference between a completed purchase and an abandoned shopping cart? With access to more tools than ever to research brands and product reviews, consumers’ expectations have dramatically increased. Today’s marketer has to…

As consumers living in a digital world, we're well aware of the pervasive data collection practices of companies that monitor online behaviors. What many consumers are not aware of, however, is that in an effort to stay on par with digital retailers, brick-and-mortar stores are beginning to use technologies that can turn stores into “physical websites.” Using facial recognition software,…

At a time when retailers could do without more stress, the California Consumer Privacy Act (CCPA) compliance deadline of July 1 is fast approaching. Up until now, many retailers have put off CCPA compliance. COVID-19 and our remote workforces have made meeting the looming compliance deadline even more challenging. Working through the intricacies of CCPA…