Customer Data

I love the website redesign process. It’s an electric experience and an optimistic sign of good times. Failing digital businesses, I’ve learned, generally do not undertake ambitious redesigns. Unfortunately, not nearly enough companies take their customers’ point-of-views into account when it comes to design. The most common reason I hear: “We’ll bring in customer experience…

In episode 73 of Total Retail Talks, recorded at last week's National Retail Federation (NRF) Big Show in New York City, Dominique Essig, chief experience officer at Bonobos, discusses how the menswear retailer is using mobile clienteling to create a better in-store shopping experience for its customers.

In episode 70 of Total Retail Talks, recorded at this week's National Retail Federation Big Show in New York City, Gordon Jaquay, director, information technology at Hickory Farms, the specialty foods retailer, talks about how breaking down data silos is helping the organization become more efficient while also providing a better experience for its customers.

Under Armour’s brand mission is “to make all athletes better.” To Under Armour, athletes can be kids playing T-ball, student athletes in college, professional athletes or the everyday human trying to better himself or herself. The brand wants to empower athletes to be their best. For starters, Under Armour acquired nutrition and fitness tracking app…

As email, postal and other marketing channels flood consumers with messaging, retailers struggle to meet the highly complex expectations of their hyperconnected customers. Today's consumers demand more personalized, optimized and unique shopping experiences. While the process known as data onboarding isn't new, it's still growing in popularity within the world of retail. Data onboarding enables…

Retailers collect a massive amount of data every day. That data gets turned into reports, which are distributed throughout different branches of the company, including store associates. However, do those store associates know what to do with all the reports sent to them? Most of the time the answer is “no.” In the session “Prescriptive…

Accurate data is the fuel necessary to power personalized marketing campaigns. Without accuracy, personalization isn’t possible.

Heather Fletcher, my colleague at Target Marketing (sister publication of Total Retail), wrote a very interesting article yesterday that examined how President-elect Trump won the election by leveraging some tried-and-true marketing strategies — namely, data modeling, multivariate testing and targeted social media marketing. (Click here to read the full article.) Heather's article got me to…

Last week, U.S. District Court Judge James Robart ordered Amazon.com to turn over the names of everyone who purchased specific WEN hair products. WEN hair products are at the center of a class-action lawsuit alleging their use leads to different adverse effects, like hair loss. The judge ordered the disclosures so that lawyers in the…

If records are made to be broken, then they served their purpose well during the Thanksgiving 2016 holiday shopping weekend. Cyber Monday sales reached an all-time high with $3.39 billion spent online — a 10.2 percent increase over 2015, according to Adobe Digital Insights. This marked the largest online sales day in history, narrowly surpassing…