Customer Data

4 Keys to Delivering Next-Generation Customer Experiences
April 29, 2016 at 2:19 pm

If you asked passengers on a plane if they booked their tickets online, over half are likely to answer “yes.” And if you asked those who didn't complete their ticket purchase online, over 80 percent are likely to say they abandoned the purchase because they were surprised by the price — either the price changed…

J.Crew CEO's Drastic Attempt to Win Back Lost Customers
April 26, 2016 at 2:41 pm

J.Crew is getting personal to fix its problems. CEO Mickey Drexler sent out an email to all customers on the company's mailing list, Racked reports, with a very specific request: to email him directly. His email address, Racked notes, is msd@jcrew.com. Drexler reportedly revealed this information because he wants to hear customers' thoughts on how the retailer's…

Wal-Mart, Visa Are Fixing the Worst Thing About Chip Credit Cards
April 20, 2016 at 10:38 am

If you're tired of how much longer checkout at a store is taking since the rollout of new chip-enabled credit and debit cards, relief may be on the way. Visa said on Tuesday it had upgraded its software to improve the processing of chip-enabled cards and reduce checkout times. The payments company said the upgrade will…

How Saks is Succeeding With Personalization
March 28, 2016 at 12:13 pm

Personalizing the shopping experience for consumers in all channels is a primary initiative for omnichannel retailers. Saks Fifth Avenue is no exception. In episode 29 of Total Retail Talks, Joe Milano, senior vice president, general manager, digital retail and e-commerce for Saks, talks about how the luxury department store chain is working to give consumers…

Customers: Get Them, Learn From Them, Keep Them
March 24, 2016 at 9:48 am

Getting customers is one thing; keeping them is something quite different. There was a time in the past when price was considered the only factor impacting consumers’ purchase decisions, but of course it's so much more complex than that. The many ways in which customers now interact with a brand online and offline make it…

Tips for Harnessing the Power of ‘Smart’ Data
March 14, 2016 at 12:37 pm

Two powerful forces are shaping today's retail sector. Separately, each can pose huge challenges if not harnessed correctly. However, combined they can create vast opportunities for deeper, modernized customer loyalty. The first phenomenon is data. Retailers have access to tons of detailed data about today's customers — information from websites, email lists, social media, online…

Are You Loyal to Them: Evolving Retailers’ Customer Loyalty Programs
March 2, 2016 at 11:34 am

Loyalty programs have come a long way in recent decades. In their early years, they were little more than simple, dubious rewarding schemes. At worst, customers sacrificed their hard-earned dollars for a cheap glass or other trinket they neither needed nor wanted. At best, a company account paid for the trinket and the superfluous gift…

Experience Will Reign in 2016
February 17, 2016 at 11:57 am

The way time-crunched, always-on consumers shop and the ways in which savvy retailers and marketers appeal to them are transforming. And there’s no better place to plug into the current state of affairs and get a taste of the future than the National Retail Federation’s Big Show. Lat month in New York, exhibitors large and…

5 Secrets to Maximize Retail Sales in 2016
January 13, 2016 at 11:26 am

Retailers are gearing up for the new year. With all of the world’s bounty just a few clicks or taps away, the competition will be fierce. Use your wits and data to put your best foot forward. Here are five tips to help you get started: 1. You don’t need much data to start targeting: The…