Customer Retention

At the start of the pandemic, a tidal wave hit the retail community. Restrictions no longer permitted shoppers in-store, resulting in a surge of online purchasing. Because of this, brands shifted, and they did so quickly. Those that relied on their brick-and-mortar presence pivoted by putting muscle behind e-commerce marketing strategies, causing direct-to-consumer (D-to-C) brands…

In episode 306 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Emilie Hoyt, founder and CEO of LATHER, top quality products for the body, face, hair and home made from unique, natural ingredients and pure essential oils. Hoyt discusses LATHER's business, what led her to start the brand, and to what she attributes the company's 20-year…

In a session during the National Retail Federation's (NRF) inaugural Retail Converge event last month, Hal Lawton, president and CEO of Tractor Supply Company (TSC), discussed how the company is planning to be an even more integral part of its customers’ lives through its Life Out Here strategy. In addition, Lawton addressed TSC's recently relaunched loyalty program,…

The pandemic changed everything … how we worked, lived, and interacted with our friends and family. And it really affected what we purchased, how we purchased, and which companies we purchased from. How many of those changes are permanent and what will it look like after the dark cloud of COVID subsides? This is a…

For decades, most retailers depended on foot traffic to their brick-and-mortar stores much more than the website they felt compelled to build late in the last century. Furthermore, “direct to consumer” isn’t really a new concept; thousands of prosperous companies marketed by direct mail and catalogs only, collecting orders via mail and phone before “that…

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss an article recently published in Total Retail Report titled, “5 ‘Tiny, Noticeable Things’ Guaranteed to Build Customer Loyalty,” by author and speaker Adrian Webster. He shares that there's no simpler nor effective way to build customer loyalty than by fully…

If you're looking to build customer loyalty, there's no simpler nor effective way of doing it then by fully utilizing what I call TNTs. TNTs are "tiny, noticeable things." They're all the little things that we don’t need to do, but when we do do them, they can have a seismic impact. They could be…

The pandemic challenged retail executives to keep up with a sudden, drastic shift in consumer behavior that continues to evolve. E-commerce is still seeing a surge in sales, but to maintain retail success in 2021, retailers will need to up their customer experience (CX) game and truly optimize the digital experience. Businesses that fail to…

“We know that some of our customers’ behaviors will shift back to pre-pandemic, and we know that some will never be the same. The issue is, we have no idea which is which.” In a recent discussion with a Fortune 500 CEO, he articulated to me what so many retail, CPG and commerce executives are…

As Americans come out of lockdown and revenge spending continues to gain momentum, retailers are tasked with finding new ways to drive loyalty and increase customer engagement — ways that go beyond promotions and discounts. This is increasingly important for e-commerce operations. While we can expect that physical retail promotion cycles will increase as they…