Customer Retention

Capturing Gen Z’s Attention and Loyalty
November 6, 2019 at 4:00 pm

Marketers are still learning to connect with Gen Z, so we tend to default to how we approach millennials. However, these millennial strategies will likely miss the mark with the emerging Gen Z cohort. These digital natives are constantly connected to their mobile device and use it for almost all brand interactions. The majority of…

How Best-in-Class Brands Acquire and Retain Customers Today
October 8, 2019 at 9:33 am

Marketers continue looking to loyalty programs for growth and sustained customer relationships, tailoring loyalty investments that enable holistic views of customers. Fifty-one percent of marketers within retail intend to increase loyalty program spending this year to improve program awareness and engagement through multichannel ad campaigns, and to increase benefits that deliver real value upon participation.…

How Sam's Club's is Driving Customer Loyalty With Private-Label Products
September 20, 2019 at 2:48 pm

In this episode of Retail Right Now, Total Retail's Kristina Stidham and Ashley Chiaradio discuss how private-label products are driving customer loyalty for Sam's Club. Ashley traveled to the Groceryshop conference in Las Vegas earlier this week, and attended a session with Chandra Holt, senior vice president and chief operating officer of Sam’s Club. During…

Experience is the New Loyalty
September 20, 2019 at 2:26 pm

An increasingly competitive U.S. retail market and reports of store closures demonstrate how tricky it can be to adapt to the evolution of global e-commerce. Recent research conducted by Klarna shows that to survive, savvy retailers need a seamless cross-channel experience — creating an inspiring and fun experience across the entire customer journey, while maintaining…

Retail is Dead, Long Live Retail: A Peek Into the Industry’s Data-Driven Future
September 19, 2019 at 12:03 pm

There's no doubt that retail is changing, but brands and retailers that meet the challenge are thriving. That’s because data personalization and a multichannel approach are creating opportunities for the smartest brands and retailers to acquire, delight and retain customers for life. That last point — “for life” — may seem dramatic. It’s not. Given…

Retail’s Ability to Create Strong Emotional Bonds With Consumers
September 18, 2019 at 1:21 pm

Each year, our agency releases a Brand Intimacy Study, which is the largest study of brands based on emotion. We cultivated the theory of brand intimacy nine years ago, defining it as the emotional science that measures the bonds we form with the brands we use and love. MBLM’s Brand Intimacy 2019 study contains the most…

Why Successful Retailers Create Community Spaces for Customers
September 13, 2019 at 11:31 am

It began with “groceraunts,” but it has extended throughout the retail industry. The concept of community spaces within retail stores has been used to drive more foot traffic and offer a more complete customer experience. Whether it's a café, wine bar, bistro, or even just a sitting area with free Wi-Fi, community spaces have been…

The Most Important Retail Marketing Metric You Might Be Missing
September 10, 2019 at 11:18 am

Most business leaders want to run an enterprise that's truly “great.” Some are satisfied with running a “good” business, and in many circumstances there's nothing wrong with that. Over the long haul however, there’s a problem with just being “good.” As the venerable Jim Collins has researched and proven, all businesses over time break one…

Target to Roll Out New Loyalty Program Next Month
September 9, 2019 at 1:53 pm

Target has announced that it will roll out its new loyalty program, Target Circle, nationwide on Oct. 6. The expansion of the loyalty program complements Target’s branded credit card, Redcard, which only a quarter of its customers use. It also replaces Cartwheel, a separate discount program, in an attempt to offer a “more seamless, intuitive shopping experience.” The…

From Loyalty to Love: Why Focusing on the Heart is the Recipe for Retail Success
September 5, 2019 at 1:04 pm

It wasn’t that long ago customer loyalty meant something to brand marketers. If you held someone’s loyalty, there was little question you controlled their purse strings, and it took a significant amount of strategic effort to sway, say, a Coke drinker to become a Pepsi drinker. In 2019, however, loyalty has become a bygone buzzword.…