Customer Retention

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.…

How Data-Rich Marketing Efforts Keep Loyalty Members Flying With Southwest Airlines
September 3, 2019 at 11:58 am

In episode 211 of Total Retail Talks, Executive Editor Joe Keenan speaks with Jonathan Clarkson, managing director of loyalty, partnerships and products for Southwest Airlines. Listen in as Clarkson discusses Southwest's Rapid Rewards loyalty program, how the program differentiates from other airlines’ rewards programs, and the fundamentals of its revenue-based earn-and-burn points system. He shares Southwest Airline's…

10 Steps to Creating a CX Practice in Your Organization
September 3, 2019 at 11:03 am

I would find it highly unlikely for anyone in marketing or retail to say they haven’t recently read an article related customer experience (CX). The term is popping up everywhere nowadays. We all know the customer’s overall experience with a brand has a significant influence over his/her loyalty, but how do we best go about…

Top Customer Experience Best Practices for Retailers Today
August 30, 2019 at 10:14 am

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss a session from last week’s eTail East conference on customer experience best practices. The session, which was led by David Levin, vice president of customer experience and digital innovation at Bob’s Discount Furniture, offered the audience 10 CX best practices…

The 3 Components to Emotional Loyalty
August 30, 2019 at 9:51 am

For brands today, the battle for customer loyalty is more difficult than ever before. Rather than sticking to one brand, many customers are selecting products based on a variety of factors like price, overall purchasing experience, and reviews from family and friends. In fact, recent studies show 81 percent of consumers trust their friends and family’s…

Earning the Loyalty of the Modern Customer
August 26, 2019 at 2:04 pm

Nearly 70 percent of consumers say their loyalty is more difficult for a retailer to maintain than ever before, according to a recent Clarus Commerce study. And consumers are pinning the blame on retailers — 88 percent say retailers could do more to earn their long-term loyalty. When it comes to satisfying the needs of…

How Chico's FAS Obtains a 360-Degree View of its Customers
August 5, 2019 at 12:10 pm

In episode 207 of Total Retail Talks, Executive Editor Joe Keenan speaks with Lester Holze, vice president of sales, retail and CPG at Experian Marketing Services, and Dan Thorpe, analytics leader at Chico's FAS. Listen in as Holze and Thorpe discuss why Chico's FAS chose Experian as its data partner and how the relationship has helped the women's…