Customer Retention

We greet 2022 with hopes for a less turbulent year than the past two. With the onset of the New Year, there are several trends taking shape in the retail sector. Let’s take a look at five predictions and how they could impact the way we do business going forward. Data and Privacy Continue to…

Direct-to-consumer (D-to-C) was one of the hottest new trends in e-commerce last year, for both consumer and B-to-B brands. In August, eMarketer/Insider Intelligence reported that D-to-C comprised 14 percent of all U.S. e-commerce retail, after growing by 40 percent in 2020 because of the big pivot to digital shopping. The need to pivot and that…

Albertsons CEO Vivek Sankaran may be a relative newbie to retail, but he gets the immense value the grocery chain has for customers. In a conversation with CNBC "Closing Bell" co-anchor Sara Eisen at the National Retail Federation (NRF) 2022 Big Show in New York on Monday, Sankaran said he's exploring the notion of keeping…

In this episode of Retail Right Now, Total Retail's Marie Albiges and Kristina Stidham discuss an article recently published by Total Retail titled, “How to Retain Your Customers and Attract New Ones in 2022,” authored by Vanessa Cartwright, CEO of Astound Commerce. The article shares four steps e-commerce retailers can take to make the most…

For retailers with an e-commerce business, COVID-19 drove an unprecedented increase in new customers who lacked the option or desire to enter a physical store to make their purchases. But as we slowly emerge from the pandemic, how can brands retain those customers? What steps can be taken now to make the most of this…

It’s a great day for a merchant when a shopper decides to make a purchase. Not only have they made a sale, but they’ve also created an opportunity for a lasting customer relationship. But to build a successful customer relationship, retailers and brands must remember that their job doesn’t end with a transaction. The customer…

The path to retail success sounds simple in theory: build loyalty and create sustainable growth by delivering a great customer experience. By doing this, first-time customers become repeat buyers and stick with your brand long term, allowing you to maximize their lifetime value as customers. But this strategy isn't as simple as it seems once you unpack the “customer” part of the formula. It’s especially…

According to Salesforce, nearly half of U.S. consumers have lost trust in a brand this past year, with many citing that they’d liked to have deeper relationships with the brands they love. As a result, brands are tasked with figuring out ways to build back that trust and keep customers engaged long term. While loyalty…

It’s easy to feel like brand loyalty is dying. Consumers have so many ways to shop and with loads of brands competing for their attention, why not shop around? The numbers would seem to bear out that theory. Last year, research from McKinsey found that 73 percent of American shoppers have altered their brand preference…

Every retailer has seen a massive surge in digital interactions over the last 18 months. The disruption of COVID-19 made even the most tech-shy consumers turn to digital channels — and they liked what they found. A recent international survey by OnePoll revealed that 58 percent of consumers say they’ll continue to have more digital…