Customer Retention
March 25, 2021 at 4:07 pm
In 2019, online retail sales surpassed $3.5 trillion worldwide, but the e-commerce boom was just getting started. With COVID-19 keeping everyone home, and brands pivoting operations to sell online, the events of 2020 created a unique ecosystem for the online marketplace to explode. This shift in consumer behavior, combined with the technology available today, make…
March 23, 2021 at 7:22 pm
Price is no longer king, and brand name alone won’t get you very far with a consumer that now values trust above all else when selecting which retailers and brands to shop with online. Since March 2020, the sustained influx of retailers into the online shopping space has severely damaged the relationship between customer and…
March 22, 2021 at 10:13 pm
The COVID-19 pandemic imposed two severe stress tests on retailers, according to Brand Keys 25th annual 2021 Customer Loyalty Engagement Index®, a national survey of 75,000-plus consumers conducted by the New York-based brand engagement and customer loyalty research consultancy. The survey found rigors created by the 2020 marketplace produced two loyalty challenges for retailers: to…
March 18, 2021 at 6:45 pm
The last year proved to be the most difficult retailers have ever faced. At a time when shoppers needed to stock up, retailers were forced to place limits on select items. As lines and basket sizes increased, retailers had to pull back on the number of people allowed inside stores. It was an ongoing situation…
February 25, 2021 at 5:12 pm
Building and maintaining trust with consumers has always been an important engagement strategy for brands. However, given the significant challenges of the past year, establishing trust has been elevated from just an important engagement strategy to a critical commercial imperative. Gartner defines brand trust as “a consumer’s trust and belief that a company will consistently…
February 22, 2021 at 1:38 pm
Customer loyalty is integral to the success of a brand, yet often remains elusive. Unlimited options and access to digital marketplaces foster an environment of fierce competition for consumer attention. In this reality of infinite purchasing choice, brands are increasingly turning to product sampling campaigns, which have proven to boost overall brand awareness and conversions.…
February 17, 2021 at 5:11 pm
Back in the "B.C. era" — you know, "Before COVID-19" — no one expected cleaning and safety protocols would have a featured role in 2020 marketing messaging for so many industries unrelated to cleaning products. But that’s what circumstances demanded, so companies recalibrated their approach with little notice. Now it’s time to strategize and plan…
February 11, 2021 at 1:00 pm
The end of 2020 brought an atypical shopping experience for many consumers facing lockdown restrictions. Whether brands were prepared, unprepared or fell somewhere in between in order to meet the rapid shift in consumer behavior due to the pandemic, they all had lessons to learn and room for improvement when it came to meeting and…
February 10, 2021 at 10:38 am
2020 was no doubt one of the most challenging for retail. But 2021 should begin a path to recovery with improvements in health and in the economy. The retail industry has the opportunity to continue to innovate products and consumer experiences, expand business, and reconnect with consumers in new and different ways.
February 9, 2021 at 12:44 pm
No industry sector has experienced a year quite like 2020. For retailers, the pandemic caused massive upheaval to in-store shopping, supply chains, marketing budgets, and more. Retailers that relied heavily on brick-and-mortar sales were forced into e-commerce seemingly overnight. But the truth is the pandemic arrived at a time when retailers were already grappling with…
