Customer Retention

Most brands have one goal: engage with consumers successfully. Consumers have more choices than ever, and brands must create positive customer experiences to succeed. Even with all the competition in every industry, brand-loyal customers will continue to choose a brand based on the high caliber of its offerings and the overall experience. Positive brand awareness…

In episode 250 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Chris McCann, CEO of 1-800-FLOWERS.com, a leading provider of gifts, and Boaz Gaon, CEO and founder of Wisdo, an emotional wellness self-care platform. McCann and Gaon discuss a recent partnership between the two brands as well as the launch of Connection Communities, a peer-to-peer support portal that guides…

To stay ahead in the competitive e-commerce environment, particularly in a COVID world, many retailers are turning to loyalty programs to capture customer data. After all, when customers join a retailer’s loyalty program, not only do they share explicit data (think name, email address, phone number, etc.), but retailers can also collect implicit behavioral and transactional…

One of the most effective ways to develop a profitable retail business is to retain existing customers, getting them to come back to your brand to purchase again and again. The cost to acquire a customer, even if diminished post-COVID-19, is still significantly more expensive than it is to retain an existing one. Therefore, retailers…

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss the recently released report, Customer Loyalty in a Fragmented Retail Market. The report, which was produced by Total Retail with card-linking technology provider Fidel, dives into how retailers can leverage data to create long-term customer relationships, and the role of…

There’s a small bright spot for the retail trade sector, even if it might be short-lived. After two straight years of decline, the industry improved its customer satisfaction, edging up 0.1 percent to a score of 77.3 (on a 100-point scale), per the 2019-2020 American Customer Satisfaction Index Retail and Consuming Shipping Report. Now everything…

As we move past the mitigation phase of COVID-19 and embark on reopening strategies, smart retailers and brands will learn from the early lessons we can draw from the unfolding crisis. The past several weeks and months have brought more disruption than almost any other series of events in recent American history. Previous disruptions, ranging…

With the abundance of choice that today’s consumers have, particularly online, we’ve seen loyalty to retailers and brands decrease. If a retailer can’t meet the immediate and increasingly stringent needs of a consumer, be it price, product quality, service, delivery time, etc., they simply move on to a competitor. And those shifts are occurring across…

Consumers willingness to adopt new products and try new experiences hasn’t merely increased; it’s reached an entirely new level of hyperadoption that retail brands are claiming they can’t keep up with. With consumers just as quick to try new brands as they are to walk away from ones they were once loyal to, retailers are…

In the “retailpocalypse” — i.e., the age of mass closings of brick-and-mortar retail stores falling to new online competition — brands live and die by their ability to communicate a strong purpose that resonates with their core customer base. In the absence of abundant sales leads, companies must instead bolster long-term relationships with customers. This…