Customer Retention

Retail has always been a tough game, and increasing demands on brick-and-mortar to differentiate from e-commerce has only made it harder. With more options than ever before, consumers have their pick of the litter, online and offline. Bad experience at one store? Plenty more to try instead. But what drives away customers? Qualtrics recently conducted…

With more customers desiring a shopping experience that's equally convenient and flexible, we’ve seen a massive shift from an ownership to subscription model in the retail space. Modern shoppers are taking on recurring costs and companies are adapting their business models in response to this trend. We’re now even seeing shoppers gift friends and relatives…

For retailers, trust can be hard to come by. Faced with an increasingly competitive landscape, rising demand for engaging brand experiences, and heightened expectations around consumer privacy, you have to work harder than ever to win customers’ trust, let alone longer term loyalty. In fact, in the age of endless choice, you might even be…

Measuring business success has always come down to revenue. Although customer relationship management (CRM) data hasn’t always been a large part of the conversation around what drives those numbers, the fact is it can have one of the most profound and positive impacts on business success. I’m able to confidently say this because CRMs hold…

Intelligently using data is key for midsized online retailers to succeed in today’s hypercompetitive market, while at the same time offering the curated experiences that modern shoppers demand. What follows are three simple ways to leverage data to effectively engage consumers at every stage of the purchasing journey. Target Your Advertising Spend Traditionally, retailers have…

At the end of every holiday shopping season, infographics and statistics are released to illustrate how successful retail marketing campaigns were in obtaining new customers or pushing sales receipt totals higher. These two data points are not only connected but easily built by fostering a relationship with the customer based on personalized communication. Obtaining a…

In our increasingly on-the-go, mobile world, consumers want convenience and they’ll give their loyalty to brands that provide it. However, big brands like Amazon.com have had the edge when it comes to providing an exceptional customer experience. Until now. The future of retail doesn’t have to be wrapped up in the same old box from…

In today’s retail reality, moments are critical, and customers’ experiences are won or lost as soon as they occur.

Brands guilty of this disconnect are missing out on opportunities to hyperpersonalize and generate revenue, alienating customers.

In episode 178 of Total Retail Talks, Chris Brigham, director of omnichannel, and Michael Wheeler, omnichannel sales analyst, both of City Gear, discuss the urban footwear and apparel retailer's use of its mobile app to generate customer loyalty. In addition, Brigham and Wheeler share how City Gear's use of mobile push notifications has helped to drive…