Customer Retention

Retail Relevance in the Age of ‘Amazonification’
October 4, 2018 at 10:55 am

For customer-centric companies, the death of retail has been greatly exaggerated. While many retail brands are underperforming and facing consistent declines in sales, others are doing well enough to drive an overall increase in store openings. Winners and Losers In reality, we're continuing to see a bifurcation within the retail industry between the haves and…

Shiseido Applies Customer Data Platform to Make Up Beautiful Marketing
October 4, 2018 at 10:04 am

More than ever, businesses need to deliver personalized experiences that provide customers with real value. In a recent survey of corporate leaders, analyst firm Gartner reported that 81 percent of respondents believe their companies will compete mostly or entirely on customer experience. However, acknowledging that customers today expect personalized experiences and delivering on that expectation…

2018 State of Consumer Loyalty Proves How Much Brands Matter in an Amazon World
September 24, 2018 at 12:41 pm

Yotpo's 2018 State of Consumer Loyalty survey examines American shoppers’ attitudes about brand loyalty. The findings reveal evidence of Amazon.com's influence on consumer expectations (61.3 percent of shoppers cite free shipping as an incentive to buy from a new brand) and highlights ways that direct-to-consumer brands can go above and beyond to earn, and re-earn, customer loyalty.

Personalized Emails Helping Shoe Carnival Drive Customer Loyalty
September 17, 2018 at 11:16 am

In episode 163 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Kent Zimmerman, vice president of digital at Shoe Carnival, discusses how the family footwear retailer is using customer data to personalize marketing communications, particularly email, helping to drive conversions and, ultimately, loyalty.

Want Millennial Loyalty? Embrace the Strength of Social Media and Texting
September 14, 2018 at 2:14 pm

It’s no surprise that retailers have long been witnessing a sharp decline in customers who visit their brick-and-mortar stores — even the big-name behemoths. Still, data shows that physical stores still account for 90 percent of all retail sales in North America. What accounts for this disparity? Millennials (yes, we can blame them for this…

How to Make the Most Out of Members in Your Loyalty Program
September 12, 2018 at 11:41 am

It’s no surprise that retailers have long been witnessing a sharp decline in customers who visit their brick-and-mortar stores — even the big-name behemoths. Still, data shows that physical stores still account for 90 percent of all retail sales in North America. What accounts for this disparity? Millennials (yes, we can blame them for this […]

Express Improves Loyalty Program Through Smart Use of Data
September 10, 2018 at 11:37 am

In episode 162 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Kate O'Shaughnessy Jung, director of loyalty, mobile and partnerships, and Tony Zubek, manager, credit, loyalty and mobile, both of Express, discuss how the fashion retailer has revamped its loyalty program though the use of customer data.

Neiman Marcus Uses Technology to Create More Loyal Customers
September 4, 2018 at 11:01 am

In episode 161 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Scott Emmons, head of innovation lab, Neiman Marcus, details how the upscale department store chain is leveraging technology across sales channels to improve customers’ experiences, ultimately resulting in increased loyalty to the brand.

Customer Experience: The Black Hole for Retailers
August 28, 2018 at 4:09 pm

Square Root's national survey of more than 300 U.S. retailers explored brands’ approaches to customer experience strategy and programming, from ownership within the organization to the tools, technology and metrics used to gauge success. Among the findings, the study revealed that while 96 percent of retailers say customer experience is a core priority, 75 percent believe their organization has room for improvement. What’s more, despite 89 percent of retailers believing long-term success hinges on customer experience, nearly 40 percent of brands still lack ways to measure the impact of their efforts. The full report reveals the biggest challenges retailers face when it comes to keeping up with increasing customer expectations, addressing the in-store data void, and improving organizational alignment around customer experience.