Customer Retention

Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity
October 11, 2023 at 2:01 pm

In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Previously, brands would work on their ideas and develop a product or service that they believed would help customers. Now, brands are taking notes and working on innovating and devising products and services that customers believe in. By…

How Retailers Can Make the Most of This Year’s Deep Discounting
October 3, 2023 at 12:16 pm

Retailers, particularly those in high throughput categories like footwear and apparel, are still feeling the effects of the inventory glut that started in 2022. The issue is so severe for some brands that the tactics being used to clear inventory have moved from desperate to dangerous. We’re already seeing brands offering 40 percent off site-wide…

Ready or Not ... The Future of Loyalty Marketing Lies in AI
September 13, 2023 at 7:40 pm

In today’s highly competitive retail market, customer loyalty is often a pivotal driver of business success. So much so that studies have shown that increasing customer retention rates by just 5 percent can boost profits up to 95 percent. However, gone are the days of one-size-fits-all loyalty programs that offer the same rewards and incentives…

Retail in 2023 and Beyond: 'Empathy' Holds the Key to Customer Retention
July 26, 2023 at 12:48 pm

In the rapidly evolving retail landscape, the brands poised for success in 2023 and beyond are those that can effectively demonstrate empathy toward their customers and deliver a highly personalized customer experience.  These times present significant challenges for retailers. The escalating cost of living has caused consumers to scale back on spending. Geopolitical uncertainties have…

5 Predictions to Help Retailers Prepare for the Future of Retention Marketing
July 26, 2023 at 10:37 am

The job of a retail marketer is to adapt. Adapt to new trends and changing customers behaviors. Adapt to declining channels that were once effective. Adapt to customers' high expectations. Adapt to changing data privacy regulations. But instead of being reactive to trends, why not be proactive? Look to where consumer marketing is headed, and…

As Retailers Use New Tactics to Drive Loyalty, Here’s How to Tell What’s Working (and What’s Not)
June 26, 2023 at 5:03 pm

Several companies are experimenting with new initiatives to improve customer loyalty, including Amazon.com paying customers to pick up purchases and retailers like Abercrombie & Fitch, Anthropologie, and Gap ramping up discounts. Others, like Jenni Kayne and Madison Reed, are leaning into membership programs — but are these efforts truly worthwhile? Companies often turn to business…

Retail Loyalty Expert Emily Teele on Building Culturally Diverse Teams
June 19, 2023 at 1:52 pm

In episode 406 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Emily Teele, retail loyalty expert, Nike leader and KindWork board member. Listen in as Teele provides an overview of her role at Nike (0:42), what drew her to take on the international position (1:33), and how she's seen the loyalty space evolve throughout her…

Driving Brand Loyalty Amid Supply Chain and Price Pressures
June 15, 2023 at 12:03 pm

Brand loyalty can be a fickle thing, especially when consumers feel the pressure of high prices and the frustration of out-of-stocks. When shopping online, these issues can come across as even more impersonal, further hindering brand loyalty. For example, after a long workday, there are perhaps fewer things more frustrating for a busy parent than…

5 Proven Strategies to Attract High-Value Customers and Maximize ROI
June 14, 2023 at 12:58 pm

Retailers of all sizes strive to acquire high-value customers who are loyal and willing to spend their money with the brand, especially in today’s climate. High-value customers are the integral component of any business. These types of consumers rely heavily on a store's products or services and regularly make large purchases time and time again.…