Customer Retention

Powering Emotion in the Retail Experience
July 26, 2016 at 11:02 am

“I LOVE this shop,” my wife said when she came across a new dress shop in our local town. Love is a strong word, but that's exactly what retailers are trying to inspire in customers when they endeavor to build an emotional connection with them. The Harvard Business Review says that customers are emotionally connected…

Why Customer Experience is the Future of Marketing for Retailers
July 1, 2016 at 10:34 am

You may think of big data, content marketing, mobile or social as being the future of marketing, but it’s the combination of all four that helps retailers make great experiences for customers. In essence, customer experience is the now and future king of marketing in the retail industry — the connection between a positive worker…

Brooks Brothers Reveals Secret to Customer Loyalty
June 7, 2016 at 9:41 am

“We’re like poker buddies,” says Richard Buonomo about Mario Mirabella, his personal shopper at Brooks Brothers as he searches the shop for the right ‘brownish button.’ “He is very picky and fussy,” says Mario, a second generation master tailor at the flagship store in New York. “But we make everything perfect. That’s what a personal shopper…

Go Big or Go Personal With Smart Analytics
May 25, 2016 at 11:51 am

Retail is intensely competitive. You either need to go really big or find a niche where your service, quality, convenience or personal touch are more appealing to some people than going to Amazon.com, Wal-Mart, Home Depot or some other take-your-pick competitor with crushing economies of scale. However, there’s a new problem with this. In their…

Why Running Your Own Loyalty Program is Worth It
May 6, 2016 at 10:24 am

Seventy-five percent of U.S. companies with loyalty programs generate a return on that investment. With so much success on the line, it’s surprising how many retailers still outsource loyalty programs, either directly or indirectly, to third-party vendors through cash-back partnerships. Third-party loyalty partners are attractive to small and midsized retailers as they don’t require in-house technology or labor…

Kmart Offers Lifetime Guarantee on Plants, but Take a Look at Fine Print
May 4, 2016 at 9:42 am

No green thumb? No need to worry, said Kmart, announcing a new lifetime guarantee on certain plants sold at its lawn and garden centers. Customers who buy a tree, shrub or perennial with a "Plants for Life, Guaranteed" tag can, upon the plant's untimely passing, receive a replacement or store credit if they return the "Guaranteed…

Mapping Out Your Digital Commerce Strategy
April 28, 2016 at 10:17 am

In today’s rapidly evolving digital world, often referred to as the “Age of Amazon,” it's become increasingly important for companies to envision and implement comprehensive commerce strategies to better connect with consumers in a meaningful way. However, only a quarter of executives at major enterprises believe their organizations are on the right track in this…

How Subscription Commerce is Transforming Retail
April 27, 2016 at 12:10 pm

In today’s digital economy, innovators are quickly entering and creating new markets. Companies like Birchbox, RocksBox and Dollar Shave Club have changed the way consumers shop by using a subscription-based model. This approach enables brands to gain critical customer data that can be used to retain customers in an evolving and competitive market while boosting…

Tips to Enrich the In-Store Experience
April 26, 2016 at 3:28 pm

At the start of 2016, Wal-Mart, the world’s largest company by revenue, announced that it would close 269 locations around the world. Macy’s also plans to close 40 stores this year. In part, industry analysts blame closures like these on what they see as a larger retail shift toward online shopping. And with the growing…