Customer Retention

Mobile Personalization: The Secret Sauce of Customer Engagement
April 10, 2018 at 10:36 am

There’s a good chance you're reading this post on your phone; the effect of the mobile-first age. But what does “mobile first” mean when it comes to marketing strategies? It means creating an experience where you anticipate your customer not having a printer readily accessible. It means understanding that a customer will not always have…

Report: Ace Hardware, Dollar Tree Tops in Customer Experience
April 9, 2018 at 12:54 pm

Ace Hardware and Dollar Tree deliver the best customer experience in the retail industry, according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers. Of the 49 retailers included in this year's ratings, Ace Hardware and Dollar Tree tied for the top spot. Each earned a…

Announcing the Release of Total Retail’s 2nd Annual Top 100 Omnichannel Retailers
April 3, 2018 at 1:30 pm

Total Retail is excited to present to you its second annual Top 100 Omnichannel Retailers. The report, produced in conjunction with Radial, a leading omnichannel commerce technology and operations provider, features a ranking of 100 publicly traded retailers based on their omnichannel retail programs offered as well as the execution of said programs. Why focus on…

Gen Z and Millennials Are Changing Customer Loyalty
April 2, 2018 at 4:19 pm

The loyalty landscape is in the midst of significant evolution, driven by new technologies, smarter programs, and changing customer needs and expectations. In a new study released by Bond Brand Loyalty, a leading global customer engagement agency, consumers say they spend more, advocate for, and remain loyal to brands with loyalty programs that offer innovative personalized experiences in addition to points and discounts. Consumers spend 37 percent more with brands when they're a loyalty program member.

Mobile Data: The Holy Grail for Brick-and-Mortar
March 27, 2018 at 12:01 pm

Smartphones are an extension of consumers themselves, no matter the time, day or place. These devices accompany consumers everywhere they go and are a treasure-trove of information, especially for retailers as they are a key way to track real intent. With advances in location data and real-time analytics, mobile devices are more important than ever…

Retail Credit is a Powerful Driver of Loyalty Growth
March 8, 2018 at 12:31 pm

Retaining customers and winning repeat sales has never been more important as retailers face increasing competitive pressure. This is true now more than ever, since just a few retailers control such a large share of consumer shopping. The top 10 merchants generated 51 percent of revenues earned by all the brands on the National Retail…

Keeping Customers Loyal: Creating Experiences Powered by Data
March 7, 2018 at 10:32 am

In 2017, many struggling retailers closed their doors. In fact, more than 6,800 stores closed from the impact of online retailing or, in some cases, lack of interest in their businesses. Consumers are no longer willing to go into a store and meander through the aisles to make a purchase, unless it’s for a bargain (think…

4 Ways to Create More Authentic Marketing That Builds Customer Loyalty
February 22, 2018 at 11:38 am

Attempting to get attention from retail customers, let alone loyalty, is a huge challenge in today’s marketplace. Consumers are bombarded with messages constantly, leaving little to no room for a compelling message that “sticks.” Retailers are wise to consider how they can reach their audiences effectively with the last bastion of marketing: authenticity. Here are…

Better Customer Understanding Leads Brands to Seek Better Insights
February 20, 2018 at 12:02 pm

Customer-obsessed marketing is here, and retailers and brands are evaluating an increasingly complex advertising world filled with new questions around metrics, search performance and audience quality. In a recent study from RetailMeNot and Kelton Research on connecting retailers, brands and agencies with priority customers, retail marketers weigh in on the essential nature of identifying and…

How Politics and Hashtags Changed the Face of Retail
February 19, 2018 at 3:15 pm

Political polarization, voter tribalism and more fervent social movements like #grabyourwallet, #MeToo and #TimesUp have changed the face of brand engagement and consumer loyalty in all retail categories, according to new values and insights identified in the Brand Keys 23rd Annual Customer Loyalty Engagement Index®.