Customer Retention

6 Tips to Take on Amazon
June 16, 2017 at 9:29 am

When it comes to e-commerce, it seems to be Amazon.com vs. everyone else. Amazon’s dominance is well documented; it has more than 300 million active users who rely on the site for everything from everyday essentials to TVs. In addition to changing the shopping experience, Amazon has changed shopper expectations. Amazon’s customers have come to…

Retail Spotlight: Fashion-Forward CRM Automation
June 9, 2017 at 2:59 pm

When it comes to e-commerce, it seems to be Amazon.com vs. everyone else. Amazon’s dominance is well documented; it has more than 300 million active users who rely on the site for everything from everyday essentials to TVs. In addition to changing the shopping experience, Amazon has changed shopper expectations. Amazon’s customers have come to […]

Ulta's Strategy for Winning Customers’ Loyalty
June 8, 2017 at 11:14 am

In a session yesterday at the CRM Conference (CRMC) in Chicago, Eric Messerschmidt, senior vice president, strategic marketing, CRM and loyalty at Ulta, discussed the beauty retailer's approach to customer retention. Ulta has a very active loyalty program, Ultamate Rewards, with more than 24 million members. Those customers have helped Ulta become a leader in…

Tips on How to Reactivate Inactive Customers
May 31, 2017 at 10:06 am

Email is cited as the most effective digital marketing channel for customer retention in the U.S., while also serving as the foundation of the marketing-to-sales funnel for the majority of B-to-B and B-to-C marketers. However, the inevitable attrition occurs for the majority of brands. Though consumers may not formally opt out, a significant number of…

Mobile App, Loyalty Program Help LIDS Better Engage Customers
May 30, 2017 at 12:26 pm

In episode 94 of Total Retail Talks, John DeWaal, vice president of marketing at LIDS Sports Group, discusses the omnichannel sports licensed retailer's recently launched mobile app, its newly designed loyalty program, and how the two work together to create loyal customers.

Loyalty Has a New Number: How Brands Can Make the Top 5
May 24, 2017 at 10:28 am

Managers of retail loyalty programs have a new metric to remember. It's the number five. The 500Friends Q1 2017 global survey of loyalty program members and loyalty program managers examined the state of loyalty in the retail and consumer packaged goods (CPG) sectors — revealing a number of surprising findings. Most consumers in North America,…

How Hyperlocal Shopping Experiences Can Increase Engagement
May 8, 2017 at 10:01 am

With e-commerce now a normal part of everyday life, the number and frequency of in-person interactions is decreasing, and sometimes disappearing altogether. However, even as online shopping pervades, brands are finding important value connecting with customers face-to-face, whether through local pop-up shops, brand-sponsored community events or new brick-and-mortar locations. In-person experiences are often the best…

How Retailers Can Use Sentiment Analysis to Tap Into Consumer Demand
April 28, 2017 at 7:00 am

Big-name retailers have had a rough year. While the economy continues to make gains, the stock market reaching record highs and jobs reports putting smiles across economists’ faces, retailers such as Macy’s have failed to exploit the improving economic landscape. In fact, according to WWD, Macy’s, Sears Holdings Corp., The Limited, American Apparel, BCBG Max…