Customer Retention
December 23, 2015 at 12:22 pm
Thanksgiving weekend has come and gone, along with any doubt on just how much the holiday retail landscape has changed. Overall, signs are better for e-commerce companies than for brick-and-mortar stores, as seen in the results from the holiday weekend: while Black Friday in-store traffic slipped, online shopping surged, up 18 percent on Black Friday…
December 11, 2015 at 9:35 am
At a time when shoppers have more options than ever, Kohl's is placing a wager that one set of customers can help revive its sales: its loyalists. The discount department store, which outperformed Macy's during the third quarter, is hoping to ride its momentum into the critical holiday shopping period, which accounted for one-third of its sales last…
December 10, 2015 at 10:50 am
One month ago nearly the entire town of Hanover, New Hampshire woke up with something on their doorstep. While not a creature was stirring, a team of 30 Zappos employees descended upon the small town on Nov. 10 to deliver happiness. The gifts came in the form of 1,900 boxes, each containing cold-weather gear including…
December 4, 2015 at 10:10 am
Amazon.com’s Prime keeps attracting more and more members, and new data from Wall Street firm Cowen & Co suggests the subscription service is getting stickier, posing a more intense threat to traditional retailers trying to claw back market share. The survey suggests Amazon Prime is drawing younger and wealthier shoppers who are now using the…
November 4, 2015 at 10:27 am
The lowest price always wins in online retail, right? Not necessarily. Amazon.com is a perfect example of a company that doesn’t always offer the lowest prices, but has built up a strong perception of being a loss leader. While Jet.com has recently joined the online retail game, Amazon’s customers haven’t jumped ship just because Jet…
October 28, 2015 at 11:22 am
The holidays are just around the corner, and most merchants have already put a lot of thought into how they’ll try to maximize sales during the annual shopping blitz. But those with their eyes on the real prize will focus not only on sales volumes this holiday season, but also on how many of those…
October 27, 2015 at 4:13 pm
Loyal customers are what every brand is after. Considering the cost to acquire new customers — as well as the challenge of identifying which of the multiple touchpoints drove them to purchase — many retailers are recognizing the value in spending to retain the customers they already have. From technology upgrades to improve the shopping…
October 27, 2015 at 12:27 pm
Website and customer experience optimization aren't new. Both have been slowly and steadily evolving over the past decade and have become a key competitive differentiator for many retailers, especially global brands that have created a “culture of optimization” throughout their organizations. Along with this evolution comes new tips, tricks and techniques based on the previous…
October 9, 2015 at 10:44 am
Crowds are following Marvin Ellison around these days. The J.C. Penney CEO is spreading the word about what’s next for the department store chain after his predecessor, Mike Ullman, stabilized a company that had been on the brink of disaster. His strategy: focus on fostering customer loyalty.
September 16, 2015 at 1:46 pm
Over the past few years, the media has painted millennials as a generation of high-maintenance, lazy and entitled people. Considering that there are more than 75 million millennials in the U.S. alone, it’s a bit faulty to lump them all together. These consumers vary drastically from one another. They’re the most ethnically diverse generation of…
