Customer Retention

Why Customer Engagement is the Key to Your Retail Strategy
June 21, 2020 at 10:25 am

2019 was a lackluster year for many brands; in the U.S. alone, more than 9,000 stores closed, nearly doubling the number of store openings and far surpassing the number of closures the year prior. While retailers around the world felt the pressure to adapt to a rapidly changing landscape, there were bright moments that showed…

Shopping Around: What Drives Recommendations and Loyalty in Retail
June 17, 2020 at 7:44 pm

Amazon.com gets it. Target and Publix get it, too. Customers expect a lot from retailers. Not just competitive prices, but personalized online shopping, flexible pickup options and returns, knowledgeable and empathetic in-store and contact-center employees. In short, they expect outstanding customer experience (CX). Amazon, Target, and Publix recently finished in the top three for customer…

You Get What You Need: Connection
June 17, 2020 at 7:20 pm

U.S. commerce has experienced an unprecedented level of disruption since the COVID-19 pandemic began. Our modern global economy has never faced anything quite like it, and we’re still unraveling which industries will sink or float in a post-COVID world. While sheltering in place just a short time ago, many rushed to stock up on food…

4 Retailer To-Dos to Boost Customer Loyalty Right Now
June 12, 2020 at 11:57 am

The coronavirus may be ravaging the economy, but retailers’ creativity, agility and compassion mean they won’t suffer forever. Brands and businesses are flexing new and old muscles to take on this challenge. Below are four steps retailers can take right now to gain and retain customers, insights and loyalty: 1. Delve into data. The pandemic…

How Retailers Are Using Card-Linking Technology for Customer Loyalty
June 10, 2020 at 7:29 pm

Customer loyalty has been on the decline, with consumers having an abundance of options to choose from when making all sorts of retail purchases. If a retailer can’t meet a consumer's needs, whether it be related to price, product, experience, etc., he or she will often move on to a competitor that can. To help address…

Connecting the Dots Between Customer Loyalty and Process
June 9, 2020 at 3:55 pm

Most brands have one goal: engage with consumers successfully. Consumers have more choices than ever, and brands must create positive customer experiences to succeed. Even with all the competition in every industry, brand-loyal customers will continue to choose a brand based on the high caliber of its offerings and the overall experience. Positive brand awareness…

1-800-FLOWERS.com CEO Chris McCann on Building Customer Relationships
June 7, 2020 at 8:47 am

In episode 250 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Chris McCann, CEO of 1-800-FLOWERS.com, a leading provider of gifts, and Boaz Gaon, CEO and founder of Wisdo, an emotional wellness self-care platform. McCann and Gaon discuss a recent partnership between the two brands as well as the launch of Connection Communities, a peer-to-peer support portal that guides…

How Loyalty Programs Can Help Retailers Learn About Their Customers
June 3, 2020 at 6:36 pm

To stay ahead in the competitive e-commerce environment, particularly in a COVID world, many retailers are turning to loyalty programs to capture customer data. After all, when customers join a retailer’s loyalty program, not only do they share explicit data (think name, email address, phone number, etc.), but retailers can also collect implicit behavioral and transactional…

3 Tips for Creating Long-Term Customer Relationships
May 27, 2020 at 8:07 pm

One of the most effective ways to develop a profitable retail business is to retain existing customers, getting them to come back to your brand to purchase again and again. The cost to acquire a customer, even if diminished post-COVID-19, is still significantly more expensive than it is to retain an existing one. Therefore, retailers…

How Retailers Can Leverage Data to Create Long-Term Customer Relationships
May 21, 2020 at 6:27 pm

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss the recently released report, Customer Loyalty in a Fragmented Retail Market. The report, which was produced by Total Retail with card-linking technology provider Fidel, dives into how retailers can leverage data to create long-term customer relationships, and the role of…