Customer Retention
Today’s consumers have revolted against the marketplace status quo. They’re now in charge, and retailers must recognize and embrace this fact in order to survive in the new “metail” economy. Joel Bines, managing director at AlixPartners and author of the best-selling book, “The Metail Economy,” shared insight into consumer behavior trends last month, including how retailers…
The most frequent conversation businesses have when it comes to revenue growth surrounds the tactics and strategies for attracting new customers, optimizing the shopping experience, and expanding reach. These are all effective and important factors to consider when it comes to revenue growth, however, they aren’t the only or necessarily most effective ways to achieve…
With customer acquisition costs (CACs) increasing, brands are investing more than ever into marketing and advertising to get shoppers into stores and clicking on "buy" buttons. Yet this focus on the top of the funnel means brands are neglecting some of the most crucial moments in the customer journey. Specifically, those that happen post-purchase, when…
This Talkdesk Research report, based on surveys of CX professionals and consumers, explores the changing dynamics of consumer loyalty and their implications on the role of customer service, the contact center, and agents.
As consumer packaged goods (CPG) brands and retailers strive to strengthen their relationship with the consumer, particularly in a retail climate increasingly affected by inflation and supply chain issues, there are two converging trends to consider — enriching the omnichannel shopping experience and meeting specific consumer need states in new ways. These aren’t new trends, but…
Almost everyone has made a purchase they weren’t happy with, but for some, the stress of returning an item just might not be worth their time, effort and frustration. There’s always someone who opts to keep that product instead of returning it, even though they’re unhappy with their purchase. In fact, studies show the frustration…
Consumer anxiety persists amid soaring inflation. Consumer confidence slid in July to its lowest level since February 2021. According to the latest survey from the Conference Board, fewer Americans think conditions will improve over the next several months and more were pessimistic about their own financial prospects for the short term. To add to consumer…
Leatherman, a multitool manufacturer based in Portland, Ore., started its business with a prototype and a Cabela’s order for 500 of its multipurpose tool products. Since that original sale in 1983, Leatherman has expanded its reputation and brand among tinkerers and problem-solvers globally, developing recognition for quality products among a very loyal customer following. While…
Years ago, brand loyalty was built on the quality of goods or services. Retailers could focus their attention inward and rely almost exclusively on offering the “best of the best” — or “the best of the best for the price.” Changes in consumer preferences have made this model nearly obsolete. Of course, quality and price are still…
Online commerce experienced massive growth during the COVID pandemic. Consumers turned to online channels for just about every kind of purchase — from groceries to cars. From 2020 to 2022, consumers spent a total of $1.7 trillion online, an increase of $609 billion (61 percent) compared to the two prior years. U.S. ecommerce sales jumped…