Customer Retention

Why Experience is Key to Brand Loyalty
October 31, 2022 at 8:36 am

Digital interactions are increasing year after year, and a company's ability to interact with customers quickly, and in a way that satisfies their needs, will make or break the brand experience. To deliver VIP e-commerce experiences at scale — especially during the busy Black Friday/Cyber Monday season — brands need a customer experience strategy driven…

Evolving Consumer Behavior and What it Means for Retailers
October 13, 2022 at 4:14 pm

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…

Retention Signals Success for Subscription Businesses
October 12, 2022 at 11:00 am

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…

Advanced Post-Purchase Communications Are Key to Driving LTV
October 4, 2022 at 9:44 am

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…

The future of customer loyalty
September 28, 2022

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.

Growing Shopper Loyalty Through Product Attribute and Sales Data 
September 21, 2022 at 10:41 am

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…

How the Right Returns Management System Can Be Crucial to Solidifying Customer Loyalty
September 20, 2022 at 10:58 am

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…

How Brands Can Retain Customer Loyalty Amid the Cost-of-Living Crisis
September 7, 2022 at 7:06 pm

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…

How Leatherman Used Brand Loyalty to Create a Robust D-to-C Sales Channel
August 31, 2022 at 10:52 am

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…

5 Benefits of Brand Loyalty in Modern Retail Marketing
August 16, 2022 at 10:26 pm

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…