Customer Retention

If Your Returns Service Disappoints, Don’t Expect Repeat Purchases
July 26, 2022 at 7:06 pm

Returns have been hitting the headlines lately, with around 16 percent of all merchandise bought in 2021 returned by shoppers. In Europe we’ve seen retailers, including Zara, move from free online returns to charging consumers to send back items. Fast-fashion favorite Asos.com has also recently warned its revenues are being hit by rising costs and…

More Than 2 Years Into the Pandemic, What's Different in E-Commerce?
July 7, 2022 at 11:29 am

Retailers know the pandemic transformed e-commerce with a flood of orders from existing customers, brand-new online shoppers, and consumers from other countries. Of course, order volume and customer profiles aren’t the only e-commerce changes since March 2020. Understanding the nuances of those changes is critical for online retail success now. To get a clearer picture…

The Future of E-Commerce is Now, and it’s Driven by First-Party Data
July 6, 2022 at 2:46 pm

Technology has been woven into the fabric of our daily lives, with consumers banking, communicating and shopping online. However, the convenience of e-commerce can come at an expense. As consumers have moved deeper toward a digital-first world, questions and concerns about data privacy have grown exponentially. Under increasing pressure, Google recently announced that it will…

Navigating Success in a 'Phygital' World: What Retailers Must Get Right
June 27, 2022 at 1:16 pm

As digital ad costs continue to climb, it’s no surprise that direct-to-consumer (D-to-C) brands are looking for new ways to connect with customers. However, they cannot take a one-size-fits-all approach to customer engagement. Today’s shoppers are split on where they prefer to engage with brands. In fact, our recent Brand Authenticity Report found that nearly…

Building Lasting Customer Loyalty Amid Inflation
June 20, 2022 at 3:29 pm

The COVID-19 pandemic plus the war in Ukraine created a perfect storm for inflation, and now the prices of goods and services are dominating the minds of consumers everywhere. Annual inflation rose by 8.3 percent in April, close to a 40-year high, according to the U.S. Department of Labor. Everything from food and gas to…

The Slowdown of E-Commerce and How Online Brands Can Adapt
June 16, 2022 at 4:37 pm

The COVID-fueled e-commerce party couldn’t last forever. Businesses knew that it was only a matter of time before consumers reverted to their pre-pandemic shopping habits of mixing online and in-person shopping. That time appears to be upon us. A recently released Mastercard SpendingPulse report showed a year-over-year (YoY) retail sales increase of 7.2 percent in…

Why Retailers Should Refocus on Customer-Centric KPIs
June 13, 2022 at 3:11 pm

The science of customer attraction these days goes beyond offering a helpful, useful and accurate product that fulfills a need; it’s also about ensuring the customer is satisfied throughout their journey with your brand. Being top-of-mind for customers has become more difficult, with around 53 percent of global consumers having higher customer service expectations than…

Why Data Management is Key to Any Successful Loyalty Program
June 6, 2022 at 8:58 am

The best customer loyalty programs introduce tangible value to a customer via real-time, accurate updates and new service offerings. Typically, this value comes in the form of points, providing customers with flexibility in how they’d like to cash them out. Done right, loyalty programs can boost revenue by up to 25 percent annually. However, creating…

Redefining Retail Relations With Field Service Software
June 1, 2022 at 9:44 am

Forward-thinking retail organizations across the globe understand that nurturing the customer experience goes beyond the initial sales engagement. The importance of visibility into the customer journey and the seamless integration with manufacturers are vital as customer expectations rise. In fact, when it comes to making a purchase, 64 percent of people find customer experience more…

How REN Clean Skincare Has Revitalized Customer Loyalty
May 31, 2022 at 5:32 pm

Since 2000, Unilever-owned, sustainable and cruelty-free skincare brand REN Clean Skincare has created high-performance skincare products with proven results from nature’s most powerful and kind bioactive ingredients. Formulated with sensitive skin in mind, REN Clean Skincare has been a global market leader in skin care for almost 20 years and possesses a strong brand identity and following…