CRM

Shoptalk’s theme this year was customer centricity. Putting the customer at the center can be a big challenge for brands. The first issue many companies run into is competing priorities. A retailer that needs to clear excess inventory before the next shipment feels the pressure to push clearance messaging even if a customer-centric strategy would…

Verizon customers make up more than a third of the U.S. population. They come from nearly every age group and they reach out to us in many ways. They visit our stores, find us online, call us on the phone — or use a combination of those touchpoints. As they pick their own path on…

As Shoptalk Spring 2025 came to a close last week, one thing was clear: the future of retail is not just about transactions, but relationships. While artificial intelligence and retail media continued to dominate the conversation, this year’s conference revealed a deeper shift — an increased focus on loyalty, emotional connections, and truly understanding the…

As 2025 unfolds, retailers are executing their plans and capitalizing on opportunities throughout the year. However, customers are increasingly becoming conscious of their purchasing habits. Crafting impactful campaigns is essential to not only drive immediate sales but also to earn consumer loyalty and retention in the long term. According to Statista, 78 percent of consumers…

Customer experience (CX) is king in the retail industry; nevertheless, when interacting with customers over the phone, CX tends to be lackluster. If the phone operator must ask the caller, “Can you give me your last name, order number, and phone number so I can find you in the system?” then the CX is not…

We can see the future. You probably can see it too: technology. However, as artificial intelligence and other advances open new possibilities for building brand devotion, keeping human experience at the forefront is increasingly important. We’re highlighting five trends that will reverberate across the loyalty and customer experience (CX) landscape this year. Spoiler alert: Brands…

Grocery shopping is having a full-circle moment. In the industry’s earliest days, consumers would spend hours visiting the local butcher, baker, greengrocer, and more. Each store provided a specific slice of shoppers’ grocery lists and often offered home delivery. Fast-forward to the early 1900s and the advent of the supermarket, when industrialization came into play.…

As we approach 2025, small business retailers face mounting pressure to turn a profit, despite ongoing economic headwinds. Rising inflation is causing shoppers to reconsider their discretionary spending, forcing businesses to quickly adapt to protect their bottom lines. So how can businesses thrive in this environment? It all comes down to the customer experience. By…

The holiday season is upon us, and many brands across the world have launched their festive marketing campaigns with the intent of capturing consumer attention and driving sales. However, recent research we conducted revealed that 89 percent of consumers feel that holiday campaigns launched before October are too early, with 41 percent admitting they don’t…

The holiday shopping season can influence more than end-of-year revenue — it can serve as a catalyst for retailers’ success in the new year. First-time and returning shoppers alike emerge in droves during the holiday season, but they can just as quickly disappear when the holidays are over. And most of them are gone without…