CRM

Customer experience (CX) is the bedrock of brand loyalty in the retail space, and cultivating an experience customers continually come back to has become a highly competitive practice. Product value and price, though important, are no guarantee customers will choose a brand consistently. Connections, interactions, personalized service and seamless experiences across all touchpoints are essential.…

The holiday season is quickly approaching, which means retailers need to be ready for the associated increase in customer purchases. According to the National Retail Federation, holiday retail sales are expected to see a 3.5 percent bump this year over last year, reaching between $979.5 billion and $989 billion. Whether a customer shops online or…

According to Statista, Halloween consumer spending this year in the U.S. is estimated to reach $3.5 billion, a significant jump from previous years. With spending steadily increasing, brands must take action to provide efficient service and high-quality customer experiences even during peak seasonal times. Delivering high-quality customer experiences during the build-up to Halloween is critical for…

At its inception, digital for retail and commerce promised total visibility, reporting and optimization of each customer’s interactions with a brand across their lifetime. That promise is the foundation of online marketing. But while companies that invest in digital experience generate an incredible quantity of data, they often feel burdened by its volume. And they…

In the competitive retail sector, the transformation from a traditional customer base to a more engaged community is a critical shift. This evolution is significantly driven by the strategic use of exclusive offers, which not only incentivize purchases but also cultivate a sense of belonging and privilege among shoppers. By exploring how exclusive offers can…

Customer relationship management (CRM) is a critical business process in both online and brick-and-mortar retail. Its efficiency directly affects customer satisfaction and loyalty and thus largely determines a retailer's revenues. As a retail business grows, the number of clients also increases, making CRM more labor-intensive and challenging. Retailers can address this challenge by adopting the…

In episode 456 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Alok Jain, senior director of CRM, loyalty and marketing analytics at West Marine, the nation's leading omnichannel provider in the marine aftermarket. Listen in as Jain discusses his career background in the loyalty space (1:00), an underutilized aspect of CRM (customer relationship management) data…

If you have a subscription-based business, a concept that may seem counterintuitive at first glance is strategic churn. Losing hard-won customers is something that we try to avoid at all costs. Yet, for many savvy subscription leaders, strategic churn, or the intentional loss of poor-fit subscribers who drag down overall customer satisfaction, gross margins, and…

In this video, Editor-in-Chief Joe Keenan interviews Jennifer Slegers, director of CRM at Carhartt, a heritage American brand known for the highest quality workwear, outdoor apparel, and gear. Slegers discusses Carhartt's brand growth, its work with Bluecore to better understand its customers, and customer retention challenges and how those issues were impacting the business. She…

In the multichannel world of modern retail, the voice of the customer has never been louder. Amplified by social media, customers have become an authority that no retailer can afford to underestimate. Aware of this reality, most retailers have already turned their attention to customer feedback activities. Yet only a small proportion have taken the…