CRM

Customer Relationships: One Size Doesn’t Fit All
October 17, 2019 at 10:47 am

Brands today are equipped with a bevy of digital tools and data to get an intimate look into consumers’ purchasing habits. But at a time when, unlike any other, we have a population that spans four generations — each with a distinctive relationship with brands, social media and technology — customer expectations are more unpredictable…

Technology Isn't Driving Retail Disruption — Customers Are
October 15, 2019 at 9:50 am

Most people think technology and Amazon.com are driving retail disruption. To address this concern, retailers have invested heavily in e-commerce and now delivery technology such as self-driving cars, robots, automated warehouses, etc. But the retail decline hasn’t stopped. Consider Macy’s. The company started its digital transformation in 2010 with an omnichannel strategy which allowed customers…

How Best-in-Class Brands Acquire and Retain Customers Today
October 8, 2019 at 9:33 am

Marketers continue looking to loyalty programs for growth and sustained customer relationships, tailoring loyalty investments that enable holistic views of customers. Fifty-one percent of marketers within retail intend to increase loyalty program spending this year to improve program awareness and engagement through multichannel ad campaigns, and to increase benefits that deliver real value upon participation.…

Compliance and Transparency: A Look at Two Retailers’ CRM Strategies
October 7, 2019 at 1:53 pm

Creating personalized customer experiences is a challenge for today's retailers and brands, and that's before factoring in data privacy laws such as GDPR and CCPA. During the recent Total Retail Tech event in Philadelphia, three e-commerce and digital marketing leaders detailed how these data privacy laws have impacted their organizations’ CRM efforts, as well as the…

The Retail Revival: Learnings From Amazon and Costco
September 26, 2019 at 11:13 am

Connecting with individual shoppers is the mandate for retailers today. Using new technologies, they're capitalizing on internet-connected capabilities, launching new in-store innovations, and more, all to satisfy shifting consumer demands. But it's not enough. Consumers have moved beyond these shiny “new” technology innovations. They now expect a personalized, convenient and flexible shopping experience, and are…

How to Gain a 360-Degree View of the Customer
September 17, 2019 at 10:45 am

We’ve all heard the advice: meet customers where they are. But what does that actually mean for modern marketers? Years ago, this strategy was fairly easy to execute as brands could focus on a handful of channels (e.g., billboards and direct mail) and retain loyal customers. Today, the marketing landscape is far more complex. Customers…

How Luxottica Personalizes the Loyalty Experience Across Brands
September 16, 2019 at 12:35 pm

In episode 213 of Total Retail Talks, Executive Editor Joe Keenan interviews Brian Venuti, vice president of loyalty and CRM at Luxottica, a leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Listen as Venuti discusses the loyalty programs across all of Luxottica's brands, the company's efforts to streamline leadership and…

The Most Important Retail Marketing Metric You Might Be Missing
September 10, 2019 at 11:18 am

Most business leaders want to run an enterprise that's truly “great.” Some are satisfied with running a “good” business, and in many circumstances there's nothing wrong with that. Over the long haul however, there’s a problem with just being “good.” As the venerable Jim Collins has researched and proven, all businesses over time break one…

Target to Roll Out New Loyalty Program Next Month
September 9, 2019 at 1:53 pm

Target has announced that it will roll out its new loyalty program, Target Circle, nationwide on Oct. 6. The expansion of the loyalty program complements Target’s branded credit card, Redcard, which only a quarter of its customers use. It also replaces Cartwheel, a separate discount program, in an attempt to offer a “more seamless, intuitive shopping experience.” The…