CRM

In episode 208 of Total Retail Talks, Executive Editor Joe Keenan interviews Susan Beckett, vice president, digital, direct and e-commerce at Lovesac, a furniture retailer known for creating bean bag chairs and adaptable couches. Beckett discusses the origins of Lovesac, from its first showroom location in Utah to its continued efforts to create seamless experiences for…

Building customer loyalty isn’t easy, but is crucial in making a brand last. Building life-long customer relationships can set your business apart from its competitors, and retaining those loyal shoppers is something every brand should be focusing on. Here are three key takeaways from the “Unlocking the Secrets to Loyalty and Retention” panel at the…

Community is a powerful tool for brands. Just look at Tesla. When the company fell behind on shipping the Model 3 and shares were slipping, its customers rallied around the brand. Dedicated Tesla owners showed up at showrooms to volunteer their time, helping with deliveries, and teaching new owners about the car’s different features. Asked…

A recent Forbes article declares omnichannel is dead. But for the majority of retailers it’s only just beginning to come to life. Retailers understand the importance of seamless customer interactions. In fact, the majority of respondents in Gartner’s Retail Tech report stated that a unified commerce initiative is a top priority. However, they often fall…

Would you appeal to more consumers if you eliminated a large portion of your inventory? That’s exactly what Petco is doing. Petco announced that as of May 1, 2019, it will be the first major pet food retailer to sell only pet food without artificial ingredients. This bold move puts Petco’s brand ethos at the forefront and appeals…

If anyone was hoping 2019 would be a gentler year for brick-and-mortar retail, those hopes have been dashed. A recent New York Times report showed that closures in the first few months of 2019 exceeded those for all of 2018, itself a tough year. Retail chains still face the migration of dollars to online and…

Gone are the days of the traditional path to purchase, where customers followed a linear track, considered a handful of brands, and narrowed choices during an evaluation phase. A plethora of interaction points across smart devices and channels coupled with unprecedented consumer choice has made today’s shopper more empowered than ever — and turned the…

Today, it's becoming harder for retailers to engage with consumers and build long-term loyalty. Not only are brick-and-mortar stores having to compete with each other, they're now also faced with the rising threat of omnichannel and pure-play online competitors that are expanding rapidly. Technological advancements, coupled with the proliferation of mobile devices, have enhanced the…

Across the globe, retailers and similar organizations invest more than $323 billion in their customer marketing initiatives. Yet when it comes to making critical decisions based on the customer data they collect, a surprising number do the equivalent of flipping a coin. We surveyed more than 1,200 loyalty program operators and thousands of consumers in…

How can you boost sales if your customers don’t get a consistent view of all your inventory and offers? How can you stay at the top of your game if cart abandonment issues constantly go unaddressed? How can you increase overall profits if price wars drive margins too low? From understanding why your customers don’t…