CRM

It wasn’t that long ago customer loyalty meant something to brand marketers. If you held someone’s loyalty, there was little question you controlled their purse strings, and it took a significant amount of strategic effort to sway, say, a Coke drinker to become a Pepsi drinker. In 2019, however, loyalty has become a bygone buzzword.…

With Amazon.com recording its strongest Prime Day ever in 2019, the now two-day annual midsummer event is a serious rival to Black Friday and Cyber Monday. Amid major disruption and rampant uncertainty about the future of the in-store buying experience, a new survey of 1,500 U.S. consumers uncovers fresh insights into how retailers can optimize the path to…

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…