CRM

Global Loyalty Now a $323B Investment. But is it Shaping Customer Behavior?
June 27, 2019 at 10:00 am

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…

Go Beyond Data Silos to Create a Truly Connected Retail Enterprise
June 21, 2019 at 9:19 am

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…

The Customer Experience Course Correction
June 7, 2019 at 2:08 pm

For decades a retailer’s business was understandably centered around the products it sold. However, the onset of digital drove the need for retailers to reassess what their central focus must be, moving from products to the customer. This change created a delta between a retailer’s leadership team placing the customer in the center and the…

Consumer and Retailer Marketing Opinions Towards One Another Don’t Add Up
June 3, 2019 at 11:44 am

There's pressure for brands to compete on customer experience (CX) in nearly every industry. Retail marketers, in particular, are pressured to meet growing expectations from today’s empowered customer for an experience tailored to their preferences at every stage of their specific journey. For retailers, this change may seem daunting, as companies must update their business…

Customer Lifetime Value: The Most Underutilized Relationship in Marketing
May 30, 2019 at 9:12 am

Simply put, brands are addicted to customer acquisition. Driving net new sales and acquiring new customers is often the primary key performance indicator (KPI) for any given marketing campaign, leaving little to no resources devoted to the actual key business driver: repeat customer acquisition and lifetime value (LTV). Whether they’re selling to consumers, businesses or…

The Evolution of Post-Purchase Solutions to Create a More Holistic Customer Journey
May 29, 2019 at 8:56 am

With the importance of customer experience (CX) firmly entrenched in their psyche, most successful retailers now understand that if they want to retain customers long term, they need to think about what happens after shoppers hand over their credit card numbers. These retailers get that they need to think about customer journeys and not one-off…

A Single Customer View is the Key to Data-Driven Engagement
May 9, 2019 at 10:25 am

You may be under the impression that the more technology you use for customer engagement, the more information you're gathering about your customers. However, more data doesn't necessarily mean better data; in fact, more data coming from different sources makes analysis and action far more complicated. Data from one solution might be telling you one…

The Smartest Ways to Build Trust With Your Customers Online
April 17, 2019 at 12:15 pm

Good relationships, including the ones between a business and its customers, are built on trust. Consumers need to feel confident that they're being told the truth and that a company’s products will match up to its claims. Furthermore, in today’s cyber society, many customers are highly concerned about the safety and security of their private…

Retailers: Don’t Judge Consumer Habits, Evolve With Them
April 17, 2019 at 10:53 am

The retail landscape is unrecognizable from what it was just 10 years ago. Innovative technologies like the Internet of Things (IoT) and automation coupled with constantly shifting consumer preferences have resulted in retailers needing to evolve more rapidly than ever. It seems that nearly every day we’re hearing about another retailer that has had to…

New Study: Gap Between Consumers and Retailers Shows That Basics Matter
April 5, 2019 at 9:21 am

For the past decade, I’ve worked closely with retail organizations through a consistently changing landscape that has always been dictated by new generations of consumers. Over the years, I couldn’t help but notice that there seems to be a vast gap in perspectives between the retail executives I talk to and today’s consumer. A new…