CRM

Rude Employees, Missing Packages, Bad Service: Why Customers Ditch Stores
April 2, 2019 at 9:49 am

Retail has always been a tough game, and increasing demands on brick-and-mortar to differentiate from e-commerce has only made it harder. With more options than ever before, consumers have their pick of the litter, online and offline. Bad experience at one store? Plenty more to try instead. But what drives away customers? Qualtrics recently conducted…

Quality CRM Data the Key to Improved Sales, Customer Retention
March 18, 2019 at 12:03 pm

Measuring business success has always come down to revenue. Although customer relationship management (CRM) data hasn’t always been a large part of the conversation around what drives those numbers, the fact is it can have one of the most profound and positive impacts on business success. I’m able to confidently say this because CRMs hold…

How a Mobile App, Push Notifications Help City Gear Retain Customers
January 14, 2019 at 8:08 am

In episode 178 of Total Retail Talks, Chris Brigham, director of omnichannel, and Michael Wheeler, omnichannel sales analyst, both of City Gear, discuss the urban footwear and apparel retailer's use of its mobile app to generate customer loyalty. In addition, Brigham and Wheeler share how City Gear's use of mobile push notifications has helped to drive…

The 50 Best Retail Tips of 2018 Are Here!
January 9, 2019 at 1:11 pm

Total Retail is excited to present to you its 50 Best Retail Tips of 2018! For the past several years, the Total Retail editorial team has spent time in the fourth quarter poring over the work of our expert contributors to identify the 50 very best tips of the year, and 2018 was no exception. We…

How to Retain Your Holiday Customers in the New Year and Beyond
January 3, 2019 at 12:40 pm

Retailers, it’s time to give yourselves a pat on the back because the holiday season is over and you’ve successfully optimized your mobile strategy. Your brand increased sales, executed a strong holiday campaign, and won the shopping carts of consumers everywhere. But now that you have these new customers, how do you retain them after…

How This Year's Holiday Shopping Creates Huge Opportunities for Next Year's Growth
December 18, 2018 at 4:59 pm

Just as the holiday season often brings a busier period of shopping, traveling and social events for the average person, so too does it come with supersized demands placed on retailers. The season, when consumers shop outside of their comfort zone, more broadly and more intentionally than at perhaps any other point on the calendar,…

Apricot Lane Targets Millennials for Acquisition, Retention
December 3, 2018 at 11:10 am

In episode 174 of Total Retail Talks, Executive Editor Joe Keenan interviews Patrick Stewart, CEO, Apricot Lane Boutique, a women's fashion retailer. In this wide-ranging conversation, Stewart discusses what Apricot Lane is doing to acquire and retain millennial customers, how the brand's social consciousness factors into those efforts, why the in-store shopping experience is integral…

Why Did Sears Fail? It’s Not What You Might Think
November 26, 2018 at 3:19 pm

And … *poof*, there goes another North American retail icon. How on earth could this have happened? Here’s a hint: Don’t blame Amazon.com, the internet or Walmart. There is, of course, never just one thing that leads to the downfall of a company. It’s almost always a progressive and insidious erosion created by poor leadership…