CRM

With Cambridge Analytica, British Airways, and several other high-profile data breaches making headlines, retailers are (unsurprisingly) starting to reconsider their own customer data policies. But rather than making the mistake of seeing these events as an obstacle, they should see them for what they are: an opportunity. In the last few years, customer experience has…

For customer-centric companies, the death of retail has been greatly exaggerated. While many retail brands are underperforming and facing consistent declines in sales, others are doing well enough to drive an overall increase in store openings. Winners and Losers In reality, we're continuing to see a bifurcation within the retail industry between the haves and…

More than ever, businesses need to deliver personalized experiences that provide customers with real value. In a recent survey of corporate leaders, analyst firm Gartner reported that 81 percent of respondents believe their companies will compete mostly or entirely on customer experience. However, acknowledging that customers today expect personalized experiences and delivering on that expectation…

In episode 165 of Total Retail Talks, Sarah Sheldon, director of e-commerce at Rebecca Minkoff, discusses the reasons behind the luxury fashion brand's incredible growth over the last few years. Sheldon offers details on how Rebecca Minkoff is creating customer engagement with new technologies, such as introducing the see-now-buy-now model, interactive mirrors to improve the in-store…

Customer data platforms (CDPs) can represent a transformational piece of technology for retailers — if they’re deployed properly. Retail offers an incredible landscape for data-driven personalization. Closing the gap between physical and digital spaces unlocks massive opportunities for one-to-one personalized offers, dynamic margin optimization, and more. And CDPs can be key. It helps to facilitate these…

The challenge of achieving profitable growth can feel like an uphill battle for retailers seeking to build deep loyalty and brand advocacy with their customers. Increasing customer satisfaction is generally the focal point of their efforts, and in its pursuit retailers invest heavily in cross-channel experiences, unique product selection, and personalized communications and service. However, marketers aren't seeing the return on investment they desire. These initiatives and investments ignore the most important aspect of customer value: how a person instinctively connects to a retail brand — what we call “emotional connection.” Motista conducted a two-year study discovering the impact of emotional connection on the buying behavior of more than 100,000 U.S.-based consumers across more than 100 brands. We compared spend level, lifetime value, brand loyalty, and advocacy of emotionally connected consumers vs. those that are only satisfied customers.

The challenge of achieving profitable growth can feel like an uphill battle for retailers seeking to build deep loyalty and brand advocacy with their customers. Increasing customer satisfaction is generally the focal point of their efforts, and in its pursuit retailers invest heavily in cross-channel experiences, unique product selection, and personalized communications and service. However, […]

Yotpo's 2018 State of Consumer Loyalty survey examines American shoppers’ attitudes about brand loyalty. The findings reveal evidence of Amazon.com's influence on consumer expectations (61.3 percent of shoppers cite free shipping as an incentive to buy from a new brand) and highlights ways that direct-to-consumer brands can go above and beyond to earn, and re-earn, customer loyalty.

Square Root's national survey of more than 300 U.S. retailers explored brands’ approaches to customer experience strategy and programming, from ownership within the organization to the tools, technology and metrics used to gauge success. Among the findings, the study revealed that while 96 percent of retailers say customer experience is a core priority, 75 percent believe their organization has room for improvement. What’s more, despite 89 percent of retailers believing long-term success hinges on customer experience, nearly 40 percent of brands still lack ways to measure the impact of their efforts. The full report reveals the biggest challenges retailers face when it comes to keeping up with increasing customer expectations, addressing the in-store data void, and improving organizational alignment around customer experience.

While good products and good prices are important, the customer experience matters most. That’s the message from a new survey of more than 8,000 global consumers conducted by Medallia and Ipsos. Overwhelmingly, consumers say they’re more likely to purchase products or services based on positive customer experiences. In fact, according to the survey results, positive…