CRM

In episode 159 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Danielle Fewtrell, director of CRM, and Rachel Waldstein, senior manager of CRM strategy, both of Wolverine Worldwide, parent company of footwear brands such as Keds, Stride Rite, Saucony, and more, detail how data (customer, product, competitor) is used…

Customer experience (CX) is a key battleground for companies in today’s economy. Yet this is a battleground on which many companies struggle. Advanced technology and empowered consumers have created a tipping point, where CX has become a company’s make or break moment. To help companies better understand what they need to do, Medallia partnered with Ipsos to conduct a survey of 8,002 consumers in four countries across six industry sectors: online retail, offline retail, banks, insurance, hotels, and mobile network providers. The findings highlight a number of current trends in customer experience and indicate how companies can meet or exceed customer expectations in the coming year and beyond. The data shows that consumers are quick to both penalize and reward a brand based on their experience. In fact, 77 percent of respondents claim to have chosen a product or service from a company because of good experiences they had with it, while 64 percent of respondents said they have avoided a brand because of a bad experience they had within the last year.

As a mom of two young kids, I can’t imagine a world before grocery delivery, theme park fast passes, or my Tide to Go pen. We live in an age defined by instant communication, with everything at our fingertips or just a click away. Customers can make purchases and get loyalty rewards almost anytime, anywhere.…

To make the most out of this holiday season, Alliance Data’s 2018 Holiday Retail Outlook report suggests retailers need to leverage loyalty during the holidays and beyond, understand that the customer is the only channel that matters, and must maximize mobile micro-shopping moments. The report also reveals that shoppers expect in-the-moment customer service, therefore retailers must optimize the in-store experience to take advantage of this trend.

In episode 158 of Total Retail Talks, Total Retail Executive Editor Joe Keenan interviews Shawn Sweeney, vice president of digital experience at Starbucks, during the Customer Relationship Management Conference (CRMC) in Chicago earlier this summer. Sweeney discusses how the coffee brand is using its popular mobile application to bridge customers’ online and offline experiences, creating stronger relationships…

It’s no surprise that by creating a superior experience for consumers, brands can help foster loyalty. The better the quality of interactions consumers have with a retailer, the more likely they will continue shopping with that retailer. Think back to a great, or perhaps not so great, experience you’ve had with a retailer. That experience,…

It was only a few years ago that Sugarfina was an unknown candy store. From its sweet beginnings — pun intended (the co-founders came up with the idea while watching "Willy Wonka" on a date) — to today’s luxury candy shop, a lot has changed. Now, there aren't many places you can go without seeing the ubiquitous Rosé All Day candies in the recognizable light blue boxes from Sugarfina.

It wasn’t long ago that running out of a key ingredient for dinner meant rushing to the market, hoping for a short line, and getting home in time to get the food on the table. Just a few years ago, shopping for something more personal, like a watch, took you to every jewelry store in…

In the big business of retail, “authenticity” is starting to become a meaningless buzzword. Executives, marketers and creative agencies like to toss the concept across giant conference tables in hopes of hooking a generation of consumers. Leaders of the world’s biggest retail chains are constantly attempting to connect with shoppers through lower costs and greater convenience, but too many of them are missing the mark on a far more fundamental human need.

At its heart, marketing of any form has always been about connecting with the customer. Once a rapport is established, companies can use that relationship and trust to steer the customer toward a sale. So after years of fine-tuning and perfecting their marketing efforts, why is it still so hard for companies to measure a…