CRM

Right now, grab your wallet. Dig past the bills, receipts and gum wrappers, and you'll likely stumble upon something you haven't seen in years: customer rewards cards. Since the ’90s, most every retailer has offered some sort of customer loyalty program. But when was the last time you actually felt, well, rewarded by one? More…

Right now, grab your wallet. Dig past the bills, receipts and gum wrappers, and you’ll likely stumble upon something you haven’t seen in years: customer rewards cards. Since the ’90s, most every retailer has offered some sort of customer loyalty program. But when was the last time you actually felt, well, rewarded by one? More […]

Online shopping has become a near-ubiquitous activity. According to a recent study by Verto Analytics, more than 96 percent of all American adults (ages 18 and above) use an e-commerce platform at least once a month. And multitasking has become the norm, presenting a new challenge to online retailers. In addition to shopping online, consumers…

Consumers today have seemingly endless retail options. Beyond price, product and delivery options, shoppers can choose how they communicate with their favorite brands, whether that’s through a voice assistant, chatbot, Facebook Messenger, etc. A recent study by Narvar revealed that shoppers are indeed choosing a combination of these channels and expect that brands use them…

In the age of digital commerce and infinite choice, retailers must put their customers at the center of everything. Technology has changed how people shop while increasing shoppers’ expectations, putting pressure on retailers to care for their customers in ways that build trust and inspire loyalty beyond reason. This Consumer Report 2018 study evaluates how customers prefer to communicate with their favorite brands and what they expect from their retail experiences beyond the buy button.

Digital transformation is happening across retail organizations. A large percentage of consumer interactions occur through digital channels, which means retailers have to be more vigilant about the customer experience. But how do you drive a personal touch through digital channels? The answer is with data. Through data and insights, retailers can not only optimize efficiency,…

In episode 138 of Total Retail Talks, Michael Hoffman, director of e-commerce and customer service for Rainbow Shops, a women's apparel, accessories and footwear retailer, shares his thoughts on how retailers can do a better job of managing customer data. Hoffman was a speaker on Total Retail's most recent webinar, "Customer Intelligence 360: Laying the…

The debate of “art vs. science” in marketing is nothing new. However, as artificial intelligence (AI), machine learning and big data technologies rapidly improve, “science” is taking on new meaning and importance to chief marketing officers. Three out of four (73 percent) marketing executives see AI as critical to the future of the industry, according…

The 2017 holiday season was the strongest in nearly a decade for America’s retailers. From Thanksgiving through Christmas Eve, nearly three-fourths of the selling days showed positive year-over-year growth, with specialty apparel, jewelry and furniture racking up solid performances. This strong performance offers an opportunity for retailers to stay connected to their customers and continue the…