CRM

Earning and then protecting a trusted brand reputation should be at the heart of any good business strategy; yet, it often falls by the wayside because it arguably cannot be easily quantified. That said, your customer community and the trust you instill in your customers should be viewed as your greatest asset and a key…

In an increasingly omnichannel and digital landscape, shoppers expect quick and dynamic communication from brands they engage with. Unfortunately, a significant portion of retailers are falling short in meeting this basic expectation.  At my company, SOCi, we recently conducted our fifth annual audit of nearly 600 U.S. chain retailers. We found that 54 percent of all…

The latest figures in the U.S. show that inflation is now slowing down to 4 percent, yet the International Monetary Fund has also stated that the world economy faces “feeble and uneven” growth for the rest of the decade. So, how should businesses adapt? When spending increases, growth is easy. Businesses get to focus on acquisition and celebrate natural…

Several companies are experimenting with new initiatives to improve customer loyalty, including Amazon.com paying customers to pick up purchases and retailers like Abercrombie & Fitch, Anthropologie, and Gap ramping up discounts. Others, like Jenni Kayne and Madison Reed, are leaning into membership programs — but are these efforts truly worthwhile? Companies often turn to business…

Brand loyalty can be a fickle thing, especially when consumers feel the pressure of high prices and the frustration of out-of-stocks. When shopping online, these issues can come across as even more impersonal, further hindering brand loyalty. For example, after a long workday, there are perhaps fewer things more frustrating for a busy parent than…

U.S. food prices surged by 11 percent last year, marking the largest increase since the 1980s. While the rate of inflation has gradually calmed down since its June 2022 peak, rising prices remain a significant concern for retailers and consumer packaged goods (CPG) brands. Given the possibility of a recession, it may be tempting to…

In today’s competitive, increasingly omnichannel marketplace, retail leaders know great customer experiences (CX) are key to revenue growth, customer retention and long-term brand success. Investments in CX and building genuine customer relationships pay off by driving customer loyalty. In fact, Kroger shared that its loyal shoppers spend 10 times more than occasional shoppers. To see…

Inflation and high costs have greatly affected consumer shopping behavior, leading to a rise in the use of digital tools that compare prices and apply coupons. In particular, Gen Z shoppers have shown greater adoption rates of digital tools compared to older generations. This article delves into how a new generation of shoppers is using…

Personalized customer experience (CX) has become one of the key differentiators for retailers, and today’s digital-savvy customers expect retailers to provide a seamless CX both offline and online. In fact, 82 percent of customers are even willing to share their personal information for personalized experiences. However, customers have also become conscious of how their data…

Change and disruption is rife in retail. Gaining and sustaining a competitive advantage means delivering timely and relevant customer experiences at every touchpoint. In fact, 70 percent of consumers spend more with companies that offer fluid, personalized and seamless customer experiences. Yet despite most retailers being data rich, data strategy mistakes are making them insight…