CRM

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…

The number of small business owners expecting better business conditions over the next six months fell by 8 percent, according to the National Federation of Independent Businesses’ December 2022 Small Business Optimism Index Report. This is likely due to the rising economic uncertainty small business owners face. You might even be one of these business…

In episode 388 of Total Retail Talks, which was recorded at the ICR Conference earlier this year, Editor-in-Chief Joe Keenan interviews John Merris, CEO of Solo Brands, a pure-play direct-to-consumer (DTC) company with a portfolio of rapidly growing lifestyle brands, including Solo Stove, Oru Kayak, Chubbies, and ISLE. Merris discusses why so many public DTC…

The beginning of the year is a time of great momentum and in the ever-evolving retail industry, you must always be prepared for what’s coming down the pipeline. In the past few years, I’ve seen a significant shift in retailers using technology to create more meaningful and personalized engagement strategies to inspire consumers to take…

Omnichannel shopping’s rise in popularity is causing customer behavior to shift rapidly. Customers are engaging at more touchpoints and expecting more from their interactions, with 73 percent of shoppers regularly using multiple channels whenever they shop. Retailers successfully engaging shoppers across the spectrum will find themselves far ahead of the competition. The shift towards a…

The modern consumer expects a seamless experience with a retailer in-store, online and mixed between the two should they choose to reserve online and pick up in-store or vice versa. In the crowded marketplace we see today, consumers are willing to base their shopping decisions on which retailers can provide that experience. Today, 61 percent…

The good news for consumer brands this holiday shopping season? Economic concerns aren’t expected to slow down shoppers’ appetite for deals. According to the 2022 Deloitte Holiday Retail Survey, 74 percent of consumers say they’ll spend the same on the holidays as they did last year. The bad news? Holiday customers are among the lowest…

Strong data governance is crucial for retailers nowadays. To keep up with the competitive market, companies must deliver customer-centric retail strategies that can respond to the ever-changing wants and needs of the consumer. This means developing a data strategy that provides a holistic view of customers. Red Wing Shoes, the durable and comfortable footwear manufacturer,…

How willing are your customers to recommend your business to their friends, family and co-workers? Two-thirds of Fortune 1000 companies measure this dynamic. The metric is called a Net Promoter Score (NPS) and online retailers covet a high ranking. Customer acquisition is challenging. It takes time and money to acquire new customers and to develop…