CRM

Savvy retailers know that fostering deeper customer relationships is the key to sustainable, long-term business success. To build these relationships, brands need to take a comprehensive, thoughtful approach to creating their customer engagement strategy. It’s the art and science of growing brand loyalty by providing the best in user experience across all relevant channels. Customer…

Black Friday is famed as the inaugural event for the holiday shopping season with retailers already beginning to squeeze an average of 20 percent to 40 percent of sales into the last two months of the year. Even during the COVID-19 pandemic when many chose to forgo their typical holiday traditions, the retail industry still…

The retail industry is on a never-ending quest to get the right products to consumers when, where and how they want. E-commerce used to be the end-all, be-all in this regard, but it’s no longer a differentiator — it’s the norm. From 2019 to 2021, ActiveCampaign users saw a 15 percent year-over-year increase in total…

The pandemic and resulting economic slowdown has been devastating to retailers. Supply chain disruptions, spending cuts, and labor shortages have all contributed to retail woes. While things have gotten tougher for retailers, customers haven’t gotten more forgiving. According to Zendesk's 2022 Customer Experience Trends, just one bad customer experience can drive consumers to shop elsewhere.…

Successful retailers in 2022 understand that digitization isn’t enough — digital acceleration is crucial. The state of digital acceleration that was sparked by mass quarantining during the COVID-19 pandemic changed how businesses operate and consumers behave. According to Gartner, 65 percent of executives say they accelerated their digital initiatives' pace in 2021 — and this…

Today’s consumers have revolted against the marketplace status quo. They’re now in charge, and retailers must recognize and embrace this fact in order to survive in the new “metail” economy. Joel Bines, managing director at AlixPartners and author of the best-selling book, “The Metail Economy,” shared insight into consumer behavior trends last month, including how retailers…

Unwanted inventory and a higher demand for low-cost items forced prominent retailers to adjust their earnings forecast and miss their estimates, causing the cancellation of billions in orders and heavy markdowns. Chalked up by one CFO as a short-term fix to avoid longer-term pain, the strategy nevertheless indicates that many large retailers don't understand their…

The digital landscape is evolving at lightning speed. Retailers are overwhelmed due to the multifaceted nature of their work that requires them to manage multiple digital channels, work with different tools, analyze data, and make faster decisions. The increasing number of Martech solutions makes it even more complex — 9,932 in 2022 compared with 7,040…

The kids are already headed back to school, and the way parents shopped for them will be an indicator of holiday purchase patterns. This year, major macro retail trends at play are upending how consumers shop as they prioritize different factors in their consideration process. Let’s look at how holiday 2022 might mimic back-to-school shopping…

Personalization might be the word of the year for retail marketing. As technology has evolved, retailers are now able to scale local promotions to maintain the reach that only national promotions in a bygone era of big TV commercial budgets and Times Square takeovers would have delivered. It’s widely known that consumer preferences have shifted…