CRM

In May, Marriott joined the growing list of brands launching retail media networks (RMNs). Marriott’s flavor promises advertisers access to 164 million members of its “Bonvoy” travel program. While Marriott’s RMN doesn’t build on established partner-brand relationships and co-op budgets the way a brand like Walmart can, Marriott’s sheer size and scope across many screens…

No one likes paying for backup. Obviously, retailers need it. Businesses today operate on data, and without it, commerce grinds to a halt. But it’s painful to spend money on something that you hope you never have to use. The value is all tied up with the nasty what-if of corrupted data, a fire, a…

In episode 359 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Lisa Erickson, senior director of customer relationship management and loyalty at Sleep Number, the leader in sleep health, science, and smart bed innovation. Erickson discusses her professional background and current role, how Sleep Number is differentiating itself by transitioning to a well-being brand that sells sleep, and how its loyalty program drives long-term customer engagement and education.

Technology has been woven into the fabric of our daily lives, with consumers banking, communicating and shopping online. However, the convenience of e-commerce can come at an expense. As consumers have moved deeper toward a digital-first world, questions and concerns about data privacy have grown exponentially. Under increasing pressure, Google recently announced that it will…

Personalization is among the most hotly debated topics among marketers. To some, it's the holy grail their organizations need to seize to delight existing customers, acquire new ones, and prove return on marketing spend. To others, it's a false flag for invasive data collection and inaccurate promotions that alienate shoppers. One way to reframe the…

Your brand’s customers are getting sick of artificial intelligence, chatbots and automated experiences. Automation isn’t the enemy, but we’ve gone too far; 75 percent of customers want to interact with a real person more as technology improves.

According to the U.S. Bureau of Labor Statistics, in March 2022, the Consumer Price Index rose 8.5 percent over the previous year — the largest increase in over 40 years. This jump has hit consumers’ wallets hard. What’s more, research from The Conference Board shows that consumer confidence is down again after rebounding from COVID-driven…

Forward-thinking retail organizations across the globe understand that nurturing the customer experience goes beyond the initial sales engagement. The importance of visibility into the customer journey and the seamless integration with manufacturers are vital as customer expectations rise. In fact, when it comes to making a purchase, 64 percent of people find customer experience more…

Retailers use and reliance on third-party data is changing due to rules on data collection established by privacy regulations such as GDPR and CCPA. In the coming years, all of the biggest web browsers, from Google Chrome to Safari, will prohibit the use of third-party cookies. This means retailers will have to solely rely on…

Customer perceived value is an oft-used term in marketing that looks at how consumers view services and judge their value. Additionally, customer-perceived value looks at the ability of a business or sales team to adequately meet customer needs and/or expectations. To truly understand and maximize customer-perceived value, businesses must accumulate insights from all customer conversations…