CRM

A company’s success often depends on how many customers it retains and, as a result of those relationships, new customers who are drawn by recommendations and favorable reviews. Marketing plays a creative role in attracting potential buyers, but the funnel concept many businesses have long relied upon doesn’t prioritize the customer experience, which is critical…

Consumer expectations have become increasingly high, putting the pressure on retail and e-commerce brands to create more meaningful experiences. An abundance of choice makes it difficult to cut through the clutter — and maintain loyal customers. The path forward? Offering personal, functional and collective benefits that actively improve people’s lives and our broader society. Customers…

In 2020, life changed in every way due to the COVID-19 pandemic. Therefore, it’s not surprising that the behavior of our customers changed, too. In the retail sector, more consumers switched to online providers or smaller independent businesses as a result of their changed routines and for convenience when it wasn't possible to visit shops…

In episode 310 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Jeff Swearingen, global senior vice president of demand accelerator, venturing and global business services at PepsiCo, an American-based multinational food, snack, and beverage corporation. Swearingen discusses the business and consumer changes PepsiCo has experienced in the last year-and-a-half during the COVID-19 pandemic, and how his…

According to Bloomberg, Americans have saved a whopping $1.7 trillion since the onset of the pandemic. Economists expect a good portion of this will be spent during the so-called “revenge economy” this summer. Industries in travel, retail, and entertainment will surely have the most to gain as they were hit the hardest, but one question…

2020 was the beginning of a new world in retail. The pandemic took what would have been years of physical and digital commerce growth and compacted it into a matter of weeks, requiring sellers and consumers alike to adapt and innovate at an unprecedented rate. While the evolution of retail and e-commerce has been expeditious…

At the start of the pandemic, a tidal wave hit the retail community. Restrictions no longer permitted shoppers in-store, resulting in a surge of online purchasing. Because of this, brands shifted, and they did so quickly. Those that relied on their brick-and-mortar presence pivoted by putting muscle behind e-commerce marketing strategies, causing direct-to-consumer (D-to-C) brands…

It’s no secret that the pandemic accelerated the pace at which e-commerce is growing — with marketing strategies dynamically pivoting to meet the ever-evolving change in consumer behavior. In-person retail was hit hard by rolling lockdowns, forcing consumers to shop from the safety of their homes, and consequently disrupting consumer behavior for decades to come.…

In episode 306 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Emilie Hoyt, founder and CEO of LATHER, top quality products for the body, face, hair and home made from unique, natural ingredients and pure essential oils. Hoyt discusses LATHER's business, what led her to start the brand, and to what she attributes the company's 20-year…

In a session during the National Retail Federation's (NRF) inaugural Retail Converge event last month, Hal Lawton, president and CEO of Tractor Supply Company (TSC), discussed how the company is planning to be an even more integral part of its customers’ lives through its Life Out Here strategy. In addition, Lawton addressed TSC's recently relaunched loyalty program,…