Customer Data

E-commerce holiday spending reached an impressive peak of $1.17 trillion in 2023, up 3 percent from 2022. If this trend continues — as many analysts expect — then retailers are in for a challenging but lucrative 2024 season. Retailers’ obstacle (or their opportunity) will be to capitalize on increased consumer spending while heeding shifting consumer…

Some of the biggest retail competitors out there rely heavily on first-party data to maintain the lead in their industry. Nike uses first-party data to personalize marketing messages, launch targeted product lines, and improve overall customer engagement. Similarly, Walmart invests heavily in tech and data analytics to personalize the shopping experience, and Sephora’s Beauty Insider…

Generative artificial intelligence (GenAI) has taken retail commerce by storm, drastically changing the behaviors of online customers to a point that retailers are making investments in the technology to improve the customer experience. According to Forrester’s March 2024 Consumer Pulse Survey,  consumers use of GenAI is growing, with 48 percent of U.S. consumers agreeing that…

The retail industry is no stranger to data. For years, retailers have made extensive use of data to help drive initiatives like identifying customers, determining how to target ads, and devising pricing strategies. However, today's breed of data analytics and management solutions — including but not limited to artificial intelligence tools and services — have…

The ways in which shoppers engage with brands today is endlessly nuanced and dynamic. Research by Upland BlueVenn reveals that the average consumer today engages with brands through 20 different online and offline channels, including in-store visits, mobile browsers, social media, radio, and television. But while it’s well documented that consumers are more empowered than…

In episode 459 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Brett Herskowitz, senior manager of loyalty at The Vitamin Shoppe, the global, omnichannel specialty retailer and wellness lifestyle company. Listen in as Herskowitz provides an overview of The Vitamin Shoppe's revamped loyalty program, Healthy Awards (1:20), the factors that influenced the new program setup…

The retail industry is drowning in customer feedback. From reviews to digital surveys to in-store polls to social media posts, customer feedback is everywhere. Smart businesses know this feedback is valuable. They try to glean insights about their business based on customer feedback. The most valuable feedback is qualitative feedback, left in open text boxes…

Despite cautious optimism about the economy leading to increased spending, rising prices are causing consumers to tighten their belts, resulting in fewer purchases across categories. However, a glimmer of hope exists for businesses: the rising spending power of Gen Z. This generation happily mixes brand names from familiar stores, like Target or Macy’s, with lesser-known…

In the fast-paced world of retail, maintaining a robust and high-performing retail media network can be a strong competitive advantage. If a retail media network is underperforming, there are strategic steps retailers can take to turn things around. Here are three key strategies to consider: 1. Embrace identity platforms. The first strategy that can help…

In episode 456 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Alok Jain, senior director of CRM, loyalty and marketing analytics at West Marine, the nation's leading omnichannel provider in the marine aftermarket. Listen in as Jain discusses his career background in the loyalty space (1:00), an underutilized aspect of CRM (customer relationship management) data…