Customer Data

“We know that some of our customers’ behaviors will shift back to pre-pandemic, and we know that some will never be the same. The issue is, we have no idea which is which.” In a recent discussion with a Fortune 500 CEO, he articulated to me what so many retail, CPG and commerce executives are…

As Americans hunkered down as a result of stay-at-home orders, they flocked to their screens to shop for groceries, home office supplies, nonessential goods, holiday gifts and more. With this, online retail sales grew 32.4 percent in 2020, a total of $791.7 billion in sales over the course of the year. This momentum continued into…

It’s been over a year since store-first brands suddenly found themselves on the same digital playing field as pure-play direct-to-consumer (D-to-C) brands for the first time in history. One of the many things we learned from this unintentional experiment is that brands that once generated up to 85 percent of their revenue offline simply weren’t…

We've rounded the corner and thank goodness we feel the country is on the backside of the COVID pandemic. What a ride it has been! It's far from over, but under control. For many consumer companies, COVID caused a surge in business with more people working and shopping from home. It has put pressure on…

We’ll discuss how brands are overcoming customer acquisition and retention-related challenges in this new retail environment.

For businesses, the global health crisis turned digital transformation from a marathon into a sprint — particularly for retail and consumer goods companies. Businesses had to quickly condense their road maps for digital transformation, in many cases pivoting from a three-year timeline to a three-month timeline. While the abrupt race to go digital has been…

Consumers are bombarded with sales messaging from dozens (or even hundreds or thousands) of brands across multiple channels throughout the day. The only way to cut through the noise is with meaningful interaction. And the only way to do that is to understand the customer’s needs and where he/she is in their journey, a unique…

Before the COVID-19 pandemic, online shopping was already booming. Now, as vaccines become more widely available, storefront owners have a lot to consider when preparing to welcome customers back over the next few months. Especially after living under lockdown for over a year and relying on the likes of Amazon.com for everything from apparel to…

The pandemic has clearly been pushing people to conduct more activities online. And with one survey showing that 62 percent of shoppers purchase more online now than they did before COVID-19 hit, this shift is likely to have staying power. To secure the insights needed to drive revenue and remain competitive in an increasingly online…

Customer experience (CX) was gaining importance as a competitive differentiator well before the pandemic. Now, after a year of retailers and brands pivoting to vie for consumers’ attention and dollars online, there's a new definition of great customer experience — one forged by 2020’s drastic shifts in the way we buy and sell. One result…