Customer Data

Turn the Customer Into the Advocate
October 23, 2019 at 10:46 am

Good brands have followers, strong brands have advocates. Those advocates are gained through a relationship built outside of the typical transaction. To get to this level of relationship, brands must create an experience their customers can only get by interacting with the brand. By understanding its customers and what brings them back, brands can expand…

Compliance and Transparency: A Look at Two Retailers’ CRM Strategies
October 7, 2019 at 1:53 pm

Creating personalized customer experiences is a challenge for today's retailers and brands, and that's before factoring in data privacy laws such as GDPR and CCPA. During the recent Total Retail Tech event in Philadelphia, three e-commerce and digital marketing leaders detailed how these data privacy laws have impacted their organizations’ CRM efforts, as well as the…

Retail is Dead, Long Live Retail: A Peek Into the Industry’s Data-Driven Future
September 19, 2019 at 12:03 pm

There's no doubt that retail is changing, but brands and retailers that meet the challenge are thriving. That’s because data personalization and a multichannel approach are creating opportunities for the smartest brands and retailers to acquire, delight and retain customers for life. That last point — “for life” — may seem dramatic. It’s not. Given…

How to Gain a 360-Degree View of the Customer
September 17, 2019 at 10:45 am

We’ve all heard the advice: meet customers where they are. But what does that actually mean for modern marketers? Years ago, this strategy was fairly easy to execute as brands could focus on a handful of channels (e.g., billboards and direct mail) and retain loyal customers. Today, the marketing landscape is far more complex. Customers…

How Luxottica Personalizes the Loyalty Experience Across Brands
September 16, 2019 at 12:35 pm

In episode 213 of Total Retail Talks, Executive Editor Joe Keenan interviews Brian Venuti, vice president of loyalty and CRM at Luxottica, a leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Listen as Venuti discusses the loyalty programs across all of Luxottica's brands, the company's efforts to streamline leadership and…

Effective Behavioral Targeting Depends on Accurate Data. So Why Aren’t We Demanding it Be Verified?
September 13, 2019 at 11:50 am

A rapidly growing portion of location-based advertising spend is shifting from targeted media to behavioral-based audience targeting. This essentially means that brands are moving away from investing in location-targeted advertising and opting instead for buying pre-packaged audience segments that reflect the desired location behaviors of their prospects and customers. This strategy makes sense if the…

Petco Exec on Building a Successful Loyalty Program
September 9, 2019 at 2:59 pm

In episode 212 of Total Retail Talks, Executive Editor Joe Keenan interviews Kimberley Brennan, director of enterprise and customer loyalty at Petco. Listen in as Brennan discusses why she recently joined the Petco team, what challenges and opportunities she sees in loyalty in the pet category, and why she values her time spent at CRMC. In…

Target to Roll Out New Loyalty Program Next Month
September 9, 2019 at 1:53 pm

Target has announced that it will roll out its new loyalty program, Target Circle, nationwide on Oct. 6. The expansion of the loyalty program complements Target’s branded credit card, Redcard, which only a quarter of its customers use. It also replaces Cartwheel, a separate discount program, in an attempt to offer a “more seamless, intuitive shopping experience.” The…