Customer Data

The first step to good marketing is insights, but that's proving difficult for many retailers, according to a new report from WBR and OneMarket. In a survey of 100 U.S. retail professionals, 64 percent reported that they were unable to identify the majority of their website visitors. At a time when personalization and machine learning are…

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…

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…

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…

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…

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…

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 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…

In episode 210 of Total Retail Talks, Executive Editor Joe Keenan interviews Daren Hull, chief customer officer of Vera Bradley, a women's quilted luggage, backpack, and accessories retailer. Listen in as Hull discusses why Vera Bradley has recently invested in a customer data platform (CDP), his goals to democratize access and utilization of customer data throughout…

For decades, Americans headed to malls to take care of all of their back-to-school (BTS) shopping needs. And many still do — 56 percent of consumers rely on department stores to buy school clothes and supplies during this nearly $53 billion season. However, in this BTS season and in the years to come, retailers need to focus…