Customer Data

You’ve seen it before, the long form you must sign before participating in a potentially dangerous activity, the checkbox at the bottom of an end user agreement before you can use a new piece of software, the numerous documents that are part of every major financial purchase. These arduous processes are developed by companies in…

Jeff Bezos said, “If we can keep our competitors focused on us while we stay focused on the customer, ultimately we´ll turn out all right.” Many retailers today seem to do exactly this and try to compete with Amazon.com. It's not rare that I have conversations with retailers about implementing strategies to compete with, or…

According to Deloitte’s 2019 Retail Industry Outlook, 2018 saw a strong U.S. economy and a record-breaking holiday season. And while the retail industry witnessed mixed earnings, one constant remained — customers’ expectations are on a steep incline. Becoming a data-capable organization requires significant changes to be made at the leadership and technological level in order…

In episode 188 of Total Retail Talks, Executive Editor Joe Keenan interviews Karl Varsanyi, group vice president of digital product management and user experience at Albertsons Companies. Listen in as Varsanyi discusses the launch of Albertsons online marketplace with partner Mirakl, and how the grocer is using customer data obtained from its online marketplace to influence…

While outsiders have long tried to put a death sentence on retailers in the brick-and-mortar space, the industry keeps chugging along. Insiders understand there’s still plenty of potential for growth — even as e-commerce continues to scale. But for there to be sustained success, big data must be properly leveraged. Unlocking the Power of Data…

More and more companies, particularly retailers, are using chatbots to connect quickly with customers, enabling them to handle basic service needs faster and more efficiently. While many businesses and consumers have embraced chatbots and automated features in order to make service inquiries and share personal information, the relationship between customers, chatbots and brands still needs…

As brand marketers, we often believe we’ve seen the apex of new and unique ways to reach consumers as well as the levels of personalization a product can offer. As a brand marketer and digital strategist at Mars for eight years before joining Salsify, I’ve seen the struggle to maintain brand identity and relevance firsthand.…

For retailers, trust can be hard to come by. Faced with an increasingly competitive landscape, rising demand for engaging brand experiences, and heightened expectations around consumer privacy, you have to work harder than ever to win customers’ trust, let alone longer term loyalty. In fact, in the age of endless choice, you might even be…

Measuring business success has always come down to revenue. Although customer relationship management (CRM) data hasn’t always been a large part of the conversation around what drives those numbers, the fact is it can have one of the most profound and positive impacts on business success. I’m able to confidently say this because CRMs hold…

When historians look to this century, there will be quite a few companies that stand out. Tesla is one, as are Uber and Airbnb. However, the three consumer platforms that will truly be seen as forward thinking and disrupting “business as usual” are Spotify, Netflix and Instagram. All three of these platforms have dramatically changed…