Customer Data

As consumers increasingly prefer to shop online, retailers can no longer compete on price and product specifications alone. After all, if shoppers just want low prices and wide product selections, they can head to Amazon.com. Where you can compete is with a customer experience that sets your business apart from competing retailers. As the Harvard…

Digital transformation is happening across retail organizations. A large percentage of consumer interactions occur through digital channels, which means retailers have to be more vigilant about the customer experience. But how do you drive a personal touch through digital channels? The answer is with data. Through data and insights, retailers can not only optimize efficiency,…

By now, it isn’t news that the General Data Protection Regulation (GDPR) deadline is looming. By May 25, 2018, companies that collect data from any European Union resident — in effect, any company with a website — need to be compliant with one of the toughest sets of data privacy rules enacted yet. GDPR has…

It’s clear there has been a shift towards more “customer centric” business models. While this seems like an obvious strategy for any brand, execution frequently proves to be a challenge. It’s great to want to cater to your customers’ wants and needs, but when it boils down to it, it’s difficult to truly understand a…

There’s a good chance you're reading this post on your phone; the effect of the mobile-first age. But what does “mobile first” mean when it comes to marketing strategies? It means creating an experience where you anticipate your customer not having a printer readily accessible. It means understanding that a customer will not always have…

In episode 138 of Total Retail Talks, Michael Hoffman, director of e-commerce and customer service for Rainbow Shops, a women's apparel, accessories and footwear retailer, shares his thoughts on how retailers can do a better job of managing customer data. Hoffman was a speaker on Total Retail's most recent webinar, "Customer Intelligence 360: Laying the…

Sears Holdings Corp. said on Wednesday some of its customer payment information may have been exposed in a cybersecurity data breach at software service provider [24]7.ai, which provides online support services for Sears. In a statement on its blog, Sears said it was notified of the incident in mid-March, and the incident led to unauthorized access…

Smartphones are an extension of consumers themselves, no matter the time, day or place. These devices accompany consumers everywhere they go and are a treasure-trove of information, especially for retailers as they are a key way to track real intent. With advances in location data and real-time analytics, mobile devices are more important than ever…

Though too much debt and the pre-holiday season bankruptcy were cited as the main reasons for Toys"R"Us’ demise, I can’t help thinking that this story could have ended differently had the company done a better job of listening to its customers. Sure, Amazon.com with its treasure of data, is a formidable rival, as it is…

In an interview this week at Shoptalk in Las Vegas, Brian Seewald, vice president, digital, DSW, talks about how the footwear retailer is using a data platform to help it serve up more personalized shopping experiences, including correct sizing recommendations. The result has been increased conversions and decreased product returns, along with a more engaged…