Customer Retention

As Shoptalk Spring 2025 came to a close last week, one thing was clear: the future of retail is not just about transactions, but relationships. While artificial intelligence and retail media continued to dominate the conversation, this year’s conference revealed a deeper shift — an increased focus on loyalty, emotional connections, and truly understanding the…

As 2025 unfolds, retailers are executing their plans and capitalizing on opportunities throughout the year. However, customers are increasingly becoming conscious of their purchasing habits. Crafting impactful campaigns is essential to not only drive immediate sales but also to earn consumer loyalty and retention in the long term. According to Statista, 78 percent of consumers…

Most retail industry forecasters are predicting that 2025 will be a year of growth for the sector, including Deloitte, which recently projected a 3.1 percent increase in consumer spending over the next 12 months. But as with any broad-based metric, the benefits of that growth will be distributed unevenly. How can retailers ensure that they're…

As we look ahead to the rest of the holiday shopping season, customer retention is front of mind. As retail has become an increasingly competitive sector with evolving customer expectations and abundant shopping options, retailers must find innovative ways to keep customers engaged and drive brand loyalty. In-store technology — notably digital signage, touchpoints, kiosks,…

The holiday season is upon us, and many brands across the world have launched their festive marketing campaigns with the intent of capturing consumer attention and driving sales. However, recent research we conducted revealed that 89 percent of consumers feel that holiday campaigns launched before October are too early, with 41 percent admitting they don’t…

Black Friday is a massive opportunity to attract new customers, but the challenge lies in turning them into loyal repeat buyers. Research shows that 64 percent of brands find shoppers acquired during Black Friday have a lower lifetime value than customers acquired at other times of the year. To change this trend, businesses need to…

How much is bad customer experience really costing you? Most brands, especially ahead of the holiday season, pour a lot of effort into attention-grabbing campaigns, boosting product options and inventory, and becoming hypercompetitive on pricing. While all are important, the issues lie deeper into what makes the holiday shopping season crucial to driving profit and…

The holiday shopping season can influence more than end-of-year revenue — it can serve as a catalyst for retailers’ success in the new year. First-time and returning shoppers alike emerge in droves during the holiday season, but they can just as quickly disappear when the holidays are over. And most of them are gone without…

Customer experience (CX) is the bedrock of brand loyalty in the retail space, and cultivating an experience customers continually come back to has become a highly competitive practice. Product value and price, though important, are no guarantee customers will choose a brand consistently. Connections, interactions, personalized service and seamless experiences across all touchpoints are essential.…

As the holiday season approaches, retailers face a unique opportunity to strengthen customer relationships and drive long-term loyalty long after December. With Cyber Week spending reaching an astonishing $38 billion in 2023, up 7.8 percent from the previous year, it's clear that consumers are ready to spend, especially on digital channels. However, for brands to…