Customer Retention

The latest post to take LinkedIn by storm wasn’t an announcement about a startup raising millions in funding or an A-list executive joining the board of an industry titan. Rather, a highly personal story by self-employed writer, Niharikaa Kaur Sodhi, quickly went viral on the professional social networking site. Sodhi shared her courageous journey during…

Whether you sell online, from a physical store, or both, there are probably people communicating with your customers on your brand’s behalf who are not on your payroll. It could be a delivery partner, a warranty or call center, an app that provides automated shipping updates, or a partner that provides online chat services. Each…

It often seems as if retailers will try anything and everything to cultivate brand loyalty. More rewards. Steeper discounts. Lower redemption thresholds. The one constant of loyalty programs is change. Retailers continually analyze programs to determine what’s most effective in building a loyal customer base. New research from Dynata, in a survey commissioned by Redpoint,…

With the spring shopping season coming up, most brands are focusing their marketing strategies on customer acquisition and sales revenue for the busy shopping months, when in reality, spring purchases should be the beginning of the customer lifecycle, not the end. In fact, if companies were to emphasize customer retention by just 5 percent, they…

In a world of struggling supply chains and pandemic fatigue, providing an unparalleled digital customer experience (CX) is more important than ever. Improving CX became a top five initiative for 54 percent of marketing organizations during the pandemic, particularly in the retail sector, with CX budgets increasing by 10 percent on average since the early…

Consumers are constantly on the hunt for the best deal and the smoothest customer experience — these needs are only heightened during the holiday season. As consumers hunt, merchants see an influx of first-time buyers during the critical holiday months (not to mention an increase in spending). While the holidays are important, long-term sales growth depends…

One of the biggest disconnects in human nature is between what we should do and what we actually do. Doctors tell us to lose weight and exercise more. Financial planners tell us to save and invest more while spending less. Career counselors tell us to constantly upgrade our skills. But despite this expert advice, the…

Online shopping is pretty much the norm these days. More consumers are buying more products across a greater range of categories than ever before. For their part, brands and retailers are anxious to close sales, and in that pursuit deploy a number of tactics to ensure that happens. However, it’s not exactly a fun experience…

We greet 2022 with hopes for a less turbulent year than the past two. With the onset of the New Year, there are several trends taking shape in the retail sector. Let’s take a look at five predictions and how they could impact the way we do business going forward. Data and Privacy Continue to…

Direct-to-consumer (D-to-C) was one of the hottest new trends in e-commerce last year, for both consumer and B-to-B brands. In August, eMarketer/Insider Intelligence reported that D-to-C comprised 14 percent of all U.S. e-commerce retail, after growing by 40 percent in 2020 because of the big pivot to digital shopping. The need to pivot and that…