Customer Retention

The path to retail success sounds simple in theory: build loyalty and create sustainable growth by delivering a great customer experience. By doing this, first-time customers become repeat buyers and stick with your brand long term, allowing you to maximize their lifetime value as customers. But this strategy isn't as simple as it seems once you unpack the “customer” part of the formula. It’s especially…

According to Salesforce, nearly half of U.S. consumers have lost trust in a brand this past year, with many citing that they’d liked to have deeper relationships with the brands they love. As a result, brands are tasked with figuring out ways to build back that trust and keep customers engaged long term. While loyalty…

It’s easy to feel like brand loyalty is dying. Consumers have so many ways to shop and with loads of brands competing for their attention, why not shop around? The numbers would seem to bear out that theory. Last year, research from McKinsey found that 73 percent of American shoppers have altered their brand preference…

Every retailer has seen a massive surge in digital interactions over the last 18 months. The disruption of COVID-19 made even the most tech-shy consumers turn to digital channels — and they liked what they found. A recent international survey by OnePoll revealed that 58 percent of consumers say they’ll continue to have more digital…

A company’s success often depends on how many customers it retains and, as a result of those relationships, new customers who are drawn by recommendations and favorable reviews. Marketing plays a creative role in attracting potential buyers, but the funnel concept many businesses have long relied upon doesn’t prioritize the customer experience, which is critical…

In 2020, life changed in every way due to the COVID-19 pandemic. Therefore, it’s not surprising that the behavior of our customers changed, too. In the retail sector, more consumers switched to online providers or smaller independent businesses as a result of their changed routines and for convenience when it wasn't possible to visit shops…

The start of the holiday season is just a few months away, but in terms of being able to predict how consumers will behave and how brands will fare, it feels more like we're staring years into the future. The country is in a different place than it was a year ago. The COVID-19 vaccine…

2020 was the beginning of a new world in retail. The pandemic took what would have been years of physical and digital commerce growth and compacted it into a matter of weeks, requiring sellers and consumers alike to adapt and innovate at an unprecedented rate. While the evolution of retail and e-commerce has been expeditious…

More time spent at home thanks to remote work, cancelled events and activities, and other pandemic-related factors resulted in consumers bringing more attention to digital shopping. Creating a consistent experience across all channels is what will keep consumers' attention and business, driving both customer acquisition and customer retention efforts. As a result of shifting consumer…

At the start of the pandemic, a tidal wave hit the retail community. Restrictions no longer permitted shoppers in-store, resulting in a surge of online purchasing. Because of this, brands shifted, and they did so quickly. Those that relied on their brick-and-mortar presence pivoted by putting muscle behind e-commerce marketing strategies, causing direct-to-consumer (D-to-C) brands…