Customer Retention

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…

In episode 306 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Emilie Hoyt, founder and CEO of LATHER, top quality products for the body, face, hair and home made from unique, natural ingredients and pure essential oils. Hoyt discusses LATHER's business, what led her to start the brand, and to what she attributes the company's 20-year…

In a session during the National Retail Federation's (NRF) inaugural Retail Converge event last month, Hal Lawton, president and CEO of Tractor Supply Company (TSC), discussed how the company is planning to be an even more integral part of its customers’ lives through its Life Out Here strategy. In addition, Lawton addressed TSC's recently relaunched loyalty program,…

The pandemic changed everything … how we worked, lived, and interacted with our friends and family. And it really affected what we purchased, how we purchased, and which companies we purchased from. How many of those changes are permanent and what will it look like after the dark cloud of COVID subsides? This is a…

For decades, most retailers depended on foot traffic to their brick-and-mortar stores much more than the website they felt compelled to build late in the last century. Furthermore, “direct to consumer” isn’t really a new concept; thousands of prosperous companies marketed by direct mail and catalogs only, collecting orders via mail and phone before “that…