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Customer Retention
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The end of 2020 brought an atypical shopping experience for many consumers facing lockdown restrictions. Whether brands were prepared, unprepared or fell somewhere in between in order to meet the rapid shift in consumer behavior due to the pandemic, they all had lessons to learn and room for improvement when it came to meeting andโฆ
2020 was no doubt one of the most challenging for retail. But 2021 should begin a path to recovery with improvements in health and in the economy. The retail industry has the opportunity to continue to innovate products and consumer experiences, expand business, and reconnect with consumers in new and different ways.
No industry sector has experienced a year quite like 2020. For retailers, the pandemic caused massive upheaval to in-store shopping, supply chains, marketing budgets, and more. Retailers that relied heavily on brick-and-mortar sales were forced into e-commerce seemingly overnight. But the truth is the pandemic arrived at a time when retailers were already grappling withโฆ
In episode 284 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Mark Murrell, founder and CEO of Get Maine Lobster, a direct-to-consumer seafood seller based in Portland, ME, delivering the finest seafood in the world straight from the dock to its customersโ doorsteps. Listen in as Murrell discusses Get Maine Lobster's origin story and its salesโฆ
Luxury brands have long been known for their ability to control how their products are presented and sold. However, the pandemic has placed the industry at a crossroads. In order to keep pace with changing customer expectations on ways to engage with brands, the luxury sector is embracing new models which are more conscious, collaborativeโฆ
From the range of digital marketplaces to the proliferation of social media platforms, consumers now have the ability to discover new brands and products faster and easier than ever before โ and the amount of time theyโre spending online is only increasing. As such, itโs critical for brands to not only have a presence acrossโฆ
Returns cost retailers hundreds of billions of dollars each year. Return rates continue to rise each year as a result of online shopping, customer-centric return policies and, now, COVID-19. Since the onset of the pandemic, consumers are avoiding stores and shopping online even more than before. In fact, eMarketer predicted online sales to grow byโฆ
Communication drives conversion. It moves customers from browsers to buyers, delighting them through each step of the purchase journey when done correctly. In a retail operation, these conversations lead to satisfied customers, those that begin to expect a level of excellence that only you can offer. Communication, though, isnโt always accessible. It takes focus andโฆ
Chances are you belong to a customer loyalty program. A recent Mintel report shows that 90 percent of U.S. adults have at least one loyalty membership. But hereโs the question: Have you ever used the program or benefited from membership? If your answer is a hard no, you're not alone. The average consumer belongs toโฆ
The world of commerce is continually changing and evolving as a direct impact of technological advances. In 2020, we learned how much technology can shape our experiences and how important it is to use it correctly to make customer journeys frictionless. Consumer expectations shift quickly, and everything in retail changes rapidly. In fact, I wouldโฆ