Customer Retention

The future of customer experience will be an expression of our deepest instinctive human behaviors — at warp speed and exponential scale — pushed on by advances in technology. And while technologies such as artificial intelligence (AI), big data and machine learning (ML) are indeed making strides, there’s one aspect that will really determine the ultimate customer…

Customers are one of the base pillars that hold any retail business together. Without them, it crumbles, which is why you must keep them from leaving. Research shows that 87 percent of customers hop from one business to the other when shopping, only 13 percent are loyal to one brand, and another 58 percent completely…

2019 was a lackluster year for many brands; in the U.S. alone, more than 9,000 stores closed, nearly doubling the number of store openings and far surpassing the number of closures the year prior. While retailers around the world felt the pressure to adapt to a rapidly changing landscape, there were bright moments that showed…

Amazon.com gets it. Target and Publix get it, too. Customers expect a lot from retailers. Not just competitive prices, but personalized online shopping, flexible pickup options and returns, knowledgeable and empathetic in-store and contact-center employees. In short, they expect outstanding customer experience (CX). Amazon, Target, and Publix recently finished in the top three for customer…

U.S. commerce has experienced an unprecedented level of disruption since the COVID-19 pandemic began. Our modern global economy has never faced anything quite like it, and we’re still unraveling which industries will sink or float in a post-COVID world. While sheltering in place just a short time ago, many rushed to stock up on food…

The coronavirus may be ravaging the economy, but retailers’ creativity, agility and compassion mean they won’t suffer forever. Brands and businesses are flexing new and old muscles to take on this challenge. Below are four steps retailers can take right now to gain and retain customers, insights and loyalty: 1. Delve into data. The pandemic…

Customer loyalty has been on the decline, with consumers having an abundance of options to choose from when making all sorts of retail purchases. If a retailer can’t meet a consumer's needs, whether it be related to price, product, experience, etc., he or she will often move on to a competitor that can. To help address…

Most brands have one goal: engage with consumers successfully. Consumers have more choices than ever, and brands must create positive customer experiences to succeed. Even with all the competition in every industry, brand-loyal customers will continue to choose a brand based on the high caliber of its offerings and the overall experience. Positive brand awareness…

In episode 250 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Chris McCann, CEO of 1-800-FLOWERS.com, a leading provider of gifts, and Boaz Gaon, CEO and founder of Wisdo, an emotional wellness self-care platform. McCann and Gaon discuss a recent partnership between the two brands as well as the launch of Connection Communities, a peer-to-peer support portal that guides…

To stay ahead in the competitive e-commerce environment, particularly in a COVID world, many retailers are turning to loyalty programs to capture customer data. After all, when customers join a retailer’s loyalty program, not only do they share explicit data (think name, email address, phone number, etc.), but retailers can also collect implicit behavioral and transactional…