Customer Retention

In this episode of Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss Walmart’s announcement that it's going to launch a paid membership program, similar to Amazon Prime. The service will be called Walmart+, and will expand on the retailer’s grocery-delivery subscription service. Walmart is launching a paid membership program to develop a tool…

Brand loyalty is a driving factor in today’s commerce. It affects where people shop, what they buy, and how much they spend. Yet customer loyalty is changing in today’s blended e-commerce landscape that combines traditional retail with direct-to-consumer. Customers are interacting with retailers differently, and businesses need to nurture, nudge and delight them. Retailers have…

Zappos.com, the Las Vegas-based online shoe and apparel retailer, is known for its industry-leading return policy and first-class customer service. The company is also making a name for itself with innovative marketing tactics. In a presentation yesterday at the eTail West conference in Palm Springs, Calif., Joe Grusman, general manager, e-commerce marketing at Zappos, detailed…

Many retail observers and experts have similar advice for success: provide a data-driven, personalized shopping experience; make transactions as convenient as possible; and engage with shoppers on social media and through influencers. Brands should surely implement these strategies to see what works for them. Our recommendation for engaging with Gen Z shoppers — 18 to…

If you've ever collected points or miles with a loyalty program, ran from imaginary zombies within an app, or completed your LinkedIn profile just to reach that all-star 100 percent, you've experienced gamification. Gamification today is a major tool in making the user experience more valuable and engaging. While you may not notice it, gamification…

Businesses have become all too quick to market to Gen Z, the emerging buyers continuing to dominate headlines. However, it could be dangerous to focus so heavily on these new consumers when we’ve barely begun to understand millennial shoppers. Looking ahead is important, but brands are just chasing the shiny new object by pivoting right…

Laura Joukovski, president, global fashion brands at TechStyle Fashion Group, parent company of Fabletics, Savage X Fenty, JustFab, ShoeDazzle, and FabKids, detailed the company's approach to customer retention during an interview with Total Retail's Joe Keenan this week at the 2020 National Retail Federation Big Show. Joukovski discussed how TechStyle is working to evolve and stay…

Empowered by the proliferation of smartphones and the digitization of everything, today’s shoppers are more aware and informed than ever. The upshot? Engaging with customers and understanding their evolving preferences is no easy feat. Gone are the days when brands could “buy” a customer’s repeat business. Now, you need to earn it. But how? A…

How many times have you found yourself walking into Target for a new toothbrush and exiting with backup cleaning supplies (for next year), new toys for your dog, and a state-of-the-art popcorn maker? America’s favorite department store recently announced its new loyalty program, called "Target Circle," where customers now receive special discounts based on data…

We’ve seen our fair share of shocking headlines recently: tenuous IPOs, the “retailpocalypse,” and a fickle market have served to reset the way we size up subscription businesses. Recurring revenue models have their pitfalls, and 2019 certainly taught the industry a few lessons. In 2020, retention is set to be a top priority for companies…