Customer Retention

With the abundance of choice that today’s consumers have, particularly online, we’ve seen loyalty to retailers and brands decrease. If a retailer can’t meet the immediate and increasingly stringent needs of a consumer, be it price, product quality, service, delivery time, etc., they simply move on to a competitor. And those shifts are occurring across…

Consumers willingness to adopt new products and try new experiences hasn’t merely increased; it’s reached an entirely new level of hyperadoption that retail brands are claiming they can’t keep up with. With consumers just as quick to try new brands as they are to walk away from ones they were once loyal to, retailers are…

In the “retailpocalypse” — i.e., the age of mass closings of brick-and-mortar retail stores falling to new online competition — brands live and die by their ability to communicate a strong purpose that resonates with their core customer base. In the absence of abundant sales leads, companies must instead bolster long-term relationships with customers. This…

Online shopping has become an essential service during the COVID-19 crisis. No longer is going to the supermarket, bank or mall a safe option for consumers. Rather, sourcing and purchasing from the safety and comfort of one’s home is the new normal. Online retailers are experiencing surges of 30 percent and higher, traffic is scaling…

In this episode of Retail Right Now, Total Retail's Ashley Chiaradio and Kristina Stidham discuss an article recently published on Total Retail titled, “Consumer Shopping Habits During the COVID-19 Crisis,” authored by David Fisch, general manager of Shopkick. Shopkick recently conducted a survey of nearly 25,000 consumers across the country to gain insights into changing…

In today’s competitive retail landscape, customer experience (CX) can make or break a brand. The numbers are clear that CX is now a primary factor in growing revenue and retaining customers. That means your store’s CX is too important to leave to chance. To deliver the experience your customers expect and then surpass their expectations…

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…