Customer Retention

Black Friday is synonymous with excited queues of shoppers stretching around the block, eager to get their hands on a bargain before Christmas. It has traditionally been about the excitement of the moment rather than a means for retailers to build long-term customer relationships. However, with e-commerce there's an opportunity to get to know customers…

Direct-to-consumer (D-to-C) retailers are officially gearing up for the most profitable time of the year. D-to-C has historically referred to just digitally native brands, but it now applies to every brand that's directly marketing to consumers to drive online revenue. While creative gift-giving campaigns geared toward customer acquisition tend to take center stage, D-to-C retailers…

Marketers are still learning to connect with Gen Z, so we tend to default to how we approach millennials. However, these millennial strategies will likely miss the mark with the emerging Gen Z cohort. These digital natives are constantly connected to their mobile device and use it for almost all brand interactions. The majority of…

Marketers continue looking to loyalty programs for growth and sustained customer relationships, tailoring loyalty investments that enable holistic views of customers. Fifty-one percent of marketers within retail intend to increase loyalty program spending this year to improve program awareness and engagement through multichannel ad campaigns, and to increase benefits that deliver real value upon participation.…

In this episode of Retail Right Now, Total Retail's Kristina Stidham and Ashley Chiaradio discuss how private-label products are driving customer loyalty for Sam's Club. Ashley traveled to the Groceryshop conference in Las Vegas earlier this week, and attended a session with Chandra Holt, senior vice president and chief operating officer of Sam’s Club. During…

An increasingly competitive U.S. retail market and reports of store closures demonstrate how tricky it can be to adapt to the evolution of global e-commerce. Recent research conducted by Klarna shows that to survive, savvy retailers need a seamless cross-channel experience — creating an inspiring and fun experience across the entire customer journey, while maintaining…

There's no doubt that retail is changing, but brands and retailers that meet the challenge are thriving. That’s because data personalization and a multichannel approach are creating opportunities for the smartest brands and retailers to acquire, delight and retain customers for life. That last point — “for life” — may seem dramatic. It’s not. Given…

Each year, our agency releases a Brand Intimacy Study, which is the largest study of brands based on emotion. We cultivated the theory of brand intimacy nine years ago, defining it as the emotional science that measures the bonds we form with the brands we use and love. MBLM’s Brand Intimacy 2019 study contains the most…

It began with “groceraunts,” but it has extended throughout the retail industry. The concept of community spaces within retail stores has been used to drive more foot traffic and offer a more complete customer experience. Whether it's a café, wine bar, bistro, or even just a sitting area with free Wi-Fi, community spaces have been…

Most business leaders want to run an enterprise that's truly “great.” Some are satisfied with running a “good” business, and in many circumstances there's nothing wrong with that. Over the long haul however, there’s a problem with just being “good.” As the venerable Jim Collins has researched and proven, all businesses over time break one…