Customer Retention

Nearly 70 percent of consumers say their loyalty is more difficult for a retailer to maintain than ever before, according to a recent Clarus Commerce study. And consumers are pinning the blame on retailers — 88 percent say retailers could do more to earn their long-term loyalty. When it comes to satisfying the needs of…

In episode 207 of Total Retail Talks, Executive Editor Joe Keenan speaks with Lester Holze, vice president of sales, retail and CPG at Experian Marketing Services, and Dan Thorpe, analytics leader at Chico's FAS. Listen in as Holze and Thorpe discuss why Chico's FAS chose Experian as its data partner and how the relationship has helped the women's…

Building customer loyalty isn’t easy, but is crucial in making a brand last. Building life-long customer relationships can set your business apart from its competitors, and retaining those loyal shoppers is something every brand should be focusing on. Here are three key takeaways from the “Unlocking the Secrets to Loyalty and Retention” panel at the…

Today’s company-customer relationship no longer revolves around one-off purchases of goods and services. We live in a subscription-based world where companies give their customers the flexibility of multiple pay options that best fit their needs. This model rewards companies which prioritize delighting their customers with stellar products, services and support. Benefits include predictable revenue streams,…

In this week’s Retail Right Now, Total Retail's Joe Keenan and Kristina Stidham discuss the challenge brick-and-mortar retailers face in getting customers to come back to their stores to shop again. Specifically, they analyze a recent article published on myTotalRetail.com, The 4 Reasons Shoppers Don’t Come Back to Stores, which was authored by Tom Buiocchi, president…

Would you appeal to more consumers if you eliminated a large portion of your inventory? That’s exactly what Petco is doing. Petco announced that as of May 1, 2019, it will be the first major pet food retailer to sell only pet food without artificial ingredients. This bold move puts Petco’s brand ethos at the forefront and appeals…

If anyone was hoping 2019 would be a gentler year for brick-and-mortar retail, those hopes have been dashed. A recent New York Times report showed that closures in the first few months of 2019 exceeded those for all of 2018, itself a tough year. Retail chains still face the migration of dollars to online and…

While attending the IRCE at RetailX conference in Chicago, Total Retail's Joe Keenan interviewed Ujjwal Dhoot, chief marketing and product officer at Health-E Commerce, a consumer health and wellness advocate and online retailer. Health-E Commerce is the parent company of four different e-commerce sites focused on helping consumers maximize their tax advantage dollars, including FSA Store, HSA Store, WellDeserved, and Caring…

It’s no secret that the retail landscape is changing. With the rise of direct-to-consumer brands, widespread adoption of mobile and m-commerce, and the so-called “retail apocalypse,” retail’s status can only be described as complicated in 2019. As retailers evolve and adapt to this new normal, loyalty and rewards programs remain a mainstay tactic. Ubiquitous across…

Sixty-eight retailers have filed for bankruptcy since 2015. Analysts say up to 12,000 stores could close in 2019. Alarmists are calling it the "retail apocalypse." However, at the same time, there’s a modern retail renaissance happening. Incumbents like Dollar Tree, T.J.Maxx, lululemon, Madewell, and Ulta are opening more stores. Digital brands like Away and Casper…