Customer Retention

Apricot Lane Targets Millennials for Acquisition, Retention
December 3, 2018 at 11:10 am

In episode 174 of Total Retail Talks, Executive Editor Joe Keenan interviews Patrick Stewart, CEO, Apricot Lane Boutique, a women's fashion retailer. In this wide-ranging conversation, Stewart discusses what Apricot Lane is doing to acquire and retain millennial customers, how the brand's social consciousness factors into those efforts, why the in-store shopping experience is integral…

Keeping the (Customer) Love Alive With AI
November 29, 2018 at 10:34 am

In the past few months, we’ve heard the bell toll for several large retailers that are shuttering storefronts due to competitive pressures and less-than-favorable financial performances. The combination of these forces makes it critical for retailers to focus on building customer relationships — changing the one-time transactional buyer into a long-term brand advocate. While companies…

Why Did Sears Fail? It’s Not What You Might Think
November 26, 2018 at 3:19 pm

And … *poof*, there goes another North American retail icon. How on earth could this have happened? Here’s a hint: Don’t blame Amazon.com, the internet or Walmart. There is, of course, never just one thing that leads to the downfall of a company. It’s almost always a progressive and insidious erosion created by poor leadership…

Voxpro CX Index: At the Corner of Technology and Human Experience
November 14, 2018 at 5:09 pm

According to the Voxpro CX Index: At the Corner of Technology and Human Experience, though, consumers still want human-to-human interaction. This means businesses need to deploy a balanced approach for CX. Voxpro, powered by TELUS International, surveyed 1,000 U.S. consumers to determine how they feel about interacting with AI and automation, such as chatbots, and how well they trust businesses with their personal data.

2018 CX Index: Brand Loyalty and Engagement
November 13, 2018 at 5:06 pm

How does customer experience (CX) affect brand loyalty, and what forms of engagement are most meaningful to today’s consumers? We set out to find the answers to these questions and more in order to help brands understand the impact of CX and how to best position their brands for future success. We surveyed 1,200 U.S. consumers to understand their personal experiences interacting with brands, learn their preferences communicating with brands, and assess how experiences and engagement impact brand loyalty. Here’s what consumers had to say and why it matters to brands.

How Retailers Can Boost Customer Loyalty
November 12, 2018 at 11:05 am

Today customer loyalty is much more than a rewards program. It’s about recognizing and reinforcing total customer value and creating sustained personal engagement with customers throughout every step of their brand journeys. Traditionally, loyalty has been achieved through a series of rational benefits delivered to members in exchange for their business. But now emotional benefits have…

Understanding the Emotions That Drive Consumer Behavior
November 5, 2018 at 12:43 pm

All marketers want to strike an emotional chord with consumers, which is why so often we see ads with children and puppies, or commercials where the adult son returns home to surprise mom on her birthday. The general consensus is, though fleeting and situational, the emotions these communications elicit drive consumer behavior. While every psychologist…

Contrasting the New Loyalty Programs at Nordstrom and Victoria’s Secret
November 5, 2018 at 12:13 pm

Back in the early 1980s, American Airlines realized it had very little information about its customers. The company knew your name because it had to issue you a ticket, and in some cases it may have had your address because it had to mail you your ticket, but that was about it. All the relevant…