Customer Retention

More than ever, businesses need to deliver personalized experiences that provide customers with real value. In a recent survey of corporate leaders, analyst firm Gartner reported that 81 percent of respondents believe their companies will compete mostly or entirely on customer experience. However, acknowledging that customers today expect personalized experiences and delivering on that expectation…

Yotpo's 2018 State of Consumer Loyalty survey examines American shoppers’ attitudes about brand loyalty. The findings reveal evidence of Amazon.com's influence on consumer expectations (61.3 percent of shoppers cite free shipping as an incentive to buy from a new brand) and highlights ways that direct-to-consumer brands can go above and beyond to earn, and re-earn, customer loyalty.

In episode 163 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Kent Zimmerman, vice president of digital at Shoe Carnival, discusses how the family footwear retailer is using customer data to personalize marketing communications, particularly email, helping to drive conversions and, ultimately, loyalty.

It’s no surprise that retailers have long been witnessing a sharp decline in customers who visit their brick-and-mortar stores — even the big-name behemoths. Still, data shows that physical stores still account for 90 percent of all retail sales in North America. What accounts for this disparity? Millennials (yes, we can blame them for this…

It’s no surprise that retailers have long been witnessing a sharp decline in customers who visit their brick-and-mortar stores — even the big-name behemoths. Still, data shows that physical stores still account for 90 percent of all retail sales in North America. What accounts for this disparity? Millennials (yes, we can blame them for this […]

In episode 162 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Kate O'Shaughnessy Jung, director of loyalty, mobile and partnerships, and Tony Zubek, manager, credit, loyalty and mobile, both of Express, discuss how the fashion retailer has revamped its loyalty program though the use of customer data.

In episode 161 of Total Retail Talks, recorded at the Customer Relationship Management Conference (CRMC) in Chicago, Scott Emmons, head of innovation lab, Neiman Marcus, details how the upscale department store chain is leveraging technology across sales channels to improve customers’ experiences, ultimately resulting in increased loyalty to the brand.

Square Root's national survey of more than 300 U.S. retailers explored brands’ approaches to customer experience strategy and programming, from ownership within the organization to the tools, technology and metrics used to gauge success. Among the findings, the study revealed that while 96 percent of retailers say customer experience is a core priority, 75 percent believe their organization has room for improvement. What’s more, despite 89 percent of retailers believing long-term success hinges on customer experience, nearly 40 percent of brands still lack ways to measure the impact of their efforts. The full report reveals the biggest challenges retailers face when it comes to keeping up with increasing customer expectations, addressing the in-store data void, and improving organizational alignment around customer experience.

Today’s shopper is overwhelmed with choice, making it increasingly challenging for retailers to instill loyalty into their customers. With one-click immediacy making it possible to transport a product from your online shopping cart to your front door in one hour, shoppers have high expectations for the retailers they choose to frequent. The tiniest inconvenience can…

While good products and good prices are important, the customer experience matters most. That’s the message from a new survey of more than 8,000 global consumers conducted by Medallia and Ipsos. Overwhelmingly, consumers say they’re more likely to purchase products or services based on positive customer experiences. In fact, according to the survey results, positive…