Customer Retention

Let’s face it: Traditional loyalty programs were designed for another age and now they’re necessarily evolving as brands recognize the need for innovative strategies to capture and keep consumers' hearts. The shift towards "surprise and delight tactics" on social media is becoming increasingly crucial in building solid customer relationships and fostering brand association — and…

With consumer prices beginning to plateau, retailers are beginning to feel cautiously optimistic over their future revenue streams. However, the index remains up 3.2 percent from a year ago, and with federal student loans now due for the first time in over three years, this makes a recipe for wallet-conscious shoppers. Now, shoppers are cutting…

During the five-day holiday weekend spanning from Thanksgiving to Cyber Monday last year, 200.4 million consumers shopped, setting a new record both in the number of people shopping and the amount spent — online sales rose 7.8 percent from 2022 to $38 billion. With 2024 upon us, retailers find themselves on the brink of a…

As we begin 2024, the world of e-commerce will see continued evolution and disruption. Consumer behavior has fundamentally shifted over the past several years, with more shoppers flocking to digital storefronts and leveraging digital shopping technologies. With this backdrop in mind, here are four key predictions for what's in store for e-commerce in 2024. Consumers…

Customer loyalty, like many aspects of commerce, has undergone a major transformation since 2020 — away from transactional benefits and toward enriched experiences. Before the onset of the pandemic, points redemption and “buy some get some” loyalty models were already losing out to value-focused loyalty offerings like subscriptions, design services, and member pricing that are…

For many retail brands, the holiday season is the "Golden Quarter" and prime time to deploy strategies to maximize revenue gains. After all, Black Friday has evolved from a one-day sale to (for some retailers) a multiday event demonstrating consumer demand. This is further supported by KPMG research that saw a 5 percent year-over-year increase…

With Black Friday and Cyber Monday behind us, the holiday shopping season has officially kicked off. There's no better time for brands to engage and earn the loyalty of new customers as they seek out the perfect gift. However, brands only get one chance to make a good first impression. According to Salesforce, 80 percent…

In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. However,  without fail, I always get asked what can be done to improve customer loyalty.  No matter the country or the language it’s being delivered in, the answer is always the same — invest…

The intense competition in the e-commerce market, rapid changes in consumer shopping habits, and expansion of new technologies require e-commerce businesses to reshape their customer engagement strategies to win buyers and motivate them to return. Catching and keeping customers’ attention requires expertise in the latest customer experience trends and e-commerce technologies. That’s why forward-looking digital…

Many retailers think of Black Friday and Cyber Monday as a sprint to the finish line. Brand teams work feverishly around the clock to attract new customers, stand out from the competition, and boost sales. And they breathe a huge sigh of relief when Nov. 28 rolls around and Black Friday and Cyber Monday are…