Customer Retention

It’s no surprise that by creating a superior experience for consumers, brands can help foster loyalty. The better the quality of interactions consumers have with a retailer, the more likely they will continue shopping with that retailer. Think back to a great, or perhaps not so great, experience you’ve had with a retailer. That experience,…

It was only a few years ago that Sugarfina was an unknown candy store. From its sweet beginnings — pun intended (the co-founders came up with the idea while watching "Willy Wonka" on a date) — to today’s luxury candy shop, a lot has changed. Now, there aren't many places you can go without seeing the ubiquitous Rosé All Day candies in the recognizable light blue boxes from Sugarfina.

Tiffany’s is a compelling example of an iconic 181-year-old brand that blends its historic past with cutting-edge trends and themes that cater now to a younger demographic, aiming to restore some of its lost radiance. By targeting millennials and using a heavy dose of social media and digital marketing, Tiffany’s has found new life that has…

The modern customer journey involves an ever-expanding list of touchpoints as consumers turn to a slew of phones, tablets, smart speakers and in-store experiences to complete their path to purchase. They also may use a combination of websites, mobile apps, digital assistants and social media networks across those channels. Despite this proliferation of touchpoints, customers…

This report from customer engagement and analytics software provider Calabrio includes responses from more than 3,000 consumers in the U.S. and U.K. about the customer experience journey, and what motivates them. The findings are clear: human nature is how customers think, feel and act — and it drives their digital behavior. To gain their loyalty, customers should feel heard and have an emotional attachment to the brand, and that can only be created through the human connection.

In episode 153 of Total Retail Talks, Adam Lynch, co-founder and chief operating officer of Marine Layer, discusses the San Francisco-based apparel brand's growth from an online startup into an omnichannel retailer. Lynch details how Marine Layer is trying to differentiate itself in the crowded apparel space through unique and quality product, engaging in-store shopping…

E-commerce startups need funding. To get it, they need to impress VCs with robust user acquisition numbers. Understandably, many founders obsess about how many users they can bring in. Too much focus on acquisition, however, can actually hurt the company in the long run. While it's necessary to prioritize acquisition in the early days, e-commerce…

Creating an authentic, real and honest connection with your customers is critical to acquiring their loyalty. This was a key takeaway from a session yesterday at IRCE 2018 in Chicago about building loyalty through high-touch customer service. Ryan Lane, founder and CEO of Dream Beard, a men’s product and lifestyle brand, detailed the company's efforts…

A key trend to emerge from Total Retail's second annual Top 100 Omnichannel Retailers report was that retailers are allowing their customers to access, earn and redeem their loyalty points across the different channels in which the retailers operate (e.g., online, store, mobile, app, etc.). Of the 100 retailers analyzed for the report, nearly three-quarters…

A key trend to emerge from Total Retail’s second annual Top 100 Omnichannel Retailers report was that retailers are allowing their customers to access, earn and redeem their loyalty points across the different channels in which the retailers operate (e.g., online, store, mobile, app, etc.). Of the 100 retailers analyzed for the report, nearly three-quarters […]