Customer Retention

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…

From Ray Kroc’s first McDonald’s in 1955 to Pop-Tarts to microwaves, consumers have long placed a high value on convenience. And why shouldn’t we? Time is the greatest equalizer, no matter your position in the work world or your wealth. It's our most precious commodity. We all have the same amount of it, as well as the choice on how we spend this currency.

As the summer winds down and parents start preparing their kids for the new school year, retailers are looking for the best ways to give their customers the most convenient and seamless back-to-school (BTS) shopping experiences. While we know that in-store and online continue to be key retail channels, we also know that mobile shoppers…

As a mom of two young kids, I can’t imagine a world before grocery delivery, theme park fast passes, or my Tide to Go pen. We live in an age defined by instant communication, with everything at our fingertips or just a click away. Customers can make purchases and get loyalty rewards almost anytime, anywhere.…

In episode 158 of Total Retail Talks, Total Retail Executive Editor Joe Keenan interviews Shawn Sweeney, vice president of digital experience at Starbucks, during the Customer Relationship Management Conference (CRMC) in Chicago earlier this summer. Sweeney discusses how the coffee brand is using its popular mobile application to bridge customers’ online and offline experiences, creating stronger relationships…