Customer Retention

As consumers increasingly prefer to shop online, retailers can no longer compete on price and product specifications alone. After all, if shoppers just want low prices and wide product selections, they can head to Amazon.com. Where you can compete is with a customer experience that sets your business apart from competing retailers. As the Harvard…

Consumers today have seemingly endless retail options. Beyond price, product and delivery options, shoppers can choose how they communicate with their favorite brands, whether that’s through a voice assistant, chatbot, Facebook Messenger, etc. A recent study by Narvar revealed that shoppers are indeed choosing a combination of these channels and expect that brands use them…

Online wholesale shopping site Boxed announced yesterday that it's launching a paid membership program that will offer customers rewards and discounts. The membership program, Boxed Up, will not replace the standard free membership. However, it does offer perks, including free “priority shipping” for orders over $20, as well as 2 percent cash rewards based on…

There’s a good chance you're reading this post on your phone; the effect of the mobile-first age. But what does “mobile first” mean when it comes to marketing strategies? It means creating an experience where you anticipate your customer not having a printer readily accessible. It means understanding that a customer will not always have…

Ace Hardware and Dollar Tree deliver the best customer experience in the retail industry, according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers. Of the 49 retailers included in this year's ratings, Ace Hardware and Dollar Tree tied for the top spot. Each earned a…

Total Retail is excited to present to you its second annual Top 100 Omnichannel Retailers. The report, produced in conjunction with Radial, a leading omnichannel commerce technology and operations provider, features a ranking of 100 publicly traded retailers based on their omnichannel retail programs offered as well as the execution of said programs. Why focus on…

The loyalty landscape is in the midst of significant evolution, driven by new technologies, smarter programs, and changing customer needs and expectations. In a new study released by Bond Brand Loyalty, a leading global customer engagement agency, consumers say they spend more, advocate for, and remain loyal to brands with loyalty programs that offer innovative personalized experiences in addition to points and discounts. Consumers spend 37 percent more with brands when they're a loyalty program member.

Smartphones are an extension of consumers themselves, no matter the time, day or place. These devices accompany consumers everywhere they go and are a treasure-trove of information, especially for retailers as they are a key way to track real intent. With advances in location data and real-time analytics, mobile devices are more important than ever…

Retaining customers and winning repeat sales has never been more important as retailers face increasing competitive pressure. This is true now more than ever, since just a few retailers control such a large share of consumer shopping. The top 10 merchants generated 51 percent of revenues earned by all the brands on the National Retail…