Customer Retention

In 2017, many struggling retailers closed their doors. In fact, more than 6,800 stores closed from the impact of online retailing or, in some cases, lack of interest in their businesses. Consumers are no longer willing to go into a store and meander through the aisles to make a purchase, unless it’s for a bargain (think…

Attempting to get attention from retail customers, let alone loyalty, is a huge challenge in today’s marketplace. Consumers are bombarded with messages constantly, leaving little to no room for a compelling message that “sticks.” Retailers are wise to consider how they can reach their audiences effectively with the last bastion of marketing: authenticity. Here are…

Customer-obsessed marketing is here, and retailers and brands are evaluating an increasingly complex advertising world filled with new questions around metrics, search performance and audience quality. In a recent study from RetailMeNot and Kelton Research on connecting retailers, brands and agencies with priority customers, retail marketers weigh in on the essential nature of identifying and…

Political polarization, voter tribalism and more fervent social movements like #grabyourwallet, #MeToo and #TimesUp have changed the face of brand engagement and consumer loyalty in all retail categories, according to new values and insights identified in the Brand Keys 23rd Annual Customer Loyalty Engagement Index®.

In this episode of Retail Right Now, Total Retail's Joe Keenan and Caitlin Sullivan discuss L.L.Bean's decision to change its famously generous return policy, the implications it may have on the brand, and what it means for its competitors.

The 2017 holiday season was the strongest in nearly a decade for America’s retailers. From Thanksgiving through Christmas Eve, nearly three-fourths of the selling days showed positive year-over-year growth, with specialty apparel, jewelry and furniture racking up solid performances. This strong performance offers an opportunity for retailers to stay connected to their customers and continue the…

My seven-year-old son, Hendrix, has quite the green thumb. Last winter, we started preparing for our upcoming gardening season. Together, we researched what types of fruits and vegetables we wanted to plant, and we plotted it against our garden footprint. Hendrix was diligent in making sure each plant had everything it needed to be healthy…

Ask and you shall (usually) receive. According to research from Accenture, 35 percent of millennials and 40 percent of Gen Zs say they often or very often provide retailers with direct feedback when prompted. Make the most of this opportunity, especially with the younger part of your customer base, by gathering valuable insights whenever possible. The…

Technology has created an omnichannel world that's bringing together physical and digital shopping experiences and offering a proliferation of touchpoints that influence consumers’ brand opinions and buying behaviors. Marketers are scrambling with how to deal with this new reality, and often there's a lack of insight on how the paths to purchase are influencing sales…

Many major e-commerce players such as Amazon.com, Taobao, Tmall and JD.com have already gone global, and they’re erasing customer borders for other retailers. Now, merchants in countries like China can access consumers in the U.S. and vice versa. While reaching new customers worldwide has its benefits (Chinese customers account for about half of e-commerce purchases,…