Customer Retention

Why Customer Assumptions Are Ruining Your Customer Experience
January 4, 2018 at 8:53 am

You know what they say about making assumptions, right? Well it’s true in life and in customer support. For years, marketers and customer experience leaders have leaned on traditional assumptions of customer needs and preferences when identifying when and how to engage with consumers. The problem is that these types of assumptions oversimplify who the…

5 Trends for Improving Customers’ Post-Purchase Experiences
January 2, 2018 at 11:24 am

In this digital age, retailers are able to communicate with customers in a multitude of ways and a wide variety of places. As new opportunities arise, it becomes even more crucial for retailers to be strategic about which channels and tactics they decide to use. Companies need to consider where, when, why and how their…

How to Use Data to Power Up Your Customer Acquisition
December 28, 2017 at 12:47 pm

In this digital age, retailers are able to communicate with customers in a multitude of ways and a wide variety of places. As new opportunities arise, it becomes even more crucial for retailers to be strategic about which channels and tactics they decide to use. Companies need to consider where, when, why and how their […]

How to Take a Page From Sephora’s Subscription PLAY! Book
December 15, 2017 at 6:29 am

More and more brick-and-mortar retailers are jumping onto the subscription bandwagon. Take Sephora, for example. When the makeup retailer launched its subscription box, PLAY! by Sephora, customers felt like they were pushing “play” on a customized mix from someone who knew all their favorite songs. Each box includes five deluxe cosmetic products, from old favorites to…

Get in Sync With Customers to Capture Holiday Sales
December 14, 2017 at 1:35 pm

The holiday selling season is shaping up to be all about convenience and control for consumers. Successful retailers will deliver on this wish list by using the right strategies to capture holiday sales and win over consumers. Based on our work with many of the world’s most recognized brands, Alliance Data recently looked at how…

Avoiding the Gremlins in the Customer Journey This Holiday Season
December 13, 2017 at 10:33 am

Fans of the 80’s cult-classic movie "Gremlins" will remember that it takes place around the holidays, as the cute little mogwai “Gizmo” is given as a gift. However, the exotic mogwai comes with three important rules: Don’t expose the mogwai to light (or it will die), don’t get it wet, and definitely don’t feed it…

Retailers Missing Out on Aftermarket Revenue Opportunities
December 11, 2017 at 9:21 am

Retailers have mastered the art of curating a superior customer experience up to the point of purchase, but new research indicates they're missing the mark when it comes to delivering the superior aftermarket experience today’s customer expects and, as importantly, they're missing out on new revenue opportunities. Ikea's recent acquisition of TaskRabbit, a sharing economy…

Why Retention Rate is Your Most Important Metric
December 7, 2017 at 6:53 pm

Having a short adventure may seem fun at the beginning, but building a long-term relationship is far more rewarding.  Lighters can’t warm you for good. If you're short-sighted and don’t maintain the fire burning, you’ll end up freezing. In the game of retail, it’s exactly like romance. You start building relationships with people looking to…