Customer Retention

It’s all very well waxing lyrical about Sears, Macy’s and J.C. Penney, but let’s be honest, they’ve let things slide. Having fallen behind the times, they no longer relate to today's consumers. In the last decade, Sears has closed 22 percent of its stores. We’re witnessing the death of the mall because traditional retailers failed…

Smart brands are looking for new ways to beat their competition and succeed in this changing retail industry. Williams-Sonoma, Inc. (WSI) is leveraging its best competitive advantage — its network of stores — to give customers an enhanced shopping experience across its portfolio of brands (Williams-Sonoma, Pottery Barn, and West Elm). Williams-Sonoma, Inc. recently introduced…

In episode 106 of Total Retail Talks, recorded at the Total Retail Talks Live! event in New York City, Neda Navab, head of customer experience and innovation for Enjoy, an online technology shopping service that offers free home delivery and expert setup, talks about using customer service to enhance physical retail locations.

As competition across the e-commerce landscape continues to heat up, retailers must quickly adapt to the fluid nature of customer expectations. Research from Monetate revealed that more than 83 percent of customers expect brands to deliver a personalized experience. Retailers that fail to do just that run the risk of alienating a significant portion of…

For the third year in a row,  outdoor outfitter L.L. Bean has been named customer service champion over Amazon.com in Prosper Insights & Analytics’ annual review of service excellence among retailers. The list was developed from write-in votes from more than 6,500 U.S. adults in September 2016, and was weighted by each retailer’s size in annual…

In episode 104 of Total Retail Talks, recorded at the Total Retail Talks Live! event in Seattle, Peter Francis, vice president of digital growth and acquisition for T-Mobile, discusses the role brick-and-mortar stores will play in the company's future. Francis addresses how T-Mobile views omnichannel retail, and what the company is doing to execute on…

Consumers may be focused on back-to-school shopping right now, but retailers are already looking ahead and planning for the busy holiday shopping season. Big-box retailers like Wal-Mart and Target might be the first to come to mind when consumers think “holiday shopping” or Black Friday, but small businesses are continuing to position themselves to better…

A new research report titled "Customer Experience Management Benchmark (CXMB) Industry Insights: Retail" was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. Topics included comparisons between online, in-store and mobile shoppers in the United States, and consumer opinion toward the retail customer experience. The report is intended…

Data analytics has proven to be an important way for retailers to glean insights into the patterns, preferences and behaviors of customers. However, getting the right customer data remains a challenge. Consumers can be hesitant to share personal information, especially when the benefits of doing so aren’t clear. They're willing to make an exchange though…

The proliferation of tools available to help marketers with core aspects of their jobs has gotten almost overwhelming. At the end of 2016, there were more than 3,500 marketing technology tools available. As that number continues to grow, the process of choosing which technologies to utilize will become increasingly difficult. A quality customer acquisition platform…