Customer Retention

Traditional retailers are struggling. In the spring of 2016 alone, we saw Sports Authority declare bankruptcy, Aeropostale lose 93 percent of its share price before declaring insolvency, and sales at Kohl's drop. Even as recently as August 11, Macy’s announced it will close another 100 stores. There's little doubt that competition from online retailers has…

Traditional retailers are struggling. In the spring of 2016 alone, we saw Sports Authority declare bankruptcy, Aeropostale lose 93 percent of its share price before declaring insolvency, and sales at Kohl’s drop. Even as recently as August 11, Macy’s announced it will close another 100 stores. There’s little doubt that competition from online retailers has […]

With Amazon Prime Day, the second such self-created “shopping holiday,” over for another year, it’s a good time to turn our attention to another big sales opportunity for retailers: Black Friday. Over the years, Black Friday has gained the reputation of a major in-store and online shopping bonanza that every retailer has to participate in…

In the keynote session of Total Retail's Virtual Conference & Expo, Eoin Comerford, CEO of Moosejaw, the oudoor recreation apparel and gear retailer, discusses what the company is doing to generate brand loyalists, and how having fun fits into that equation. (You can register to access the entire conversation with Eoin as well as all…

With the holiday season fast approaching, it’s time to start thinking about your holiday strategy. A successful holiday shopping season doesn’t happen overnight. It takes time, planning and a strategy that allows you to deliver the same high-quality customer experiences that shoppers enjoy throughout the year. During November and December, many retailers enjoy a healthy…

In an age of instant access, customer loyalty is a rare commodity. The idea of consumers purchasing the same brand that their parents or grandparents did seems quaint in comparison to the seemingly infinite options presented to them today. So, how can retail marketers not only gain new customers, but maintain their loyalty? It comes…

A brand’s ability to optimize customer experiences based on data is a true differentiator in today’s competitive retail landscape.

In episode 46 of Total Retail Talks, Chuck Surack, founder and CEO of Sweetwater Sound, the nation's largest online music retailer, discusses how the brand has grown from humble beginnings to a leader in its space. Hint: treating its customers and employees the right way has a lot to do with it.

“I LOVE this shop,” my wife said when she came across a new dress shop in our local town. Love is a strong word, but that's exactly what retailers are trying to inspire in customers when they endeavor to build an emotional connection with them. The Harvard Business Review says that customers are emotionally connected…

In the rush to earn business in the e-commerce environment, it’s easy for retailers to get tunnel vision toward final purchase.