Customer Retention

You may think of big data, content marketing, mobile or social as being the future of marketing, but it’s the combination of all four that helps retailers make great experiences for customers. In essence, customer experience is the now and future king of marketing in the retail industry — the connection between a positive worker…

“We’re like poker buddies,” says Richard Buonomo about Mario Mirabella, his personal shopper at Brooks Brothers as he searches the shop for the right ‘brownish button.’ “He is very picky and fussy,” says Mario, a second generation master tailor at the flagship store in New York. “But we make everything perfect. That’s what a personal shopper…

Retail is intensely competitive. You either need to go really big or find a niche where your service, quality, convenience or personal touch are more appealing to some people than going to Amazon.com, Wal-Mart, Home Depot or some other take-your-pick competitor with crushing economies of scale. However, there’s a new problem with this. In their…

Seventy-five percent of U.S. companies with loyalty programs generate a return on that investment. With so much success on the line, it’s surprising how many retailers still outsource loyalty programs, either directly or indirectly, to third-party vendors through cash-back partnerships. Third-party loyalty partners are attractive to small and midsized retailers as they don’t require in-house technology or labor…

No green thumb? No need to worry, said Kmart, announcing a new lifetime guarantee on certain plants sold at its lawn and garden centers. Customers who buy a tree, shrub or perennial with a "Plants for Life, Guaranteed" tag can, upon the plant's untimely passing, receive a replacement or store credit if they return the "Guaranteed…

In today’s rapidly evolving digital world, often referred to as the “Age of Amazon,” it's become increasingly important for companies to envision and implement comprehensive commerce strategies to better connect with consumers in a meaningful way. However, only a quarter of executives at major enterprises believe their organizations are on the right track in this…

In today’s digital economy, innovators are quickly entering and creating new markets. Companies like Birchbox, RocksBox and Dollar Shave Club have changed the way consumers shop by using a subscription-based model. This approach enables brands to gain critical customer data that can be used to retain customers in an evolving and competitive market while boosting…

At the start of 2016, Wal-Mart, the world’s largest company by revenue, announced that it would close 269 locations around the world. Macy’s also plans to close 40 stores this year. In part, industry analysts blame closures like these on what they see as a larger retail shift toward online shopping. And with the growing…

J.Crew is getting personal to fix its problems. CEO Mickey Drexler sent out an email to all customers on the company's mailing list, Racked reports, with a very specific request: to email him directly. His email address, Racked notes, is msd@jcrew.com. Drexler reportedly revealed this information because he wants to hear customers' thoughts on how the retailer's…

Increased attention to customer engagement and satisfaction is an important way to help a company’s growth and increase its bottom line. Providing a safe, comfortable setting for employees to work in can help accomplish both tasks.