Customer Retention

Wal-Mart is rolling out new cash-back rewards for its credit and prepaid cards. The retailer's cards — the Wal-Mart MasterCard, Wal-Mart credit card and prepaid MoneyCards — will now offer 3 percent back on purchases made on Walmart.com, 2 percent back on fuel purchases at Wal-Mart or Murphy USA gas stations, and 1 percent back on…

Total Retail Talks is Total Retail’s podcast channel, and it features interviews and insights with some of the leading minds in the retail industry. Please check out our podcast channel page for all episodes, show notes and additional information. Also, you can access Total Retail Talks episodes on iTunes and Stitcher. We hope you’ll join us! Jodie Fox, Co-Founder and Chief Creative Officer, Shoes…

If you’re looking to increase your e-commerce sales, you might have to do something that seems really counterintuitive: Institute an amazing returns policy that makes it super easy for customers to return what they purchase. “What?” I can hear you exclaim in disbelief. “How would letting people return what they purchase help us make more…

Getting customers is one thing; keeping them is something quite different. There was a time in the past when price was considered the only factor impacting consumers’ purchase decisions, but of course it's so much more complex than that. The many ways in which customers now interact with a brand online and offline make it…

Every retailer hopes to earn not just wallet share, but also the loyalty of its customers. A delighted and loyal customer will keep coming back, spend more money while there, and go one step further by recommending their favorite retailer to friends and family. Recently, Market Force Information announced the results of its annual fashion…

As the demand for personalized connections grows among consumers, so does the need for retailers and brands to build experiential marketing programs to engage with their audiences. Well-executed experiential events are effective because they evoke emotions, stimulate senses, and help build relationships between retailers and consumers. Below you'll find some ideas to help build a…

If your goal is to satisfy your customers, you’re aiming too low. Instead, aim to overdeliver on your promises. In fact, a good customer service policy should be to bend-over-backwards, with features and benefits that continually surprise and delight your customers. Overdelivering is a strategy fast-fashion jewelry brand BaubleBar stresses in every aspect of its…

Today's consumer is a digitally savvy shopper who expects to find and receive the products they want, when they want them. Armed with a slew of online resources that, thanks to mobile devices, can be accessed from anywhere, consumers have created a technological evolution that's changing the omnichannel retail world as we know it. As…

There's not one defined path for increasing customer engagement. This makes perfect sense — a manufacturing company and a financial services firm don’t operate from the same playbook. Your businesses has to determine the most important factors or “key drivers” that speak to your customer experience. Key drivers pinpoint the behaviors that support customer engagement…

Zeroing in on holiday shopping tendencies is a powerful tool for retailers as they consider their seasonal strategies. In order to inform the strategic budget division between acquisition and retention, the Optimove data lab crunched behavioral and spending patterns from a database of over 200 million holiday retail transactions, made over a period of three…