
Customer Retention

Several companies are experimenting with new initiatives to improve customer loyalty, including Amazon.com paying customers to pick up purchases and retailers like Abercrombie & Fitch, Anthropologie, and Gap ramping up discounts. Others, like Jenni Kayne and Madison Reed, are leaning into membership programs — but are these efforts truly worthwhile? Companies often turn to business…
In episode 406 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Emily Teele, retail loyalty expert, Nike leader and KindWork board member. Listen in as Teele provides an overview of her role at Nike (0:42), what drew her to take on the international position (1:33), and how she's seen the loyalty space evolve throughout her…
Brand loyalty can be a fickle thing, especially when consumers feel the pressure of high prices and the frustration of out-of-stocks. When shopping online, these issues can come across as even more impersonal, further hindering brand loyalty. For example, after a long workday, there are perhaps fewer things more frustrating for a busy parent than…
Retailers of all sizes strive to acquire high-value customers who are loyal and willing to spend their money with the brand, especially in today’s climate. High-value customers are the integral component of any business. These types of consumers rely heavily on a store's products or services and regularly make large purchases time and time again.…
The retail industry is a marathon, not a sprint. While retailers and brands can’t risk falling behind their competitors in the short term, they also must plan for the long haul. To achieve this, investments must be made in areas that improve customer retention and conversion and reduce operational costs over the long term. However,…
In today’s competitive, increasingly omnichannel marketplace, retail leaders know great customer experiences (CX) are key to revenue growth, customer retention and long-term brand success. Investments in CX and building genuine customer relationships pay off by driving customer loyalty. In fact, Kroger shared that its loyal shoppers spend 10 times more than occasional shoppers. To see…
Consumers seek out brands that share their values, know them well, and provide the experiences they expect. Smart retailers leverage this knowledge to build customer relationships that endure. However, when it comes to relationship building with Gen Z — the cohort of consumers born between 1997 and 2012 — seasoned decision makers sometimes struggle to…
In a post-pandemic world, there's a real opportunity for brick-and-mortar businesses to leverage sensory modalities — especially visual, tactile and auditory — to create a unique experience for their brand. Many of the nation’s largest retailers are transforming their stores from places where consumers simply transact into multisensory experiences to increase brand affinity and loyalty. Music is…
The number of small business owners expecting better business conditions over the next six months fell by 8 percent, according to the National Federation of Independent Businesses’ December 2022 Small Business Optimism Index Report. This is likely due to the rising economic uncertainty small business owners face. You might even be one of these business…
From Sydney to San Francisco and everywhere in between, global shoppers are struggling to keep up with the increasing cost of living. Inflation is leading to rising costs for food, fuel and heating, leading to serious consequences for businesses and consumers alike. In the shadow of the current downturn, Mirakl aimed to understand how the…