Customer Retention

While many point to the pandemic as the catalyst responsible for changing today’s retail customers, in reality, the “retail customer” has been evolving for some time. Over the past several decades, consumers’ lives have grown busier and more complex as they are being offered more choices spanning retail and digital, and shoppers have come to…

The good news for consumer brands this holiday shopping season? Economic concerns aren’t expected to slow down shoppers’ appetite for deals. According to the 2022 Deloitte Holiday Retail Survey, 74 percent of consumers say they’ll spend the same on the holidays as they did last year. The bad news? Holiday customers are among the lowest…

How do you keep your online customers coming back after the initial appeal? While retailers hook new e-commerce customers with product-market fit, flashy advertising, and spot-on messaging, more than half of shoppers buy from the retailer again if they experience first-rate customer support. How can you provide this competitor-differentiating customer care? Here are our best…

Retail escapism — immersive experiences that blend the best elements of shopping, entertainment, education and socialization — is giving retail therapy a major upgrade. With inflation on the rise, consumers are likely to spend less this season and discounters may command a greater share of sales than usual. However, retailers that elevate the shopping experience…

Flexibility, hyperpersonalization, and convenience are the retail buzzwords on everyone’s lips. In just five months, e-grocery experienced five years of growth, and there’s no going back. Grocery leaders expect the e-commerce market to more than double in the next five years, with delivery options increasingly favored by expectant consumers. Yet many grocers don’t believe they…

The best way to build strong relationships with customers is to enable highly engaging, simple to execute experiences that enhance the customer journey. By doing so, retailers are accruing the most valuable currency possible with their customers — loyalty. A wide variety of retailers are turning to digital commerce to enable connected experiences, provide more…

Savvy retailers know that fostering deeper customer relationships is the key to sustainable, long-term business success. To build these relationships, brands need to take a comprehensive, thoughtful approach to creating their customer engagement strategy. It’s the art and science of growing brand loyalty by providing the best in user experience across all relevant channels. Customer…

Digital interactions are increasing year after year, and a company's ability to interact with customers quickly, and in a way that satisfies their needs, will make or break the brand experience. To deliver VIP e-commerce experiences at scale — especially during the busy Black Friday/Cyber Monday season — brands need a customer experience strategy driven…

Today’s consumers have revolted against the marketplace status quo. They’re now in charge, and retailers must recognize and embrace this fact in order to survive in the new “metail” economy. Joel Bines, managing director at AlixPartners and author of the best-selling book, “The Metail Economy,” shared insight into consumer behavior trends last month, including how retailers…

The most frequent conversation businesses have when it comes to revenue growth surrounds the tactics and strategies for attracting new customers, optimizing the shopping experience, and expanding reach. These are all effective and important factors to consider when it comes to revenue growth, however, they aren’t the only or necessarily most effective ways to achieve…