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Retail CRM provides insights from leading retailers and industry experts that help improve the customer experience at every touch point and across all channels. Some topics covered in CRM articles include customer loyalty, email marketing and promotion optimization. Subscribe to the feed and stay in touch with the latest retail happenings.
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Written by Gary Schwartz, President, Impact Mobile
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Tuesday, 21 February 2012 09:50 |
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 Shoppers natively are impulse consumers. They buy in what retailers call, “5 by 5” (five seconds by five feet). At home they may write out lengthy shopping lists and do hours of research on products, but in the store, 80% of their baskets are full of products bought on pure impulse.
The phone has become a shopping aid that can help shoppers be more effective impulse buyers. The retailer that manages to engage effectively with this new shopper will win. This is the industry challenge.
I have always said that the phone in the shopper’s pocket is more powerful than the computer that sent the first person to the moon. But yesterday I was doing some water cooler math with my IT director: We worked out th at the Apollo Guidance Computer had 2kb of memory, 32kb of read-only memory (storage), and a CPU with 1.024 MHz. The new Samsung Galaxy II S smartphone has 1GB of memory (1 048 576 kb), 32GB of storage (33 554 423 kb), and a CPU Dual-core 1.2 GHz (1200 MHz x 2).
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Written by Alicia Fiorletta
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Thursday, 01 September 2011 10:02 |
Part 2 of the Retail TouchPoints
Customer Loyalty Report (Read Part 1 →)
 Due to consumers’ growing interest in mobile and social media applications, retailers are opting to implement tactics within those channels to increase one-to-one communication, drive engagement and increase purchases online and in-store. Retailers such as Sephora and Moosejaw have developed marketing strategies designed to optimize customer loyalty via iPad, smartphone and networking web sites including Facebook and Twitter.
“We are going to continue to be fascinated with technology and new business models, whether it’s Groupon or a type of new start-up that comes along,” commented Rick Ferguson, VP of Knowledge Development for Groupe Aeroplan, Inc. “We are also going to be fascinated by geo-location and check-in technology, as well as using mobile devices to pay the bill.”
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Written by Alicia Fiorletta
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Thursday, 25 August 2011 12:04 |
Part 1 of the Retail TouchPoints Customer Loyalty Report
As shoppers devote more time to social media and mobile for interaction, shopping and information search, retailers must adopt new and innovative loyalty tactics that align with these new behaviors, but continue to garner the perks of traditional loyalty programs.
Punch cards, frequent buyer memberships, online points and email newsletters have allowed customers to stay in contact with their favorite brands online and in-store. Now, these loyalty programs can be promoted and maintained through mobile applications and social media. New programs also can be deployed via text message, geo-location app and social gaming. These tactics in particular have contributed to the fast-paced growth of mobile marketing, according to Nikki Baird, Managing Partner, Retail Systems Research (RSR).
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Written by Amanda F. Batista
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Friday, 05 August 2011 07:36 |
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Given the increased emphasis on customer-centric marketing, retailers are fine-tuning their strategies to reflect shopper preferences and provide more relevant and timely offers. Dillard’s, an apparel, cosmetics and home furnishings retailer, took a laser-focused approach to its email marketing by leveraging previous purchase data. The retailer made a conscious decision to avoid email messaging offers around free shipping, coupons or other incentives. Following the implementation of this new strategy, the retailer achieved a near 100% inbox placement across mobile and PC devices.
With revenues in excess of $6 billion annually, Little Rock, Arkansas-based Dillard’s operates 296 locations and 14 clearance centers across 29 U.S. states.
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Friday, 22 July 2011 11:37 |
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The surge of social deal sites has made significant headway in the retail marketplace, but the question still remains — do these types of promotions create shopper loyalty? In order to find the answer, retailers must implement strategies and processes that allow them to understand promotions from the shopper’s perspective and in turn ensure the effectiveness of targeted offers.
Cognizant Business Consulting, a provider of information technology and process outsourcing services, recently conducted research to understand shopper likes and dislikes regarding promotions, including where they look for them and what types of messaging are most effective.
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