CRM / Loyalty

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.

Want To Make Your Loyalty Program More Valuable? Give Customers The Power To Choose

Loyalty programs are more popular than ever before. From 2013 to 2015, the number of loyalty program memberships increased 26% – reaching 3.3 billion in the process. The $48 billion industry is worth more than the video game and movie industries combined. While such rapid growth may catch some by surprise, retailers are well aware of loyalty programs’ impact on a company’s bottom line. After all, it can be five times more cost-effective to retain an existing customer than to acquire a new one.

Coborn's, Foodtown Prioritize Personalization As Next Big Loyalty Driver

Many supermarket retailers are turning to personalization to bolster consumer engagement. Regional grocers Coborn’s and New Jersey-based Foodtown have selected the Birdzi platform to leverage personalization tactics both online and in brick-and-mortar locations. Minnesota-based Coborn’s launched the beta of its loyalty program on May 1. With the Birdzi solution, Coborn’s will deliver the loyalty program to guests via a mobile app, a dedicated web site and in-store beacon technology.

Membership Retail Flies High At Wingtip Featured

A lot of retailers are trying to figure out the best ways to blend selling products with meaningful experiences. San Francisco-based Wingtip may have found the secret sauce, by combining a high-end retail store with a members-only club. At its ground-floor store, Wingtip sells custom menswear, cigars, fine wine and liquor, and fly fishing equipment — all personally curated by Founder and CEO Ami Arad. Today, 12-year-old Wingtip is bringing in 50% of its revenue from retail sales and an equal percentage from its 6-year-old members-only club. Arad is committed to both sides of the business in order to sustain the business as a whole: "I have no interest in opening stand-alone stores or being in the club business," he told a group of press and analysts during the NetSuite Suiteworld conference today.

#RIC16 Spotlights Retail's Most Creative Disruptors Featured

The retail model that has held sway for the last 2,000 years — build a store, stock it with appealing products and wait for customers to come in — is broken, and Ken Hughes knows who broke it. The consumer and shopper behaviorist was the keynote speaker at the second annual Retail TouchPoints Retail Innovation Conference, held May 9-11 in New York City. Hughes identifies the "Blue Dot" consumer as the culprit behind today's industry upheaval. To make his point he spread out a paper road map and noted that in order to use one of these, an individual had to know where she was in relation to the wider world. But smartphone map apps now do this for us automatically, creating a "you are here" Blue Dot. "That consumer is not a small part of a big world; they are the world, and they are at its center," said…

Top Takeaways From #RIC16 Innovation Labs Featured

This year's Retail Innovation Conference, held May 10-11 at Apella in New York City, brought together 185 of the industry's most innovative retail executives, who shared uniquely valuable retail disruption and innovation trends. Also featured at #RIC16 were eight Innovation Labs, highly focused workshop sessions covering a wide range of current "pain points." Presentations were led by the industry's leading solution providers and their customers. Here are some key takeaways from these sessions: Boosts Email Conversions Up To 15% With Personalized Offers Featured

When a once-a-year purchase cycle is built into your name, as it is for, marketing’s task of retaining customers becomes extremely challenging. "People will buy a costume only once a year, so we need to 'win back' the customer every year," said Mark Bietz, CMO of online retailer, parent company of Bietz and his marketing team use a number of tools and tactics to stay in touch with's customers throughout the year, such as providing tips for throwing a great party and reminders about the costume they purchased the previous year. But it's a personalization solution from Qubit — which deployed beginning in September 2015 — that is having the most dramatic impact.

Engaging Customers Differently: From Tagline To Reality

The end goal for all retailers should be to achieve “customer intimacy,” according to Aptos CEO and Culture Leader Noel Goggin. During his keynote presentation at Aptos ENGAGE in Las Vegas May 2-5, 2016, Goggin showed how a series of retailers, including Payless ShoeSource, Plow & Hearthand rue 21 have embraced cloud, CRM and other technologies to improve customer relationships. With these examples, he encouraged retail attendees to “take that relationship with the customer and drive it to where you want to go.”

True Religion Adds Clienteling to Associate-Facing Apple Watch Experience Featured

It’s easy to get lost in the glitz and glamour of new technologies and engagement touch points. While the latest gadgets may look great on the surface, they may not be appropriate for a retailer’s brand image, business goals or even their target audience. With its associate-facing Apple Watch App, True Religion has somehow managed to have it all: Robust functionality, a powerful user interface and accessible back-end data to improve customer experiences. During Aptos’ inaugural ENGAGE user conference in Las Vegas, John Hazen, SVP of Direct to Consumer & Omnichannel for True Religion, took the stage to reveal the next phase of the brand’s Apple Watch experience: CRM and clienteling.

Kohl's Links Loyalty Rewards To Apple Pay

  • Published in News Briefs
Kohl's has integrated its private label credit card and loyalty program with a contactless, one-click payment option via Apple Pay. Currently live in 250 stores, the retailer expects to offer this functionality nationwide by the end of May 2016. When paying in stores, customers hold their iPhone 6 or iPhone SE near the contactless reader with a finger on Touch ID to pay and receive their Yes2You Rewards. On Apple Watch, shoppers double-click the side button and hold the face of the Apple Watch up to the reader. Kohl's first introduced the Apple Pay option in June 2015.

Thanx Packages Loyalty And Retention Tools In Branded Mobile App

Thanx has released its Branded App, designed to provide multi-location merchants with a complete suite of mobile and retention marketing tools. Retailers using the offering can work with Thanx developers to fully customize the app, to present their own brand experience to the consumer. Retailers can implement and tailor features such as ordering, customizable rewards and VIP treatment.

Dunnhumby Acquires Stake In Aptaris To Optimize Promotion Analytics

Customer science company dunnhumby has invested in Aptaris, an enterprise marketing and promotions management technology provider, just a few months after the two companies announced a strategic partnership agreement. With the partnership, dunnhumby can further extend its data analytics to retailers.

PetFlow Online Redesign Focuses On Relationship-Building With 'Pet Parents' Featured

PetFlow, a retailer of specialty pet food and supplies, has revamped its e-Commerce store as part of an overall push to build a loyal consumer base. The retailer's tough challenge involves creating an online destination that is not only equal to, but better than, the face-to-face relationships that customers can have when they shop at their local pet store or chain. To that end, the newly designed PetFlow site includes: A live chat option with personalized advice for pet owners; A Quick Food Finder that enables dog and cat owners to search for their preferred brand of food on the spot; and An introduction to the retailer's Good Deeds charitable initiative, which makes food donations to pets in need tied to customers' purchases.

Why Cash-Back Rewards Aren't Just For Credit Card Companies Anymore

Loyalty programs are gaining steam as retailers of all sizes look to attract new customers and build relationships over the long term. From the simple coffee shop stamp and earning points toward free travel, to cashing in a rebate check toward a new smartphone and earning cash back, loyalty programs are being credited for everything from strengthening brand awareness to driving sales. According to Loyalty 360, 83% of consumers participate in at least one loyalty program and 13% participate in more than five. And loyalty is becoming even more important with younger generations. Bond’s 2014 Loyalty Report notes that 68% of Millennials wouldn’t show allegiance to a brand that didn’t offer a strong loyalty program.
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