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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.

Youngland Kiddie Shops Taps Aptos Solution Suite To Drive Growth

aptosYoungland Kiddie Shops has implemented a variety of solutions from Aptos, formerly Epicor Retail, to support retail operations, improve customer engagement and streamline chainwide efficiencies.

The discount retailer — which operates 17 stores under the Kid City brand — implemented several Aptos solutions through the cloud, including: Store and Mobile Store (Point of Sale); CRM; Merchandising; WebIM (Inventory Management); and Sales Audit.

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The Top 15 Stories Of 2015 (So Far…)

topstoriesWe’re halfway through 2015 and Retail TouchPoints already has covered a plethora of new industry trends and best practices through our features, special reports, awards programs and proprietary surveys.

While the Apple Watch and Internet of Things (IoT) turned the heads of industry analysts and retail executives in a number of articles, the final top 15 list also includes a variety of topics that are relevant to all retail businesses, such as: Pricing, inventory management, customer service and loyalty programs.

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More Than 5.5M Shoppers Save With Fuel Rewards From Shell

fuelrewardsshellLoyalty programs play a significant role in retailers’ efforts to bring consumers into the store and keep them coming back. Today, traditional retailers are taking steps outside of their core industry to boost loyalty among consumers. One successful entry into this growing retail segment is the Fuel Rewards Program. Shell is the network’s redemption partner, with more than 12,000 U.S. gas stations participating in the program. Retail partners linked with the Fuel Rewards program have included J.C.Penney, Kmart, Macy’s and The Home Depot.

Launched in 2012, Fuel Rewards has acquired more than 5.5 million members in three years. Across all categories, 78% of Fuel Rewards members redeem their rewards within 20 days of earning them when shopping or dining.

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81% Of Unsatisfied Shoppers Don’t Tell Retailers About Their Poor Experiences

RR LoyaltyOne ImageThe majority (81%) of consumers who have had a poor shopping experience did not share feedback with retailers, according to LoyaltyOne and Verde Group research. Among these “silent” shoppers, 32% said they were unlikely to recommend these retailers to friends and family.

The shoppers who did notify retailers of their poor experiences and had their issues completely resolved were 84% less likely than silent shoppers to decrease their spend.

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BrandsMart Optimizes Field Service Operations With ServiceScheduling

Retailers that sell electronics can boost customer loyalty and satisfaction by offering additional services, such as item installation, maintenance and repairs. Because field technicians that provide these services rarely work in an office and are consistently on the road, their schedules need to align with not only their personal needs, but overall consumer demand.

BrandsMart USA, a consumer electronics and appliances retailer, has implemented the ServiceScheduling routing optimization tool from ServicePower to improve field service team productivity and cycle time, as well as save hardware, software and overhead costs.

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Only 32% Of Consumers Purchase From ETailers Twice In A Year

RR RJMetrics image2Within the first year, new e-Commerce customers spend approximately $154 with retailers. Most (69%) of this amount is spent within the first 30 days, according to research from RJMetrics. However, only 32% of consumers place a second order with retailers within that year.

Marketers need to respond by increasing focus on retaining customers and maximizing customer lifetime value (CLV). CLV is the sum of all purchases a customer makes in a given time period, with the report calling it “the most important metric for understanding your business.” In fact, the fastest-growing e-Commerce retailers acquire a CLV 79% higher than their peers after a full year.

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Keeping Up With The Times: Five Steps To A Personalized Retail Experience

VP site only Cayan head shotAs the lines between our virtual and physical worlds continue to blur, the brick-and-mortar retail experience is changing. And there’s a common trend among those retailers leading the way: A movement toward greater personalization.

But while in-store technology like beacons and interactive product displays is becoming more commonplace, large-scale adoption remains a work in progress, creating a less-than-ideal customer experience. A recent report from Google found that 79% of shoppers seek information essential to their purchasing decisions while in a retail store, but only two out of every three actually find the answers they need.

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Psssst: Your Loyalty Program Customers Aren’t More Loyal. Does It Matter?

VP ThoughtWorks head shot

The research proves it: Your loyalty program customers spend three times more. So they’re loyal, right? And the millions you spent building and maintaining that loyalty program is the reason they spend three times more, right?

At the local supermarket, Amanda uses one of her two grocery loyalty keychain tags that she’s had forever. In the past week, she also stocked up at Trader Joe’s (with the highest grocery sales per square foot, sans program). On her way home from work yesterday, Amanda picked up several items including the new lunch salads at Cumberland Farms, after pumping gas.

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Four Ways To Turn Every Customer Into A Brand Advocate

VP Stitch Labs head shotAs more small businesses enter such a saturated market, it becomes more and more of a challenge to stand out. Customers become inundated with options and can rarely tell what companies will provide the best bang for their buck. To compete, retailers must realize one thing: It’s all about the experience.

Brands that create a holistic, memorable and exceptional experience for customers know how valuable brand loyalty is. It encourages buyers to evangelize your product, allowing you to keep marketing dollars in your pocket.

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Best-In-Class Retailers Embrace Clienteling To Boost Engagement, Sales

The top goal for any retail business is to not only understand target customers, but also create differentiated marketing and service experiences. 

Preliminary results from a new survey executed by Yes Lifecycle Marketing spotlights how retailers across categories are using clienteling tactics to better connect with customers across channels. With pureplay eTailers dominating a larger share of the retail market, omnichannel retailers are using their stores to build relationships and stand out from the competition.

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87% Of Contact Center Leaders Say Agents Are Highly Stressed

RR Five9 ImageIn the retail industry, excellent customer service can help build a loyal consumer base. And store associates, call center agents and other service reps are the backbone of a successful customer service strategy.

To ensure customer service success, retailers agree that they need to keep their agents engaged and empowered. Up to 85% of contact center leaders agree that agent loyalty is an important priority to their brand, according to a report from the International Customer Management Institute (ICMI) in partnership with Five9.

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Rite Aid Introduces Wellness+ With Plenti Marketing Campaign

plenti-cardRite Aid has launched an integrated marketing campaign designed to promote its wellness+ with Plenti loyalty program. The new loyalty offering combines the Rite Aid wellness+ program with Plenti, a coalition loyalty program.

Advertising agency MARC USA created the campaign, which is designed to show how Rite Aid consumers can benefit from the collaboration. The Plenti rewards program, which is spearheaded by American Express, launched May 4 and allows consumers to earn and redeem points from AT&T, Direct Energy, Enterprise Rent-a-Car, ExxonMobil, Hulu, Macy's, Nationwide and Rite Aid.

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Grotto Pizza Triples Loyalty Club Memberships With Paytronix

With successful loyalty programs in place, retailers and restaurants have the ability to boost engagement and sales, turning one-time buyers into loyal customers.

Grotto Pizza, a casual dining restaurant with 21 locations in Delaware, Maryland and Pennsylvania, has ramped up its loyalty efforts using the Paytronix Rewards Platform. Within a month of re-launching its Swirl Rewards Club program on Paytronix, overall membership tripled.

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Digitally Empowered Brand Mavens Exert Purchasing Power

Shadow CASH CS001 SURV Brand Maven Mar 2015The future of retail may lie in the power of a shopper group called Brand Mavens: digitally engaged, brand-loyal consumers who are looking for the ability to use one source for completing payments, accessing loyalty points and redeeming coupons and promotional offers.

Brand Mavens — the ultimate brand advocates — currently comprise approximately 53% of the buying population in the U.S., according to a recent consumer survey conducted by Retail TouchPoints and CashStar, in conjunction with the Texas A&M Center For Retailing Studies.

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