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.

Architecting A Converged Commerce Platform

Today’s connected consumer is accustomed to the advantages of leveraging both online and offline channels for an effortless, economical shopping experience. While multiple points of service have historically been the standard — retailers are looking at a uniform platform, ensuring consistent presence across touch points. This article studies the rationale behind the move, and the benefits that could accrue to the enterprise from it. In a recent digital report1, optimizing customer experience has been highlighted as an area promising ‘the most exciting opportunity’ for 2016. More than half of the retail respondents see customer service and experience as the primary driver of competitive differentiation over the next five years.

Inaugural National Merchant Day To Honor Payments And Loyalty Innovation

  • Published in News Briefs
Mark your calendars: September 13, 2016 will be more than an ordinary Tuesday. It also will be the first National Merchant Day, designed to celebrate retailer innovations in payments, loyalty and customer engagement. Sponsor will hold a full-day conference in New York City that day, bringing together retailers and solutions providers to discuss their latest technologies.

CMO Conversation: Moosejaw's Dan Pingree Featured

Freely admitting a tendency toward "dumb" content and marketing, Moosejaw is an entertaining outdoor retailer that doesn't ever take itself too seriously. Case in point, the example below: part of an image from a product page on the site. Recently, I had a chance to chat with Moosejaw's Vice President of Marketing, Dan Pingree, to find out what makes him and Moosejaw tick: Retail TouchPoints (RTP): How do you define your role as the head of marketing at Moosejaw? Dan Pingree: I have been here four years and my role overseeing the marketing team covers every part of the customer acquisition and retention journey. It's quite a broad role at Moosejaw compared to other places I've worked. We have data analytics, email marketing, SEO and SEM within our team, consistent with other companies. But we also manage creative — graphic designers, etc. One of the things that allows us…

Why Retailers Are Upgrading Their Retail Management And POS Systems

Generally speaking, retailers have three primary objectives in mind when it comes to new technology deployment. The first is to streamline business operations with the goal of increasing management and staff productivity and overall efficiency across the organization, leading to greater cost savings. The second is to drive revenue growth, which is accomplished through improved marketing and sales effectiveness. The third objective is to enhance the customer experience, which should improve customer satisfaction, loyalty and brand advocacy — and, ultimately, of course, increase revenue and profitability.

Top CRM Questions Asked By Marketers For Marketers Featured

Last week I attended the annual Customer Relationship Management Conference (CRMC) in Chicago. With approximately 700 retailers, solution providers and other industry experts in attendance, 2016 was the largest CRMC event to date. Not surprisingly, much of the content at CRMC focuses on loyalty programs, customer analytics and overall CRM. I've found that some of the most compelling content during events comes out of the Q&A portion of the sessions. Following are some key insights from GameStop, Dunkin' Brands, Aveda, Etsy and more as they address questions asked by their fellow marketers.

MCX Pulls The Plug On CurrentC Payments App

Despite its initial backing by retail powerhouses including Walmart, Target and Best Buy, the CurrentC mobile payments platform has run out of juice. A beta test in Columbus, Ohio will end on June 28. Launched by the Merchant Customer Exchange (MCX) in 2014 amid high hopes of providing an alternative to the major credit card companies, the CurrentC app never gained traction with consumers. In fact, the app hardly had a chance to test the market. One problem was that the various MCX members slowed development by seeking to load the app with multiple features, such as retailer-specific loyalty programs, according to Fortune.

Unified Commerce Platform: Common Goal, Uncommon Reality Featured

While retailers are embracing the concept of unified commerce, with three out of four planning to have a single commerce platform within three years, the majority of organizations have yet to fully commit to this technology in 2016. Only 23% of North American retailers have implemented a unified commerce platform, according to Boston Retail Partners (BRP).

5 Steps To Secure Customer Loyalty Today

Thanks to powerful mobile devices, the whole world is a consumer’s marketplace. It's easy to compare features and prices, read reviews and buy online or at the point-of-sale. This ready access to information can tempt consumers to feel less loyal towards their favorite brands, but retailers have more power to stem this tide than they may realize. That ability is in the experience they give their customers throughout their interactions. That’s why email remains one of the most effective marketing tools for engaging with your fickle customers — when done right. However, it can’t be solved with yesterday’s “batch and blast” approach to bulk email marketing. It simply doesn't work anymore, in no small part because of the poor experience it presents to a customer. Instead, a retailer must be ready to engage on a one-on-one basis with each of its customers at the moment they're ready to buy. 

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:
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