Why Word-of-Mouth, not Points, is the New Loyalty Currency for Retail
As consumers, we’ve been told for years that to be considered ‘loyal,’ we must collect and redeem points…
Executive Viewpoints December 3
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Cracking the Code of Customer Loyalty in 2024 Means Prioritizing Customer Lifetime Value Over Speed
There are two types of customers: those who buy and those who keep coming back. Success in ecommerce,…
Executive Viewpoints July 12
Why NPS Falls Short in Ecommerce, and the Case for Earned Growth Ratio as a Better Metric
Customer satisfaction and loyalty are paramount in today’s competitive ecommerce landscape, since customers have countless brands, retailers and…
Executive Viewpoints April 16
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The Store Manager Bottleneck: Why Execution Is Retail’s Hidden Margin Killer
In today’s retail environment, store managers are no longer “just” operators. They are culture carriers, translators of strategy, problem solvers, and the primary architects of the customer experience. Every corporate…
June 1
Forrester Report: 6 Steps for B2C Marketers Seeking Wins in 2023
Two types of technological change are causing the proverbial sleepless nights for business-to-consumer (B2C) marketers: updating data strategies…
Features September 8
3 Not-So-Obvious Ways Online Retailers Can Boost CLV
Customer lifetime value, or CLV, is an important metric for any online business because it covers how much…
Executive Viewpoints November 26
The Case For An Updated Focus On Customer Lifetime Value
Today’s marketers have lots of tools for measuring individuals’ Customer Lifetime Value (CLV). Companies like Adobe and Salesforce,…
Editor's Perspective October 26Top Stories
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