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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.

More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs

Consumers spend 37% more with brands when they are loyalty program members; 70% of members say they are more likely to recommend brands with good loyalty programs, and 77% say loyalty programs make them more likely to continue doing business with a brand. These are some of the findings from The Loyalty Report 2018, published by Bond Brand Loyalty, an annual report based on a survey of 50,000 consumers in North and South America and Europe.

Macy’s Opens Up Star Rewards To All Shoppers

On May 8, Macy’s opened its Star Rewards loyalty program to all shoppers, regardless of how they pay for purchases. Non-credit card holders can enroll for the new bronze level in stores, online at www.macys.com/StarRewards or through the Macy’s smartphone app. The bronze customers will gain access to benefits such…
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#RIC18: For Dunkin’ Brands, Data Identifies CX Pain Points

Paul Murray, Director of Digital Experience, Dunkin' Brands   Data can provide retailers with a lot of answers — but in some cases, its most useful function is identifying which questions the retailer needs to ask. Paul Murray, Director of Digital Experience at Dunkin’ Brands, shared several real-world examples of how the retailer used surveys, analysis and AI technology to figure out why the expected didn’t happen or the unexpected occurred. At the Retail Innovation Conference session titled Closing The CX Chasm, Murray was joined by ERDM Founder Ernan Roman. “Customers have unprecedented and unmet expectations about personalized value,” said Roman. “There’s a chasm between the customer experience (CX) fantasy that brands have versus reality.”

#RIC18: How TechStyle Optimizes Personalization With Continuous Testing

For most retailers, one-to-one personalization is a goal to work towards rather than an actual achievement — but TechStyle Fashion Group is an exception. The retailer, which includes the Fabletics, JustFab and ShoeDazzle brands, has succeeded in making personalization practical. At the 2018 Retail Innovation Conference, Traci Inglis, Brand President for JustFab and ShoeDazzle, shared some key statistics that chart TechStyle’s progress: • The retailer sends unique emails to each of its 2.5 million members;• The emails utilize dynamic one-to-one merchandising across thousands of styles, individualized based on the customer’s preferences, clicks and purchases;• Targeted subject lines highlight the customer’s first name and the email offer; and• TechStyle personalizes the web pages members see based on their fashion and style preferences as well as their location.

21 Innovative Solutions Showcased At #RIC18

At the 2018 Retail Innovation Conference, innovation wasn’t limited to the educational sessions. Sponsors showcased solutions for some of the retail industry’s most pressing concerns, including marketing personalization; mobile applications; making loyalty and referral marketing programs more effective; deepening connections between retail associates and shoppers; and the latest in design and digital signage. Following is a roundup of the sponsors’ offerings.

#RIC18: Unlocking The Secrets Of Gen Z Shoppers

Retailers are engaged in a “race for relevance” as they try to meet the needs not only of Millennials but the generations following them, Gen Z and Gen Alpha. According to Shopper Behaviouralist Ken Hughes, these current and future consumers are motivated by a set of values based on growing up as true digital natives. “For them, a [print] magazine is a broken iPad,” said Hughes, showing a video of an infant trying, in vain, to activate the pages of a print magazine. “In retail, one of our challenges is not to be a magazine.”

Whole Foods Halts Rewards Program; Will Amazon Prime Replace It?

  • Published in News Briefs
There’s been another step in the “Amazon-ification” of Whole Foods Markets. The retailer will end its 365 Rewards program and digital coupons by May 1. An email to members of the loyalty program indicates that it will soon be folded into the Amazon Prime program, according to MarketWatch. In February, Amazon…
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How Wearables Are Reshaping Customer Loyalty

Financial technology describes the evolving connection of financial services and technology, disrupting traditional financial services, including mobile payments, money transfers, loans, fundraising and more. From new financial services that, until recently, one could only get from banks or financial advisors, to innovative payment products (wearables), FinTech is transforming the customer journey and the way shoppers interact with brands.

Meet 2018 Goals By Making Payment Solutions Your Next Loyalty Campaign

Returning customers drive more than 22% of retailer revenue and spend 15% more than new customers on any given order, according to a study by StitchLabs. Given this obvious financial incentive, not to mention the high cost of attracting and activating new customers, investment in programs that drive loyalty and customer retention is essential. Today’s tech landscape and proliferation of e-Commerce offers more opportunity than ever for retailers of all sizes to leverage cost-effective retention strategies at one key element of their operations: the POS. “We believe customers are first and foremost loyal to the solutions that solve their problems and we are passionate about that,” said Patrick Gauthier, VP of Amazon Pay. “Today over 50% of Amazon Pay buyers are Amazon Prime customers, demonstrating the benefit of providing familiar, trusted payment methods wherever they shop.”

Teahouse Brews Up Growth With Streamlined Management And Loyalty Solution

The Teahouse, a chain of traditional Taiwanese cream teahouses in the Houston area, faced a problem familiar to many growing retailers. Keeping tabs on multiple locations that differed slightly from each other in menu setup, layout and prices was becoming an operational challenge. Additionally, Teahouse wanted a more organized way of managing its Teahouse Rewards loyalty program, which offers customers a free drink for every $40 they spend. The retailer, which currently operates 10 locations, deployed a POS and store management solution from Revel Systems in late 2015, and then added the Spendgo customer engagement solution in January 2017. The combination has provided Teahouse with multiple benefits, including:

Exclusive Q&A With KIDBOX CEO Miki Berardelli

At KIDBOX, Miki Berardelli has managed to combine innovative leadership, social consciousness, youth empowerment and fun into a successful children’s apparel shopping platform. In 2018, KIDBOX is embracing private label and will be introducing its own exclusive private brands. Learn Berardelli’s secrets to success in this exclusive Q&A. You can also hear from her at the upcoming Retail Innovation Conference, April 30-May 2, where she'll part of a panel discussing best practices for building a private brand in the digital era.  Retail TouchPoints (RTP): What are your proudest accomplishments at KIDBOX?

CCSeries Webinars: Perfecting Every Point Of Contact

Even as points of customer contact multiply, retailers are tasked with making the most of every interaction along the shopper journey. The 2018 Connected Consumer webinar series from Retail TouchPoints highlighted innovative solutions and strategies for maximizing each contact point with a retailers’ customer target groups. Following are brief recaps of the seven webinars in the #CCSeries, which are now available on-demand. 4 Email Marketing Strategies That Create Relevant Experiences Greg Zakowicz, Senior Commerce Marketing Analyst at Oracle + Bronto, kicked off the Connected Consumer series with the webinar, titled: Increased Expectations Means Better Email Marketing: Are You Prepared?
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