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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.

#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?

Shoptalk 2018 Secures Its Spot As A Must-Attend Retail Event

The impressive marketing and branding efforts have catapulted Shoptalk to the top of the events-on-your-radar list for retailers and brands, but the 2018 speaker lineup and massive 1:1 meeting setup has cemented the conference as one of the top “big” retail events-to-attend. As press attendees, it honestly was difficult to decide which sessions to cover and which meetings to schedule. Here’s a wrap-up of our key takeaways, in addition to the Quick Quotes article we shared last week:

JOANN Crafts New Program For Customers Who ‘Think Big’

JOANN, the craft and fabric chain with more than 865 stores in 49 states and an e-Commerce business, has launched a multifaceted program called JOANN+ for high-volume customers, including businesses, nonprofit and community organizations, and entrepreneurs. The tagline for the program is “Think Big.” Components of the no-fee program include:…
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CRM, Redefined: Transitioning From Traditional Segments To Shopper Missions

The explosion of interaction and commerce touch points has transformed shopping from a linear, transactional process into a topsy-turvy journey. Consumers have completely taken over. They shop at their discretion, hopping between store, search, mobile and social networks according to both need and whim. They have more power over the journey than ever before and they demand full control of their shopping experiences. They dictate when, where and how they engage with brands, and now they have raised the bar even further, requiring customized, omnichannel journeys that are tailored to their wants, needs and preferences.  Because every consumer is unique and every journey different, it has become extremely difficult for retailers to truly understand their customers and the experiences they seek. This disconnect leaves many retailers struggling to refine and reinvent their experiences so they remain relevant in consumers’ lives.

A New Approach To Brand Loyalty: How To Stand Out In The Experience Age

In this age of empowered, always-on consumers, loyalty is the ultimate signifier of a customer’s relationship with a brand and is a testament to a winning customer experience. In turn, real loyaltytranslates into the customer becoming a valuable advocate for the brand. But what is “real loyalty” and how can a brand tailor programming to catalyze it? Following our extensive proprietary research, we explored the context behind why and how the approach to loyalty is shifting, analyzing brands on the forefront of loyalty programs that garner results and distilling our findings into actionable suggestions for brands to incorporate into their own strategies.

Adore Me Boosts Active Customers 2.3X With Multi-Point Customer Segmentation

Like many new retailers, online lingerie seller Adore Me initially devoted a significant amount of resources to customer acquisition. The strategy worked: within six years of its founding, the members-only site, which offers new collections of merchandise every month, had grown to $100 million in annual revenue. However, “at some point we realized that our revenue had shifted from new customers to our existing customers,” said Josselin Petit-Hoang, CRM Marketing Manager at Adore Me. But maximizing engagement and sales from those customers was going to be a challenge, because “our communications with these existing customers were very basic,” said Petit-Hoang in an interview with Retail TouchPoints. “We were only using email, and we were essentially sending the same message to all of them. But not all customers are equal: Some are very engaged; they buy a new set of lingerie every month. Others come to the site twice a year, buying one set for the spring and another for the fall.”
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