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.

Track Customer Feedback And Improve Innovation To Increase Loyalty and Satisfaction

Best-in-class companies increased customer satisfaction by 26 percent and customer retention by 26 percent in 12 months, as reported by Aberdeen Research in a recent study titled Customer Feedback Management: Mind if I Ask You a Few Questions? To complete this study, Aberdeen surveyed more than 300 organizations in a diverse set of industries between April and June 2008.With the advent and growing use of social networking and the Internet, today’s customer feedback looks a lot different than it did 10 years ago. Customer feedback can come from numerous sources including blogs, ratings and review websites and peer-to-peer networks, to name a few.

Infosys Bows ShoppingTrip360 To Trace In-Store Behavior Patterns

It might be the long sought solution for click tracking in stores. Or it might be another customer tracking technology that takes a long time for retailers to understand and adopt. Whatever it turns out to be there are certainly some dramatic possibilities in Infosys new ShoppingTrip360 technology.

New Study Shows Retail Loyalty Programs Lag In Customer Metrics; Progress In Multichannel Approach

Retail loyalty programs are quickly separating into the haves and the have-nots.That’s the upshot from a recent report from Retail TouchPoints and The Aberdeen Group, titled “Responsive Customer Loyalty: Creating Customer Commitment in Retail.” Among the many positive revelations gleaned from the June survey of retailers is the sophistication and diverse multichannel approach best-in-class companies are bringing to loyalty programs.

FMI Report: Consumers Making Fewer Trips, Grocers Push Loyalty

Shopping trips are down 1.9 trips per week as a result of economic pressures and higher fuel prices, according to The Food Marketing Institute in its recently released Food Retail Technology Benchmarks 2008 report. To combat the lower consumer confidence, retailers are working to entice consumers with loyalty programs, special discounts and promotions such as gas savings cards.

Customer Focus, Multi-Channel Connections Top List of POS Initiatives in Aberdeen Report

It’s no longer enough to improve store productivity and decrease the cost of operations with a new POS system. Today’s smartest retailers are also focusing on increasing customer satisfaction and revenue growth, as they implement new POS systems, according to the February 2008 Aberdeen report titled Migrating to Customer-Centric Point of Service.

Kroger Partners With AOL To Tap Paperless Coupons Into Loyalty Program

Kroger is targeting today’s Internet-savvy consumers with a new paperless coupon program from AOL. The second-largest supermarket retailer in the U.S. (behind Wal-Mart, according to Supermarket News) is offering its customers an online service that loads coupons onto registered users’ loyalty cards. Customers can then redeem those coupons at checkout in the store. Shortcuts, is a new AOL service, free to consumers.

Customer Satisfaction Index Spotlights Growing Favor Of Online Over Stores

The customer satisfaction gap between online retailing and brick and mortar continues to widen. According to the latest results from the American Customer Satisfaction Index (ACSI), released jointly by the University of Michigan and Foresee Results, satisfaction with the online retail channel increased 2.5 points versus last year’s study, reaching 83 out of a possible 100.
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