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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.

Leading Retailers Step Up Investments In Customer Data, Analytics Tools

Despite the economic uncertainty, retailers large and small are still investing in analytics applications which enable them to access customer shopping history and preferences. At this week’s Teradata users group conference in Las Vegas, retailers from a variety of vertical industries and a wide range of size announced new plans to deploy data warehousing and intelligence platforms to support applications such as market basket, affinity and merchandising-related analysis.

New Study Points to Sales Opportunities Within Emerging Demographic Groups

In tough economic times, everyone wants a good deal, particularly in the U.S. In a recent survey, GfK Custom Research found that 76% of Americans strongly/somewhat agree that “I feel really satisfied with myself, even excited, when I get a really good deal.” That number is 10 points higher than the total number globally for other countries. The GfK August 2008 report includes input from more than 1,000 U.S. shoppers over age 18 and more than 500 Hispanic consumers to determine the best ways to reach specific populations.

JCPenney Offers New Rewards Program

JCPenney customers can now earn reward points and receive special members-only benefits in-store, online, or via catalog, each month via the JCP Rewards program. JCP Rewards members automatically receive points from purchases on any one of three personal or credit debit cards registered online for the program, eliminating the need for an additional loyalty card.JCP Rewards members can earn one point for every dollar spent on JCPenney regular or sale-priced items, and points are doubled for customers who shopped at JCPenney the previous month. Customers can register up to three personal credit or debit cards via www.jcprewards.com. Consumers who also register their JCPenney credit cards will receive additional JCP Rewards points.

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.
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