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.

No-Cost Incentive Program Helps Retailers Reach New Customers With “Prewards”

With zero up-front costs to advertisers, the edo Interactive Marketing Platform allows businesses to target specific consumer groups with incentives called “Prewards” that are loaded on to a facecard prepaid MasterCard. The advertisers pay only when the incentive is redeemed, so the return on investment is a built-in guarantee.

Recovery ‘09: Retail Rebound To Take Shape Around Customer Segmentation

Sometime shortly after December 25 when the whirlwind of 2008 is in the books, retailers will need to face the reality of recovery. They will need new strategies for the aftermath of promotions, profit shortfalls and sheer change that the past year has wrought. Many experts are pointing toward customer segmentation as the best way forward.

Gift Cards Remain #1 Choice Among Consumers Despite Economy, Retail Bankruptcies

Although a number of retailers have filed for bankruptcy this year, and at least one stopped honoring gift cards in the process, consumers still say gift cards are their number one gift choice for the 2008-09 holiday season, according to the National Retail Federation’s 2008 Holiday Consumer Intentions and Actions Survey conducted by BIGresearch. In fact, more consumers say they would like to receive gift cards this year: 54.9% compared to 53.8% last year.

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 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.
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