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Research: How Retailers Need to Engage Customers in the Digital Age

Study Finds That Service Drives The Future Retail Experience, But Retailers Struggle To Understand Shopper Needs RetailNext Inc.’s recent study shows that shopper and retailer perceptions and expectations are not aligned, and that many retail stores lack the essential technology to measure and apply shopper data across all channels. Forrester Consulting completed the January 2016 Read more…

Engaging Millennials in an Omni-Channel World

Thrive by Meeting Mobile Shoppers’ Needs The focus of most retailers in business today, when they first opened shop, was squarely on baby boomers and Gen Xers. The consuming landscape has changed in fundamental ways as the newer generations have become mature, active consumers. Growing up with powerful mobile technology Millennials’ expectations and patterns of Read more…

Big Data Was All The Rage. What’s Next?

Now that marketers have so much more data, they want to use the data to become more customer centric. Fifty-three percent of marketers surveyed stated a need to be more customer centric and 9 in 10 say individualized marketing is a priority. See the 2015 Global Data-Driven Marketing Survey conducted by Teradata for additional information. Read more…

Omnichannel Retailing: The Opportunity for Retailers

Target continues to builds its omnichannel business. EVP merchandising and supply chain Kathryn Tesija said that Cartwheel — an app the company began piloting in May and launched in June, which allows customers to use mobile phones to find and share deals on Facebook and search for deals while shopping in the stores — already Read more…

Retailers Primarily Use Mobile to Drive Loyalty, NOT Sales

[Source: Mobile Commerce Daily] A recent survey of 100 retailers by EPiServer found that 46 percent of those with a mobile strategy in place and 74 percent of those planning to launch one soon say they are using mobile primarily to increase customer loyalty or provide a more personalized experience for customers. Only 8 percent Read more…

Reinventing the Customer Experience: Disney Builds Loyalty with RFID

Could the customer experience at Disney’s parks be any more magical? Disney is certainly trying with a collection of new services dubbed MyMagic+. Costing an estimated $1 billion the services revolve around RFID wristbands Disney is referring to as MagicBands. These rubber bracelets will be encoded with credit card information allowing users to make purchases Read more…

Customer-Centricity: Beyond the Theory

The customer-centric theory may, at first blush, seem a backwards approach to profitability. The focus is not on the customer’s wallet, but the customer himself. Customer-centricity entails a company understanding individual customer needs and improving the customer experience thereby creating sustainable and profitable customer relationships impermeable by competitors. Many companies claim to be customer-centric, but Read more…

When Loyalty Programs Go Wrong

No-So-Rewarding Rewards Have you checked your rewards lately to see how well they fare in today’s cost versus value department? It could be that while they might have made sense 10 or 15 years ago, they don’t hold water in today’s economy or with customers’ changing perception of value. Take an airlines frequent flier program Read more…

Pinterest Shines in Consumer Engagement with Retailers

If customer loyalty has a direct correlation to customer engagement (and many a loyalty expert thinks so), then Pinterest may be emerging as a powerful new tool for retailers in their quest to engage, keep and grow their best customers. According to the 2012 Social and Mobile Commerce Study, a joint research project by Shop.org, Read more…

Hertz Goes Global With Gold Plus Rewards Program

Hertz, the world’s largest general use airport car rental brand, has expanded Hertz Gold Plus Rewards, the company’s customer loyalty program, into three additional global markets. Now Hertz Gold Plus Rewards participants can earn and redeem their points for rentals in Australia, New Zealand and Brazil. Gold Plus Rewards provides customers with a wide range Read more…