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.

87% Of Contact Center Leaders Say Agents Are Highly Stressed

RR Five9 ImageIn the retail industry, excellent customer service can help build a loyal consumer base. And store associates, call center agents and other service reps are the backbone of a successful customer service strategy.

To ensure customer service success, retailers agree that they need to keep their agents engaged and empowered. Up to 85% of contact center leaders agree that agent loyalty is an important priority to their brand, according to a report from the International Customer Management Institute (ICMI) in partnership with Five9.


Rite Aid Introduces Wellness+ With Plenti Marketing Campaign

plenti-cardRite Aid has launched an integrated marketing campaign designed to promote its wellness+ with Plenti loyalty program. The new loyalty offering combines the Rite Aid wellness+ program with Plenti, a coalition loyalty program.

Advertising agency MARC USA created the campaign, which is designed to show how Rite Aid consumers can benefit from the collaboration. The Plenti rewards program, which is spearheaded by American Express, launched May 4 and allows consumers to earn and redeem points from AT&T, Direct Energy, Enterprise Rent-a-Car, ExxonMobil, Hulu, Macy's, Nationwide and Rite Aid.


Grotto Pizza Triples Loyalty Club Memberships With Paytronix

With successful loyalty programs in place, retailers and restaurants have the ability to boost engagement and sales, turning one-time buyers into loyal customers.

Grotto Pizza, a casual dining restaurant with 21 locations in Delaware, Maryland and Pennsylvania, has ramped up its loyalty efforts using the Paytronix Rewards Platform. Within a month of re-launching its Swirl Rewards Club program on Paytronix, overall membership tripled.


Digitally Empowered Brand Mavens Exert Purchasing Power

Shadow CASH CS001 SURV Brand Maven Mar 2015The future of retail may lie in the power of a shopper group called Brand Mavens: digitally engaged, brand-loyal consumers who are looking for the ability to use one source for completing payments, accessing loyalty points and redeeming coupons and promotional offers.

Brand Mavens — the ultimate brand advocates — currently comprise approximately 53% of the buying population in the U.S., according to a recent consumer survey conducted by Retail TouchPoints and CashStar, in conjunction with the Texas A&M Center For Retailing Studies.


Data Drive Your Decision-Making Based On What Your Customers Are 'Telling' You

VP site only TARGIT head shotAccording to the Harvard Business Review, big box stores like Walmart are honing their skills when it comes to customer loyalty, in part by creating rewards programs that both reflect and promote their brand promises. This comes as no surprise, as customer loyalty is a key element of success in the crowded and complex retail industry. However, many are beginning to confuse loyalty with promotions, loyalty cards and awards, undermining brand equity rather than building stronger ties with their customers.

Why The Focus On Customer Loyalty?


Building Brand Loyalty Through Emotional Connections

VP CrowdTwist head shotIt would be nice to think that people make all of their buying decisions based on considerations like price, quality, or convenience. Yet time and again, studies have shown that these qualities only moderately factor into consumer buying decisions. The truth, more often than not, is that people make these choices based primarily on their emotional response to a business, product, or service. In the consumer’s mind, the old adage holds that “feelings are facts.”

Whether brands are interacting with a potential customer for the first time or catering to a longtime buyer, it’s critical to fosterpositive emotional connections from the outset. This isn’t to say that quality, convenience, and value aren’t important, but in order to cement a loyal relationship over time, it is most important for companies to focus on building strong emotional bonds with their customers.


Toshiba Integrates With SAS To Strengthen Retail Loyalty

ToshibaSASToshiba Global Commerce Solutions has signed an agreement with SAS that enables the two companies to integrate retail promotions and loyalty systems with business analytics processes. The agreement is the first original equipment manufacturer (OEM) agreement for SAS.

Under the agreement, Toshiba can embed SAS advanced analytics products, such as SAS Visual Analytics and SAS Visual Statistics, into its loyalty management systems, allowing retailers to uncover insights that help them recognize and react to trends through real-time data visualization.


Adobe Marketing Cloud Integrates With Microsoft Dynamics CRM

AdobeAdobe and Microsoft have established a new partnership to integrate the Adobe Marketing Cloud with Microsoft Dynamics CRM. This move will help organizations integrate their sales and service interactions, as well as capture a comprehensive picture of customers, from initial engagement, to acquisition, retention and loyalty.  

“Helping our customers reinvent productivity and business processes is one of our top priorities,” said Kirill Tatarinov, EVP of Microsoft Business Solutions. “Partnering with Adobe enables us to deliver a comprehensive set of customer engagement processes to enterprise customers to help them be more productive and better engage with their customers.”  


The Fleurty Ginger Boutique Boosts Online Traffic By 23% With Mobile App

The Fleurty GingerThere are a variety of new tools and solutions available to help small and medium-sized businesses (SMBs) better keep pace with their larger counterparts. Rather than falling behind, SMBs can use these tools to provide compelling loyalty programs and mobile experiences that drive foot traffic, engagement and revenue.

The Fleurty Ginger Boutique, a Louisiana-based retailer, has been able to generate awareness and turn one-time shoppers into valuable clients by creating a mobile app powered by Como. Since rolling out the mobile app in November 2013, the retailer has increased online sales by 16% and online traffic by 23%.


Putting Your Customer First: The Connection Of Virtual And Physical Worlds

VP site only EngageCX head shotIt was one of the worst professional meetings ever.  While working as a senior executive at a major software company and discussing digital strategy for a client’s company, the client asked me a simple question: “What about my brick-and-mortar stores?” There was no answer to give.  There was nothing in the outlined strategy to address the brick-and-mortar side of his business.

His question got the wheels turning. Customers don’t make distinctions between the real and the virtual. The customer sees companies as single entities. They don’t care about whatever silos, divisions, or departments might get in the way. Customers expect a positive, uniform experience. They expect the company’s left hand to know what the right hand is doing. There needed to be a way to carry all of the information about the customer gleaned from the web over to the brick and mortar side, and vice versa, so the company could have a complete view of the customer’s journey with it. There needed to be a way to bridge the digital with the physical.


How ULTA Is Leveraging Technology To Connect With Customers

The success speaks for itself at ULTA Beauty: The company has grown 20% in the last year and has increased its store count to 774 (100 new stores per year for the past two years), according to Dave Kimbell, CMO. Kimbell and ULTA CIO Diane Randolph shared the company's success story during the Oracle Industry Connect event in Washington D.C., March 25-26.

"Our vision is to become the favorite beauty destination, most loved and admired by guests, associates, communities, partners and investors," Kimbell explained. "It's so critical that when our guests come in they feel like the experience with associates delivering the information, content and experiences on a one-on-one basis is positive."


60% Of Retailers Lack The Data To Successfully Personalize Campaigns

RR COLLOQUY image2As many as 60% of retailers admitted that they do not have reliable or sufficient data to ensure their targeting efforts are successful, according to a COLLOQUY report.

The report, titled: Ally In Aisles And Online, outlines the top challenges that retailers face in providing a seamless and secure experience to customers. These challenges include: Providing customers with relevant offers; delivering value without increasing costs; and converting sales through the checkout process.


What Retailers Can Learn From Amazon Prime’s Success

VP site only Clarus Marketing head shotSince its 2005 launch, Amazon Prime has helped Amazon substantially increase revenues and expand into a wide range of other offerings. Prime’s success, and the steps that went into achieving it, provide a template that can help you grow your own business.

When Prime debuted, its only benefit was free two-day shipping on Amazon purchases. This was a wise choice, if a little ahead of its time. Although online shopping was undoubtedly on the rise, retail e-Commerce sales in 2005 accounted for less than three percent of all U.S. retail sales.


Lettuce Entertain You Selects Paytronix To Run Rewards Programs

LEYELettuce Entertain You Enterprises (LEYE), an operator of 90 restaurants throughout the U.S., has moved its Frequent Diner Club loyalty program to the Paytronix Rewards platform. LEYE is transitioning from a card-based to a mobile-centric loyalty program, and looks to leverage the Paytonix mobile and data analytics capabilities.

Paytronix designed its platform to enable LEYE to monitor down to the guest-level, identify its most valuable customers, and reward and engage with them in a relevant way. 

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