Content about Customer engagement

September 16, 2014

Technology and the proliferation of communications channels have significantly altered the way brands and retailers approach customer engagement. What was a “nice-to-have” strategy of coordinating messages across shopping channels only three years ago is now a “sink-or-swim” requirement for merchants.

By Graeme Grant, president & COO, CQuotient

Technology and the proliferation of communications channels have significantly altered the way brands and retailers approach customer engagement. What was a “nice-to-have” strategy of coordinating messages across shopping channels only three years ago is now a “sink-or-swim” requirement for merchants. Consumers engage across every touch-point and demand that retailers have an omnichannel communication approach to complement their always-connected behaviors.

July 30, 2014

In the early days of e-commerce, internet shopping was supposed to spell the demise of the physical store. Pure play online retailers would sweep all before them, rendering the retail store a historical curiosity.

By Dave Richards, Accenture

July 21, 2014

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers.

By Ben Pivar, Senior VP, Retail Leader, North America, Capgemini

Showrooming may not be as concerning as many traditional retailers once thought. In fact, retailers who embrace clienteling and other strategies can leverage showrooming as an element of the overall all-channel experience for their customers. Through the use of new technologies as well as in-store and online strategies, many of those retailers who have tested clienteling have experienced a lift in customer conversion.

June 24, 2014

Athletic footwear retailer The Finish Line offers a highly seasonal assortment. When spring products started coming in from the company’s brand partners in January 2014, the chain decided to build upon its ongoing omnichannel strategy to create an experience to help boost spring customer traffic and sales.

June 9, 2014

Three in four (75%) retailers can or intend to identify customers when they walk in the store, including 3% who already do so and 72% who are planning to do so within five years. According to the new 2014 CRM/Unified Commerce Benchmark Survey of top North American retailers from Boston Retail Partners, 95% of respondents indicated customer experience/ customer engagement is one of their top three current initiatives.

Boston — Three in four (75%) retailers can or intend to identify customers when they walk in the store, including 3% who already do so and 72% who are planning to do so within five years. According to the new 2014 CRM/Unified Commerce Benchmark Survey of top North American retailers from Boston Retail Partners, 95% of respondents indicated customer experience/ customer engagement is one of their top three current initiatives.

April 24, 2014

Luxury retailer Mitchells Family of Stores has selected ThoughtWorks to create the next generation of customer engagement experiences.

Westport, Conn. – Luxury retailer Mitchells Family of Stores has selected ThoughtWorks to create the next generation of customer engagement experiences. ThoughtWorks delivered a customized technology platform that enables digital collaboration and interaction between the sales associates and their customers.  

February 14, 2014

Pinterest will emerge as a stronger alternative to Facebook and Twitter, according to global research and analytics firm Blueocean Market Intelligence.

Seattle — Pinterest will emerge as a stronger alternative to Facebook and Twitter, according to global research and analytics firm Blueocean Market Intelligence. The company analyzed the online data of the nation’s top 100 retailers from September through December 2013 as part of its on-going study assessing the business impact of top retailers’ social media efforts.

Based on the analysis, Blueocean Market Intelligence predicts the following top social media trends for the retail industry in 2014:

January 6, 2014

Raley's Family of Fine Stores has selected Revionics’ social commerce solution to power a measurable social media rewards program called Extra Friendzy.

Austin, Texas -- Raley's Family of Fine Stores has selected Revionics’ social commerce solution to power a measurable social media rewards program called Extra Friendzy.

November 27, 2013

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service.

By Andrew Kokes, global VP, marketing & product management, Sitel

One of the most significant trends in customer engagement over the past several years is the rise of social media outside marketing and inside customer service. Social media is moving beyond contacts and interactions to a culture of community and collaboration for the most engaged and customer-centric companies.

November 4, 2013

In August, women’s specialty apparel retailer Coldwater Creek, which operates 402 stores in 47 states, announced it had landed Deborah Cavanagh as its new chief marketing officer. She is charged with leading the multichannel brand’s marketing and creative services. One of Cavanagh’s first orders of business? To re-engage the Coldwater Creek core customer, as well as connect with new ones.

October 17, 2013

Family is all about loyalty, and as a family-owned business, 301-store, Charlotte, N.C.-based Belk, Inc. makes an effort to maintain and reward loyalty from its customers.

Family is all about loyalty, and as a family-owned business, 301-store, Charlotte, N.C.-based Belk, Inc. makes an effort to maintain and reward loyalty from its customers. So when Belk reached its 125th anniversary this year, the retailer decided to launch a campaign that would reward loyal shoppers while also boosting its presence in channels such as mobile and social.

Prized customer engagement

September 25, 2013

As retailers continue their quest for deepening customer engagement, they’ll often turn to a loyalty program. Yet high membership numbers are deceiving because engagement levels are actually stagnant. This poses the question, are loyalty programs right for every brand?

By Joe Easley, Sr. Director, Business Development & Product Strategy, Kobie Marketing

As retailers continue their quest for deepening customer engagement, they’ll often turn to a loyalty program. Yet high membership numbers are deceiving because engagement levels are actually stagnant. This poses the question, are loyalty programs right for every brand? How do brands choose the right strategy for customer engagement and the overall integration of the loyalty program within the brand?

March 11, 2013

Join Chain Store Age on Thursday, March 14, at 2 p.m. (Eastern) for a free Webinar, sponsored by Microsoft, on how to use digital signage solutions to improve customer engagement, improve brand awareness, target specific audiences, and quickly update messages — all while reducing costs and driving sales.

Join Chain Store Age on Thursday, March 14, at 2 p.m. (Eastern) for a free Webinar, sponsored by Microsoft, on how to use digital signage solutions to improve customer engagement, improve brand awareness, target specific audiences, and quickly update messages — all while reducing costs and driving sales. Also, see best-practice examples of how retailers are leveraging digital signage for their competitive advantage.

The speaker, Jeff Collard, president of Omnivex Corp., is a leading authority on the use of digital signage in retail.

December 18, 2012

Retail and distribution optimization company Aldata said Tuesday it has merged with customer engagement specialist EYC.

Palo Alto, Calif. -- Retail and distribution optimization company Aldata said Tuesday it has merged with customer engagement specialist EYC.

Both companies are part of the Symphony Technology Group, and the merger will create a new company, Symphony EYC.

The merger is intended to combine EYC’s customer engagement analytics with Aldata’s retail and distribution optimization execution capabilities, linking customer insights and engagement strategies into retail assortment, merchandising and supply chain execution.

October 31, 2012

There’s no question about it: Shoppers will have more options than ever before when it comes to shopping this holiday, from where and how they shop to how they pay. Given the myriad of choices available, experts agree that one of the keys to a successful holiday season — and long-term survival — is customer engagement.

June 27, 2012

Survey results released by CompTIA, the non-profit association for the IT industry, found that innovations in information technology continue to transform the retail sector, with digital signage, payment processing, customer engagement and other solutions playing increasingly important functions.

Downers Grove, Ill. -- Survey results released Wednesday by CompTIA, the non-profit association for the IT industry, found that innovations in information technology continue to transform the retail sector, with digital signage, payment processing, customer engagement and other solutions playing increasingly important functions.

Seventy-two percent of retailers surveyed rate technology as important to their business, CompTIA's Retail Sector Technology Adoption Trends Study revealed. That figure projects to increase to 83% by 2014.

June 21, 2012

Wading through retail technological innovations and deciding what options and applications should be top priority can be daunting at best. But the opportunities clearly outweigh the challenges, said Epicor Solutions’ Douglas Taylor in an interview with Chain Store Age.

What are the biggest operational challenges facing retailers today?

May 31, 2012

Mobile and social marketing platform-provider Zmags said Thursday that The Container Store has selected Zmags Professional to create interactive digital catalogs designed deepen customer engagement across all channels.

Boston -- Mobile and social marketing platform-provider Zmags said Thursday that The Container Store has selected Zmags Professional to create interactive digital catalogs designed deepen customer engagement across all channels.
                

February 15, 2012

A report released Wednesday by the National Retail Federation and KPMG found that retailers in 2012 will invest heavily in IT, e-commerce, customer service and mobile platforms in order to build customer engagement.

Washington, D.C. -- A report released Wednesday by the National Retail Federation and KPMG found that retailers in 2012 will invest heavily in IT, e-commerce, customer service and mobile platforms in order to build customer engagement.

The report, “Retail Horizons: Benchmarks for 2011, Forecasts for 2012," polled 247 retail executives from various sectors regarding their top strategic initiatives for 2012.

January 3, 2012

By Chris Watland, Signal

By Chris Watland, chris@signalhq.com

By this point, most chain stores have embraced digital marketing to reach customers through regular email communications and with a social media presence on Facebook and Twitter. And retail already outpaces many other industries in its sophisticated collection of customer purchase and loyalty program data.

May 3, 2010

A report released Monday by The E-tailing Group and PowerReviews found that online research remains...

January 27, 2010

Sears' MySears has been ranked No. 4 out of the top five branded communities and...

May 31, 2007

From online episodes of favorite television shows to text messaging to podcasts, consumers increasingly expect...