customer retention

Winning customers is one thing, retaining them in the long term is another. Brand development, loyalty programs, service quality, personalization – measures like these can make it happen.

A blue bird with glasses is looking at a smartphone with the twitter social...

#customer satisfaction #customer relationship management

Better customer care on Twitter leads to increase in customer satisfaction

Responses to queries on social media impact service quality perception

A screen and cars in a drive-in movie theater

#POS marketing #marketing

Walmart brings the big screen to its parking lots

Retailer’s first-ever drive-in movie theater

#consulting #customer satisfaction

4 tips on how to handle customer complaints

How you can effectively respond to negative reviews and use them to be a benefit to your company

A spiral staircase leads up into the light

#customer satisfaction #customer relationship management

The importance of effective complaint management

A strategic and cross-channel approach to handling negative customer experiences

#online trading #e-commerce

3 steps to personalisation in e-commerce

How retailers can build trust and foster customer loyalty

Person in front of a supermarket shelf holding a smartphone...

#digitization #self-checkout systems

Digitalization in the german wholesale industry

METRO Companion App

Red sign saying return to sender; copyright: PantherMedia/roxanabalint...

#online trading #brick and mortar retail

Study on firms' return policies offline and online

Guidance on pricing, returns, refunds

A sign of a sports stadium; source: Screenshot video https://f.io/YsTSFekK...

#digital marketing #marketing

Crowdsourcing campaign to save Modell's Sporting Goods and 3300 jobs

Mitchell Modell offers outside investment opportunities

A woman in a clothing shop; in front of her a terminal where she can indicate...

#customer satisfaction #customer relationship management

When is the customer especially HAPPY?

155.9 million data points from over 1,000 retailers globally reveals happiest and unhappiest retail seasons

13.02.2020 #customer satisfaction #data management

Deal for personal data in luxury segment

Affluent consumers demand security, privacy and personalization in exchange for personal information

Affluent U.S. consumers demand stringent safeguards on the security and privacy of their personal data from companies that collect their information, according to a new Luxury Institute survey of Americans earning at least 150,000 dollars per year. ...

13.01.2020 #customer satisfaction #customer relationship management

Blind Date is so yesterday! Know your customers!

Customer loyalty: Personalizing your customer communications – across all channels

Is brand loyalty dead? These days, consumers no longer buy the same brand of goods for life. They want personalized offers for products that meet their specific needs. That’s why it is more important than ever for retailers to retain and ...

06.01.2020 #in-store marketing #marketing

Smell – association - sale?

How scents affect your customers

It’s highly likely that you have entered a store and immediately noticed a distinctive scent. The deliberate use of scents is no longer a rare occurrence. For quite some time now, companies like Abercrombie & Fitch, Motel One or Singapore ...

02.12.2019 #data management #digital marketing

AI in action: changing the future of customer experience

Interview with Prof. Dr. Jens Böcker, Bonn-Rhein-Sieg University of Applied Sciences

The 34th Bonner Management Forum on November 5, 2019, at the Bonn International Science Forum (“Wissenschaftsforum”) centered on artificial intelligence (AI).Themed "Artificial Intelligence - New Age of Customer Experience", ...

11.11.2019 #customer satisfaction #brick and mortar retail

How to reinvigorate Germany's high street

Brick and mortar retail should focus on technology, especially Wi-Fi

It is not easy for the brick and mortar retail to assert itself in the course of the digital transformation and the competition from the online trade. Retail stores can upgrade with technology to stay competitive. An important factor that has been ...

Thumbnail-Photo: Advice for small and medium-sized retail businesses: “Be a part of the...

04.11.2019 #brick and mortar retail #POS marketing

Advice for small and medium-sized retail businesses: “Be a part of the change!“

A quick market analysis by Professor Rüschen of the DHBW Heilbronn

Prof. Dr. Stephan Rüschen, assistant lecturer in food retailing at the Baden-Württemberg Cooperative State University (DHBW) in Heilbronn presented the second part of the Trendforum Retail 2019, which emphasized the challenges and ...

04.11.2019 #customer satisfaction #brick and mortar retail

Retail problems: We’ve got the premises but where are the customers?

The Trendforum Retail 2019 highlighted multi-use retail developments

At the Trendforum Retail on October 9 &10, 2019, in Schwalbach near Frankfurt am Main, speakers and visitors examined how brick and mortar retailers can attract, keep and excite customers.Interested event participants were given a tour by Marcus ...

Thumbnail-Photo: New personalization tactic makes new visitors more likely to make a...

18.10.2019 #digital marketing #customer retention

New personalization tactic makes new visitors more likely to make a purchase

Nosto launches A/B testing & optimization tech

Nosto is announcing the general release of its A/B Testing & Optimization (ABTO) solution. The new offering enables digital retailers to execute, optimize, and learn from sophisticated A/B and multivariate tests across Nosto’s complete set ...

30.09.2019 #e-commerce #customer satisfaction

Get your business ready for E-commerce!

E-commerce Berlin Expo 2020 starts on the 13th of February 2020

The E-commerce Berlin Expo 2019 gathered more than 55000 visitors, 150 exhibitors and 45+ speakers taking part in the annual fair. The numbers speak for themselves - EBE has become one of the most important e-commerce events in Europe. However, ...

19.09.2019 #consulting #customer satisfaction

90+ year-old manufacturer redesigns its stores …

… making window and door shopping easier, more personalized and enjoyable

Each year we hear about the increase in online sales, and the talk of the demise of brick-and-mortar stores. But, brick-and-mortar stores aren’t going anywhere – if they adapt. And Pella Windows & Doors is adapting.Rather than ...

16.09.2019 #customer satisfaction #mobile payment

retail trends 3/2019: focus "checkout zone"

Shopfitting, technology, marketing: What does a checkout have to do nowadays?

Read our latest edition retail trends 3-2019 online as an e-paper. ...

13.09.2019 #customer satisfaction #services (sales promotion, PoS marketing)

How to turn your checkout zone into the village hub ...

... with opportunities for community engagement

The checkout zone is not only the actual, but also the emotional conclusion of the purchasing process. Top or flop - the experience at the cash register can impact how customers rate their overall shopping experience. For retailers, this is ...

12.08.2019 #customer satisfaction #customer retention

Return on experience: The new kind of customer loyalty

US retailers benefit if they keep pace with rapid rise in customer expectations

New research conducted by alternative payments provider Klarna across 2,000 US consumers and 250 retail decision makers, reveals that retailers are struggling to retain their customers as consumers today increasingly have zero tolerance for a poor ...

18.07.2019 #customer satisfaction #customer relationship management

5 essentials for customer experience leaders

Gather customer feedback and analyze it

Customer experience is fundamental to your business and needs to be in your company’s strategy.However, CX leaders are challenged with what it means to spearhead these efforts. To improve their influence, and subsequent results, CX leaders can ...

04.07.2019 #customer satisfaction #mobile payment

Frictionless checkout across all channels to build loyalty

H&M and Klarna elevate the shopping experience for US consumers

H&M and Klarna announced that they have expanded their current partnership agreement to also include the US market, in the development of an unrivalled payments and shopping experience across touchpoints. Together, H&M and Klarna are aiming ...

03.06.2019 #customer satisfaction #customer relationship management

retail trends 2/2019: focus "sales promotion"

How to win, serve, and keep customers

Read our latest edition retail trends 2-2019 online as an e-paper. ...

29.05.2019 #customer relationship management #marketing

Product ratings: customer-centricity is important

Global product ratings study: companies being pushed toward increased customer-centricity

Globally, 54% of companies consider product ratings to be very important to their business. For another 29%, they are somewhat important, while 17% think ratings are not important at all or that they don’t play any role yet. U.S. results ...

21.05.2019 #customer satisfaction #customer relationship management

Post-purchase communication: Well-informed customers are happier

Shipment tracking options and convenient returns management solutions

Harald Mösel from b.telligent asserts that retailers can set themselves apart from the competition with positive, unique post-purchase experiences. In this interview, he illustrates how companies can utilize post-purchase communication to ...

18.03.2019 #marketing planing #marketing

Burger King and Millennium Hotels discuss brand messaging

Incite Groups free webinar, 14:00 GMT 3rd April

Nearly two-thirds of millennials and Gen Z express a preference for brands that have a point of view and stand for something. As customers demand a more personalised and meaningful relationship with the brands of their choice, it is imperative you ...

Thumbnail-Photo: Robots in retail: producer and salesperson all-in-one at the fully...

15.03.2019 #artificial intelligence #customer retention

Robots in retail: producer and salesperson all-in-one at the fully automated kiosk

Interview with Matthias Krinke, Managing Director of pi4_robotics GmbH

At Berlin’s shopping mall Bikini Berlin, we meet the robot “Gisela”. The robot’s designer Matthias Krinke sat down with us and explained what she can do and revealed what the retail industry can expect from her and her ...

14.03.2019 #customer satisfaction #customer relationship management

The Guinness Storehouse in Dublin – a powerful customer magnet

Brand advertising with taps, creamy whitecaps, and hashtags

Just in time for Saint Patrick's Day, we turn our attention to arguably the favorite drink of the Irish: the iconic Guinness beer. Or, more precisely, the home of the stout: the Guinness Storehouse opened its doors in 2000 right in the heart of ...

Thumbnail-Photo: Retailer app identifies counterfeit products and strengthens customer...

21.01.2019 #app #labels

Retailer app identifies counterfeit products and strengthens customer relationships

Secure barcodes on paper labels offer retailers and customers many benefits

Counterfeit goods prompt harmful financial losses due to a loss of sales and profits, decreased tax revenues and by threatening jobs – and this doesn’t just impact retailers and manufacturers. According to EUIPO (The European Union ...

08.11.2018 #online trading #security

6 seal of approvals every online retailer needs to know

Badges boost consumer confidence and increase product sales of online stores

Certificates for online stores are a dime a dozen. Many store owners find it difficult to keep track of all of them. Having said that, customers prefer to shop on websites that have been approved by experts. Yet how valuable are these certificates, ...

25.09.2018 #online trading #customer satisfaction

Marketing automation: The USP of the online world

How to successfully develop a personalized sales approach almost automatically

Every day, marketers grapple with a mixture of database, web analytics, communication, workflows, and CRM synchronization. Processes today can be summarized, analyzed and optimized with the help of marketing automation - for a personalized sales ...

26.07.2018 #e-commerce #customer satisfaction

Same-Day Delivery: Tips for small retail businesses

“The delivery time window option in the evening is a great hit": Interview with Arne Schulke, Professor for Management Control & Leadership

Few local retailers are brave enough to offer same-day delivery. They should use their "business savvy”, suggests logistics expert Arne Schulke of the iubh International University of Applied Sciences Bad Honnef. He offers practical tips, ...

19.07.2018 #customer satisfaction #customer analysis

Nike’s new store was located and stocked by you, Los Angeles

“Sunsets on Melrose”, a re-imagined walkthrough of a typical LA day

Research into the insights and behavior of NikePlus members in Los Angeles shows that they are running and style obsessed. They are on the competitive side but are also visionaries. That reality is what spurred Nike to develop Nike Live, a ...

10.07.2018 #online trading #e-commerce

Online marketing: Huge opportunities after transaction completion

Interview with Geoff Smith, CMO at Rokt on the much underrated confirmation page

"Thank you for your purchase!" Statements like these make customers happy - and their minds more open and receptive to new ideas according to a study by web store optimizer Rokt. Special emphasis is put on the moment right after a ...