I was excited to interview Tom Ebling last week, a true retail technology leader whose stint as CEO of Demandware from 2010-2016 included growing the software company into a $300 million public company that was acquired by Salesforce for $2.8 billion in 2016. Continue reading
If you haven’t yet had the time to read our latest book on leveraging customer analytics to build a scalable churn prevention system, here are the top takeaways.
1. Retail is evolving faster than ever before in the history of the known universe. 30% of U.S. customers say they change brands often just for the sake of variety and novelty, and 49% of customers will gladly switch brands—for a coupon.
2. The economics of saving customers from churning really adds up; repeat buyers are essential to long term growth. Preventing just 1% of your very best customers from churning can lead to an overall revenue increase of 5%. Yowza.
Marcia Oakes, Senior Director of Digital Marketing
Last week, we attended the Decoded Fashion & Beauty Summit in New York, where fashion and beauty retail leaders gathered to explore the death of retail (as we know it), demystify data, and discuss the connected consumer.
One of the keynotes we enjoyed most was Sephora’s VP of Digital Product Lucinda Newcomb’s presentation on the connected consumer. Lucinda kicked off her talk by sharing Sephora’s mantra—”client experience is queen.” This mantra informs everything the beauty giant does across each customer touchpoint.