retail loyalty

Customer loyalty is a moving target for retailers. Yesterday’s rewards programs may no longer suffice as consumers look for more convenient, personalized experiences and seek out brands that align with their values. Read our insights on capturing and maintaining retail loyalty.

Insights

Blog

Introducing Forrester’s Digital Go-To-Market Review: Home Goods Edition

Sucharita Kodali October 6, 2020
In a rapidly evolving retail environment, brand manufacturers that have traditionally sold through wholesale channels now need to think very differently about distribution. Some traditional wholesale partners are shrinking — meaning those (often long-standing) distribution partnerships simply can’t generate the sales and growth for brands that they did for decades. By contrast, online marketplaces are growing — and fast. Marketplaces promise access to vast swaths of new customers — but potentially also arm’s-length relationships with those customers and less control around placement, plus proximity to […]
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Blog

Attend Forrester’s Upcoming Event For Brand Manufacturers On September 29–30

Sucharita Kodali September 18, 2020
One of the biggest transformations in retail that Forrester highlighted in its recent B2C buying research stream is the growth of brand manufacturers in commerce and the corresponding tension with marketplaces like Alibaba, Amazon, and others around the world. (“Brand manufacturers” are traditionally wholesale companies that distribute through intermediaries. They’re a complex ecosystem, and no […]
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Blog

Three Consumer Changes Will Define The Future Of How We Buy

Anjali Lai September 15, 2020
The pace of consumer behavior change has clicked into another gear this year as a result of the COVID-19 pandemic. Learn how three of these trends will transform buying for the foreseeable future.
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Blog

Revamp Your Retail Loyalty Program With Forrester’s New Framework

Sucharita Kodali April 17, 2020
Well-executed loyalty programs strengthen customer relationships and drive business results. Our recent research reveals which program elements work particularly well, along with opportunities for improvement.
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Blog

Future Of Retail 2020: Retail B2C Marketers Manage Influencers, Marketing Partnerships, And DTC Acquisitions

Fiona Swerdlow March 17, 2020
Principal Analyst Jim Nail and Senior Analyst Tina Moffett weigh in on what's ahead for retail marketers and how retail companies can position themselves for success.
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Blog

Future Of Retail 2020: Retail CMOs Must Invest In Total Brand Experience

Fiona Swerdlow February 26, 2020
Direct-to-consumer competition and pressure to deliver ever more impactful experiences are reshaping the chief marketing role.
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Blog

Two Truths And Seven Lies Retailers Heard In The 2010s

Sucharita Kodali December 31, 2019
Retail changed substantially in the last decade, but not always in the ways predicted. VP and Principal Analyst Sucharita Kodali looks back — and provides a few takeaways for retailers for the decade ahead.
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Blog

Nike Is Setting The Standard For Omnichannel Loyalty In Every Industry

Emily Collins December 23, 2019
Shifting from treating loyalty as a standalone marketing practice to weaving it into the entire customer experience is hard. Learn how Nike gets it right.
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Blog

Head-Scratcher Of The Month: PayPal’s Costly Acquisition Of Honey

Sucharita Kodali November 25, 2019
Last week, PayPal acquired a Los Angeles-based company called Honey for a whopping $4 billion. While it certainly wasn’t under the radar (PayPal issued a press release, posted a video, and hosted a conference call about it), the media barely (with a few rare exceptions) picked up the story in spite of the fact that […]
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Video

Your Loyal Customers Don’t Need Another Coupon This Holiday Season — Here’s What To Do Instead

Emily Collins November 25, 2019
Principal Analyst Emily Collins shares three ways retailers can offer real value to shoppers.
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Blog

PayPal Is Acquiring Honey To Increase Its Stickiness With Consumers

Lily Varon November 21, 2019
(Get it? Sticky!) It’s PayPal’s largest acquisition to date. PayPal’s core value proposition is in alleviating shoppers’ concerns about providing personal financial information during the online checkout process — and that remains as valuable as ever. But here’s what the Honey acquisition means for PayPal moving forward: The Honey acquisition extends PayPal’s role in the […]
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