Retail Marketing Consultants

How we can help: CCG’s Statistical Loyalty Program Optimization™ approach utilizes a variety of advanced statistical methods to derive the best customer loyalty program based on optimal benefits from a customer’s perspective and yours. Our proprietary models help us determine the best program offering for each of your key segments based on reach and financial impact — often uncovering millions of dollars of sales and profit potential.

Success stories: National Women’s Fashion Retailer: Benefits Optimization Boosts Customer Engagement, Petco: Stimulating and Rewarding Best Customers

How we can help: Let us assess your CRM program in context of the current environment and determine how to refresh and optimize it to support your business objectives and customer segments. We can then assist in implementing and relaunching the program for minimal internal impact. We’ve already done this for many of retail’s top CRM and loyalty programs.

Success stories: Talbots: The Journey to Re-launch Classic Awards, Middle-Market Department Store: CRM Program Yields 295% ROI, Pier 1 Imports: Destination Revitalization

How we can help: First, we assess your current position and identify any gaps, and determine how to bridge them to take you to the next level. We leverage our years of retail CRM experience and industry best practices to assist with nearly every facet of customer analytics, from scoring, reporting and modeling, to segmentation and testing, to strategy and staffing support. Our recommendations are always actionable and always work to target the strongest ROI possible for you.

Success stories: Great Indoors: Defining Trigger Events to Drive Direct Mail, Proflowers: Enhancing Lifetime Value, Rainbow Rewards: Data Meets Creative to Score Loyalty Points

How we can help: CCG’s extensive retail marketing experience gives us a unique view into key performance indicator (KPI) benchmarks. So we can objectively evaluate and monitor your program. Our Statistical Loyalty Program Optimization approach gives you a clear picture of how well your program is working or what levers need to be adjusted for optimal performance. And our Loyalty Program Effectiveness Appraisal provides an unbiased tool for tracking your program’s key performance metrics year over year, or after major program revisions. Plus, we can recommend ways to gather supplemental data so you can further refine your view of results.

Success stories: Payless ShoeSource^®: Delivering the Case for CRM, Discount Retailer: Is your loyalty program working? Providing proof.

How we can help: Our team can analyze your email performance in detail to help identify problem areas and make recommendations for improvement. We take into consideration all aspects of your email program, including your customers and their unique journeys, as well as layout and design, content, frequency, data, reputation management, deployment platform and other mechanical, technical and creative elements.

Success stories: Financial Services Company: Email Trigger Program Boosts Engagement, Sales

How we can help: CCG can provide you with an objective view of available options, from defining your requirements and identifying obstacles to issuing and scoring RFPs, to finding the right technology to support your business goals. We are not a solutions seller. And, if you’ve identified a CRM technology solution, but need bench strength during implementation, our experienced staff can work with your internal groups to help ensure a successful launch. We have extensive hands-on experience with a variety of retail marketing technologies, ranging from enterprise CRM platforms and digital marketing automation solutions, to ESPs and analytics programs. Specific solutions include: IBM Omni-Channel Marketing, Infor, SAP CRM, SFMC, Responsys, TIBCO^® Rewards and Teradata. We can also work with your legacy system and serve as loyalty/CRM subject matter experts to help your IT department develop and stand up an in-house system.

Success stories: Ulta: Loyalty and IT Experts Team Up for a Solution Search — and More, West Coast Grocer: Loyalty Program Meets Enhanced Technology Solution

How we can help: CCG can provide cost-effective interim staffing to support your in-house resources. We can offer assistance in the form of retail marketing analysts, statisticians, email deployment specialists, program managers, content specialists, IT solutions search/implementation personnel and more. We can also help develop processes and work flows to ensure quality assurance steps at every stage.

Success stories: National Footwear Retailer: Filling a Gap in the Loyalty Staff Line-up

How we can help: We understand this part of the journey and know how to quickly get your customer loyalty program going. With 40+ years of retail marketing consulting experience, we’ve helped numerous retailers build customer-engagement strategies from the ground up. Our FasTrack^™ process is an established, proven method that lets us quickly understand your unique challenges and opportunities so we can create an actionable road map that steers you around the potholes on the road to success. We can also help you navigate that road with support during program implementation.

Success stories: Payless ShoeSource^®: Delivering the Case for CRM, Macy’s: Breaking Ground With the President’s Club