Mobile App is the Anchor for Brand Loyalty

This episode was recorded live at CRMC 2022 in Chicago.

In episode 367 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Bryan Yuris, vice president of performance marketing at Express, a modern, multichannel apparel and accessories brand for men and women. Listen in as Yuris discusses his career background and current role (0:45), as well as how the retailer’s CRM and marketing strategies have adapted to changing consumer behaviors (1:27). He shares Express’ customer retention strategy (2:40), including its relaunch of its Express Insider loyalty program, and how customer feedback helped inform the revamped rewards offerings (4:27).

In addition, Yuris details Express’ digital marketing investments (6:09), the focus on its successful mobile app and SMS strategies (6:45), and the retailer’s data collection process that feeds personalized customer experiences (7:18). Lastly, he shares the current CRM and marketing trends he’s watching closely across the industry (9:27), and some of the future opportunities he sees for Express (10:30).