Great Expectations: Personalisation Leads to Customer Loyalty-special report

Mar 7, 2019 | PCMS News

In today’s competitive retail environment, its pertinent to maintain and enhance customer loyalty. BRP’s report “Keeping Loyal Customers Happy,” based on the 2018 Customer Experience/Unified Commerce Survey findings, dives into the engaging, relevant and, most importantly, the personalised interactions and conversations that customers expect across any and all channels.

63% of consumers say they are likely to stop shopping a brand if they have an unsatisfactory shopping experience.

Keeping loyal customers happy requires retailers to quickly and easily identify the customer and communicate their preferences and order history to create a personalised in-store experience like that of the “Amazon experience.”  A growing number of consumers feel comfortable with in-store identification by retailers to deliver such a tailored experience.

68% of consumers say they are more likely to shop at a retailer that offers personalised rewards based on the customer’s loyalty. Furthermore, 64% of consumers say they are comfortable with retailers identifying them via their mobile phone when they enter a store, if it means they receive a personalised experience.

The experience enhancements that “most valuable” customers prefer are: invitations to special events, personalised promotions, personalised rewards and preferred/first access to new products.

While the most valuable customers have already established their loyalty to your brand, success rests on keeping them coming back and encouraging their advocacy of the brand. Therefore, it’s crucial to ensure each and every shopping experience is a personal and positive one.

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