Building customer loyalty requires personalized, proactive service
Retailers are aware that shoppers, both online and in stores, like to feel appreciated by brands and know their patronage is valued. While merchants use many strategies to let consumers know they are important, providing personalized interactions may be just the thing to build loyalty.
Marketing Land cites research from Harris Interactive and inContact that found most retail customers are influenced more by personalized experiences than previously established brand loyalty. This means that even if a shopper has done business with a merchant in the past, they are more likely to buy products from another business if that company offers more proactive and personalized customer service options. The study revealed that more than half of respondents (56 percent) said they are somewhat likely to forego a favorite retailer and switch to one that provides better experiences, the source reports.
So how can retailers either retain customers to build loyalty or attract new shoppers with exceptional service? Media Post suggests that companies offer various channels for communications, through phone, email, social media and even live chat on websites. In addition, merchants can store and analyze customer data to develop campaigns that provide deals and discounts for items and services shoppers will be interested in.
