How Retail Players Can Gain the Loyalty of the Fickle-Minded Consumer
It's no secret that the retail industry is in flux. With the rise of e-commerce, traditional brick and mortar stores are struggling to keep up. To stay competitive, retailers need to focus on customer loyalty. The fickle-minded consumer is hard to please, and it takes more than just good customer service to win them over.
Statistics show that customer loyalty is directly linked to revenue. A study by Bain & Company found that a 5% increase in customer retention can lead to a 75% increase in profits.
Therefore, in this article, we will discuss five ways retailers can gain customer loyalty and increase revenue. Read on.
Digital transformation is key
The customer loyalty landscape has changed dramatically in recent years. Thanks to the internet, consumers are now more informed than ever before. They can easily compare prices and products from the comfort of their own homes. This has made it difficult for retailers to keep up.
To win the consumer's loyalty, retailers need to focus on digital transformation, which is the process of using technology to create new or improved customer experiences. It can help retailers in several ways as follows:
1. Increasing customer engagement
Digital transformation can help increase customer engagement by providing new and improved ways to interact with the customer. For example, retailers can use social media to connect with customers and create more personal relationships. Additionally, retailers can use digital channels such as email and SMS to send personalized messages to customers. This will make them feel valued and appreciated, encouraging them to continue doing business with the retailer.
2. Enhancing customer service
Using technology such as live chat and artificial intelligence, retailers can provide a more efficient and personalized customer service experience. Additionally, digital channels can be used to reach out to customers who may need assistance proactively. This will show the customer that the retailer is committed to providing a good customer experience.
3. Creating personalized experiences
By collecting data about customer preferences and behaviours, retailers can create customized messages and offers relevant to the customer. This will make the customer feel valued and appreciated and more likely to do business with the retailer.
4. Improving the customer journey
By using technology such as customer segmentation and customer mapping, retailers can better understand the customer journey. This will allow them to identify pain points and create a seamless customer experience.
5. Building trust and loyalty
With the application of technology such as customer reviews and customer testimonials, retailers can create a more trustworthy relationship with the customer. Additionally, digital channels can be used to send follow-up messages after a purchase has been made. This will show the customer that the retailer is committed to providing a good customer experience.
Quick Takeaways
- Make it easy for customers to find what they're looking for on your website. Use clear labels and search functions.
- Offer customer support 24/7. This can be done through live chat, phone, or email.
- Provide a seamless customer journey, from the moment they land on your website to the moment they make a purchase.
- Use data to create personalized experiences for your customers.
Over to You
Digital transformation is not a quick or easy process, but it is essential for retailers who want to win over the consumer that is spoilt for choice. By focusing on the customer experience and using data to create personalized experiences, retailers can start to build trust and loyalty. In today's competitive landscape, that's what it takes to stay ahead of the curve.
Contact our Salesforce experts to unlock the business opportunities that might already exist within your company with an accurate Salesforce implementation.