This year, the U.S. experienced a 14 percent decrease in customer loyalty, falling from 79 percent to 68 percent. With inflation still impacting today’s consumer, businesses must become agile and shift how they reach their customers. The voice of the customer is more important than ever. One of the biggest challenges retailers face is determining…
Cynthia Sener
Consumers are increasingly skeptical. Name brands can no longer assume customer loyalty based on reputation alone. Today’s consumer doesn’t hesitate to study the reviews and experiences of others to determine the highest quality products at the best price — brand name or not. While some popular review sites (think Amazon.com) are no longer assumed to…
In today’s competitive, increasingly omnichannel marketplace, retail leaders know great customer experiences (CX) are key to revenue growth, customer retention and long-term brand success. Investments in CX and building genuine customer relationships pay off by driving customer loyalty. In fact, Kroger shared that its loyal shoppers spend 10 times more than occasional shoppers. To see…
Over the past two decades, we’ve seen millennials put retailers through a loop. As retailers urgently set up e-commerce sites and slowed down their physical footprint, many people believed millennials would be the “death of retail.” Today, Generation Z is bringing balance to both online and offline retail models. Gen Z consumers will hold over…
