As consumers start to emerge from the depths of the pandemic, how do we hold their attention as retailers?
In this discussion, our ecommerce leaders zoom in on the challenges, opportunities and pitfalls to avoid when trying to achieve customer loyalty and customer retention in a post-pandemic world.
You’ll discover more about navigating new customer buying patterns – as well as how to engage shoppers through different methods of communication and personalised product experiences. Our panellists will take you through the performance metrics for customer loyalty and offer actionable insights for your business to put into practice…
Speakers:
Ian Jindal, CEO at RetailX
Charlotte Cau, Head of Digital Performance Marketing at Joseph Joseph:
“Loyalty is improving the customer’s day to day life.”
Dan Mahoney, Customer Director at Whittard of Chelsea:
“The customer would expect us to deliver a consistent and memorable brand experience, which is individual, engaging and relevant and delivered at the right moment in time.”
Talia Shani, Director of Marketing at Yotpo:
“Loyalty is a value exchange, the customer needs a reason to keep coming back to you.The way you maintain that is through experiences and emotional loyalty.”
Liam Downes, Director of Customer Success at Tryzens:
“Loyalty is the triggering of a positive emotion that makes you feel you’re ultimately loved by the brand.”
Video contents:
1:38 Panel introduction
10.33 Delivering loyalty
13.18 Measuring ROI
18:59 2021 challenges
23:21 Investment plans to boost customer engagement
24:44 On Joseph Joseph differentiation
26:29 Making the most of retention
28:42 Balancing digital & physical
31:51 Aligning all aspects of the customer journey
35:14 What is success for loyalty?
Useful links:
See our upcoming events here internetretailing.net/events
To enter our tasty giveaway contact research@retailx.net and let us know what your KPI for loyalty & retention is.
Twitter: @RetailX
Linkedin: www.linkedin.com/company/rtlx/
