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The path to loyalty & retention: How brands are enticing customers across all channels – Webinar

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…



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:

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To enter our tasty giveaway contact and let us know what your KPI for loyalty & retention is.

Twitter: @RetailX


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