The value of inspiring and keeping loyal customers cannot be overstated; they’re an asset you can’t afford to lose. As much as 80% of your business may come from only 20% of your customer base, according to the Pareto Principle.
Not only are these relationships a vital source of repeat business, these customers can become evangelists for your business: promoting your brand, goods, and services to other shoppers.
How do you keep these customers happy? How do you keep them coming back? Personalization plays a big part of it. BRP’s Special Report findings provide insight on this revelation.
“Enhancing customer loyalty is critical in today’s competitive environment, however, to do that successfully requires retailers to quickly and easily identify the customer and access pertinent preferences and order history to create a personalized experience for each customer seamlessly in every channel.”
Perry Kramer
SVP and Practice Lead, BRP
Download this whitepaper to learn more about the current state customer identification and engagement as it pertains to loyalty. What services and experiences are most important to consumers? How are retailers identifying shoppers to engage them?
You’ll be able to use this information to enhance customer loyalty. Here are a few findings you can expect to read more about within:
- 64% of customers are comfortable with retailers using mobile devices for identification when they enter a store. With Generation Z and Millennials? That percentage is even higher at 75%.
- Only 10% of retailers surveyed believe their customer identification methods are fully-established and working well. Another 52% believe their methods need improvement and 38% have not established a process for customer identification.
- 50% of consumers who were surveyed said that they are willing to provide retailers with more personal data if it results in offers. Consumers are looking for receive meaningful or customized offers from the retailers that they patronize.