Convenience Store Decisions – BRP Consulting finds 63% of consumers are likely to stop shopping a brand if they have a bad experience. In an ever-evolving retail environment, keeping customers happy is more complicated and more important than ever. Today’s consumers connect with brands across multiple channels, which complicates the process of recognizing, servicing, and rewarding loyal customers.
According to BRP’s SPECIAL REPORT: Keeping Loyal Customers Happy, customers expect engaging and relevant interactions and conversations across all channels and they don’t have any tolerance for unsatisfactory shopping experiences. Customers want a personalized experience and if they are treated well, they will reward the retailer through additional purchases and brand loyalty.
“Engaging the customer through personalized and relevant experiences is the key to attracting and keeping your customers happy and continuing to shop your brand,” said Perry Kramer, senior vice president and practice lead, BRP. “Retailers that identify customers when they enter the store and equip their associates with the proper mobile tools can personalize the shopping experience based on customer preferences, purchase history, what’s in their closet, online browsing history, time of day, weather and their physical location—all based on real-time information and personalized to create a bond with these valuable customers.”
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