Survey: Personalized Engagement Tops Retailers’ Must-Do List

HFN – Engaging customers with personalized and relevant messages are the keys to customer loyalty, according to the BRP 20th annual POS/Customer Engagement Benchmark Survey.

“As customer expectations for an increasingly customized experience increase and evolve, retailers are adopting new ways to identify customers and personalize their shopping journey,” said Perry Kramer, senior vice president and practice lead at BRP, a retail consulting firm.

“Retailers continue to offer more mobile services from a consumer-facing and associate-facing perspective that include personalized recommendations, loyalty rewards, coupons, discounts and promotions,” said Kramer, who noted that 63 percent of retailers plan to implement the ability for customers to use their own mobile device as a POS device within three years.

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