In an age when retailers are hiring ‘customer experience directors’ instead of ‘customer service directors’, it’s clear that retailers are focusing more on the bigger picture.
And it’s that all-important customer experience that drives loyalty, and is key to increasing profits. For instance, 70% of companies say it’s cheaper to retain a customer than to acquire a new one. Obviously, offering a great shopping experience, customer service and the right products is essential to increasing loyalty – but loyalty schemes can also play a key role.
