The UK retail sector will change more in the next five years than it has in the last 50. The challenge for retailers to satisfy customers is now greater than ever. Customer loyalty is at an all-time low whilst expectations have never been higher. Retailers are now expected to provide an effective service across multiple channels whilst maintaining a sustainable cost model. At the same time, it’s imperative that your business is consistent in its processes across all channels from start to finish. Consumers expect the same experience whether in-store, online or via mobile.
A word of warning: if you’re looking at technology to run a loyalty scheme, don’t let it take the place of good, basic retail service.
Technology has made it easy and affordable to run sophisticated loyalty programmes, even for retailers with only one or two stores.