My colleague and partner from our Digital CX group, Jill Redo, and I have been scanning the retail communications landscape the last few weeks. Our teams identify new weekly UpTrends, which we’ve been publishing in a newsletter to sales, client partners and account executives for client distribution. Her observations below, along with mine, hit on some of the challenges and opportunities facing retailers today.
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Consumers want personalized experiences. We all know it. But delivering on this mandate is a challenge—to say the least. It requires knowing each customer (and potential customer) holistically so you can identify and accurately reach real people across devices and interactions over time with relevant messages.
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The best loyalty programs create 1:You experiences for their very best customers. From earning to redeeming and everything in between, a good loyalty program listens to its customers. It creates the connections that deliver lifetime value to both the customer and the brand they love.
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Retail is one of the more advanced industries when it comes to personalization, with almost every retailer offering some degree of personalization to enhance the customer journey.
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