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The 3 pillars of customer loyalty

Supported by Epsilon


Last year was a tough one for retailers globally. 

As coronavirus-enforced national and regional lockdowns were introduced, consumers moved away from the high street and towards online stores. 

Almost overnight, many retailers’ entire business models were flipped on their head. The challenge for retailers in 2020 was to meet their customers where they were and continue to provide the service they expected, and many retailers did that admirably.

As the focus switches from unprecedented customer acquisition, to the task of customer retention, what are the key factors to consider? And how can traditional retailers take a leaf out of the new online pureplay customer retention guidebook?

Providing simplicity, building trust, and ensuring ongoing recognition of customers are the three pillars to customer retention and ongoing loyalty. Building on exclusive consumer research from IMRG and highlighting industry best practice, this report offers a comprehensive loyalty roadmap to help retailers navigate the unpredictable year ahead.

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