Customer Care - True value for money

Charlotte Lynch – who works for Modern Retail www.modernretail.co.uk – provides five principles on maintaining customer loyalty.

To succeed in modern retail and remain a key challenger against competitors, retailers need to be prioritising their customer-centric marketing alongside their data-centric business strategy.

Research from digital analyst Gartner (www.gartner.com) shows that by 2017, 89% of businesses will compete mainly on customer experience. “Customer experience itself is proving to be the only truly durable competitive advantage,” says Gartner’s Jake Sorofman.

By putting the customer at the centre of your data analysis you can successfully track and understand your customers as individuals, increasing their significance, customer engagement and, of course, revenue.

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