Find out more about increasing customer loyalty with CX
-
Build customer brand loyalty and retention.
-
Grow loyalty enrolment and engagement
-
Turn customers into fanatical brand advocates.
Customer Growth & Experience Optimization
Tune into what your customers are saying
Increase Customer Retention, Loyalty, and Lifetime Value with Real-Time Customer Intelligence
Are you losing customers to competitors?
Do your customers sometimes have disappointing experiences? Perhaps they didn't get a warm welcome, or couldn't find anyone to help them. Maybe the item they came in for was out of stock. Or, they walked out due to long checkout lines. Perhaps ordering online was frustrating. Hidden operational issues could be costing you sales.
Get solutions to these problems and Increase Customer Life-time Value!
Why Great Brands Can Have Poor Online Reputations
A small number of emotionally motivated reviews can distort brand perception, deter new customers, and hide valuable operational insights.
Even some of the most successful brands have an average social ranking of 2.5. Why?
That's because as human beings we are highly motivated to communicate by emotion. A customer who has a bad experience is driven by their negative emotions to post a poor review. Whereas, a customer who has a good experience is not.
Often it is less than 1 in 1,000 customers served that are leaving reviews and negatively impacting the brand reputation. That's demoralizing for the retail associates who work hard to create a great customer service.
The problem for marketing managers is it deters new customers from choosing you when making their buying decision. The problem for operations managers is they don't have enough feedback to get a good understanding of what their customers love about their brand, and what to fix!
And, for those customers who give bad reviews, there are some disturbing facts:
Turn Customer Experience Challenges Into Growth Opportunities
Best Practices for Capturing Real-Time Customer Feedback, Strengthening Loyalty, and Driving Revenue
The key to overcoming CX challenges is to leverage customer emotions in the moment, and make it really easy to give feedback. Here's some best practices:
✅ Connect with your customers in real-time after checkout, order pickup or customer service
✅ Incentivize customers to leave feedback with "come back" offers
✅ Offer one tap loyalty rewards enrolment after opt-in
✅ Send manager alerts to solve problems before they impact sales
✅ Use payment terminals and devices and advertising opportunities
✅ Attract new customers by live streaming 5 star reviews on your website
Click to see the results of our poll
Boost Your Bottom Line: Tips for Improving Productivity and Customer Service in Retail
As a VP of Operations in retail, you may be grappling with the challenge of maintaining exceptional customer service in the face of high associate turnover, escalating labor costs and staff shortages.
✅ Ask for feedback after every customer service interaction
✅ Make it easy for customers to find items with QR code access to self-service
✅ Direct connect customers to the right associate
✅ Take the load off your customer service desk
✅ Empower your associates to get more done in a day
Frequently Asked Questions About Retail Customer Experience Management
What Are the 5 Most Important Questions to Ask About Your Customer Experience?
1. Are we capturing feedback from enough customers to get an accurate picture of the experience?
Most retailers hear from only a tiny fraction of customers—often those with strong negative emotions—creating a distorted view of the customer experience.
2. What are our customers telling us they love—and what’s frustrating them?
Real-time feedback helps identify both brand strengths and operational friction points.
3. Are we recovering unhappy customers before they leave permanently?
Fast manager alerts and service recovery can prevent negative experiences from turning into lost revenue.
4. Are we using customer feedback to attract new customers?
Positive reviews and social proof can significantly improve conversion and customer acquisition.
5. Are we turning customer insights into measurable operational improvements?
Customer experience data should drive better decisions—not just sit in reports.
How Can Real-Time Customer Feedback Improve Customer Retention?
-
Get your customer reviews, e-commerce, call center communications, marketing engagement and sales data in one customer experience and relationship management profile.
-
Request customer feedback at point of payment or pickup. Track customer satisfaction with review ratings and brand affinity with NPS scores.
-
Alert managers to poor reviews to solve problems before they impact the bottom line.
-
View and respond to reviews from one customer feedback management dashboard.
-
Promote good reviews on social sites and display live 5-star reviews on your website.
-
Thanks customers with “come back offers”. Grow loyalty enrolment with “one-click” opt-in.
-
Understand how to use brand experience management to delver a consistent brand experience that drives loyalty across the organization.
How Can Retailers Improve Customer Loyalty Without Rewards?
Lasting customer loyalty is built through better experiences—not constant rewards and discounts. Although rewards incentives programs can be a wonderful way to encourage loyalty, they are ineffectual if you are not delivering the experience your customer wants.
Retailers can strengthen loyalty by:
-
resolving service issues quickly
-
making it easy for customers to provide feedback
-
recognizing loyal customers
-
personalizing communication based on customer behavior
-
improving operational consistency across locations
When customers consistently have positive experiences, feel heard, and receive relevant engagement, loyalty increases naturally—without sacrificing margin through unnecessary discounts.