Four pillars of customer loyalty - Fresh Relevance loyalty forecast

Fresh Relevance Loyalty Forecast 

In this era of one-click immediacy paired with an abundance of choice, it's increasingly challenging to define what makes the shopper keep coming back for more. 

We commissioned YouGov to gain critical insights straight from consumers' mouths about what they want most from retailers in exchange for their loyalty. Our report breaks down the top four pillars along the shopping journey that create repeat customers:

  • Convenience
  • Experience 
  • Services
  • Marketing Communications
See what's inside:

In this era of one-click immediacy paired with an abundance of choice, customer loyalty is fleeting and it’s increasingly challenging for marketers to define what makes the modern shopper keep coming back for more. With the tiniest inconvenience souring a shopper’s overall perception of a brand, marketers are challenged to not just meet, but exceed all customer expectations across their path to purchase.

From providing 1-2-1 personalization on a level that resonates with shoppers and doesn’t come across as creepy, to striking the right content and cadence of marketing messages to generate revenue without over-emailing subscribers – brands are tasked with a marketing Catch-22. Faced with a multitude of potential marketing channels and tactics to earn customers’ loyalty, it’s nearly impossible to discover what really works.

The Fresh Relevance Loyalty Forecast breaks down the top four pillars along the shopping journey that create repeat customers - Convenience, Experience, Services and Communications - to provide critical insights (straight from consumers’ mouths) to marketers about what they want most from retailers in exchange for their loyalty. A little bit goes a long way for shoppers, so it’s vital to be buttoned-up across all of these primary areas. Once you surpass the hurdle and make customers feel valued, the ROI will be undeniable.