As retailers prepare for the crucial holiday shopping season, many could be driving customers away by promoting irrelevant products, failing to build customer relationships through intelligent follow-up, and ignoring consumer preferences on end-to-end order tracking. Here’s a look at why 74% on online retailers fail to build customer relationships that drive repeat purchases.
Last holiday season, online retailers focused on streamlining the shopping experience so consumers could more easily find what they were looking for. So how can retailers build on this momentum? By taking the customer relationship one step further and getting inside the customer’s inner circle of trust as one of their “best friend brands.”
Your customers are not machines. You can target, track and acquire them, but you’re still dealing with conscious, emotional organisms. So how do you honor your customer’s humanity? In a world overloaded with choices, content and reviews, in what practical ways can you guide how customers relate to your brand?