In retail, brand power is about more than being well liked. When surveyed, only 29% of customers have consistently high expectations of a retail brand they recently shopped, despite 75% of them saying it’s a brand they like. Low customer expectations across the sector means easy market penetration and customers more frequently switching brands. Companies like Amazon, Zappos and First Direct change expectations and therefore secure loyalty for the long run. How can retailers raise those expectations?
For retailers, the in-store experience is a key touchpoint that affects customer loyalty in the future. In-store impressions play a huge role in the customer experience, contributing to the goodwill a customer feels toward a brand.
Read full article by Kalina Janevska, Head of Customer Experience- UK>
