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Post-COVID Loyalty Strategies: Keep New Customers, Perfect Data Collection and Act on Every Insight

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Post-COVID Loyalty Strategies: Keep New Customers, Perfect Data Collection and Act on Every Insight

Shopper loyalty will become more important than ever as retailers reopen under the next normal. Retailers need to reconnect with shoppers who have been cooped up for over a year, and their time inside and associated ecommerce experiences have redefined their expectations.

As a result, retailers have seen a significant shift in where and how consumers shop. They will need to bring back former customers who looked elsewhere while simultaneously holding on to new fans, which means rethinking loyalty from the point of data collection to the moment it powers an interaction.

This Retail TouchPoints report will look at how loyalty has changed during COVID and what that means for customer interests and desires, including:

  • Hanging on to new customers: The past year has changed much, and retailers need to understand both why some customers strayed and what attracted others to the brand;
  • Creating a unified view: Shoppers will no longer put up with personalization failures, so retailers need to make sure their loyalty propositions actually offer value;
  • Perfecting data management: Getting data collection and privacy protection right is as much a part of generating loyalty as putting that information to use; and
  • Making sure the shopper comes first: The goal of all loyalty initiatives is attracting customers, so these efforts must be designed from the ground up with them in mind.

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