The Customer Is The Channel

The customer-centric blog of Linc Global

All Posts

2019 Holiday Survival Kit: Use Holiday Service as a Loyalty Builder

 

The bar is moving higher for what constitutes standout service. Self-service content and smooth interactions across touchpoints are now considered must-haves for merchants; with them, customers’ expectations are fulfilled, while without them, brands risk falling behind.

To truly differentiate themselves, merchants must move beyond addressing existing questions and concerns to provide the content, products, and offers shoppers haven’t yet discovered. By anticipating customers’ needs, brands can prove their relevance and expertise, winning not only sales, but earning credibility and loyalty. 

The holidays are a particularly ripe opportunity to begin building these long-term relationships. Prior to the 2018 holiday season, Deloitte found that although shoppers anticipated 77% of their gift spending would be with brands they already knew, fully 75% were willing to try a new retailer. Service-oriented factors such as better shipping policies, positive reviews, and recommendations help convince these potential new customers to try new outlets during the season, Deloitte found -- and proactive service throughout the season can convince them to return. 

To stay ahead of shoppers’ needs, merchants should combine personalization techniques with customer service messaging and loyalty club offerings to provide inspiration, foster trust, and earn loyalty. 

You can learn more about the customer experience and how automating the shopper experience can engage your customers at every touchpoint by exploring Linc’s platform and solutions pages. Or take a look at how leading brands like Lamps Plus, JustFab.com and others are using an automated shopper experience platform as part of their customer experience strategies in their businesses today, in our resources page.



Related Posts

2020 Trends in Customer Experience- Two-Way Conversations Flourish

The Internet has not only increased the importance of customer service as a differentiator; it’s changed altogether the way shoppers and brands interact. Whereas in the past sellers relied on mass communication to communicate offers and announce new products, with a single “800” number -- or even simply a mailing address -- available to field customer service inquiries, now customers expect to have an active voice in conversations with brands. 

2020 Trends in Customer Experience- Service is the Secret Sauce

  Over nearly three decades, Internet shopping has ushered in many changes to the retail landscape -- one of which is that a growing number of product categories are now commoditized. Whereas previously, shoppers wishing to comparison shop had to travel physically to other stores, or seek out new catalogs, now it’s easy to find multiple sources for even hard-to-find or niche products, all with a tap on a smartphone or click of a mouse..

2019 Holiday Survival Tips For Retailer's: Spotlight loyalty club holiday perks

  Loyalty rewards programs that give shoppers perks based on spending are widespread and popular. More than 7 in 10 consumers belong to at least one loyalty rewards club, according to Forrester Research, with most participants holding an average of nine memberships.