Retailers have been challenged to meet modern customer service expectations centered on a consistent experience, regardless of touch point or sales channel. Yet meeting this challenge by fostering loyalty and the effective use of promotions goes beyond delivering a baseline of excellent service to every single customer.
The effective use of loyalty programs and promotions provides the opportunity for true competitive differentiation with a retailer's most highly valued customers. This Best Practices document is designed to assist technology buyers in making a business case or improving upon a current business case for technology to support an omni-channel loyalty and promotional customer strategy.
"Above all, retailers should look to how technology can enable them to start applying and fostering loyalty everywhere, embedding added value into every facet of the customer experience," said Miya Knights, senior research analyst, IDC Retail Insights.