The Trends Driving Customer Loyalty – findings from new Amex research
Building sustained customer loyalty is the holy grail for any retail brand. It gives a compelling and continued competitive advantage, yet it’s also notoriously elusive and can be easily lost.
It’s tougher than ever to achieve this given the current economic environment, as shoppers prioritise and flex their spending. What’s more, retailers face fierce competition for share of wallet as technology revolutionises shopper journeys both in store and online.
New American Express research delves deeper into the current themes impacting customer loyalty.
We surveyed 2,000 UK consumers for their views on what makes them more or less loyal to retailers, looking at topics such as personalisation, customer experience and the importance of loyalty schemes. Key findings are featured below
View the latest Trends Driving Customer Loyalty pdf.
In partnership with Retail Week, American Express has also produced a new report Lessons in Loyalty: How to turn customers into advocates which features additional insights from a number of top industry executives – read the full report here.
Our focus at American Express is on supporting retailers large and small in building a loyal customer base. We understand that by delivering best-in-class customer experiences through targeted offers and shoppers for their spending, we can help them navigate a complex landscape and drive future success.
