Today, retailers are finding that the best way to build retention and loyalty is through becoming a customer-centric company, and they're using emerging technology to help.
Hear from top e-commerce executives about how their brands are focusing on the customer:
One of the best ways to retain customers over time is to listen to them, and Poppin is maintaining two-way communication through live chat.
Our LiveChat feature is the top way that we interact with potential new customers. Approximately 71% of our business customers interact with one of these agents prior to making a purchase. LiveChat makes up about 80% of those interactions.
— Zack Abbell, Senior Director of E-Commerce
With the ability to use new technology enablers to personalize our offers and therefore grow usage and adoption over time, we believe loyalty has the potential to be a driver of visits and transaction size in a significant way over a long period of time.
— Kevin Mansell, CEO
Customers can use the video to go back and look at the tutorial for how to use the beauty products. It solves a real problem for the customer. It also solves problems for my brand associates. They have this amazing clientele. She can go review a session and record all the products that were tried during the session.
— Scott Emmons, Head of the Innovation Lab
Customization is taken to a new level at Ivyrevel, where shoppers' daily habits and activities are monitored to create a one-of dress.
You install an app on your phone, and select why you need the dress. The technology is able to learn from your activities. It understands what you love to do and where you love to go. It gets to know you a bit better. It translates all of this into a dress with a unique personal story to it.
— Kenza Zouiten, Co-founder
Many consumers are attracted to "see now, buy now" as fast fashion has its moment in retail. Nordstrom took notice and is attempting to keep their products fresh.
Customers are much more interested in buying now and wearing now. The idea that she would buy something and then put it in her closet for a couple of months until the weather changes — that has changed a lot over the years. And it’s not a great scenario for us.
— Pete Nordstrom, Co-president
In a webinar with Forrester, we discussed how to build better shopping experiences by placing their customers at the core of their digital strategies. Discover how retailers are gaining actionable insights, personalizing mobile moments, and increasing retention.