Cultivating customer loyalty today is different and more challenging than in decades past
- People are more cautious about spending money—and expected to spend less today than they did a year ago.
- Competition for their attention is fierce, and armed with social media, they are more empowered than ever.
- Instant access to information has decreased their tolerance so that one negative interaction can cause them to take their business elsewhere.
- They expect a uniform brand experience. Whether they’ve shopped in your store, purchased from your website, or engaged with your business via mobile or social channels, they expect you to be aware of every interaction they’ve had with your brand.
This dynamic terrain is challenging, but it also holds enormous potential.