Customer Loyalty is Everything (But Not in the Way You Might Think)
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Redefining Customer Loyalty
The report showed that customers can be loyal to traditional retailers, even as online pure-plays are redefining the shopping experience, as long as the retailers in question can offer a comparable standard of convenience and even enhance the options available to their customers. Cross-channel fulfilment is central to this. Nearly half of consumers (47 percent) use in-store pickup to avoid online shipping costs, a quarter pick up in-store to avoid the wait, and a further 10 percent simply find in-store pickup more convenient than having items shipped to their home.
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- People:
- Peter Drucker
- Places:
- US
Stefan Schmidt
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