New normal loyalty – it’s loyalty, but not as we know it
Shoppers digital demands have shifted and accelerated during lockdown. James Smithdale, co-founder and CEO of pqCode, outlines how brands and retailers can revitalise loyalty to boost footfall and grow customer lifetime value at this crucial time, with three emerging trends defining next-generation loyalty for retail’s new normal. Before lockdown, younger customers were already demanding digital … [Read more…]
Retailers: do you really know your CS from your CX?
Katharine Biggs, Content and Marketing Manager at parcelLab, offers insights from ‘The impact of Covid-19 on customer experience in retail’ whitepaper to outline the major differences between customer service and customer experience, and looks at how successful brands who have invested in CX have reaped a wealth of rewards.