5-6 Jun 2023
ICC SYDNEY, DARLING HARBOUR

Session Information

6-Jun, 13:30 - 14:00

Is Customer Loyalty Dead in Retail or Just Resting?

Theatre 1

There’s banter abound in today’s competitive retail environment about loss of loyalty in favour of convenience. Or is it price? The good news is, customer loyalty isn’t dead. But it does require some serious attention. In a world where personalisation is everything, customers are expecting more from their retail experiences. True loyalty comes from creating a sense of community, not just rewards. It requires a deep understanding of your customers on an emotional level, their needs, motivations and different drivers for shopping at your store over another.

Retail Doctor Group Chief Operating Officer and Head of Consumer Insights Anastasia Lloyd-Wallis will help you understand your customer to build loyalty beyond the transaction. She’ll cover interactions on their entire journey with you so you’ll leave this session knowing how to build an experience that has them walking past your competitor to shop with you.


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