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Online retailers have experienced unprecedented levels of customer acquisition during the pandemic. ASOS, for example, grew active customers by 3.1 million. This story was repeated across growth retail segments including home and garden, electricals and grocery.
Customer loyalty is a key battleground as retailers fight to retain their new customers. But market-leading loyalty is more than just discounts; it’s about creating experiences that keep customers engaged, happy and coming back for more.
Here we outline five ways that retailers can create experiences designed to grow customer loyalty.
Download the Three Pillars of Loyalty report for more
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Post-pandemic, online retail brands will need to pivot from customer acquisition to retention to capitalise on the increase in online shopping and drive customer lifetime value. Enhanced customer loyalty is a highly effective way to achieve this.