Today’s shoppers have high expectations — and understandably so. In the digital age, online shopping and same-day delivery have set the bar high for speed, convenience, and efficiency. Now, the last thing customers want are long wait-times, difficulty finding things in-store, or the inability to use the payment method of their choice.
Up against industry giants like Walmart and Amazon, brick and mortar retailers face unique challenges to meet customer demands for convenience and connectivity across platforms. But by recognizing customers’ new priorities with a personalized, flexible, and secure shopping experience, retailers have the chance to build lasting relationships with their customers.
The key ingredients to building and sustaining customer loyalty? Let’s find out.
Create a personalized shopping experience
Building a relationship with customers begins with understanding who they are and what they want. If a customer is dairy-free, for example, they don’t want to see targeted ads for the best milk and cheese products at their local grocery store. However, if they see an ad for a new flavor of non-dairy oat milk, they will feel seen and heard as an individual with unique needs.
In fact, a survey by Mckinsey showed that 80% of customers have grown to expect and desire personalized experiences from retailers. This new expectation means retailers have had to adjust quickly. With a Swiftly-powered app, you can drive brand loyalty easily by guiding customers through the planning, purchasing, and post-purchasing stages of the grocery loop while providing personalized promotions, coupons, and ideas along the way. Personalizing the shopping experience pays off too — considering Swiftly customers spend 1.5x more than the average shopper.
Offer flexibility in payment and shopping models
Though ecommerce giants have revolutionized the way people shop, 48% of consumers still prefer to shop in-person. That said, it’s increasingly important that customers are able to shop on their terms, with flexibility in how they shop, pay, and more.
Connecting with consumers requires understanding what works best for them and their needs. With a Swiftly-powered mobile app, shoppers can choose their preferred experience, whether it’s buying online and picking up later, arranging for curbside pickup, or using a mobile device in-store to build shopping lists, find deals, and mobile pay.
Giving customers flexibility in how they pay is another important part of delivering a seamless shopping experience and driving brand loyalty. Enabling shoppers to use digital wallets or mobile self-service checkout makes checkout more efficient — and leaves customers more satisfied.
Retailers and brands can also use Swiftly’s digital platform to track in-store purchases and tailor mobile advertising to the individual shopper. Built-in rewards can be automatically applied as shoppers scan item UPC codes with their phones — encouraging shoppers to come back again to redeem rewards.
Today’s shoppers don’t want to be taken advantage of — especially when it comes to their data. Though they still want to see ads that speak to their wants and needs, they also believe that third party cookies are a violation of privacy.
In fact, a McKinsey survey on consumer data protection found that 87% of respondents would not support a company with questionable privacy practices. A Swiftly-powered app allows retailers to use shopper data collected on your app, including what shoppers have put in their carts in the past, what brands they like, how often they shop, and more, to show personalized ads that recognize their needs without compromising their privacy.
The bottom line? Building brand loyalty is about establishing a connection. When you customize your shopping experience, offer flexible solutions, and prioritize personal privacy, you show your customers that you care about them — and make them want to return to your store time and time again.
To learn more about building and sustaining customer loyalty, contact Swiftly today.