How To Increase Brand Loyalty By Merging Online And In-Store Retail Experiences

BILL FRIEND | March 21, 2019

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Once brick-and-mortar retailers caught on to the online shopping phenomenon, it was only a matter of time before the system unraveled to become even more complex for meeting demands. The “perfected” method of the retail experience is still one area where I believe many retailers are falling behind in terms of bridging in-store and online operations. In order to both enhance shopping experiences and maintain expectations, retailers should consider deepening their relationship with technology. Simple measures such as click-and-collect options (something we leverage in my company's platform but that retailers can implement independently), refining store layouts and perfecting communication models can dramatically increase profit margins. If retailers adopt these practices efficiently, consumers could become repeat, loyal customers.

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