Changing Retail Business: Improving Customer Loyalty

Today, China Chain Store Association and pin Cheng Bao Lai company jointly released "2014 retail customer loyalty research" report shows that the rapid development of Internet related technology and application makes consumers divert to online retail channels. In addition, the popularity of the Internet and smart mobile devices has brought about new changes in consumer demand, consumption habits and consumer behavior.

Therefore, how to establish customer loyalty more effectively has become the main challenge of physical retailers.

The retail loyalty management environment is changing, the report said.

First, the diversification of retail channels is becoming more and more competitive, especially in the fact that retail channels are full of challenges and the retail outlets are booming.

The two is the profound change of the consumer pattern, which is embodied in two aspects: the concept and the behavior.

In terms of concept, new features include more mature consumption concept, more emphasis on emotional needs and personalized appeals, higher demand for convenient consumption, and increased demand for shopping experience.

In terms of behavior, shopping habits are more smart, trading cycles are shortened, online shopping habits are strengthened, mobile shopping patterns emerge, and self expression desire is stronger.

The report also points out that there are some misunderstandings in the market, including customer satisfaction.

Improving market share is equivalent to improving customer loyalty and reducing sales promotion as a key means to improve customer loyalty.

In this regard,

It is pointed out that establishing customer loyalty is an important means for retailers to gain competitive advantage.

In addition to adopting common traditional methods, retail enterprises should also actively use the fruits of technological development to attract customers and improve customer loyalty through innovative ways.

In terms of traditional means,

First of all, we should pay attention to basic capacity building, do the most basic things, and continuously shape a good corporate image.

For example, keep the store clean and tidy, create comfortable shopping atmosphere; strictly control product quality, ensure food safety; do inventory management well, keep stock in stock; optimize store layout and merchandise display; provide quality customer service and enhance customer satisfaction.