29th Nov 2018

What do customers want from their retail relationships?

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Time to stop wooing your customers with jewels.

With the high street in a state of flux, and Amazon dominating ecommerce, UK retailers are experiencing one of their most difficult periods for decades.

In this webinar, former head of CX at Sainsbury’s, Clare Muscutt and InMoment’s director of CX strategy, Simon Fraser discussed the future of the UK retail sector.

Simon Fraser exclusively revealed findings from InMoment’s latest annual Retail CX Trends Report and what customers really want from their relationships with retailers.

A sneak preview of what the research included:

  • Why customers don’t always want one-off ‘moments’ in the form of jewels and gifts to stay loyal, and that authenticity and trust are more important.
  • That an even balance of reason and emotion is vital when building relationships with UK consumers.
  • Why unconditional loyalty is a myth, but younger customers aren’t as disloyal to brands as we think.

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