Seventy-four per cent of all retailers – and 88% of online only retailers – are prioritising investment in customer loyalty and retention programmes this year – but, if retailers think they can buy loyalty, they are missing the point, argues Steve Rivers.
* Steve Rivers is the Managing Director of Intelligent Reach, and a founding member of Eccomplished.*
Recent research by Eccomplished of 100 of the UK’s top multi-channel and online only retailers highlights customer loyalty as the highest priority investment....