How can digital transformation improve and increase retail Customer Loyalty?

How can digital transformation improve and increase retail Customer Loyalty? The future of the retail industry will be defined by the loyalty of its customers. That is why in our report entitled “Retail Redefined: How understanding the digital divide between Baby Boomers and Generation Z can shape the industry’s future”, we set out to look at what dictates, defines and retains consumer loyalty in 21st century retail. Through an online survey carried out by YouGov, we questioned a total sample of more than 2,000 over-55s and 16-20s taking their pulse on a variety of issues, from customer loyalty and engagement to data collection or in-store experience and their hopes for the virtual high street of tomorrow. However, when it comes to customer loyalty, we know so many factors can influence it; price, brand name, emotional connection, familiarity with a product or service, a recommendation by a friend or social influencer, the ease of the status quo and a simple fear of change.

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