Retail playbook

Retailers Share: How to build better customer relationships

To maintain and increase profits, retailers need to build brand equity and cultivate customer loyalty. This means staying relevant to their target customers while providing them with easy, empathetic experiences. But customer service and contact centre strategies that focus primarily on efficiencies like average handle time or time to resolution don’t help brands get the results they want.

“76% of customers said they’ll continue to do business with a brand that makes them feel appreciated; more than 85% said they’d recommend the brand to friends and family.”

In an age where customer experience matters most, it’s time to shift the mindset of customer service and the contact centre from efficiency to building better customer relationships.

In this playbook, we’ll discuss how to focus more on making sure your customers:

  • Are remembered
  • Feel heard
  • Get what they need