Webinar Recap - Conversion, Loyalty, and Repeat Visits - TruRating: Customer Feedback Solution

April 30, 2022

Webinar Recap – Conversion, Loyalty, and Repeat Visits

This month’s webinar focused on Conversion, Loyalty, and Repeat Visits. Our Chief Data Officer, Gareth Johns, highlighted the three main areas to achieve customer loyalty, sale conversion, and repeat in-store and online visits.

This month’s webinar focused on Conversion, Loyalty, and Repeat Visits. Our Chief Data Officer, Gareth Johns, highlighted the three main areas to achieve customer loyalty, sale conversion, and repeat in-store and online visits.

Customer Experience

This is a reoccurring theme, although it is vital for success. Customer Experience is tied to the customer’s interaction with store associates. Hiring individuals who allow the customer to feel comfortable will lead to repeat visits. The staff reflects the store. Giving your customers a remarkable experience makes them more likely to buy more and return.

Reasons to Return

Another way to drive customer loyalty is to create a reason to return outside of the shopping experience. Many stores find ways to build community with their shoppers or provide other services that allow their customers to do multiple things in one location.

“There are athletic stores that set up running programs, there are bookstores that have readings by authors, or convivence stores that have a post office with parcel pick up or parcel drop off,” said Gareth Johns, TruRating Chief Data Officer

One of our retailers worked with a gaming center to bring that added value and give their shoppers a reason to return outside of their products. They used our solution to ask the question, “Have you visited the gaming center next door?” to their shoppers. We found out that the customers who answered ‘yes’ returned to the store three times during the quarter.

Loyalty Programs

“The danger of loyalty programs is that they are designed with the loyal customer in mind,” said Johns.

The type of loyalty programs can determine conversion. The key is the loyalty benefits need to kick in early for the customers to return. The true value of a loyalty program is if it can get the customer to make a second or third visit. Once they return multiple times, their store experience, paired with interactions with the store associates, will keep the shopper coming back.

Do you want more? Watch the entire webinar and stay tuned for our upcoming webinars.

Webinar On-Demand:

April 11, 2024

CX is dead, long live CX. Why the next generation of retail leaders need to embrace Open CX.

March 28, 2024

Webinar | The launch of Open CX with guests Fortnum & Mason

Customer experience in retail just isn’t working. You’re hearing from your angriest 1% of customers. They’re skewing your decision-making and not helping generate ROI. And worst of all: they still go online and trash your business. During exclusive webinar, we unveiled a better way of doing things: Open CX.

March 26, 2024

The Open CX Manifesto: Welcome to Customer-Centricity Made Simple

You feel it, right? The current approach to customer feedback is fundamentally broken. You’re only hearing from your angriest, loudest customers. They’re making you chase after issues you can’t quantify. And after all that – these customers can still go online and trash your business. Whatever department you’re in – from ops to CX – it seems being customer-centric is a lot harder said than done.

March 23, 2024

5 takeaways from Shoptalk 2024 – POS feedback, retail media, and the rise of Open CX

TruRating hit Las Vegas last week for Shoptalk 2024, the annual gathering of retail and CPG leaders. Our CEO Georgina Nelson took to the stage to unveil Open CX, a new, better way to do customer experience. And unlike the old Vegas motto, we’re going to tell-all about what happened there…

March 6, 2024

How to measure your retail media network and deliver better insights to CPGs

In 2024 more and more CPG brands are looking to retail media networks to plug a gap in their advertising strategies. But as we explored in this blog on CPGs and retail media networks, retailers need to do better at delivering the right kind of data to their partner brands.

February 22, 2024

CPG marketers are focusing on retail media – but here’s what they want from retailers first

News flash: advertising is going through a difficult time right now. While it won’t come as news to CPG marketers that the old ways of reaching customers aren’t cutting it anymore, there’s reasons to be positive. And it’s all to do good-ol’ dependable bricks-and-mortar stores. In our recent webinar with Bryan Gildenberg, of CPG Guys podcast fame, we broke down a few of the things shaking up retail advertising right now, as well as the benefits of retail media.