To Maintain Customer Loyalty, You Have to Listen

InMoment’s SVP of Customer Experience Strategy, Brennan Wilkie, highlights the key findings from the 2018 Retail Trends report including the state of loyalty, the importance of trust and brand experience.”Many brands jump to the false assumption that they “know” their customers because they monitor their digital behaviors. And while this data can provide important insights, the only way for brands to bridge from insights to true customer experience intelligence is to actively engage their customers in ongoing conversations wherever, whenever and however those customers are sharing their experiences.”

Read more at TotalRetail

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