Is Loyalty Really Dead? New Research Explores CX Trends in Retail

In the age of what McKinsey & Co. calls the “experience economy,” retailers are faced with a unique challenge: provide innovative products and services while also creating and maintaining a customer experience that keeps customers both trusting and loyal. As we all know, however, fostering this kind of relationship is more than just a little complicated.

In order to help retailers understand the current state of trust and loyalty, customer deal-breakers, and the overall retail customer experience, InMoment surveyed 1,300 U.S. consumers to develop the “2018 Retail CX Trends Report: Trust and Loyalty in the Experience Economy.”

Tune into this exclusive webinar where we’ll discuss the three major themes of our findings and what they reveal about how retailers can tailor their customer experience to what actually matters for customer loyalty today.


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