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The Shopper Experience Impact on Loyalty

March 29, 2012 by Newsfeed Editor  

consumer-goods

What if you could say to your manufacturers and retailer clients that your services help to enhance the customer experience? Would that be the ultimate selling point? According to a new report by the Temkin Group, as reported on by Drug Store News, the customer experience is highly connected to loyalty for stores and brands around the globe. Another source for key trading partner viewpoints is the Manufacturer/Retailer Connection Session slated to take place at The Retail Merchandising and Marketing Conference (RMMC) that will be held April 14 – 17, 2012 at Saddlebrook Resort near Tampa.

“The ROI of Customer Experience” study covered 18 industries and found that the retail industry stands to gain the most from making improvements to the customer experience. The study showed that even a modest improvement can generate 15 to 30 percent gains over a three year period. These gains are found in the willingness of consumers to buy more products, the reluctance of consumers to try another store or brand and the improved chances of consumers to recommend them to friends and colleagues.

The members of NARMS are all about improving the customer experience. The ability of consumers to find their favorite brands in-stock, with promotional material like permanent or pop-up displays and signage in optimal locations increases the chances that brands will retain and enhance loyalty and market share. Well executed demos and product samplings not only get the consumer to seek trial of a new product, but also deliver a strong brand stamp to the complete shopping experience. Boots on the ground are vital to provide decision makers with shelf-level data, delivered by advanced reporting systems, so they can constantly make quick observations and adjustments at store level.

A copy of the Temkin Group report is available for a fee by clicking here. You can also gain key trading partner insight by attending The Retail Merchandising and Marketing Conference (RMMC) and the Manufacturer/Retailer Connection Session. The agenda and conference registration, as well as sponsorship and exhibitor opportunities for the 2012 RMMC are available now at the Conference Center on www.narms.com. #RMMC560

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