According to NRF.com, a recent research study by Kurt Salmon, a global management consulting firm, says that consumers feel a personality connection to the stores they enjoy shopping in the most.
Kurt Salmon’s Retail Strategist Amy Klaris offers tips on how to take advantage of this finding, including creating emotional relationships with consumers, developing a strategy, multichannel retailing solutions and brand differentiation.
Klaris says executing the customer experience strategy across all points of interaction and channels is important and will define the brand experience for the consumer.
Klaris says retailers using this approach are seeing results and the benefits of having a successful customer strategy are apparent. The study showed that 64 percent of shoppers expressed said they “loved” a particular retailer versus 34 percent that “liked” a certain store.
