Retail surgery: Boosting customer loyalty post-Brexit

There are no two ways about it; 2017 is set to be a challenging year for retailers up and down the country.

With Brexit on the horizon, there’s still a great deal of uncertainty about how the changing economic landscape will play out. But, one thing is becoming clear – as prices rise, consumer loyalty is likely to dip as a result.

For online and high street retailers alike, this means that the race is on to become more competitive, as brands will need to work harder to stand out from the crowd and attract all-important sales.

So, what can retailers do to overcome current challenges to customer loyalty?

Implementing smart delivery strategies is an important part of the answer. Facing increasingly competitive European retailers here in the UK after Brexit, local deliveries can help British brands create a much sought-after point of difference.

On the Dot chief executive Patrick Gallagher says: ‘‘Delivery is something that retailers can lean on when they want to drive their competitive advantage.

“When it comes to boosting loyalty, retailers should look at ways that they can offer top-quality fulfilment for their customers.’’

One way of doing this is by focusing on giving customers the ultimate convenient experience.

‘‘In our 24/7 world, consumers expect brands to give them products and services that are convenient to them and delivery is a huge part of this,” says Gallagher.

“Today, when customers order goods online they want delivery options that work around their lives, whether that’s a same-day or specified-hour service.

“Consumers are increasingly making purchasing decisions based on delivery experiences, so retailers can truly put customers at their core by offering this level of choice and convenience.’’