In a competitive market, attracting new customers is significantly more expensive than retaining existing ones. Too often, retailers focus their efforts on acquisition rather than retention. Discover in this article an innovative approach that is gaining ground, and benefit from Lizee's expertise.
The 3 pillars of customer loyalty
1/ Engage your audience on social networks
Social networks offer a direct connection with customers. According to a recent study, 46% of consumers prefer to contact a company via instant messaging rather than e-mail. This preference underlines the importance of an active, reactive presence on these platforms.
2/ Deploying high-performance customer service
Responsiveness is crucial. Customers expect a response within two hours of their request. Effective customer service can turn a simple interaction into a positive experience, strengthening brand loyalty.
3/ Offer a memorable in-store experience
The atmosphere at the point of sale plays a decisive role in the purchasing process. A pleasant experience encourages customers to spend more time in-store, increasing the chances of conversion and loyalty.
Innovation: the second-hand market
Beyond these classic strategies, an innovative approach is emerging: the integration of second-hand goods into retailers' product ranges.
The rise of second-hand
The second-hand market is experiencing significant growth, extending beyond the textile sector alone. With 20 million French people buying second-hand products, this segment represents a major opportunity for retailers.
Integration of a second-hand offer in physical stores
Installing a dedicated second-hand corner in traditional stores offers several advantages:
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- Offer diversification
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- Attracting sustainability-conscious customers
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- Adding value to product returns
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- Generate additional income
Loyalty and the circular economy: benefit from Lizee's expertise
This approach enables us not only to retain existing customers by meeting growing demand, but also to attract new customers who are sensitive to environmental issues.
Building customer loyalty in retail requires a multi-dimensional approach. While classic strategies such as engagement on social networks and improving the in-store experience remain essential, integrating innovative solutions such as second-hand or rental can offer a significant competitive advantage. By adopting these approaches, retailers can not only strengthen customer loyalty but also open up new sources of revenue in a constantly evolving market.
