Build loyalty and bigger baskets: winning strategies for your CX program and store

A striking 79% of consumers report a strong relationship with their favorite brands, whether through memberships, loyalty programs, or branded subscriptions. These loyalty avenues pay off, enabling customers to deepen their loyalty and investment. Retailers, particularly in the grocery, general retail, and consumer goods sectors, who invest in customer experience (CX) programs can prevent customer churn, which is crucial as 77% of customers withdraw loyalty more quickly than they did just three years ago. 

CX programs build brand loyalty for you 

Everyone wants to be heard. Offering customers the opportunity for unbiased, reliable, and authentic feedback opens doors to innovation and trust. Once established, this trust leads to genuine connection and reciprocity, forming the foundation for lasting loyalty and engagement. Understanding and addressing customer needs through effective CX programs can transform casual shoppers into loyal brand advocates, whether in the grocery business or general retail. 

The many faces of CX programs 

There are numerous ways to launch your CX program with instant feedback kiosks and analytics tools like those offered by HappyOrNot. Many businesses use such kiosks, enabling customers to offer feedback in seconds and granting businesses access to immediate insights. Additionally, this can also be complemented by other methods, such as: 

• Direct surveys (via email or telephone) 
• Incentivized and authentic online reviews 
• Personalized reward programs and offers 
• Gamification through point systems 
• Frequent discounts and sales 
• Local or niche promotions and activities 
• Targeted advertising and engagement posts 
• Tailored email campaigns 

While these tools are powerful, they require both quantitative and qualitative data to be effective. Our feedback solutions fuel your CX program with the necessary data to provide in-depth customer analytics for significant organizational change. 

Many stores, whether in the grocery or general retail sectors, may experiment with one or a combination of these tools. They use insights from HappyOrNot’s customer feedback kiosks to support their strategy to stakeholders over time. 

Making it theirs: the payoff of a well-crafted CX program 

With a CX program in place, you can use data to curate item roundups, special sales, stock changes, and branding steps that meet your customers’ needs and preferences. All of this adds up to a better shopping experience and thus positively affects a store’s bottom line as customers increase visits and the amount spent per visit. If you are running a grocery store or some other general retail outlet, a well-devised CX program will do much to boost customer satisfaction and create loyalty. 

Better experiences and bursting baskets: enjoying the journey to customer brand advocacy 

Through effective CX management, grocery stores, general retailers, and even niche markets can achieve brand advocacy and loyalty. It requires a nuanced approach to customer experience management and tailored outreach. CX programs and kiosk installations are often the first steps in the journey to customer brand advocacy, providing businesses with the qualitative feedback needed to justify and contextualize quantitative observations and brand pivots. 

Transforming customer insights with HappyOrNot  

HappyOrNot revolutionizes the way businesses collect and analyze customer feedback by offering intuitive feedback kiosks that allow customers to express their satisfaction with just a touch, providing retailers with real-time data crucial for making informed decisions. These kiosks are placed strategically in stores to maximize engagement and response rates. The data collected is then analyzed to provide actionable insights that help businesses understand their customers better and tailor their strategies accordingly. 

Businesses can enhance the shopping experience significantly by monitoring feedback regularly and implementing changes based on customer input. This increases customer loyalty and encourages higher spending per visit, driving overall business growth. 

By implementing these strategies and integrating HappyOrNot’s innovative solutions, retailers across various sectors can foster deeper connections with their customers, increasing loyalty and more extensive baskets.