With the global online retail market topping $3.4 trillion in sales in 2019, customer loyalty in eCommerce has never been more important—or more difficult.
It’s no secret that upping the number of return customers can increase brand awareness and reduce the cost of acquiring new customers. But, in a world where customer support speed and convenience mean everything, brand loyalty can be slippery at best.
Not to mention, online customer retention is much harder than it is for brick-and-mortar businesses. Why? In-person stores have more opportunities for personalized service and to build relationships with staff members—although COVID-19 is certainly changing