Retail personalization, AI, among others help satisfy customer expectation & drive brand loyalty. Here are a few customer care trends for brands to consider.

1. Retail Customer Care Trends: Driving Loyalty
by Enriching Customer
‘Customer is the king’. Surely, a lot of brands and retailers live by this mantra these days. Just
like retail personalization, more the quality of personalized care, and assistance provided to
customers, higher the chances of attaining customer loyalty for life. Brands and retailers know
for a fact that elevated levels of customer care can yield significant profits for a long time. In
more ways than one, the kind of customer experience that customers are subject to depends on
the quality of the customer care service that has been provided to them.
As per data from the ‘Harvard Business Review’ report, one of the most crucial factor for driving
customer loyalty is ‘reduced customer effort’. The customers who enjoy the best experiences are
likely to spend 2.5 times more than the others. Retailers who can provide the best customer care
service to the customers – in terms of it being fast, convenient, and, seamless, stand the best

2. chance of acquiring competitive advantage. Here are a few customer care trends that help
enhance the customer experience and drive loyalty.
Artificial Intelligence – Saving time for Customers and driving Brand Loyalty
The concept of artificial intelligence in retail has been reverberating for quite some time. Slowly
but surely, it has developed into a massive technological force that is redefining the face of retail.
At least with regards to customer care it is. Customers expect quick fix when it comes to solving
basic problems and inquiries. Artificial intelligence enables retailers to provide this solution in
the quickest and most convenient of ways through the ability to replicate human intelligence.
Retailers can resort to AI to solve the basic problems of customers such as product and billing
inquiries, order status, etc. The most common use of AI that retailers can make is by
implementing the use of chatbots.
Besides, implementing AI technology makes a lot of sense. Not only is it fast, but it’s also cost
effective. Deploying human resources for solving basic customer problems does not guarantee
pace, and can be unnecessarily expensive, not to mention cumbersome. For brands implementing
this technology for the first time, it would be wise for them implement AI automation for the
simple and basic tasks first. The human deployment can be done for more complex operations.
Overall, AI can help brands exceed customer expectation by delivering excellent customer care
service and lay the foundation of long term brand loyalty among customers.

3. It's the Mobile Age – Customers love to Text
The role of mobiles in shopping is not a secret anymore. The amount of mobile phone usage in
the world just continues to increase. It’s obvious that customers would love the customer care
service to be well integrated with their mobiles. That too, through texts to be precise. There is a
consensus among customers that texts are way quicker over phone calls or via computer for that
matter. Customers tend to lose patience and get frustrated if they get stuck over the phone.
Retailers should look to communicate with their customers through text messages as it is
convenient, cost effective, and less time consuming. Writing emails or attending multiple calls at
the same time have a lot of time and cost attached to it, and can often lead to unsatisfactory
results. According to eMarketer, 44% customers would like to text a retailer for customer care as
it’s less time consuming, while 42% would do the same as they feel that it’s way more
convenient than making a call. The more convenient and fast the customer care service, the
easier it is for brands to establish customer loyalty. Brands & retailers will look to enhance the
customer care experience of their customers by communicating with them through mobile texts.
Retail Personalization – Ensuring customer-satisfaction through personalized
customer care strategies
Customers crave personalization before, during, and even after their purchase. Retail
Personalization is the big key to big fortunes as far as brands and retailers are concerned. Even
when it comes to customer care service, customers can do with a bit of personalization. Brands
should understand that every time a customer tries to contact them for customer care service, it’s

4. basically an opportunity for them to acquire them for life. Brand loyalty can be easily achieved
through this trend called personality pairing.
Both the customer and the retailer/brand hopes for an easy and positive interaction every time
the customer care executive talks to the customer. The chances for this to happen is expedited
with the help of this personality-based call routing software. This essentially connects customers
to those executives who can perfectly complement them in terms of their personality, tone of
voice, mood, language, etc. The perfect match is made by the virtue of a vast number of
behavioral algorithms. Basically, no two customers who differ in personality, query and needs
will be connected to the same executive. In this way, personalized service can be delivered to
every customer who calls for service.
Read morefor Updated Information on Retail Analytics, IoT, Big Data, Customer
Analytics, Brand Management, and Proximity Marketing Solutions.
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