Discussion: Rethinking your customer retention strategy

Our next Retail Leaders Forum discussion focuses on customer retention and how to start rethinking your strategy when so much has changed.

While there is much discussion around loyalty programmes, simply persuading an existing customer to buy again is a challenge for many multi-channel businesses. We’re in unchartered waters, without the usual reference points to plan for the coming season, continued business uncertainty, and a changed consumer mindset.  Many business rules have changed, and multi-channel retailers must rethink their approach and work harder to keep customers.

We’ll discuss data’s critical role in helping you understand and react to customer behaviour so you can shape effective retention strategies for today’s environment. We’ll also offer advice on relearning your retention approach based on our experiences and current work with ecommerce businesses, including

• How best to measure customer retention
• Techniques to employ to encourage customers to purchase again
• Using data intelligently to tailor your customer communication strategies

You will also benefit from tapping into the forum attendees’ shared experiences and finding out how different businesses are approaching customer retention.

As always, David Lockwood, Co-Founder and Insight Director of Tapestry, will lead the discussion.  

To ensure every Retail Leaders Forum is as interactive as possible, spaces are limited to 20 places and available on a first-come, first-serve basis.