Loek Berendsen 卢克·贝伦森’s Post

🔍 Unlocking the Secret to Exceptional Retail Experiences ✨ As someone deeply involved in enhancing customer experiences, I’ve seen how a memorable retail environment can significantly boost loyalty. Did you know that investing in exceptional experiences can increase customer loyalty by over 60%? This figure highlights just how crucial it is to focus on creating impactful interactions. Here’s why this is important: Emotional Engagement: I’ve found that customers who connect emotionally with a brand are much more likely to stay loyal and advocate for it. Creating these connections is key to retaining customers. Competitive Edge: In today’s crowded market, standing out is essential. A unique and engaging shopping experience can set your brand apart and draw customers to your store over others. Revenue Growth: Based on my experience, customers who are delighted by their shopping experience are not only willing to spend more but also return more often. This means increased revenue and a higher lifetime value for each customer. How can you achieve this? Understand Your Audience: Tailor experiences to resonate with your customers' specific needs and preferences. Innovate Your Store Design: Utilize layout, lighting, and interactive elements to create a dynamic environment. Personalize Interactions: Leverage data to make each customer’s visit unique and special. I’m eager to hear how you’re working to enhance customer experiences in your retail environment. Let’s discuss effective strategies and share insights! #RetailExcellence #CustomerExperience #RetailInnovation #CustomerLoyalty #BusinessGrowth #RetailStrategy #ProfessionalDevelopment

“Beyond Transactions: Creating Experiences That Keep Customers Coming Back” Introduction In today’s retail landscape, customers expect more than just a transaction—they want a memorable experience that makes shopping enjoyable and personal. Retailers who focus on creating positive experiences at every step of the journey, from discovery to post-purchase, can build lasting relationships and loyalty. It’s these meaningful interactions that keep customers returning. Why Customer Experience Matters 1. 🌟 Differentiation: In a crowded market, unique experiences make a brand stand out and remain memorable. 2. 🤝 Increased Loyalty: Positive experiences foster emotional connections, leading customers to choose your brand again and again. 3. 📣 Stronger Word-of-Mouth: Satisfied customers are more likely to share their experiences, attracting new buyers. 3 Ways to Create Memorable Customer Experiences 1. 💬 Personalize Interactions: Use customer data to tailor recommendations, greetings, and offers that feel genuine and personal. 2. 📞 Engage Beyond the Sale: Follow up post-purchase with tips, support, or a simple thank-you to show appreciation. 3. 🏠 Create an Inviting Atmosphere: Whether online or in-store, make your space comfortable and welcoming, with a friendly, customer-first approach. Conclusion Creating positive, memorable experiences is essential for building loyalty and differentiating your brand. When customers feel valued and engaged at every step, they’re far more likely to keep coming back, driving sustainable growth and brand advocacy. #Tags #CustomerExperience 🌟 #CustomerLoyalty 🤝 #RetailSuccess #CustomerEngagement 💬 #CustomerFirst 🏠 #MemorableShopping #BrandLoyalty #RetailGrowth 📣

Is customer experience more important than brand? Good discussion yesterday at the 14th Annual Enhancing #Customer #Loyalty & #Retention Summit. Here are my important bullet points: 👉 Competitors don’t put you out of business, unhappy customers do. 👉 A great brand promise is nothing without proof and a great customer experience. 👉 A good brand promise and Customer Experience create a Superpower. 👉 Cover the basics and then find the uniqueness in your customer experience to differentiate your brand. 👉 Customer Experience is not a one off thing, a good relationship is build over time. Moritz Wolf from HP, Sara Matarrubia from Meliá Hotels International, Svetlana Likhareva from Microsoft, Ugur Sennaroglu from Vodafone, Martín R. Villanueva from IKEA and many others. #ALloyalty

🤔 Do you want to win your luxury customers❓   💡 Knowing your customers' experience at each stage of their purchase journey will help you win your customers. What experiences delight them? How can you cultivate wow moment for your customers at each touch point? What are challenges faced by them? Luxury brands must strive to truly understand their customers’ motivations, aspirations and unmet needs. Here are my thoughts covered in ET Retail. https://lnkd.in/gHeWAh5Z If you want to map customer experience journey for your brand, contact us.  #luxury #customers #experience #winning #strategy #luxeanalytics

Understanding the customer journey isn't just about mapping their touchpoints with your brand. It's about uncovering emotions, motivations and experiences that shape every interaction, which are rarely linear. ➡I've done some journey work in the restaurant space where we identified 5 "zones" that a consumer goes through when making a purchase. Within those, there was a specific "pressure zone" (ordering) which caused some discomfort during the visit. ➡Once we were able to determine the root cause of the pain point, we could devise hypotheses on how to alleviate it...turns out the employee was asking way too many questions during the ordering process, so we removed the unnecessary ones. Just one example of how results from journey work can create seamless and satisfying experiences that not only meet customer's needs, but end up exceeding their expectations. If you liked this: ➕Follow me Brian Monschein 🔔Ring my bell ♻Share with your network #marketresearch #customerjourney #customerrelations

Have you ever experienced the magic of a Customer Journey Mapping Workshop? In the world of luxury retail, designing a signature customer experience that delivers the brand promise, ensuring seamlessness across channels and continuously eliminating customer pain points involves multiple stakeholders. Customer journey mapping doesn’t only help teams identify problems, it fosters unity and collaboration which drives service innovation.   If your team is ready to take out half a day and give this simple but magical tool a try check out this workshop curated for luxury brands https://lnkd.in/dP8f9f_X #luxuryretail #luxurycustomerexperience #customerjourneymapping

80% of consumers are more likely to buy from brands that offer personalized experiences. To personalize the CX: - Create data-driven ideal customer profiles (ICPs). - Foster a customer-centric culture. - Provide a seamless experience across all channels. #Personalization #CustomerExperience #Retail https://lnkd.in/gdK8p7p8

𝐒𝐄𝐑𝐕𝐈𝐂𝐄 𝐌𝐄𝐀𝐍𝐒 𝐂𝐋𝐀𝐑𝐈𝐓𝐘, 𝐄𝐅𝐅𝐈𝐂𝐈𝐄𝐍𝐂𝐘, 𝐀𝐍𝐃 𝐒𝐈𝐌𝐏𝐋𝐈𝐂𝐈𝐓𝐘 In changing times in #retail many discuss the importance of #CX . In a multi-optional shopping world, this becomes more and more a multi-facetted task too. Esp. the brick-and-mortar stores have to provide an add-on advantage for the customer. For a major international player like #Kaufland, maximum customer orientation means continuously increasing the efficiency of the shopping experience for customers who know what they want and providing support to customers who are undecided – and creating physical and digital spaces in which to meet and exchange ideas. 𝐓𝐡𝐚𝐭'𝐬 𝐰𝐡𝐲 𝐰𝐞 𝐝𝐫𝐢𝐯𝐞 𝐡𝐢𝐠𝐡 𝐥𝐞𝐯𝐞𝐥𝐬 𝐨𝐟 𝐝𝐞𝐦𝐚𝐧𝐝, as focussed in the latest ACROSS Magazine edition. 𝐄𝐧𝐣𝐨𝐲 𝐫𝐞𝐚𝐝𝐢𝐧𝐠! 👉 https://lnkd.in/dWMB9nQn What are your current best-practices for customer experiences?

The Power of Engagement: Mystery Visits and the Impact on CX During my research days, I conducted numerous Mystery Visits across different industries—from retail stores to automobile showrooms and service centers. Each visit had its pros and cons, but it was always an insightful experience. From a customer experience (CX) perspective, it’s fascinating to witness how small moments at various touchpoints, from entry to exit, shape the overall customer perception. Let’s consider a clothing store. Imagine walking into a store that's practically empty. You're browsing, looking for something specific, but no one approaches you. After some time, you finally find an item and call for help. The staff arrives, but their response is lackluster—no effort to understand your needs, no questions about what you're looking for. The interaction feels transactional, and you leave without purchasing anything, feeling unnoticed and disconnected. Now, let's turn the situation around. You enter the store, and within a few minutes, the staff greets you warmly. They ask thoughtful questions to gauge what you’re looking for and offer suggestions that suit your preferences. Whether or not you make a purchase, the interaction has left a positive imprint. You feel valued and seen, which makes you more likely to return in the future. I understand why some staff may hesitate to approach customers—perhaps they’ve encountered shoppers who prefer to browse quietly. However, making assumptions without observing a customer’s body language or intent can lead to missed opportunities. Even if a customer has no immediate plans to buy, a well-timed, genuine conversation can change that. Engagement isn’t about pressuring someone into a sale; it’s about leaving a lasting, positive impression that draws them back. In my experience, CX isn’t just about closing a sale—it’s about building relationships. And in retail, a small gesture, a genuine question, or simply acknowledging the customer can turn a forgettable visit into a memorable one. #CustomerExperience #CXJourney #MysteryShopping #RetailCX #CustomerEngagement #HumanConnection #RetailExperience #ServiceMatters #CustomerInteraction #LoyaltyBuilding #ShoppingExperience

### Importance of "Wow" Customer Experience in Luxury Retail in (Today's Context) 1. Differentiation in a Saturated Market: With the luxury retail sector becoming increasingly competitive, a "wow" customer experience helps a brand stand out by offering unique and memorable interactions that distinguish it from others. 2. Personalization and Customization: Today’s luxury consumers expect highly personalized and tailored experiences. Exceeding these expectations with customized service enhances customer satisfaction and fosters loyalty. 3. Digital and In-Store Integration: In the modern retail landscape, blending exceptional in-store experiences with seamless digital interactions is crucial. A cohesive, "wow" experience across both channels ensures a consistent and high-quality customer journey. 4. Building Brand Advocacy: In the age of social media, customers who have outstanding experiences are likely to share them online, influencing potential buyers and enhancing the brand’s reputation through authentic, positive reviews. 5. Emotional Connection and Experience Economy: As consumers increasingly value experiences over mere products, creating emotional and memorable experiences becomes key. A "wow" factor resonates deeply, transforming transactions into lasting relationships. In today's luxury retail industry, delivering a "wow" customer experience is vital for standing out in a competitive market, meeting the high expectations for personalization, and integrating digital and physical interactions seamlessly. Such experiences not only foster strong emotional connections but also drive brand advocacy through positive online and offline sharing. This approach not only enhances customer satisfaction but also builds long-term brand loyalty and reputation