Empowering Customers With Convenience Drives Customer Retention!


Hyper-connectivity and increasingly busy lifestyles emphasise a new differentiator in the sphere of customer retention, namely convenience. Globally, international consumers now want convenience at each and every stage of shopping, as well as brand engagement with services or products. Empowering your consumers with convenient access to the retail experience will yield rich dividends for your business.

Quick urbanisation and changes in households are also impacting consumers internationally. By 2025, 53% of the Asian-Pacific region’s population will be residing in urban areas and well-developed countries like the United States are already urbanised. In a fast-paced, frenetic urban lifestyle, research shows consumers seek products that make life easier and are convenient to use.

  • The Need for Convenience
Culture, location, market maturity, circumstances and technology are key influences driving companies towards convenience. Convenient solutions tailored to different niches and segments can reap rich benefits for businesses that seek to remain ahead of the curve and address consumers with better solutions and products. Banking on ‘moments’ marketing does not allow you to become embedded within the customer experience. Support lasting and meaningful engagement by authentically engaging with consumers who are not only diverse, but wiser about purchasing habits.

Consumers are no longer just loyal to brands. They are loyal to engagement experiences that particular brands offer. So the emotional connection remains at the cornerstone of effective customer retention.
  • Moving Past the Wow Factor
Customer service is no longer about just delighting your customers. Delighting customers alone does not build loyalty. Acting on insights can improve customer service, reduce costs and decrease customer churn. Customers are loyal to firms that go above and beyond the call of duty. Research, in fact, shows exceeding expectations during service interactions makes customers loyal.

At the centre of attracting recurring customers is the focus on convenience. Providing incentives for consumers to return to the company, instead of the competition can work, only if convenience is the buzzword. According to research, customers across the globe want a convenient and seamless experience across online and in-store shopping experiences.

Convenience is a critical driving factor, when it comes to technologies shoppers like to see in a retailer. This could include self-checkout stations, mobile QR codes for discount deals or even contactless payment or mobile wallets to pay for in-store purchases.
  • Convenience Equals Flexibility
Creating more convenience and flexibility around checkout and payments could improve the overall customer experience and the impressions clients form of their retailer. For retailers that want to take advantage of the convenience factor, shoppers need to be given flexible options. Retailers should also integrate loyalty programs with ERP and PoS solutions, so customers are earning rewards and points consistently.


Customer retention in the modern retail markets is all about understanding what the customer wants, much like it was before. However, with advancing technologies and a frenetic pace of living, convenience has become the centre of what a customer wants. So, empowering customers is the key to driving client retention and building a strong connect with your audience.

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