Industry Research
What Drives Customer Loyalty?
A report by Fujitsu Australia on transforming the retail experience.
Retailing in Australia is a tough business. Competition is increasing; consumer spending is slowing down; disposable income is shrinking, eroded by higher interest rates; higher prices are being driven by increased fuel prices; and we’re in a national drought.
To combat the potential negative impact of these economic circumstances, retailers are having to come up with new innovative ways to encourage customer loyalty. One way they have done this is by introducing customer loyalty programs. Various retailers, from your local corner coffee shop to high fashion department stores, have introduced customer loyalty programs to recognise and reward customers, with varying degrees of success. The ideal loyalty program would be just that, a program that would ensure customers kept coming back, as well as encouraging increased spending while they’re there.
To understand more about what constitutes an effective loyalty program and good service, in the customers’ eyes, Fujitsu commissioned a market research company, ACA Research, to conduct a survey of Australian consumers. The survey was designed to help us understand consumer opinions and perceptions about the shopping experience, customer loyalty and the potential impact technology might have on how we shop.
The survey results, which are outlined in this report, reinforce what most good retailers understand instinctively – that customer loyalty begins in the store. Overwhelmingly, consumers attribute friendly and helpful staff as being the main factor in an exceptional retail experience, with product availability next in line. Instead of customers having occasional exceptional retail experiences, it is important that retailers who want to retain loyal customers, ensure that their sales staff are willing and capable of producing an exceptional retail experience every time a customer enters the store.
To receive your copy of 'What Drives Customer Loyalty?', a report by Fujitsu Australia on transforming the retail experience please contact Jeff Popplestone on 02 9113 9324
Retail news
- Sep 19
- Consumers call for smarter technology to help them shop
Melbourne, September 19, 2006 – Almost half (47 per cent) of consumers say they will spend more with a retailer, providing the retailer has invested in the latest smart technology
- Sep 19
- Fujitsu and Reflexis Systems partner to deliver Retail Task Management solutions
Melbourne, September 19, 2006 – Fujitsu Australia Limited and Reflexis Systems Inc., the leader in retail task management software, have formed a strategic partnership to deliver advanced retail management solutions. Under the terms of the agreement, Fujitsu will be the exclusive distributor for Reflexis Systems in Australia and New Zealand, while integrating the Reflexis enterprise applications with its own software, services and hardware offerings.
- Sep 19
- Fujitsu launches Pervasive Retailing
Melbourne, September 19, 2006 – Fujitsu Australia and New Zealand today launched Pervasive Retailing, its unified framework of software, hardware, tools and services to enable anywhere, any time, every time retailing.
- Jun 22
- Fujitsu appoints industry experts to drive retail strategy
Sydney, June 22, 2006 – Fujitsu Australia and New Zealand today announced the appointment of Vaughn Clair and Conway Kosi to drive Fujitsu’s retail strategy and grow its retail business in Australia and New Zealand.
- Apr 11
- 1st Choice Liquor Superstore partners with Fujitsu to deliver digital media
Melbourne, April 11, 2006 – Fujitsu Australia has today been named the primary contractor for the continued rollout of a digital media network for Coles Myer’s 1st Choice Liquor Superstores across Australia. Fujitsu will manage a consortium of vendors to provide a full end-to-end digital media managed service across 45 1st Choice Liquor Superstores over the next three years.
