E-Book | June 13, 2016

5 Steps To A Connected Consumer Experience

Source: Manhattan Associates

Connected Consumer Experience

Your most loyal and engaged customers spend more—a lot more.

As consumers blend digital and physical on their shopping journey, retailers are finding that OMS and POS—the critical links to a connected brand experience—are just better together.

  • Engaged customers—those who have had a measurable reaction, connection, or experience with your brand— represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth compared to the average customer.
  • Disengaged customers—those who have no emotional connection to your brand—represent a 13% discount by those same measures.

It’s common knowledge that it costs less to maintain existing customers than it does to acquire new ones. The difference is dramatic; a 5 percent improvement in customer retention pays back a 25 percent increase in profits.