--- title: How to assist retail customers and increase loyalty description: Assistance available to retail customers must be active 24 hours a day and take advantage of all the opportunities offered by the digital world. image: https://www.wearefiber.com/hubfs/Imported_Blog_Media/COME-ASSISTERE-CLIENTI-RETAIL-1024x576.jpg --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # How to assist retail customers and increase loyalty January 31, 2022 4 minutes to read **Retaining customers** simply has to be one of your business’s main objectives and to do so, you need to create personalized experiences tailored to their needs. Likely, your target is **retail customers**, who represent the majority of consumers. **Who are retail customers**? They are retail clients who, unlike professional clients, have less knowledge regarding investments and therefore require maximum protection. When it comes to customer loyalty, the probability of selling to a loyal customer is between 60% to 70%, a number that drops drastically to between 5% and 20% in the case of a new customer. In addition, a 10% increase in customer loyalty results in a 30% increase in brand value. Attracting new customers is certainly important, but these numbers reiterate that loyalty should, in fact, be a priority. We at **We Are Fiber** provide **retail customer support** personalized to your unique needs. To find out more about our **retail customer service**, **[get in touch with us.](https://www.wearefiber.com/en/schedule/)** We are eager to give you the support you deserve. ## **The perfect integration between offline and online** ![retail customer service](https://www.wearefiber.com/hs-fs/hubfs/Imported_Blog_Media/COME-ASSISTERE-CLIENTI-RETAIL-1024x576.jpg?width=1024&height=576&name=COME-ASSISTERE-CLIENTI-RETAIL-1024x576.jpg) Some companies focus entirely on digital, so leaving out important aspects in the process, such as human relationships. Others, on the contrary, remain anchored to an out-dated version of selling and invest little to nothing in digitization. The best solution is to **integrate offline and online**, without losing sight of human relationships and making the most of the available technologies. **Live chat** is the perfect example, where customers can talk to a human operator via digital channels, in order to solve the problem at hand. While it is critical to understand the **significance of retail customers**, it is also important to appreciate how their habits have changed. Millennials, the first digital native generation, have disrupted traditional sales techniques radically. They make purchasing decisions quickly, value the user experience more than the product, and want a quick and immediate response to their questions. A valid **customer care service**, modeled on the needs of users, builds customer loyalty by quickly resolving their doubts. We at We Are Fiber operate across multiple channels, offering a support service that includes chatbots, telephone, live chats, etc. ## **The 3 fundamental steps for retail customers: knowing, converting and understanding** Customer loyalty is neither an automatic nor a simple operation, but requires painstaking work to be carried out by way of a structured method and, at all times, requires the utmost professionalism. The first fundamental step in the process is to **know the customers**, starting from the demographics to the purchasing habits. We Are Fiber is able to take care of this for you, by collecting all the demographic and psychographic data of your users, giving you the opportunity to analyze and process this, before drawing up the necessary strategies. At this point, it becomes essential to convert the visitor into a regular customer, providing him/her with the products and services required. In addition, you need to come to an understanding of what emotions drive customers to purchase, according to their entrenched habits and behavior. Here lies the key to company success. ## **Loyalty techniques ** Let’s deepen the discussion and analyze **how to retain retail customers**. Loyalty cards, discounts and promotions for the most loyal customers are trivial, but effective, examples of loyalty programs. The concept of **community** is also critical in this regard, consolidated, above all, with the advent of social networks. A community can be centered upon brands, websites, social networks or even physical stores. Ultimately, there are two objectives here: to ensure a rewarding customer experience and to generate brand loyalty. In addition to exclusive discounts and invitations, customers should be invited to provide their comments and reviews on new products launched in the market. Companies, on the basis of the feedback left by consumers, then get to decide which improvements to make or whether to modify the marketing campaign in any way. This is an excellent loyalty technique, as the customer feels as if he/she is an integral part of the company's production process. Requesting reviews and feedback from customers is very important, especially when it comes to e-commerce. Consumers today are easily influenced, so if a product has received many positive reviews, they will most likely buy it. If not, they won't buy it. Furthermore, the comments of your customers allow you to understand the strengths of your business and the weaknesses that need to be overcome. ## **24h customer support** As previously discussed, modern customers want quick and immediate answers to their questions. For this reason, We Are Fiber provides a **24h customer care service**, available on various levels. Live chats are generally preferred by millennials, who can interact with an online operator from any mobile device. For older customers, we also provide telephone support, sorting calls between first and second level for prompt problem resolution. Our support is 360° and we guarantee maximum **assistance before and after the sale**.  For more information, contact us. We are ready to become the turbo in your engine! **Would you like to know more?** [**Contact us!**](https://www.wearefiber.com/en/schedule/) We would be delighted to provide you with more information and help you find the winning strategy for your business. Email: info@wearefiber.com Telefono (It): +39 024 210 1122 Telefono (Regno Unito): +44 203 870 4408 - - - - - [mailto:?subject='https://www.wearefiber.com/en/blog/2020/09/21/how-to-assist-retail-customers-and-increase-loyalty'](mailto:?subject='https://www.wearefiber.com/en/blog/2020/09/21/how-to-assist-retail-customers-and-increase-loyalty') [Social and customer care service](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) ### Recent posts ### Post tag - [Social and customer care service (100)](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) - [Outsourcing and Process management solutions (62)](https://www.wearefiber.com/en/blog/tag/outsourcing-and-process-management-solutions) - [Data entry solutions (27)](https://www.wearefiber.com/en/blog/tag/data-entry-solutions) - [Back office and help desk solutions (26)](https://www.wearefiber.com/en/blog/tag/back-office-and-help-desk-solutions) - [Ecommerce and order management (25)](https://www.wearefiber.com/en/blog/tag/ecommerce-and-order-management) - [Teleselling and telemarketing (17)](https://www.wearefiber.com/en/blog/tag/teleselling-and-telemarketing) - [Logistics management and food delivery (6)](https://www.wearefiber.com/en/blog/tag/logistics-management-and-food-delivery) - [Knowledge base (5)](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [CSR Projects (2)](https://www.wearefiber.com/en/blog/tag/csr-projects) - [healthcare (1)](https://www.wearefiber.com/en/blog/tag/healthcare) See all ## Related Posts ## [Data Entry vs Back Office: What is the difference?](https://www.wearefiber.com/en/blog/2019/04/01/data-entry-vs-back-office-what-is-the-difference) January 31, 2022 **Data Entry** is among the most popular services lately. The amount of data generated each day,... [CONTINUE READING](https://www.wearefiber.com/en/blog/2019/04/01/data-entry-vs-back-office-what-is-the-difference) ## [Emerging Technologies in Customer Service](https://www.wearefiber.com/en/blog/2019/06/04/emerging-technologies-in-customer-service) January 31, 2022 There is no doubt that **emerging technologies** are a key factor for companies to give the best **...** [CONTINUE READING](https://www.wearefiber.com/en/blog/2019/06/04/emerging-technologies-in-customer-service) ## [Improving Customer Service Through Self-Service Support](https://www.wearefiber.com/en/blog/2021/01/08/improving-customer-service-through-self-service-support) January 31, 2022 Did you know that 81% of customers try to solve problems on their own before turning to an agent... 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Likely, your target is retail customers, who represent the majority of consumers. Who are retail customers? They are retail clients who, unlike professional clients, have less knowledge regarding investments and therefore require maximum protection. When it comes to customer loyalty, the probability of selling to a loyal customer is between 60% to 70%, a number that drops drastically to between 5% and 20% in the case of a new customer. In addition, a 10% increase in customer loyalty results in a 30% increase in brand value. Attracting new customers is certainly important, but these numbers reiterate that loyalty should, in fact, be a priority. We at We Are Fiber provide retail customer support personalized to your unique needs. To find out more about our retail customer service, get in touch with us. We are eager to give you the support you deserve. The perfect integration between offline and online Some companies focus entirely on digital, so leaving out important aspects in the process, such as human relationships. Others, on the contrary, remain anchored to an out-dated version of selling and invest little to nothing in digitization. The best solution is to integrate offline and online, without losing sight of human relationships and making the most of the available technologies. Live chat is the perfect example, where customers can talk to a human operator via digital channels, in order to solve the problem at hand. While it is critical to understand the significance of retail customers, it is also important to appreciate how their habits have changed. Millennials, the first digital native generation, have disrupted traditional sales techniques radically. They make purchasing decisions quickly, value the user experience more than the product, and want a quick and immediate response to their questions. A valid customer care service, modeled on the needs of users, builds customer loyalty by quickly resolving their doubts. We at We Are Fiber operate across multiple channels, offering a support service that includes chatbots, telephone, live chats, etc. The 3 fundamental steps for retail customers: knowing, converting and understanding Customer loyalty is neither an automatic nor a simple operation, but requires painstaking work to be carried out by way of a structured method and, at all times, requires the utmost professionalism. The first fundamental step in the process is to know the customers, starting from the demographics to the purchasing habits. We Are Fiber is able to take care of this for you, by collecting all the demographic and psychographic data of your users, giving you the opportunity to analyze and process this, before drawing up the necessary strategies. At this point, it becomes essential to convert the visitor into a regular customer, providing him/her with the products and services required. In addition, you need to come to an understanding of what emotions drive customers to purchase, according to their entrenched habits and behavior. Here lies the key to company success. Loyalty techniques Let’s deepen the discussion and analyze how to retain retail customers. Loyalty cards, discounts and promotions for the most loyal customers are trivial, but effective, examples of loyalty programs. The concept of community is also critical in this regard, consolidated, above all, with the advent of social networks. A community can be centered upon brands, websites, social networks or even physical stores. Ultimately, there are two objectives here: to ensure a rewarding customer experience and to generate brand loyalty. In addition to exclusive discounts and invitations, customers should be invited to provide their comments and reviews on new products launched in the market. Companies, on the basis of the feedback left by consumers, then get to decide which improvements to make or whether to modify the marketing campaign in any way. This is an excellent loyalty technique, as the customer feels as if he/she is an integral part of the company's production process. Requesting reviews and feedback from customers is very important, especially when it comes to e-commerce. Consumers today are easily influenced, so if a product has received many positive reviews, they will most likely buy it. If not, they won't buy it. Furthermore, the comments of your customers allow you to understand the strengths of your business and the weaknesses that need to be overcome. 24h customer support As previously discussed, modern customers want quick and immediate answers to their questions. For this reason, We Are Fiber provides a 24h customer care service, available on various levels. Live chats are generally preferred by millennials, who can interact with an online operator from any mobile device. For older customers, we also provide telephone support, sorting calls between first and second level for prompt problem resolution. Our support is 360° and we guarantee maximum assistance before and after the sale. For more information, contact us. We are ready to become the turbo in your engine! Would you like to know more? Contact us! We would be delighted to provide you with more information and help you find the winning strategy for your business. 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