Episode description

Panic buying, impulse shopping, and the growth of online spending - in the past 18 months, customer behaviour has been wildly unpredictable. Or has it? 

In this episode of Retail Reawakened, we examine the psychological impact of the pandemic on consumers and what it takes to win their loyalty today.  We’ll also explore how businesses are embracing new technologies to elevate their loyalty programs and increase their adoption in store and online.

Since the start of the pandemic, customers' priorities have changed. Personal hygiene and safety became top of mind, and feelings of altruism ran high as the nation banded together to support people in need. Consumer psychologist Kate Nightingale explains how numerous lockdown measures impacted customer behaviour, and why restrictions forced many to re-evaluate their expectations of brands. We look into what consumers really want post-pandemic and how businesses can best serve them moving forward.

We also delve into one of the most important factors in building loyalty - knowing your customer. Expert in Chinese consumer trends, Domenica Di Lieto, discusses how retailers can best engage with the UK's burgeoning Chinese customer base.

And we examine a case study in customer loyalty excellence as we hear how coffee chain Joe & The Juice nurtures relationships. We’ll discover how the brand adapted during the initial lockdown to continue serving customers while still meeting their safety and convenience needs. And we’ll learn how the brand uses the Joe app to let customers buy how they want while enjoying a tailored loyalty experience wherever they are.

If you want to find out more about building customer loyalty, visit adyen.com/ukretailreport and download Adyen’s latest research.