1、12023 BENCHMARK SURVEYCUSTOMER LOYALTY AND PERSONALIZATION:INFLATION HINDERS ACQUISITION AND RETENTION EFFORTSSPONSORED BY2023 Customer Loyalty and Personalization Benchmark Survey25 KEY TAKEAWAYSInflation is taking its toll on customer loyalty efforts:more than one-third(37%)of retailers say losing

2、 customers due to price hikes is a significant customer loyalty challenge.Two COVID“hangovers”also are making customer loyalty more elusive:43%of retailers identified out-of-stocks caused by supply chain woes and labor shortages as top challenges.Nearly one in five(18%)of retailers are using metaver

3、se stores as a customer acquisition tool.More than one in four(27%)of retailers are using generative AI solutions in their customer loyalty toolkit,with another 13%planning to adopt them in the next year.Among retailers that showcase their ESG commitments to promote customer loyalty,more than half(5

4、3%)tout the recycled or recyclable nature of their products and 52%trumpet their environmental sustainability.145232023 Customer Loyalty and Personalization Benchmark Survey3Over the last three years,retailers efforts to acquire and retain loyal(and hopefully high-spending)customers have been hamper

5、ed by two major effects of COVID:out-of-stocks caused by slow and uncertain supply chains and labor shortages that have stretched in-store staffs thin.Like a persistent hangover,these pandemic-induced problems remain the top loyalty challenges for respondents to the 2023 Retail TouchPoints Customer

6、Loyalty and Personalization Benchmark Report,at 43%each.This year,inflation has intensified retailers headaches.Even though its retreated from the highs of 2022,the damage has been done:37%of retailers cited losing customers due to product price increases as a significant customer loyalty challenge,