1、#4#1#2#3#5#6#7#8Relationship Marketing Trends:Consumer demands,the personalization gap and why loyalty pays in retailP E R S O N A L I Z A T I O N O M N I C H A N N E L L O Y A L T Y T R U S TRETAIL BRAND RANKINGS REPORT2 2Table of Contents03 Executive Summary 04 Methodology 05 The Value of Relation

2、ship Marketing06 Personalization07 Omnichannel Experiences08 Trust09 Brand Connection12 Key Retail Takeaways17 Brand Leaderboard24 Wrap Up3 3In an era of high consumer expectations and equally impressive advances in AI and marketing technologies,a clear path forward exists for brands to win the day:

3、relationship marketing.The numbers speak for themselves.Todays shoppers demand personalization.They want to be treated like individuals.Theyre frustrated with generic,one-size-fits-all marketing,and are willing to reward the retailers who can transcend that antiquated form of marketing with their do

4、llars.Yet,loyalty remains a key challenge.Retail brands loyalty scores tend to lag behind other metrics,signaling a challenge to foster genuine connections with shoppers.The highest-ranking brands in our research understand these realities.They are getting creative not just following trends,but sett

5、ing them.They are going in hard to optimize customer experiences,focusing heavily on robust loyalty programs and personalized messaging.Whether youre a brand included in this research or not,were sure youll find something of value,whether it be eye-raising consumer statistics or insights into what l

6、eading retailers are doing to differentiate themselves.One thing is clear:whether you call it relationship marketing or something else,a dedicated strategy to really get to know your consumers and win their loyalty has immense value potential.Nearly seven in ten consumers will even pay more to shop