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Learn how Catch Of The Day builds customer loyalty

Trusting customers and resolving their issues quickly are fundamental to building a loyal relationship with today’s omnichannel shopper, according to Adam Rudy, GM customer experience, Catch Of The Day.

Rudy’s philosophy is simple – ensure the experience is one that makes the customer want to purchase again and tell their family and friends about it.

“We’re a pureplay online retailer, but our Club Catch programme offers members exclusive access to certain sales, products and free shipping on orders over $50,” said Rudy.

“For all our other customers, we find the best way to gain loyalty is provide quality products at great prices, fast shipping and to look after and trust them when they have an issue and resolve it quickly. That’s how you build trust and have them return shop with confidence.”

While price is “probably a bigger distinguishing factor” for today’s shopper, Rudy said customer service is “certainly a material distinguishing factor that needs to be done well.”

“I think there are some retailers in Australia that are great at the customer experience and others that have a lot of room for improvement,” Rudy said.

“That said, no company is perfect and we can all learn, improve and evolve our processes to better service the customer. We can learn a lot from our American peers but sometimes we innovate and lead in this area as well.”

Adam Rudy will discuss how retailers can improve CX from the bottom up at the upcoming event, Customer Experience: Reach, Engage and ConvertOther speakers at the event include Paul Lacey, co-founder and director of Swedish design brand, Kikki.K; and Angus Harris, Co-CEO at Harris Farm Markets where he is responsible for finance, M&A and e-commerce across the group’s companies.

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