1、12022 BENCHMARK SURVEYCUSTOMER LOYALTY AND PERSONALIZATION:SUPPLY CHAIN IMPACTS,UNDERSTAFFED STORES CREATE CUSTOMER LOYALTY CHALLENGESSPONSORED BY2022 Customer Loyalty and Personalization Survey25 KEY TAKEAWAYSFor the second year in a row,out-of-stocks due to supply chain challenges topped the list

2、of retailers toughest customer loyalty challenges,at 44%.The“Great Resignation”is having an impact on customer loyalty efforts:41%of retailers cited insufficient staffings negative impact on in-store CX as a challenge.The use of traditional media(TV,radio,direct mail and outdoor advertising)as a cus

3、tomer acquisition tool rose from 29%in 2021 to 51%in 2022,second only to email outreach.Inflation is the likely cause for the resurgence of purchase discounts as a customer retention tool;it rose from 55%in 2021 to 73%in 2022.Some retailers are trying to gain a more holistic view of their customer r

4、elationships:45%collect customer service data such as complaints,product returns and reviews.123452022 Customer Loyalty and Personalization Survey3CUSTOMER LOYALTY EFFORTS FACE CHALLENGES OLD AND NEW At a time when the maxim“the only constant is change”seems truer than ever,retailers and brands are

5、keenly aware of the vital importance of customer loyalty.Having a core group of loyal customers for whom retailers can personalize assortments,product recommendations,offers and loyalty program rewards is the shining Emerald City that glitters in the distance.But as Dorothy and her companions discov

6、ered,getting there often involves a long and complicated journey,full of challenges,obstacles and rough(Yellow Brick)roads.For the last two to three years,the biggest roadblock has been snarled,uncertain supply chains,according to the 2022 Retail TouchPoints Customer Loyalty and Personalization Benc