Lifetime Value Unlocking Lifelong Loyalty Through Omnichannel Store Experiences

92 percent of customers say they still prefer to shop in-store rather than online—but their expectations have shifted. Get insights from more than 7,000 global shoppers to deliver the connected experience they crave.

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• How to drive lifetime value
• Our solutions
• Case studies
• Insights
• FAQ
• Awards
• Meet our experts
• Let's strategize

How to drive lifetime value

Securing long-term growth starts by cultivating lifelong connections. With endless choices and dwindling loyalty, are you providing the value that ensures shoppers choose your store time and time again?

While many retailers embrace a shopper-first growth strategy, the real challenge lies in implementing shopping experiences that seamlessly connect the physical and digital store. Retailers face significant hurdles, including perceived high transformation costs and a rapidly changing digital landscape. We help you identify worthwhile digital investments with the customer and sustainable growth at the center. From digitally enabled in-store experiences to generating customer delight through monetizing data, we’ll reinvent your omnichannel shopping journey to reinvigorate these three fundamental areas of growth:

Our solutions

Tap into our 30 years of digital-first expertise and start leveraging the power of data and experience to become customer centric in today’s digital era. We combine our experience and customer engagement solutions to empower retail businesses to maximize the value of their data, deliver connected in-store and online experiences and drive long-term growth.

Discover our approach

Growth starts here

Get in touch with our retail experts to assess your omnichannel customer journey today. Together, we’ll identify the biggest opportunities for growth in your physical-digital retail ecosystem.

Book your consultation

Case studies

Learn how real clients are connecting customer experiences across the entire retail ecosystem.

• Pandora How Pandora optimized their online and in-store experiences at scale to drive revenue growth.
• Walmart A multichannel shopping experience creates a 98 percent increase in mobile orders.
• Supermarket Chain How monetizing data produced $100MM in annual media revenue.
• Leading Retailer How a Retail Media Network unlocked a $1B opportunity and 15x revenue growth.

Lifetime value insights

Strategies and approaches for maximizing this foundation of growth.

• Guide To Next The Return to In-store Shopping: How Technology Is Fueling Customer Experience How top retailers will meet customers' appetites for store experience. Learn more
• Insight How to Create Data-Driven Loyalty How retailers can create customer value through a non-traditional loyalty model. Learn more
• Insight How To Turn Customer Support Operations Into A Competitive Differentiator Artificial intelligence, self-service and automation have the power to cut customer service costs and improve the customer experience at the same time. So why is customer support still so frustrating? Learn More
• Insight 4 Ways Retailers are Digitizing the In-Store Experience How these businesses reduce friction and drive convenience. Learn more
• Guide To Next The Top 3 Strategies for Increasing Retail Media Network Profitability in 2024 What does 2024 hold for the fast-growing retail media space? Learn more

Lifetime value FAQs

• What is lifetime value? Lifetime value in retail considers a customer’s purchase frequency, average order value and retention period to determine their overall profitability. Future-forward businesses must view lifetime value not just as a marketing metric but also as a strategic growth tool that involves the entire organization.
• How do you increase lifetime value? For long-term outcomes, organizations must orient their platforms, their data and even their culture around continuously optimizing experiences to drive acquisition, loyalty and advocacy.
• Why is lifetime value important? A focus on lifetime value is key to ensuring long-term profitability through customer centricity. Done right, it can not only develop deeply personalized relationships but also reduce media spend, contribute to product innovation and open new revenue streams.

Awards & Accolades

We’re honored to be recognized by industry leaders for our work in this space.

• IDC MarketScape: Leader in Worldwide Retail Commerce Platforms and Retail Point of Sales Service Providers 2023 Learn more
• HFS Research Horizons Report: Market Leader in Data Modernization Services 2023 Learn more
• IDC MarketScape:  Leader in Worldwide Experience Build & Design Services 2023–2024 Learn more

Get in touch

Our experts are ready to help you assess and optimize your omnichannel store experience.

• North America Sudip Mazumder Industry Lead, Retail Email
• EMEA/APAC Guy Elliott Industry Lead, Retail Email

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