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<ul><li>The pandemic and lockdown has led to an overhaul of the overall brick and mortar experience and <keyword id="44446" type="PERSON" weightage="20" keywordseo="retailers">retailers</keyword> have had to rethink the whole <keyword id="1894282" type="PERSON" weightage="20" keywordseo="Retail-experience">retail experience</keyword>.</li><li><keyword id="10818764" type="UNKNOWN" weightage="20" keywordseo="sarah-lacourse">Sarah LaCourse</keyword>, Senior Director for Strategic Consulting, <keyword id="276790" type="COMPANY" weightage="20" keywordseo="Epsilon">Epsilon</keyword> writes about a few strategies that will help retailers succeed in this new world order.</li></ul>The world of retail was in for a rude shock with the onset of COVID-19. When brick and mortar stores were unexpectedly shuttered last year, retailers had to instantly rejig their omnichannel approach and begin creating contactless customer experiences. While there is no doubt that the pandemic has rewritten the rules of retail, it has pushed retailers to evolve and be in sync with rising customer expectations. To help retailers succeed in this new normal, here are some key themes that will help them build brand loyalty in this increasingly contactless world. <cmsannotation type="cmsannotation" annotationid="Guaranteeing seamless online and offline customer experiences" text="Guaranteeing seamless online and offline customer experiences"> Guaranteeing seamless online and offline customer experiences</cmsannotation> Although <keyword id="1284549" type="PERSON" weightage="20" keywordseo="Customer-Experience">customer experience</keyword> (CX) has become table stakes in the retail industry, rising consumer expectations – both online and offline - continue to challenge brands. Leverage your data and technology to get a single view of your customer and personalize experiences seamlessly across channels. Invest and improve your digital touchpoints – website, mobile app, in-store technology, and e-commerce platforms. Integrating your online and offiline experiences will enable brands to reach out to the right customer, at the right time and with the right message, without wasting marketing dollars. <cmsannotation type="cmsannotation" annotationid="Shift from program-centric to customer-centric loyalty" text="Shift from program-centric to customer-centric loyalty">Shift from program-centric to customer-centric loyalty</cmsannotation> Recasting customer loyalty strategy to ensure that brand promises are effectively communicated can be the best path to success. The opportunity for every retailer to leverage their unique brand voice has never been better. Consumers are always on the lookout for a value proposition that reflects the holistic nature of each brand. Brand authenticity, transparency and a connection to global and environmental causes are a few elements that need to resonate with them. A survey by KPMG in 2019 revealed that 47 per cent of Indian consumers remain loyal to a favourite brand even after a bad experience. It also revealed that when a consumer is loyal to a brand, 93 per cent will recommend it to their family and friends. Brands with a long-term vision on loyalty, look beyond vanilla programs. They use their loyalty strategies and tactics to create exceptional customer experiences that inspire passion and trust, resulting in long-term relationships. These emotional connections then serve as the steppingstone to enrol customers into a permission-based loyalty program. Brands can then garner data and insights to further deepen the relationship by delivering personalized experiences. <cmsannotation type="cmsannotation" annotationid="Adapt to customer expectations" text="Adapt to customer expectations">Adapt to customer expectations</cmsannotation> Retailers who don’t ride the current wave and do not reinvent, will fall far behind customer expectations. They must constantly innovate and respond by adding functionality to mobile apps, introduce online order and delivery, and take an increasingly omnichannel approach to customer communications. As the economy slowly limps back to normal, here are some ways in which retailers can navigate in the post-Covid era: Offer seamless digital and offline experiences – With consumers preferring to purchase online and pick up in-store, integrate the online and offline experience and make it a pleasant one. Leverage technology that makes it easier for the customer to interact with your brand, such as self-pickup or contactless delivery. Be sensitive in your communication - Keep your email messaging strategy top of mind. Consumers want to hear from you in this time of uncertainty as long as the message is relevant to their current needs. Continue to readjust your messaging and respond to change and uncertainty with empathy. Be agile - Focus on how to incorporate a new reliance on digital as you plan for re-opening of stores. Be agile as different locations will have different needs. Create a fluid infrastructure at the program, operations, technical and employee levels, that is nimble and expectant of the on-going change. Give your customers choice - Arm customers with the power to control the conversation through stated preferences in your website or app. Then be where they are to maintain the best relationship. Personalization and differentiation need to be integrated into every step of the buyer journey to create stellar customer experiences. It is all about reflecting the brand, being sensitive and empathetic to consumer needs that provide a tremendous opportunity for loyalty strategies to evolve. By integrating the ideas shared above into our customer loyalty strategies, we have the potential to find breakthrough success and leapfrog to a new reality.

Optimizing customer experiences to build loyalty in a contactless retail world

<ul class="summary-list"><li>A former Addyston <keyword id="11894211" type="UNKNOWN" weightage="60" keywordseo="police" source="Orion">police</keyword> chief was sentenced to 3 years' probation for a firearm trafficking scheme.</li><li>Dorian LaCourse worked with <keyword id="12062550" type="UNKNOWN" weightage="60" keywordseo="firearms" source="Orion">firearms</keyword> dealers to purchase or import about 200 fully automatic <keyword id="12127884" type="UNKNOWN" weightage="60" keywordseo="machine-guns" source="Orion">machine guns</keyword>, per the <a href="https://www.justice.gov/usao-sdin/pr/former-ohio-police-chief-sentenced-illegally-trafficking-200-fully-automatic-machine">DOJ</a>.</li></ul>An ex-police chief in <keyword id="11898017" type="UNKNOWN" weightage="60" keywordseo="ohio" source="Orion">Ohio</keyword> was sentenced to three years' probation in a machine gun trafficking conspiracy, according to the <keyword id="11957149" type="UNKNOWN" weightage="60" keywordseo="department-of-justice" source="Orion">Department of Justice</keyword>. Dorian LaCourse, a 66-year-old former police chief in Addyston, Ohio, was given three years' probation with six months of home detention for conspiracy and making false statements, the US Attorney's Office of the Southern District of Indiana <a href="https://www.justice.gov/usao-sdin/pr/former-ohio-police-chief-sentenced-illegally-trafficking-200-fully-automatic-machine#:~:text=LaCourse%2C%20Marcum%2C%20and%20Petty%2C%20illegally%20exploited%20a%20law%20enforcement%20exception%20to%20the%20federal%20ban%20on%20the%20possession%20or%20transfer%20of%20fully%20automatic%20machine%20guns">said in a statement</a>. LaCourse was convicted in April after pleading guilty to three out of 17 charges in his 2021 indictment, <a href="https://www.fox19.com/2021/03/29/former-addyston-police-chief-returns-federal-court-machine-gun-scheme-charges-8/">Fox 19 reported</a>. He originally faced 15 years in prison; federal prosecutors recommended a sentence of 70 months, the outlet reported. LaCourse worked with two federally licensed firearms dealers out of Indiana — Johnathan Marcum, 34, and Christopher Petty, 58 – to exploit "a law enforcement exception to the federal ban on the possession or transfer of fully automatic machine guns," the US Attorney's Office said."As Chief of Police, LaCourse signed multiple 'demonstration letters' falsely stating that the Village of Addyston Police Department was interested in purchasing various types of machine guns, including military-grade weapons," the statement said. LaCourse was the only full-time police officer in the village of about 1,000 people. According to the Justice Department, LaCourse asked Marcum or Petty to give the demonstrations, and then the dealers sent the letters to the Bureau of Alcohol, Tobacco, Firearms, and Explosives "to obtain the weapons." In reality, the police department didn't have the authorization to purchase the machine guns, and the firearms dealers never gave a demonstration of the weapons to the police department, the US Attorney's Office said. "Instead, the gun dealers resold the machine guns at a significant profit. In some instances, a gun dealer resold illegally acquired machine guns for five or six times the purchase price," the US Attorney's Office said.The agency said LaCourse also "placed direct orders for German-made machine guns that were purported to be paid for by the Police Department," but that were actually funded by Marcum and Petty who "intended to bypass restrictions on the importation of such weapons by anyone other than the police or the military."Over the course of the scheme, the co-conspirators purchased or imported about 200 fully automatic machine guns, and LaCourse made $11,500 from the gun dealers, the US Attorney's Office said. US District Judge Sarah Evans Barker ordered LaCourse to pay an $11,800 fine."Over 100 illegally obtained machine guns, 52,500 rounds of ammunition, and over $6,000 in proceeds of the <keyword id="11893298" type="UNKNOWN" weightage="100" keywordseo="crime" source="Orion">crime</keyword> seized from LaCourse's office desk will be forfeited to the United States," the US Attorney's Office said. US Attorney for the Southern District of Indiana Zachary A. Myers said in the statement that "the public has a right to expect police powers are used for the public good.""Instead, the defendant sold his badge to facilitate a criminal machine gun trafficking conspiracy. With heartbreaking regularity, we see the carnage that criminals can inflict on our communities with weapons of war," Myers said. LaCourse's attorney, Andrew Maternowski, said in a statement to Fox 19 that his client made "mistakes ... with the intent to help fund the Addyston Police Department.""Mr. LaCourse admitted his mistakes in trusting two federally licensed gun dealers to explain to him the complicated intricacies of ATF procedures and paperwork required to obtain firearms. He was mislead by these gun dealers who used him to obtain guns they re-sold at a profit estimated by the ATF to be upwards of $2 million dollars," Maternowski said, per the outlet.

Former Ohio police chief sentenced to 3 years' probation for trafficking 200 fully automatic machine guns, DOJ says

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Optimizing customer experiences to build loyalty in a contactless retail world

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Former Ohio police chief sentenced to 3 years' probation for trafficking 200 fully automatic machine guns, DOJ says

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