Customer Engagement in Retail

As a retailer, you want to exceed customer expectations and beat the competition time and time again.

Meeting customer expectations as effectively as possible

Customers expect more. They want a fantastic customer experience and relevant offers. How can retailers exceed customer expectations and beat the competition? The answer is Customer Engagement.

Customer Engagement in Retail

As a retailer, how can you exceed customer expectations and beat the competition time and time again? Optimal customer engagement is critical here. Customer engagement means more than just interacting with customers. Customer engagement means arousing interest and putting the customer first. It means making your customers feel like everything revolves around them. How can you achieve that? By constantly surprising them and adding them to your fan club.

Four conditions for Customer Engagement

There are four elements that play an essential role when it comes to surprising your customers.

1. Be Personal

You need to know everything about your customers to be able to respond as effectively as possible to their wishes.

2. Think Borderless

Stop thinking in terms of channels. After all, the customer journey takes place both online and offline. If you stop thinking in terms of channels, you can approach your customers using an omni-channel strategy based on a single version of the truth.

3. Stay Connected

Make sure you are connected to your customers at all times. This enables you to collect large quantities of data and convert them into useful insights. You can then use that data to address your customers personally at every stage of their journey.

4. Take Control

The fourth success factor is being in control. Do you need a clear view of your customers and complete control over your stock and the supply chain? If so, you need to create a solid technical and organisational foundation.

These four conditions form the foundation of our vision of how retailers can remain successful in a rapidly changing world. We help your organisation excel in all these areas.

inRiver PIM

The modern Product Information Management-platform (PIM) from inRiver helps manufacturers, wholesalers and retailers streamline the complete purchasing process for their customers. Online, but also for catalogue and POS.


A complete retail solution that supports your back office and all your shopping processes in an integrated way. Fit4Retail is based on the best practices from your industry and contains all the functionalities that SME retailers want.

Whitepaper: Surprise in customer interactions

The how and why of Customer Engagement in Retail, Wholesale and Manufacturing.

Download whitepaper

Design Thinking: Getting started with the ultimate Customer Journey

Blog - 19 November 2018, Frank Koppen, 5 min reading time

If your company wants to be truly relevant to consumers, you constantly have to base your reasoning on your customer's needs. Design Thinking can be of enormous help with that.

Your customer expects a personal approach


Do you know your customers through and through? Do you know their favourite colours or hobbies? A personal approach can really help attract customers to your business.