---
title: "Customer engagement: brand loyalty with ReZone"
description: "Relatech modular Omnichannel Data Platform: retailers can count on a technology that supports customer engagement strategies"
---

<https://magazine.relatech.com/en>

# [Customer engagement: brand loyalty with ReZone](https://magazine.relatech.com/en/how-to-increase-customer-engagement-retail)

 Written by [Relatech](https://magazine.relatech.com/en/author/relatech) | 30 April 2020

**ReZone** is the solution developed by Relatech specifically for **customer engagement in the retail world**, a world that today must still take the challenge of the omnichannel approach. According to the latest edition of the [Omnichannel Customer Experience Observatory](https://www.osservatori.net/it_it/osservatori/comunicati-stampa/omnicanalita-la-strada-verso-la-maturita), promoted by the School of Management of the Polytechnic of Milan, 95% of the companies surveyed collect customer master data, but only 33% customize the contents according to the specific individual. A sign that, despite the great interest on the part of the companies, the approach to omnichannel is still of a tactical nature, that is, above all linked to **customer acquisition** or to the **increase in sales**, rather than of a strategic nature. In fact, only 27% of the sample aims to improve engagement, the way in which it is possible to embark on a stable **loyalty path with the brand**. ReZone technology meets this objective thanks to its integration of Data Management & Analytics, artificial intelligence algorithms, marketing automation tools and digital touchpoints.

 

## **ReZone at the center of engagement str****ategy**

Any **customer engagement strategy** must begin with a clear identification of consumer behavior, which has to come out from the most exhaustive collection of data concerning them. ReZone offers the ability to follow the customer along the entire **customer journey** consisting of a variety of channels. As pointed out by the Observatory, these are not exclusively online touchpoints, although e-commerce, especially in times of CoronaVirus, is now the preferred sales method. The integration of online and physical touchpoints will remain a widespread, indeed growing, practice among consumers for a long time. Therefore, engagement must take place where end users interact more frequently. Omnichannel, in fact, **means gathering the flow of customer-brand interaction data**, wherever it takes place, always keeping the customer at the center, and being able to analyze this data in depth.

 

## **ReZone tools for customer engagement**

The most suitable strategy for customer engagement goes hand in hand with the adoption of ad-hoc tools and technologies. ReZone can **manage and aggregate large volumes of data from heterogeneous sources** such as web, mobile and social, but also data gathered from other information systems like CRM, ERP and payment. The results of these aggregations are returned as **data analytics and graphic dashboards** representing the customer base that guide the **definition of marketing campaigns and personalized offers**. In this sense, ReZone architecture ensures that each module is not generalized, but customized to the specific objective that it is intended to achieve. Consequently, Relatech solution provides a series of tools ranging from **push notifications** to communicate promotions and news in real time to the customer who is in the store, to **web chatbots** implemented in collaboration with IBM, to **interactive InfoPoint **in the stores, up to **Augmented Reality** technology to make the shopping experience totally immersive and engaging.

 

## **ReZone benefits to brands and customers**

ReZone contribution to customer engagement is not limited only to the purchase phase, but covers all **stages of the journey**, including subsequent **assistance and after-sales stages**. Very often, in fact, a poor management of support requests following a purchase, causes the interruption of any relationship with the brand. For the brand, therefore, the benefits obtained with the introduction of ReZone, goes from the **knowledge of customer habits**, to the increase in signup on the app and website**, greater effectiveness loyalty programs** and, finally, a rigorous measurement of results in terms of **ROI**. In conclusion, the same advantages perceived by customers (innovative and unique customer experience, growth of brand trust, lower churn rate etc.) become the lever for a solid and lasting engagement.

 

[View full post](https://magazine.relatech.com/en/how-to-increase-customer-engagement-retail)

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