Retailers face challenge of building loyalty in digital market

A survey conducted by the Confederação Nacional de Dirigentes Lojistas (CNDL) and SPC Brasil, released in July 2026, indicates that 54% of digital consumers made purchases via social media in the 12 months prior to the study. This data highlights the growing importance of digital channels in the consumer journey.

To address the retail challenge of converting one-time buyers into loyal customers, entrepreneur Débora De Landa suggests focusing on the quality of the shopping experience. She emphasizes that building trust through interaction is more vital for business than mere entertainment. Key strategies include providing useful information before attempting a sale and personalizing customer service to meet specific needs and budgets without applying undue pressure.