In a time where the retail sector is undergoing continuous changes and increased competition, establishing and maintaining long-term customer relationships become increasingly critical for a company's success. Marketing constitutes the core of creating and communicating value to customers, as well as sustaining robust customer relationships. This study sheds light on the strategies and methods employed by retail companies in Sweden to address this challenge. The purpose of this study is to examine the strategies retail companies employ to obtain long-term customer relationships.

Through semi-structured interviews and an abductive research perspective, the study not only identified challenges and opportunities for retail companies but also provides concrete insights and tools to develop and preserve strong customer relationships. With a specific focus on membership programs, the study revealed companies' unique strategies to enhance customer loyalty and meet today's complex consumer needs.

The results reveal that successful retail companies not only offer quality products but also create customer experiences and build long-term customer relationships. Membership programs, sustainability efforts, and technological adaptation are common themes in their strategies. The study provides valuable insights for industry players striving to strengthen their customer relationships in a competitive environment.