Best Buy: Why in-store analytics are critical for survival

by Chris Petersen — Owner, IMS

Best Buy is a case study unfolding before our eyes. It is quite literally a test of how today's omnichannel consumers will behaviorally respond to radical…

Turning a frown upside-down: How negative WOM can help your brand

by Bryan Pearson — President, LoyaltyOne

The loyalty lie

by Doug Stephens — President, Retail Prophet Consulting

Loyalty is an increasingly fleeting thing. In fact, the average Gen Y mother now defines "brand loyalty" as a window of allegiance lasting 6-12 months before…

Retailer loyalty programs copycat airline industry

August 29, 2013

Retailers may be crafting their loyalty programs to reflect the airline industry — with elite levels and extra perks for shoppers who spend the most money…

Meijer clips double coupons from rewards inventory

August 28, 2013

The Meijer chain of supermarkets ended its practice of doubling coupon values, instead expanding the digital coupons provided through the chain's mPerks…

Customer loyalty: Woody Allen vs. your local ATM

by Micah Solomon — president, four aces inc

In my years as a customer service consultant, I've yet to hear a customer blurt out anything that sounds like this:

ConnectQuest expands location-based rewards app

August 23, 2013

ConnectQuest, a location-based shopping application, has added a new loyalty program feature to the ConnectQuest application software, the company announced.

Majority of US shoppers are not loyal, study finds

August 22, 2013

Market Track announced today the release of an in-depth report from a two-part national survey of retail shoppers and Fortune 100 companies. The report…

Study: The US is a 'coupon nation'

August 21, 2013

The digital coupon site RetailMeNot.com today released an initial set of data from its first international survey measuring the couponing and shopping…

Netflix uncovers clue to customer preferences

by Bryan Pearson — President, LoyaltyOne

Call it the case of the mysterious movie preferences.

Report: Even the wealthy love loyalty programs

August 14, 2013

In a new survey of affluent consumers by the Luxury Institute, wealthy shoppers earning at least $150,000 a year share detailed observations and evaluations of…

Building customer loyalty the hard (and only) way

Follow the framework for building satisfied customers by applying these four elements.

How to optimize your store for summer

by Gary Edwards — Chief Customer Officer, Emathica

Now that summer is well underway, it’s time for retailers to turn up the heat. After spending prolonged time indoors during the cold weather, customers are…

Loyalty, rewards and the test of time

by Bryan Pearson — President, LoyaltyOne

When it comes to measuring their program effectiveness, loyalty marketers tend to rely on what I like to call the big EAR: earnings, activation and redemption…

Are retailers down under on the fast track to mobile payments?

July 23, 2013

Australian retailers may be poised for the broad adoption of mobile payment technology. According to an article on ZDNet, there is a strong desire among the…

Shopkick beefs up anti-Amazon arsenal with in-app purchases

July 23, 2013

The iOS and Android app Shopkick, which enables users to search for items, find out where to buy them and then automatically check in at the brick-and-mortar…

Wooing shoppers with personalization

Retailers have realized they must create personalized shopping experiences in order to effectively compete.  

Have you experienced your customer experience - as a customer?

Can you assume, with any confidence, that shoppers will enjoy something you've never tried yourself?

French retailer Orchestra looks down the endless aisle

The children's specialty retailer turned to touchscreen kiosks to solve its out-of-stock issues.

Staples takes a page from the omnichannel playbook (Video)

The office supply chain's recent prototype stores aim to blend online with in-store.