Maximizing the value of a retail loyalty program

Maximizing the value of a retail loyalty program

The grocery industry seemingly changes daily, with new products and initiatives to meet rapidly shifting consumer preferences as well as new technology that continues blurring the lines among social, mobile, CRM and loyalty programs. Given this level of marketing turmoil,...

How data design can take the pain out of purchases

How data design can take the pain out of purchases

Owning new things is supposed to give us pleasure, but the process of acquiring them can come with pressure.

Making data-driven decisions with your POS

Making data-driven decisions with your POS

Three questions to ask of your business to understand how to leverage POS data for a competitive advantage.

Why big data is big news for retailers

Why big data is big news for retailers

Unlike ever before, brands can build up a truly accurate picture of their individual customers, as well as overall demographics.

Why loyalty tiers no longer rank

Why loyalty tiers no longer rank

For a lot of loyalty program members today, getting to gold is a treasure hunt, and only the program operator holds the map. Almost one-third of consumers do not know which tier they belong to in the loyalty program they...

Loyalty limelight: Lancôme Elite Rewards

Loyalty limelight: Lancôme Elite Rewards

Lancôme, the luxury maker of cosmetics, skincare and fragrances including Poême, is versing itself in social media loyalty. The French beauty brand on April 21 launched a social media-heavy program, Elite Rewards, which rewards members for their social media engagement and purchases.

Three steps to retail loyalty programs that connect with customers

Three steps to retail loyalty programs that connect with customers

We all know that loyalty programs are popular with customers, but when it comes to why a customer shops with a particular brand, the loyalty program is actually fairly far down the list of reasons for why a customer engages....

A retailer's customer experience checklist

A retailer's customer experience checklist

Although they may be harder to tick off in a simple box, customer-centric strategies are extremely important to get right.

When it comes to loyalty marketing, sometimes less really is more

When it comes to loyalty marketing, sometimes less really is more

Let's play a game. Ask your fellow executives to name (without looking) those perks that your customers perceive to be the top five benefits of your loyalty program.

A boutique approach to loyalty, in four steps

A boutique approach to loyalty, in four steps

When it comes to competing against low-priced giants, specialty shops should ignore the specials and focus on the personals. This is among the key findings of a recent report by LoyaltyOne, "Four Ways to Win for Independent Retailers." The study...

Big data: Personalizing the customer experience in real time

Big data: Personalizing the customer experience in real time

Delivering a personalized customer experience is taking on new dimensions to address tectonic shifts in buying patterns.

If our data is currency, who is the bank?

If our data is currency, who is the bank?

If our data is currency, who's the bank? It's a question that every brand and retailer should be giving serious thought to. Those who don't may soon find themselves on the outside looking in at a data-centric economy that has moved on without them. But before we get to that, I should back up for a minute. Everyone wants our consumer data.

How and why price discounts impact customer experience

How and why price discounts impact customer experience

What are the odds that discounting your price is going to lead to a positive customer experience? It'll be interesting to see whether your reactions to the following discount scenarios are similar to mine or whether I'm an outlier. One-time-purchase...

Tipping points in an economy of one

Tipping points in an economy of one

From one-to-one to peer-to-peer, the relationship between consumer and brand has been tipping over the past few years, and the consumer is the one gaining scale. I first saw the makings of this transition two years ago, while writing my...

Choosing the right special effects for your brand's story

Choosing the right special effects for your brand's story

Last month I was in New York City for the National Retail Federation's (NRF) annual "Retail's BIG Show" conference. For those who have never attended this event, it certainly lives up to its name: it's BIG. As I made my...

Loyalty limelight: Vail Resorts' smart passes lead to peak engagement

Loyalty limelight: Vail Resorts' smart passes lead to peak engagement

In a nutshell: In 2007, Vail Resorts began embedding RFID chips into its passes so it could more quickly and easily check tickets at airlifts. The single- and multi-day ski passes, which are issued at Vail's five resorts, are automatically picked up by special readers at the platform, allowing skiers to more quickly board the lift.

Starbucks CEO talks gift card, mobile payment trends

Starbucks CEO talks gift card, mobile payment trends

The company processed 2-plus million new Starbucks card activations a day leading up to Christmas.

Point of sale mindset: How analytics can increase in-store sales

Point of sale mindset: How analytics can increase in-store sales

The use of in-store data as a way to increase sales is one of the most cutting-edge fields in analytics.

NRF bulletin: Personalization done right

NRF bulletin: Personalization done right

I've been on record many times as a hater of shopper loyalty, but an advocate of intelligent personalization. I admit my position can be construed as mincing words, but I remain stubbornly committed to the distinction. When marketers and retailers try to ascribe loyalty to their card-carrying customers they are usually delusional.

Five predictions for customer experience in 2014

Five predictions for customer experience in 2014

Happy near year! Here are five things that I believe will impact customer experience in the coming months: 1. The bottom line focused companies will increase their budget for metrics.

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