Loyalty & Rewards

  • Digital Transformation at Sears Holdings

    Data-driven Personalization Fuels a Member-Centric Strategy

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    Since 2009, Sears Holdings (Sears, K-Mart and related brands) have promoted a rewards program called "Shop Your Way" to turn shoppers into members. The loyalty program is supported by big data analytics and targeted, personalized marketing. At the same time, the retailer has innovated in cross-channel customer experience.
    Jul. 16, 2015
    Strategies
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  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

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    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!
    Dec. 11, 2014
    Strategies
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  • How Good Is Apple Pay’s Ecosystem?

    How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

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    How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?
    Oct. 31, 2014
    Strategies
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  • Are Your Daily Deal Customers Just One-Night Stands?

    How Might You Convert Them to Loyal, Repeat Customers?

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    Merchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.”
    Jul. 31, 2014
    All Members
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
    All Members
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  • Amazon Takes on Apple in Digital Music

    Combined CDs and AutoRip Make Amazon Cloud Player More Enticing

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    Amazon’s AutoRip feature surprised and delighted some customers and annoyed others. We like the fact that we now have digital access to MP3 files of the music we bought on CDs for free and without doing anything!
    Jan. 24, 2013
    All Members
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  • Customer Ecosystems: Meal Ordering Services

    Creating Customer Ecosystems Around a Specific Service

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    If there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services?
    Mar. 15, 2012
    Strategies
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  • Groupon's New Consumer Programs

    How Do They Benefit Consumers? And What Do They Offer Merchants?

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    Groupon is trying new programs to win the loyalty and wallets of existing and new customers. But do the programs offer enough to attract customers to join? And what’s in it for the merchants?
    Mar. 1, 2012
    Strategies
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  • Is Sears.com Strong Enough to Help Save Sears?

    Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships

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    Customer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships
    Jan. 19, 2012
    All Members
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  • All I Want for the Holidays

    A Wish List to My Favorite Retailers and Etailers

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    Here's a list of ways to personalize the holiday shopping experience that will delight customers and bring in extra sales from those of us who avoid Black Friday and Cyber Monday.
    Dec. 15, 2011
    All Members
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  • How to Be a Great Customer

    Good Customers Have the Best Experiences

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    Relationships between company representatives and customers go both ways. In order to receive the very best customer experience, you should be the very best customer you can be. Here, we offer some guidelines for how to be a good customer.
    Nov. 3, 2011
    All Members
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  • Brand Loyalty

    The Direct Path to Customer Satisfaction, Referrals, and Revenue

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    The combination of great products and a great customer experience will keep customers loyal to your brand.
    Oct. 6, 2011
    All Members
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  • Engage Them Early, and They'll Be Customers for Life

    Targeting College Students for Free or Discounted Products and Services Can Be a Great Customer Relationship Strategy

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    Students are an excellent audience when prospecting for loyal customers. Engage them early with great products, great deals, and a great customer experience so that they turn to your company when they graduate and are ready to become loyal to a brand.
    Sep. 22, 2011
    All Members
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  • Do Rewards Programs Foster Loyalty?

    Only If You Address Customer Scenarios

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    Loyalty programs have to do more than just offer discounts, or else customers will simply play “find the bargain.”
    Jul. 9, 2009
    All Members
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