Loyalty & Rewards
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Digital Transformation at Sears Holdings
Data-driven Personalization Fuels a Member-Centric Strategy
by Patricia Seybold, Susan AldrichSince 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. -
CVS Makes It Easy to Reap the Value of Loyalty
Making Savings Relevant, Easy, and Obvious!
by Ronni MarshakDoes 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! -
How Good Is Apple Pay’s Ecosystem?
How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?
by Patricia SeyboldHow 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? -
Are Your Daily Deal Customers Just One-Night Stands?
How Might You Convert Them to Loyal, Repeat Customers?
by Ronni MarshakMerchants 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.” -
How to Offer a Little Extra to Delight Customers
My Most Recent Favorite Customer Experience Practices
by Ronni MarshakGo 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. -
Amazon Takes on Apple in Digital Music
Combined CDs and AutoRip Make Amazon Cloud Player More Enticing
by Patricia SeyboldAmazon’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! -
Customer Ecosystems: Meal Ordering Services
Creating Customer Ecosystems Around a Specific Service
by Ronni MarshakIf 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? -
Groupon's New Consumer Programs
How Do They Benefit Consumers? And What Do They Offer Merchants?
by Ronni MarshakGroupon 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? -
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
by Ronni MarshakCustomer Experience Audit of Sears.com’s Capabilities to Let Customers Find and Buy What They Want and Manage Their Relationships -
All I Want for the Holidays
A Wish List to My Favorite Retailers and Etailers
by Ronni MarshakHere'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. -
How to Be a Great Customer
Good Customers Have the Best Experiences
by Ronni MarshakRelationships 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. -
Brand Loyalty
The Direct Path to Customer Satisfaction, Referrals, and Revenue
by Ronni MarshakThe combination of great products and a great customer experience will keep customers loyal to your brand. -
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
by Ronni MarshakStudents 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. -
Do Rewards Programs Foster Loyalty?
Only If You Address Customer Scenarios
by Ronni MarshakLoyalty programs have to do more than just offer discounts, or else customers will simply play “find the bargain.”
