Luxury shopping is an experience all its own. Included in the unique ecosystem of retailers catering to the very wealthy are loyalty programs. Many recent program launches come from companies realizing that they need assistance building loyalty among … Continue reading
A recent report from Gartner found that a large majority — 81% — of customer experience (CX) leaders predict they will compete mostly or entirely on CX. However, less than half of those responding have established the rationale for … Continue reading
One school of thought among customer service managers today is that it doesn’t pay to wow your customer. Instead, it is more desirable — and more cost effective — to “meet expectations.” Regardless of whether you agree or disagree … Continue reading
When companies describe themselves as having “excellent” customer service, the claim sounds user-centered but too often it’s actually just a company-centered focus trying to position themselves as user-centered. Those companies are generally concerned with efficiency and reducing costs first and foremost, and … Continue reading
Every retailer has to answer two questions: How can I identify shoppers in a brick and mortar setting? If I can identify shoppers, what kind of data can I capture about them in store? AppCard for Retail Pro answers … Continue reading
Retaining existing customers by keeping them satisfied and engaged is far less costly than identifying and appealing to new customers, yet too often retailers let their regulars drift away. Why do retailers allow that to happen, especially when … Continue reading
Loyal customers are repeat customers. They are particularly valued because the cost of customer acquisition is high. However, loyalty is not just about repeat business – otherwise, all repeat customers would be considered loyal, and they aren’t. … Continue reading
3 things are clear to retailers: Most of your sales come from existing customers. The best way to increase repeat sales is to focus on cultivating customer loyalty. Success for your loyalty marketing program depends critically on shopper enrollment. … Continue reading
If your loyalty program is lacking luster, it’s likely time for an overhaul or at least a close inspection. So, you have a loyalty program, but: It’s not attracting new members Its members are not as active as you’d … Continue reading
Today’s retail channel is so fluid that consumers move effortlessly between channels. A shopper may begin online, for example, to learn the price of a 50-in television. But that’s just the beginning. Online, the shopper might discover he can afford a … Continue reading
