Customer Loyalty in Retail

The template that most of today’s customer loyalty programs follow was designed in the early 1980s. It was a time when the consumers’ spending power was increasing but they had limited choices. It was a simpler time focused on rewarding repeat transactions with an economic reward – discounts. Since then, the framework has evolved in response to changing consumer behavior and retailers’ expansion into new channels. Consumers now have the ability to earn, track and redeem rewards across a variety of channels, and retailers are able to better utilize the data they collect through their program, as well as other sources, to deliver targeted offers based on consumer preferences and behavior. Download Full...

Showrooming: Don’t Minimize the Loss. Maximize the Engagement

Like the terms “French fries” and “soccer”, “showrooming” is a product of typically American linguistic artistry. It may not mean anything around the rest of the world but to the American retailer it is the latest, greatest buzzword that defines the new age consumer. The word “showrooming” has something in common with that other great American invention – the iPad; prima facie you can’t imagine a need for its existence, but it soon creates and itself fills a void with a heartwarming display of its previously unknown...