Posted on September 22nd, 2009 by Sallie Burnett
[Cincinnati.com, September 20, 2009] A recent U.S. Customer Scorecard Research study shows that 80 percent of Americans are loyal to at least one company, but just 31 percent of those say they’d stay loyal after a single bad experience. Recognizing this, companies like Remke Markets and Macy’s have renewed their emphasis on customer service in [...]
Filed under: Brand Loyalty, Customer Experience, Loyalty Marketing | No Comments »
Posted on September 15th, 2009 by Sallie Burnett
Sears and Kmart create a blended frequent shopper and gift card program, the Christmas Club card. The Christmas Club is a great example of how retailers can creatively respond to consumers resistance to rely on credit cards to finance purchases. In addition, it provides a branded “savings” account the enables a retailer to lock in [...]
Filed under: Brand Loyalty, Loyalty Marketing, Marketers Toolbox | No Comments »
Posted on September 15th, 2009 by Sallie Burnett
[New York Times, July 26, 2009] In a paper soon to be published in The Journal of Consumer Research, three researchers show that consumers reactions vary widely across cultures in response to surprise and delight rewards. On a scale of 1 to 7, Americans say they rate receiving a surprise free coffee a five. East [...]
Filed under: Loyalty Marketing | No Comments »
Posted on September 15th, 2009 by Sallie Burnett
The current economic climate finds the retail sector battling to sustain their business under intense financial pressure. Consumers have so much choice available to them that retailers must make sure they offer customers the choice of shopping via multiple channels so they can buy goods in the preferred way. Retailers like Lands’ End, Abercrombie & [...]
Filed under: Best Customer Management, Brand Loyalty, Customer Experience, Loyalty Marketing, Uncategorized | No Comments »
