Loyalty Programs

A Chat With Tom Ebling, Former Demandware CEO
November 8, 2017 at 6:27 pm

I was excited to interview Tom Ebling last week, a true retail technology leader whose stint as CEO of Demandware from 2010-2016 included growing the software company into a $300 million public company that was acquired by Salesforce for $2.8 billion in 2016. Prior to Demandware, Ebling was the CEO of Lattice Engines, ProfitLogic and…

Retailers Using Mobile to Make BFFs
October 16, 2017 at 3:00 pm

Now that we’re well into the second half of the year, many retailers are beginning to formulate their marketing plans for 2018. In particular, I’ve observed two approaches take shape that I think retailers can immediately act on that will have a major impact in retail marketing next year. First, in a time of stagnating app usage, it’s critical that retailers implement more of a cross-channel mobile marketing approach to engage customers. Second, the ability to use big data to improve customer experiences is finally close to becoming reality. However, brands must achieve the right balance in what data they request from customers and the enriched experiences they offer in return.

Amazon Launches Monthly Prime Student Service
October 11, 2017 at 10:24 am

Amazon.com is attempting to attract more more students into its lucrative Prime loyalty program. The retailer announced a new offer for college students: $5.49 monthly subscription plan bundled into a free six-month trial offer. So essentially anyone with an .edu email address can get Amazon Prime free for six months, after which they can elect…

How to Retain Holiday Customers
October 5, 2017 at 2:44 pm

The holiday shopping season presents a prime opportunity for retailers to acquire new customers.

Loyalty is Not a Program
October 4, 2017 at 2:55 pm

In the back corner of my desk drawer is a stack of dusty, neglected loyalty program membership cards. They're tokens that demonstrate that each company once offered me something that convinced me to sign up for their loyalty program. Some are also reminders that those companies have failed to provide me with compelling benefits since.…

Loyalty is Not a Program
October 2, 2017 at 5:59 pm

In their scramble to reach customers, many business leaders start acquiring mass amounts of data. Others create incredibly complex analytics. Some think the answers come from the top. What's often lost in this quest to innovate is the very thing we claim to value: the customer. Customer centricity might sound like just another buzzword, but it creates the framework required for customers to fall in love with your brand. The strategy? A dynamic and powerful partnership across IT, analytics and busines — between the Geeks, the Nerds and the Suits. This book exposes the most common hurdles companies face in becoming customer-centric, and shares insight on how Geeks, Nerds and Suits can play their part in overcoming them. It not only demonstrates how to create effective collaboration between your teams to solve problems, it shows you how to create a business atmosphere that runs itself and clears the path for innovation.

How GNC's Loyalty Program is Helping Turn Around the Business
September 22, 2017 at 10:07 am

In late 2016, GNC, one of the largest nutrition and supplements businesses in the country, made a bold move. With giants like Vitamin Shoppe and Wal-Mart cutting into its profit margins, GNC decided to close all 4,400 of its stores for a day and reset its pricing strategy, offering one simplified price across all channels…

Customer Loyalty: More Than Just a Trojan Horse
August 29, 2017 at 11:40 am

Loyalty programs are an invaluable tool for brands. With the fourth quarter fast approaching and the holiday shopping season looming large, well-executed loyalty programs can drive consumer engagement, facilitate data collection, personalize on-site experiences, and help brands identify their most valuable customers. However, the majority of retail brands are failing to meet consumer expectations. According to…

Personalization Made Easy
August 7, 2017 at 1:43 pm

I was excited to interview Tom Ebling last week, a true retail technology leader whose stint as CEO of Demandware from 2010-2016 included growing the software company into a $300 million public company that was acquired by Salesforce for $2.8 billion in 2016. Prior to Demandware, Ebling was the CEO of Lattice Engines, ProfitLogic and […]

Automated Incentive Strategies for Omnichannel Sales
August 3, 2017 at 8:08 am

Retail is changing (big surprise). First, there was retail in all its traditional forms, from national chains to department stores to mass merchandise, along with local retailers. Then came big-box retail and large specialty retail. And since the turn of the millennium, we’ve seen the long expected powerful growth of online sales, including megalithic Amazon.com,…