Loyalty Marketing

Wayfair credits innovation, increasing brand awareness and repeat customers for its strong fourth quarter growth.   The home decor brand’s total net revenue for the fourth quarter ended December 31, 2016, rose 33.1% from last year to $984.6 million, topping analysts’ expectations for $975.32 million. The company’s gross profit was $238.6 million, or 24.2% of total net revenue.  

The increasing use of smartphones has drastically impacted the consumer's path to purchase — and the momentum continues.   Most online U.S. consumers (60%) now use mobile technology for shopping, and two thirds (67%) searched online for additional product information, according to “The Consumer Technology Association's (CTA) Path to Purchase Using Mobile Devices Market Research report.”  

Amazon has again raised the stakes in the home shipping war.   Almost a year after raising its free shipping minimum for non-Prime customers from $35 to $50, Amazon subtly announced on its website that it is once again honoring free shipping on orders of $35.  

GNC Holdings plans to drive customer engagement by rewarding individual customers with targeted incentives.  

While Lidl has made clear its plans to expand to the U.S., many grocery retailers may not have expected it to make its stateside debut quite so soon. Recent reports that the chain will open its first stores on U.S. soil this summer, ahead of schedule, mean that the pressure is on for domestic grocery chains to determine how to react to their latest challenger.  

Exceptional customer service is key to driving long-term customer loyalty — and once again, B&H Photo Video, The Home Depot and Zappos are blazing the path.     For the second year in a row, these three heavy hitters topped the 20th Annual Mystery Shopping Study. The report from Astound Commerce recognized retailers who excel in customer service through an assessment of “must-have” website features and behavior based on engagement with available touchpoints.  

T-Mobile’s digital loyalty program just got more valuable.   The company’s “T-Mobile Tuesdays” app delivers free gifts and dis-counts to its users each week. Through its partnership with Excentus, the wireless provider now features a 25-cent-per-gallon “Fuel Rewards” discount code within its weekly rewards rotation.   

GNC Holdings Inc. on Thursday posted dismal results for its fourth quarter and said it was suspending its quarterly dividend in a move to reduce its debt.   The nutritional supplements retailer posted a loss of $433.4 million, or $6.35 a share, compared to a profit of $42.9 million in the year-ago period. Excluding certain items, earnings came in at 7 cents per share, well below the 36 cents that Wall Street analysts expected.