Loyalty Marketing

Whole Foods Market is preparing to roll out a rewards program nationwide amid increasing competition for its shippers. .   Coinciding with the company’s “strategy around leading a race to the top in terms of a differentiated customer experience,” the grocer plans to launch the rewards program in 2017, Whole Foods’ CEO John Mackey said in the company’s earnings call on Wednesday, Nov. 2. He did not reveal a specific start-date.  

Walmart is expanding its mobile payment options.   Walmart will accept Chase Pay on Walmart.com, through the Walmart mobile app, and in its stores through the app’s Walmart Pay feature. The digital payment solution allows shoppers to make secure digital payments in-store and online while earning rewards and receiving offers. Chase Pay also protects the customer through token technology, which utilizes one-time complex codes to process transactions and keep credit and debit card information secure.  

It may only be the first week of November, but American shoppers are steadily crossing items off of their holiday shopping lists.   As of the end of September, one-third (33%) of consumers had already started their holiday shopping, up significantly from 25% in 2015. Further, they expect to spend an average of $908, an 8% increase from last year ($839 in 2015). Among affluent consumers, this threshold increases to an average of $1,513.  

China’s sluggish economy didn’t stop Alibaba from increasing revenue by 55% for the September quarter.  

As the centerpiece of today’s omnichannel world, customers expect a seamless experience no matter when, where or how they chose to shop. However, this explosion of multiple shopper scenarios is a significant challenge for retail operations.   Brands not only depend upon a seamless integration between online and in-store point-of-sale (POS) systems, but also contend with a paradigm shift of selling merchandise from a database rather than a physical store.    

Staples wants to help its associates pay back their student loans.   The retailer is launching a new student loan repayment plan for sales associates as part of a broader recruiting effort. The first part of the program initially targets specific new hire sales associates and existing internal candidates who have been identified as high potential and top performers. Staples said it will expand the program to additional groups in the future.  

The crusade to win the hearts, wallets and loyalty of customers is sometimes waged based on price, store location, or superior product offerings. But often, winning the battle comes down to more emotional factors – a matter of demonstrated care and consideration for a customer’s unique shopping needs. Simply put: A truly exceptional customer experience that both surprises and delights.   

Social media is increasingly influencing the shopper’s entire path-to-purchase.