Loyalty Marketing

Century 21 Department Store is getting into the private label credit card game.   The off-price retailer is collaborating with Alliance Data Systems to launch the brand’s first private label credit card. By connecting customized rewards and benefits to the payment card, the retailer expects to drive engagement and brand loyalty.   

This year, Hanukkah and Christmas Eve both fall on the last Saturday before Christmas, dubbed Super Saturday, which is likely to have a dramatic impact on traffic on that day.   

Target Corp. on Wednesday announced its board has authorized a $5 billion share buyback plan.   The retailer will begin repurchasing shares under the new plan upon completion of its current $10 billion program, which is expected before the end of fiscal 2016 in January. Under that program, the company has purchased $8.8 billion worth of shares.   Target also declared a dividend of 60 cents per common share for the fourth quarter, unchanged from the third quarter.  

Consumers have made it clear: they want to shop across a brand holistically, not a company’s individual channels.   Yet, a lack of unified customer experiences continues to haunt customer service, and fails to drive customer loyalty. These details were revealed in “In-Store Meets Online: Unifying the Retail Customer Experience,” a report from Kibo, a cloud-based unified omnichannel commerce platform provider.   

Helzberg Diamonds is committed to “making people feel loved.”   By adopting a set of multichannel customer experience management solutions, the jeweler is taking the next step to “wowwing” its shoppers with more personalized customer service cross-channel.   

It’s 12,000 stores and counting for Dunkin’ Donuts.   The chain on Tuesday opened its 12,000th restaurant worldwide, in Riverside, California. The new location is part of Dunkin’s strategic westward expansion.    It plans to open more than 30 new restaurants in California this year with plans for about 300 new locations total to be developed in the state over the coming years.  

The back-to-school shopping season has barely ended. The east coast is still experiencing a smattering of 90-degree weather. The top trending Halloween costumes haven’t even been confirmed yet. But consumers don't care — for them, preparing their holiday shopping strategies are priority one. Note to retailers: it’s never too soon to follow their lead.  

Industry observers are reporting that customer service is on the decline. The culprit: contact centers.