Loyalty Marketing

Bentonville, Ark. - Sam’s Club has improved its Club Pickup buy-online-pickup-in-store service, formerly known as Click ‘n Pull, with new features. Club Pickup allows members to order thousands of items, from paper towels to fresh produce to printer ink, and have them ready for pick up at all U.S. Sam’s Club locations at no additional cost.

Sam's Club is looking to gain an edge over Costco by overhauling its already first-in-its-category buy online, pick up in store service to appeal to more business customers.

Atlanta - Online shoppers frequently change retail channels during their shopping experience. According to the new Pulse of the Online Shopper study from UPS and comScore, better prices (57%) and selection (49%) are the top reasons for purchasing online after researching an item in-store.

Nearly half (48%) of online shoppers have used ship to store in the past year, and 45% of those consumers made an additional purchase when picking up their online purchase.

Target.com won’t beat Amazon.com, but Target will by following three core philosophies the retailer’s top digital executive and Amazon.com alum Jason Goldberger shared with attendees at the Internet Retailer Conference and Exposition.

Seattle - Amazon.com continues tweaking its shipping policies. A week after offering free same-day delivery for members of its Amazon Prime loyalty program in select cities, the retailer is now offering all customers free shipping on lightweight items in a program called Fulfillment by Amazon Small and Light.

The eligible goods include cosmetics and mobile phone accessories. There is no minimum purchase requirement, and membership in Amazon Prime, which offers free shipping on all purchases, is not required.

CVS/pharmacy is launching a Hispanic-focused rebranding of some of its stores in South Florida, an initiative that the retailer hopes to eventually roll out nationally.

The new and remodeled stores are called CVS/pharmacy y mas. Twelve CVS/pharmacy y mas stores are now open in South Florida, including 11 remodeled CVS stores and one brand new store. They all feature a fully bilingual staff, the addition of more than 1,500 Hispanic products, more competitive pricing on hundreds of products, and new services unique to a national retail pharmacy.

Chicago - It may seem counterintuitive, but retailers should welcome the irate shopper who vents their frustration. That’s because it’s the mistreated customer who walks out the door in a silent huff who places the most revenue at risk, according to a collaborative study of dysfunctional retail touch-points conducted by LoyaltyOne, Verde Group and Dr. Deborah Small, professor of marketing and psychology, Wharton School of the University of Pennsylvania.

King of Prussia, Pa. – eBay Enterprise has helped its clients reduce average handle time and save money by using the NICE Interaction Analytics solution. eBay Enterprise processes roughly 17 million contacts per year on behalf of its retailers, across a full range of channels including phone, chat, email and social media. Its key focus is on lowering average handle time (AHT), delivering consistent, high quality service, and enhancing the consumer experience.