Loyalty Marketing

Cincinnati – Post-holiday returns serve as a way to ensure the stress of the holiday season lasts into the New Year. According to a survey of about 1,200 adults by loyalty program provider LoyaltyOne, one out of every two U.S. shoppers (51%) say that returning gifts adds to their post-holiday stress.

Plano, Texas -- J.C. Penney is partnering with InStyle magazine to reinvent its 850 in-store salons nationwide in a move that could help the retailer pump up its volume and increase traction with younger shoppers. The new concept, called The Salon by InStyle, will make its debut in July, at 15 locations across Chicago, Dallas, Miami and Los Angeles.

Columbus, Ohio -- L Brands shareholders will receive a post-holiday gift in the way of a $2 a share special dividend. The news comes as the retailer, which also increased its ordinary annual dividend by 47% to $2 a share from $1.36 a share, reported significantly better than expected profits for its fourth quarter.

L Brands, whose brands include Victoria’s Secret, Bath & Body Works and La Senza, said same-store sales increased 7% and total sales for the four-week period ended Jan. 31 increased 7% to $783.1 million.

Wakefield, Mass. — More than 80% of retailers plan to increase their customer experience spending in 2015, according to a survey conducted by Econsultancy for SDL, a provider of global customer experience. The report also reveals that while North American retailer brands appreciate the need for technology integration, with 97% citing integration of customer experience technology as “important” or “essential” to their growth, only 40% describe their relevant systems as integrated and cross-functional.

The newly created position of chief member officer at Sam’s Club has been filled by veteran marketer Tracey Brown who has been given a wide range of member marketing, acquisition, engagement, retention and analytics responsibilities.

Seattle -- Amazon confirmed reports that it is piloting co-branded pickup sites with universities with the announcement that it has opened its first-ever staffed pickup and drop-off on-campus location, at Purdue University in West Lafayette, Indiana, and plans to open similar sites at the University of California, Davis and the University of Massachusetts Amherst.

Calgary, Canada – Shell Canada has signed a multi-year renewal with LoyaltyOne, the Canadian coalition loyalty business of Alliance Data Systems Corp., as a national sponsor of its Air Miles Reward Program. Shell Canada issues Air Miles reward miles for automotive fuel purchases made at its Shell-branded retail service locations across Canada.

By Jim Crawford

In the 1990s, when the Internet and e-commerce created a tangible link between modes of shopping that had previously been isolated (stores and catalogs), retailers struggled with how to understand, measure, and connect with shoppers in multiple ways.

It was out of this confusion that the concept of “multichannel” was heralded as retail’s saving grace, and soon, retailers were all abuzz with cross-channel shoppers.