Loyalty Marketing

In retail, as in life, experience is everything. Whether it’s online, on a smartphone or in the store, it really doesn’t make a difference. A bad experience will turn off customers, while a good one will build brand advocates. It’s always been like that, of course. But today’s technology-enabled shoppers have changed the rules of the game by upping the stakes considerably.

Whatever happened to the customer? It’s a question I’ve been asking myself more and more lately, and one that more than a few national brands should be working harder to answer. At a time when retail is evolving in exciting ways, one of the most disappointing trends over the last several years is a conspicuous (and costly) lack of focus on the customer.

Delivering a superior mobile experience is a top holiday priority

Retailers can expect mobile devices to impact sales and play a greater role in buying decisions this holiday than last. Mobile as a percentage of site traffic on Black Friday shot up to 24% in 2012 from 14.3% the previous year. Sales over smartphones and devices on Black Friday rose to 16% in 2012, up from 9.8% in 2011.

An acquaintance recently had an experience at Starbucks that shows the negative impact that not providing a seamless omni-channel customer experience can produce. The fact that Starbucks generally offers a superior customer experience and is a leader in omni-channel commerce and promotions demonstrates that no retailer is immune to slipping up in this crucial aspect of the holistic customer service offering.

How many calories in that iced tea at the counter?

HOFFMAN ESTATES, Ill. — Sears continues focusing on its Shop Your Way loyalty program, following second quarter results for the period ended Aug. 3. Members can increase their reward points by linking up to three eligible Visa credit and debit cards to their accounts.

Members can use their linked cards at any number of Reward Partner merchants, such as Burger King, Popeyes, Louisiana Kitchen, Picture People, Public Storage and 1-800-Flowers.com.

By Dawn Palmer, Accenture

HACKETTSTOWN, N.J. — M&M’s is no stranger to the NASCAR circuit, but the official chocolate of NASCAR is giving fans the chance to race around the same track as the pros at the Atlanta Motor Speedway during an exclusive event dubbed the M&M'S 500.

On Monday, Sept. 2, M&M'S will invite fans to drive their own vehicle two full laps around the storied mile and a half track. Following their rides, fans can have their vehicles photographed at the track.

WEST CHESTER, Pa. — QVC is eyeing an increase in growth opportunities following the recent promotions of two key executives. 

The company has promoted Alex Miller to the position of SVP of digital commerce and Dave Caputo to the position of SVP of TV production and operations.  . 

Miller, who will continue to report to Mary Campbell, SVP of multichannel platforms, will now be responsible for the customer experience across QVC's web, mobile, tablet and social platforms.