Loyalty Marketing

By John Orr, [email protected]

Passive-aggressive, unengaged employees just aren’t that into your customers. Worse, they might be taking it out on customers, whose experience sends them to competitors. Contrast that with the upside of having an engaged staff happy at their jobs and going out of their way to treat customers well.

Camp Hill, Pa. -- Rite Aid is launching a loyalty program for consumers 65 and up. The new program is the latest extension of the chain’s customer loyalty program wellness+.

BURLINGTON, Mass. — 89 Degrees, a customer engagement agency that leverages data and analytically driven strategy for maximum ROI, has named Rosie Poultney VP, analytics.

“Rosie is a key hire in our evolution as a customer engagement agency, linking digital technology and analytics to drive omnichannel marketing in powerful new ways,” said Phil Hussey, president of 89 Degrees. “Adding Bill Pena recently as VP of technology services was another major step in this direction, as we bring world class talent to our technology solutions.”

New York -- Consumers continue to hold tight to their purse strings and will rely heavily on online and mobile channels while they shop, according to Deloitte’s annual “Back-to-School” and “Back-to-College” surveys. 

Shoppers are far more optimistic about the economy than this time last year. Nearly four in 10 (37%) are more confident in the economy’s prospects, compared with just one-quarter (26%) a year ago. 

By combining offers with other retailers or entities, retailers can avoid being victimized by the “adverse selection” of consumers who simply look for the largest discount they can find at a given time, Alex Rampell, CEO and co-founder of offer-based payment platform TrialPay, told attendees at the recent Retailer Roundtable event sponsored by digital gifting platform CashStar.

“Offering a massive discount just gets people to go elsewhere for a bigger discount,” said Rampell. “Those consumers do not develop into loyal customers.”

Seattle — Starbucks Corp. reported strong results for third quarter fiscal 2013, with net revenues, same-store sales and operating income all increasing substantially from the same quarter a year earlier.

Net earnings grew 25%, from $333.1 million to $417.8 million.

Net revenues totaled about $3.7 billion, up 13% from $3.3 billion. Same-store sales increased 8% globally, driven by 9% growth in U.S. stores.

While the mobile phone serves as a lens to a personalized store experience, moving forward, wearable technologies like Google Glass will take in-store personalization to the next level, Steve Arthur, head of retail industry for Google, told attendees at  the Retailer Roundtable event, sponsored by digital gifting platform provider CashStar. Arthur cautioned that retailers must realize they must deliver consumers the experience they need, rather than what they want, and be prepared for a post-PC world. 

By Jake Weatherly, [email protected]