June 25, 2015

In the ongoing battle for market share, brands pour over metrics and tweak strategies to increase customer loyalty. The stakes are high, customer acquisition costs are expensive and most businesses can’t afford to lose sales to competitors. With prices commoditized in many industries, today’s battleground is centered squarely on customer experiences.

May 15, 2015

The success or failure of any business in this crowded and complex marketplace comes down to whether business goals are met – maintaining customer loyalty is chief among them. However, many retailers are beginning to confuse loyalty with promotions, loyalty cards and awards, undermining brand equity rather than building stronger ties with their customers.

April 30, 2015

Sean Claessen, executive VP strategy and executive creative director, Bond Brand Loyalty, spoke with Chain Store Age about how retailers can build customer relationships and loyalty in the era of omnichannel engagement.

March 31, 2015

Costco, Amazon.com and Apple  score highest in customer loyalty, according to the Net Promoter Consumer Study.

March 31, 2015

Deployment of in-store Wi-Fi had the most significant positive impact on retail sales and loyalty of any technology initiative, according to a survey by IHL Group.

October 14, 2014

The Finish Line has launced a new mobile app aimed at providing services and conveniences that reward members of its Winners Circle loyalty program with points and loyalty perks.

March 17, 2014

Roundy’s Supermarkets has selected Symphony EYC Customer Insights behavioral insights platform and expertise to enable customer-centric business processes.

January 6, 2014

While it is true that customer loyalty programs have revolutionized the way retailers engage with consumers, initially, loyalty programs were designed only as a data capture mechanism to drive a company’s marketing efforts.

October 14, 2013

Most retailers wouldn’t dream of using an abacus to reconcile daily accounts when software exists which performs calculations and reconciliations at lightning speed.

October 9, 2013

Amid weaker-than-expected August retail sales, leading retailers are kick-starting their holiday shopping season by wooing existing shoppers through their customer loyalty programs. Retailers are increasing their investment in the traditional transaction-based loyalty efforts because of the proven success of rewarding customers for their purchases.

September 18, 2012

By Dr. Gary Edwards, Empathica

January 31, 2012

A survey released Tuesday by Accenture showed that when it comes to customer loyalty, poor service can cause customers to abandon one company in favor of another.

May 3, 2011

Einstein Noah Restaurant Group announces partnership with Service Management Group, a leading customer analytics agency focused on loyalty and service improvement, to increase customer loyalty and drive same-store sales.

April 13, 2011

Customer loyalty is becoming harder for retailers to earn, and even harder to keep. 

October 31, 2008

Systems integration has become a popular topic in this column for two reasons. Why?...

September 30, 2008

The economy continues to squeeze consumers, and they are responding by pulling back their...

January 31, 2008

When Gottschalks Inc., decided to drive more customer loyalty through targeted marketing programs, the...

November 30, 2007

Harrah’s knows exactly where its profits come from—and that extends far beyond the gaming tables....

March 31, 2007

Shoppers are not...

January 31, 2007

Delhaize America’s Food Lion, Hannaford Bros. and Sweetbay Supermarket have implemented Houston-based adplex’s interactive online...

July 25, 2006

Seattle, Amazon.com Inc....

January 16, 2006

New York City, ...