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Providing insights from thought leaders in the customer management space, as well as case studies and best practice data on loyalty programs, and benchmark metrics on customer satisfaction and customer experience.
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Written by Amanda Ferrante
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Wednesday, 10 March 2010 21:56 |
In an effort to assess the increasingly important concept of customer loyalty, Aberdeen Research recently previewed its upcoming study, focused on re-examining and optimize cross channel loyalty offerings.
An advanced research preview of the report, titled “Cross-Channel Customer Loyalty: Rewards vs. Promotions, and the Battle for ROI,” indicates that there is a growing need for retailers to assess how cross channel loyalty offerings and reward plans compare with promotions, for a clearer understanding on how to increase customer recency, frequency and monetary (PFM) performance.
Best-in-Class retailers are testaments to the positive effects of proper blend of cross channel loyalty offer optimization (customer-segment based point perk or dollar rewards and multi-tier, multi-channel offers or promotions), which are necessary to achieve higher customer retention rates (profitable), as well as reduced customer attrition rates of those with the highest profitability, the report said.
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Read more...
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Wednesday, 10 March 2010 21:55 |
In an effort to drive customer loyalty, CircuitCity.com has launched a new payment option, the CircuitCity Preferred Account. Through the new option, customers will be able to finance their purchases and receive account-specific offers and promotions.
CircuitCity.com is promoting the option on its Web site and emails by offering preferred account holders $20 off a purchase of $100 or more when they use the account. Shopper can apply for the account at checkout. Account holders pay no interest for up to 12 months on orders of $1,000 or more and up to six months for orders of $250 or more.
“We think there is a loyalty factor here,” Bruce Leeds, Vice Chairman of CircuitCity.com parent company Systemax Inc told an online retail magazine. “The people who apply are likely to come back more often and use the card. That’s a big positive.”
Systemax, which offers similar programs with some of its other brands, such as TigerDirect.com, uses BillMeLater’s back-end infrastructure for the program.
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Wednesday, 10 March 2010 21:52 |
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Focused on providing online customers with an enhanced service offering, 1800Flowers.com will tap Howcast’s technology to give customers quick answers to commonly asked questions. As online and mobile video channels become more powerful for brand communications, Howcast, a provider of engaging instructional online video solutions, partnered with the florist to further enhance the shopping experience on www.1800flowers.com.
"1800Flowers.com has built its trusted reputation by leveraging innovative technologies and tools to further enhance the customer experience," said Jim McCann, Founder & CEO, 1800Flowers, in a recent press release. "We recognize the power of online video to engage and educate customers and we will continue to work with Howcast to focus on our new media strategy, as it pertains to effectively communicating with our customers."In an effort to streamline customer’s purchasing decisions with education and shopping advice, the florist will integrate Howcast’s online video offering into its Web site and be available via YouTube and AOL, among other partners.
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