Smell the coffee of the digital age

Smell-the-coffee-of-the-digital-age

OVERVIEW Social media is increasingly dictating the customer loyalty agenda as smartphones and mobile apps conquer the high street, writes Mark Palmer Delivering instant gratification to a consumer is part of modern-day loyalty. It can be in John Lewis with... Read more

Getting to know data is big business

Getting-to-know-your-data-is-big-business

BIG DATA Businesses are successfully analysing vast amounts of data to understand consumer behaviour and forecast trends, as Annich McIntosh discovers Big data is a term increasingly bandied about to describe the terabytes (TBs) of stored information now being held... Read more

Interpreting regulations as Europe seeks harmony

Interpreting-regulations-as-EU-seeks-harmony

DATA REGULATIONS European Union proposals on data protection may impact customer loyalty programmes which should ensure consumers get “fair value” in exchange for information, writes Peter Wray The proposed European Union Data Protection Regulation was introduced in January 2012 and... Read more

Separating the detractors and passives from the promoters

Separating-the-detractors-and-passives-from-the-promoters

MEASURING CUSTOMER PREFERENCES To know the score in business, you need to measure company performance through customers’ eyes, as Annich McIntosh reports Richard Owen, chief executive of Satmetrix, admits he received the worst score possible from conference delegates for saying... Read more

‘Reward points are set to go mobile’

Stephan-Dupré

LOYALTY REWARDS In a fast-changing retail world, Liam McLoughlin asks whether there is still a place for loyalty reward points The concept of a reward for doing business is a well-accepted facet of today’s retail world. Since the Co-op Divvy... Read more

Short-term gain wins long-term loyalty from customers

Short-term-gain-can-foster-long-term-loyalty

CUSTOMER MOTIVATION With many shoppers short of cash, retailers are trying short-term reward programmes to tempt them to spend, as Annich McIntosh reports Retail is a tough business. Today’s consumers generally are short of money and they are being increasingly... Read more