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retail loyalty

88VIP members spend double, and adopt early

A trend is developing among retailers for members to be offered permanently lower “loyalty pricing” as a special reward. Alibaba 88VIP loyalty programme has experienced quite staggering success by expanding its customer retention efforts in this way.

The announcement of expanded perks was made during an exclusive concert for 88VIP members

Alibaba is the Chinese equivalent of Amazon, with lifestyle, loyalty and experiential elements thrown into the package. Few Chinese tourists … [Read more...] about 88VIP members spend double, and adopt early

Shame on you Boots

What happened to the Plastics Pact?

The news that Boots has digitised its Advantage loyalty card programme was completely overshadowed today by the unexplainable news that it was replacing paper subscription bags with plastic.

"Livid" and "baffled" customers have been complaining to the company and at least one was so incensed she took her bag back to the store with "shame on you!" and "paper, not plastic!" written in capitals in black marker pen.

Boots joined the … [Read more...] about Shame on you Boots

Customer expectations up 250%

Brand Keys 2019 identifies “unprecedented spike”

The Brand Keys annual loyalty survey has become so predictable in terms of which names will feature, that this year, it is producing a list of what it calls “perennial stars”. However far more important than the rankings, is the finding that customer expectations are up 250+% on last year. That is a frightening statistic. It means that brands are much more likely to disappoint.

“Trust has become the … [Read more...] about Customer expectations up 250%

Make the returning easy

* Customers won’t come back after bad experience* Rapid normalisation of returns

Retailers who don’t offer an easy returns process are losing sales and customer loyalty, with 84% of shoppers saying they won’t come back to a brand if they have a poor returns experience.

The research conducted by Klarna across 2,000 UK consumers in 2019 – and compared with the same data points from 2017 research – reveals the rapid normalisation … [Read more...] about Make the returning easy