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With Brand Loyalty, Emotion-Based Strategies Are the Future

| Michela Baxter

Loyalty programs are essential to the overall brand experience. A transactional “do/get” value exchange establishes functional bonds, but this tactic alone is not enough to build deeper emotional connections and weather future storms. Emotional loyalty strategies will be among the most successful in a post-pandemic world.

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E-Grocery: There Are No Quick Fixes

| Frank Kouretas

Opting for full third-party delivery for grocers came with many short-term advantages, allowing them to offer e-grocery solutions overnight. But this lucrative solution may not be sustainable for grocers who intend to make online an important part of their business. Owning the full omnichannel experience pays long-term dividends.

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Customer Journey: Meet Buyers Where They Are

| Bradley Hearn

Whether a consumer goes from product awareness to shopping cart in 10 minutes or 10 months, the psychological journey is the same. Once brands and retailers take the time to understand buying intent at each stage of the customer journey, they can structure better strategies for product and business.

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Loyalty Program Provider Clarus Commerce Acquires PrizeLogic

| Mike O'Brien

Premium loyalty program provider Clarus Commerce has acquired PrizeLogic to add rebate and promotion engine and rich first-party customer data as third-party tracking cookies are on the way out and Apple’s new iOS operating system severely limits marketers’ access to user activities. Terms were not disclosed.

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Brand Loyalty Is a Land of Pandemic Promises

| Vipin Porwal

For those brands fortunate enough to gain new customers during the pandemic, the big challenge is how to keep them. Brands may think new customers will stick around, but leaving is easy for consumers. If you fail to deliver, including on new promises made during the pandemic, somebody else will be waiting to meet those expectations.

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Returning Shoppers and Blended Expectations

| Ofer Fryman

With omnichannel shoppers being more loyal and more eager to spend, mending fragmented experiences is crucial. It’s clearly time to ensure your store experience is on par with digital. But with so many possibilities from contactless checkout to improved app experiences, knowing where to start is a challenge. Here are some tips.

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Are Your Ecommerce Returns Creating Non-Returners?

| Dan Nevin

Is your ecommerce returns process preventing customers from returning items – and thus not returning to shop with you again? The answer might be yes. Returns provide the ability to drive repeat purchases, if done right. Make sure your returns processes support this, and don’t instead create non-returners. 

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DNVBs: Five Lessons Learned by a Fitness Brand

| Katrin Zimmermann

When COVID hit weeks after AARMY opened its gyms in New York and LA, it had some inherent advantages to successfully adapt to temporarily being a digital brand. To execute, AARMY went into beast mode. Examining AARMY’s transition reveals five lessons it took from DNVBs that were pivotal in maxing out its opportunities.

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Digital Revolving Credit: Increasing AOV, Reducing Cart Abandonment

| Tim Harris

As consumers of all ages becomes more comfortable with ecommerce, savvy merchants need to develop strategies that capitalize on its unique advantages. Understanding the nuances of various web-based payment solutions will translate into increased sales, reduced cart abandonment and a boost in customer loyalty.

J. Crew

Degraded Loyalty a Leading Indicator of J. Crew’s Chapter 11 Filing

| Robert Passikoff

Twenty first century loyalty – the degree to which a brand meets customer expectations for their Ideal in a product category – is a KPI that changes before the brand’s economic structure begins to improve or decline. It’s an early warning signal that your brand may be in trouble. And J. Crew’s recent Chapter 11 filing is a prime example.