Content about Loyalty business model

September 18, 2012
How Multi-Unit Retailers Can Improve Feedback Opportunities for Local Managers

By Dr. Gary Edwards, Empathica

By Dr. Gary Edwards, info@empathica.com

Localization is the name of the game in multi-unit retail. Large retail chains offer consistency, scale and other benefits, but if the brand fails to deliver exceptional experiences to local consumers, it’s unlikely that the retailer will gain any real traction in today’s highly competitive retail marketplace.

January 31, 2012
Survey: Poor service undermines loyalty programs

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.

New York City -- 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.

The Accenture Global Consumer Survey found that 66% of consumers switched companies – including wireless phone, cable and utilities – as a result of poor customer service in 2011, even as their satisfaction with the services provided by those companies rose overall.

May 3, 2011
Einstein Noah Restaurant Group selects Service Management Group to drive sales and increase loyalty

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.

Kansas City, Mo. -- 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.

Through this partnership Service Management will identify new business opportunities through customer analyses that integrate guest experience metrics with transaction data and Einstein restaurant attributes.

April 13, 2011
Customer Loyalty Elusive, but More Important Than Ever

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


October 31, 2008
By George, I Think They Get It!

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

September 30, 2008
Dashboards, BI: Springboards To the Customer Experience

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

January 31, 2008
Gottschalks to Deliver Segmented Promos

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

November 30, 2007
Customer Relationships Make Playing the Odds Easy

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

March 31, 2007
Happy Feet

Shoppers are not...

January 31, 2007
Grocers Launch Interactive e-Circulars

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

July 25, 2006
Amazon.com 2Q Profit Drops 58%

Seattle, Amazon.com Inc....

January 16, 2006
Growth is Key Industry Issue for 2006

New York City, ...