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Conference Recap: Envisioning a new era of retail

Conference Recap: Envisioning a new era of retail

by Marlon Bowser | May 13, 2020 | Loyalty marketing, Omnichannel CX

RetailEXPO ran a series of virtual conference webinars recently, starting with an excellent presentation by Mark Price, former MD of Waitrose and Deputy Chairman of John Lewis Partnership.  In his webinar, “View from the Top – Creating a new vision for a new era...
Loyalty in decline? Why insight is the answer.

Loyalty in decline? Why insight is the answer.

by Marlon Bowser | Jan 31, 2020 | Customer data & insight, HTK Horizon

Very rarely is there a compelling business case to run a points-based loyalty scheme.  Loyalty ‘experts’ will point at the success of airline programs to retain frequent fliers – but that’s a genuine edge-case in the spectrum of program viability.  The...
Black Friday Blues: Rethinking discount-driven loyalty

Black Friday Blues: Rethinking discount-driven loyalty

by Marlon Bowser | Nov 27, 2019 | Loyalty marketing, Omnichannel CX

Back in the day, we had the famous Boxing Day sale.  To use an analogy, it makes sense that turkeys are cheaper in the days after Christmas than before, because of the economics of supply and demand, and because there will always be a few birds that aren’t sold...
Why Promotions and Customer Success Go Hand-in-Hand

Why Promotions and Customer Success Go Hand-in-Hand

by Marlon Bowser | Jul 24, 2019 | Loyalty marketing, Omnichannel CX

I’m going to tell a true story. On the 10th of July, as a belated birthday present to moi, I ordered some Sonos speakers online from a popular retailer. For the sake of the story, let’s call them Johnny Lewis & Co.  I chose to buy from JL for three good...
3 Mistakes That Can Undermine Your Personalization Strategy

3 Mistakes That Can Undermine Your Personalization Strategy

by Marlon Bowser | Jun 25, 2019 | Customer-centered personalization

There’s lots of renewed talk around “personalization”, largely fuelled by the rise of customer data platforms, artificial intelligence and smart automation. Particularly in consumer businesses, where there’s arguably more need than ever before to ‘stand out’ by doing...

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