by Marlon Bowser | May 13, 2020 | Customer experience, Loyalty
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...
by Marlon Bowser | Jan 31, 2020 | Data and insight, HTK and Horizon News
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...
by Marlon Bowser | Nov 27, 2019 | Customer experience, Loyalty
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...
by Marlon Bowser | Jul 24, 2019 | Customer experience, Loyalty
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...
by Marlon Bowser | Jun 25, 2019 | Personalisation and Targeting
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...
