CRM / Loyalty

Retail CRM provides insights from leading retailers and industry experts that help improve the customer experience at every touch point and across all channels. Some topics covered in CRM articles include customer loyalty, email marketing and promotion optimization. Subscribe to the feed and stay in touch with the latest retail happenings.

Starbucks Expands Mobile Order And Pay To All U.S. Stores

Starbucks has expanded its Mobile Order and Pay service to all 7,400 U.S. stores. The feature is integrated into the coffee chain’s mobile app and My Starbucks Rewards loyalty program. Available to iPhone and Android users, Mobile Order & Pay enables consumers to place and pay for orders using their personal mobile devices. They can later pick up their orders at the Starbucks café of their choosing.

Starbucks initially tested Mobile Order and Pay in Portland, Ore. Following the test, which was launched in December 2014, Starbucks expanded the service across the Pacific Northwest. In summer 2015, Starbucks expanded the program to 3,400 locations across 17 states nationwide.


Bond Brand Loyalty Adds Blackberry Exec To Business Development Team

259597bondbrandBond Brand Loyalty, an agency focused on building and operating customer loyalty solutions, has hired Mike McDowell as its North American VP of Business Development. McDowell most recently served as the Senior Director of North American Field Marketing for Blackberry, and has more than 18 years of marketing, channel management, people leadership and business development experience.

In this position, McDowell will draw upon his industry knowledge and enterprise technology product expertise to continue the agency’s North American growth. He also will help improve the return on marketing investments and re-align marketing spend for Bond Brand clients, which span across retail, financial services, automotive, insurance and consumer packaged goods sectors.


Omnichannel Gift Card Programs Offer New Income Streams, Customer Data And Peace Of Mind

AVP site only SVS headshotLeading retailers have made it a priority to create seamless omnichannel experiences for their customers; from apparel through health and beauty to restaurants, brand owners are adding features that allow their customers to order products online or from their mobile devices, and either pick them up in the store or have them delivered to their home.

Women’s apparel retailer Athleta, for example, has laptops set up in-store that allow customers to check on availability of items and order online, if they’re not available at that moment in the store. Cosmetics giant Sephora has an app called “My Beauty Bag” that allows customers to track their purchase history and store their favorite products online, whether from their laptops or a mobile device, for use in ordering or when shopping in-store.


National Coney Island Doubles Monthly Loyalty Program Registrations With Paytronix

National Coney Island, a Michigan-based chain of 20 restaurants, has increased guest visit frequency and spend since launching the Coney Bucks rewards program, which is powered by Paytronix technology.

A July 2014 instant-win promotion helped National Coney Island double new Coney Bucks registrations over the average month’s registrations. To date, Coney Bucks has accumulated 58,000 loyalty program members.


The FaceShop Acquires 50,000 Loyalty Program Members With DataCandy Platform

faceshopThe FaceShop, an all-natural cosmetics brand, has secured 50,000 loyalty program members across 30 store locations within four months of launching its Beauty Circle program on the DataCandy customer engagement software platform.

Beauty Circle members generate approximately 50% of The FaceShop’s sales, according to a statement from DataCandy. Their average basket size also is more than 50% larger than non-members.


American Express Allows Members To Use Rewards Points On

Amex-Sync-Best-BuyBest Buy and American Express have partnered to enable American Express U.S. card members enrolled in the Membership Rewards program to use their points for online purchases on

With the new offering, eligible American Express card members can use Membership Rewards points to pay for part or all of their purchases. Card members also can check their Membership Rewards points balance before they check out on


Youngland Kiddie Shops Taps Aptos Solution Suite To Drive Growth

aptosYoungland Kiddie Shops has implemented a variety of solutions from Aptos, formerly Epicor Retail, to support retail operations, improve customer engagement and streamline chainwide efficiencies.

The discount retailer — which operates 17 stores under the Kid City brand — implemented several Aptos solutions through the cloud, including: Store and Mobile Store (Point of Sale); CRM; Merchandising; WebIM (Inventory Management); and Sales Audit.


The Top 15 Stories Of 2015 (So Far…)

topstoriesWe’re halfway through 2015 and Retail TouchPoints already has covered a plethora of new industry trends and best practices through our features, special reports, awards programs and proprietary surveys.

While the Apple Watch and Internet of Things (IoT) turned the heads of industry analysts and retail executives in a number of articles, the final top 15 list also includes a variety of topics that are relevant to all retail businesses, such as: Pricing, inventory management, customer service and loyalty programs.


More Than 5.5M Shoppers Save With Fuel Rewards From Shell

fuelrewardsshellLoyalty programs play a significant role in retailers’ efforts to bring consumers into the store and keep them coming back. Today, traditional retailers are taking steps outside of their core industry to boost loyalty among consumers. One successful entry into this growing retail segment is the Fuel Rewards Program. Shell is the network’s redemption partner, with more than 12,000 U.S. gas stations participating in the program. Retail partners linked with the Fuel Rewards program have included J.C.Penney, Kmart, Macy’s and The Home Depot.

Launched in 2012, Fuel Rewards has acquired more than 5.5 million members in three years. Across all categories, 78% of Fuel Rewards members redeem their rewards within 20 days of earning them when shopping or dining.


81% Of Unsatisfied Shoppers Don’t Tell Retailers About Their Poor Experiences

RR LoyaltyOne ImageThe majority (81%) of consumers who have had a poor shopping experience did not share feedback with retailers, according to LoyaltyOne and Verde Group research. Among these “silent” shoppers, 32% said they were unlikely to recommend these retailers to friends and family.

The shoppers who did notify retailers of their poor experiences and had their issues completely resolved were 84% less likely than silent shoppers to decrease their spend.


BrandsMart Optimizes Field Service Operations With ServiceScheduling

Retailers that sell electronics can boost customer loyalty and satisfaction by offering additional services, such as item installation, maintenance and repairs. Because field technicians that provide these services rarely work in an office and are consistently on the road, their schedules need to align with not only their personal needs, but overall consumer demand.

BrandsMart USA, a consumer electronics and appliances retailer, has implemented the ServiceScheduling routing optimization tool from ServicePower to improve field service team productivity and cycle time, as well as save hardware, software and overhead costs.


Only 32% Of Consumers Purchase From ETailers Twice In A Year

RR RJMetrics image2Within the first year, new e-Commerce customers spend approximately $154 with retailers. Most (69%) of this amount is spent within the first 30 days, according to research from RJMetrics. However, only 32% of consumers place a second order with retailers within that year.

Marketers need to respond by increasing focus on retaining customers and maximizing customer lifetime value (CLV). CLV is the sum of all purchases a customer makes in a given time period, with the report calling it “the most important metric for understanding your business.” In fact, the fastest-growing e-Commerce retailers acquire a CLV 79% higher than their peers after a full year.


Keeping Up With The Times: Five Steps To A Personalized Retail Experience

VP site only Cayan head shotAs the lines between our virtual and physical worlds continue to blur, the brick-and-mortar retail experience is changing. And there’s a common trend among those retailers leading the way: A movement toward greater personalization.

But while in-store technology like beacons and interactive product displays is becoming more commonplace, large-scale adoption remains a work in progress, creating a less-than-ideal customer experience. A recent report from Google found that 79% of shoppers seek information essential to their purchasing decisions while in a retail store, but only two out of every three actually find the answers they need.

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