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Phil Rubin

CEO
rDialogue

With nearly 30 loyalty program memberships per household, the last thing consumers need is another "more of the same" loyalty program. Not in spite of this growth but perhaps because of it, nearly 60% of consumers believe that the programs lack relevance. Whole Foods is taking a smarter approach...

Threats of terrorism in the U.S., whether explicit or otherwise, are nothing new and as we have known since 9/11, there are targets aplenty. As "great" as online shopping is, it's not going to replace physical retail, even with such threats. At the same time, increased security at shopping...

The AmEx relationship at Costco is made for a card portfolio comprised of higher-spending members. That's essentially what Costco paid for in its relationship with AmEx. The downside for Costco is that its new supplier is unlikely to deliver the same kind of value (translation: dollars) from the portfolio...

E-mailed receipts make total sense for retailers and for consumers, especially in categories that involve more considered purchases. However, like anything else involving relationships, it has to be based on trust and accountability. Consumers should get an explicit quid pro quo that the retailers will be responsible with their...

Nordstrom has long been a leader in terms of delivering a superior customer experience and without context, it's hard to say they are making a mistake. There have been some leadership changes, in some cases due to missteps and in others due to the company's leadership commitment, so without...

Perhaps Overstock.com is going to partner with the team that just shut down Sony's streaming business? While there is surely a strategy to being a "fast, less expensive, lower quality follower" to Amazon, I'd still buy Amazon and short Overstock.com.

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This year's commercials once again were at best solid—by advertising standards—but very few stood out in terms of bold, new ideas. Much fewer bold, new ideas that will carry through to be highly relevant to consumers beyond the game.

Surprise & Delights from McDonald's? Hard to see that scaling or...

Loyalty programs can absolutely tie to towns and communities, just as they tie to other brands. The real question is how and whether or not a transactional, points-driven model is the right one. That said, there are better opportunities, transactionally, if retailers are tied in. Creating win-win-win relationships between...

The theory of "Generation Flux" absolutely meshes with long-term planning. Just listen to a Nike earnings call with analysts. The biggest factors in the examples of Mr. Jobs and Mr. Parker is their ability to exploit the chaos out in the marketplace through leadership, dominance and focus, not to...

Loyalty, and especially loyalty marketing, has never been about a program any more than wellness has been about a vitamin. Loyalty marketing is a business and marketing strategy that aligns resources and investments to customers in a way that creates mutually-beneficial value.

Nikki's comments below reflect this idea. Loyalty isn't...

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