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Also from Phil Rubin...

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Loyalty Marketing info and Blog
Relevant Dialogue about brands and customers (URL)

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Phil Rubin

CEO
rDialogue

Netflix is super smart to raise prices for new customers only. At a minimum, as the article notes, it's highly unusual for companies to adopt a more favorable pricing structure for existing customers and these existing subscribers will appreciate Netflix for that. It also sends a message to prospective...

This is just a wonderful example of both caring about customers - especially high-value, influential and raving fans like Ms. Lyons. It also illustrates a company being very "real" - whether it was calculated for PR value or not. J.Crew has very real and visible people leading it, starting...

The more that retailers loyalty efforts are published, the more they ultimately defuse the value of loyalty marketing: that not all customers are equal in (realized or potential) value and thus should be treated, invested in, and rewarded differently. It's why we define loyalty marketing as "paying attention to...

The best retailers have CEOs that own and drive the customer experience - think Mickey Drexler, Jeff Bezos and Howard Schultz. That said, CMOs should also function as the CXO or Chief Customer Officer. The challenge with titles like CXO is that to too many people CX = online...

As an old boss once said -- and I agree -- employees, and leaders especially, should be fired with enthusiasm, or otherwise be fired with enthusiasm. It's really up to leadership and the company to be loyal to employees, properly and continually train and develop them, and finally empower...

Frequency is not by itself a flawed metric for loyalty, but it's also neither the only, nor the most important measure. Share of customer, size of customer, total spend and trend (i.e., is a customer spending more than previously or not?) are all important metrics, but it really depends...

The standards around consumer data and privacy should be full transparency. Paula is right that we should all expect increasing regulation and policing from the FTC in this area and it's actually about time. Too many companies - and marketers - are simply too irresponsible about their use of...

The Chief Customer Officer needs to make sure that the business is run and decisions are made in the context of customers. Simply as that may sound, most retailers are merchant-driven and consequently product, store and price-centric way before they are customer-centric.

The best companies have Chief Executive Officers who...

If retailers don't take care of their employees why should employees take care of customers? Thus retailers should have clear commitments to taking care of employees and this extends to emergency funds. (This applies to more than retail, btw!)

One of the best illustrations of this concept comes from restauranteur...

While there are higher fees for payment processing than Bitcoin offers, and even more vulnerability in terms of security breeches, it's hard to see Bitcoin going mainstream. Even with all of the US government dysfunction and recent threats of default, dollars are universally accepted and backed by the US...

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