Loyalty360 Reads: April 3, 2019

Customer Experience
 
For the First Time, Online Shopping Overtakes Brick-and-Mortar
We’ve been told the day would come, and now it has arrived. This February, online shopping overtook traditional shopping. “The days of the internet and online shopping being ‘just a fad’ have come a long way over the years, but February’s Retail Sales report (released Monday) highlighted another of many major milestones that the growth of online shopping has reached over the years,” says Paul Hickey, Co-Founder or Bespoke Investment Group, which reported the statistic in a note to clients Tuesday.
 
Social
 
Making the Most of Instagram and Influencers
Dash Hudson has written a new (free!) e-book that explores best practices for Instagram marketing. “While an enlightened presence on social can make even the most mundane product next-level, many CPG brands struggle to track the return on their Instagram investments.”
 
Programs
 
Millennials Make Good on Travel Rewards
Studies show that millennials like to travel, and they take advantage of travel rewards more than any other demographic. “Millennials are also redeeming more travel rewards than any other generation, based on a 2018 survey by Discover, even as the industry’s traditional points and miles-based rewards programs don’t always match up well with the wants of younger travelers, according to industry research.”
 
Sears Rewards Program Is Still Running
Despite going into bankruptcy, the brand’s “lavish” rewards program is still offering substantial rewards. “During one of her regular Sears shopping sprees, Kyra Dwyer picked out $150 of clothes for herself and her daughter. She was charged $18.” The Sears’ story just gets wilder and wilder.
 
Partnerships
 
The Walmart-Google Alliance
Walmart has announced that it is “rolling out a new voice-ordering capability, Walmart Voice Order, which works across Google-Assistant-powered platforms, including Google’s smart speakers and displays, smartphones, smartwatches, and more.” This followed Amazon’s announcement that it is slashing prices at Whole Foods. For those studying customer experience across channels, this battle will be instructive in how to best serve customers where they are. For everyone else, it’s a great time to be a grocery consumer.
 

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