Imagine for a moment, if you will, that you are engaged in a discussion with another furniture retailer. The topic of discussion is the loyalty program recently launched by your colleague.
What would your response be if, in answer to your question concerning the level of planning that went into getting ready to launch the initiative, the executive with whom you were speaking replied, “Well, we felt as though we had better have some kind of program since a number of our competitors have them. We don&rsquo....