Members Drive Esteemed Customer Experience at BJ’s Wholesale Club

Having a great customer experience is a major selling point for any brand, and when its loyalty program members help drive that esteemed experience, positive results follow.

Consider that BJ’s Wholesale Club delivers the best customer experience in the retail industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers. 

Survey respondents were asked to evaluate their recent experiences with a company based on three across three criteria: Success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?)

BJ’s Wholesale Club supports a customer experience that offers tremendous savings and a marvelous selection of products. But, that is not the only reason members are lining up to bestow one of the East Coast’s most popular warehouse clubs with their loyalty. BJ’s also provides members with a sense of exclusivity and it inspires strong emotional connections among those who shop regularly.  

“BJ’s Wholesale Club focuses on providing the best value for our members,” Ledia Dilo, director of omnichannel and member care, BJ’s Wholesale Club, explained to Loyalty360. “Our customer service strategy focuses on getting it right the first time, team member empowerment, and rapid service recovery. We listen to our members whether the feedback comes in-Club, through social media, or through our Member Care contact centers.”

Emotion is one of the three categories for customers to evaluate brands on in the Temkin CX Survey.

“BJ’s membership model allows our team members to deliver a more personalized experience and connect with our members on a deeper level,” Dilo said. “Our members take pride in their BJ’s membership and, in turn, we offer them unbeatable value, helping them save up to 25 percent off grocery store prices every day. For those whose hearts are bigger than their budgets, BJ’s makes it possible to live generously.”

Dilo added that BJ’s Wholesale Club constantly listens to its devout members and often tweaks customer experience/customer loyalty initiatives throughout the year.

“BJ’s Wholesale Club regularly listens to our members’ feedback to ensure that we are providing them with the most value and convenience based on their needs,” Dilo added. “We often involve members in the design of our products and services to ensure that we are meeting their expectations and are continually improving the member experience. Some recent examples include the launch of our online deli and bakery ordering system, PICK UP & Pay, and changing the way BJ’s Perks members’ earnings can be redeemed.”

Stephanie Meltzer-Paul, VP of member engagement, BJ’s Wholesale Club, will be the featured speaker during a session titled, “Driving Engagement in a Membership Business Model,” at the 10th annual Loyalty Expo set for May 2-4, 2017, at the Caribe Royale Orlando in Orlando, FL.

Presented by Loyalty360 – Association for Customer Loyalty, Loyalty Expo has earned the reputation of being one of the industry’s premier events.

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