Launching a New Loyalty Program: A Q&A with Victoria’s Secret on Adapting to Changing Customer Needs

CEM (Customer Experience)

Victoria’s Secret recently launched its VS & PINK Collective Loyalty Program, the first free rewards program the brand offered not connected to a branded credit card. Learning from customer data and feedback, Victoria’s Secret realized its customers were looking for more value from both the in-store and online options. The new loyalty program is the retail chain’s effort to both deliver that value and learn more about the behaviors and interests of its customers. ....

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