Comments on: Customer Loyalty Program reviews: Segment 1

By: Becky Carroll

Becky Carroll — Thu, 25 Oct 2007 04:20:40 +0000

Thanks, LP! Thanks for joining the discussion. Surprise and delight will hook the customers, and ongoing consistency of great customer treatment will keep them coming back.

By: L.P.

L.P. — Sun, 21 Oct 2007 21:09:36 +0000

I like the “surprise and delight” comment. That is exactly right.
Good discussion.

By: Becky Carroll

Becky Carroll — Fri, 19 Oct 2007 14:51:03 +0000

Brent, thanks for coming out and commenting on my blog! It was good to meet you yesterday at the beautiful Rady School of Management as I spoke to your group.

Yes, a “stealth” loyalty program doesn’t really do all that much until it is noticed – so may as well shout about it from the beginning! Otherwise, it is not money well spent.

Thanks again!

By: Becky Carroll

Becky Carroll — Fri, 19 Oct 2007 14:46:54 +0000

Darcy, thanks for commenting, and great that you called out the licensee of the San Diego Hangers stores, Gordon Shaw. Here is a link to an article on him from last year. Notice the last paragraph about how he focuses on adding value to customers – and can charge higher prices as a result.

Would I keep going to Hangers, even though I spend so much money there? Yes – their process doesn’t harm my clothes, they don’t smell bad from the chemicals, and the personnel there are very friendly and professional. But I am still going to start thinking twice when I buy clothes from now on – and minimize those that are “dry clean only”.

Thanks again, Darcy!

By: Brent Applegate

Brent Applegate — Fri, 19 Oct 2007 12:59:47 +0000

Hey Becky – Neat observation! I like the notion of a Loyalty program being of tangible, visible benefit to people. Better than just stealthily tracking… Brent

By: Darcy Moen

Darcy Moen — Fri, 19 Oct 2007 12:27:58 +0000

Good work Gordon! Nice to see you get caught doing it right!