Industry Spotlight: Retail/Restaurant

Over the years, many retailers and restaurants have struggled to develop effective programs to retain and reward their most valuable customers - some have succeeded, but far more have failed. The retail environment presents some unique challenges, but we have a great deal of experience working with retailers to create compelling, successful customer engagement programs.

MSA Experience
Considerations for Retail Loyalty
MSA Articles and Case Studies

 
Metzner Schneider Associates Retail/Restaurant Experience

At MSA and at prior companies, we have developed, launched, managed or audited customer relationship programs for clients including:

 
Considerations For Retail Loyalty

• What do you intend to achieve with a program – retention, new customers, additional share of wallet from existing customers?
• Do you have the operational capacity to deliver program benefits over and above the discounts/TPR's that most retail programs rely on?
• Does your program allow you to deliver features and benefits according to a customer’s behavior? In other words, are you able to reward customers for incremental shopping, and avoid rewarding customers who would have shopped with you anyway?
• If your program has been around for a while, does it need some new elements or features to re-gain customer interest?
• Is your program sufficiently capitalizing on the cost and speed advantages of electronic communications?
• Are you using the information you are gathering with your program?
• Is your program truly engaging customers, or is it just a mechanism for delivering discounts/TPR’s?
• What will make your program sufficiently different to change customer behavior? Will you be able to offer enough to overcome the fundamental factors of store location and convenience?
• Do you wish to target the features and benefits of your program to your most valuable customers, your most vulnerable customers, or all of your customers? Are you able to distinguish among these customer groups?
• Do you know what features and benefits would drive behavior among your customers and prospects?

Retail/Restaurant Articles and Case Studies

Database solutions for Multi-channel Retailer
Retail Loyalty: Getting Real About Programs
Retail Loyalty 101
The Latest Thing in Loyalty Programs – No Program at All?
Do points Programs Really Work?
I Already Have a Program. Now What?
Partner Maketing Audit
Marketing Partnerships and Coalition Programs
Missing the Target
Marketers Fail to Envision, Fail to Imagine
When is a Program not a Program
Worst Practices
Searching for the Ideal Customer
The Struggle of Good vs. Evil – the Customer in the Balance

Copyright 2010 Metzner Schneider Associates, Inc.