Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Shoppers to stretch holiday budgets with points

The survey of 709 households found that 11% of consumers identified themselves as reward programme members who planned to augment their spending power by using reward points or miles for their holiday purchases.

When that 11% was asked if they would redeem points or miles toward gifts for family and friends, or to treat themselves, 70% said they would be using points for others rather than themselves.

Indeed, the survey noted that consumers are welcoming any budget-stretching help they can get, with only 6.6% of all respondents saying they planned to spend more on holiday purchases in 2010 compared to 2009. Among those who identified themselves as reward programme participants, however, a more hopeful 8.1% said they planned to spend more (23% more than those who don't participate in reward programmes).

Shoppers who are planning to make points or miles part of their gift-giving strategy in 2010 were able to take advantage of two developments: Thanksgiving Day shopping, and free shipping offers. Toys R Us, Old Navy and Sears led the charge among many retailers who announced that they would be open for business on Thanksgiving Day, while Best Buy, J.C. Penny and Target are all offering free shipping. All of these retailers have one thing in common: they all offer customer reward programmes.

"The smartest holiday shoppers have been maximising both savings and convenience by taking advantage of their reward programme memberships at retailers that offered the option of shopping on Thanksgiving, or that save them time and money on shipping," commented LoyaltyOne Consulting managing partner, Dennis Armbruster.

And, according to Epsilon Loyalty Solutions vice president, John Bartold, "Retailers that use data from their reward programmes to respond to customers' most pressing concerns at critical times like the holiday gift giving season can enhance the shopper experience and leverage relationships in a way that deepens loyalty to their store or their brand."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)