Harvard Business Review

MARCH 10, 2015

This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. Unlike Tesco, which pioneered data-driven customer loyalty programs, Walmart has never sought to discriminate between best and typical customers. A profitable repeat customer?

Customer Loyalty 8

Customer Loyalty Loyalty Airlines Hotels 8

Harvard Business Review

AUGUST 4, 2017

Was the e-commerce giant engaged in a long game to alter the relationships between consumer goods makers and their brick-and-mortar retail partners? On the other side are persistent worries about conflict — not just with traditional distribution channels but also with retailers carrying the brand.

Retail 8

Retail Brand Apparel Discount 8

Strategy Driven

NOVEMBER 19, 2021

There was a time when the entry of an online alternative in a market would scare the hell out of small offline retailers. The consumer behavior was changing and the prices were getting aggressively competing; it was not easy for small retailers to keep up with their online counterparts. Take Amazon for example. marketplace model today.

Retail 120

Retail Supply Chain Software Marketing 120

Harvard Business Review

MAY 25, 2018

Already, consumers are being disintermediated from traditional brand choices via search engine and online retailer algorithms that determine which products are presented to consumers, and in what sequence. Leaders of major CPG and retail enterprises readily acknowledge the difficulty of initiating fast action across silos.

Disintermediation 8

Disintermediation Mass Marketing Retail Brand 8

Strategy Driven

JANUARY 24, 2020

There was a time when the entry of an online alternative in a market would scare the hell out of small offline retailers. The consumer behavior was changing and the prices were getting aggressively competing; it was not easy for small retailers to keep up with their online counterparts. Take Amazon for example.

Supply Chain 75

Supply Chain Retail Software Marketing 75

Harvard Business Review

DECEMBER 29, 2011

Playing politics isn't a bad thing, argued Linda Hill and Kent Lineback in this video, if it gives you the influence you need to drive change. Turn Customers into Promoters. Fred Reichheld explained how to increase customer loyalty the way that Apple does. How Retailers Are Reinventing Shopping. Video interview.

Video 15

Video Porter Charisma Customer Loyalty 15

Strategy Driven

OCTOBER 17, 2018

It is particularly popular among online retailers. However, there’s more to providing live chat than just having a person to answer customer questions. These should include text, email, and social media, depending on which your customer is most comfortable with.

Customer Loyalty 57

Customer Loyalty How To Media Loyalty 57