ATLANTA, March 5, 2020 / PRNewswire / – GDS Group: Did your company have to consider reinventing loyalty and retention to capitalize on your existing customers?
Ashlee Weisser, VP Analytics & Insights, Bloomin ‘Brands: We are always looking to improve retention among our existing customers. Our loyalty program is a key part of this strategy, and we are constantly evaluating the program.
Cedric Clark, VP RGM, Sam’s club: We definitely considered the true meaning of the term “member / client” to be at the center of our decisions. Expectations have changed for a membership model and the biggest change has been the free delivery of online orders to Plus members.
Nikolas Acheson, Director, Data Products and Outlook, American eagle: Absolutely! I believe that most companies continually review (or should review) their loyalty and retention programs to ensure that their customers’ voices are heard, answered and receive the exclusive value and / or benefits they receive. expect as a loyal customer. The best loyalty programs, emerging or not, are constantly cannibalizing their own programs and innovating.
GDS Group: What advice would you give now, regarding digital transformation, that you didn’t know when you started your career?
Ashlee: While digital transformation is a cool buzzword, the hard work required to do it successfully is often not discussed. My advice would be to understand that to get to the “cool”, you have to go through a tedious job.
Cedric: My advice would be to create a seamless experience with members and clients between physical commerce and online commerce.
GDS Group: What drives you to participate in events like our summits?
Ashlee: I participate in events like this for several reasons. First, personal and professional development is important for any leader who wants to continue to grow and have a positive impact. Second, these events allow for networking with colleagues to learn new approaches, ask good questions, and connect with people in similar roles.
Nikolas: Being able to share, give back and learn from the experiences of others allows everyone to go faster. Smaller and more intimate events like these allow for deeper conversations.
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