DOWNLOAD: 2018 Customer Loyalty Guide

Brands want to capture consumers’ attention, but there’s one thing they want more:

THEIR LOYALTY

In a world where competitors are simply a click away, customer loyalty is more important than ever. If you want your customers to be loyal, you can’t treat them like everyone else. Doing more for your customers in 2018 will help your loyalty program do more for your bottom line.

Inte Q has developed a 2018 Customer Loyalty Guide that explores 10 ways you can get more value out of your loyalty program this year.

Fill out the form below to view Inte Q’s 2018 Customer Loyalty Guide:

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Putting the Customer at the Heart of Every Decision Helps Elevate Brand Loyalty at Abercrombie & Fitch

This article, written by Jim Tierney, was originally published by Loyalty 360 on November 20, 2017.

Armed with a fast-growing, highly engaging customer loyalty programAbercrombie & Fitch has made progress toward renewed brand loyalty.

CEO Fran Horowitz was excited about the company’s progress during its third-quarter earnings call on Friday.

“I am pleased to report another quarter of meaningful progress across all our brands, as we continue to execute against our strategic plan,” Horowitz said. “We delivered another quarter of sequential comparable sales improvement and a return to positive comparable sales for the quarter. We maintained strategic investment in omnichannel and marketing while managing our expenses effectively, resulting in operating expense leverage and profit growth. Putting our customers at the center of every decision we make and everything we do remains a North Star for us. That singular focus is reflected in our people, our processes, and our product, and we see that focus translating into positive overall traffic and conversion trends across the brands.”

It was a particularly strong quarter at Hollister, with sales growth across all channels and geographies.

“At Abercrombie, we drove further improvements and are seeing some early signs of stabilization,” Horowitz said. “We continue to apply our playbook across the brands, which calls for a relentless focus on our customer. The results are clear. When we align our products, brand voice, and brand experience, we see improved traffic and conversion as we did this quarter. Those areas in which we are investing our time and money are delivering and in a still-promotional environment. This quarter’s performance with a broad-based improvement across brands and genders is validation that our playbook is working.”

What’s more the company made progress in Direct-to-Consumer with an 11 percent increase in sales year-over-year?

“The shift to mobile continued, particularly with our customer,” Horowitz said. “More than two-thirds of our DTC traffic comes from mobile. The investments we’ve made here are paying off, as phone and app productivity growth continue, driven by double-digit improvement in conversion on these platforms. We continue to build on our strength in omnichannel, with an ongoing international rollout of capability. In concert with these investments, we have made further strides with our physical stores, driving improved productivity from our new prototype and remodeled stores. We continue to retain the flexibility to allow for the most effective melding of the physical and digital worlds, optimizing our customers’ engagement with our brands.”

Keeping the focus on the customer also requires high levels of responsiveness and adaptability.

“This quarter, the team continued to spend significant time in stores across the brands, leading to better testing, sharper insights, and faster responses,” Horowitz said. “Our read and react programs ensure we have our must-have items and categories available in just in the colors and sizes we need and that we do not disappoint our customers. Leveraging these capabilities, we responded to strong third quarter and back-to-school business to ensure we are positioned for holiday. I can confidently say that we’re increasingly effective at engaging our customers whenever, wherever, and however they choose to shop.”

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Riding Loyalty’s Wave

How paid-tier programs are stirring up customer engagement

With the abundance of loyalty programs, it’s no wonder consumers have become immune to enrollment offers and incentives. And yet, paid-tier programs are paving new ground in this mature field. In a tough competitive market, retailers as diverse as Restoration Hardware, GameStop, Frank + Oak and Amazon are using paid-tier programs to take customer engagement, customer loyalty and incremental revenue
to new heights.

So what is the allure? In this paper, we will explain:

  • Why paid-tier loyalty programs are so popular
  • How they work
  • What are the benefits?
  • What brands are using this approach successfully?

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Inte Q Announces Executive Promotions – Rebecca Haas Named Executive Vice President, Strategy and Analytics; Brian Hartman Named Executive Vice President, Client Services

 Inte Q, a leading customer loyalty program and CRM services provider, today announces key executive promotions.  Rebecca Haas, senior vice president of Decision Support has been promoted to executive vice president, Strategy and Analytics.  Brian Hartman, senior vice president of Client Services has been promoted to executive vice president, Client Services.

“Rebecca and Brian are exemplary leaders who have consistently delivered positive results for our company and clients and are poised to drive accelerated growth for our business,” said Steven Kietz, president of Inte Q.

Haas leads Inte Q’s Loyalty Strategy, Consulting and data intelligence services, using predictive and industry-specific analytic models to help clients make informed decisions about promotions management, pricing and program strategy.  Haas holds a Master of Science in Applied Probability and Statistics from Northern Illinois University.

Hartman, who earned a Bachelor of Arts in Communication from Michigan State University and a Master of Business Administration from Benedictine University, leads Inte Q’s highly responsive customer engagement teams that collaborate closely with clients to implement winning marketing solutions that connect with their customers and drive results.

Through a collaborative approach, the business units led by Haas and Hartman form an integrated solution creation and delivery support system for national retail companies and leading financial institutions.

Inte Q has leading edge expertise in optimizing marketing programs for higher levels of customer attraction and retention.  Using advanced technology and expert skills in data modeling and analysis, Inte Q delivers marketing programs that provide a measurable structure for tracking, recognizing and rewarding customer buying behaviors that result in a higher level of shopping engagement and increased levels of profitability.