Thursday, October 25, 2018 - 4:05 PM - 4:40 PM
In February 2018, as many Canadian customer loyalty programs were faced with bit of turbulence, two of Canada's better-known rewards programs merged, as Shoppers Optimum and PC Plus—two brands under the Loblaw umbrella—combined to become PC Optimum.
One of the challenges facing the combined entity was the concern from customers that the already-strong programs would be changed beyond recognition, but through a series of focus groups, combined with organizational commitment from the combined senior management team, customer feedback was allowed to essentially “drive the bus” of the program’s value equation. Customers wanted convenience and simplicity, two qualities that were delivered without question. This commitment to change was a huge risk, but a calculated one, and has since proven to be worth taking.
In this Customer Expo session, presented by Jim Noteboom, SVP of Loyalty & Analytics at food and pharmacy retailer Loblaw Companies Limited, attendees will learn how to:
- Carefully listen to customers
- Enable channels for the customers based on their preference, how and when they want to engage with you
- Create personalization and relevancy through simplicity & value