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Loyalty kiosks: making loyalty cards work

Loyalty kiosks: making loyalty cards work Loyalty cards have become a popular strategy among retailers for collecting information about customer purchases and for offering "'reward points" and other promotions. Many commentators have, however, been skeptical about the value of loyalty cars and, in particular, their ability to cultivate and promote the attitudes and behaviour associated with loyalty. This case study-based article describes a new application of loyalty cards, which is being piloted in selected Sainsbury's stores. Loyalty cards are swiped through a slot in a public access kiosk, located in store, to provide customer access to a range of selected benefits. These benefits include recipes, special reductions, information on videos, and other customer service options. The customer selects options by choosing from a simple touch screen. Special offer coupons or recipes are printed on small pieces of paper. Is this new application the basis for an enhanced role for loyalty cards? The article argues that this potential will only be realised if loyalty cards can become an integral part of the relationship with the customer, and cease to be no more than an "'add-on". http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png British Food Journal Emerald Publishing

Loyalty kiosks: making loyalty cards work

British Food Journal , Volume 102 (5/6): 9 – Jun 1, 2000

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0007-070X
DOI
10.1108/00070700010329236
Publisher site
See Article on Publisher Site

Abstract

Loyalty cards have become a popular strategy among retailers for collecting information about customer purchases and for offering "'reward points" and other promotions. Many commentators have, however, been skeptical about the value of loyalty cars and, in particular, their ability to cultivate and promote the attitudes and behaviour associated with loyalty. This case study-based article describes a new application of loyalty cards, which is being piloted in selected Sainsbury's stores. Loyalty cards are swiped through a slot in a public access kiosk, located in store, to provide customer access to a range of selected benefits. These benefits include recipes, special reductions, information on videos, and other customer service options. The customer selects options by choosing from a simple touch screen. Special offer coupons or recipes are printed on small pieces of paper. Is this new application the basis for an enhanced role for loyalty cards? The article argues that this potential will only be realised if loyalty cards can become an integral part of the relationship with the customer, and cease to be no more than an "'add-on".

Journal

British Food JournalEmerald Publishing

Published: Jun 1, 2000

Keywords: Loyalty cards; Customer loyalty; Databases; Customer profiling; Customer records

References

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