In this episode, Wendy Liebmann, WSL’s CEO and Chief Shopper talks to Mara Sipzener, General Manager of Loyalty at CVS Pharmacy about what’s driving all the recent activity and upgrades to retail loyalty programs.
They discuss:
- What shoppers expect to be loyal today
- Why CVS, Walmart, Target Bath & Body Works, and others have upgraded their programs recently
- How loyalty programs need to focus on not only delivering affordability (discounts) but also convenience and personalization
- How the new shopper journey (and all the many touchpoints) needs to be part of a meaningful program
- Best-in-class loyalty programs (a hint: REI is one)
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