The term ‘loyalty card’ is a misnomer. The sort of cut-price promotions offered by such schemes are just as likely to alienate shoppers as engender their trust. As are promotions in general, according to an exclusive study into shopper loyalty for The Grocer by customer experience consultancy Satmetrix.
The survey’s findings present a fascinating insight into the impact of what former Asda boss Andy Bond so memorably described as “weapons of mass distraction” on customer loyalty - and will certainly raise a....