Gartner's top 10 strategic technology trends for 2013

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You need a loyalty programme and its not why you think

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I was rather taken aback, nearly twenty years ago, when Simon Uwins, then Marketing Director at Tesco told me that the purpose of Tesco’s Clubcard programme was not to drive loyalty. The launch of Clubcard had helped propel Tesco from the UK’s number 2 grocery retailer to the far and away outright market leader and to a large extent this growth had come from existing customers becoming more loyal, so it seemed a surprising thing to say. Uwins explained that the key driver of loyalty for any retailer, was the overall brand proposition and customer experience, the loyalty programme served a different purpose. Tesco had encapsulated their brand and customer experience proposition in the phrase “every little helps” which was itself one of four marketing pillars alongside “everyone is welcome”, “build trust” and “say thank you” that helped Tesco deliver its core purpose of "earning and growing the lifetime loyalty of our customers". The brand and experience proposition had, in tur
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What should Sainsburys do now that they own Nectar ? Here’s my 10 point plan

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Sainsburys announced this week that they have acquired Nectar and sister company i2C for £60m.  For the sellers Aimia it marks an in glorious retreat from the UK that spelled disaster for their shareholders, having paid £380m for Nectar in 2008, 10 years later they have sold it for a fraction of their outlay, concluding that they have taken the programme as far as they can. For the purchasers the prospects are much more encouraging and so the question is begged ,what should Sainsburys do now that they are in full control ? Here are my thoughts   : 1. Firstly they should continue with what’s working. Around 15m people regularly swipe their Nectar card, the vast majority of them in Sainsburys but also including BP, ebay, Europcar and various other online merchants. There’s nothing immediately broken at the front end, although, as we will see later there are many ways they can make it better for customers and more profitable for Sainsburys. 2. They sho
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dunnhumby vs emnos (Tesco/Kroger vs American Express)

dunnhumby USA are suing emnos USA for patent infringement of their "Shop" analytical tool. dunnhumby have filed a lawsuit (  Civil Action No.   1:13-cv-00399 ;)  in the   U.S. District Court for the Northern District of Illinois   although the case is yet to be heard.   There's a lot of interest in the outcome not least as it pits two of the world's leading retailers (Tesco and Kroger - co-owners of dunnhumby USA) against American Express (owners of emnos). dunnhumby's "Shop" enables subscribers to analyze a retailer's customer data - ie their epos sales data linked to a unique customer ID - via a web based portal. The patent was granted in 2004 following the launch of The Shop to Kroger and their suppliers around the same time. "The Shop" was developed by dunnhumby UK ltd in 2001 as a way of automating the delivery of analysis to Tesco's suppliers following the launch of dunnhumby Retail in the same year. dunnhumby Retail w
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