20


Future of Retail — Customer Engagement


issue 08


continue to meet customer expectations, it’s key that you can adapt your gift card programme to meet the new, ideal customer experience. Your gift card programme might have


been in service for years, but if you’ve failed to digitise, or you’re lagging behind in connecting the information from your loyalty programme to gifting, you need to change. Digitalisation is key, and eGifting is extremely powerful for retailers. When you consider that over 40%


of recipients of gift cards are first time customers, this makes them strong customer


acquisition tools. On top of this, the majority of gift card recipients spend more than 50% of the face value of the card. Gift cards are part of everyday life for many retailers and can generate substantial profit. An extreme example of gift card success is Starbucks, who are reputed to have generated over $1.2 billion on deposits from gift cards! Gift card purchases are often an impulse buy, so if you don’t have a programme, you are missing out on potential business – and a better customer experience. Nearly 95% of leaders say providing a good customer experience is their top strategic


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54