Customer Loyalty: Verizon’s ‘Business Link Rewards’ Program Launches Online Mall

Verizon’s small- and medium-sized business customers participating in the Business Link Rewards program are now eligible for discounts and special promotions every time they shop at the Verizon Business Links Online Mall.

Small- and medium-sized business customers who use the Online Mall can get discounts from more than 350 retailers, including Best Buy, Dell Computers, Office Depot, Expedia, eBay and Target

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Pollo Campero expands to Wal-Mart

Pollo Campero teams up with retail giant Wal-Mart to expand its reach to the nation’s growing Hispanic population. Wal-Mart already customizes some aisles to sell culturally attuned products to its large Hispanic customer base. The retail giant hopes that the addition of Pollo Campero will please their customers even more.

Pollo Campero hopes to have more than 20 Wal-Mart locations across the country by the end of 2009.

What Leading Retailers Have That Others Don’t

There are specific things leading retailers do that keep them at the top. Leading retailers make sure to deliver on what they’ve promised the customer. Sounds simple? It’s not. Delivering on that promise is a delicate mix of understanding customer needs and expectations, and using that understanding to create a store environment completely focused on those needs and wants. The right products, available at the right price, must also be offered. And the retailer must have a crystal ball to see into customers’ future needs and wants, providing those products before customers even ask for them. And, finally, the right technology and a skilled, happy sales force are crucial.

That’s a tall order. But top retailers manage to consistently offer this mix, despite climbing operational costs, price deflation, customer defection, and staff turnover.

The retailers who are winning this race know that convenience and a satisfying experience fuel customer decisions to shop in their stores. The right price, the right environment and the right service model are what keep customers coming back for more, and keep revenues high.

And the payoff is well worth it. Some research suggests that if service enhancement initiatives are used properly to boost loyalty and customer retention by just five%, companies can expect profit increases by as much as 95%.