customer loyalty news and archive

Gen Z is driving secondhand growth, but poor returns are costing brands loyalty

Gen Z is the driving force behind secondhand commerce in the United States, but a growing number of younger shoppers are ready to walk away from a brand entirely after a poor return or refund experience — putting post-purchase trust at the centre of resale's next phase of growth. In fact, 60 percent of Gen Z have stopped buying from a brand...

Retail

Levi's, Nike and Lancôme are amongst loyalty leaders, says Brand Index

Data from Brand Keys' 27th annual Customer Loyalty Engagement Index (CLEI) reveals that brands like Nike, T.J. Maxx, Lancôme, Sephora, Amazon, and TikTok are leading in their respective categories by either meeting or surpassing consumer expectations. According to Brand Keys President Robert Passikoff, companies excelling in service become...

Member

Business

Selfridges introduces new ‘Unlocked’ membership programme

Luxury retailer Selfridges has introduced a new membership programme that allows shoppers to access product launches, events and services first. Dubbed ‘Selfridges Unlocked’, the initiative draws inspiration from the retailer’s roots, when founder Harry Gordon Selfridges used to offer keys to the first customers in 1909 so they could feel “at...

Member

Business

Gap is launching a new credit card to booster loyalty, but who wants it?

Gap Inc is launching a new credit card partnership with Mastercard. It's a chic navy card, minimalist with degradé colour and a simple Gap logo. But the question is: who wants to take out a store credit card in 2022? The news comes as Gap only last year announced Barclays as its official card issuer. The fashion conglomerate, which also operates...