Marvylous

The New Intersection between CRM, Loyalty & Gift Cards

On Jan. 9, 2008, StorefrontBacktalk.com held a panel discussion to explore how far retailers can—and should—go in getting to know their customers. The discussion was moderated by StorefrontBacktalk Editor Evan Schuman.

CONSUMER EXPECTATIONS  DATA  PAYMENT 
MERGED CHANNEL 

CONSUMER EXPECTATIONS

Trading Personal Data to Save Time

Plastic Vault CEO Tina Henson


Consumers today are more than willing to share information as long as the benefits are real and explicit.

Audio Length: 2 minutes 23 seconds

Transactional Efficiencies

Office Depot CIO Tim Toews


The chain offers anonymous transactions, but it also offers logical consequence benefits for those who don't.

Audio Length: 3 minutes 42 seconds
Branding Still Matters  
Don't Get Greedy with Data  

DATA

Office Depot Makes Helpful Suggestions with Data Collected

Office Depot CIO Tim Toews


Targeted, meaningful offers can make the difference to customers.

Audio Length: 3 minutes 58 seconds

Grocery Chains Shopping for Some Good Data

Plastic Vault CEO Tina Henson


Even though grocery chains are often said to barely use much of the data they already collect, it's also true that grocers virtually created loyalty cards and started the data ball rolling.

Audio Length: 3 minutes 13 seconds
Data Is Still Pretty Linear  

PAYMENT

The Future of Gift Cards

Plastic Vault CEO Tina Henson


With soaring gift card popularity, retails are now struggling with the best ways to use them.

Audio Length: 4 minutes 39 seconds

The Attraction of Alternative Payments

Office Depot CIO Tim Toews


To get more leverage in the payments area, Office Depot is either piloting or taking a serious look at PayPal and BillMeLater.

Audio Length: 1 minute 46 seconds

MERGED CHANNEL

Should a Call Center Rep Know About a Question You Asked In-Store Yesterday?

Office Depot CIO Tim Toews


Sharing data from call centers to mobile to online and in-store is difficult but do-able. How far should it go?

Audio Length: 4 minutes 36 seconds

The Merged Channel Model

Full panel discussion


How far should retailers go in sharing data across varied channels? Is such sharing always desirable?

Audio Length: 3 minutes 18 seconds
To hear the entire unedited broadcast, please click here.