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In late 2021, acting on troubling information raised by a Facebook whistleblower, the British handmade cosmetics retailer Lush decided to …
Anti-Social Media: Lush and Some Other Companies Quit Facebook—Maybe for Good?
01 Wednesday Mar 2023
Category Archives: Chapter 11: Customer Relationship Management
Customers Are Lovin’ McDonald’s’ New Adult Happy Meals
09 Monday Jan 2023
When McDonald’s announced the launch of its brand new, limited edition, adult-themed Happy Meals, customers quickly expressed how much they …
It’s a Big One: Electric Vehicle Startup Rivian Recalls Nearly Every Vehicle It Has Ever Made
02 Monday Jan 2023
A year ago, the electric vehicle startup Rivian was celebrated as an industry “darling” and the next big competitor to …
Starbucks Wants to Sell You NFTs
02 Wednesday Nov 2022
Once upon a time, Starbucks introduced all of America to cappuccinos. Now the coffee behemoth wants to do the same …
Rewarding Big Mac Buying: Emerging Insights into McDonald’s Planned Loyalty Program
12 Monday Apr 2021
Other fast-food retailers do it. And in other countries, McDonald’s does it too. But for the first time in the …
Modern Last Mile Options: Getting Products into Customers’ Hands in Novel and Varied Ways
29 Monday Mar 2021
The proverbial last mile in supply chains—which refers to the point that the product transfers from the retailer’s possession to …
Subscribing to an Alternative Business Model: The Pandemic-Era Promise of Retail Subscription Services
07 Monday Sep 2020
The subscription business model has steadily spread, moving away from traditional print publications and toward such market sectors as clothing, …
Raising a Community Focus in Nike’s New Rise Store Concept
03 Thursday Sep 2020
There are Nike stores, and then there are Nike stores. But regardless of whether you visit a House of Innovation, …
They See You When You’re Shopping
18 Tuesday Feb 2020
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Customer Buying Behavior, Customer Relationship Management, Customer service, Luxury, Online retailing, Powerfront
When visitors to luxury brand websites put a product in their shopping cart, the retailer wants to respond right away, …
Sears Went into Bankruptcy—But Its Lavish Rewards Program Won’t Quit
09 Thursday May 2019
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Retail loyalty programs are designed to keep shoppers coming back to the same stores, making repeat purchases, and remaining loyal. …
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