How loyalty and personalization strategies are evolving
from At Your Convenience Hosted by At Your Convenience
Patron Points President Erik Ogren and Director of Marketing Heather Webb talk with CSP's Vice President of Content Strategy Abbey Lewis for a special episode of the "At Your Convenience" podcast about their company's involvement in the Outlook Report, sharing insights on customer loyalty in convenience retail. Inflation has changed consumer behavior, with 35-40% of convenience store purchases now being planned rather than spontaneous. "Customers are making deliberate choices on where to go and what to buy," Webb said, requiring retailers to engage through personalized communication at the moment of decision-making. Both Webb and Ogren highlighted the growing importance of retail media networks for monetizing customer data. Loyalty members show a four-times increase in visits, 20-34% larger basket sizes and three times more likelihood to cross-shop categories.
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