CHICAGO -- Retailers experimenting with innovative frequent shopper strategies are finding their programs are successful -- or sabatoged -- based on the enactment of one key component: differentiation. "We are losing customers all the time," said Brian Woolf, president, Retail Strategy Center, Greenville, S.C., citing average shopper defection rates of 25% to 50% over the course of a year's time. In a presentation titled, "Frequent Shopper Programs: Winners and Losers," at the Food ...

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