The continuing goal of "The Innovation Conversation" is to explore some facet of the fast-changing, technology-driven retail landscape and how it affects businesses and consumers. It is, we think, fertile territory ... and one that Tom Furphy - a former Amazon executive who led the team that developed Amazon Fresh, and currently CEO and Managing Director of Consumer Equity Partners (CEP), a venture capital and venture development firm in Seattle, WA, that works with many top retailers and manufacturers - is uniquely positioned to address.
Today, Tom and KC consider the state of loyalty marketing as illustrated by recent move by Delta Air Lines to overhaul its SkyMiles program in a way that generated considerable pushback from longtime members who felt betrayed by the decision. Tom and KC put that decision into the context of how retailers frame their own loyalty programs, and what they need to do to customer-centricity to shoppers.
If you'd like to listen to this Innovation Conversation as an audio podcast, click and download below.