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  • keyboard_arrow_right Loyalty360 Reads: January 21 | Ulta Loyalty Members Drive 95% Of Sales; Gallup Shares Six Ways To Dr


Loyalty360 Reads: January 21 | Ulta Loyalty Members Drive 95% Of Sales; Gallup Shares Six Ways To Dr




Ulta Loyalty Members Drive 95% Of Sales
While Ulta Beauty faced operational challenges in 2020, there was one thing that stuck out to the retailer: the loyalty of its Ultamate Rewards members.

The cosmetics retailer has close to 32 million members in its free rewards program. And those members make up more than 95% of its sales, both online and in store. And 45% of that 95% is made up of its diamond and platinum members, which are consumers that shop the most frequently and spend the most with Ulta. Platinum members spend at least $500 with Ulta per year and Diamond members spend at least $1,200.

“Loyalty is at the heart of our work,” said Kelly Mahoney, vice president, customer marketing at Ulta during a session at the National Retail Federation’s 2021 digital conference.
Gallup Executive Shares Six Ways To Drive Customer And Employee Engagement
Shep Hyken recently had a fascinating conversation with Vibhas Ratanjee on his Amazing Business Radio show. Ratanjee is the senior practice expert at Gallup. They discussed research they conducted on how to create a better customer experience (CX).

They also talked about both customer and employee engagement, which are two big drivers in the overall experience.

The Gallup research indicates that engaged customers represent a 23% premium over average customers in terms of share of wallet and profitability. Actively disengaged customers, or “terrorist customers” as Ratanjee calls them, can take back 8% from the company. Hyken sums it up with Ratanjee’s words: “Fully engaged employees and customers translate into greater profit and success for your company.”
Utilities To Invest Nearly $700m In Customer Experience Technologies By 2029
Global utilities are expected to expand their investments in customer experience and management technologies analytics by 9.6% per annum between 2020 and 2029.

A new report released by Guidehouse Insights states that the market for customer experience and management technologies analytics will grow from about $303 million in 2020 to nearly $700 million by 2029.

The total market for customer experience technologies is expected to grow from approximately $11 billion in 2020 to $16 billion by 2029, with a compound annual growth rate (CAGR) of 3.5%. 
Caesars Plans $47 Million Renovation Of Reno’s Silver Legacy
Caesars Entertainment has announced plans for another round of remodeling at one of its downtown Reno properties, a $47 million renovation at the 25-year-old Silver Legacy Resort Casino, the Reno Gazette Journal reported.

The renovation expected to be completed by June involves the redesign of nearly 1,200 rooms from the fifth through 25th floors at the hotel-casino on the main drag of the downtown casino district.

“We want to give guests a visit to remember when they stay with us at Silver Legacy,” said Silver Legacy Regional President and General Manager Glenn Carano. “Part of that memorable experience includes one of the most important elements to a trip: the hotel accommodations.”
Aon’s Case One of the world's 'best-performing CEOs' for D&I ally for LGBT+
Greg Case, chief executive of Aon (AON), was crowned the number one executive in D&I membership organisation INvolve’s OUTstanding Top 50 LGBT+ Ally Executives in 2020 list, supported by Yahoo Finance.

Insurance giant Aon has 50,000 staff across 120 countries. Under Case’s leadership, the company has achieved myriad recognition for being a great place to work.

During Case’s tenure, Aon has applied anti-discrimination policies, offered inclusive benefits for LGBT+ colleagues and supported business resource groups’ LGBT+ inclusion initiatives. These range from inclusive benefits for same-sex domestic partners and those who identify as transgender to enforced anti-discrimination policies.


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