Communicating data-driven and personalized marketing content is today common among large B2C businesses with loyalty programs. Email has become the standard digital channel for this type of communication as it offers high cost-efficiency among digital channels and great possibilities for creating appealing content customized to the customer. This thesis aims to identify what effects personalized communication through email can lead to within loyalty programs and whether businesses should invest in personalized email communication. The methodology consisted of two quantitative case studies in the form of data analysis on eleven personalized  newsletters and one activation email for a business in the fuel and convenience industry. A series of qualitative interviews with individuals that work in the field of personalized communication was also conducted. The results show that the loyalty members to a large extent accept the communication and are exposed to the personalized content. The emails in the form of monthly newsletters did not show any consistent positive effects on increased sales, store visits or in upsell. The activation email, which was part of the activation phase in the customer lifecycle, showed greater promise as it increased number of visits and led to a positive overall upsell. Additional effects in the form of switching costs and brand awareness were also identified, as long as the content reaches the customers personalization is deemed relevant. Otherwise it risks alienating them as customers today expects digital marketing to be personalized. In summary, the effects of personalized email justifies investing in it, but one should be aware of what effects to expect. / Kommunikation av data driven och individanpassad marknadsföring är idag vanligt bland stora kundbaserade företag med lojalitetsprogram. E-post har blivit standard som digital kanal för sådan typ av kommunikation främst för att den erbjuder hög kostnadseffektivitet och goda möjligheter att skapa attraktivt innehåll anpassat efter kund. Den här uppsatsen har som syfte att identifiera vilka effekter individanpassad kommunikation genom e-post kan leda till inom lojalitetsprogram, samt om företag bör investera i individanpassad e-post kommunikation. Metoden bestod av två kvantitativa fallstudier i form av analys av elva individanpassade nyhetsbrev och ett aktiveringsbrev av ett företag verksam inom bränsle och närbutik. En serie kvalitativa intervjuer hölls också med individer verksamma inom individanpassad kommunikation. Resultaten visar att lojalitetsmedlemmarna i hög grad accepterar kommunikationen och nås av innehållet. De individanpassade nyhetsbreven visade inga tydliga positiva effekter inom försäljning, butiksbesök eller merförsäljning. Aktiveringsmailet, som var en del av aktiveringsfasen i kundlivscykeln visade på mer lovande resultat genom att leda till fler butiksbesök och ledde till en positiv merförsäljning. Ytterligare effekter inom byteskostnad och varumärkesmedvetenhet identifierades även, såvida innehållet når kunderna och uppfattas som relevant. Om inte riskerar innehållet att stöta bort kunderna eftersom det idag förväntas att digital marknadsföring är individanpassad. Sammanfattningsvis så rättfärdigar de identifierade effekterna investering i individanpassad kommunikation, men man bör vara medveten om vilka effekterna är.

In a time where the retail sector is undergoing continuous changes and increased competition, establishing and maintaining long-term customer relationships become increasingly critical for a company's success. Marketing constitutes the core of creating and communicating value to customers, as well as sustaining robust customer relationships. This study sheds light on the strategies and methods employed by retail companies in Sweden to address this challenge. The purpose of this study is to examine the strategies retail companies employ to obtain long-term customer relationships. Through semi-structured interviews and an abductive research perspective, the study not only identified challenges and opportunities for retail companies but also provides concrete insights and tools to develop and preserve strong customer relationships. With a specific focus on membership programs, the study revealed companies' unique strategies to enhance customer loyalty and meet today's complex consumer needs. The results reveal that successful retail companies not only offer quality products but also create customer experiences and build long-term customer relationships. Membership programs, sustainability efforts, and technological adaptation are common themes in their strategies. The study provides valuable insights for industry players striving to strengthen their customer relationships in a competitive environment.

Cette recherche a pour objectif de comprendre la résistance des consommateurs à l'entrée dans les programmes de fidélisation. Elle s'intéresse plus particulièrement aux mécanismes sous-jacents à cette résistance et à ses fondements. Prenant appui sur la sociologie de la traduction et le modèle des « Economies de la Grandeur», deux études qualitatives sont menées. La première repose sur l'observation de points de vente complétée par des entretiens auprès du personnel et des clients. Elle reconstruit le processus d'adhésion dans le point de vente en montrant les éléments qui peuvent justifier la résistance des consommateurs à l'entrée dans les programmes de fidélisation. La deuxième mobilise la méthode des récits de vie pour interviewer vingt sept répondants. Elle montre que ces derniers justifient leur résistance en émettant des critiques aux mondes « marchand » et « industriel ». Ces critiques proviennent des mondes « domestique », « civique », « de l'opinion » et « de l'inspiration ». A l'issu de ces résultats, une conceptualisation de la résistance des consommateurs à l'entrée dans les programmes de fidélisation est présentée. Elle met en évidence deux éléments préalables à la situation d'influence : (1) les régimes de justification et (2) la métacognition marchande. Elle montre aussi que cette résistance est modérée par des caractéristiques individuelles. / This research aims to understand consumer resistance against joining loyalty programs. It focuses in particular on the mechanisms underlying this resistance and its foundations. Building on the sociology of translation and the model of « Economies of Worth», two qualitative studies are conducted. The first is based on the observation of outlets complemented by interviews with staff and customers. It reconstructs the process of membership in the store, showing components that may justify consumer resistance against joining the loyalty programs The second conduct narrative interviews with twenty seven informants. It shows that respondents justify their resistance by issuing critics to « market» and « industrial» world. These criticisms come from the « domestic», « civic», « opinion» and « inspiration» world. These results build a conceptualization of consumer resistance against joining loyalty programs. It highlights two elements prior to the situation of influence: (1) regimes of justification and (2) market metacognition. It also shows that this resistance is moderated by individual characteristics.

For fashion online stores loyal customers are as important as they are for traditional retail stores. Through a high amount of loyal customers a company can reduce operational costs and increase its overall profitability. Finally a company can gain more benefits from retaining existing customers instead of acquiring new ones. Therefore it has become more important to win customer share than market share. To figure out how loyalty can be created a company needs to occupy itself intensively with the concept of Customer Relationship Management. There exist different types of loyalty and not every customer can be turned into a loyal customer. The company has to enter into a relationship with its customers that has to grow like the courtship. At best case the bond will end up in a satisfied win-win relationship that contains benefits for both the customer and the company. The longer the relationship will last, the higher the customer value will get and the more the company can profit from it. The same rules and principles also count for the online business. Because of higher costs for attracting new customers, high competition in the market and highly demanding customers treating your existing customers well and turning them into loyal customers is the key to success. E-Loyalty drivers give the company an indicator about what generates e-loyalty for company’s website. Why does a customer return to a website and why does he stick to a certain online shop? One of the most crucial factors to create loyalty in an online business is trust. Only when a customer trusts the vendor he will hand out his personal data, will return to the vendor and will recommend the online shop to others. When it was taken a further look at how online shops tackle the question of loyalty it became clear that the customer is put in the centre. The online shops heavily attempt to keep up with the latest ecommerce trends in order to win over customers. Through Social Commerce the companies have totally new possibilities to interact with the customers and to gain customer insight. In this way it has become much easier to understand the customer and to respond to his individual needs and preferences in order to build up a relationship with him. / Program: Magisterutbildning i fashion management med inriktning modemarknadsföring

This master thesis deals with the topic of customer relationship management in a company, where one of the main objectives of this work was the proposal to implement a CRM system. Implementation of the CRM system was proposed for company (Union co-operative association) Co-op Ceske Budejovice.

At present, a theme of loyalty programs is very popular. The valuable loyalty programs can be considered as some kind of competitive advantage that helps company to grow. However, business organization has to do its activities with regard to its customers. This Master thesis attempts to create a complex concept of loyalty program for clothing shops according to customers wishes. The results indicate that customers want loyalty program of clothing shops based on permanent discounts. The findings also suggest that even though people do not want to share personal data they are willing to exchange those data with companies for rewards when loyalty program benefits seems to be attractive to them. These finding have major implementation for marketing managers who want to build successful loyalty programs.

The aim of this thesis is to suggest optimizations for Triola Plc. loyalty program based on theoretical understanding of loyalty and its role in success of a company, as well as numer-ous practical analyses. The thesis is divided into two main parts. The first part overviews the theoretical knowledge about consumer loyalty and how loyalty program can be an ef-fective tool in building said loyalty. The second part is formed of variety of practical anal-yses, including analysis of Triola sales data, data mining analysis using MML-TGI data ana-lyser, consumer survey and lastly benchmarking analysis. The last chapter is a synthesis of the theoretical and practical parts and suggest recommendations for Triola loyalty program based on the insights gathered throughout the whole thesis.

This thesis focuses on the need for and the benefits of customer loyalty programs within the framework of the B2B sector. Furthermore, the thesis highlights the need to work with existing customers to enable a more profitable and prosperous business relationship for both parties. The thesis begins with both positives and negatives of implementing a loyalty program and the associated obstacles and costs. Moreover, the thesis documents the benefits of increased cooperation with existing customers/clients to enable better revenue streams/returns for minimal investment and time as opposed to sourcing new clients/revenues streams which in turn demands greater investment and time for potentially lesser returns. This is clearly documented and substantiated within the thesis via use of the Tork loyalty program along with suggested alternatives and amendments to improve effectiveness, efficiency and profitability of client relationships.

The subject of this diploma thesis is the creation of loyalty program for Assistcar, s.r.o. This company offers extensive services in the auto repair industry and the loyalty program is what the company is missing. The diploma thesis contains a theoretical, analytical and practical part. In the first part the theoretical basis is elaborated, which is necessary for the correct creation of the loyalty program. The analytical part consists of an analysis of available and functioning loyalty programs. Further analysis of competitive programs and the whole business. The practical part includes the creation of a specific loyalty program for the company.

Diplomová práce je návrhem marketingové strategie zaměřující se na věrnostní programy módní firmy. Věrnostní program slouží k prohlubování vztahu se zákazníky, navýšení tržeb a lepší cílení reklamy. K vybudování fungujícího věrnostního programu je třeba analyzovat současná situaci firmy, ale také zjistit požadavky a přání zákazníku firmy. Neméně důležitým krokem je také představení věrnostních programů ostatních mezinárodních firem.