Sam’s Club leads in customer loyalty rankings

BY Marianne Wilson

WABAN, Mass. — Sam’s Club has the most loyal customers, according to a new study by the Temkin Group. The report, "2012 Temkin Loyalty Ratings," rated the loyalty that consumers have to 206 large companies across 18 industries.

Only seven companies earned "very strong" loyalty ratings. In addition to the retailers listed above, credit unions and USAA earned the distinction. Sam’s Club had the most loyal customers across all industries, with a loyalty rating of 65%.

Supermarkets, retailers, and fast food chains are the top three industries, with an average loyalty rating of "strong." At the bottom of the ratings: TV and Internet service providers.

The survey examined three components of loyalty, including:

  • Likelihood of consumers to recommend companies;

  • Reluctance of consumers to switch business away from companies; and

  • Willingness to consumers to purchase additional products and services from companies.

Here’s how some of the top U.S. retailers ranked on this year’s survey:

  • Sam’s Club: 65%, which ranked No. 1 in customer loyalty,

  • Publix: 62%, which earned the No. 4 spot;

  • 61%, which ranked No. 5;

  • H-E-B: 60%, which ranked No. 7;

  • Target: 59%, which ranked No. 8;

  • ShopRite and Hy-Vee both tied for the No. 12 spot with 58%;

  • Winn-Dixie and Kroger tied at No. 16 with 57%;

  • Walgreens: 56%, which ranked No. 21;

  • CVS, Costco and Giant Eagle ranked No. 22 at 55%; and

  • Whole Foods Market and BJ’s Wholesale Club both earned the No. 25 spot with 54%.

Click here to view the complete rankings.


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LarPJ says:
Mar-22-2012 11:43 pm

As far as I can tell, Sam's is the only retailer in the top 10 that requires a membership fee to shop there, which skews the comparison. Obviously, if you're willing to pony up for the opportunity to shop somewhere you'd better be sold on the concept.



Weis rolls out mobile app, refreshes blog

BY Allison Cerra

SUNBURY, Pa. — Weis Markets is expanding its presence in the digital space.

The company earlier this month launched a free mobile application, which allows customers to view its weekly circulars and compile detailed shopping lists on their iPhone and Android smartphones. Settings for the app can be customized so customers can view weekly circular specials at their local store and lists can be synchronized between the list on their device and their list on Additional features include:

  • Automatic pricing updates every Sunday;

  • Simple navigation;

  • Allows customers to view products to build a list quickly and browse circular specials;

  • Pre-loads product photos to make it easy to find items on the shelf;

  • Automatically puts customer items in categories for easy in-store use;

  • Allows customers to add any item with the text option; and

  • Allows customers to email their list and task someone else to do their shopping.

In addition to the app, the company also has debuted a new blog on its website. The blog, which can be accessed here, provides "[information] on healthy living, sustainability, new products and company news," according to one of the retailer’s Twitter posts. It also touts the slogan, "it’s in the bag … an unmistakably Weis blog on food and life."

The rollouts follow last year’s launch of the retailer’s new social media aggregator, which compiles all of Weis’ official social media outlets into a single, easy-to-read page.


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Safeway joins USDA on national health-and-wellness communication initiative

BY Michael Johnsen

PLEASANTON, Calif. — Safeway on Tuesday joined forces with the U.S. Department of Agriculture’s Center for Nutrition Policy and Promotion on an initiative to develop and promote dietary guidance that links scientific research to the nutrition needs of consumers.

"Empowering our shoppers and employees to make the right nutritional choices for themselves and their families is paramount in the way we do business," Safeway chairman, president and CEO Steve Burd said. "We are very excited about the USDA partnership as it underscores our commitment to health and wellness and provides a natural extension to the work we’re already doing to help Americans make informed, healthier choices when shopping in our stores and in their daily lives."

As one of the largest national grocery chains to become a national strategic partner in the CNPP’s Nutrition Communicators Network, Safeway will help drive the group’s food retail-based effort. "Retailers are critical to helping our vision become a reality because they have the opportunity to impact and educate consumers at the store and on the shelf," noted Robert Post, deputy director of USDA’s CNPP. "We look forward to partnering with Safeway and embrace the expertise they bring to our efforts in encouraging Americans to adopt a healthier lifestyle."

Safeway already has implemented programs designed to educate consumers on healthy living. For example, its proprietary SimpleNutrition shelf tag system helps shoppers quickly make food and beverage choices that meet the nutritional needs of their families. Safeway is also developing a fun and educational in-store tour program for kids spotlighting the major food groups and further establishing USDA MyPlate messages.

In addition, Safeway has been making its pharmacists available to offer education and consultation for a broad range of needs such as proper utilization of over-the-counter and prescription products, preventive care (including immunization services) and management of such chronic diseases as diabetes, the grocer said.


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