| You are in: Business | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Monday, 17 February, 2003, 16:19 GMT The cost of Nectar loyalty ![]()
"Throw it away, cut it in half, why be loyal to people you despise?" bellowed Michael Moore, political provocateur, people's champion and author.
Staff at the theatre rushed through the throng using fishing nets to catch the audience's cards, which are then sliced in half on stage. Vodafone, however, has not been deterred. 'Unbeatable?' It proudly announced on Monday that it had joined the Nectar club of super-brands rewarding their customers with Argos vouchers and blockbuster movies. "Why would anyone chose to use a lesser network which can't offer Nectar points?" muses Lance Batchelor, marketing director at Vodafone UK, describing it as "an unbeatable offer for customers". Competition amongst mobile phone sellers is, admittedly, frenzied. But can the promise of a free McDonald's meal for every �250 spent really convince customers to stick by Vodafone? 'Paranoia' "It's not going to attract new customers or make much of an impact on profits," says Dario Betti, senior analyst at Ovum telecoms consultants.
"The loyalty card is the paranoia of a company in a mature market that is desperate not to be forgotten." Customer loyalty, meanwhile, is falling out of fashion, and not just amongst the anti-globalisation followers of Michael Moore and friends. Value concerns The threat of falling house prices and a weakening economy are all helping make customers less faithful to brands, according to KPMG Consulting.
"If people feel economically squeezed, they are even more sensitive to price rather than loyalty," says Simon Walker, a partner at the firm. "The benefits of the loyalty card are treats which seem less important during a downturn when people want low prices not prizes." Worth it? Mr Walker says he is "deeply unconvinced" about the value of added sales from these cards compared to the costs incurred.
A spokeswoman for Nectar would not say how much the scheme costs to run, but admitted that costs were "substantial" even though they are shared between the various sponsors. Neither would she give any indication of how much money the scheme aims to net for its sponsors. The Nectar card, however, does seem to be close to its target penetration rate, boasting more than 11 million cardholders who have swiped their card at least once. The big unknown But the statistics don't account for how many cards have since been submitted to Mr Moore's scissors or - more likely - just completely forgotten. "The traditional market for loyalty cards is saturated," says Jeremy Baker, a lecturer in marketing at London Metropolitan University. "Nectar is a step into the unknown, an experiment with the next generation of loyalty card holders who may prefer one card to a pocketful of plastic." But the experiment could be tricky to handle if all does not go according to plan. Edward Ripley, a retail analyst at Datamonitor, says the firms involved will end up with a large dose of bad publicity should they wish to abandon the scheme. And that would mean that involvement with Nectar could turn into an expensive experiment. | See also: 30 Oct 02 | Business 17 Sep 02 | Business 04 Nov 02 | Business 14 Sep 02 | Moneybox 05 Jun 02 | Working Lunch 20 Sep 02 | Business Internet links: The BBC is not responsible for the content of external internet sites Top Business stories now: Links to more Business stories are at the foot of the page. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Links to more Business stories |
![]() | ||
| ---------------------------------------------------------------------------------- To BBC Sport>> | To BBC Weather>> | To BBC World Service>> ---------------------------------------------------------------------------------- © MMIII | News Sources | Privacy |