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Is Retail Loyalty Dead? Winning Today’s Savvy Shoppers with Gareth Johns
Season 2
Episode 2
Published 3 months, 3 weeks ago
Description
S2:E2 Retail Loyalty Unveiled: Epic Insights from Gareth Johns and TruRating
Retail loyalty is no longer about points and discounts. It’s about experience, personalization, and values. In this episode of The Retail Razor: Data Blades, hosts Ricardo Belmar and Casey Golden welcome back Gareth Johns, Chief Data Officer at TruRating, to explore the new retail loyalty playbook for retailers.
Key Topics Covered:
Gareth shares actionable insights from nearly a billion points of retail data analysis, showing how brands can shift from transactional thinking to building authentic, long-term customer relationships.
Whether you’re in grocery, fashion, or specialty retail, this episode delivers sharp, actionable insights to help you future proof your retail loyalty strategy.
Guest Info:
Gareth Johns, Chief Strategy Officer, TruRating - https://www.linkedin.com/in/gareth-johns-7166524/
Gareth Johns is an internationally experienced product and data development leader with 20+ years of expertise in using big data and technology to drive business growth for major retailers. He played a key role in scaling dunnhumby, a global leader in customer data science, from a 30-person startup to an international powerhouse in marketing analytics and customer insights for Tier 1 retailers. After leading strategic initiatives across the US and Europe, he went on to Starcount before joining the TruRating team. Gareth is passionate about transforming the way retailers collect and use customer feedback. At TruRating, he’s helping businesses access real-time, transaction-tied consumer data at an unprecedented scale; revolutionizing how retailers measure and improve business performance.
More from TruRating about building loyalty:
https://trurating.com/events/customer-retention-in-retail/
Chapters:
Retail loyalty is no longer about points and discounts. It’s about experience, personalization, and values. In this episode of The Retail Razor: Data Blades, hosts Ricardo Belmar and Casey Golden welcome back Gareth Johns, Chief Data Officer at TruRating, to explore the new retail loyalty playbook for retailers.
Key Topics Covered:
- Why retail has one of the lowest customer retention rates across industries
- The myth of “owning” customers vs. being part of their shopping repertoire
- How 59% of customers return simply because of friendly service
- The hidden impact of staff interactions on repeat visits and long-term loyalty
- Why retail loyalty programs must evolve beyond discounts and focus on data-driven personalization
- The growing role of sustainability, ethics, and community values in retail loyalty strategies
- Real-world case studies of retailers using TruRating’s real-time feedback tools to uncover friction points and boost retention
- Why focusing on lifetime value (LTV) beats chasing lower customer acquisition costs (CAC)
Gareth shares actionable insights from nearly a billion points of retail data analysis, showing how brands can shift from transactional thinking to building authentic, long-term customer relationships.
Whether you’re in grocery, fashion, or specialty retail, this episode delivers sharp, actionable insights to help you future proof your retail loyalty strategy.
Don't forget to like and subscribe to The Retail Razor: Data Blades for more episodes on customer experience, retail marketing, AI in retail, and data‑driven transformation!
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Guest Info:
Gareth Johns, Chief Strategy Officer, TruRating - https://www.linkedin.com/in/gareth-johns-7166524/
Gareth Johns is an internationally experienced product and data development leader with 20+ years of expertise in using big data and technology to drive business growth for major retailers. He played a key role in scaling dunnhumby, a global leader in customer data science, from a 30-person startup to an international powerhouse in marketing analytics and customer insights for Tier 1 retailers. After leading strategic initiatives across the US and Europe, he went on to Starcount before joining the TruRating team. Gareth is passionate about transforming the way retailers collect and use customer feedback. At TruRating, he’s helping businesses access real-time, transaction-tied consumer data at an unprecedented scale; revolutionizing how retailers measure and improve business performance.
More from TruRating about building loyalty:
https://trurating.com/events/customer-retention-in-retail/
Chapters:
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