Bringing Homes to Life: A Q&A with At Home on Making the Customer Experience Richer Through Value

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At Home is a retail superstore focusing on holiday, seasonal, and decorative items for the home. The company was first established in South Texas in 1979 under the name Garden Ridge Pottery. Popular in the south and southeast, the number of stores grew to 50 over the course of the next three decades. In 2012, company leadership changed, and by 2014, the name evolved to At Home.
Now with 267 stores, At Home specializes in product categories ranging from furniture, rugs, curtains, wall décor, bed and bath, and more while promising customers “new thousands of lower prices storewide” every day. For Insider Perks members, the brand offers exclusive low pricing on select deals, receiptless returns, and sneak peeks for special promotions and events while adding on special gift eligibility and the opportunity to become a VIP and enjoy additional benefits.
Mark Johnson, CEO of Loyalty360, spoke with Susan Rodgers, CMO of At Home, about the brand’s customer loyalty program, the importance of delivering a true value proposition, and how the co-branded Synchrony credit card affords members easy access.

Capíttulos

1. Bringing Homes to Life: A Q&A with At Home on Making the Customer Experience Richer Through Value (00:00:00)

2. Intro (00:00:05)

3. Tell us about you (00:00:37)

4. History of At Home (00:02:54)

5. What makes At Home so successful (00:04:49)

6. Overview of Insider Perks Program (00:06:27)

7. How does you program create extra value for customers (00:08:57)

8. Can you share into the success of your program (00:10:27)

9. Customer data and feedback (00:11:31)

10. Partnerships (00:12:57)

11. If you could ask another brand about their program, what would you ask them (00:15:15)

12. What brands are you loyal to (00:16:39)

13. What can Loyalty360 do for you (00:17:50)

14. Quick-fire questions (00:19:05)

15. Outro (00:24:27)