topic Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC! in Q Talk

NO CUSTOMER LOYALTY APPRECIATION AT QVC!

eddyandme — Sat, 28 Oct 2023 15:03:25 GMT

I've been trying to process an order with a coupon code, HOLIDAY30, I got this morning. Since it wouldn't take, called Customer Service and they couldn't put it thru either.

They said it was because it reads your first order of $60+ and I'm not a new customer. I read it as my first order of this holiday weekend they have been promoting.

It makes no sense to me that they send a coupon to an old-time customer that only a brand- new customer can use. It's definitely a bad business practice! No customer loyalty here!

Anyone agree?

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

Tommie1965 — Sat, 28 Oct 2023 15:08:19 GMT

Sounds like they did two offensive things - (1) sent you a discount offer you couldn’t even use and (2) singled out new customers only for this deal. Very sloppy

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

frenchie — Sat, 28 Oct 2023 15:11:47 GMT

What happened to those $5 and $10 off coupons by email? They were only good for the day but I used them. Now nothing.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

KBEANS — Sat, 28 Oct 2023 15:24:44 GMT

@eddyandme 😝 They didn't even send me false hope! So consider yourself a valued customer. LOL!

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

Bookplate — Sat, 28 Oct 2023 15:24:52 GMT

QVC has never been generous with coupons and in fact only started using them quite recently. And yes, they typically go to entice new members; legacy members are taken for granted. And you do have to be careful using them and read the fine print, and once a coupon code has been submitted you cannot make changes to the order and still use it. The few times recently when I have been able to successfully use coupons have been the Q card offers on Tuesday, and I am always pleasantly surprised when they work.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

wagirl — Sat, 28 Oct 2023 15:46:41 GMT

I hate all those stupid coupons that I get regularly---mostly from Macys and a few online too-----the coupons soundgreat----but they never work for some reason like--you need to born on a Tuesday or some dumb thing--I toss them. I tried to use a coupon code from HSN for a purchase on the Q--and it wouldn't take---said it was for a Qvc purchase too---so---I didn't buy anything from either place---

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

Squirrels Are Trash — Sat, 28 Oct 2023 17:12:23 GMT

I work in marketing. Tech marketing, but the principles are the same; I've attempted to explain why QVC has difficulties with promotions. No one seems interested in the previous reasons, as they have received no engagement, so this will be my last attempt.

Customer loyalty is defined as a customer's loyalty to a retailer, not the other way 'round. You are asking for more promotions for existing or legacy clients, like yourself. In the biz, that would be called a customer rewards program. QVC has one. It could be better. From what I can tell, you can submit yourself or are automatically enrolled because you meet some demographic or actionable criteria (you bought five things in two months, or whatever).

The issues with all the discounts could be technical. There are a lot of conditions, and the website might not easily handle all this metadata and process automation.

The problem is their ability to track criteria across the life of the client (not your physical life, but your engagement with QVC). They lack some sophistication in reporting and list pulling. This is why you end up being the recipient of offers (campaigns) you can't use because you don't meet the criteria, but that's because you belong to another data set. CS (phone support) is probably aware of the campaign but not all the requirements, so they shrug their shoulders.

Most companies of Qurate's size have a team of marketing and data analysts because this information is the way to drive sales and correct performance. I ran the marketing department of a midsize B2B software company and even I had data analysts. I imagine they run a shocking amount of transactions,

Anyway, boring exposition over!

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

millieshops — Sat, 28 Oct 2023 18:07:01 GMT

I don't mind that any company solicits new business - the list of places I used to like as shopping destinations is now longer than my list of favorite places to use!

I didn't get a coupon, so I never read or heard the accompanying materials, but sending that coupon to an established customer was absolutely an error. However, the shouting headline isn't what I believe to be true.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

eddyandme — Sat, 28 Oct 2023 18:20:21 GMT

@Squirrels Are Trash wrote:
I work in marketing. Tech marketing, but the principles are the same; I've attempted to explain why QVC has difficulties with promotions. No one seems interested in the previous reasons, as they have received no engagement, so this will be my last attempt.

Customer loyalty is defined as a customer's loyalty to a retailer, not the other way 'round. You are asking for more promotions for existing or legacy clients, like yourself. In the biz, that would be called a customer rewards program. QVC has one. It could be better. From what I can tell, you can submit yourself or are automatically enrolled because you meet some demographic or actionable criteria (you bought five things in two months, or whatever).

The issues with all the discounts could be technical. There are a lot of conditions, and the website might not easily handle all this metadata and process automation.

The problem is their ability to track criteria across the life of the client (not your physical life, but your engagement with QVC). They lack some sophistication in reporting and list pulling. This is why you end up being the recipient of offers (campaigns) you can't use because you don't meet the criteria, but that's because you belong to another data set. CS (phone support) is probably aware of the campaign but not all the requirements, so they shrug their shoulders.

Most companies of Qurate's size have a team of marketing and data analysts because this information is the way to drive sales and correct performance. I ran the marketing department of a midsize B2B software company and even I had data analysts. I imagine they run a shocking amount of transactions,

Anyway, boring exposition over!

@Squirrels Are Trash , I think @Tommie1965 summed it up best: sloppy! Thanx!

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

Squirrels Are Trash — Sat, 28 Oct 2023 18:22:48 GMT

@eddyandme Agreed. "Sloppy" is a great (but loaded) description.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

1tuffcookie — Sat, 28 Oct 2023 18:48:45 GMT

I just wish there was a way for them to stop that pop up offering me $30 off $60+ when I'm already logged into the website. I have pop-up blockers installed on my phone and laptop, but that one keeps showing up. Clearly, it doesn't apply to me since I'm not a new customer, and QVC should be able to detect that since I'm logged into my account. Yet, here I am typing in this textbox, and that "Unlock $30 Off $60+" banner is taking up a big part of my screen.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

Desertdi — Sat, 28 Oct 2023 18:56:16 GMT

I have driven the same brand of automobile for over 50 years. I feel the same way...

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

Mz iMac — Sat, 28 Oct 2023 18:59:05 GMT

@eddyandme wrote:
I've been trying to process an order with a coupon code, HOLIDAY30, I got this morning. Since it wouldn't take, called Customer Service and they couldn't put it thru either.

They said it was because it reads your first order of $60+ and I'm not a new customer. I read it as my first order of this holiday weekend they have been promoting.

@eddyandme I agree! I read the restriction section. Nowhere does it state "first time" customers only.

I read it like you did, your first order of the day or night.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

Mz iMac — Sat, 28 Oct 2023 19:02:41 GMT

@1tuffcookie Go into your browser(s) settings to turn on and/or select it's pop up/advertisers options.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

BalletBabe — Sat, 28 Oct 2023 19:09:06 GMT

I have Cently on my computer. It is free and it scans for coupons for you. I have gotten several from there. Try it. I love it. They also give cash back.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

eddyandme — Sat, 28 Oct 2023 19:39:44 GMT

@Mz iMac wrote:
@eddyandme wrote:
I've been trying to process an order with a coupon code, HOLIDAY30, I got this morning. Since it wouldn't take, called Customer Service and they couldn't put it thru either.

They said it was because it reads your first order of $60+ and I'm not a new customer. I read it as my first order of this holiday weekend they have been promoting.

@eddyandme I agree! I read the restriction section. Nowhere does it state "first time" customers only.
I read it like you did, your first order of the day or night.

We think alike @Mz iMac . Don't agree with QVC, but that's how they're getting out of honoring it.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

ChouChou — Sun, 29 Oct 2023 06:59:07 GMT

I was pleasantly surprised tonight. I received a 20% coupon a couple of weeks ago and had forgotten about it. Tonight the Rastelli's TSV came on and I buy it every year for my brother for Christmas. I tried to use it but it wouldn't process online or in the app. So I called in and ordered. The rep seemed a little irritated that I wanted to use the coupon but he did enter it. He said that we would have to wait for approval! It took a few minutes but I did get approved.

This was not a Qcard approval. It was an insiders club coupon. So, in the end I got the steaks for $129.98 instead of 159.98. Not a bad deal. I liked getting the coupon but they sure don't make it easy, do they.

Re: NO CUSTOMER LOYALTY APPRECIATION AT QVC!

CalminHeart — Sun, 29 Oct 2023 10:57:18 GMT

Big corporations are not loyal to anyone except shareholders and the CEO. Never expect anything from a huge corporation.

I learned all this by working for a huge international corporation for nearly 40 years. I was high enough up to be "in the know" about employee policies, marketing, finances, budgets, salaries, benefits, etc etc. Oh, the stories I could tell.