A Case Study in Loyalty: The Cabela’s CLUB
I interviewed Sean to learn more about Cabela’s CLUB and its critical role in driving their customer experience. The lessons certainly apply to retailers as a class, but also have something to teach anybody wanting to create better relationships with customers.
CLUB Components
First, a quick background on the program. The Cabela’s CLUB is a loyalty program paired with a Visa card. It began as a partnership with a small regional bank as a way to give their best customers free gear, but in 2001 Cabela’s brought the program in-house. They are now one of only two retailers who entirely own their own bank to run their loyalty program (Nordstrom’s is the other). Read more