Loyalty Program Cuts Defections

NEW YORK If losing shoppers to Wal-Mart Stores and other outlets remains an ongoing anxiety for food retailers, Green Hills is gaining a measure of comfort from its SmartShop loyalty program. The program was launched at the one-store independent, based in Syracuse, N.Y., last May. Since then, our annualized customer defection rate is the lowest we've seen in the past five years, and it's continuing

NEW YORK — If losing shoppers to Wal-Mart Stores and other outlets remains an ongoing anxiety for food retailers, Green Hills is gaining a measure of comfort from its SmartShop loyalty program.

The program was launched at the one-store independent, based in Syracuse, N.Y., last May. Since then, “our annualized customer defection rate is the lowest we've seen in the past five years, and it's continuing to drop,” said Sterling Hawkins, son of Green Hills owner and industry consul

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