Loyalty Management

  • Next Generation Loyalty

    Dino Michetti'; ?>

    In my last article, I shared the perspective of how loyalty is no longer a program.  It’s a way of doing business that’s engrained in... Read More

  • Acxiom TV Targets Personalized and Digitized Customer Engagement

    Jim Tierney'; ?>

    When a medium becomes digital, it becomes addressable at the household level, and then it becomes a growth market for Acxiom. That is according to Rick Erwin, president and general... Read More

  • FIS Global Q&A: Loyalty Solutions Custom Built for Every Brand

    James Loy'; ?>

    FIS Global designs and integrates successful customer loyalty programs for financial organizations and major retailers. From the initial design phase and implementation, to ongoing consultation and rewards-based services, FIS Global... Read More

  • Enterprise Customer-Centricity From The Inside-Out: Gauging The Impact of Emotion-Based Employee Ambassadorship Behavior Drivers

    Michael Lowenstein'; ?>

    As reported on the front page of a recent issue of USA Today, a key finding of the 2015 Spherion Emerging Workforce Study (Spherion/Harris) was that 93% of the... Read More

  • Understanding Customer Needs Creates Loyalty

    Have you ever received a promotional offer to purchase a new car after you made a new vehicle purchase?  Or, what about receiving information on a furniture item sale... Read More

  • Video Feedback Adds New Dimensions to Customer Experience Feedback

    James Loy'; ?>

    Truly listening to and understanding what their customers are saying is one of the most enduring challenges for brands. New channels of engagement and changing customer habits have combined with... Read More

  • How IoT Technology Can Help Increase Your Revenue

    As consumers we have come to expect access to the information we want at the exact moment we want it. We don’t want to even think about searching... Read More

  • Cashing In On Gift Cards: Three Trends to Keep in Mind

    The gift card is a powerful retail tool for any business looking to grow its sales. In the past year alone, three-fourths of consumers bought or received a traditional plastic... Read More

  • 6 Tips for Making Your NPS Score More Meaningful

    Christy Culp'; ?>

    Introduced in the Harvard Business Review in 2003, NPS, or Net Promoter Score, has become the industry standard for gauging customer loyalty. NPS is appealing because it provides one consistent scale... Read More

  • Getting to Know Your Executive Stakeholders

    Sarah Simon'; ?>

    What is a stakeholder? In the customer experience discipline, stakeholders are individuals impacted by the actions taken in managing and improving the customer experience while providing necessary support for customer... Read More

  • SpinGo Leads the Way for Digital Customer Engagement and Event Marketing

    James Loy'; ?>

    Customer engagement is difficult for all marketers now. Digital disruption has fractured attention spans and the market is flooded to such a degree that consumer choices are almost infinite. Providing... Read More

  • TouchCommerce Overcomes the Customer Engagement Challenges of Omni-channel Integration

    James Loy'; ?>

    Most brands face a tidal wave of mounting customer engagement challenges today. As many traditional marketing practices collide with new innovative technologies, many organizations are left wondering where to turn... Read More

  • Royalty Treatment for Top-Tier Customers Drives Loyalty

    As marketers, we’re continuously implementing strategies focused on sustaining loyalty, especially with our top tier consumers. According to the Pareto Principle, the majority of brands spend most of... Read More

  • Survey Reveals Loyalty-Building Tips for Retailers to Consider Beyond the Holiday Season

    Providing a convenient and pleasurable shopping experience ultimately helps retailers to build long-lasting customer relationships. To help encourage customer loyalty far beyond the holiday season, retailers should consider the following... Read More

  • The Top 5 CX Predictions for 2016

    Customer experience is the one area a business can truly differentiate itself from its competitors. In 2016, as businesses finally realize the value customer experience yields for their bottom line, we... Read More

  • The 3 Fundamentals of Modern Marketing

    In this modern world of virtual office environments and cloud computing, you can sell just about anything online; this opens you and your company up to a worldwide audience, no... Read More

  • Talk to Your Customers – Just Make Sure They Can Understand You

    It’s something many take as a given, but for all the time and effort companies put into reaching customers, engaging them, and keeping them happy, marketers could be... Read More

  • Refining the Gift Shopping Experience for Consumers All Year Round

    Science has taught us that the act of giving is a major source of happiness for most people. But amid the scramble to find the perfect gift, the stress caused... Read More

  • Six Steps to Build a Loyalty Program That Increases Customer Engagement

    As competition increases, retailers are doing anything they can to engage new customers and draw their best ones closer. In order to turn shoppers into avid supporters, companies must deliver... Read More

  • Six Secrets that Eye Tracking Reveals about Gaining Customer Loyalty

    Customers may not be able to explain why they try a new product or return to a brand, but their eyes reveal the truth. Over many eye-tracking studies, my team... Read More

  • Ways to Avoid a Holiday Marketing Catastrophe in 2016

    With the holiday rush in the rear-view mirror, brick-and-mortar and online retailers alike are now assessing their end-of-year performance, and many won’t like what they see. Last year,... Read More

  • Putting the Customer First through Strengthened Mobile Engagement

    Last fall, Western Union made a major commitment to boosting the customer experience through the expansion of its digital capabilities. As part of this commitment, Western Union invested in a... Read More

  • 2016: The Year of Instant Gratification

    As we say goodbye to 2015, marketers are making predictions on the trends that will impact customer engagement and retention in the New Year. Technology, big data and ad blocking will... Read More

  • It’s the Customer’s Journey – So Let Them Drive

    In the age of the empowered consumer, it’s no longer possible to force customers into a standard sales funnel. In fact, we should forget the funnel altogether. In... Read More

  • How IoT Technology Can Help Increase Your Revenue

    As consumers we have come to expect access to the information we want at the exact moment we want it. We don’t want to even think about searching... Read More

  • Bridging the Gap Between B2B and B2C

    Nancy Porte'; ?>

    With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the... Read More

  • Achieving Long-Term Loyalty Begins with An Authentic Customer-Centric Mindset

    Roanne Neuwirth'; ?>

    Most every company today likes to say it’s customer-centric, but if that’s not the ongoing message your customers are getting from every interaction with your brand,... Read More

  • B2B: Five Reasons Why You Need A Relationship Survey

    Loyalty 360'; ?>

    Introduction From time to time I hear whispers of business to business organizations questioning their need for a relationship survey.  The thinking sometimes goes: We have several transactional surveys,... Read More

  • Can B2B Companies Really Deliver A Personalized Experience?

    Kevin Scanlon'; ?>

    B2B companies are doomed. It is impossible to match the intimate and customized experience that consumer companies provide. If you agree with the statement above, you need to rethink... Read More

  • Why Health Plan Member Experience Executives Need to Drink the Coffee

    Why should health insurance executives be taking a closer look at how Starbucks engages its customers? The MyStarbucksRewards program enables loyal coffee drinkers to earn free drinks or food, receive... Read More

  • How to Engender Greater Loyalty Through Using Your Promotional Marketing Channels?

    The proliferation of customer channels, driven by technological developments, have given brands more ways to reach a customer or prospect than ever before. Promotional marketing has been completely transformed by... Read More

  • When it Comes to Omni-Channel Consistency, the (Voice of the) Customer is Always Right

    The speed of change brought about by technological advances has brought with it certain expectations. One of those expectations is that customers and prospects will have a consistent experience of... Read More

  • Verify Engage Accelerates and Turbo-charges Loyalty Programs

    Michael Guarente'; ?>

    For Michael (“Mic”) Tienken, Vice President Partner Development, Verify Engage, his company’s platform doesn’t focus on replacing loyalty programs. “We don’t... Read More

  • Creating the Feel of First Touch Resolution

    Consumers have raised the bar for customer experience expectations based on their personal life experiences.  Today, consumer expectations are being formed by service experiences outside of the financial services... Read More

  • Loyalty Best Practices Part 2: Sign Up Here!

    Michael Guarente'; ?>

    This is the second in the four-part series on Loyalty Best Practices. You can find the first here. If you’re following along in our loyalty series, you know... Read More

  • State of Loyalty

    Loyalty 360 had the opportunity of sitting down with Luke Aulin, Co-founder and Mayor of RTOWN.  RTOWN is a growing team of digital professionals aligned around a very audacious mission:... Read More

  • Liberty Mutual Uses Smarter Video to Enhance Customer Experience

    Jim Tierney'; ?>

    Brian Piccolo, Manager, Digital Strategic Services at Liberty Mutual, told attendees at the 3rd Annual Engagement & Experience Expo, presented by Loyalty 360 – The Loyalty Marketer’s... Read More

  • Evolving Corporate Social Responsibility to Social Purpose at Aimia

    Loyalty 360 uncovered critical points for marketers to be aware of regarding Corporate Social Responsibility (CSR), when we asked members a series of questions on CSR as part of our Executive... Read More

  • Understanding Elusive Expenses

    Jonathan Gelfand'; ?>

    In my previous articles, I covered some major trends in credit card cobrand profitability and how banks calculate the profitability of your credit card program as well as the key... Read More

  • The Challenge of Data…

    Loyalty 360'; ?>

    It is interesting this idea of data (big, small, transaction, structured, unstructured, modeled), and if I have read one article on “big data,” I have read 10,000. The uniqueness... Read More

  • Q&A: How Smarter Video Can Deliver a Differentiated Welcome Experience

    Jim Tierney'; ?>

    Jim Dicso, President & Chief Revenue Officer at SundaySky, will be a featured speaker at the Engagement & Experience Expo, which will be held Nov. 5-7, 2013 at the Westin Galleria... Read More

  • Q&A: How Smarter Video Helps Liberty Mutual Insurance Engage Customers

    Jim Tierney'; ?>

    Brian Piccolo, Manager, Digital Strategic Services at Liberty Mutual, will be a featured speaker at the Engagement & Experience Expo, which will be held Nov. 5-7, 2013 at the Westin Galleria... Read More

  • What Did Seven Days of Customer Emails Bring Me?

    Erin Raese'; ?>

    As I think about the upcoming Engagement & Experience Expo, while reflecting on the concept of expectation matching, I decided to do a little market research. For the last week,... Read More

  • Abracadabra: The Magic of Revenue Growth

    Loyalty 360'; ?>

    In my previous articles, I covered some major trends in credit card cobrand profitability and how banks calculate the profitability of your credit card program.  In this article, I... Read More

  • Beyond Boundaries: How to Succeed in Taking Your Retail Brand International

    We have reached the point where it has become impossible to neglect the impact and importance of “international” in retailing. Whether it is Zara or H&M,... Read More

  • Proactively Managing the Buyer Journey

    Customer experience leads to customer loyalty, but how do we provide exceptional customer experience? We can do so by proactively managing the buyer journey.  Customer analytics equips executives with... Read More

  • HON Rethinks Engagement to Create Loyalty for Life

    For years companies have implemented employee engagement and incentive programs that largely focus on a “do this, get that” reward strategy. What happens if a company challenges this... Read More

  • Enhance Business Incentive Programs with Prepaid Gift Cards

    In order to drive employee retention and maintain company morale, it’s critical for business leaders to understand how to effectively acknowledge and reward employees.   Fortunately, new... Read More

  • Executive Insights: Rick Joutras, SG360°

    Loyalty 360'; ?>

    Rick Joutras is Chairman, President, and Chief Executive Officer of SG360° a Segerdahl company.  Rick’s vision is to always be the world-class producer of direct marketing,... Read More

  • Replacing Cash in Business Transactions

    The next wave of mobile financial services will include new payment options for business and nonprofit organizations, enabling faster payments, adding security and reducing risk.   Person-to-person, or P2P,... Read More

  • Industry Insights 2012 (Part 4)

    The final installment in Loyalty 360’s four part series, “Industry Insights 2012” wraps with predictions and trends from: ChoicePrivileges, CCG, Medallia, RewardsNOW and Relational Capitol Group. Company thought... Read More

  • Loyalty Reads - December 2011

    Profiles in Marketing Excellence by Pamela Lockard DMN3 Institute | 2011 Marketers spend the majority of their career focused on buyers. In a recently published book, “Profiles in Marketing Excellence,”... Read More

  • Driving Loyalty in the B2B World

    A major aspiration for companies today is to be in ‘high growth’ mode, which can be challenging given the current economic climate. In the Business to Business (B... Read More

  • Taking Care of Your Customer’s Customers

    By now we should all know how important it is to build relationships with our customers. Everyone boasts about relationships being the ultimate differentiator for business and interestingly enough, when... Read More

  • Establishing a Dialogue with the Consumer Inside the Business Customer - Part Two

    Continued from the Loyalty 360 Interview with Toni DeWitt, XO Communications Senior Manager, Loyalty & Retention Marketing (Read Establishing a Dialogue with the Consumer Inside the Business Customer - Part One... Read More

  • Establishing a Dialogue with the Consumer Inside the Business Customer - Part One

    The B2B marketplace often requires a different approach to loyalty and engagement strategies.  Knowing where to start and how to integrate tried and true practices with tactics specific... Read More

  • Engaging Partners through Communities in Today’s “New Normal”

    Melissa Fruend'; ?>

    "How can we better connect our business partners to our goals, messages and brand?” It’s a question that has been asked time and time again. While the... Read More

  • Loyalty: Now Where Do We Go?

    Barry Kirk'; ?>

    What lies ahead for loyalty in both the business-to-consumer (B2C) and business-to-business (B2B) spaces? Let’s look into the crystal ball that was the panel of industry... Read More

  • CEMEX USA: Customer Experience Strategy

    Loyalty marketers have been exploring programs, engagement and customer experience for some time. But, the B2B space has never quite pulled these strategies into their business approach. CEMEX USA... Read More

  • Behind the Brand/People: Sean Geehan, Founder, The Geehan Group

    Sean Geehan is Founder of Geehan Group and author of upcoming book The B2B Executive Playbook, due out spring 2011. Sean received the prestigious Ernst & Young Entrepreneur of the... Read More