Loyalty Management

  • Next Generation Loyalty

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    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

  • A Shared Values System Powers Commitment to Superb Customer Experience at Publix

    Jim Tierney'; ?>

    Every brand wants to have an internal culture that extolls shared values that permeate the entire company and the entire customer experience. That’s what exists at Publix Super... Read More

  • Five Reasons Why CrowdTwist Is A Leader in The Forrester Loyalty Wave

    Loyalty is changing rapidly and becoming far more crucial to brands. According to Forrester, 82 percent of global marketers are making loyalty a top priority in the next year. The only... Read More

  • PARTNERS+simons Survey Reveals That Americans Trust Dr. Oz More Than Six of The Top Presidential Candidates

    The media is seemingly fixated on stories regarding businesses and organizations that betray the consumer’s trust, and in our current world of social media, a brand’s... Read More

  • Why A Well-Built Brand is Important To Current & Potential Customers: 4 Points to Consider

    Think about the brands you like, whether they are a product, a service, or the local bar. What is it about them that you like? I bet a lot 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

  • 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

  • Your Customers Want Coupons, Give Them What They Want

    There were many negative and unintended consequences of the economic recession of 2007. From a retail perspective, one outcome that still lingers is heavy discounting. Retail shoppers are now trained to... 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

  • Three Imperatives to Win Over Millennial Customers

    There are 80 million millennials in the US alone spending $600 billion a year, projected to grow to $1.4 trillion by 2020, according to Accenture. How do you get the lion’s share... Read More

  • Survey Reveals Customer 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

  • 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

  • Do Super Fans Have Branding Super Powers?

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    For decades celebrity endorsements have dominated mainstream advertising. However, these endorsements haven’t always panned out. In 1982, we saw O.J. Simpson claiming he rented cars through Hertz.... 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

  • Simplicity at Hertz Means Great Customer Experience

    Jim Tierney'; ?>

    Many marketers, intentionally or not, complicate matters that often lead to unfulfilling customer experiences. Keeping things simple and easy to follow for customers usually always leads to memorable customer... Read More

  • Your Voice

    Q: What recent new trend, technology or solution that promised to transform or improve customer experience or engagement has fallen short of expectations?   No one would dispute that with... Read More

  • Wheaton | Bekins Revamps Customer Experience

    Jim Tierney'; ?>

    For Stephanie Linville, Director, Market Intelligence, Quality & Training at Wheaton World Wide Moving | Bekins Van Lines, redesigning a customer survey has led to compelling customer experience insights in the... Read More

  • Loyalty Equals Customer Experience

    Dino Michetti'; ?>

    If you’re still thinking about loyalty as a program, you are missing real opportunities with your customers and prospective customers. Loyalty no longer sits as a silo program... Read More

  • DoubleDutch’s Event Technology Bridges the Gap Between an Offline and Online Customer Experience

    James Loy'; ?>

    As the world increasingly moves more toward digitized customer engagement and interpersonal interactions, those technologies that can facilitate this process will play increasingly vital roles. DoubleDutch is one technology provider... Read More

  • Gold’s Gym Embodies the Definition of Customer Experience

    James Loy'; ?>

    Building a great customer experience is like building a healthy body and a great physique. It is not something that can be accomplished overnight. Rather, it takes time and attention,... Read More

  • Reaching and Engaging Today’s Millennial Consumer

    Today’s retail landscape is in flux. Shopping behaviors and purchasing trends are changing rapidly across the US and the global marketplace, and millennials have an increasing amount of... Read More

  • Tackling Your Toughest Marketing Challenges with Help From Loyalty

    Success as a marketing leader requires a disciplined focus on critical issues and thoughtful use of tools to address them. But what are those issues, and how can you move... Read More

  • Six Ways Your Customers Wish You Were Different

    Most companies don’t realize how vital the customer experience is to their respective brands. While a positive interaction often leaves customers feeling great, satisfied, and, ultimately,... Read More

  • The Key to Customer Loyalty in the Banking Industry

    The banking industry is changing in the digital era, and new competition is on the rise with mobile-only banks, financial focused start-ups, and mobile payment options. A recent study by... Read More

  • Customer Experience Challenge of Listening: Talking Points Versus Active Listening

    Mark Johnson'; ?>

    As we prepare for the 2015 Engagement & Experience Expo, we have had the pleasure and privilege of speaking to stalwarts within the customer experience and brand engagement industry. When reflecting... Read More

  • How Does QVC Stay on Top of the Customer Loyalty/Customer Experience 
World?

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    QVC knows a little something about memorable customer experiences, acquiring and retaining customers, and driving significant brand loyalty. In its 27-year history, QVC, the world’s leading video... Read More

  • Forging Emotional Bonds: Hilton’s Customer-centric Culture

    Jim Tierney'; ?>

    It’s always interesting for brands to hear what other brands are doing or thinking about the state of marketing, customer loyalty, customer engagement, technologies being used to reach... Read More

  • Hospitality Triggers Customer Loyalty at Hwy 55 Burgers, Shakes & Fries

    Jim Tierney'; ?>

    Everyone wants to be happy, and everyone wants a memorable experience wherever they go. At Hwy 55 Burgers, Shakes & Fries, those two aspirational goals come together in a seamless,... Read More

  • Customer Loyalty at Bavarian Inn Lodge Is All About Creating Enjoyable Experiences

    Jim Tierney'; ?>

    Mission statements can often be an obligatory practice for many marketers that aren’t considered, in detail, on a daily basis.At the Bavarian Inn Lodge, located in Frankenmuth,... Read More

  • Family Atmosphere at Harley-Davidson Instills Brand Loyalty

    Jim Tierney'; ?>

    When anyone hears the name Harley-Davidson, it immediately evokes two things: A revered motorcycle and consummate brand loyalty.For Shonna Smith, Marketing Director & Experience Coordinator, Blue Spring Harley-Davidson in... Read More

  • BehindtheBrand

    Tom oversees the development of key relationships with both current and new Ansira clients. Prior to his current role, Tom was co-president and co-founder of predecessor company RAZOR, helping to... Read More

  • Building Emotional Customer Engagement at FedEx

    Jim Tierney'; ?>

    Customer loyalty can’t be defined in a single sentence, especially for marketers hoping to create emotional connections and long-lasting relationships. At FedEx, customer loyalty goes far beyond Net... Read More

  • Noodles & Company Creates High Impact Guest Experiences that Resonate Across Communities

    Mark Johnson'; ?>

    People crave authentic connections. Just like sleeping or eating, it’s often considered to be a fundamental need. New mobile and social technologies constantly purport to bring us closer... Read More

  • AARP’s Loyalty Program Engages, Educates, and Rewards a Highly Active Community

    Jim Tierney'; ?>

    AARP is on a mission to help aging people live better lives. As a nonprofit organization, the social impact that AARP makes can be seen throughout its extremely diverse array... Read More

  • Arby’s Focuses on Measuring Right Data Points for Better Customer Engagement

    Jim Tierney'; ?>

    Analyzing volumes of customer data can be tedious and overwhelming for marketers. Focusing on what exactly a company measures within that data can significantly boost customer engagement and brand loyalty. ... Read More

  • Technology Sparks Kimpton Karma Rewards Loyalty Program

    Jim Tierney'; ?>

    Technology moves so fast these days that often marketers have to make difficult decisions on the fly. Stepping back and assessing those decisions thoroughly is a safer way to finding... Read More

  • Six Steps to Growing Your Own Diamonds - Activating the Customer Journey

    Any organization providing products or services wants to be visible to its potential customers. It's important to give them the information they need in order to make a purchase... Read More

  • Maximizing the In-Person Banking Experience

    We’re living in the age of instant gratification. If you’re craving your favorite dish from a local restaurant or looking to get your hands on the... Read More

  • Wait, Is It “Truck and Mortar” Or “Brick and Mortar?”

    What are going to be the key drivers of brand loyalty during the 2015 holiday season? – During the hustle and bustle of the holiday season, it’s the retailer... Read More

  • RIP Gift cards: Here’s How Technology Will Kill You

    Gift cards have been in existence since 1994, mostly in the form of physical gift cards. While purchases of physical gift cards were steady in 2014, 33% of consumers were purchasing more e-gift... Read More

  • Three Trends for CX Success

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    What does it take to build a winning customer experience strategy? What do successful CX teams do differently than their peers? How can I take my customer experience efforts to... Read More

  • The Retail Customer Experience – Which Elements of the Shopping Experience Matter Most?

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    When it comes to shopping behavior, price is always a key motivator.  However, to sustain a customer’s loyalty over the long term, retailers often find it valuable... Read More

  • Top 3 Ways to Succeed in Omnichannel Marketing

    Omnichannel marketing is a trending topic in loyalty management circles, but not everyone has a completely accurate understanding of it. Many confuse it with multichannel marketing, which is the practice... Read More

  • Mobile-friendly Website Keeps Klein Tools On Top of Customer Engagement

    Jim Tierney'; ?>

    For Tom Barton, Product Marketing Manager for Klein Tools, being mobile-friendly keeps company officials in tune with optimum customer engagement that can lead to brand loyalty. Loyalty360 caught up with... Read More

  • Orange Leaf Frozen Yogurt Raising the Bar on Mobile Customer Experience

    Jim Tierney'; ?>

    Staying on top of rapidly moving technologies, especially ones related to mobile, can be a daunting task for any loyalty marketer. For Orange Leaf Frozen Yogurt, company officials have taken... Read More

  • Essilor Clearly Sees the Value of an Exceptional Customer Experience

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    Essilor is on a mission. Not only does the world’s leading manufacturer and wholesale distributor of eyeglass lenses want to “help the world see better,” it... Read More

  • rDialogue Unifies Customer Engagement, Experience, and Loyalty for a Modern Marketing Landscape

    Mark Johnson'; ?>

    We do not live in a world of mass marketing. Not anymore. The old method of designing one overarching message to target and influence a vast audience is no longer... Read More

  • Multi-Brand Marketing and How to Create Loyalty

    Bob Moorhead'; ?>

    Convenience.  Saving Time. Unique Experiences. – These are three key things that consumers look for in the brands they shop (or frequent).  Marketers are aware of these desires... Read More

  • Looking Outside of Your Loyalty Program Data – And Into Customers’ Share of Wallet

    Peter Zajonc'; ?>

    You know your house file data well, and how much loyalty program members spend with you.  It’s a value stream that keeps your business thriving.  But... Read More

  • Setting The Stage For Retail Disruption: The Omnichannel Advantage

    Silicon Valley is itching for the next technology disruption, but what industry is best primed to nurture this innovation now? Companies like Apple, Uber and Airbnb are the current darlings,... Read More

  • Can Brand Trump Become President Trump?

    Joe McGinniss wrote The Selling of the President, analyzing the marketing of Richard M. Nixon during the 1968 Presidential campaign. It was the first-of-its-kind introduction to the concept of stage-managed Presidential... Read More

  • Curating Change—Not Just Wall Art

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    Digital transformation is a reoccurring theme in today’s business environment. As companies work tirelessly to adapt to customer demands, they are faced with new business challenges.  To... Read More

  • The Key to a Positive Customer Experience Lies in Your Ability to Localize

    As data and digital capabilities advance and competition expands, brands are focusing on personalized marketing now more than ever. Many believe personalization is the key to establishing customer brand loyalty... Read More

  • Three Best Practices In Visual Commerce

    In an age of smartphone selfies, photos, and videos being posted to social media in record numbers, savvy marketers have discovered how to leverage such media to increase their sales... Read More

  • Overstock.com: Growing Customer Loyalty Through a Great Customer Experience

    Jim Tierney'; ?>

    Talking about customer loyalty, customer engagement, and customer experience is one thing. Executing on these massively important customer engagement tools is another. At Overstock.com, President Stormy Simon is fully... Read More

  • The Economist Finds a Connection Between Customer Experience and Revenue

    Mark Johnson'; ?>

    It is hard to underestimate value of a customer experience that prioritizes a highly interpersonal and humanized touch. With the proliferation of new digital and social technologies, however, many brands... Read More

  • Pizza Hut Receives Brand Loyalty Through Consumer Trust

    Jim Tierney'; ?>

    In a recent QSR benchmark study from InMoment, Pizza Hut was the only large brand that stood out for food satisfaction, value, and brand loyalty. Loyalty360 caught up with Doug... Read More

  • A Community-Centric Culture Defines Costa’s Authentic Customer Experience

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    It would be hard to understate the importance of community. Communities bind and tie people together, create strong support networks, and generate shared understandings than generate trust and loyalty. Communities... Read More

  • Healthy and Happy: How to Create a CX Program in the Healthcare Insurance Industry

    According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. How can insurance providers position themselves to be the chosen provider? In the past, healthcare insurance companies... Read More

  • Why Every Brand Marketer Must Dive into Digital

    For brand marketers who lack a direct relationship with consumers—including the consumer packaged goods, cosmetics, manufacturing and spirits industries—digital marketing continues to be experimental. Perhaps you... Read More

  • Loyalty Programs Take Off with Voice of the Customer Analytics

    Loyalty programs have grown exponentially in popularity over the years, offering a great window into customer sentiment and an opportunity for brands to gain insight into their relationships with some... Read More

  • Smart Marketing Drives Loyalty with the Back-to-School Frenzy

    Notebooks, backpacks, sharpened pencils, laptops and the first day of school outfit.  The Back-to-School phenomenon is in full swing.  Consumers are filling the aisles of retailers and are... Read More

  • Loyalty Programs: What’s New in 2015

    A recent benchmark research study ‘for love or money 2015’ revealed some somewhat surprising insights into the the impact loyalty programs have on brand loyalty, buying behaviour and evolving... Read More

  • Three Strategies for Customer Engagement Focus after Your Live Event

    Once your event is over and everyone has gone home, your job isn’t finished. After all, an event’s ROI isn’t immediately measurable. It can... Read More

  • Why ‘Relaxed Retail’ Is the Future of Shopping

    Young consumers are shying away from over-stimulating stores in favor of stress-free shopping environments and experiences. My high school boyfriend wore Abercrombie & Fitch cologne. Its scent would waft along... Read More

  • How to Create a Company Culture That Drives Awesome Customer Service

    When you’re starting a new company and trying to get a product out the door, worrying about your organizational culture might seem frivolous. Do you really have time... Read More

  • Why Health Plans Should Steal a Page from the Consumer Marketing Playbook

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    For health plan marketers, the ultimate goal is to transform their company from an organization that pays medical claims into a trusted source of healthcare information. Health plans that successfully... Read More

  • Increasing Customer Loyalty Through In-App Engagement

    Retail mobile apps are being adopted by shoppers at lightening speed, and the use of retail mobile apps rose by 174% in 2014 alone. Many of today’s tech-savvy shoppers aren... Read More

  • New Washington Redskins Loyalty Program Start of Long-term Customer Engagement Strategy

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    Professional sports teams have become entrenched in customer loyalty, evidenced by such loyalty programs from the San Francisco 49ers, Miami Dolphins, Buffalo Sabres, San Diego Padres, and Sporting Kansas City. ... Read More

  • Integrated Loyalty: Organizing for Customer-Centricity

    Clay Walton-House'; ?>

    This article is the fourth of a year-long Lenati series titled “Way of the Future: An Integrated Approach to Loyalty Strategies.” For context and additional reading, see the... Read More

  • 7-Eleven Actively Listens and Responds to Win Customer Loyalty

    Mark Johnson'; ?>

    7-Eleven’s mission to provide a customer experience that offers consumers “whatever they need, whenever they need it” has seen the brand evolve far beyond the original... Read More

  • Find the Balance Between Transactional and Relational Loyalty Programs

    Jim Tierney'; ?>

    How do the best brands show their customers love? Chances are, if a customer is a big fan of a particular retailer, restaurant, airline, or hotel, he or she is... Read More

  • Customer Journey Mapping: Building CX Maturity and Momentum

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    Two years ago, I was part of an effort to create, develop and formalize the CX program for my organization—and still play a critical role in managing this... Read More

  • One Size Doesn’t Fit All for Customer Experience

    Paul Gordon'; ?>

    Statistics show that the average household belongs to over 12 loyalty programs, but only actively participates in four to five of them. Over saturation of loyalty programs in nearly every industry... Read More

  • Ten Ways to Create a Loyalty Program That Your Customers Will Love

    While it may be hard to obtain customer loyalty, it is even more difficult to sustain it. Many companies in the hospitality industry issue loyalty cards in order to incentivize... Read More

  • Home Shopping Network Connects Customer Journeys to Build Brand Loyalty

    Mark Johnson'; ?>

    Great marketing has always been about great storytelling, but today customer engagement also encompasses so much more. Brands now need to deliver the right message at the right time and... Read More

  • The Finish Line Goal: Provide a Friction-free Omnichannel Customer Experience

    Jim Tierney'; ?>

    If there is one thing that officials at The Finish Line realize, it’s that there is no finish line when it comes to customer engagement, customer experience, and... Read More

  • InMoment Illuminates the Path to an Authentic Customer Experience

    James Loy'; ?>

    People are increasingly demanding authentic customer experiences, and this is changing the way many brands are developing and maintaining customer relationships. To succeed, brands must now build more honesty, transparency,... Read More

  • Personalized Content Drives Customer Engagement at Red Lion Hotels

    Jim Tierney'; ?>

    Red Lion Hotels Corporation prides itself on providing a unique and personalized customer experience. Everything about its Hello Rewards loyalty program revolves around meeting and exceeding customer expectations and desires. ... Read More

  • eatbigfish Shows How Business Limitations Can Lead to Customer Engagement Opportunities

    Mark Johnson'; ?>

    Setbacks, limitations, and constraints are all part of life. There will always be challenges to best and obstacles to overcome. This has always been the case for those trying to... Read More

  • Wyndham Hotel Group Offers Simple, Compelling Customer Loyalty Advice: Listen to Your Customers

    Jim Tierney'; ?>

    The Wyndham Hotel Group stays on top of rapidly changing technologies to always provide the ultimate customer experience. But Noah Brodsky, Senior Vice President, Worldwide Loyalty and Engagement, Wyndham Worldwide... Read More

  • 10 Things Affluent Customers Really Want in Loyalty Programs

    Jim Tierney'; ?>

    Aspire Lifestyles  and the Luxury Marketing Council held a June webinar titled, “What Affluent Consumers Really Value in Customer Loyalty Programs.” During this webinar, Lori Byrne, SVP,... Read More

  • Safelite Auto Glass Finds Brand Loyalty through Customer Driven Philosophy

    Jim Tierney'; ?>

    For Kerry Hurff, Safelite AutoGlass AVP, Customer and Brand Technology, the company’s Customer Driven philosophy continues to create brand loyalty. Hurff talked to Loyalty360 about this and other... Read More

  • The Domino Effect of Engagement

    Paul Gordon'; ?>

    Making a perfect alignment of dominos takes time, dedication and strategy; much like an office environment. Managers and their employees work closely together, forming sequences that lead to success. They... Read More

  • 3 Innovative Strategies to Build Customer Loyalty

    Any business owner will tell you: Building customer loyalty doesn’t happen overnight. It takes time and a commitment to putting your customers first at each and every touch... 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

  • Reciprocity in Loyalty Programs

    Naomi Kasolowsky'; ?>

    Employee engagement is increasingly top of mind for most executives.  The fact that the happiness and motivations of people throughout the business has a direct relationship on their everyday... Read More

  • The Future of Loyalty is Referral

    Chris Duskin'; ?>

    When you want more customers in your loyalty program, how do you get them? Create bonus incentives for joining? In-store and point-of-sale initiatives? Campaigns focused on signing up? These are... Read More

  • Integrated Loyalty: Holistically Measuring Customer Health

    Clay Walton-House'; ?>

    This article is the third of a year-long series titled “Way of the Future: An Integrated Approach to Loyalty Strategies.” For context and additional reading, see the first... Read More

  • Prudential Individual Life Insurance Ensures Customer Loyalty through Relevancy

    Mark Johnson'; ?>

    For decades, Prudential Individual Life Insurance has been there for people seeking to protect what they value most. Dedicated to helping families find security in a dynamic and changing world,... Read More

  • Aspire Lifestyles Keys Memorable Customer Experience with Tiered Concierge Structure

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    For Aspire Lifestyles, differentiating the customer experience through the use of Concierge is its daily mission. A key component of the Aspire Lifestyles service model is providing its clients... Read More

  • InMoment’s Two New Customer Experience Tools Take Brands Beyond the Metrics

    Jim Tierney'; ?>

    InMoment, a customer experience optimization platform, is always trying to innovate around the customer. In keeping with that theme, the company recently launched two new and exciting tools: Global Text... Read More

  • Customer Experience at Johnny Cupcakes? It’s Like Your Birthday

    Jim Tierney'; ?>

    Founded by Earle in 2001, Johnny Cupcakes is a successful clothing brand that uses cupcakes as the prominent design motif of its merchandise, often replacing iconic symbols with cupcakes. The... Read More

  • How Machine Learning Can Aid Real-Time Contact Centers

    To provide world-class service is always a challenge, primarily in the customer-facing industry where standards change frequently and the bar of excellence continues to rise at a rapid pace. I... Read More

  • Airlines Trying to Create a Better Customer Experience

    Mark Johnson'; ?>

    For Richard Garlick, global travel and hospitality lead for J.D. Power, there still remains “a lot of hassle” with the airline customer experience, “but in a... Read More

  • Leveraging Loyalty to Improve Patient Care

    Loyalty programs have flourished in many consumer-facing industries (e.g., Retail, Financial Services, Travel & Hospitality, etc.) for many years and the many benefits are quite obvious, including: increased long-term... Read More

  • Digital Call Center Strategies to Consider for Improving Customer Loyalty

    The digital revolution is bringing a new set of challenges and opportunities for call centers. Like any other customer service occupation, call centers will need to keep up with current... Read More

  • Many Customer Experience Initiatives Are a Waste of Money

    John Zimmerer'; ?>

    So many technology purchases are being made in the name of “customer experience” (CX) that the projected growth in CX market size is astronomical. CX is clearly a... Read More

  • Building Brand Loyalty With Customers: NCR Corp. Case Study

    Jim Tierney'; ?>

    NCR Corporation, a global leader in consumer transaction technologies, always wants to build brand loyalty by helping its customers/clients develop loyal customers. And for Jon Lawrence, NCR’s... Read More