Loyalty Management

  • 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

  • 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

  • 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

  • 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

  • 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

  • Do Super Fans Have Branding Super Powers?

    Loyalty 360'; ?>

    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

  • 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

  • Canadian Red Cross Builds Brand Loyalty in Nonprofit Sector

    Steve Taggart'; ?>

    The Canadian Red Cross faces many of the same challenges as other brands, but the way it approaches these hurdles is very different. Most notably, the nonprofit organization is unable... Read More

  • It’s Snowing Big Data: Targeting Trails to Reach Audiences

    Peter Zajonc'; ?>

    As another year comes to an end and while many of you are fine-tuning your 2016 marketing plans, we wanted to take a moment to reflect on key data trends for... Read More

  • 49ers Listen to Fans to Drive Loyalty Program

    Jim Tierney'; ?>

    Officials for the San Francisco 49ers realize that to drive a successful loyalty program, they have to listen to their most important customers: The fans. The team’s loyalty... Read More

  • Red Lion’s New Loyalty Program says Goodbye to Points and Hello to Customer Engagement

    Steve Taggart'; ?>

    In a majority of loyalty programs, customers look for any way that they can get more points. From using that one specific credit card, to buying that one specific item,... 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

  • Evergage Increases the Clarity of Digital Customer Engagement

    Mark Johnson'; ?>

    Two driving forces behind customer engagement strategies today are 1:1 personalization and real-time digital integration. The ability to provide an individualized customer experience that connects websites, mobile apps and various online... Read More

  • Turning “Big Data” into “Smart Data” to Transform A Loyalty Program

    Turning "big data" into "smart data" requires a lot of number crunching, strategizing and analysis. But the results can completely transform a loyalty program if the resulting smart data helps... Read More

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

    Loyalty 360'; ?>

    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

  • eBags.com Seeks Differentiation Through Customer Loyalty

    Jim Tierney'; ?>

    An enticing, attractive, and thoroughly rewarding customer loyalty program can go a long way toward forging a key point of differentiation for any brand. And for Peter Cobb, Founder/EVP... Read More

  • How Personalized Digital Experiences Win Loyal Customers

    Every company today is undergoing a digital transformation. Consumers’ first interactions with brands frequently begin through a digital channel, which means brands need to extend their customer experience... 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

  • Meineke Repairs the Car Care Industry’s Approach to Customer Engagement

    Mark Johnson'; ?>

    For most auto owners, proper car care and maintenance is a fact of life. Attracting and retaining these drivers as loyal customers is an essential part of the automotive care... Read More

  • Passionate Customers Lead to Supreme Brand Loyalty at Auntie Anne’s

    Jim Tierney'; ?>

    When Heather Neary, Vice President of Global Marketing for Auntie Anne’s – the world’s largest hand-rolled soft pretzel franchise – wears her company shirt accompanied by... Read More

  • BehindtheBrand with Javier Flaim, CEO |  Recyclebank

    As CEO, Javier Flaim is responsible for the overall vision and strategic direction of the company – scaling and growing the Recyclebank behavior change platform by partnering with communities... 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

  • Content Quality Triggers Customer Engagement at Niemann Foods

    Jim Tierney'; ?>

    Technology will always change, but providing quality content can significantly enhance customer engagement and brand loyalty. That’s the premise for Niemann Foods. Niemann Foods, operating under the County... 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

  • 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

  • Turn Holiday Shoppers into Loyal Customers for 2016

    Gaining customer loyalty is not a one-size-fits-all mentality, especially during the holiday shopping season. According to Google’s 2015 Holiday Trends, more than half of American consumers are open to... Read More

  • Why Social Customer Care Is About More Than Just Issue Resolution

    Customer service, as an industry and discipline, is having a renaissance moment.  Conversations that were once routinely private and routed through call centers or email systems are increasingly taking... 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

  • Who Else Wants To Increase Site Traffic 20%?

    If you’re not leveraging the power of social commerce or have plans to make it a part of your sales and marketing strategy soon, you could be missing... Read More

  • The State of Customer Engagement Today: Drivers and Expectations

    Dave Capuano'; ?>

    This past summer, Verint conducted a survey—in conjunction with analyst and consultancy firm Ovum and UK-based research company Opinium—of more than 18,000 global consumers that found customers... Read More

  • Building Business and Customer Loyalty the Digital Way

    The convergence of today’s digital technologies – including social media, mobile computing, the cloud and analytics – has resulted in both exciting opportunities and daunting challenges for customer... Read More

  • 5 Ways to Enhance Customer Service With Visuals

    When you think of customer support software and providing exceptional service to customers, written communication or a phone call is usually what comes to mind. However, there are extremely successful... Read More

  • What Can U.S. Passengers Expect Next in Airport Technology Trends?

    Billions of people fly every year, each with their own expectations of the journey ahead. The collective set of customer experiences is largely determined by the mix of people, technologies,... 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

  • Is In-Store Beacon Technology Right for You?

    Andrew Levi'; ?>

    Ideally, when a consumer walks through the door of the brick-and-mortar retail location, they would be greeted at the front by a store employee who would welcome them, ask if... Read More

  • 7 Ways to Avoid Shopping Cart Abandonment

     Over 68% of online shopping carts are abandoned. BI Intelligence research indicates that $4 trillion worth of goods will be left sitting in carts in 2015. In worse news for retailers, cart... Read More

  • Essilor Clearly Sees the Value of an Exceptional Customer Experience

    Mark Johnson'; ?>

    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

  • Expedia Builds Effective Products, Customer Engagement Follows

    Jim Tierney'; ?>

    True customer loyalty isn’t always about how fast a brand can innovate. Expedia officials believe there is another piece to the customer loyalty/customer engagement puzzle. Expedia CMO... Read More

  • Brand Advocacy Basics: How to Turn Loyal Customers into Outspoken Supporters

    Buyers today expect more from the brands they’re evaluating than they did in eras past. For one thing, they won’t submit to a sales pitch off... 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

  • Sometimes Championing Customer-centricity Is Like Driving an 18-wheeler

    Imagine you needed to dock an 18-wheel big rig truck into a loading dock. Unless you are a professional truck driver, this might seem a bit daunting. Now imagine you... 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

    Nancy Porte'; ?>

    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

  • The Real Story Behind Apple Wallet and Customer Loyalty

    Kane Russell'; ?>

    With the release of iOS 9 this Fall, Apple’s latest solution to replace leather billfolds arrives in full force: Apple Wallet. Boasting significant upgrades over the company’s... 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

  • Converting Happy Customers into Active Advocates

    Sarah Simon'; ?>

    What is Active Customer Advocacy? It’s one thing for a customer to promise they would recommend you in a Voice of the Customer survey.  It’s... Read More

  • Data Favors Digital Customer Engagement, but Companies Are Failing to Deliver

    Digital channels for customer service—such as websites, mobile apps, and chat—can offer a multitude of benefits for both customers and companies: fast self-service, no waiting in... 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

    Saeed Aminzadeh'; ?>

    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

  • 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

  • Dunkin’ Donuts Always Seeks Insights to Gain Deeper Customer Engagement

    Jim Tierney'; ?>

    Scott Hudler, Vice President of Global Consumer Engagement at Dunkin’ Brands, told Loyalty360 that marketers are bombarded with customer data that can be overwhelming. The key, Hudler believes, is... Read More

  • Global Hotel Alliance Discovers a New Echelon of Global Customer Engagement

    Mark Johnson'; ?>

    Ask someone to recount a memorable trip, or an exciting experience away from home, and they probably won’t mention how many loyalty program points they earned at the... Read More

  • Chiquita Re-Invents the Modern Sweepstakes, Grows its Digital Audience by 1 Million+ Unique Users in 6 Weeks

    Brands have been using sweepstakes to drive lead generation ever since that first primitive marketer crawled out of the primordial ooze. And, just as marketers themselves evolved -- going from... Read More

  • What’s in a Name? Your Loyalty Program’s Web Address May Not Be So Sweet…

    Loyalty 360'; ?>

    What’s in a name?  Maybe to Shakespeare’s star-crossed lovers, nothing…but certainly to marketers it can be everything.    Most brands have... 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

  • 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

  • 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

  • Mobile is Heating Up This Summer – What Loyalty Marketers Need to Know

    Summer is a time for vacation, a time for fun and a time to  be ‘on the go’.  As a result, many consumers take breaks from... 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

  • Surveys are Alive and Well

    Nancy Porte'; ?>

    A few years ago, surveys were the only source of customer feedback used to support a company’s Voice of the Customer (VoC) efforts.  Fast forward and we... Read More

  • Aspire Lifestyles Keys Memorable Customer Experience with Tiered Concierge Structure

    Loyalty 360'; ?>

    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

  • Simple Customer Experience Leads to Rave Reviews for Viggle

    Jim Tierney'; ?>

    Viggle, the mobile entertainment marketing and rewards platform, is cashing in on its simplistic approach to customer experience that has captured the hearts and minds of millions of users. Via... 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

  • Using Customer Service to Drive Emotional Connections Between Consumers and Your Brand

    Bob Moorhead'; ?>

    The value consumers place on customer service continues to increase as they look for differentiated experiences in the world of increasingly commoditized products and services.  Throughout my career in... Read More

  • The Magic Bullet: Voice of the Customer and Employee Engagement

    If you are like every other business in the world, you are looking for that magic bullet that drives profits, increases market share, and cuts your operational costs. Extensive research... Read More

  • How to Make Authenticity Your Company’s Unfair Advantage

    Sarah Clark'; ?>

    Great Clips might not conjure a world-class feel, but after 30 years in business, it’s grown into a salon powerhouse, representing nearly 50 percent of all franchised hair salons in... Read More

  • Tony Roma’s Builds Customer and Community Relationships to Drive Brand Loyalty

    Mark Johnson'; ?>

    Tony Roma’s does not operate a formal loyalty program, but that does not mean it considers customer loyalty to be any less vital. Considerations of customer loyalty are... Read More

  • Taco John’s Guest-Centric Customer Engagement Program Pleases More Than Just Diners

    Mark Johnson'; ?>

    Taco John’s has become one of America’s leading quick-serve Mexican restaurants for a good reason. After realizing that successful customer engagement depends on hearing what guests... Read More

  • SCENE Q&A: Strategic Alliance Expands Customer Engagement

    Mark Johnson'; ?>

    The momentum of SCENE, a joint venture between Cineplex and Scotiabank, has continued to build. As Canada’s fastest growing loyalty program, SCENE has recently announced a new partnership... Read More

  • Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty? Think Customer Advisory Boards

    These days, there seems to be a lot of articles, blogs and other media attention dedicated to the topic of customer experience. Indeed, ensuring that companies optimize interactions with their... Read More

  • Once a Product or Offer Is Designed, You Are NOT Done (With the Customer)!

    Despite their title, customer loyalty marketers often fail to sufficiently include the customer. Example:  One of my family members is an elite member of a major airline loyalty program.... Read More

  • Barclaycard: Data-Driven Customer Insights Reap Rewards

    Nicole Hamilton'; ?>

    Barclaycard’s customer focus has made it the leading and fastest-growing card partnership option in the U.S. The U.K.-based company now offers a credit card under... Read More

  • Customer Experience Landscape: A Long, Strange Trip?

    Emily Heitkamp'; ?>

    Customer experience and customer loyalty are in a period of renaissance, spurred by the allure of customer data and new technology. There is a desire for more personal relationships and... Read More

  • Faithful 49 Loyalty Program Off to Engaging Start for 49ers

    Jim Tierney'; ?>

    As the San Francisco 49ers desperately try and stay in the playoff picture as the regular season wanes toward completion, the team’s new loyalty program−Faithful 49&minus... Read More

  • Creating Communities to Connect with Customers

    Nancy Porte'; ?>

    As we see the end of 2014 and the beginning of a new year, many of us are involved in 2015 strategic planning activities.  For those customer experience professionals who are... Read More

  • Cirque du Soleil Embodies Customer Engagement

    Jim Tierney'; ?>

    Cirque du Soleil might very well embody the meaning of the phrase customer engagement and serve as a beacon for experiential marketing. Connecting and engaging with customers on an emotional... Read More

  • Is Your Loyalty Program Naughty or Nice this Holiday Season?

    Julie Kustoff, Julie Kustoff'; ?>

    As our colleague Laura Gardiner mentioned in her article last month, the average household has 21.9 loyalty program memberships.  With this in mind, the question becomes, how active are households... Read More

  • BeautyKind.us Offers Very Unique and Personal Customer Experience

    Jim Tierney'; ?>

    BeautyKind.us is a new way to shop for beauty products that enables consumers to buy prestige makeup, skincare, fragrances, hair and nail products, and 5% of the purchase price of... Read More

  • Schnuck Markets Nourishes and Engages its Loyal Customers

    Mark Johnson'; ?>

    Founded in St. Louis in 1939, Schnuck Markets, Inc. is celebrating its 75th anniversary this year. The family-owned company, led by Chairman and Chief Executive Officer Todd Schnuck, has always held... Read More