Loyalty Management

  • 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

  • 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

  • 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

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

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    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

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

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    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

  • 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

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

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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

  • 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

  • Machine Learning: A New Reason to Love Customer Complaints

    You already have your ear to the ground and eyes on the stats that drive customer loyalty. Hopefully you’re also carefully tracking negative feedback as indicators of bigger... Read More

  • Grow Customer Retention. Grow Company Revenue.

    Rhonda Basler'; ?>

    Most corporate marketing departments have one clear distinction when it comes to allocating the marketing budget:  How much do we invest to acquire new customers and how much do... Read More

  • Four Reasons to Love Customer Complaints

    For many business owners, having a customer complain can be very discouraging and often, the absolute worst thing that can happen. What they don’t realize is that these... 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

  • Inte Q Acquires Teleformix: Eyes Expansion of Customer Pay Loyalty Program Opportunities

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    Steve Kietz, president of Inte Q, a leader in the loyalty and database marketing industry, is very excited about his company’s recent acquisition of Teleformix LLC, a leading... Read More

  • InMoment Illuminates the Path to an Authentic Customer Experience

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    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

  • Reciprocity in Loyalty Programs

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    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

  • Surveys are Alive and Well

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    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

  • Airlines Trying to Create a Better Customer Experience

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    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

  • 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

  • From Reach to Resolution

    Introduction You and your customers have a complex relationship and much of that complexity involves customers’ expectations. For the most part, they expect an ongoing relationship, or at least... Read More

  • Technology a Cornerstone of Customer Friendly Sporting Kansas City

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    Sporting Kansas City, champions of MLS (Major League Soccer) in 2013, has such a compelling and efficient technology system installed at its Sporting Park stadium that it has attracted fans from... Read More

  • How to Keep Your Loyalist Base Growing (Part 3 of 3)

    Driving nearly half of a brand’s total revenue, loyalists hold the fate of your brand in their hands. Having a firm understanding of your loyalist base is critical... Read More

  • What Customer Service Week Teaches Us About Creating Successful Customer Experiences

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    This month, we not only celebrate Customer Service Week, but also an annual Customer Experience Day. Given our industry, these “holidays” give us a great excuse to pause... Read More

  • 7 Key Questions for Better Loyalty Program Performance

    TechnologyAdvice spoke to Maritz Motivation Solutions VP of Loyalty Strategy Barry Kirk and BigDoor Director of Marketing Ashley Tate on what it takes for a loyalty program to be successful... Read More

  • Biggest Challenge Companies Face is Lack of Across-the-Board Involvement

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    Loyalty360 had an opportunity to sit down with Paul Lacap, who is the Director, Product Innovation & Marketing Services at IC Group. Lacap is responsible for helping teams develop and... Read More

  • Don’t Let Responsive Web Design Cut Into Customer Satisfaction

    As someone in your organization who is tasked with creating customer loyalty and building strategies to increase customer satisfaction, the last thing you want is frustrated customers. Unfortunately, one of... Read More

  • An Introduction to Social Customer Care

    How KLM Royal Dutch Airlines became one of the most responsive brands on social media and created a legion of brand ambassadors What is “Social Customer Care,” and... Read More

  • Focus on Exemplary Customer Service Propels Best Western

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    Some companies might excel in one or two areas related to their customer loyalty programs and for most that is a notable achievement. But to excel across multiple loyalty categories,... Read More

  • Four Modern Trends Deepening our Understanding of Customer Engagement Management

    Michael Guarente'; ?>

    Viewing the retail world through the customer-centric paradigm is a fairly new approach for modern companies and the people who run them. While the idea of serving customers well is... Read More

  • Will You Be Joining Us for Dinner – or an Experience?

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    “Welcome to The Eatperience. Would you like great food and drink …  or would you prefer to enjoy an outstanding experience?” OK, this is a false dichotomy:... Read More

  • Building Customer Loyalty

    Building customer loyalty is dependent upon the right design and execution of your loyalty program, and giving love to your customers as the fundamental way you run your business. ... Read More

  • Two Models, One Goal: Gratisfaction

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    I’d like to introduce a theme I’ll touch on throughout the year: gratisfaction—the place where gratification meets satisfaction. It’s the holy grail... Read More

  • 4 Reasons Your Brand Needs Social Media Customer Service

    The constant connectivity of social media inspires an almost implicit expectation that, if you have a question, someone will respond to it. Customers are watching social media feeds in... Read More

  • Liberty Mutual Uses Smarter Video to Enhance Customer Experience

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    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

  • Lift Loyalty Program Results with Charitable Giving

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    The other day I had lunch at my favorite Mexican restaurant. After completing my chili relleno combo plate and 2nd basket of chips I started to ponder my afternoon nap... Read More

  • Playing the Loyalty Scheme

    Loyalty card schemes are as popular as ever in the UK and continue to experience positive growth. In fact, a new survey shows the overall number of cards rose by... Read More

  • Retail Innovation Story

    Tommy Hilfiger is one of the first fashion retailers to improve customer service and loyalty with customer facing and interactive displays connected to the point of sale system. The Tommy... Read More

  • The Secret to Super Sized Customer Service

    Customer service in the today’s economy needs to be “super-sized.” If ever there were a time when a business could get away with offering a good... Read More

  • Loyalty Reads: Lm Online – July

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    The Apple Experience: Secrets to Building Insanely Great Customer Loyalty Author:  Carmine Gallo Publisher:  McGraw-Hill; (March | 2012) Reinvent your business to deliver Apple-like customer satisfaction and profits Apple Stores... Read More

  • What’s All The Fuss About Customer Service?

    I like stories!  Let me tell you one about customer service As I read websites, sales literature, and interact with business managers, customer service is seen as important but... Read More

  • What was your last “Ah-ha” customer experience?  What makes this memorable?

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    “My favorite A-ha moment...  We saw a twitter post reading, ‘Going to a business dinner at Wow Bao, is it going to suck as much as I'... Read More

  • 89 Degrees, IKEA Family Loyalty Program a Success Story

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    When Laura Saati, VP of Strategic Marketing Services for customer engagement firm 89 Degrees, began thinking about launching a loyalty program for home furnishings company IKEA, she was quietly confident about... Read More

  • Are You a Curator of Customer Experience?

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    Whether you are in a role as a product developer or manager, as a company executive or leader, or on the front line working with customers, you have the opportunity... Read More

  • What’s Wrong with Being Radical?

    Our world has changed dramatically over the last 100, 50, 20, 10 and even 5 years. The pace of innovation has accelerated with no end in sight. In technology, Moore’s Law once stated... Read More

  • 7 Best Practices to Deliver Excellent Online Customer Service

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    Online customer service can either make a customer more engaged and more loyal or drive him to a competitor because the online service doesn’t provide the help needed.... Read More

  • The Customer Service Innovation Gap

    Good business owners may disagree on how best to increase their margins, motivate their employees or beat the competition. But there’s one thing that they all know for... Read More

  • State of the Industry: Service With a Smile. Now More Important than Ever

    There’s a common misconception in the market today.  The perception is that sales drives company success.  Makes sense.  After all, businesses make money and gain... Read More

  • The Rise of Multichannel Contact Centers in the Quest for Customer Loyalty

    In today’s marketplace, brand loyalty must be earned on an everyday basis as consumers have an ever-increasing number of options from where they can obtain products and services. ... Read More

  • VoC Best Practices to Drive Customer Satisfaction and Loyalty

    Most executives have always known—or at least been told—that customer loyalty is the best path to long-term profitable growth. Today that knowledge is impossible to ignore... Read More

  • Five Key Factors for Successful Concierge Programs

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    There are five critical factors that can make or break a concierge program for loyalty marketers, Mark Robeson, senior vice president, sales and marketing, for VIPdesk, said during a Loyalty 360... Read More

  • Improving Customer Service with Document Management Software

    According to the latest figures from the Bureau of Labor Statistics, customer service representatives hold over 2.2 million jobs. Many work in telephone call or customer contact centers. Others work in... Read More

  • State of the Industry: Separating Loyalty from Retention

    Healthcare professionals often cite patient retention as a key to success, when in reality, it’s patient loyalty that causes long-term, exponential revenue growth. Every new patient should make... Read More

  • Seven Components of Successful Concierge Programs

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    While every Concierge program is unique (for the same reasons that no two customer loyalty programs are the same, reasons which include customer demographics, psychographics, expressed desires and needs, etc.),... Read More

  • State of the Industry: Minding the Gap—between employee engagement and customer experience

    Think about it. When was the last time you felt you came away having just had a great customer experience—after dealing with an employee that appeared to act... Read More

  • Loyalty Reads - 2012: Q3

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    The Tasti D-Lite Way: Social Media Marketing Lessons for Building Loyalty and a Brand Customers Crave  James Amos, Chairman and CEO, Tasti D-Lite & BJ Emerson, VP Technology,... Read More

  • Virtual Assistants Empower Online Customers

    Self-service can be like herding cats. On the one hand, some people dislike the lack of any online self-service tools when making a payment or modifying account settings, while... Read More

  • The Most Critical Investment: Customer Service that Satisfies

    Times are tough in a global economy turned upside down. Competition is stiffer, regulatory compliance increasingly stringent, and perhaps nowhere more than in the... Read More

  • A Case Study in World Class Customer Service

    Service with a smile is cliché in any customer service or sales industry, but those who go above and beyond to provide service that makes the customer smile are... Read More

  • Executive Insights: Brian Boardman, Avanade

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    Brian Boardman, responsible for developing CRM industry solutions, strategic sales engagements and CRM marketing for Avanade, a joint venture between Microsoft and Accenture, recently discussed with Loyalty360 some of the... Read More

  • Companies Should Align Channel Capabilities to Meet Customer Needs: Convergys

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    Companies need to balance customer requirements with corporate strategy in order to better manage the customer experience, John Georgesen, senior director, Convergys Analytics Solutions, told attendees at the 8th Edition... Read More

  • Sodexo Culture, Training, Helps Health Care Providers Aid Patients

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    Sodexo Health Care, “the largest company you never heard of,” provides meal, housekeeping and similar services for thousands of health care and senior care facilities across the country. ... Read More

  • Loyalty Reads - 2012: Q2

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    Brandwashed—Tricks Companies Use to Manipulate Our Minds and Persuade Us to Buy Martin Lindstrom with Foreword by Morgan Spurlock Crown Business | September 2011 From the bestselling author of... Read More

  • How Pure Romance Used Technology to Deliver a Superior Customer Experience

    Pure Romance is one of the nation’s fastest-growing woman-to-woman direct sellers of relationship enhancement products.  Founded in 1993, the company’s products are marketed through a variety... Read More

  • Four Cornerstones of Loyalty & the Expectation Matching Paradox

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    Prevalent in the marketplace today, one of the things we continue to see and was eloquently discussed at the 2012 Loyalty Expo is the idea of “Hostages.” ... Read More

  • Petco Relies on Manager Training to Enhance Customer Service, Loyalty

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    Petco, the specialty pet retailer, has seen its market position increasingly challenged by discount general merchandise stores, such as Wal-Mart, and large grocery chains that have expanded their product lines... Read More

  • Contextual Intelligence, Advanced Analytics Can Help Improve Telecom Customer Loyalty: Study

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    Contextual intelligence used in conjunction with advanced analytics can improve the customer experience and reduce churn – in other words, improve loyalty, as well as increase revenue for telecom providers,... Read More

  • Executive Insights: Mark Robeson

    Mark Robeson, Senior Vice President, Sales & Marketing with VIPdesk, has over 18 years’ experience designing and managing bespoke B2B and B2B2C customer loyalty program enhancements for... Read More

  • A Customer Service Makeover

    Stripped to its concrete rafters and struts during Hurricane Katrina the former Gulf Towers Building, a coastal landmark of the 1960’s and the city’s first high-rise was... Read More

  • Changing Customer Satisfaction at Tom & Eddie’s Table

    Restaurant experiences can turn on a dime; one minute it is a positive experience the next minute it is all going downhill fast. Restaurants with an entire staff focused on... Read More

  • The Secret to Great Customer Service: A Proactive Approach

    David Cuthbert, WVT Communications Group COO & President of Alteva & USA Datanet was recently quoted,  “A differentiator in customer service is providing proactive vs. reactive service. With... Read More

  • The Inside Scoop: Taking Customer Relationships to a Higher Level

    Loyalty goes beyond a simple transaction. Loyalty is about providing a connection between a customer and a brand. It is about building a relationship whereby a customer knows their business... Read More

  • Case Study: Who Do You Love? Heating Up the Relationship with High-Value Customers

    For years, the electricity utilities in Texas were monopolies. That changed when the state's legislature deregulated the industry. Before this, a single utility would provide electricity service—including... Read More

  • Next Generation Social Support: Making Social the Way You Do Business

    Those in charge of service and the customer experience today are faced with challenges both large and multifaceted. With both customer expectations and the cost of service delivery rising, service... Read More

  • Industry Insights 2012 (Part 3)

    More executive insights from the Loyalty 360 four part series, Industry Insights 2012. Part 3 continues with predictions and trends from: Safelite AutoGlass, Scene, SAS, Kobie Marketing and Swift Exchange. Company thought leaders... 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

  • Politics Aside, Public Seeking Greater Oversight of Banks

    President Obama’s recess appointment of Richard Cordray as director of the Consumer Financial Protection Bureau means the Bureau can more seriously exercise its power to level the playing... Read More

  • Focusing on Key Customer Loyalty Metrics

    Having run the customer loyalty program at SimplexGrinnell for the past several years, I’m often asked to provide ONE metric that will provide a clear picture of customer... Read More

  • The Next Generation of Customer Feedback is Social Customer Satisfaction Intelligence

    Customer surveys. Mystery shopping. Printed comment cards. Inbound emails. Website comments. Call ins. Not too long ago, marketers relied on these traditional forms of feedback as the primary methods to... Read More

  • The Westpac Group & Cyara Solutions

    The Westpac Group and Cyara recently spoke at SpeechTEK in New York on the topic of creating and managing customer-centric, speech-enabled, interactive voice response applications. This interview was a follow... Read More

  • Five Critical Points for Social Media and Unified Communications in the Contact Center

    Modern businesses can no longer stand pat with traditional contact center technologies and processes. Social media has firmly inserted itself into customer conversation, rapidly emerging from a form of entertainment... Read More

  • Customer Service, Engagement and Loyalty

    “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” -- Walt Disney There... Read More

  • Viewpoint Voice of the Customer

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    Viewpoint Construction Software: A look at how an annual customer survey, paired with a centralized database helps Viewpoint Construction Software identify important customer-focused initiatives. With over 35 years of experience in... Read More

  • A New Era of Customer Loyalty

    Customer loyalty is always a top priority for any retailer, but with the effects of the economic downturn still being felt by many, it is now more important than ever... Read More

  • How Healthy Is Your Customer Base?

    Imagine a world of customer experience management (CEM) unification. Where a CEO of a Fortune 500 company has his finger on the pulse of what millions of customers think about his... Read More

  • Loyalty Reads - September 2011

    The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken Greenleaf Book Group | April 2011 What is the amazement revolution? It is the... Read More

  • Building Loyalty for a “Negative” Service

    Auto glass is not on the minds of many consumers, but for the 14 percent of people who have damage, it’s not always clear where to turn. They may... Read More

  • Enhancing the Customer Experience with Loyalty Management

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    Satisfying Customers- and Developing Advocates Executives in any industry will tell you that they sincerely care about their customers—after all, satisfied customers are the source of a company... Read More

  • You Can Build It

    Here’s a scenario we can all relate to. Let’s say one day you walk into your local electronics store with every intention of walking back out... Read More