Loyalty Management

  • Publicis Outwits Contemporary Customer Experience Problems

    James Loy'; ?>

    The sheer amount of noise that crackles throughout and across our growing network of digital, social, and traditional channels is almost deafening. Marketers are facing this growing challenge by trying... 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

  • Former Delta Air Lines Social Manager Talks About the Power of Customer Engagement

    Jim Tierney'; ?>

    Former Delta Air Lines customer service executive Jerry Fletcher knows a little something about the power of social media, evidenced by the fact that he helped Delta become the only... 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

  • Using Clean Data to Deliver a Great Customer Experience

    The ability to deliver an exceptional customer experience unquestionably gives companies a competitive advantage. That’s why businesses across virtually all industry sectors are paying more attention to customer... 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

  • 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

  • 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

  • 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

  • Digital Expectations Shape the Future of Shopping for Millennials

    According to recent research by Epsilon, 53% of millennials’ wallets are spent in retail stores. Brick-and-mortar, don’t panic! Shopping online will never replace the in-store experience for millennials.... 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

  • Ask the Experts

    With the advent of social, mobile and other emerging technologies, how do brands effectively improve the customer experience and engage their audiences in this challenging and very dynamic marketing environment? ... Read More

  • Best Western Delivers Sophisticated Customer Engagement by Revitalizing Direct Mail

    James Loy'; ?>

    It is true that digital innovation has changed most of our lives for the better. As information travels faster, the world gets smaller. New relationships and business opportunities exist around... 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

  • 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

  • “Millennial Brand Loyalty” is NOT an Oxymoron

    As more marketers have focused on the Millennial Generation with efforts focused on capturing this cohort’s attentions and loyalty, major budgets are being planned in the mistaken belief... Read More

  • Email Marketing Best Practices

    According to a recent eMarketer study, approximately 50% of American email users purchase a product or service after receiving a marketing email. That substantial percentage of users alone is entirely indicative... 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • Driving Shopper Engagement Through Digital Technology

    Sue Yasav'; ?>

    The habits of many retail shoppers are changing. They are becoming omni-channel shoppers, meaning  they use any and all digital resources available to shop and purchase in and out... 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

  • 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

  • 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

  • Klein Tools Builds Upon Generations of Advocacy through Digital Customer Engagement

    Mark Johnson'; ?>

    For 158 years, Klein Tools has been a family-owned and operated company that has manufactured some of the highest quality hand tools in existence. A well-respected name in the industry, Klein... Read More

  • How to Incorporate Customer Data Into Your Loyalty Program (Without Being Creepy!)

    Big data is an even bigger buzzword, and it can provide incredible insight into customer preferences and market trends. But for a loyalty program, the basic unit of measure is... Read More

  • Synchronization of Your Content Messaging Leads to Marketing Success

    Joe Disharoon'; ?>

    In the article I wrote back in the summer, Increasing your business and brand equity by marketing in the moment of truth, I discussed the strategy of marketing to consumers... Read More

  • The Top 5 Ways Digital Gift Cards are Creating New Opportunities for Loyalty and Incentive Companies

    Mike Fletcher'; ?>

    Not only do digital gift cards complement plastic card rewards initiatives that companies already have in place, but they also open up new opportunities for loyalty and incentives companies to... Read More

  • How to Create Loyal Customers from your Website

    Customer loyalty is perhaps the most important metric to measure a business’ success by, be it online or offline. Nurturing loyalty among your customers is a wise strategy, especially... Read More

  • Digital Gift Card Trends: Convenient, Available, and Versatile

    Mike Fletcher'; ?>

    Gift cards have long been a favorite gift among consumers and recent reports show that these numbers are on the rise. According to the National Retail Federation, 2013 was the seventh... Read More

  • Retail Innovation Reaches New Heights

    Krishna Mehra'; ?>

    Technology, especially in the digital realm, is moving faster than ever. This is no different when it comes to the retail industry, where ongoing changes have been the norm for... Read More

  • Wearable Tech Gets in on the Customer Loyalty Game

    Loyalty 360'; ?>

    If there is anything to be said about loyalty in 2014, it’s this: Brands should take an omni-channel approach to communicating with their customers. Whereas the world once operated... Read More

  • The Ultimate, Definitive, Never-Need-to-Read-another-Word on the Pros and Cons of NPS Article

    Howard Lax'; ?>

    I can’t take seeing yet another article extolling the virtues/lambasting the shortcomings of NPS. So I want to lay it all on the table – the good,... Read More

  • New Research Highlights Steps of the New Hotel Booking Path to Purchase

    Carly Schott'; ?>

    For a consumer looking to book a stay at a hotel, the good news is that the available sources to research and purchase are immense. For a marketer looking to... Read More

  • In Marketing as in Life, Relationships Require Constant Effort

    In your personal life, you’ve heard it a thousand times that good, enduring relationships require constant effort. Like a garden, you wouldn’t expect your personal relationships,... Read More

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

    Jim Tierney'; ?>

    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

  • Digital Customer Experience - The Sum of Insight and Action

    If no action is taken, capturing online customer feedback is just a vanity tool. Equally, if customer feedback is simply stored in a system and nobody looks into it, the... 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

  • The Must Have Summer Trends for Rewards and Recognition

    As we enter the heart of the summer, those within the loyalty, recognition and rewards industry will see many new and emerging trends.  Women and men are now looking... Read More

  • Optimizing Promotions for Long-Term Loyalty: Feasible or Fantasy?

    Many retailers have come to realize that their paths to success cannot be primarily dictated by simply offering low prices à la Walmart. While some competitive matching may be important,... Read More

  • JetBlue Badges Delivers Gartner’s Gamification

    Michael Guarente'; ?>

    Gamification is not exactly a new concept. The term itself has been rapidly growing in popularity as of late, but its core elements have existed for thousands of years. While... Read More

  • Xerox Engaging Call Center Employees in Fun, Innovative Way

    Michael Guarente'; ?>

    The daily tasks of call center agents around the world may seem mundane to many, but to brand executives, they are the heart and soul of any successful company. Companies... Read More

  • Duffy’s Sports Grill Enhances MVP Loyalty Program through Highly Targeted Email

    Michael Guarente'; ?>

    Everyone wants to be an MVP, of course, but at Duffy’s Sports Grill that distinction has become a key component for the highly successful restaurant chain. Sandy Nelson,... Read More

  • What’s the Future for Loyalty Schemes?

    Points are no longer enough Every time I go to lunch to get my favourite noodle soup, I forget my stamp card. It’s annoying, but it’s... Read More

  • The Pace of Change Accelerates

    Ebeltoft Group has been formally tracking trends in retail innovation around the globe for nearly a decade and our member companies for a far longer period of time. There... 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

  • Loyalty360 Interview: Danielle Anderson, Director of Digital Experience, Harris+Hoole

    Michael Guarente'; ?>

    Danielle Anderson, Director of Digital Experience, Harris+Hoole, presented a session on the coffee shop chain’s app, which includes a virtual loyalty card, at PayExpo 2014 (June 11-12) in... Read More

  • Yearning for Loyalty, Fearing Call Volume: The Tech Support Conundrum

    The dirty little secret in technology support services is that many organizations fear inbound call volume, or service redemption, because it’s viewed as an expense – or one... Read More

  • Software That Will Enhance Your Event

    The world of event management is forever changing. No longer just about a speaker, some hand outs and an attentive audience, events now demand the usage of technology in order... Read More

  • Avoiding the Four Pitfalls of Customer Experience Management Strategy

    On an almost daily basis I speak to companies about their thoughts and strategies on providing the best possible customer experience and it’s fair to say that the... Read More

  • Confusion is Undermining the Value of Loyalty Programs

    Loyalty programs are supposed to offer “feel-good” rewards that solidify the emotional bond between customers and companies. Yet, all too often the complexity of the program feels more... Read More

  • Harnessing the Power of Social Media to Drive Customer Retention & Loyalty

    Loyalty 360'; ?>

    One in five customers use social media to engage with a brand after a purchase to make sure they are getting as much value out of their product or service... Read More

  • Increasing Your Business and Brand Equity by Marketing in the Moment of Truth

    Consumers can experience a moment of truth at any phase during the purchasing process. Since this “A-ha!” moment may take place at any time, a marketers’ success... Read More

  • Three Do’s and Don’ts of Mobile Customer Engagement

    Joe Dacey'; ?>

    With more than one mobile device per person on the planet, it’s imperative for companies to embrace mobile customer engagement to deliver a better customer experience. And as... Read More

  • In Search of Universal Mobile Payment and Loyalty

    Altan Bulur'; ?>

    Without a doubt, smartphones are becoming our “go-to” payment method. Banks, technology providers, telecom companies and app developers are all chasing the dream of creating the ultimate mobile... Read More

  • Is Mobile Gamification and Beacons the Future of Customer Engagement?

    Is Mobile Gamification and Beacons the Future of Customer Engagement? By Aneesh Reddy, CEO and Co-Founder of Capillary Technologies The retail industry has completely changed dynamics over the last two... Read More

  • CPG Marketers…It’s Okay to Cheat

    Robyn Hannah'; ?>

    Just as quickly as technology evolves, so too does the opportunityfor marketers to leverage this technology more effectively when trying to reach a target audience.    Today... Read More

  • Future of Loyalty

    Cindy Faust'; ?>

    It’s always fun to hear what people proclaim to be the new and latest trends for the newyear. So with that, we’ll share some perspective... Read More

  • CPG Perspective: How Facebook Tricked Us All: 3 Lessons For CMOs

    Angela Sanfilippo'; ?>

    Sometimes I think many of us take for granted the speed at which marketing has evolved in the last two years let alone the last decade.  While social has... Read More

  • Putting the SMAC in your Travel App Loyalty

    The disruptive technology of Social Media, Mobility, Analytics, and Cloud [SMAC] has captivated travelers. The effect of using this technology which allows customers to use an iPhone as a boarding... Read More

  • Four Domains of CRM

    Loyalty 360'; ?>

    “It is not the strongest of the species that survives, nor the most intelligent that survives; it is the one that is most adaptable to change.” That is... Read More

  • Let Mobile Location Messaging Be a Beacon for Retailers

    Mark Friedman'; ?>

    Five years ago, Apple introduced the tagline: "There's an app for that," but who would’ve thought how quickly that tagline would become reality. Mobile apps today, whether... Read More

  • Three Predictions Set Course for TIBCO Report

    Rob Lewis'; ?>

    The new year has brought a glut of marketing prognosticators sifting through the tea leaves to offer predictions on what 2014 will bring. Separating the wheat from the chaff—or... Read More

  • Should You Purchase a Super Bowl Ad? Three Things Every Marketer Should Consider

    A recent study found that the ads that ran during last year’s Super Bowl game didn’t change consumers’ buying habits. While it&rsquo... Read More

  • Driving Growth in CPG: It’s Time to Take a Second Look at Loyalty Programs

    Angela Sanfilippo'; ?>

    Yes, I said it.  Some of you shuddered. Others may be nodding in agreement, but I believe loyalty programs should be the single-most-fundamental component of every CPG brand&rsquo... Read More

  • Big Data in 2014: From Collecting All the Data You Can to Collecting Only the Data You Need

    Evan Makela'; ?>

    Marketers have always seen great opportunity in combining demographic data about a consumer with data about that consumer’s behavior to create a more effective marketing message. The era... Read More

  • New Research Shows Overall Rise in Popularity for Digital Gift Cards

    Jim Tierney'; ?>

    The rising popularity in digital gift cards doesn’t just coincide with the current holiday season, according to Mike Fletcher, SVP Marketing and Sales, Digital Solutions, for InComm. Fletcher... Read More

  • How Loyalty is Moving Digital Wallets to the Mainstream

    Crossing the Chasm, a landmark 1991 book, explored the challenges high-technology markets face while moving from obscurity to ubiquity – early adopters and mainstream users have very different needs. What&rsquo... Read More

  • Customers Want Smarter and Engaging Digital Experiences

    Jim Tierney'; ?>

    More and more, online consumers are impatient when trying to purchase online. Many expect answers to their problems instantly, similar to the type of help they would get in-store, suggesting... Read More

  • The Loyalty Divide

    How Can the Use of Mobile Technology Enhance Your Customers Experience Whilst Helping You Market More Effectively? The use of the mobile device is perfectly suited to the delivery of... Read More

  • The 4 Ps of Customer Experience

    We’re entrenched in the experience economy – consumers expect experiences that meet them wherever they are. For marketers, there are four critical elements inherent in any good customer... Read More

  • Customer-Centricity: an FI Imperative in a Competitive Banking Universe

    Loyalty 360'; ?>

    Thanks to a slow-growth economy, competitive pressures, and regulatory challenges, getting closer to customers is a must for today’s banks. The financial crisis that came to a head... Read More

  • Give Customers What They Want – A Loyalty 360 Interview with Clarus Marketing CEO Tom Caporaso

    Mark Johnson'; ?>

    Tom Caporaso is the CEO of Clarus Marketing Group, which creates and markets high-value subscription websites designed to save consumers time and money. Clarus is one of the pioneers of... Read More

  • In a Digital World, Physical Gift Cards Offer a Personal Touch

    The growth of electronic distribution channels has led to a sea change in the way our society gets its news, purchases music and pays bills Even the most successful business... Read More

  • Why Fashion Retailers Have an Edge in eCommerce

    We all know that eCommerce is booming. As we, the consumer, become more accustomed to purchasing products online and the technologies that power eCommerce become more sophisticated, we see more... Read More

  • Customer Loyalty from Mapping a Better Customer Experience

    Shopping used to be more fun.  Like most, I am ready to say “No thanks” when the salesperson at check-out starts talking about specials. You almost sigh... 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

  • Millenials: Engaging The Digital Generation

    Millennials are the generation everyone is talking about. With an estimated $200 billion in direct spending power and comprising nearly 25% of the population, Millennials are an undeniable demographic of individuals born... Read More

  • Are Financial Institutions Missing A Trick With Their Marketing?

    In the face of continuing economic uncertainty, retail banks and insurance companies are facing the combined pressure of having to find ways of increasing revenues whilst also reducing costs. At... Read More

  • Why You Should Add Online Video to Your Loyalty Communications

    Any marketer knows that the key to increased and sustainable loyalty requires doing a lot of little things well as part of an ongoing customer engagement strategy. Loyalty builds like... Read More

  • 3 Best Practices to Implement a Next Generation Omni-Channel Loyalty Program

    For retailers, talking about omni-channel is very fashionable nowadays.  At a high level, the concepts behind providing great customer experience across channels are easy to understand.  However, those... Read More

  • Inoculate Your Most Profitable Customers Against the Inevitable Seduction of a Competitor!

    Sounds easy doesn’t it?!  How do you start such a strategy? Do you even know who your most profitable customers are? Typically most data led organisations understand... Read More

  • Ctrl Alt Delete: Q&A with Social Media Expert Mitch Joel

    When the loyalty expert sits down with the social media guru, everything we thought we knew about digital engagement is rebooted. Bryan Pearson, CEO of global loyalty marketing firm LoyaltyOne,... Read More

  • Ready to Manage Digital Subscription Loyalty?

    Dave Ury'; ?>

    How many digital memberships do you have?  Subscriptions were once mainly the domain of newspapers, magazines, and Cable TV, but now an increasing number of digital companies are looking... 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

  • The 123s of Using Newsletters to Increase Loyalty

    Dave Ury'; ?>

    Nearly every company with an email list generates a weekly or monthly newsletter.  Perhaps your firm does.  Firms may have many objectives for their newsletter program including brand... Read More

  • Marketing Optimization: Less is More

    The days of opening mail from the post office are nearing an end.  I still get maybe eight pieces of direct mail a day; I open just two or... Read More

  • Understanding Brand Loyalty (Plus 3 Ways Social Media Can Help You to Increase Yours)

    Way back in 2006 (a lifetime ago in digital-era years), Heather B. Armstrong, a celebrity blogger known across the Internet as “Dooce,” purchased a $1300 washing machine from Maytag. Within... Read More

  • Reconsider Rebates - 95% of Your Customers Have

    Peter Albers'; ?>

    After years of hassles and headaches, many marketers axed rebates from their marketing portfolios and swore they would never go back. Running a rebate program in the past required an... Read More

  • Trending Now

    Loyalty 360'; ?>

    Omni-Channel, Cross Channel Connections Merging the Silos Multichannel lines are blurring and the future of connected channel engagements, delivering well-matched customer experiences, is NOW.  Omni-channel marketing is being embraced... Read More

  • Modernizing for Digital Integration: New Tools for Analysis & Insight

    Loyalty 360'; ?>

    To improve the brand experience and differentiate themselves in the eyes of consumers, companies must integrate digital information into the traditional customer view, and use insights to refine a brand... Read More

  • How to Be a Rockstar Marketer in 2013

    Recently, I found myself mesmerized by my five-year-old’s battery-powered Hex Bug toys that move in and out of different habitats in an impossible-to-predict fashion. It got me thinking... Read More

  • State of the Industry: Multiple ways retailers can make multi-channel work

    The UK’s high-street woes have continued into 2013 as winter brings dark days for some well-known brands. Music retailer HMV followed photographic equipment specialist Jessops into administration, with movie... Read More

  • Real Results for Win-Back Loyalty Promotions

    Leveraging customer loyalty data to deliver highly effective promotions is one of the benefits a loyalty program brings to any marketing team. Motivating a customer to come back for a... Read More

  • Time to Get More Personal with Your Audience

    Google released a field trial in August of this year for one of its newest features: displaying Gmail messages within personal search results. As with many of Google’s... Read More