Loyalty Management

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

    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

  • Caesars Total Rewards: Evolving the Loyalty Program

    Yes, there are laurels in the logo of Caesars Entertainment. But when it comes to  customer engagement and customer loyalty, the company doesn’t rest on those laurels. ... Read More

  • Understanding Your VIP-Cravers and Discount-Hunters to Better Drive Loyalty

    Customers want you to align with their values before they commit their loyalty. Understanding what motivates your customer will allow you to develop a collaborative relationship based on each individual... Read More

  • Grocery Powerhouse Ahold Surveys Changes in the Grocer-CPG Relationship

    The initials CPG do not stand for“Changing the Promotion Game”—but they should. “The traditional business model of food is changing,” says Rick Swinkels,... Read More

  • For Avis Budget Group, Customer Experience Drives Brand Differentiation

    When Jeannine Haas, Chief Marketing Officer, North America, at Avis Budget Group, joined the company three years ago, she was excited about the opportunity to redefine and build upon the... Read More

  • Behind the Brand with Jose Costa, President, MAACO

    Jose R. Costa is president of MAACO and has led the company’s resurgence during the past two years. Costa will be the featured speaker during a fascinating session... Read More

  • Behind the Brand with Allyson Krichman, Rymax Marketing Services, Inc.

    Allyson manages the product sales team overseeing the growth of key accounts and developing new client relationships. Allyson strategically aligns our brands and innovative product offerings within client programs by... Read More

  • Experience First

    Loyalty360 sat down with Wendi Hampshire, Senior Director of Client Solutions at Connexions Loyalty. Wendi helps Connexions’ clients solve  business challenges and create the best possible customer experiences... Read More

  • So… You Don’t Want To Reward Your Best Customers?

    We have worked with retail clients and franchisees that want to build customer loyalty and drive incremental store traffic, but are not interested in funding any rewards or discounts to... Read More

  • Change Management – It’s Time for Transformation

    “Our vision is to become customer centric,” the CEO announced.  Happily, he was presenting a set of slides describing the “beauty and importance of loving the... Read More

  • Making Moments Matter: Thinking Beyond Tactics to Win Hearts

    In the last few years, we’ve seen marketers scrambling to keep up with emerging technology and tactics. Loyalty marketers have become too focused on functionality, at times losing... Read More

  • Customer Journey Mapping

    Customer journey mapping, the process of visualizing a brand's customer experience through the eye of the customer, has become a widely adopted methodology by companies who strive toward customer-centric... Read More

  • The Right Process Drives the Next Generation of Value Propositions

    There are more loyalty and credit card programs available to consumers today than ever before.  In order to differentiate oneself in the market, a company must develop a unique... Read More

  • The Hospitable Customer Experience of Harrah’s Cherokee Casino Resort Attracts More Than Gamers

    Customer experiences are changing in the casino industry. No longer seeking to only build brand loyalty by catering to avid gamers, some of the most forward thinking organizations are beginning... Read More

  • Leveraging Multichannel Loyalty Programs to Nurture and Engage Superfans

    Superfans—they’re a hallmark of every successful brand. These highly active, socially media-savvy individuals will happily buy from a brand, tweet about an experience, review a product,... Read More

  • Rite Aid Q&A: A Major Coalition Loyalty Program Becomes a Reality in the U.S.

    Plenti is a new coalition loyalty program that will let consumers quickly collect points and redeem rewards by engaging with several major brands. As the first loyalty program of its... Read More

  • Surprising and Delighting Customer to Loyalty

    Loyalty programs are frequently clustered into “types.” These categories include points or currency based programs that give customers a real or fictitious currency in exchange for “good... Read More

  • Letterman’s Leaving the Late Show: Key Takeaways for Email Marketers

    After delivering jokes, sarcasm and laughter for 21 years, David Letterman is retiring from his prime time spot on The Late Show. Over the decades, he’s created more than... Read More

  • Customer Engagement and Customer Experience Keys for USA Track & Field’s Loyalty Program

    In late January, USA Track & Field (USATF) celebrated the first anniversary of its highly successful loyalty program called USATF Rewards. USATF Rewards allows fans around the world to... Read More

  • Technology Paves the Road to Customer Engagement Success at Church’s Chicken

    Changing and evolving with the times, especially as the country’s third-largest quick-service restaurant chain, is critical when it comes to customer engagement and staying relevant with memorable customer... Read More

  • Single-channel Companies Struggle with True Customer Engagement, Customer Journey Marketing

    As Nancy Shaver, Principal Consultant, Experian Marketing Services views it, single-channel marketers struggle to find true customer engagement and   understand real customer journeys. “Single-channel folks really are... Read More

  • Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience

    Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling... Read More

  • Are You Offering Incentives Your Customers Care About?

    According to the Incentive Federation, 74 percent of companies are using non-cash incentives, amounting to an industry worth nearly $77 billion. It’s a massive industry because, simply put, incentives work.... Read More

  • Talking Customer Loyalty with Hilton Worldwide

    Officials at Hilton Worldwide know a little something about engaging customers and earning brand loyalty. It’s not something that you turn on and off. Creating and retaining customer... Read More

  • Aspire Lifestyles: A Customer Experience Company that Achieves through Concierge

    Through innovation, Aspire Lifestyles Americas has grown its Concierge service into more than just a customer service/fulfillment service. Aspire Lifestyles provides its clients with a marketing solution that drives... Read More

  • MaritzCX Guides Brands Struggling to Find Footing in a Challenging Customer Experience Landscape

    Customer loyalty can shift with the click of a mouse, which makes implementing effective customer engagement programs increasingly difficult. Socially connected, mobile savvy, and digitally empowered customers are demanding more... Read More

  • Vintage Advantage: Marketing With a Past, Present & Future View of Your Customers

    Every marketer wishes they could look into a crystal ball for clairvoyance into consumer behavior patterns in order to maximize marketing spend.  While there is no magic in marketing,... Read More

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

    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

  • Sophisticated Direct Mail Delivers Customer Loyalty at Best Western

    Tammy Lucas, Managing Director, Marketing & Advertising, Best Western, and Debora Haskel, VP  Marketing, IWCO Direct  participated in an intriguing interview with Loyalty360 to discuss Best Western&rsquo... Read More

  • Customer Relationship Management is Driving Force Behind Opus Bank

    Founded in 2010, when the financial industry was knee-deep in the Great Recession, Opus Bank emerged like a breath of fresh air. The bank, focused on successful entrepreneurs and business leaders... Read More

  • Deliver on the Seamless Customer Experience Promise with a Phased Approach to Omnichannel Personalization

    As retailers settle into 2015 armed with predictions for leading industry trends, one movement that dominates the space is omnichannel. While not new, fierce competition from ecommerce giants, emerging technologies and... Read More

  • Can B2B Companies Really Deliver A Personalized Experience?

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

  • Integrated Loyalty: The New Paradigms of Ease, Simplicity, Speed

    This article is the second 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

  • Increasing Program Touch Points Drives Loyalty Program Success

    What do you do when there is limited engagement with your loyalty program? That’s the problem facing many businesses today. In fact, a survey recently conducted by Forrester... Read More

  • How Customer Experience and Loyalty are Like Dating and Marriage

    You know how, when you first meet someone that you really like, the other person tries very hard to impress you? They initially put their best face forward, embellishing the... Read More

  • Journey Mapping Has a New Customer – The Marketing Department

    There is no denying that consumers are in charge of the way business is conducted today. Customer expectations, buying habits and communications channels are shifting the development of marketing strategies.... Read More

  • BJ’s Wholesale Club Rewards Loyal Customers

    BJ’s Wholesale Club is well known for its high-quality assortment at everyday low prices, and that’s how officials say they’ve attracted and retained loyal... Read More

  • Today’s Concierge: The Marketing Platform Driving a Differentiated Customer Experience

    Mary Naylor, CEO of Aspire Lifestyles Americas, has been at the forefront of the Concierge industry since founding Capitol Concierge, the nation’s largest corporate Concierge service, in 1987. In... Read More

  • Customer Loyalty and Brand Advocacy is a Cut Above at TONI&GUY

    In a highly competitive business where customer loyalty is hard to come by, Debbie Webster, President of Academy and Salon Divisions for TONI&GUY Hairdressing, told Loyalty360 that the... Read More

  • GameStop Seeks Brand Loyalty with Digital Customer Experience

    GameStop has never had a problem when it comes to customer engagement, customer experience, and brand loyalty. Now, it wants to further engage its loyal customers via digital technology. Loyalty360... Read More

  • Pandora Finds Customer Engagement Leads to Brand Loyalty

    Music streaming site Pandora is the No. 1 station in 14 of the top 15 local radio markets in the U.S., according to a 2014 study by IFPI. Pandora has a steadfast following... Read More

  • Five Ways Improving Your Social Customer Service Program Can Build Loyalty

    What comes to mind when you think of your favorite brand? Is it their sophisticated product offering, or have you experienced great customer service? Often, a customer’s preferred... Read More

  • Keeping your Message Simple Helps to Drive Loyalty to Your Brand

    “Don’t let your channel be the driver of the content – synchronize your offer set and campaign around a message and not a channel or segment.”... Read More

  • Increase Customer Engagement by Increasing Employee Appreciation

    Let’s be honest, any successful organization understands this concept:  “People treat others like the leader treats them.” To be increase and sustain customer engagement, you... Read More

  • Brand Loyalty Vitally Important at Western Union

    Retaining loyal customers and adding new ones are two incredibly important strategic points for any marketer. Having a loyalty program that truly deepens existing customer relationships, while creating others, magnifies... Read More

  • Delicious and Nutritious, Two Reasons Why Sunsweet Prunes Equal Sweet Customer Experiences

    Sunsweet is a co-operative of prune growers synonymous with quality fruit and healthy products. Roughly 300 growers in Central California nurture, grow, and harvest several tons of French prune plums each... Read More

  • Pegasystems Looks Ahead to a New Era of Real-time Customer Engagement Solutions

    Pegasystems is quite adept at staying ahead of the customer engagement curve. And these days, that is no easy task. The world is changing fast, and customer expectations are changing... Read More

  • Wyndham Rewards Reimagines the Possibilities of a Hotel Loyalty Program

    Hotels have been notorious for making it increasingly difficult for travelers to earn points, redeem rewards, and to successfully participate in loyalty programs in general. Whether it’s an... Read More

  • The James Hotel Combines Beauty and Elite Customer Experience for its Loyalty Guests

    The James is redefining luxury boutique hotels in New York, Chicago and soon in West Hollywood for its loyal guests. The hotel focuses on providing beautiful designs and outstanding customer... Read More

  • Brand Loyalty Is About Channel Choice and Meeting the Customer in Preferred Channel

    For Matthew Storm, Director, Innovation & Solutions, NICE Systems, brand loyalty is about channel choice. Storm participated in an enlightening interview with Loyalty360 to discuss his company’s software... Read More

  • Building a Smart Loyalty with Data From Digital Channels’ Interaction.

    Over the past 10 years, the loyalty programs have become popular in different industries, from aviation to telco, from credit cards to commercial distribution. These programs are born as instruments of... Read More

  • Why The Best Forms of Loyalty Don’t Look Anything Like Loyalty

    There are two kinds of people in this world: those who blindly recite their contact information when retailers ask them for their email or phone number, and those who refuse... Read More

  • Gilt’s Fashion Sense is Tailor Made for A Personalized Customer Experience

    For most retailers, successfully appealing to the distinctive styles and trends of individual tastes can be a very effective mode of customer engagement. For fashion retailers in particular, it is... Read More

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

    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

  • To Cobrand Or Not To Cobrand?

    In my last article, I discussed the similarities and differences between cobrand and private label programs.  This article focuses on determining whether there is a reasonable prospect of success... Read More

  • Who’s Afraid of the Big Bad Showrooming Wolf?

    Showrooming: the apparent scourge of bricks and mortar retailers as they invest in all the stock, the rent, and the staff only to have consumers come along and poke the... Read More

  • Chevy Shifts Into a New Paradigm of Connected Customer Engagement

    Innovative brands like Chevy are beginning to look beyond the confines of its own industry to curate the personalized customer experiences that drivers want. Competition among automakers has always been... Read More

  • How Netflix Proves What You Know About Loyalty Marketing Is Wrong

    To build loyalty and increase customer retention, brands must create habit and engage their consumers. Netflix broke the mold with it’s original programming, and may have forever changed... Read More

  • Loyalty Programs Drive Higher Prices and Referrals

    It’s not difficult to see why consumers embrace loyalty programs, in fact, 71% of online consumers belong to at least one rewards program, according to Forrester Research. Rewards programs... Read More

  • It’s All About Customer Experience for Canadian Tire

    Shawn Stewart, Associate Vice-President, Loyalty, Canadian Tire participated in a riveting interview with Loyalty360 to discuss customer experience and what it means to his company. Who is the champion of... Read More

  • Customer Experience Means Shopper Experience at The Hershey Company

    Frank Jimenez, Senior Director, Insights Driven Performance and Retail Evolution, The Hershey Company, participated in an intriguing Q&A with Loyalty360 to discuss how Hershey views the customer/shopper... Read More

  • Hyatt Looks Beyond the Hotel Industry to Build Brand Loyalty

    In our rapidly changing consumer landscape, brands can no longer afford to maintain an insular industry perspective. Savvy marketers are now extending their gaze far beyond the boundaries of their... Read More

  • Customer Loyalty is All About Preferences at La Quinta Inns & Suites

    For Rob Taylor, Director of Loyalty Marketing for La Quinta Returns, the loyalty program at La Quinta Inns & Suites, customer loyalty is a result of focusing on the right... Read More

  • Digitizing the Catalog Experience: A Driver of Customer Engagement

    Do you remember making your holiday toy wish list as a child? How about waiting by the mailbox for your favorite holiday catalog to arrive?  In the late 1980&rsquo... Read More

  • Contact Management Technology May be the Key to Your Small Business’s Growth in 2015

    With the new year upon us, it is imperative to begin thinking about HOW, not IF, your business will grow in 2015.  After all, that is the resolution of virtually... Read More

  • Programs Worth Launching

    Some of the most common client concerns and questions we help to solve relate to loyalty programs – whether to have a loyalty program, whether to change it or whether... Read More

  • How Rymax’s 20 Year Mission Can Take Your Company to the Next Level

    For the last 20 years Rymax Marketing Services has succeeded in becoming the most trusted loyalty marketing provider in the industry. Part of this success can be attributed to the fact... 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

  • SCENE Q&A: Strategic Alliance Expands Customer Engagement

    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

  • Deepening Relationships with Your Next ‘Best’ Customers

    “When rethinking measurement, it’s important to expand your view – and the focus of your measurement and analysis – beyond good customers.  After all, customers with... Read More

  • How to Turn Loyal Customers Into a Brand’s Best Friend

    Building relationships is a major goal of any entity: it exhibits reliability, whether it is a person, a brand or company or an object. In recent years, brands have really... Read More

  • How Small Businesses Can Analyze Big Data

    “Big Data” has typically been a big business game. To some, this just makes sense. Larger companies have more customers, more data, and more resources for analyzing their... Read More

  • The New Face of Prepaid GPR: Young, Educated, and Middle Class

    Travel back in time to the early stages of the economic recession and try finding a middle class, banked, mainstream American who relies on prepaid products for day to day... Read More

  • Way of the Future: An Integrated Approach to Customer Loyalty Strategies

    Developing customer loyalty strategies in the modern consumer landscape represents a number of complex challenges for marketers—the marketplace is increasingly competitive, change happens at a blinding pace, and... Read More

  • Sit Down… and Listen

    “Everybody is a teacher if you listen.” Every once in a while you come across an unexpected bit of wisdom. The above pearl is from actress Doris Roberts,... Read More

  • Customer Experience: Executive Insights from Verint

    We all do a great deal of talking about Customer Experience, its importance in building long term customers, and keeping satisfaction and growth high.  While we all agree that... Read More

  • New Digital Personalization Technologies Drive Brand Loyalty

    Every brand intensely focuses on ways to build better relationships and deeper loyalty with their consumers. Truly unique, one-to-one personal messages, especially those delivered with break-through innovation and creativity, can... Read More

  • Eliminating the “Graffiti” in Your Customer Experience Program

    There’s no disputing the fact that executive sponsorship is key to driving the success of customer experience programs. While an effective customer experience program is “owned”... Read More

  • Omnichannel Consumer Experience: Integrating the Best of Digital and In-Store

    It is for good reason that “omni-channel” continues to be omni-present in retail discussions and forums today. Especially for considered purchases, the path to buying often treads across... 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

  • Customer Insight for Customer Loyalty

    Loyalty360 had the opportunity to sit down with Luc Garneau, Vice President of Strategic Consulting Services at DataCandy.  Luc is preparing for an upcoming webinar on February 19th, entitled: 5... Read More

  • Thorntons Builds Excitement and Customer Engagement with Swipe & Score Sweepstakes

    Thorntons Refreshing Rewards customer loyalty program launched in March 2014 in Lexington and Nashville, and has been highly successful from a customer engagement perspective. On Dec. 30, Thorntons launched Swipe & Score... Read More

  • Customers Show Brand Loyalty at IHOP

    Customers at the International House of Pancakes (IHOP) show their brand loyalty every day, according to Kirk Thompson, Vice President of Marketing for IHOP. For them, IHOP is always top-of-mind... Read More

  • Retailers That Give Back Reap Big Rewards

    It’s always a good thing when companies give back. When it comes to creating lasting relationships with customers and building brand loyalty, retailers especially can earn big when... Read More

  • So, You’re Delivering a Mobile-First Customer Experience? Think Again.

    How many times have you heard a friend or colleague say, “Just text me”? In our increasingly mobile-first world, this has become a common consumer mantra and habit,... Read More

  • New Philanthropic Partnership for Choice Hotels Heightens Customer Engagement

    Jamie L. Russo, Vice President, Loyalty Programs for Choice Hotels International knows the value of customer engagement. And members of the Choice Privileges loyalty program voiced their opinions about wanting... Read More

  • A More Rewarding 2015 Looking Back to Look Forward

    In 2013, US consumers spent a huge £78.7 billion purchasing festive gifts online and 2014’s forecast was similarly high at £89 billion – a year on year boost of 13%. In... Read More

  • Customer Experience Starts From Within at First Niagara Bank

    Providing an exemplary customer experience can and will differentiate any brand. In the banking world, First Niagara Bank has differentiated itself through a series of focused initiatives targeting customer engagement. ... Read More

  • Synchronization of Your Content Messaging Leads to Marketing Success

    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

  • Creating a Positive User Experience is a Key Driver in Customer Loyalty

    User experience – it’s a key driver in loyalty programs. When one thinks of experience, there are many variables that come into play. And, the desired experience... Read More

  • Choice and Control Drive Customer Experience at Hilton Worldwide

    When you talk to Joshua Sloser, vice president of Digital Innovation at Hilton Worldwide, Customer Experience is always a key topic and overarching goal. Sloser shared with Loyalty360 his insights... Read More

  • Cobrand or Private Label – Which is Right for You?

    In my last article, I discussed promotions and their role in credit card programs.  This article focuses on whether a cobrand credit card program, private label credit card program,... Read More

  • Q&A With Experian Data Quality: Using Data to Build Customer Experience and Engagement

    Loyalty360 recently sat down with Experian’s Erin Haselkorn, Analyst and Public Relations Manager of Experian Data Quality. Erin will host a webinar on January 22, 2015, discussing “Loyalty Matters:... Read More

  • Survey Findings: The Goals and Results of Loyalty Data Collection

    The use of loyalty programs continues to explode, as documented in a recent study conducted by Experian Data Quality. As reported in Experian Data Quality’s white paper Driving... Read More

  • Hurricane Grill & Wings Credits Loyalty Program for Increase in Guest Visits and Ticket Spend

    With an endless array of casual dining concepts, the key differentiator for hungry consumers comes down to a memorable experience at a good value.  In an attempt to fill... Read More

  • InnSuites Hotels and Suites: Immediate Customer Feedback Fuels Engagement

    For Pamela Barnhill, President and COO of InnSuites Hospitality Trust (IHT) and InnDependent Boutique Collection (IBC) Hotels, customer engagement is the key to everything in the hotel industry. “The... Read More

  • Marriott Rewards: Putting the Human Face on Social Media and Customer Engagement

    Michelle Lapierre, Senior Director Customer Experience and Social Media, Marriott Rewards, participated in an interview with Loyalty360 and offered a keen perspective on how the loyalty program leverages social media... Read More

  • A New Year’s Resolution: Implementing True Customer-Centricity

    As we begin the New Year, it is likely that many of us have personal and professional goals or resolutions for 2015. These goals could be for individual improvement, but this... Read More

  • Showmars Personalizes Customers Rewards And Increases Average Check Size 37%

    With the slogan “Everbody Loves Showmars,” customer loyalty is clearly at the core of this North Carolina fast casual restaurant chain. Based in Charlotte and started in 1982... Read More

  • Business Must Respond to Demand for Responsive Design

    Whether it’s checking on a store’s inventory while out running errands or needing to change travel arrangements on the road, today’s customers are increasingly... Read More