Loyalty Management

  • 49ers Seek Deeper Fan Engagement through Faithful 49 Loyalty Program

    As the San Francisco 49ers prepare for their first season in a new home–Levi’s Stadium−in Santa Clara, the iconic franchise has also launched a... Read More

  • Moosejaw CEO: Create a Brand That Customers Will Passionately Love

    Outdoor sporting goods and apparel merchant Moosejaw is known for its solid messaging, interactive and energetic marketing, not taking itself too seriously, and making customers laugh. Customer engagement may be... Read More

  • Mobile is the Traveler’s Content Compass

    Was it a weekend in Vegas or a tour in Rome or a beach week in Cape Hatteras? Where did you spend your summer vacation? An overwhelming majority of people... Read More

  • Understanding Customer Needs – Change is Hard

    In my last article I discussed the credit card product.  This article focuses on understanding customer needs and how to learn more about their true needs as the foundation... Read More

  • Anatomy of a Customer Experience Program: Choosing Metrics and Taking Action

    In a recent Forrester report, survey respondents were asked three questions related to loyalty. They found a strong positive correlation between customer experience index scores, likelihood of recommending to a... Read More

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

    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

  • Red Lion Hotels: Where Everyone Knows Your Customer’s Name

    Bill Linehan, Chief Marketing Officer for Red Lion Hotels Corporation (RLHC), wants employees to know the names of every customer who walks through their doors. RLHC wants to shift the... Read More

  • BloomNation.com Founders Go All In; Loyalty Program Looms on the Horizon

    Online floral marketer BloomNation.com has made great strides in the past 18 months, and will soon be releasing an app for florists and a loyalty program looms large on the... Read More

  • Setting the Pace with Loyalty: Stride Rite Shifts as Its Customers Shift

    Listening to and understanding your customers might seem like a small task in the loyalty industry, but it often eludes brand officials. The essence of capturing mind share and, ultimately,... 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

  • 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

    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

  • Reevaluating Your Marketing Budget to Maximize Your Best Customers

    When society's affinity to favor new things extends into the marketing budget, existing customers are quickly overlooked. Absorbed in the notion of chasing after new customers, companies' marketing departments... Read More

  • Unveiling Your Secret Admirers (Part 1 of 3)

    All brands have them—those wonderful, yet mysterious “secret admirers” who engage on all social media platforms, subscribe to mailing lists and purchase new products almost instinctively.... Read More

  • Sprint’s Framily Plan - Creative Advertising Meets Brand Loyalty Positioning

    In an era of full-fledged brand inundation via more communication channels than ever before, forging loyalty with customers has never been more important. Fortunately, there are also more tools than... 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

  • CrowdTwist Points for Action Puts Spin on Loyalty Rewards

    This article is based on the recent CrowdTwist White Paper, ‘Rethink Loyalty: How Points for Action Drives Engagement & Incremental Sales.’  Click here to download the White... Read More

  • Loyalty Killers: Information

    The importance of providing great information for customers at every stage in the shopping experience cannot be underestimated. To be blunt, failing to provide the right information at the... Read More

  • The Maturation of Customer Experience – Observations from Customer Conversations

    Recently, I spent a few days with Verint customers at the annual Driving Innovation™ user conference in Orlando Florida. During my time there, I felt proud of the deep... Read More

  • The Past, Present and Future of Gamification

    A solider will fight long and hard for a bit of colored ribbon – Napoleon Kramer, listen to me. I’m never gonna have a child. If I lose... Read More

  • Verify Engage Accelerates and Turbo-charges Loyalty Programs

    For Michael (“Mic”) Tienken, Vice President Partner Development, Verify Engage, his company’s platform doesn’t focus on replacing loyalty programs. “We don’t... Read More

  • Effective Rebranding Needs to Start with Internal Employee Engagement

    When Mindshare Technologies, a leader in Voice of the Customer (VoC) technologies, acquired Empathica last fall, it wasn’t clear then there would be a rebranding involved. “It... 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 Love Matrix: Loyalty to the Brand, or (Just) to the Program’s Discount?

    In the last few decades, the word “loyalty” has gone from representing a strong feeling of support, allegiance, and even love, to being synonymous with points programs and... Read More

  • Loyalty360 Q&A: Aginity Data Scientist and CRM Strategist, Lexy Kassan

    Data Scientist has been named the “sexiest job title for the 21st century.”  The question many are left with, is why?  Why are companies flocking to... Read More

  • Loyalty Best Practices Part 4: Retention

    This is the fourth in the four-part series on Loyalty Best Practices. You can find the third here. You’ve attracted your target audience by keeping it... Read More

  • How to Implement an Employee Reward Program

    Your company may have already discovered the power of customer loyalty programs. What could be better than increasing your return on investment simply by rewarding those buyers most loyal to... Read More

  • “Where Everybody Knows Your Name”

    Will I be dating myself back to the ‘dinosaur era’ if I admit that Cheers used to be one of my favorite television shows?  At Cheers, everybody... Read More

  • Brand Loyalty – If You Build It, They Will Come

    Brands these days are leveraging all social media platforms available to them in order to engage customers and build important relationships. From a content perspective, this means being as authentic... Read More

  • The 3 Service Marketing P’s - Helping to Drive Loyalty in Consumers

    As a marketer for over 20 years, I’ve never been able to escape the 4 P’s of marketing – Product, Price, Place and Promotion – they’ve... Read More

  • Author Says Leadership Absolutely Drives Customer-centric Companies

    Bob Thompson, CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, believes wholeheartedly in the absolute linchpin to... Read More

  • Engaging Customers with Math and Art

    Marketing is undergoing an evolution based on the availability of customer data that allows for the game-changing use of math for statistical models. Models have become highly valuable intellectual property,... Read More

  • By the Numbers: the Loyalty360 Awards at a Glance [Infographic]

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  • 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

  • The Challenge of Listening: Lost in Translation! The Adjacent Possible!!

    I have had the fortune - or perhaps the misfortune - of traveling more this year than in the past 18 months and I have had the opportunity to attend more... Read More

  • Behind the Brand - with Kale Sligh, C Spire

    Please give us a little background on your focus at C Spire and how it’s evolving to answer the needs of today’s customer. I’m... Read More

  • Behind the Brand - with Angela Sanfilippo, Punchtab

    Please give us a little background on PunchTab and how the organization is evolving to answer the needs of the industry. PunchTab is an Omni-Channel Engagement and Insights platform. We... Read More

  • The Journey to Customer Advocacy: An Evolution in Loyalty

    loy·al·ty   \ˈlȯi(-ə)l-tē\  a loyal feeling : a feeling of strong support for someone or something ad·vo·ca·... Read More

  • Can Loyalty Be Managed in the Age of the Empowered Consumer?

    We’re living and marketing in the age of the empowered consumer. The tech-savvy consumers we serve today have the ability to know everything about the brands from which... Read More

  • Dear Customer, we are Ready, Willing and Able!

    A leading global education publishing company has to shift its strategy for a digital, direct-to- customer interaction future. A major telecommunications organization has to prepare its workforce for new integrated... Read More

  • Tuning In And Turning On: Leveraging Customer Engagement Data For Maximum Return

    In the past few years, the number of touchpoints through which customers engage with brands has exploded. Everyone wants to incorporate all these different nodes on the journey map into... Read More

  • Creating the Feel of First Touch Resolution

    Consumers have raised the bar for customer experience expectations based on their personal life experiences.  Today, consumer expectations are being formed by service experiences outside of the financial services... Read More

  • Creating Loyalty Beyond (and Before) the Transaction

    Too often brand marketers think that, since loyalty is what they want, they can simply build a rewards program to deliver it. Think about the proliferation of loyalty programs that... 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

  • 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

    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

  • Focus on Exemplary Customer Service Propels Best Western

    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

  • Xerox Engaging Call Center Employees in Fun, Innovative Way

    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

    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

  • Loyalty Best Practices Part 2: Sign Up Here!

    This is the second in the four-part series on Loyalty Best Practices. You can find the first here. If you’re following along in our loyalty series, you know... Read More

  • Loyalty Best Practices Part 3: It’s All About Them.

    This is the third in the four-part series on Loyalty Best Practices. You can find the second here. You know you need a loyalty program for maximum engagement of customers,... Read More

  • The Millennial Traveler: How To Attract Tomorrow’s Economic Rising Stars

    Travel rewards have historically led the charge in terms of motivating consumer loyalty. With millennials’ interest in experiencing new places and cultures, this trend will likely continue. A recent... Read More

  • “They’ll Never Forget…”

    I’m a lucky man. As part of my job, I’m able to meet with leadership at some of the largest and best brands in the world.... Read More

  • Mercedes-Benz CEO: Customer Experience is the Brand

    Don’t say the following words to Stephen Cannon, President and CEO, Mercedes-Benz USA: customer satisfaction. That is setting the bar too low, Cannon told attendees during his session, ... 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

  • Why Social Media is the Key to Unlocking Brand Loyalty

    Social media is the best opportunity today for businesses to build brand loyalty and influence perception among their target audiences. Americans on average spend more than 3 hours a day on... Read More

  • Loyalty360 Interview, Eric McKirdy, Global Customer Care Manager, Ask.com

    Eric McKirdy participated in an Executive Insights Q&A session with Loyalty 360 focusing on ways companies can remove silos, abandon traditional call center scripts, and add back the human... Read More

  • Greekgear.Com Generates Insights into Social Sharing Psychology of its Customers to Devise Winning Social Commerce Strategy

    GreekGear.com is the largest supplier of high quality fraternity and sorority merchandise. Premier supplier of Greek merchandise, GreekGear.com is ranked 277 in the list of top 500 social commerce retailers. ... Read More

  • Loyalty360 Interview, Ian Di Tullio, Director-Loyalty Marketing, Air Canada

    Ian Di Tullio, Director-Loyalty Marketing, Air Canada participated in a compelling Q&A with Loyalty360 CEO, Mark Johnson, to discuss challenges in the loyalty industry, where customer data is... Read More

  • Rethinking Gamification and How it Drives Positive Results for Your Brand

    Gamification is being redefined in the marketplace. Back in 2011, I attended an Epsilon loyalty event in which Amy Jo Kim, game designer and co-founder of Shufflebrain, was the keynote speaker.... 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

    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?

    “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

  • Loyalty Best Practices Part 1: Barriers to Participation

    Before you can launch a successful loyalty program, you need to understand what hinders consumer participation and how to overcome these barriers. And in this piece, the first in my... Read More

  • Managing the Yin and Yang of Customer Relationships

    At a 2012 conference, I had an intriguing discussion with an executive for a large nonprofit organization hired to lead the organization’s CRM activities. Shortly after starting she changed... Read More

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

    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

  • The Goal of Loyalty Programs

    Loyalty programs are popping up everywhere, with the expectation that consumers will continue to share personal information and carry even more cards.  However, the goal of a merchant loyalty... Read More

  • Mercedes-Benz CEO: Customer Experience is the Brand

    Don’t say the following words to Stephen Cannon, President and CEO, Mercedes-Benz USA: customer satisfaction. That is setting the bar too low for the iconic global brand, Cannon... Read More

  • Loyalty360 Interview, Ian Di Tullio, Director-Loyalty Marketing, Air Canada

    Ian Di Tullio, Director-Loyalty Marketing, Air Canada participated in a compelling Q&A with Loyalty360 CEO Mark Johnson to discuss challenges in the loyalty industry, where customer data is... 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

  • Customer Service + Loyalty Rewards = Lifetime Customer

    There are typically two types of customer service experiences that we share with our peers: exceptional, and yes, really lousy.  It’s human nature.  On average, consumers... 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

  • Loyalty360 Q&A with Marcia Donner, Mobeam COO

    Marcia Donner, COO of Mobeam participated in an engaging Q&A session with Loyalty 360. During this session, Marcia provided insight on evidence-based analytics that deepen customer relationships to go... 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

  • How to Leverage Loyalty Program Data Where it Counts: At the Shelf

    Many retailers make the mistake of launching a loyalty program that is solely built to satisfy marketing objectives. Without first knowing and understanding where customer data mining can lead to,... 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

  • Loyalty360 Interview: T.J. Gentle, President and CEO, SmartFurniture.com

    T. J. Gentle, President and CEO of SmartFurniture.com, participated in a scintillating interview to discuss his company’s proprietary prescriptive personalization application SmartProfile, pertinent metrics, and the... Read More

  • Retail Innovation - Ebeltoft International Report

    Retail innovation is happening all around us, thanks to new technology helping retailers find better ways of doing business as well as their constant need to find a sharper competitive... Read More

  • The Changing Face of Messaging and the Importance of Price

    The pace at which the mobile sector moves has always been incredibly fast, dramatically changing over years as new technologies come to the fore. The arrival of the Smartphone has... Read More

  • It’s All About the Product

    In my previous articles, I covered major trends in credit card cobrand profitability and how banks calculate the profitability of your credit card program as well as the key drivers... Read More

  • Exceptional Employee Engagement: A Q&A with Sykes

    Perhaps we tapped into a trend when we tackled the issue of employee engagement late last year, or perhaps it’s a strategic initiative that’s time has... Read More

  • 7 Ways to Power Brand Loyalty Programs with Facebook

    Brand loyalty and rewards programs have proven to be an extremely successful way to drive sales through reliable, consistent and passionate customers. These loyal customers deliver 80% of a brand&rsquo... Read More

  • The Future of Loyalty: User-Driven Experience

    If you walked into a restaurant but had no control over what you could order, would you go back to that restaurant? What if you turned on your television but... Read More

  • Worlds Apart – Mobile Operators and Customer Loyalty

    Mobile operators are keen to explain how they are creating customer loyalty through carefully developed loyalty programs, and targeted allocation of customer retention budgets. However, despite the impressive metrics and... Read More

  • Shop N Tweet: Twitter’s New eCommerce Feature

    Twitter has introduced a brand new feature for online shoppers called #AmazonCart. In an effort to monetize the social networking platform, shoppers can now reply to a tweeted Amazon product... Read More

  • Loyalty360 Interview: Jim Dicso, President and Chief Revenue Officer, SundaySky

    AT&T has had great success with its video bill emails for more than two years, which have proven to outperform all other customer engagement emails, as well as... Read More

  • The Battle Against Customer Disloyalty

    Known as the most valuable luxury brand in the world for the past 8 years, Louis Vuitton is fast losing this title with competitors such as Gucci and Prada rising up... Read More

  • Universal Loyalty Card Can be a Game-changer for Merchants

    For Jack Kennamer, president of LOC Enterprises, LLC, the first truly universal loyalty card system that eliminates the need for consumers to carry multiple loyalty cards to receive merchant rewards... Read More

  • What Role Does Mobile Play In Financial Services?

    Before launching (or re-launching) a native mobile app, it’s imperative to truly understand your current visitor journey and how an Android, iOS, or Windows Phone app would enhance... Read More

  • Q&A Part 2: Melissa Studzinski, Vice President, Customer Relationship Management, CVS Pharmacy

    This is the second part of a fascinating Loyalty360 Q&A with Melissa Studzinski, Vice President, Customer Relationship Management, CVS Pharmacy. Part 1 was posted on June 1. How long... Read More

  • Loyalty Killers: De-list Dramas

    In her first two articles in the Loyalty Killers series, dunnhumby’s Naomi Kasolowsky covered PDD and needless barriers. Now she tackles the third in her series on the... Read More

  • Loyalty360 Interview with Jason Levesque, Argo Marketing Group

    Jason Levesque, CEO and Founder, Argo Marketing Group, participated in an engaging Q&A with Loyalty360 to discuss emerging technologies in marketing with social media and mobile opportunities. ... Read More

  • Q&A Part 1: Melissa Studzinski, Vice President, Customer Relationship Management, CVS Pharmacy

    CVS Pharmacy is the second-largest pharmacy chain after Walgreens in the United States with more than 7,600 stores, and is the second largest U.S. pharmacy based on total prescription revenue.... Read More

  • Ford, Hyundai Top U.S. Customer Loyalty List

    When Loyalty360 interviewed Andrew Ashman, Global Consumer Experience Manager for Ford Motor Company, late last year he said the company had conducted a plethora of research to determine the best... Read More

  • Brand Alignment – A Design Imperative for Successful Loyalty Initiatives

    Take a moment and think about how many plastic loyalty cards are being carried in the purses and wallets of your Members. Surely they’re participating in more than... Read More

  • Q&A Executive Insights

    George Skaff, Chief Marketing Officer at TouchCommerce, spoke with Loyalty 360 during a Q&A session about customer engagement & multi-channel opportunities with mobile devices as well as offering marketing... Read More

  • State of Loyalty

    Loyalty 360 had the opportunity of sitting down with Luke Aulin, Co-founder and Mayor of RTOWN.  RTOWN is a growing team of digital professionals aligned around a very audacious mission:... Read More

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

    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