Loyalty Management

  • 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

  • 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

  • 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

  • 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

  • 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

  • Don’t Let the Landslide Bring You Down: Next Steps for Retailers

    Certain common marketing practices that were once effective in the retail landscape now need to be reconsidered as a result of tremendous digital advancements and access to new technologies. The... Read More

  • Papa John’s CEO: Mobile Strategy Is a Key to Great Customer Experience

    Recently, the Papa John’s pizza chain announced that digital and mobile channels account for more than 50 percent of its total U.S. sales (delivery and carryout), making it... Read More

  • Recyclebank: Rewards, Education and Metrics to Achieve Real-World Impact

    Recyclebank CEO Javier Flaim is excited about where the organization is headed, and hopes that more customer engagement becomes a reality in 2015. Recyclebank uses a mix of education, rewards, customer... Read More

  • Data: The Driver Behind Customer Loyalty, Insight and Revenue

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

  • The Ultimate Promise of Big Data for Channel & Consumer Marketing

    Think about some of your top challenges right now in marketing to your channel, retailers and consumers. A few weeks ago, we polled a group of industry folks about challenges... Read More

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

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

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

    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

  • Barclaycard: Data-Driven Customer Insights Reap Rewards

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

  • Pearle Vision’s Customer Engagement Vision: Behaving Like a Loyal and Trusted Neighbor

    Pearle Vision, the iconic and leading eye care brand, recently launched a new campaign that features Pearle Vision eye care professionals making an “at home visit” at an... Read More

  • Safelite AutoGlass Exemplifies Customer Engagement and Customer-centricity

    Safelite AutoGlass exceeds most marketers when it comes to brand messaging, providing a customer-centric culture, leveraging key customer insights, and delivering memorable customer experiences. Direct evidence of Safelite’s... Read More

  • Customers No. 1 Priority at Aramark

    Aramark Corp., the food services and facilities management firm, walked away from the Loyalty360 Engagement & Experience Expo last month in Dallas with the Platinum award in the Customer-centric category... Read More

  • Customer Experience Landscape: A Long, Strange Trip?

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

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

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

  • Moving People Along the Customer Journey - A Two Part Series Part One: From Unknown to Known

    “A journey is like marriage. The certain way to be wrong is to think you control it.” ― John Steinbeck From Line to Loop There’s... Read More

  • Banking on Loyalty: An African Snapshot

    Africa is home to over 1 billion people, approximately one seventh of the world’s population spread across 54 very different countries. The variations in politics, geography, economics and religion from... Read More

  • Relevance that Unlocks the Returns of Traveller Rewards

    People are travelling more frequently and further than ever before. In crowded and competitive markets, companies wanting to share in this growth must optimise services for new, savvy customers who... 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

  • Your Voice: What are the Top Ways you Utilize Personalization to Drive Revenue?

    According to Loyalty360’s most recent Loyalty Landscape Report, 24% of marketers say that consumers expect more personalization now than 2 years ago. And when executed correctly, personalization both improves the... Read More

  • BehindtheBrand with Lonnie Mayne, InMoment

    Lonnie has spent his entire career helping companies focus on the human side of doing business. Whether it’s building a healthy culture for internal teams, or centering decisions... Read More

  • The Continued Renaissance of Loyalty: The Challenge of Simplicity in the Age of Complexity

    The interest in customer loyalty has never been greater. We launched our Brand Forum this past summer with an increased focus on brands to understand the challenges they are facing... Read More

  • Q&A Ask the Experts

    Q:What are some best practices for aligning on all fronts to ensure a consistent experience that customers love?    A: Teamwork is the beating heart of every successful... Read More

  • Raley’s Keeps It Simple, Intuitive, and Compelling for Its Customers

    In the aftermath of the recession of the late 2000s, retailers across the country were faced with the challenge of examining how they could engage with customers in smarter ways... Read More

  • Single-minded Focus on the Customer Integral to U.K.’s Telefonica O2 Priority Moments Loyalty Program

    When Telefonica O2 UK (O2) launched its Priority Moments customer loyalty program two years ago, Mark Stevenson, the company’s Marketing Director of Priority and Sponsorship, was fully cognizant... Read More

  • “MAACO-VER” Complete as Customer Becomes Focal Point

    MAACO desperately needed a makeover when Jose R. Costa became president of the company about 19 months ago. The Charlotte, N.C.-based retailer was “very much a strong player,... Read More

  • Loyalty360 CX Awards: “How Sweet it is…”

        This fall at Engagement & Experience Expo, Loyalty360 is showing appreciation for the companies that appreciate you, at the inaugural Loyalty360 CX (Customer Experience) Awards. The ceremony will... Read More

  • The Advantages of a Customer Lifecycle Strategy

    With so much discussion centered on customer-centricity, customer engagement, and enhancing customer experiences, a hot industry topic related to those noble aspirations is the concept of a Customer LifeCycle program. ... Read More

  • Behind the Brand with Kristi Gole, Global Hotel Alliance

    Kristi is a passionate marketing executive who extends the concept of loyalty across the entire customer experience. She serves as the Director of Loyalty Marketing for Global Hotel Alliance, the... Read More

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

    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

    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

  • Big Data Enables CPG Companies to Gain an In-Depth, Personal Connection with the End User

    Consumer Packaged Goods (CPG) companies have accepted for many decades that the reality of the industry is that the customers are interacting with intermediaries like digital merchants and retail outlets,... Read More

  • Contextualizing Customer Insight: Journey Maps and Personas as Interfaces

    Personas and journey maps can be essential tools to help support the design and development of a new digital project. As we create them though, it’s important to... Read More

  • Creating Communities to Connect with Customers

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

  • The Love Matrix: Loyalty to the Brand, or Just the Discount?

    Loyalty is a finicky thing. In the last few decades, the word “loyalty” has gone from representing a strong feeling of support, allegiance, and even love, to being... Read More

  • The CX/Loyalty Connection

    As the battle for customers escalates, companies have turned to traditional marketing tactics such as special offers and promotions to lure customers away from the competition. However, acquiring customers is... Read More

  • Use Customer Experience Management to Host the Best Party in Town

    The dynamics between buyers and sellers have certainly changed over the years. Phrases like “efficient” and “cost-effective” have been replaced with “delighting” and &ldquo... Read More

  • How Behavioral Economics Leads to Intimate Brand Engagement

    Consumers are no longer just sitting back receiving brand messages; they are leaning forward and actively engaging with them. Brands have moved from noise operators to enticement factories. According to... Read More

  • Four Hurdles to Great Customer Experiences

    The recent public relations debacle that KFC experienced provides a painful example of just how important customer service can be. An employee asked a three-year-old girl and her grandmother to... Read More

  • Loyalty Powers Consumer Advocacy

    ‘Loyalty’ is metamorphosing into the platform to drive customer engagement.  A well designed loyalty platform connects in real-time across all customer touchpoints and leverages rules-based decisions to... Read More

  • Transamerica Focuses on Customer Experience to Drive Customer Loyalty

    Transamerica has had a busy year regarding its customer loyalty initiatives. Rich King, Director, Customer Experience, Transamerica – Investments & Retirement Division, participated in a compelling interview with Loyalty360 to... Read More

  • Safeway Stays Close to Customers, Reaps Brand Loyalty

    Safeway has an intensely close relationship with its customers that has resulted in memorable customer experiences, superb customer engagement, a highly successful loyalty program, and top-notch brand loyalty. The program... Read More

  • Cirque du Soleil Embodies Customer Engagement

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

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

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

  • Data Drives Loyalty (If You Know How to Use It)

    Once upon a time, customer data was a commodity. Today, it’s a highly-valuable currency driving business forward. As an influx of data pours in from e-commerce, POS and... Read More

  • Bringing Amazing Customer Experiences to Life at Finish Line

    Finish Line’s Winners Circle loyalty program has been highly successful, so much so that company officials wanted to enhance the customer experience with the launch of a new... Read More

  • BeautyKind.us Offers Very Unique and Personal Customer Experience

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

  • Schnuck Markets Nourishes and Engages its Loyal Customers

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

  • Loyalty Killers: Off Pricing or Just Questionable Value?

    Is it true that price is rarely on the mind of a satisfied customer? Evidence suggests that whilst price is often on the mind of many customers, it tends to... Read More

  • Unveiling the Personality of ‘the Other 80%’ of Your Customers

    As our colleague Laura Gardiner mentioned in her article last month, How Benchmarking Brings Valuable Insight to Your Loyalty Program, we’ve determined that the majority of the brands... 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

  • 3 Tips for Customer Focused Content Versus Self-Serving Content

    There is a lot of buzz about content. However, there is a critical difference between relevant content focused on your customer’s needs versus content that is sales oriented... Read More

  • Why Health Plan Member Experience Executives Need to Drink the Coffee

    Why should health insurance executives be taking a closer look at how Starbucks engages its customers? The MyStarbucksRewards program enables loyal coffee drinkers to earn free drinks or food, receive... Read More

  • A Memory that Lasts a Lifetime - How a Great Experience Can Turn Holiday Shoppers into Loyal Customers

    Customer Experience. It’s a popular term used by loyalty marketers.  Loyalty programs have long lead the industry in capturing customer data, and the best programs have operationalized... Read More

  • Customer Experience Shared by All at Global Hotel Alliance

    Global Hotel Alliance, which took home two silver awards at the inaugural Loyalty360 CX Awards at the 4th Annual Loyalty360 Engagement & Experience Expo, holds a steady eye toward the... Read More

  • Does Customer Feedback Matter?

    We’ve all had customer experiences where we’ve walked out of a store or hung up the phone frothing at the mouth. Maybe our expectations weren&rsquo... Read More

  • Attitudinal Loyalty and the Customer Experience

    Due to the increased knowledge and success of loyalty programs and elite membership status, more and more organizations have started to reevaluate their loyalty programs and are incorporating key components... Read More

  • Wearable Tech Gets in on the Customer Loyalty Game

    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

  • Tap Into Data to Build Brand Loyalty

    It’s no surprise that today, more than ever, customers are engaging online.  And the more consumers engage online, the more data brands have at their disposal to... Read More

  • Banking on Loyalty: A European Snapshot

    Put in the most simplistic terms, loyalty programs are so valuable because customer satisfaction drives better financial results for payment services providers. The success of these programs lies in the... Read More

  • How to Engender Greater Loyalty Through Using Your Promotional Marketing Channels?

    The proliferation of customer channels, driven by technological developments, have given brands more ways to reach a customer or prospect than ever before. Promotional marketing has been completely transformed by... Read More

  • Is There a Loyalty Model?

    Industry experts, rife with hopeful optimism in the early days of CRM and customer loyalty programs, thought CRM was the ultimate tactic to clinch and sustain a personal rela tionship... Read More

  • Technology a Cornerstone of Customer Friendly Sporting Kansas City

    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

  • Small Steps Lead to Big Customer Engagement Results

    We’re all familiar with the scene: a solitary fisherman astride a rushing river, his fly dancing across the water as he flicks his rod back and forth. It... 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

  • How Benchmarking Brings Valuable Insight to Your Loyalty Program

    We benchmark ourselves against one another every day.  Like it or not we have barometers all around us letting us know how we stack up.  We incorporate comparison... Read More

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

    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

  • When it Comes to Omni-Channel Consistency, the (Voice of the) Customer is Always Right

    The speed of change brought about by technological advances has brought with it certain expectations. One of those expectations is that customers and prospects will have a consistent experience of... Read More

  • Buying Your Customers’ Behavior – New Credit Card Acquisition Promotions

    In my last article, I discussed understanding your customers’ credit card preferences from an incumbent credit card perspective.  This article focuses on using promotions as a way to... Read More

  • Give Your Travel Rewards Customers Something to Tweet About (And Several Other Ideas to Boost Engagement)

    “See the world,” wrote Ray Bradbury in Fahrenheit 451, “It's more fantastic than any dream made or paid for in factories.” Fellow writer, Kate Douglas Wiggin... Read More

  • How Timeshare Exchange Company Interval International Retains Its 2 Million Customers By Using Rewards

    Interval International has been a pioneer and innovator in the vacation timeshare market for nearly 40 years. With an exchange network of nearly 2,900 resorts, including brands such as Hyatt, Marriott and... Read More

  • Buffalo Sabres’ New Loyalty Program One More Piece to Make Fans Feel It’s Their Team

    The Buffalo Sabres launched a customer loyalty program called Sabres Fan Advantage, the third phase in a complete direct marketing overhaul, according to Scott Miner, the team’s Director... Read More

  • Mapco’s My Reward$ Loyalty Program Going Strong

    Howard Curtis, Director of Marketing & CRM for Mapco Express, participated in a compelling interview with Loyalty360 to discuss his company’s customer loyalty and customer engagement efforts, along... Read More

  • IHG Rewards Club Gets Personal and Focuses on Innovation

    As “the world’s first and largest hotel loyalty program”, IHG® Rewards Club from InterContinental Hotels Group has a history of being innovative and driving value... Read More

  • LG Electronics Building Customer Relationships from the Ground Up

    Having only entered the market in 2005, LG Electronics has a lot to prove in the considered purchase category, which includes products like appliances and televisions. Transforming customer engagement into customer... Read More

  • Kobie’s Thompson Moran Discusses Retail Trends, Customer Insights, State of the Marketplace

    Erica Thompson Moran recently joined Kobie Marketing as a Retail Advisory Consultant, bringing 20 years of experience in the retail marketing industry. Erica participated in a fascinating Q&A with... Read More

  • Go Tell it on the Mountain: Creating Brand Evangelists through CRM

    White Paper: Inflection Points: Seizing the Moment in Customer Loyalty What is a marketing trend you see today? Loyalty is not just about spend and transactions any longer. One... Read More

  • Don’t Make These 3 Mistakes When Launching a Retail Loyalty Program

    Sadly, we are now many years into retail loyalty marketing programs and as a consumer, I still don’t see much that’s new, engaging or innovative. However,... Read More

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

    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

  • Bond Brand Loyalty Talks Customer Experience Vision, Impactful Frontline Behaviors

    Kelly Taggart, Director, Customer Experience, Bond Brand Loyalty participated in a fascinating Q&A with Loyalty360 to discuss a variety of trending topics in the loyalty industry. What... Read More

  • Publix Super Markets Treats Customers Like Royalty

    On its company website, Publix offers the following message aimed at always delivering exemplary customer service: “Publix aims to be a great employer. We hire associates who have a... Read More

  • Marriott Rewards VP: Company Wants to Engage With Customers Outside of Traveling As Well

    Many established brands today are looking for ways to effectively understand, engage, and communicate with the younger generation−the generation that’s tech savvy, doesn’t know... Read More

  • Choice Hotels Making Top Loyalty Program More Relevant to Customers

    The Choice Privileges customer loyalty program for Choice Hotels International surpassed the 20 million member global milestone in late May, and celebrated three consecutive years of placing in the Top 2 rankings... Read More