Loyalty Management

  • Tony Roma’s Builds Customer and Community Relationships to Drive Brand Loyalty

    Tony Roma’s does not operate a formal loyalty program, but that does not mean it considers customer loyalty to be any less vital. Considerations of customer loyalty are... 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

  • Home Shopping Network Connects Customer Journeys to Build Brand Loyalty

    Great marketing has always been about great storytelling, but today customer engagement also encompasses so much more. Brands now need to deliver the right message at the right time and... Read More

  • The Finish Line Goal: Provide a Friction-free Omnichannel Customer Experience

    If there is one thing that officials at The Finish Line realize, it’s that there is no finish line when it comes to customer engagement, customer experience, and... Read More

  • InMoment Illuminates the Path to an Authentic Customer Experience

    People are increasingly demanding authentic customer experiences, and this is changing the way many brands are developing and maintaining customer relationships. To succeed, brands must now build more honesty, transparency,... Read More

  • Personalized Content Drives Customer Engagement at Red Lion Hotels

    Red Lion Hotels Corporation prides itself on providing a unique and personalized customer experience. Everything about its Hello Rewards loyalty program revolves around meeting and exceeding customer expectations and desires. ... Read More

  • eatbigfish Shows How Business Limitations Can Lead to Customer Engagement Opportunities

    Setbacks, limitations, and constraints are all part of life. There will always be challenges to best and obstacles to overcome. This has always been the case for those trying to... Read More

  • Wyndham Hotel Group Offers Simple, Compelling Customer Loyalty Advice: Listen to Your Customers

    The Wyndham Hotel Group stays on top of rapidly changing technologies to always provide the ultimate customer experience. But Noah Brodsky, Senior Vice President, Worldwide Loyalty and Engagement, Wyndham Worldwide... Read More

  • 10 Things Affluent Customers Really Want in Loyalty Programs

    Aspire Lifestyles  and the Luxury Marketing Council held a June webinar titled, “What Affluent Consumers Really Value in Customer Loyalty Programs.” During this webinar, Lori Byrne, SVP,... Read More

  • Safelite Auto Glass Finds Brand Loyalty through Customer Driven Philosophy

    For Kerry Hurff, Safelite AutoGlass AVP, Customer and Brand Technology, the company’s Customer Driven philosophy continues to create brand loyalty. Hurff talked to Loyalty360 about this and other... Read More

  • Balancing Multi-Generational Retail Strategies – Winning Over Millennials Without Losing Boomers

    It is no secret that baby boomers are a shopping force and have provided many retailers with a major  source of income for the past decade.   At 65... Read More

  • The Domino Effect of Engagement

    Making a perfect alignment of dominos takes time, dedication and strategy; much like an office environment. Managers and their employees work closely together, forming sequences that lead to success. They... Read More

  • Mobile is Heating Up This Summer – What Loyalty Marketers Need to Know

    Summer is a time for vacation, a time for fun and a time to  be ‘on the go’.  As a result, many consumers take breaks from... Read More

  • 3 Innovative Strategies to Build Customer Loyalty

    Any business owner will tell you: Building customer loyalty doesn’t happen overnight. It takes time and a commitment to putting your customers first at each and every touch... Read More

  • B2B: Five Reasons Why You Need A Relationship Survey

    Introduction From time to time I hear whispers of business to business organizations questioning their need for a relationship survey.  The thinking sometimes goes: We have several transactional surveys,... Read More

  • Reciprocity in Loyalty Programs

    Employee engagement is increasingly top of mind for most executives.  The fact that the happiness and motivations of people throughout the business has a direct relationship on their everyday... Read More

  • Don’t Let Your Loyalty Program Be A Gift That No One Wants

    Everyone has that one friend or relative who just can’t get it right when it comes to gift giving. They bestow “gifts” that are impractical, useless... Read More

  • The Future of Loyalty is Referral

    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

  • Integrated Loyalty: Holistically Measuring Customer Health

    This article is the third 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

  • Prudential Individual Life Insurance Ensures Customer Loyalty through Relevancy

    For decades, Prudential Individual Life Insurance has been there for people seeking to protect what they value most. Dedicated to helping families find security in a dynamic and changing world,... Read More

  • Surveys are Alive and Well

    A few years ago, surveys were the only source of customer feedback used to support a company’s Voice of the Customer (VoC) efforts.  Fast forward and we... Read More

  • Aspire Lifestyles Keys Memorable Customer Experience with Tiered Concierge Structure

    For Aspire Lifestyles, differentiating the customer experience through the use of Concierge is its daily mission. A key component of the Aspire Lifestyles service model is providing its clients... Read More

  • Simple Customer Experience Leads to Rave Reviews for Viggle

    Viggle, the mobile entertainment marketing and rewards platform, is cashing in on its simplistic approach to customer experience that has captured the hearts and minds of millions of users. Via... Read More

  • InMoment’s Two New Customer Experience Tools Take Brands Beyond the Metrics

    InMoment, a customer experience optimization platform, is always trying to innovate around the customer. In keeping with that theme, the company recently launched two new and exciting tools: Global Text... Read More

  • Customer Experience at Johnny Cupcakes? It’s Like Your Birthday

    Founded by Earle in 2001, Johnny Cupcakes is a successful clothing brand that uses cupcakes as the prominent design motif of its merchandise, often replacing iconic symbols with cupcakes. The... Read More

  • Finding Customer Success at the Intersection of Mobile and Loyalty

    Ask any CEO about his or her most important asset, and he or she will tell you one thing: the customer.  In order for a business to thrive, or... Read More

  • Clutch CEO on the State of Loyalty Marketing

    Loyalty360 always wants to provide marketers commentary on current trends related to loyalty marketing. Ned Moore, co-founder & CEO, Clutch offered his unique and expert views on various topics related... Read More

  • How Machine Learning Can Aid Real-Time Contact Centers

    To provide world-class service is always a challenge, primarily in the customer-facing industry where standards change frequently and the bar of excellence continues to rise at a rapid pace. I... Read More

  • Airlines Trying to Create a Better Customer Experience

    For Richard Garlick, global travel and hospitality lead for J.D. Power, there still remains “a lot of hassle” with the airline customer experience, “but in a... Read More

  • Using Customer Service to Drive Emotional Connections Between Consumers and Your Brand

    The value consumers place on customer service continues to increase as they look for differentiated experiences in the world of increasingly commoditized products and services.  Throughout my career in... Read More

  • Leveraging Loyalty to Improve Patient Care

    Loyalty programs have flourished in many consumer-facing industries (e.g., Retail, Financial Services, Travel & Hospitality, etc.) for many years and the many benefits are quite obvious, including: increased long-term... Read More

  • Digital Call Center Strategies to Consider for Improving Customer Loyalty

    The digital revolution is bringing a new set of challenges and opportunities for call centers. Like any other customer service occupation, call centers will need to keep up with current... Read More

  • The Magic Bullet: Voice of the Customer and Employee Engagement

    If you are like every other business in the world, you are looking for that magic bullet that drives profits, increases market share, and cuts your operational costs. Extensive research... Read More

  • Many Customer Experience Initiatives Are a Waste of Money

    So many technology purchases are being made in the name of “customer experience” (CX) that the projected growth in CX market size is astronomical. CX is clearly a... Read More

  • Loyalty for Marketers with Indirect or Hybrid Distribution Models

    Modern loyalty programs began in the travel industry, not to reward best customers, but to identify them. In the antediluvian 1980s, airlines did not know their customers by name; travel... Read More

  • How to Make Authenticity Your Company’s Unfair Advantage

    Great Clips might not conjure a world-class feel, but after 30 years in business, it’s grown into a salon powerhouse, representing nearly 50 percent of all franchised hair salons in... Read More

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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