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Loyalty News

Loyalty360 reports on news and trends related to loyalty marketing, customer loyalty, customer engagement, customer experience, CRM, voice of the customer and more. Our ongoing coverage is of interest to marketers and operations professionals in any industry.

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8 Ways to Promote a Loyalty Program

Creating a loyalty program is an important step toward securing a better understanding of your customers and demonstrating value for their ongoing interaction with your brand. Yet…Read More

[Expo Video] How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

Paul Conder, Principal and Customer Experience lead at Lenati LLC - will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights,…Read More

[Expo Video] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

Since travel business loyalty programs launched in 1980 and hotel programs soon after in 1982, the engagement and loyalty game has changed. Red Lion Hotels Corporation (RLHC) has decided to put…Read More

Why The “Art” of Marketing Still Matters

There has been a lot of attention given in this blog and elsewhere to this idea of marketing becoming more "scientific." And for good reason - because it's actually…Read More

Framing the House of Customer Engagement Optimization

Have you ever remodeled a home where you wanted to remove a wall, only to be told by the contractor that it was a “load-bearing” wall? That bit…Read More

NCR Seeks Better Customer Engagement with Paytronix Solution

NCR Corp. wants to better engage with its customers. Enter Paytronix, armed with a solution that can enhance customer engagement and customer loyalty. Paytronix Systems, Inc., recently announced an agreement…Read More

Three Tips to Keep Customers Satisfied During the Holiday Shopping Rush

With the holidays in full swing, retail stores are experiencing their biggest rush of the year with holiday shoppers looking for the perfect gifts for their family and friends. And…Read More

7 Ways to Monetize Mobile Instant Messaging

Recent valuations of major mobile instant messaging (IM) players on the market suggest that the larger the user-base the more valuable each user becomes. This premise may be based on…Read More

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NCR Seeks Better Customer Engagement with Paytronix Solution

NCR Corp. wants to better engage with its customers. Enter Paytronix, armed with a solution that can enhance customer engagement and customer loyalty. Paytronix Systems, Inc., recently announced an agreement…Read More

Innovation Keys Dave & Buster’s Pursuit of Customer Experience Excellence

When it comes to superior customer engagement and customer experience, Dave & Buster’s has some lofty goals. During its third-quarter conference call earlier this week, the first one…Read More

Online Shoppers Show Brand Loyalty to Beauty, Personal Care Companies

Beauty is now an integral part of the business of beauty, according to A.T. Kearney’s new study, “Beauty and the E-Commerce Beast: 2014 Edition.” Online customer…Read More

Study: Quantitative Data Shows Employee Engagement Directly Linked to Customer Satisfaction

Just because your company operates in the cloud doesn’t mean your data analytics must be nebulous. Answers Corporation, a cloud-based solution provider for voice of the customer (VOC)…Read More

United’s Voice of the Customer Program Vital to Great Customer Experience

United Airlines listened to its customers earlier this year before it changed its frequent-flier loyalty program and award miles based on ticket price rather than distance flown. The major shift…Read More

Social Media Triggers Customer Engagement for LG Electronics

Transforming customer engagement into customer loyalty is the overarching goal at LG Electronics, says David Vanderwaal, Head of Marketing USA for LG Electronics. One of the biggest ways LG Electronics…Read More

Guest Comments Feed Customer Experience Passion at Red Roof Inn

Red Roof Inn prides itself on not only listening effectively to its customers, but also by responding to those requests to deliver a great customer experience. Focusing on guest comments…Read More

Publix Pharmacy Honored for Customer Experience

Publix certainly walks the customer experience walk. On its company website, Publix offers the following message aimed at always delivering exemplary customer service: “Publix aims to be a great…Read More

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8 Ways to Promote a Loyalty Program

Creating a loyalty program is an important step toward securing a better understanding of your customers and demonstrating value for their ongoing interaction with your brand. Yet…Read More

Don’t Rip and Replace— Wrap and Renew!

The abundance of legacy applications in the contact center can trap a business into rigid, inefficient processes and introduce undue complexity. Over the years, mergers and acquisitions and…Read More

Creating a Customer-Centric Business Culture

Achieving a customer-centric business culture requires a keen sensitivity to employee commitment, listening to customer feedback, and quantifying and measuring progress accordingly. To identify the variables…Read More

Simplify Customer Service with 360-Degree View of the Customer

In many ways, simplicity is the key to success. By simplifying customer service processes for customers and employees, these engagements can focus on solving problems and building lasting relationships. As…Read More

Customer Centricity Index Top 10 Performing Restaurants 2014 Fast Food & Casual Dining

The dunnhumby Customer Centricity Index (CCI) measures customers' perceptions of how well restaurants meet their needs and wants. This report provides a glance into customer perceptions of the most customer-centric…Read More

Metrics That Matter: Smartvideo Benchmarks for Insurance Leaders

This SmartVideo Index: In Brief focuses on the SmartVideo engagement METRICS THAT MATTER for customer experience and marketing leaders in the insurance industry. Benchmarking the right metrics allows insurers to…Read More

Bravo Brio Restaurant Group Re-calibrates to Reward Guest Frequency

The Bravo Brio Restaurant Group (BBRG) first launched its surprise and delight rewards program in September 2012. The company had set a goal of generating a certain number of incremental visits…Read More

Shopper Insights to Improve Retail Loyalty Programs

The escalating proliferation of retailer customer loyalty programs has led many to question the return on their program investments. While there is debate on the best set of outcomes to…Read More

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Page of 497
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Why The “Art” of Marketing Still Matters

There has been a lot of attention given in this blog and elsewhere to this idea of marketing becoming more "scientific." And for good reason - because it's actually…Read More

Framing the House of Customer Engagement Optimization

Have you ever remodeled a home where you wanted to remove a wall, only to be told by the contractor that it was a “load-bearing” wall? That bit…Read More

Three Tips to Keep Customers Satisfied During the Holiday Shopping Rush

With the holidays in full swing, retail stores are experiencing their biggest rush of the year with holiday shoppers looking for the perfect gifts for their family and friends. And…Read More

7 Ways to Monetize Mobile Instant Messaging

Recent valuations of major mobile instant messaging (IM) players on the market suggest that the larger the user-base the more valuable each user becomes. This premise may be based on…Read More

CX Rewind: 3 Memorable Moments from 2014

As we close out on 2014, now’s a great time to reflect on the year in customer experience (CX). And what a year it’s been! Looking…Read More

2015 Imperative for CIOs: Contact Center Modernization

As business professionals, we all deal with competing pressures from multiple sources, but just look at what CIOs have to address. The CEO wants to know which technologies are just…Read More

Can You Keep Up With Burberry?

Surprisingly, one of the leaders in content marketing has been the British Fashion House, Burberry. Admittedly, they have become a media content company, focusing on bringing unique digital experiences…Read More

Black Friday Lessons From Both Sides of the Atlantic

Few of us can have missed the scenes of frantic shoppers searching for that ultimate bargain on Black Friday. This is something fairly new in the UK, having originated in…Read More

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[Expo Video] How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

Paul Conder, Principal and Customer Experience lead at Lenati LLC - will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights,…Read More

[Expo Video] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

Since travel business loyalty programs launched in 1980 and hotel programs soon after in 1982, the engagement and loyalty game has changed. Red Lion Hotels Corporation (RLHC) has decided to put…Read More

[Expo Video] The Loyalty360 CX Awards Ceremony

Loyalty360 would like to congratulate the winners of the inaugural Loyalty360 CX Awards presented at the 4th annual Loyalty360 Engagement & Experience Expo in Dallas, Texas. Loyalty360 CX AwardsRead More

[Expo Video] Internet of Things: Increasing Consumer Engagement in a Digitized World

Join this session to learn about and discuss: - Available IoT tech (e.g., geofencing, micro-location, BLE, GPS, WiFi, etc.) - How IoT tech can impact CX: Getting noticed in…Read More

[Expo Video] Increasing Brand Engagement Through Behavioral Economics

Brand engagement doesn't happen from a single stimulus or simple engagement tactic. In order to create intimate brand satisfaction, every element a customer experiences needs to…Read More

[Expo Video] Loyalty Doesn’t Stand Alone

Most loyalty programs are focused on customer retention.  But, as part of loyalty, advocacy deserve more than lip service.  YA showcases the strong connection between loyalty and advocacy,…Read More

[Expo Video] Case Study: How ANZ Tapped Real-Time Customer Feedback to Implement Changes that Recovered $Billions in Lost Loans

With more than 47,000 employees, ANZ provides banking and financial services to approximately 8 million customers across 33 global markets from its Australian headquarters.  With an aggressive goal of being the best…Read More

[Expo Video] How to Enable Change in Customer (and Associate) Centricity

Most every organization understands how important it is to be customer centric. But actually embedding the customer experience into the fabric of an organization, ensuring that is a priority and…Read More

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