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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

​​Your Next Event is an Investment. Manage It Like One.

Companies are applying the principles of investment portfolio management to events. And it’s paying off. Big time. It makes sense…events are substantial investments. Why wouldn&rsquo…Read More

Tips to Creating a Business Question

What is the real question you want your CX program to answer? Here are some tips to establishing the business question: Start with a clear understanding of what customers are…Read More

3 Ways Retailers are Modernizing with Analytics

You’re a retailer, it’s the holidays, data is flooding in from all points (if you’re lucky), and the last thing you want to…Read More

Why You Won’t Recognize Vending Machines in a Few Years

We might not recognize vending machines in a few years. They may still be big and boxy, but technology and regulations will soon change what we buy from them —…Read More

What We Want in Tomorrow’s Car: In-Car Internet, Entertainment and Active Aafety Features

GfK and AutoScout24 surveyed around 8,800 people for the report ‘The Cars We Want Tomorrow’. Drivers aged 18-65 in seven European countries (Austria, Belgium, France, Germany, Italy, the Netherlands…Read More

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Technology Test Investigates Better Customer Experience at McDonald’s: Goals and Results

McDonald’s and Piper, a San-Diego based beacon solutions provider, are testing a new iBeacon solution to increase engagement and enhance the customer experience for patrons of McDonald&rsquo…Read More

IBM and National Express Group: Cloud-Based Travel Planning Data and Analytics

IBM and transport provider National Express Group recently announced a series of cloud-based innovations aimed at transforming the global transport operator by improving operational performance and customer experience. National Express…Read More

Cloud-Based Customer Experience Search Provider Wins Big Accolades in 2014

For mid- to large-size Internet vendors and B2B customer experience experts worldwide, there has never been a more critical time to focus on CRM strategies. Organizations who champion these…Read More

Loyalty Strategy of Ifeelgoods’ API Solution: Immediate and Relevant Downloadable Rewards

Ifeelgoods, a leader in digital distribution of branded rewards, recently launched a digital rewards fulfillment API whereby brands and apps can automate and streamline rewarding users for acquisition or engagement…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

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

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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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​​Your Next Event is an Investment. Manage It Like One.

Companies are applying the principles of investment portfolio management to events. And it’s paying off. Big time. It makes sense…events are substantial investments. Why wouldn&rsquo…Read More

Tips to Creating a Business Question

What is the real question you want your CX program to answer? Here are some tips to establishing the business question: Start with a clear understanding of what customers are…Read More

3 Ways Retailers are Modernizing with Analytics

You’re a retailer, it’s the holidays, data is flooding in from all points (if you’re lucky), and the last thing you want to…Read More

Why You Won’t Recognize Vending Machines in a Few Years

We might not recognize vending machines in a few years. They may still be big and boxy, but technology and regulations will soon change what we buy from them —…Read More

What We Want in Tomorrow’s Car: In-Car Internet, Entertainment and Active Aafety Features

GfK and AutoScout24 surveyed around 8,800 people for the report ‘The Cars We Want Tomorrow’. Drivers aged 18-65 in seven European countries (Austria, Belgium, France, Germany, Italy, the Netherlands…Read More

What Digital Transformation Means to Customer Experience

I had the privilege this year to attend and present sessions at all three Genesys GForce events, which were held in New Orleans, London and Melbourne. These events provide fantastic…Read More

The Rise of the Influential Vloggers

Have you heard of Michalle Phan, Zoella, Tanya Burr or Pixiwoo? No, neither had I until I recently ventured into the world of the beauty video logger or “vlogger…Read More

7 Items on Your Survey Respondents’ Wish Lists

We’re in the thick of the holiday season, and everyone has a wish list. While it may not resemble a handwritten letter to the North Pole, it&rsquo…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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