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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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25 Loyalty and Engagement Stats You Need to Know

Establishing connections with customers is essential to build loyalty. To do that successfully, brands must understand their target audience and their motivations for joining a program. Building loyalty requires that…Read More

Where Do You Work?

Shakespeare once suggested that the labels we give things don’t really matter. While it is futile to word-duel with the Bard, I suggest he may be wrong. The…Read More

Consumers Confirmed - Retail Loyalty is All About the Experience

It seems like every retailer nowadays has a loyalty program. From the local coffee house to “big box” national retailers to almost any online merchant, everyone has…Read More

The Final Word on the Pros and Cons of NPS

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 pros…Read More

Rule No. 1: Clear the Roadblocks to Providing Great Customer Service

More and more companies are looking to capture employee performance specifically related to creating great customer experiences. And that is an appropriate thing to do as long as two prerequisites…Read More

How Amazon and Other Top Companies Keep Their Customers in Focus

What do the best CEOs do to connect themselves and their companies to their customers? The habits of customer-centric CEOs like Amazon’s Jeff Bezos and Apple…Read More

Buffalo Wild Wings Finds Unique Path to Customer Engagement

Buffalo Wild Wings wants to be where its customers are and create meaningful, authentic, and immersive customer experiences. Many patrons of Buffalo Wild Wings are connected to the brand digitally…Read More

Ryder Launches Loyalty Rewards Program for Its Commercial Rental Customers

Ryder System, the commercial fleet management and supply chain solutions company, has launched a customer loyalty program that offers points and rewards to commercial rental customers. The Ryder RedZone loyalty…Read More

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Buffalo Wild Wings Finds Unique Path to Customer Engagement

Buffalo Wild Wings wants to be where its customers are and create meaningful, authentic, and immersive customer experiences. Many patrons of Buffalo Wild Wings are connected to the brand digitally…Read More

Ryder Launches Loyalty Rewards Program for Its Commercial Rental Customers

Ryder System, the commercial fleet management and supply chain solutions company, has launched a customer loyalty program that offers points and rewards to commercial rental customers. The Ryder RedZone loyalty…Read More

Smucker’s CEO: Create Value and Memorable Customer Experiences

Richard K. Smucker, CEO of J.M. Smucker Company, realizes that the key to creating memorable customer experiences and ongoing customer engagement revolves round value. “We do recognize the…Read More

Where Everybody Knows Your Name: AgilOne Survey Shows Consumers Want Personalized Customer Experiences

Just because online shoppers make purchases in front of a screen doesn’t mean they don’t want a personalized customer experience. According to AgilOne’s survey…Read More

Word of Mouth Advertising Plays Big Role in Brand Loyalty

Customers have so much control these days that CRM, CX, and loyalty marketers need to tailor their efforts with this top of mind. Marketers that monitor social media and user…Read More

Are Store Associates Equipped to Deliver Memorable Customer Experiences?

As marketers anticipate and brace for the busy holiday season upon us, customer experience becomes even more prominent. Making sure CX is top-of-mind for employees can make the difference between…Read More

Ford Motor Company: Employee Engagement Sparks Customer Engagement

Officials at Ford Motor Company strongly believe that high employee engagement is the key to customer engagement. Focusing on that premise as its CX framework has helped Ford significantly improve…Read More

Cirque du Soleil Always Delivers Emotional Customer Experiences

Connecting and engaging with customers on an emotional level is fast becoming a key differentiator in the world of customer loyalty and customer experience marketing. Cirque du Soleil might have…Read More

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25 Loyalty and Engagement Stats You Need to Know

Establishing connections with customers is essential to build loyalty. To do that successfully, brands must understand their target audience and their motivations for joining a program. Building loyalty requires that…Read More

Optimizing Value from Market Research (Part One)

Most companies fail to realize the best value from their market research efforts. That’s usually due to a lack of coordination among those doing the research and…Read More

‘Tis the Season to Use Your Mobile Apps to Drive Revenues

This year, the holiday season is expected to see an increase of 5 percent in sales coming on the heels of last year’s 3.6 percent increase according to dex media.…Read More

Five Strategies that Align Employees, Customers,  and the Organization

Businesses across the globe feel a great shift: The competitive  landscape is changing, opening the door to more organizations  gunning for growth. From our increased reliance on technology…Read More

Six Best Practices : Translate Your Customer Experience Visions Into Powerful Frontline Behaviors

Why Read This White Paper? According to Gallup’s 2013 study “State of the American Workplace,” 70% of employees are not engaged at work. Most organizations…Read More

Rewriting the Gifting Rules in the Omni-Channel Age

“It is better to give than to receive,” or so the saying goes. But as a time-starved and convenience-centric society grows increasingly fond of giving digital gift cards…Read More

Mastering Adaptive Customer Engagements

Call it the “age of the customer” or the era of the “Internet of me”...just don’t call it an engagement landscape that brands…Read More

Global Hospitality Company Leads With Award-Winning CEM Program

With over 54,000 users of the Medallia system at 4,000+ properties and 10 brands in 90+ countries, a leading global hospitality company is wired to the voice of its guests. The company calls its…Read More

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Page of 481
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Where Do You Work?

Shakespeare once suggested that the labels we give things don’t really matter. While it is futile to word-duel with the Bard, I suggest he may be wrong. The…Read More

Consumers Confirmed - Retail Loyalty is All About the Experience

It seems like every retailer nowadays has a loyalty program. From the local coffee house to “big box” national retailers to almost any online merchant, everyone has…Read More

The Final Word on the Pros and Cons of NPS

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 pros…Read More

Rule No. 1: Clear the Roadblocks to Providing Great Customer Service

More and more companies are looking to capture employee performance specifically related to creating great customer experiences. And that is an appropriate thing to do as long as two prerequisites…Read More

How Amazon and Other Top Companies Keep Their Customers in Focus

What do the best CEOs do to connect themselves and their companies to their customers? The habits of customer-centric CEOs like Amazon’s Jeff Bezos and Apple…Read More

A Relationship Is More Than A Moment

Sometimes it seems as if 2014 is the year of the “moment” in mobile marketing. But moments are, by definition, transient, short-lived and often irrelevant. A moment without a…Read More

Who Are Your Customers and What Do They Want?

The digital media revolution has completely changed the way retailers and manufacturers seek to engage their customers.  Multichannel and direct marketing have become central to the overall shopping experience…Read More

Incentives Fight for Sales Channel Attention

It’s tough for Distributors and OEMs to launch new incentives and gain full engagement from Resellers. Not only are Distributors and OEMs battling the “noise” of…Read More

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[Engagement Expo 2014] Multiplying the Power of Experience and Engagement

The combination of experience and engagement is not a 1+1 proposition. The elements of experience and engagement multiply exponentially - in a way that's more transformational than incremental. So…Read More

[Engagement Expo 2014] 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

[Engagement Expo 2014] The CX Loyalty Connection

In the fields of Customer Experience and Loyalty, professionals often express the value they bring a team in terms of customer engagement over time. Both disciplines aim to develop a…Read More

[Engagement Expo 2014] The Customer Experience: Creating Emotional Connections that Drive Financial Results - A Joint Perspective by Gallup and Loyalty360

Customer Experience is more than just a buzz word - it's a critical leg of the journey to customer loyalty. Brands are grappling to understand the new technologies and…Read More

[Engagement Expo 2014] Beyond Satisfaction: Ford’s Pursuit of Loyalty

The automotive industry has been focused on customer satisfaction for over 30 years. Automakers measure it meticulously, often relying on third parties who rank each brand on a scale of customer…Read More

[Engagement Expo 2014] 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

[Engagement Expo 2014] 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

[Engagement Expo 2014] 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

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