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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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2015 Customer Experience Trends Report

In November 2014, InMoment launched a survey to consumers and brands alike. In it, we asked them to rank six developing customer experience (CX) trends in order of importance. We also…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

Business Intelligence Gets Smarter: Enabling Better Decisions via the Internet of Things

We live in a world where everyday items—smartphones, automobiles, security systems, wearable devices, etc.—invisibly and seamlessly communicate with each other, sensing and controlling their environment as…Read More

Starbucks CEO Confident of Even Bigger Growth through Customer Experience

Starbucks CEO Howard Schultz is never at a loss for words when he’s talking about his beloved and incredibly profitable company, which continually innovates to strive for an…Read More

Meditations on Success: A Customer Engagement Philosophy for the Future

There is no one simple answer to how some of the world’s most successful brands and people found their way to the top. But there is one simple…Read More

In-store Interaction Triggers a Memorable Wireless Purchase Customer Experience

With so many digital options these days for marketers and customers to consider, when it comes to a great wireless purchase customer experience, nothing beats the in-store/sales representative interaction,…Read More

Fox Rent A Car Uses Technology to Improve the Customer Experience

Fox Rent A Car, Inc. plans to improve its customer experience through major capital investments as part of the company’s new strategy to focus on improving the customer…Read More

Mobile vs Desktop: Where We Buy and Where We Share

At this point, you know that you have to be on mobile because that’s where your customers are (60% of online shopping time is now spent on mobile, according…Read More

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Starbucks CEO Confident of Even Bigger Growth through Customer Experience

Starbucks CEO Howard Schultz is never at a loss for words when he’s talking about his beloved and incredibly profitable company, which continually innovates to strive for an…Read More

Meditations on Success: A Customer Engagement Philosophy for the Future

There is no one simple answer to how some of the world’s most successful brands and people found their way to the top. But there is one simple…Read More

In-store Interaction Triggers a Memorable Wireless Purchase Customer Experience

With so many digital options these days for marketers and customers to consider, when it comes to a great wireless purchase customer experience, nothing beats the in-store/sales representative interaction,…Read More

Fox Rent A Car Uses Technology to Improve the Customer Experience

Fox Rent A Car, Inc. plans to improve its customer experience through major capital investments as part of the company’s new strategy to focus on improving the customer…Read More

Google Brings the Power of Immediacy and Intent to Mobile Customer Engagement

The rise of mobile has changed the entire customer experience landscape. The dust has not settled yet, and the ultimate destination of the customer journey is not yet clear. But…Read More

Focus on Improved Customer Experience Key Objective for Chico’s FAS

Making good on its promise of an improved customer experience has been the mantra for Chico’s FAS in 2015. During Wednesday’s first-quarter earnings conference call, Chico&rsquo…Read More

Tony Roma’s Restaurants Q&A: Serving Local Communities to Create Customer Loyalty

Tony Roma’s is a cornerstone of the family-friendly causal dining industry. For more than four decades, it has served up a host of delectable dishes and drinks inducing…Read More

Customer-centric Approach Brings Clear Image to Shutterfly

Customer-centricity is often a goal for many marketers, but might only serve as lip service. At Shutterfly, its committed customer-centric approach has paved the way for a great customer experience…Read More

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2015 Customer Experience Trends Report

In November 2014, InMoment launched a survey to consumers and brands alike. In it, we asked them to rank six developing customer experience (CX) trends in order of importance. We also…Read More

Business Intelligence Gets Smarter: Enabling Better Decisions via the Internet of Things

We live in a world where everyday items—smartphones, automobiles, security systems, wearable devices, etc.—invisibly and seamlessly communicate with each other, sensing and controlling their environment as…Read More

Metrics That Matter: SmartVideo Benchmarks for Telecommunications Leaders

The world's largest telco providers deploy SmartVideo programs to enhance their customer acquisition and retention initiatives. This report benchmarks the metrics that matter for personalized video programs at…Read More

Coalition Loyalty-Based Card-Linked Offers: A New Digital Era for Loyalty Marketing

Card-linked offers (CLOs) have paved the way for the convergence of payment transactions with coupon/ discount delivery, are bringing more customers through the doors of participating merchants and are keeping…Read More

What do digital marketers really want in 2015?

The What Do Digital Marketers Really Want in 2015 report also includes top areas of investment for marketing activities, staffing, technology and more. According to the survey, high performing marketers not…Read More

Winners in a Down Market A Case for Innovation

When company executives hear words such as “Economy declining” or “Market slow down”, there is the inevitable move to tighten belts and weather the upcoming…Read More

The Foundation of Effective Consumer Engagement

When advertising pioneer David Ogilvy made this now-famous remark, the relationship between companies and consumers was in the midst of a revolution. Specifically, the relationship was the revolution –…Read More

Coalition Loyalty: A Roadmap for Success in the U.S.

Across the U.S., membership continues to grow in loyalty programs offered by brands, and loyalty-based rewards are already becoming a standard form of currency in digital wallets…Read More

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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

Mobile vs Desktop: Where We Buy and Where We Share

At this point, you know that you have to be on mobile because that’s where your customers are (60% of online shopping time is now spent on mobile, according…Read More

Can I Get Your Number? Why B2B Marketers Should Tap Mobile Marketing.

Do you know where your smartphone is right now? Chances are yes.  In fact, you probably just quickly checked your pocket.  Remember the time when you raced out…Read More

The Cashless Society: Who Will Lead the Foray?

Mobile payment is being adopted all over the world in different ways, whether it is via SMS transactional payments, direct mobile billing, mobile web payments (WAP), mobile banking apps or…Read More

3 Ways to Improve Customer Experiences on Social Media

3 Ways to Improve Customer Experiences on Social Media Customer Experience is the hot concept for 2015. Not a day goes by where I don’t see a new chart on…Read More

Avoiding the Yes Men

As market researchers, and survey researchers in general, it is our job to ensure the instruments we create are as free of potential bias as possible. This is accomplished through…Read More

How RingCentral Empowers Its Entire Organization to Deliver a Consistent Customer Promise

From inside an organization, it can be easy to think that a good customer experience is determined by the quality of the individual interactions you deliver. However, things look much…Read More

Spring Cleaning Tips for Insights Professionals

For those of you living in Siberia, I have a news flash: Boston had a nasty winter. Fortunately, spring has sprung, which has put an extra pep in my step…Read More

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[Podcast] Loyalty360 Webinar Series: What’s in-store for a 2020 Retailer?

Over the last decade, Retail, specifically brick and mortar, has been the poster child for digital disruption. As marketers and merchandisers begin to strategize about where they want to be…Read More

[Podcast] Loyalty360 Webinar Series: How USA Track & Field Engages Superfans Through Multichannel Loyalty

According to Nielsen, 92 percent of consumers trust recommendations from friends and family over all forms of advertising. There’s tremendous power in brand advocacy. That’s why USA…Read More

[Loyalty Expo 2015 Workshop] Making Moments Matter: Thinking Beyond Tactics to Win Hearts

Loyalty marketers have become too focused on the technical and tactical side of marketing, but the connection between brand and customer is about so much more than serving a consistent…Read More

[Podcast] Loyalty Management Series: Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience

This episode of the Loyalty Management podcast series is titled "Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience", written by Lonnie Mayne of InMoment.   Customer…Read More

[Podcast] Loyalty360 Webinar Series: The Seven Deadly Survey Sins – and How to Avoid Them

Face it – most CX programs start with surveys, so why not avoid the most common mistakes before you ramp up your program?  We’ll give you best…Read More

[Podcast] Loyalty360 Webinar Series: Beyond Surveys Tackling the Multi-Channel World of Customer Feedback

Surveys are great resources, but they’re only part of a comprehensive CX program. Learn about the options you have to tune into customers in a multi-channel world of…Read More

[Podcast] Loyalty360 Webinar Series: Time to Get Personal – Tips to Personalize Your Customer Journey

Effectively collecting feedback is the first step in a successful customer experience program. Without meaningful feedback, it’s next to impossible to gauge satisfaction rates or identify areas to…Read More

[Podcast] Loyalty360 Webinar Series: Resolving Five Tensions on the Evolution to Brand Loyalty

The past year saw an increasing number of consumers opt-in to a variety of different loyalty programs. The Loyalty Report 2015 study shows consumers overwhelmingly agree that loyalty programs…Read More

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