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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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15 Loyalty Marketing Resolutions for 2015

Developing 1:1 relationships with customers is the Holy Grail. It’s the foundation on which loyalty is built. In today’s multichannel world, securing and maintaining …Read More

Digital, Social Are Channels, Not Strategies

Digital Marketing, Social Media.  So often we hear people speaking these words. Often with a lofty tone as though these terms are definitive in and of their own.  …Read More

Personalized Recommendations Can Grow Relationships

Because I travel so often for work, I like to unplug on longer flights and work my way through a good book. Over the years, my wife has recommended many…Read More

Now is the Time to Focus on Customer Engagement at Gap Brand

Now is the time to focus on customer engagement at Gap brand. Jeff Kirwan, global president of Gap, announced various leadership changes on Thursday aimed at intensifying the brand&rsquo…Read More

American Express Teams with Aeroplan, Air Canada on New Customer Loyalty Credit Card

American Express has launched a premium customer loyalty reward credit card with Aeroplan and Air Canada. The new American Express AeroplanPlus Reserve Card was designed with the frequent traveler and…Read More

By 2017, Half of Consumer Product Investments to Focus on Customer Experience Innovations

By 2017, 50% of consumer product investments will be redirected to customer experience innovations, according to new Gartner research. What’s more, the research says that by 2016, nearly 90% of companies believe…Read More

In Search of Bernbach in the Age of CX

A couple of years ago, AdAge wrote an excellent article reflecting on what would have been the 100thbirthday of Bill Bernbach, co-founder of international advertising…Read More

National Better Communication Day: 3 Questions to Ask Yourself to Improve Your Loyalty Program

Market researchers have found that 90% of leaders think an engagement strategy has a positive impact on a business’ success but less than 25% of them have executed a successful strategy.…Read More

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Now is the Time to Focus on Customer Engagement at Gap Brand

Now is the time to focus on customer engagement at Gap brand. Jeff Kirwan, global president of Gap, announced various leadership changes on Thursday aimed at intensifying the brand&rsquo…Read More

American Express Teams with Aeroplan, Air Canada on New Customer Loyalty Credit Card

American Express has launched a premium customer loyalty reward credit card with Aeroplan and Air Canada. The new American Express AeroplanPlus Reserve Card was designed with the frequent traveler and…Read More

By 2017, Half of Consumer Product Investments to Focus on Customer Experience Innovations

By 2017, 50% of consumer product investments will be redirected to customer experience innovations, according to new Gartner research. What’s more, the research says that by 2016, nearly 90% of companies believe…Read More

Apple ‘Pay’-s Customer Engagement Dividends

When Apple CEO Tim Cook announced Apple Pay last year, he said believed it would  transform mobile payments with an easy, secure and private way to pay. It might…Read More

Hard Rock Hotels & Casinos: Voice of the Customer Inspires Increased Customer Engagement

As a result of listening effectively to the voice of the customer, Hard Rock Hotels & Casinos recently announced a new customer loyalty incentive. And they did it because listening…Read More

Brand Loyalty Shines Through on First Anniversary of Dunkin’ Donuts’ DD Perks Program

For Scott Hudler, Dunkin’ Brands’ Vice President of Global Consumer Engagement, this week’s one-year anniversary of the company’s DD Perks Rewards customer loyalty program…Read More

Millennials and Baby Boomers and Travel Customer Experience: IHG Study

InterContinental Hotels IHG dug into its data to capture some facts about a variety of topics in its  2015 Trends Report, Building Trust Capital: The new business imperative in…Read More

Caesars Entertainment Enhances Customer Engagement Through Social Gaming

A game of win-win: For gaming icon Caesars Entertainment, extending the customer experience involves mobile gaming. Caesars delivers the gaming experience to both current and potential players through five exclusive…Read More

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15 Loyalty Marketing Resolutions for 2015

Developing 1:1 relationships with customers is the Holy Grail. It’s the foundation on which loyalty is built. In today’s multichannel world, securing and maintaining …Read More

The Modern Model of Business Performance Research

It’s an exciting time for business performance research. Thanks to omnichannel strategies and the ubiquity of technology, now, more than ever before, we have the ability to evaluate…Read More

brandbites: What Keeps CMOs Up at Night? Vol Two Issue One

Have you ever wanted to know what are the challenges that are keeping brand executives up at night? Loyalty360 brings you exclusive research and insight from CEOs and CMOs at…Read More

Five Alternatives to the Endless Cycle of Discounting

Win with short term gain and long term loyalty. With our smartphone screens now aglow with 2015, and the results of Black Friday and Christmas Holiday sales being flaunted in the…Read More

Kobie Quarterly Review: Retail Services Edition

In a world where the best deal is only a Google search away, retailers are struggling to keep customers coming back. This is especially true for brick-and-mortars that…Read More

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

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Digital, Social Are Channels, Not Strategies

Digital Marketing, Social Media.  So often we hear people speaking these words. Often with a lofty tone as though these terms are definitive in and of their own.  …Read More

Personalized Recommendations Can Grow Relationships

Because I travel so often for work, I like to unplug on longer flights and work my way through a good book. Over the years, my wife has recommended many…Read More

In Search of Bernbach in the Age of CX

A couple of years ago, AdAge wrote an excellent article reflecting on what would have been the 100thbirthday of Bill Bernbach, co-founder of international advertising…Read More

National Better Communication Day: 3 Questions to Ask Yourself to Improve Your Loyalty Program

Market researchers have found that 90% of leaders think an engagement strategy has a positive impact on a business’ success but less than 25% of them have executed a successful strategy.…Read More

3 Words For Loyalty Marketing in 2015

At the beginning of each year, our publisher and customer growth agency, Hanifin Loyalty has adopted a tradition to select 3 words to define the course of loyalty marketing over the…Read More

Common Obstacles with Using Customer Insights

Every customer strategist has the responsibility to make sure the voice of the customer gets put to use. Here are some common obstacles that could be encountered with getting your…Read More

It’s “GAME ON!” for Better Customer Engagement

Could you spend US $150,000 per second? That’s the list price of a commercial during Super Bowl XLIX ($4.5M for a 30-second spot, just doing the math for…Read More

How to Visualize an Answer to Your Skeptics

Healthy skepticism is a part of human nature - it's probably an involuntary defense mechanism that has been refined as we've evolved as social beings. And…Read More

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[Engagement Expo 2014 Podcast] 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 Podcast] 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

[Engagement Expo 2014 Podcast] Scottrade and Understanding the Customer Journey:  When Segmentation Isn’t Enough

By nature, Scottrade, Inc., a leading investing services firm clearly focused on numbers, had ample data and information on its clients from a UX and marketing research standpoint. As the…Read More

[Engagement Expo 2014 Podcast] 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

[Engagement Expo 2014 Podcast] 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 Podcast] 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 2013 Podcast] Build It and They Will Come: Creating a Customer Experience Hub

For years, the customer insights team was hidden in the back corner of the office amongst the cubicles and mainly used to provide some customer trivia for a presentation or…Read More

[Engagement Expo 2013 Podcast] Planes, Trains & VoC:  How We Use Technology To Deliver Better, Quicker, Smarter (Insights)

Join American Airlines, BNSF Railway Company and partner Confirmit as they engage in a mini-panel discussion about how they garner the power of technology to better understand the voice of…Read More

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