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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

Aéropostale Goes “Back to School” to Spark Brand Loyalty

Coming off a disappointing first quarter, in which sales fell 20%, Aéropostale is targeting this year’s Back to School season as a potential springboard to brand loyalty…Read More

Digital Fraud Threatens the Customer Engagement of Online Advertisers

The point of adverting is to get people to experience a message and, hopefully, to somehow act on it. Advertising has crossed paths with every media channel in existence, and…Read More

Staples Makes Good Progress on Reinventing Itself with a Goal of Greater Customer Loyalty

Staples Chairman and CEO Ronald L. Sargent is very confident in the steps the company has taken, and plans to take this year, to emerge as a stronger, more profitable…Read More

Report: Live Chat Tops Customer Engagement Channels

Every marketer wants to engage customers the best way possible. Well, customers who choose live chat for customer service are satisfied a higher percentage of the time than those who…Read More

Further Engage Guests with Branding

During your hotel guests’ stay, you want to make them feel at home. After all, they chose to spend money at your property instead of staying in the comfort…Read More

Making Data Actionable

I’m going to share my top three tips for making data actionable and helping all levels of your organization understand the story the data is telling. These tips…Read More

How Telco Marketers Can Best Measure and Optimize Video Ads

As telecommunications marketers allocate more budget toward online video advertising – and specifically personalized video advertising– there’s a more pressing need to hold programs accountable and ensure…Read More

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Aéropostale Goes “Back to School” to Spark Brand Loyalty

Coming off a disappointing first quarter, in which sales fell 20%, Aéropostale is targeting this year’s Back to School season as a potential springboard to brand loyalty…Read More

Digital Fraud Threatens the Customer Engagement of Online Advertisers

The point of adverting is to get people to experience a message and, hopefully, to somehow act on it. Advertising has crossed paths with every media channel in existence, and…Read More

Staples Makes Good Progress on Reinventing Itself with a Goal of Greater Customer Loyalty

Staples Chairman and CEO Ronald L. Sargent is very confident in the steps the company has taken, and plans to take this year, to emerge as a stronger, more profitable…Read More

Report: Live Chat Tops Customer Engagement Channels

Every marketer wants to engage customers the best way possible. Well, customers who choose live chat for customer service are satisfied a higher percentage of the time than those who…Read More

Facebook Creates Customer Engagement through Personal Connections

It is not hard to argue that Facebook has changed the world. In just more than 10 years, the digital company has completely integrated itself into society in ways that few…Read More

Mobile and Social Media Trigger Unique Customer Engagement at Johnny Cupcakes

Don’t ask Johnny Earle, founder and CEO of Johnny Cupcakes, if his company sells cupcakes. It doesn’t! Founded by Earle in 2001, Johnny Cupcakes is a successful…Read More

Best Buy Keeps “Obsessive Focus” on Customer Experience

Best Buy President and CEO Hubert Joly knows that customer experience is the great differentiator in the retail marketplace today. He has discussed it many times and during the company…Read More

Macy’s Excited About New Plenti Loyalty Program

During its May 13 first-quarter earnings conference call, Macy’s officials discussed several initiatives related to customer loyalty and customer engagement that will guide the venerable company moving forward. One…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

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

How Brands Are Re-Inventing their Loyalty Programs in 2015 (And How to Keep Up)

Loyalty programs have seen several phases in the industry. From stamp cards to surprise and delight, all the way to points programs, one thing that is common amongst…Read More

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Further Engage Guests with Branding

During your hotel guests’ stay, you want to make them feel at home. After all, they chose to spend money at your property instead of staying in the comfort…Read More

Making Data Actionable

I’m going to share my top three tips for making data actionable and helping all levels of your organization understand the story the data is telling. These tips…Read More

How Telco Marketers Can Best Measure and Optimize Video Ads

As telecommunications marketers allocate more budget toward online video advertising – and specifically personalized video advertising– there’s a more pressing need to hold programs accountable and ensure…Read More

5 Things Your Customers Hate About You

When we reach a level of consistency in our sales or conversions, we tend to think that we have got our customers all figured out. But what if we&rsquo…Read More

Managing the Millennial

According to a Bentley University Preparedness Study, 74 percent of non-Millennials agree Millennials offer different skills and work styles that add value to the workplace. As this generation continues to grow…Read More

7 Reasons to Enter the China Online Video Market

Personalized Video in China – do 1.4 billion people want to hit the play button? China presents a fascinating opportunity and challenge for international growth stage startups that want to penetrate…Read More

How Marketers Can Generate a Constant Stream of Leads from Big Data

Data is everywhere. The number of unique data sources out there is larger than any one organization can wrangle. And make no mistake – these big data sets are thesource…Read More

3 Ways Mobile is Impacting Your Marketing Right Now

Your company has become a mobile experience for customers whether you are ready for it or not. Today's multi-device consumer is increasingly accessing your information, messaging and ads on…Read More

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[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

[Podcast] Loyalty360 Webinar Series: Elevate Engagement to Unlock the Potential of Your Loyalty Program

Today, customers have more information, more options, and more control over the buying process than ever before. As a result, you must dedicate even more effort and resources to acquiring,…Read More

[Podcast] Loyalty360 Webinar Series: Mind the Intelligence Gap: Get on Track to Earning Customer Loyalty

As we get on board with loyalty initiatives have we actually taken the time to understand our customers to deliver effective programs? While most organizations have a wealth of customer…Read More

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