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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

Understanding Millennials in the Workplace

According to the U.S. Census Bureau, people younger than 35 years old comprise 23 percent of the U.S. population, which means the workforce will shift by the end of 2015,…Read More

Video: Love Starts with #GreatCX

Everyone has a love story or two. What’s yours? That moment you fell so hard that it was tough to remember life before. That experience that began a…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

Trendy Social Media Techniques that Ignite Customer Engagement

As the blazing influence of social media continues to burn bright, brands are desperately eager to harness the power that the most popular platforms can provide. Simply acquiring more followers,…Read More

Gogo Business Aviation Set to Launch Generous Customer Loyalty Program

Gogo Business Aviation, a leading provider of in-flight connectivity and entertainment solutions to the global aero market, has been known for its generous loyalty programs. This time around, Gogo has…Read More

Customer Experience Directly Impacts Customer Loyalty

Customer experiences directly impact customer loyalty, according to a new research paper titled, Where Contact Centers Are Missing the Mark with Customer Care,” which was written by Ovum in…Read More

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Trendy Social Media Techniques that Ignite Customer Engagement

As the blazing influence of social media continues to burn bright, brands are desperately eager to harness the power that the most popular platforms can provide. Simply acquiring more followers,…Read More

Gogo Business Aviation Set to Launch Generous Customer Loyalty Program

Gogo Business Aviation, a leading provider of in-flight connectivity and entertainment solutions to the global aero market, has been known for its generous loyalty programs. This time around, Gogo has…Read More

Customer Experience Directly Impacts Customer Loyalty

Customer experiences directly impact customer loyalty, according to a new research paper titled, Where Contact Centers Are Missing the Mark with Customer Care,” which was written by Ovum in…Read More

Amazon Prime Loyalty Program Eclipses 41 Million Members

Loyalty360 CEO and CMO Mark Johnson believes that the Amazon Prime loyalty program uses a process that speaks to and executes against the unique and disparate expectations of its customer…Read More

Dollar Bank Committed to Excellent Customer Engagement and Customer Experience

Pam Dancisin, VP Marketing, Dollar Bank, knows a great deal about customer experience since she spent her first 17 years at the company in the contact center. During a session at…Read More

Citibank and Apple Continue to Change the World of Customer Engagement

A brand does not simply stay relevant for over 203 years if it does not innovate. This is certainly true for Citibank, which has never stopped innovating. For more than 200 years,…Read More

Improved Functionality of Mobile App Makes Denny’s Loyalty Program Easier to Use

Denny’s, one of America’s largest full-service family restaurant chains with more than 1,600 franchised and company-owned locations nationwide, is quite pleased with recent enhancements to its mobile…Read More

Humana Embraces Evolution and Email to Drive Customer Engagement

The ability to manage change has always been important for success. But now, considering the rapid pace at which the world evolves, it has become more than a mere benefit.…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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Understanding Millennials in the Workplace

According to the U.S. Census Bureau, people younger than 35 years old comprise 23 percent of the U.S. population, which means the workforce will shift by the end of 2015,…Read More

Video: Love Starts with #GreatCX

Everyone has a love story or two. What’s yours? That moment you fell so hard that it was tough to remember life before. That experience that began a…Read More

How to Get Started With Content Marketing [For Manufacturers]

Smart marketers understand that traditional marketing is becoming less and less effective. Consumers fast forward through advertisements on TV, flip the pages on magazine ads, and ignore banners when they…Read More

Getting to Know You

I heard a recent episode on NPR that referred to the importance of social media for promoting “mom and pop” businesses. It has been a long held belief…Read More

Predictive Modeling in Content Decisions

While predictive analytics is often used in ad display or product recommendation, their application to content decisions is often ignored. Commonly, content is chosen very subjectively, by the writer&rsquo…Read More

The Shopper of the Future: Why Young Shoppers Won’t Turn Their Back on Physical Stores

Despite their love of and ease within the online world, today’s young people are not exclusively virtual shoppers, glued to their screens throughout the purchase journey. This new…Read More

8th Annual Loyalty Expo: Mail Matters as IWCO Direct & Best Western Shine

Those who know me will surely understand that “hot and humid” is not a forecast I look forward to. But even dew points in the 70s couldn&rsquo…Read More

Drive Growth with Better Data – Tips for Small Businesses

It’s the age of Big Data, digital shopping, social media, and mobile marketing. Companies of all sizes are diving into the on-line world to find new data, new…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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