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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

Delivering Omnichannel Customer Experiences for Insurance

Recent research by Capgemini has quantified the challenge being faced by insurance companies in today’s market, and it’s daunting: 70% of customers are at risk of…Read More

Picking the Right Customer Experience Metric: It All Just Depends

In the business world, the strength of a metric lies in — not only how accurate it is — but also the extent to which it helps drives change and…Read More

A Sharper Sword for More Effective Sales Incentives

It never fails. Talk to a channel marketing manager who has been running spiffs, STAs or other incentives the same way for years on end and they will say that…Read More

Safety First: The Road to Self-Drive

Not so long ago it was a concept associated with science fiction. Now the dream of the self-driving car is on its way to becoming reality. Obviously there are legal…Read More

3 Ways Wet Seal Can Positively Move Forward

There’s no point in discussing the abrupt manner in which Wet Seal recently closed 338 stores and laid off around 3,700 employees without notice. A PR catastrophe occurred…Read More

Ford Stays on Top When It Comes to Customer Loyalty

Customer loyalty is so important to any brand today, and that’s why Ford has made it such a massive priority. As a result, for the second consecutive year,…Read More

McDonald’s Seeks Greater Customer Engagement as It Redefines Menu Choice

McDonald’s seemingly never had a problem with customer engagement on a global scale. But during the company’s Jan. 23 fourth-quarter 2014 financial results conference call, McDonald’s…Read More

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Ford Stays on Top When It Comes to Customer Loyalty

Customer loyalty is so important to any brand today, and that’s why Ford has made it such a massive priority. As a result, for the second consecutive year,…Read More

McDonald’s Seeks Greater Customer Engagement as It Redefines Menu Choice

McDonald’s seemingly never had a problem with customer engagement on a global scale. But during the company’s Jan. 23 fourth-quarter 2014 financial results conference call, McDonald’s…Read More

Customer Experience to Customer Loyalty to Customer Love at IHOP

For Kirk Thompson, Vice President of Marketing for International House of Pancakes (IHOP), there has never been a single “a-ha” moment taken from the customer journey. Instead, it…Read More

Report: Mobile Technologies for Customer Engagement Most Strategically Important

Mobile technologies for customer engagement represent the most strategically important series of technology CEOs are focusing on today, according to PwC’s 18th Annual Global CEO Survey. The report…Read More

Starbucks and Brand Loyalty: Growth and Results of My Starbucks Rewards

Starbucks CEO Howard Schultz is ecstatic about his company’s past performances as he eyes an even more successful future built around burgeoning brand loyalty. “The really big…Read More

Voice of the Customer Fuels Alamo Drafthouse’s Loyalty Program Success

Since Texas-based cinema chain Alamo Drafthouse launched its Alamo Victory customer loyalty program less than one year ago, company officials are excited about how the program has progressed and impacted…Read More

New CrowdTwist CEO: Greater Customer Engagement Can Lead to Strong Emotional Connections

Customer engagement, through greater insight to first-party data, can lead to strong emotional connections that build brand loyalty, according to Scott Matthews, the new CEO at CrowdTwist. Launched in August 2009,…Read More

Most Customer Loyalty Programs Remain Challenged: Here Are Advised Solutions

While 91% of respondents in a survey conducted by Experian Data Quality indicated they have a loyalty program or customer engagement program in place, a staggering 81% faces challenges related to those…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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Delivering Omnichannel Customer Experiences for Insurance

Recent research by Capgemini has quantified the challenge being faced by insurance companies in today’s market, and it’s daunting: 70% of customers are at risk of…Read More

Picking the Right Customer Experience Metric: It All Just Depends

In the business world, the strength of a metric lies in — not only how accurate it is — but also the extent to which it helps drives change and…Read More

A Sharper Sword for More Effective Sales Incentives

It never fails. Talk to a channel marketing manager who has been running spiffs, STAs or other incentives the same way for years on end and they will say that…Read More

Safety First: The Road to Self-Drive

Not so long ago it was a concept associated with science fiction. Now the dream of the self-driving car is on its way to becoming reality. Obviously there are legal…Read More

3 Ways Wet Seal Can Positively Move Forward

There’s no point in discussing the abrupt manner in which Wet Seal recently closed 338 stores and laid off around 3,700 employees without notice. A PR catastrophe occurred…Read More

Are Your Customers on a Journey to Nowhere? [Infographic]

As consumers, we’ve all been there. Waiting on hold. Repeating information. Being transferred. Getting even the simplest task done with some companies can require you to navigate…Read More

The Single Girl’s Guide to XM – Part 1: Taking it Offline

I recently participated in a focus group that was centered around how dating apps – match, eHarmony, Tinder, that sort of thing – could evolve; how more features or fewer,…Read More

Compare Your Survey Sample to US Census Data with Data Ferrett

The US Census is the go to source for data which allows us to compare our sample to larger populations to ensure representativeness. The Census Bureau has created a tool…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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