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[EXCLUSIVE STUDY] Six Months of Change: The State of Consumer Action & Brand Sentiment

  • October 19 2020
  • Resource: Loyalty Today

It’s hard to believe it’s been six months since COVID-19 took center stage in our lives (although some days it feels like it’s been years, right?). Since March we’ve been tracking consumer opinion and brand sentiment from...Read More

Loyalty360 Reads: October 19 | Nordstrom Introduces Rack Fulfillment Options, REI Co-Op Expands Used Gear Business, and More

  • October 19 2020
  • Resource: DailyNews

Nordstrom Introduces Nordstrom Rack Fulfillment Options and Expanded Services Nordstrom is introducing order pickup at U.S. Nordstrom Rack stores for Nordstrom.com, NordstromRack.com and HauteLook.com orders. The fashion retailer  is also...Read More

1800 Tequila Named Official Tequila Of The Los Angeles Rams

  • October 19 2020
  • Resource: DailyNews

1800 Tequila is now the Official Tequila of the Los Angeles Rams, marking the brand's first professional football team partnership. As two heritage brands with award-winning credentials and historical roots in Mexico and Southern California...Read More

New 'Guinness Gives Back' Pack Funds Community Relief Efforts

  • October 19 2020
  • Resource: DailyNews

While the holiday season may look different this year, the spirit of giving and goodness will never be stronger as we all look to lift each other up. That's why Guinness is giving back to communities who have long made its classic stout a part...Read More

Loyalty360 Reads: October 15 | Biscuit Belly Partners With Former Papa John's Exec, Air Canada Reopens Calgary Maple Leaf Lounge, and More

  • October 16 2020
  • Resource: DailyNews

Biscuit Belly Partners With Former Papa John's Exec To Expand Footprint Louisville-based Biscuit Belly has hooked up with Chuck Schnatter, who helped grow Papa John's to over 4,000 units, to launch a franchise program. The brainchild of...Read More

Rumble Launches New Digital Classes, Partners With Variis By Equinox's Fitness Platform

  • October 16 2020
  • Resource: DailyNews

Rumble, the boxing-inspired group fitness company with studios nationwide, is bringing its high-energy, one-of-a-kind Rumble experience into your home. Rumble is joining forces with Variis by Equinox, a collective of powerful fitness brands, to...Read More

Case Study: Delivering a Multichannel Program for Krispy Kreme UK

  • October 16 2020
  • Resource: Loyalty Today

Krispy Kreme has been serving hand-crafted doughnuts and fresh coffee to UK shoppers since 2003, with over 118 standalone stores and 1,000 cabinets with retail partners. In July 2020, Krispy Kreme launched their redesigned and replatformed...Read More

Conscious Beauty at Ulta Beauty Educates, Guides & Simplifies Product Choices

  • October 16 2020
  • Resource: DailyNews

Ulta Beauty, the nation’s leading beauty retailer, launched Conscious Beauty at Ulta Beauty™ in all stores and on ulta.com this week. The first-of-its-kind, holistic initiative focuses on delivering transparency to inspire more...Read More

What Can We Do to Help You From an Association Standpoint? (PT.2) | Loyalty Live Throwback Thursday

  • October 15 2020
  • Resource: Multimedia

Loyalty360 is always looking for feedback from its members on what it can do from an association standpoint to help and assist its members in servicing customers. Mark Johnson, CEO of Loyalty360 recently spoke with various leaders in the...Read More

Loyalty360 Reads: October 15 | 1-800-FLOWERS.COM Introduces "Season of Sharing", American Cancer Society and Chevrolet Celebrate 10-Year Partnership, and More

  • October 15 2020
  • Resource: DailyNews

1-800-FLOWERS.COM Introduces "Season of Sharing" Holiday Gift Collection 1-800-FLOWERS.COM announced a nationwide holiday campaign to benefit No Kid Hungry. Now through December 24, the company will donate 20% of the Net Proceeds from...Read More

Panera To Label Climate-Friendly "Cool Food Meals" On Menu

  • October 15 2020
  • Resource: DailyNews

Panera says it is the first national restaurant company to label climate-friendly "Cool Food Meals" on its menu—those meals that have a low impact on the climate, making them a delicious way to help the planet. More than half of...Read More

As Cybercrimes Rise, Iris® Identity & Cyber Protection Keeps an Eye on Personal Devices

  • October 15 2020
  • Resource: DailyNews

If there were any doubts that electronic fraud and theft were on the rise, then look no further than the fact that the Federal Bureau of Investigation has its own Internet Crime Complaint Center (IC3) that handles just this particular type of...Read More

Forter Fraud Attack Index Ninth Edition Reveals Surges in Online Consumer Activity and Shifts in Fraud Attacks

  • October 14 2020
  • Resource: Loyalty Today

2020 has been marked by unprecedented global changes. The outbreak of the Coronavirus (COVID-19) has forever altered how individuals and businesses approach their day-to-day activities. For those in the commerce space, e-commerce activity has seen...Read More

Loyalty360 Reads: October 14 | Kohl’s Offers Convenient Shopping Experience This Holiday, Monster Energy And Street Artist RISK Create A Juice Monster 'Khaotic' Inspired Car, and More

  • October 14 2020
  • Resource: DailyNews

Kohl’s Offers Customers Gifts, Convenient Shopping Experience This Holiday Kohl’s announced plans to make it easier than ever for customers to find great holiday gifts for everyone in their life at an exceptional value with a safe and...Read More

Kroger Launches Chefbot, a First-of-Its-Kind AI Twitter Tool

  • October 14 2020
  • Resource: DailyNews

The Kroger Co. launched the first generation of Chefbot, its AI-powered Twitter recipe tool that helps users' pair the groceries in their fridge and reduce food waste by providing mealtime inspiration and personalized recommendations...Read More

PDI Releases 2020 Study Revealing the Impact of COVID-19 on Loyalty Programs and Rewards Currencies

  • October 14 2020
  • Resource: DailyNews

PDI, a global provider of ERP, fuel pricing, supply chain logistics, and loyalty solutions for the convenience retail and petroleum wholesale industries, has released its 2020 Road to Rewards Report: Navigating Loyalty in a Pandemic. The 5th...Read More

Four Risks to Consider When Planning for Digital Transformation

  • October 13 2020
  • Resource: Loyalty Today

We’re all talking about it. Digital Transformation.  The problem is, if you don’t take the time to talk about the end goals at the start of the digital transformation journey, you’re setting your business up for...Read More

Loyalty360 Reads: October 13 | Best Buy Kicks Off Black Friday On Oct. 13-14, kathy ireland Worldwide Partners with Luminance Brands, and More

  • October 13 2020
  • Resource: DailyNews

Best Buy Kicks Off Black Friday On Oct. 13-14 With Amazon Prime Day deals arriving next week, other major retailers are dropping their own Prime Day sales to compete. Target’s Deal Days is happening next week and Walmart Prime Day deals...Read More

USA Today Readers Name Wyndham Rewards Best Hotel Loyalty Program for a Third Consecutive Year

  • October 13 2020
  • Resource: DailyNews

Wyndham Rewards has once again been named the best hotel loyalty program in the USA Today 10Best Readers' Choice Awards, and that its Wyndham Rewards® Visa® Card has been named the best travel and hotel co-branded credit card. This...Read More

Checkout-Free Convenience Store Opens On Texas College Campus

  • October 13 2020
  • Resource: DailyNews

Checkout-free technology is growing in popularity among food retailers looking to reduce friction for customers, and the pandemic is helping to amplify the trend by highlighting the advantages of letting shoppers exit stores quickly.Standard&rsquo...Read More

Why Membership Loyalty Is So Effective and Can Help Your Brand’s Future

  • October 12 2020
  • Resource: Loyalty Today

Although membership loyalty seems like a new trend, the fact is it has been around for many years.In retail, warehouse clubs have been using membership models for years.Costco and BJ’s have built their respective businesses around charging...Read More

Brands Learn to Pivot to Engage Loyal Customer During Pandemic

  • October 12 2020
  • Resource: In-Depth Exclusives

  With the coronavirus pandemic changing the landscape for consumer brands on a near-daily basis, it is more important than ever for those companies to engage and grow their existing customer base. Brands that are weathering the storm seem...Read More

Loyalty360 Reads: October 12 | Tractor Supply Completes Pet Celebration With $200,000 Donation, McDonald’s Sweetens Up Breakfast, and More

  • October 12 2020
  • Resource: DailyNews

Tractor Supply Completes Pet Celebration With $200,000 in Donations Tractor Supply Company has announced the eight winning animal rescue organizations of its over $200,000 Rescue Your Rescue social media contest, held in partnership with Canidae...Read More

ICF Next Says Learning to Pivot is What’s Important for Brands

  • October 12 2020
  • Resource: DailyNews

Some may see 2020 as a year of disaster in the retail market, but ICF Next Senior Partner Tom Madden sees plenty of opportunities for businesses to learn and grow in this challenging time. “There are plenty of industries that are doing...Read More

Smoothie King Encouraging Healthier Lifestyles with its Fast-Food Coupon Swap

  • October 12 2020
  • Resource: DailyNews

Smoothie King is encouraging better meal choices with a Fast-Food Coupon Swap. From October 6 – 15, present any digital or physical coupon from another quick-service restaurant at checkout, and Smoothie King will knock $2 off your smoothie. ...Read More

7 Strategies for Customer Retention That Really Work

  • October 09 2020
  • Resource: Loyalty Today

Customer retention in marketing has long taken a back seat to acquisition. Now higher customer expectations, changing business objectives and a fluctuating economy are causing many brands to make it a priority. As marketers place a greater focus...Read More

Loyalty360 Reads: October 9 | Papa John’s Raises More Than $3 Million with the Shaq-A-Roni Pizza, Hank’s Gourmet Beverages Inks NYC-Metro Distribution Deal, and More

  • October 09 2020
  • Resource: DailyNews

Papa John’s Raises More Than $3 Million with the Shaq-A-Roni Pizza Papa John’s announced the company raised more than $3 million through sales of the Shaq-a-Roni pizza for The Papa John’s Foundation for Building Community, which...Read More

Kroger Launches On-Premise Ghost Kitchens in Partnership with ClusterTruck

  • October 09 2020
  • Resource: DailyNews

The Kroger Co., America's largest grocery retailer, announced the launch of two on-premise kitchens, respectively at stores in Metro Indianapolis, IN and Metro Columbus, OH. Developed in partnership with ClusterTruck, a technology start-up...Read More

Petco Ends the Sale of Electronic "Shock" Collars, Rebrands as the Health and Wellness Company for Pets

  • October 09 2020
  • Resource: DailyNews

Petco says it has stopped selling specific electronic "shock" collars, strengthening its commitment to positive reinforcement training methods and solidifying the company's evolution from a leading pet specialty retailer to a...Read More

Without 3rd-Party Cookies and IDFA, are Consumers Really Better Off?

  • October 08 2020
  • Resource: Loyalty Today

Apple’s recent iOS 14 IDFA announcement, which followed Google’s January third-party cookie deprecation announcement, has made industry waves. It is the latest change in the clear trend of identifier deprecation that started in...Read More

Loyalty360 Reads: October 8 | Natural Grocers Launches Free, Virtual Nutrition Education Program, Burger King Is Replying to Complaints About McDonald's, and More

  • October 08 2020
  • Resource: DailyNews

Natural Grocers Launches Free, Virtual Nutrition Education Program As part of Natural Grocers' deep commitment to supporting the health and wellbeing of the communities it serves, America's Nutrition Education Experts announce an...Read More

Garanti BBVA Signs Declaration of Corporate Social Responsibility of the UN Global Compact

  • October 08 2020
  • Resource: DailyNews

On the occasion of the United Nations’ 75th anniversary, Garanti BBVA signed the Declaration of Business Leaders, sealing its commitment towards creating a fairer, more sustainable and more inclusive world, as well as to take on current...Read More

Venmo Launches Credit Card with Scannable QR Code, Personalized Cash-Back Rewards

  • October 08 2020
  • Resource: DailyNews

Venmo introduced its first-ever Venmo Credit Card, issued by Synchrony and powered by the Visa network, which gives customers automatic cash back on every eligible purchase, a personalized rewards experience, and the ability to manage the card...Read More

What Can We Do to Help You From an Association Standpoint? | Loyalty Live Throwback Thursday

  • October 08 2020
  • Resource: Multimedia

Loyalty360 is always looking for feedback from its members on what it can do from an association standpoint to help and assist its members in servicing customers. Mark Johnson, CEO of Loyalty360 recently spoke with various leaders in the...Read More

Loyalty360 Reads: October 7 | 7-Eleven giving away free pizza on Sunday, Impact Kitchen Relaunches With New Tech Suite and Ordering App, and More

  • October 07 2020
  • Resource: DailyNews

7-Eleven giving away free pizza on Sunday 7-Eleven is offering customers an entire pizza for free on Sunday if they order through the convenience store chain's 7NOW delivery app. "The only thing better than hot pizza is free hot pizza...Read More

Bed Bath & Beyond Unveils Plan To Bring A Little Holiday Magic Back

  • October 07 2020
  • Resource: DailyNews

Bed Bath & Beyond unveiled its plan to bring a little holiday magic back with inspirational ideas and products, faster, safer and more convenient shopping services, and great value all season long. The Company will make it easier than ever to...Read More

Coffee Subscription Company Leaves Social Media, Sees Growth in Sales & Customer Loyalty

  • October 07 2020
  • Resource: DailyNews

On May 20, Crema.co formally abandoned all forms of social media, leaving behind only a short video explaining their departure. The company has shifted its focus to provide its existing customers with more value through their weekly newsletter...Read More

Marketers Discover Growing Way to Reach Consumers: U.S. Postal Service

  • October 07 2020
  • Resource: DailyNews

One of the newest areas marketers are using to reach consumers also happens to be one of the oldest: the U.S. Post Service, which several years ago launched Informed Delivery as a service to households to see via email the items coming to their...Read More

How COVID-19 has Impacted Customer Loyalty and What You Can Do About It [Infographic]

  • October 07 2020
  • Resource: Loyalty Today

COVID-19 has changed retail in an unimaginable way.Loyalty was hard before, but consumer shopping behaviors have changed along with expectations.If your goal is to continue building loyalty post-pandemic, it’s going to take a new mindset to...Read More

Why an October Prime Day Makes Sense for Amazon

  • October 07 2020
  • Resource: Research and Reports

Did you know 76% of consumers prepare and research prices before shopping on Prime Day?Although Prime Day has been pushed back three months, many consumers have been waiting for this online shopping event all year. Get insight into why Prime Day...Read More

Balancing Brand Adaptability and Authenticity

  • October 06 2020
  • Resource: Loyalty Today

Somber piano music plays and the camera pan across empty streets.We see Zoom calls taking place in makeshift home offices. Virtual happy hours with family and friends.The voiceover begins.“In these uncertain times…” ...Read More

Loyalty360 Reads: October 6 | Cinemark Giving Away Private Halloween Watch Parties, SAP to Acquire Emarsys, and More

  • October 06 2020
  • Resource: DailyNews

Cinemark Giving Away Private Halloween Watch Parties Cinemark is making sure that no matter what the weather looks like this year, it is going to be a "boo-tiful" Halloween. The movie theater chain is giving away 1,000 private Halloween...Read More

Accor Announces ‘Re-Group with the Love of Leisure’ Offering for Group Travel

  • October 06 2020
  • Resource: DailyNews

Accor, a leading augmented hospitality group, announced their new B2B group offering, ‘Re-Group with the Love of Leisure’. The promotion aims to give group organizers the confidence and assurance that booking a group visit to one of...Read More

Air Canada Makes Using eUpgrades Easier, More Rewarding for Aeroplan Members

  • October 06 2020
  • Resource: DailyNews

Air Canada is introducing improvements to eUpgrades in advance of the relaunch of its Aeroplan program on November 8. These improvements will make it easier for Air Canada Status members to use their eUpgrade credits, while improving the value and...Read More

How Companies Can Take Full Advantage of Checkout-Free and Remote Order Entry Systems Taking Over the Retail Sector

  • October 05 2020
  • Resource: Loyalty Management

Many retailers have increased their adoption of contactless checkout in an effort to follow social distancing guidelines, especially in sports stadiums across the United States. Joe Scioscia, vice president of sales at VAI, discusses why checkout...Read More

Loyalty360 Reads: October 5 | Shoe Carnival Goes Pink, Sephora Expands Racial Diversity Push, and More

  • October 05 2020
  • Resource: DailyNews

Shoe Carnival Goes Pink in Partnership with American Cancer Society Shoe Carnival, a leading retailer of moderately priced footwear and accessories, announced Friday that for the past five years, Shoe Carnival has partnered with the American...Read More

Building a True Brand Community

  • October 05 2020
  • Resource: DailyNews

In this day and age of digital marketing, having a solid online community to advocate for a brand or product is paramount to building customer engagement, and hopefully, improving loyalty. That is the reason why Vesta, a community marketing...Read More

IHG Hotels & Resorts Reveals New Data About the U.S. Summer Vacation in 2020

  • October 05 2020
  • Resource: DailyNews

'Staycation' was undoubtedly the travel buzzword of 2020. With travel restrictions limiting people jetting off to far-flung destinations for some of the summer months this year, Americans looked to explore what was on their very own...Read More

Nordstrom Launches BEAUTYCYCLE Nationwide

  • October 05 2020
  • Resource: DailyNews

Nordstrom has begun BEAUTYCYCLE, the first beauty take-back and recycling program accepting all brands of beauty packaging at a major retailer. Each year, more than 120 billion units of plastic packaging are produced by the beauty industry, but...Read More

4 Steps to Setting Up Customer Service Programs for Long Term Success

  • October 05 2020
  • Resource: Loyalty Management

The last several months have taught businesses that the current environment of remote work isn’t going away any time soon. While the initial move was swift and left a lot of companies to fix environmental and technology issues post...Read More

How Should Marketers Consider Customer Loyalty Going Forward? | Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 2, EP. 5

  • October 02 2020
  • Resource: Multimedia

We asked leaders in brand loyalty and customer experience, "If marketers (your clients) weren't tied to existing constraints (financial or situational), how should they consider customer loyalty going forward?" Thanks to our...Read More

Loyalty360 Reads: October 2 | Jennifer Lopez and Yoplait Challenge Families to Dance, McDonald's Announces Scholars, and More

  • October 02 2020
  • Resource: DailyNews

Jennifer Lopez and Yoplait challenge families to dance and play for a cause Yoplait is teaming up with Jennifer Lopez to inspire families to move together with “It’s Yoplaitime.” Hosted on Instagram by the dancing legend...Read More

Karisma Launches ABEO Travelers Club

  • October 02 2020
  • Resource: DailyNews

Karisma Hotels & Resorts, the luxury resort collection of award-winning properties in Mexico and the Caribbean, announced the launch of ABEO Travelers Club and Exotic by ABEO, the brand’s newly revamped travelers club with five distinct...Read More

Inspire Brands Invests in Online Ordering Solution ItsaCheckmate

  • October 02 2020
  • Resource: DailyNews

Inspire Brands announced Wednesday that it has entered into a preferred customer relationship with ItsaCheckmate, a solution that integrates multiple online ordering platforms into point-of-sale systems. Inspire will also be a strategic partner to...Read More

Loyalty360 Reads: October 1 | El Pollo Loco Brings Curbside Pickup National, Walmart Unveils New Store Design With Self-Checkout Kiosks, and More

  • October 01 2020
  • Resource: DailyNews

El Pollo Loco Brings Curbside Pickup National El Pollo Loco has started curbside pickup, giving customers a faster and easier way to access their favorite menu items from the safety and convenience of their vehicle. The curbside innovation comes...Read More

Amazon Unveils a Way to Pay With Just Your Hand in Stores

  • October 01 2020
  • Resource: DailyNews

Amazon has launched Amazon One, a new biometric technology that enables shoppers to enter and pay for items at stores by placing their palm over a scanning device. In order for it to work, users first have to connect their palm to a stored credit...Read More

The Home Depot Expands Pro Xtra Loyalty Program

  • October 01 2020
  • Resource: DailyNews

The Home Depot, the world’s largest home improvement retailer, today announced the launch of its expanded Pro Xtra loyalty program with new benefits to recognize and reward its Pro customers. Pro Xtra members can now earn rewards just for...Read More

Convenience and Fuel Retailers Working to Adapt to new Consumer Habits

  • October 01 2020
  • Resource: DailyNews

Convenience stores and fuel stations are having a rough go of it in 2020, as the change in work and driving habits by many consumers have affected that retail sector significantly.According to the most recent industrywide data from the National...Read More

Making Marketing Fun: 5 Successful Gamification Examples

  • October 01 2020
  • Resource: Loyalty Today

Some of the most effective marketing happens when consumers are so engaged that they don't realize they're being marketed to. That's why many successful brands have turned to gamification, or behavioral economics. It can better...Read More

BJ Fogg, PhD and Loyalty360 to Present Foundations in Behavior Design Workshop | Loyalty360 Member Exclusive

  • September 30 2020
  • Resource: DailyNews

BJ Fogg, Ph.D., is a behavior scientist at Stanford University, with deep experience in innovation and teaching. While he shares time between Stanford and industry teaching & innovation, on the industry side, BJ trains innovators to use his...Read More

Creating Positive Energy in Everything You Do

  • September 30 2020
  • Resource: Loyalty Today

In this week’s episode of the Red Shoes Living Podcast, Lonnie Mayne talks with former world record holder and Olympian, Willie Banks.  Willie talks with us about how to be a renaissance individual and leader...Read More

Introducing Contactless Loyalty: 4 Tips to Build Customer Connections in an Increasingly Contactless World

  • September 30 2020
  • Resource: Loyalty Management

2020 jolted us into reevaluating in-person interactions—from shopping to socializing to completely restructuring the workplace. Creating customer loyalty has always been a challenge for brands, even during face-to-face interactions. Absent...Read More

Frequent Flyers Poised to Lead the Travel Recovery

  • September 30 2020
  • Resource: Loyalty Management

With many summer getaways put on hold due to ongoing restrictions and unclear travel booking advice, and another holiday season just around the corner, many people are asking the same question – when can we expect any sense of travel...Read More

Loyalty360 Reads: September 30 | New Wyndham Rewards Earner Cards, First Small Business Card, Rite Aid Foundation Supports Wildfire Relief, and More

  • September 30 2020
  • Resource: DailyNews

New Wyndham Rewards Earner Cards, First Small Business Card Wyndham Hotels & Resorts and Barclays announced an updated credit card suite designed with road trippers and road warriors in mind: the Wyndham Rewards Earner Card, the Wyndham...Read More

Meet Gap Inc.’s New Head of Loyalty & Partnerships, Anka Twum-Baah

  • September 30 2020
  • Resource: DailyNews

Meet Anka Twum-Baah, Gap’s new head of loyalty and partnerships. As a female leader impacting the tech industry, Anka is hyper-focused on the customer experience, customer retention, and building loyalty in major ways. Proof in point, her...Read More

New HTK Products Aim to Make Promotions More Strategic and Personalized

  • September 30 2020
  • Resource: DailyNews

Just because a customer qualifies for a promotional offer, says HTK’s Pete Thompson, doesn’t necessarily mean it’s a good idea to send them one. “Sometimes it’s not good for a retailer’s bottom line,&rdquo...Read More

How to Improve Customer Loyalty Beyond Millennials and Gen Z

  • September 29 2020
  • Resource: Loyalty Today

In your quest to target high-value customers, are you leaving a lot of potential revenue on the table? You may not think so, but our recent report, Brand Loyalty 2020: The Need for Hyper-Individualization, shows that there are some...Read More

Loyalty360 Reads: September 29 | Domino's Promotes Recycling to Customers, Verizon Becomes Official 5G partner of NHL, and More

  • September 29 2020
  • Resource: DailyNews

Domino's Delivering Neighborhood Recycling Information to Customers Domino’s Pizza, the largest pizza company in the world based on global retail sales, wants to increase the amount of pizza boxes entering the recycling stream. Domino...Read More

America's Best Beverage Announces Broadening of Direct-to-Consumer Sales

  • September 29 2020
  • Resource: DailyNews

America's Best Beverage, the family-owned beverage company known for its specialty coffee roasting and tea production, says it is expanding its direct-to-consumer sales efforts for America's Best Coffee Roasting Company via Amazon and...Read More

Largest Used Car Retailer Completes Roll Out of Online Car Buying Nationwide

  • September 29 2020
  • Resource: DailyNews

CarMax, the nation’s largest retailer of used cars, says it completed its omni-channel rollout which empowers customers to buy a car on their terms – online, in-store, and a seamless integration of both. The announcement was made in...Read More

Why CX Should Be a Partnership Between Business and IT

  • September 28 2020
  • Resource: Loyalty Today

Customer experience (CX) can make or break an organizationCompetition among businesses for customers has never been fiercer, with customer loyalty as the top prize. A true focus on CX means involving many departments and teams – and without...Read More

Loyalty360 Reads: September 28 | Ally Lending Announces Relationship With Sezzle, Bausch Health Releases Annual CSR Report, and More

  • September 28 2020
  • Resource: DailyNews

Ally Lending Announces Relationship With Sezzle Ally Lending, the personal lending arm of Ally Bank, a subsidiary of Ally Financial Inc. is adding to its retail market lending offerings via an agreement with Sezzle, a fast-growing installment...Read More

Instacart and Sephora Partner to Launch Same-day Delivery Across North America

  • September 28 2020
  • Resource: DailyNews

Grocer delivery company Instacart and beauty omni-retailer Sephora, will partner to offer same-day delivery in as fast as an hour from nearly all Sephora store locations across North America. Sephora is now available on the Instacart marketplace,...Read More

Wyndham Goes High Impact, Low Contact with New Mobile App

  • September 28 2020
  • Resource: DailyNews

Wyndham Hotels & Resorts, the world's largest hotel franchising company with more than 9,000 hotels across approximately 90 countries, launched its new mobile app for iOS and Android that prioritizes low-contact in-stay features and is...Read More

Loyalty360 Reads: September 25 | Reports Says McDonald’s Working on First Loyalty Program, Sling TV Launches Co-watching Feature, and More

  • September 25 2020
  • Resource: DailyNews

Reports Says McDonald’s is Working on First-ever Food Loyalty Program The New York Post reports that McDonald’s is quietly gearing up to test a food loyalty program to boost pandemic sales. The article says that’s the word on...Read More

Amazon launches “Climate Pledge Friendly” program

  • September 25 2020
  • Resource: DailyNews

Amazon has started Climate Pledge Friendly, a new program to help make it easy for customers to discover and shop for more sustainable products. Customers will now see the Climate Pledge Friendly label when searching for more than 25,000 products...Read More

United Launches Online 'Map Search' Feature, A First Among U.S. Airlines

  • September 25 2020
  • Resource: DailyNews

United today announced that it is the first U.S. airline to introduce an interactive map feature powered by Google Flight Search Enterprise Technology. Customers can access Map Search on United.com to easily compare and shop for flights, based on...Read More

Innovation Interviews: Customer Experience Innovation in Retail

  • September 25 2020
  • Resource: Loyalty Today

When the pandemic hit the US back in March, the world changed overnight. Industries that relied on in-person interaction needed to figure out how to navigate this new normal while retaining customers. One industry hit hard was retail, which had...Read More

[PODCAST] Brand Compilation: How are you dealing with Covid-19?

  • September 25 2020
  • Resource: DailyNews

    Mark Johnson, CEO of Loyalty360, had the chance to ask various major brands how the have dealt with the Covid-19 pandemic. In this podcast, we bring you responses from the following industry leaders:  Johannes Ariens, the CEO...Read More

Roadmapping & Increasing Customer Loyalty | Loyalty360's Throwback Thursday

  • September 24 2020
  • Resource: Multimedia

We asked leaders in brand loyalty and customer experience two questions: 1. "What is coming up on your roadmap, and how are you developing the roadmap?" 2. "How do we continue to increase customer loyalty?" In this video...Read More

Loyalty360 Reads: September 24 | Starbucks to Offer Rewards Members More Ways to Pay and Earn, Ocean Spray Launches National Recycling Program with TerraCycle, and More

  • September 24 2020
  • Resource: DailyNews

Starbucks to Offer Rewards Members More Ways to Pay and Earn Stars Starbucks announced plans to update its industry-leading Starbucks Rewards loyalty program by giving members more payment options and ways to earn Stars through the Starbucks app....Read More

Taco Box: Helping San Diego Restaurants With Pizza-Delivery-Inspired Taco Bars

  • September 24 2020
  • Resource: DailyNews

Trivr Eats, the first virtual restaurant franchise company, and Urge Gastropub & Common House San Marcos opened the virtual doors of the very first Taco Box franchise. Their partnership provides family-style taco bars via takeout or delivery...Read More

Mars Food Announces The Uncle Ben’s Brand Will Change Its Name To Ben’s Original

  • September 24 2020
  • Resource: DailyNews

Mars Food will change Uncle Ben’s Brand to Ben’s Original, signaling the brand’s ambition to create a more inclusive future while maintaining its commitment to producing the world’s best rice. “Over the last several...Read More

3 Ways the Walmart+ Launch Will Change Loyalty Forever

  • September 24 2020
  • Resource: Loyalty Today

The launch of Walmart+ happened today, but Amazon was one of the first to launch a premium loyalty program, Prime, back in 2005.With more than 150 million members, Prime is now, arguably, the best loyalty program of all time.Since...Read More

Back to School with the E-Comm Experts: 3 Ways Nixon is Adapting to the New Normal & Preparing for the 2020 Holiday Season

  • September 23 2020
  • Resource: Loyalty Today

I recently had the chance to sit down with Gary Penn, Global VP of Digital and E-Commerce at Nixon, to discuss some of the lessons he and his team quickly learned over the last few months as the world of retail changed, and how they’re...Read More

Apricot Lane Boutiques Growing Customer Base with Local ownership, PT. II

  • September 23 2020
  • Resource: In-Depth Exclusives

  Here is Part II of a recent Q&A we did with Stewart; you can read Part I here, and also watch a video interview with him here. Patrick Stewart is CEO of Apricot Lane Boutiques, which has 75 locations throughout the U.S. and growing. He...Read More

Retail Vision: Balancing Expectations and Reality

  • September 22 2020
  • Resource: Loyalty Today

Defining success for any vision begins with asking, “What does success look like?” As with any good strategy, we begin the year with a clear set of objectives and key results to measure along the way. When change happens, whether...Read More

Apricot Lane Boutiques Growing Customer Base with Local ownership, PT. I

  • September 21 2020
  • Resource: In-Depth Exclusives

 Patrick Stewart is CEO of Apricot Lane Boutiques, which has 75 locations throughout the U.S. and growing. He has an extensive career in retailing, and came to Apricot Lane in 2018 after a three-year stint as chief marketing officer for Sears...Read More

Designing a Better Telehealth Experience

  • September 21 2020
  • Resource: Loyalty Today

 Demand for telehealth set to soar 65%. $250b to shift to telehealth after COVID-19. Telehealth forecasted to grow sevenfold by 2025. Telehealth claim lines increased 4,347% nationally.These are just some of the headlines highlighting the...Read More

Digital Transformation and Loyalty

  • September 18 2020
  • Resource: Loyalty Today

With today’s desire to create customer-obsessed, hyper-personalized experiences, it’s getting harder to deliver value to our best consumers. The challenge is in aligning customer needs to business objectives, which requires...Read More

The Ultimate Guide to Loyalty Management

  • September 17 2020
  • Resource: Research and Reports

It’s no wonder that loyalty management is such a hot topic among retailers today. If you’re in retail, you’re thinking about it. But loyalty management is also a complex topic. Your loyalty program touches so many parts of your...Read More

Webinar with Loyalty 360: Future-Proofing Customer Loyalty

  • September 17 2020
  • Resource: Loyalty Today

Like it or not, customer loyalty is changingDue to heavy investment in the customer experience by a handful of market leaders, consumers have increasingly raised their expectations of brands over the past several years. Today, they expect more...Read More

Authors & Academia Podcast: Tom Nichols’ Death of Expertise Examines How Public Has Grown Increasingly Hostile to Experts, PT. II

  • September 17 2020
  • Resource: In-Depth Exclusives

  Tom Nichols could impress anyone by the fact that he is a five-time Jeopardy! champion, and ranks as one of the best who has played the TV game. Add to it that he is a professor of National Security Affairs at the U.S. Naval War College...Read More

Three Impacts of COVID-19 on Capital Markets

  • September 16 2020
  • Resource: Loyalty Today

  From health alarms to adjusting to working from home to greater social awareness, we’re all seeing the impact of COVID-19 in both subtle and stark ways. Similarly, the way the world invests and moves money in our global capital...Read More

Do Premium Loyalty Members Shop With You More?

  • September 15 2020
  • Resource: Loyalty Today

As a retailer, you want high customer retention rates and loyal customers who shop regularly.And your customers want your brand to recognize them in a personalized way. They want to feel a sense of belonging. They want to know that you understand...Read More

Authors & Academia Podcast: Tom Nichols’ Death of Expertise Examines How Public Has Grown Increasingly Hostile to Experts, PT. I

  • September 15 2020
  • Resource: In-Depth Exclusives

  Tom Nichols could impress anyone by the fact that he is a five-time Jeopardy! champion, and ranks as one of the best who has played the TV game. Add to it that he is a professor of National Security Affairs at the U.S. Naval War College...Read More

Why The Time For Digital Transformation is Now

  • September 14 2020
  • Resource: Loyalty Today

Digital transformation goes hand in hand with a change in a company's thinking, culture, and leadership. It's about welcoming innovation and embracing technology, new business models, and working practices to deliver greater customer value...Read More

Sparking Action to Change Behavior: The Power of Influencers

  • September 11 2020
  • Resource: Loyalty Today

To inspire Americans to help “flatten the curve,” public health officials can find support in surprising places.Changing behavior is not easy. ICF Next’s social marketing team tackles this challenge every day, developing and...Read More

Beyond The Fun, How Gamification Adds Science to Your Customer Loyalty

  • September 11 2020
  • Resource: Research and Reports

Over the long term, the return on investment (ROI) in customer loyalty pays off better than any discounts and coupons. Keeping an existing customer costs 5x less than acquiring a new one. Loyal customers also deliver a greater lifetime value ...Read More

Customer Experience & Loyalty During Uncertain Times | Loyalty360's Throwback Thursday

  • September 10 2020
  • Resource: Multimedia

We asked leaders in brand loyalty and customer experience, “How do you believe this crisis and uncertainty will impact overall customer experience and/or customer loyalty?” In this video, Loyalty360 features: Aaron Roy, Wami Rick...Read More

Crisis Drives AI and Authenticity in Social Customer Care

  • September 09 2020
  • Resource: Loyalty Management

The right social media management strategy has never been a bigger challenge for today’s brands. The human need for connection is especially critical when we are faced with a crisis such as the current health pandemic. Social media is one of...Read More

Rapid Response: 4 Lessons C-Stores Taught Us About Creating Differentiated Customer Experiences

  • September 08 2020
  • Resource: Loyalty Today

From the way we get our hair cut to the way we shop to the way companies do business, COVID-19 has forced everyone to change the way they operate, including convenience retailers. In this video, Greg Phillips, vice president of account...Read More

C-Store Shopper Report | Exploring the Global Convenience Retail Environment

  • September 08 2020
  • Resource: Research and Reports

The 2020 C-Store Shopper Report comes amid a backdrop of unexpected and unprecedented change. Now, more than ever, convenience retailers are relying on the power of loyalty to provide the insights they need to compete smarter and drive profitable...Read More

The Importance of Understanding the Data—and What it May (or May Not) Be Telling Us

  • September 04 2020
  • Resource: Loyalty Today

Using data is a great way to tell a story. Be careful it doesn’t tell the wrong one.In today’s world, data has become a critical component of our professional and personal daily lives. It helps us decide where to buy a home, what...Read More

Zero Party Data : How Are You Advising Clients on Best Practices? | Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 2, EP. 4

  • September 04 2020
  • Resource: Multimedia

We asked leaders in brand loyalty and customer experience, "There is a great deal of focus on Zero (Declared) party data, how are you advising clients / prospective clients on best practices?" Thanks to our members from Jebbit, Clarus...Read More

Quiz: Discover Your Company’s Personalization Score

  • September 03 2020
  • Resource: Loyalty Today

Today’s consumers are fiercely loyal to their favorite brands, but the competition for that loyalty is just as fierce. In our recent survey of 2,000 U.S. consumers, we found that over half (58%) are more loyal to brands than they were...Read More

A Guide To Building Customer-Centric Loyalty Programs: 16 Actionable Strategies

  • September 02 2020
  • Resource: Research and Reports

Customer loyalty’ has taken on new meaning in the wake of the COVID-19 crisis. The traditional definition of loyalty is being challenged by the new normal, and needs to be redefined. At a time when consumers are more willing to switch brands...Read More

A New Era of Retail: 5 Ways Brands Are Changing Strategies in Response to COVID-19

  • September 02 2020
  • Resource: Loyalty Today

Online e-commerce has become a mainstream part of life amid the COVID-19 pandemic. Every retailer has had to quickly adapt their business approach to find creative ways to meet the unforeseen challenges that the COVID-19 virus has presented...Read More

Crafting Effective Data Visualizations

  • September 01 2020
  • Resource: Loyalty Today

At first blush, quickly capturing important business information with data visualization seems like a clear-cut illustration of the phrase “A picture is worth a thousand words.” A well-designed visualization can show key insights at a...Read More

Finding Your Voice: Why Communication in Times of Transformation Matters Now More Than Ever

  • August 31 2020
  • Resource: Loyalty Today

In these unprecedented times, and as coronavirus prompts epic social and economic transformation, communication is more critical than ever. Not only what we communicate, but how we communicate can make the difference between understanding and...Read More

Marketers Play a Vital Role In Digital Transformation

  • August 31 2020
  • Resource: Loyalty Management

Leena Iyar is the chief brand officer at Moxtra, where she is responsible for all aspects of the company’s marketing efforts, including strategy, brand awareness, growth marketing, public relations and customer communications. She is a...Read More

Adjusting to America’s New Shopping Routine

  • August 31 2020
  • Resource: Loyalty Management

At the start of the COVID-19 crisis, consumer shopping behavior changed dramatically -- widespread ‘panic buying’ ensued, brand names became less important and more people turned to ecommerce. In fact, 76 percent of people said they...Read More

COVID-19 Survey: American Frequent Traveler Attitudes Dip Further Amid Embrace of Masks

  • August 28 2020
  • Resource: Loyalty Today

As COVID-19 cases surge across the country, American frequent travelers recognize the importance of public health measures—but feel more pessimistic about future travel and the trajectory of the pandemic.Editor’s Note (8/24/2020): This...Read More

Overview of Customer Loyalty Offerings | Loyalty360's Throwback Thursday

  • August 27 2020
  • Resource: Multimedia

We asked leaders in brand loyalty and customer experience, “Can you give us an overview of your customer loyalty offering, and how it is unique to the market?” In this video, Loyalty360 features: Kim Welther, Baesman Carlos Dunlap...Read More

Offering BOPIS, Without the Fear of Fraud and Abuse

  • August 27 2020
  • Resource: Loyalty Today

Amid a changing global commerce climate where optimized omnichannel experiences are more important than ever, merchants must ensure that they have an efficient Buy Online Pickup In Store (BOPIS) / curbside pickup workflow in place. BOPIS and...Read More

Fast-Tracking Contactless Payments

  • August 26 2020
  • Resource: Loyalty Today

When was the last time you used your phone to make an in-store purchase? If you’re from the U.S., the likelihood that you are now using some form of contactless payment, such as tap-to-go credit cards and mobile wallets, has skyrocketed...Read More

What is Customer Acquisition Cost (CAC) and How to Calculate It

  • August 25 2020
  • Resource: Loyalty Today

Every customer you attract costs money, and getting the balance right between how much you pay to attract a customer, and how much that customer is worth to your business is one of the most important ones to get right. In this guide, we look at...Read More

Delivering Great Government Customer Service in Times of Need

  • August 24 2020
  • Resource: Loyalty Today

When I say, “government customer service,” what do you think of first? Standing in line at your local registry of motor vehicles? Waiting on hold to speak to someone about your unemployment payment? Or maybe it’s the ease with...Read More

How to Prepare Your Business for New Online Shoppers

  • August 21 2020
  • Resource: Loyalty Today

The Coronavirus (COVID-19) climate has changed the retail landscape. Merchants that once had a store-first approach are in the middle of an accelerated process in which buyers are switching from purchasing both “essential” and &ldquo...Read More

What Will Loyalty Look Like in 2025? | Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 2, EP. 3

  • August 21 2020
  • Resource: Multimedia

We asked, "What will Loyalty look like in 2025? How should we as an industry be looking at / making moves to get to what that envisioned future will be?." Thanks to our members from PK, Formation, Clarus Commerce, Red Shoes Living...Read More

The Drive for Data: The Future of Automotive Marketing in a Customer-Centric World

  • August 20 2020
  • Resource: Loyalty Management

The automotive industry has long maintained a complicated relationship with the internet. An acceleration of efforts to shift to digital retailing, due in part to the impact of the coronavirus pandemic, is seeking to resolve the complications...Read More

The Future of CJX– Accelerating Digital Experiences

  • August 20 2020
  • Resource: Loyalty Management

Companies across the world buttoned up their business plans and growth projections nearly a year ago in anticipation of the possibilities a new decade would bring for organizations, employees and clients. Entering the “roaring twenties&rdquo...Read More

5 CX Strategies to Combat Covid-19’s Marketing Challenges

  • August 20 2020
  • Resource: Loyalty Today

No one can argue that the words “customer experience” have taken on a new definition among the challenges of COVID-19. We now live in a changed world where digital channels are no longer a choice, data is king and business models...Read More

5 Behavioral Segmentation Examples and How to Improve Them

  • August 19 2020
  • Resource: Loyalty Today

Customer behavioral data has become a high-value asset to marketing teams, brands and companies large and small. But what exactly are they all doing with this data? One common use is behavioral segmentation, a segmentation strategy that...Read More

Game-Changing Marketing Technologies for Effective Personalization

  • August 18 2020
  • Resource: Loyalty Today

Marketing organizations have been working for decades on personalization strategies that resonate with consumers and make them feel like valued individuals. For many B2C brands, classic personalization has been applying simple forms of data like...Read More

Holiday World Celebrating Holidays Year-Round | Matt Eckert, President of Holiday World | Part II

  • August 18 2020
  • Resource: In-Depth Exclusives

Theme parks have been an enjoyment for U.S. families for over 70 years, allowing visitors to enjoy themselves with a variety of options. Holiday World located in Santa Claus, Indiana, was the nation’s first theme park, opening in 1946...Read More

Five Ways COVID-19 Will Change Airline Loyalty

  • August 18 2020
  • Resource: Loyalty Management

Loyalty programs are exceptionally lucrative revenue channels for airlines. In fact, for some, they are the most profitable aspect of the business. The benefits of loyalty schemes are twofold for travel companies. Recognition is a powerful...Read More

Sentiment Analysis: What it is and How To Use it to Improve Customer Experiences

  • August 17 2020
  • Resource: Loyalty Today

Survey results, customer reviews, social media mentions, oh my. It’s a feedback-driven world, and our brands are just living in it.The days of relying on a great product or service to do your branding are behind us, which is why ...Read More

Logo design: How to Find the Perfect Symbol For Your Brand

  • August 14 2020
  • Resource: Loyalty Today

Finding the perfect symbol for your business is a task worth doing well. Here’s what to consider as you design your first company logo.What is a logo?From the golden arches of McDonalds to the Mercedes-Benz three-point star, logos are...Read More

Holiday World Celebrating Holidays Year-Round | Matt Eckert, President of Holiday World | Part I

  • August 13 2020
  • Resource: In-Depth Exclusives

Theme parks have been an enjoyment for U.S. families for over 70 years, allowing visitors to enjoy themselves with a variety of options. Holiday World located in Santa Claus, Indiana, was the nation’s first theme park, opening in 1946...Read More

Brand Loyalty 2020: The Need for HyperIndividualization

  • August 12 2020
  • Resource: Research and Reports

When we launched this survey back in the first quarter of 2020, we had no idea how much the world was about to change. Within a few short weeks, the coronavirus quickly spread across the globe, shuttering businesses and compelling most of us to...Read More

Evolving the Consumer Experience: Retail's Recovery and The Four Macrotrends Shaping its Post-COVID Future

  • August 12 2020
  • Resource: Research and Reports

Retail was one of the earliest industries to suffer immediate negative impact from the COVID-19 pandemic. Although retail is still suffering, as far as industries go, it is a resilient one. Despite all of this uncertainty, upheaval, and economic...Read More

Social Media Vs. The Trust Economy

  • August 12 2020
  • Resource: Research and Reports

Pick up a copy of Forbes ‘World’s Most Valuable Brands List’ and it’s easier to name the behemoths in the top 100 that haven’t curtailed social media ad spend for Zuckerberg et als failure to take tangible steps to...Read More

Why the Trust Economy Should Be the Guiding Light in Your Marketing Strategy

  • August 11 2020
  • Resource: Loyalty Today

While we’ve all had a good laugh at the many memes illustrating the dumpster fire 2020 has become, the reality is that this year has brought a fundamental shift in consumer behavior that is here to stay.  With all of...Read More

Loyalty Program Design and Validation: How to Build the Framework for a Meaningful and Measurable Program

  • August 10 2020
  • Resource: Loyalty Today

If you’re thinking about loyalty program design, these are some of the questions you’re considering:What should your program look like?Who should be involved in the process?How do you make sure your customers will like it?How can you...Read More

Rethinking Loyalty For Mobile

  • August 07 2020
  • Resource: Loyalty Today

Having a robust digital presence is unquestionably critical for any consumer brand. As digital technology continues to evolve at a rapid pace, consumer expectations of brands’ digital experiences evolve along with it. Those brands who invest...Read More

Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 2, EP. 2

  • August 07 2020
  • Resource: Multimedia

Welcome to Loyalty360’s Top 10 Leaders in Customer Loyalty Video Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders and Loyalty360...Read More

6 Things Tech Companies Should Know About Experience Management (XM)

  • August 06 2020
  • Resource: Loyalty Today

Customers love high tech, but they sometimes don’t love their experiences with it. However, when tech companies get experience management (XM) right, they’re richly rewarded. Here’s what you need to know...  1. With XM, you...Read More

Classic Cinemas Showcases Exceptional Customer Experience | Q&A with Chris Johnson, CEO – Part II

  • August 05 2020
  • Resource: In-Depth Exclusives

A favorite pastime for many, movie-going has always been an easy and entertaining way to get away from the real world – even if it is just for a few hours. Guests can sit back, take in a story, enjoy a fresh tub of popcorn and a cold drink...Read More

The Patient Cost of Healthcare Consumerism

  • August 05 2020
  • Resource: Loyalty Today

Consumerism is rapidly becoming a driving force in healthcare. According to one survey, consumerism was second only to industry consolidation as most top of mind for healthcare professionals. While healthcare consumerism may be topical, there...Read More

LOGE Focuses on Unique Outdoors Experiences: Q&A with Johannes Ariens, CEO, LOGE, Part II

  • August 04 2020
  • Resource: In-Depth Exclusives

Roughly half of the U.S. population — or more than 145 million people — say they participate in an outdoor activity each year, with about 18 percent saying running, jogging, or trail running was their preference. The survey by the...Read More

How the City of Houston Health Department is Using Technology to Speed Essential Contact Tracing

  • August 04 2020
  • Resource: Loyalty Today

In Texas, the state’s largest city is carefully getting back to business. And the responsibility for educating the public and helping slow the spread of the coronavirus falls to the Houston Health Department. Technology-enabled...Read More

The Impact of CCPA Enforcement

  • August 03 2020
  • Resource: Loyalty Management

Brands around the country, particularly those doing business in California, knew 2020 would be a challenging year long before the coronavirus pandemic ever hit American soil. The minute the clock struck midnight on January 1, marketing departments...Read More

7 Ways to Improve the Food Delivery Experience for Your Customers During COVID-19

  • August 03 2020
  • Resource: Loyalty Management

Online food ordering and delivery have been gaining ground for years now but have witnessed a recent boom due to the Coronavirus pandemic. Many restaurants around the world are still closed, and even with terraces open, restauranteurs have to find...Read More

“Your Feedback is Important to Us”: Automating a Better Approach to Customer Feedback

  • August 03 2020
  • Resource: Loyalty Today

If your business is competing on customer experience, chances are you’re collecting customer feedback. But how well is that feedback really serving your organisation and your customers?Feedback is hugely valuable – if you know what...Read More

When Travel Returns: Employee Engagement & Satisfaction

  • July 31 2020
  • Resource: Loyalty Today

Information around COVID-19 is a moving target with updates coming out several times a day. Once business travel starts up again, there will be restrictions and new procedures travelers will need to think about, and directives may vary...Read More

LOGE Focuses on Unique Outdoors Experiences: Q&A with Johannes Ariens, CEO, LOGE, Part I

  • July 30 2020
  • Resource: In-Depth Exclusives

Roughly half of the U.S. population — or more than 145 million people — say they participate in an outdoor activity each year, with about 18 percent saying running, jogging, or trail running was their preference. The survey by the...Read More

Season II Episode 1| Serve, Survive & Thrive during COVID-19

  • July 30 2020
  • Resource: Loyalty Today

In this episode of the Red Shoes Living podcast, Lonnie Mayne and Dr. Daisy Robinton discuss what it takes to navigate and to truly bear witness to what. We are all going through during these incredibly challenging times. Dr. Robinton talks about...Read More

Classic Cinemas Showcases Exceptional Customer Experience | Q&A with Chris Johnson, CEO – Part I

  • July 29 2020
  • Resource: In-Depth Exclusives

  A favorite pastime for many, movie-going has always been an easy and entertaining way to get away from the real world – even if it is just for a few hours. Guests can sit back, take in a story, enjoy a fresh tub of popcorn and a cold...Read More

How Unified Messaging Enables Brilliant Customer Service

  • July 29 2020
  • Resource: Loyalty Today

We’re all consumers of service. It’s something that each of us can identify with – we have ALL had both good service experiences and some that weren’t as good. And for those of us in the customer service industry, we can...Read More

Most People Aren’t Ready to Go Back to The Office Yet, but They’re Feeling More Confident Returning to Normal Life

  • July 28 2020
  • Resource: Loyalty Today

More than 60% of workers say they’d feel uncomfortable returning to a workplace right nowThree out of five people who switched to remote work during the pandemic said they prefer working at home to working in an officeAlmost 9 out...Read More

LOGE Taking Loyalty Programs to the Great Outdoors

  • July 28 2020
  • Resource: In-Depth Exclusives

  Johannes Ariens has not only walked a mile in his customer’s shoes as co-founder and CEO of LOGE — a recreationally-oriented hotel and camping concept — but he has gone one step further and slept in his car on many...Read More

How to Win Back Customers With Six Proven Methods

  • July 27 2020
  • Resource: Loyalty Today

The recession caused by the great lockdown is creeping into consumers' habits, and you might see its effects on your business everywhere. A sudden drop in purchases. Abysmal order numbers. Or your customers stopped using your service during...Read More

Inventory, Pricing and Promotion Strategies for the New Convenience Store

  • July 24 2020
  • Resource: Loyalty Today

In the fall of 1960, The Andy Griffith Show on CBS introduced Andy Taylor and his lovable sidekick Barney Fife to American audiences. Like many U.S. cities at the time, the tiny, fictional town of Mayberry, North Carolina prominently featured a...Read More

Loyalty360's Throwback Thursday | Thought Leaders in Customer Loyalty – Episode 5

  • July 23 2020
  • Resource: Multimedia

Loyalty360’s Throwback Thursday video series brings together several of the best responses from Loyalty360 member thought leaders on recent topics, trends, and discussions. In this video, we asked, "If you could ask a competitor or...Read More

The Great Reset

  • July 23 2020
  • Resource: Loyalty Today

Some of you might remember that last year, in partnership with the Purpose Disruptors, Iris launched a project called 'Create and Strike'. Our aim was to bring the climate crisis to the forefront of our industry conversations. Since...Read More

Podcast: Digital Customer Experience Learnings in a Time of Crisis

  • July 22 2020
  • Resource: Loyalty Today

Sebastian McClintock, Director of Customer Experience from Delivery Hero shares how customer insights are driving real-time shifts to business strategy during the current pandemic and setting the company up for the “new normal...Read More

Taco Bell Announces New Loyalty Program with Focus on Digital Customer Experience| Q&A with Zipporah Allen, VP of Digital, Taco Bell

  • July 21 2020
  • Resource: In-Depth Exclusives

Great news for all of the taco lovers, "Taco Tuesday" fanatics, and those late-night Fourthmeal runners! Taco Bell has announced it is rolling out a brand-new loyalty program to better serve, connect with, and reward fans for enjoying...Read More

7 Ways To Increase Customer Loyalty

  • July 21 2020
  • Resource: Loyalty Today

Loyalty programs should be one of the cornerstones of any effective marketing strategy. According to Accenture's recent study found that “members of loyalty programs generate between 12 to 18% [higher] incremental revenue...Read More

The New Normal: Continuing the Conversation

  • July 20 2020
  • Resource: Loyalty Today

Our latest webinar, The New Normal: Reinventing Grocery Retail Loyalty Programs, was held May 27, 2020. We received such a large number of questions from the audience that we didn’t have time to answer them all – so we&rsquo...Read More

Time, Effort & Expertise Impede Personalization

  • July 17 2020
  • Resource: Loyalty Today

Most marketers see data as the primary impediment to targeted marketing -- and with good reason. Data can be unwieldy, challenging to collect and even more difficult to organize across channels.Data presents very real challenges to marketers, but...Read More

Loyalty360 | Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 2, EP. 1

  • July 17 2020
  • Resource: Multimedia

Welcome to Loyalty360’s Top 10 Leaders in Customer Loyalty Video Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders and Loyalty360...Read More

How Do You Double Your Email Database?

  • July 16 2020
  • Resource: Loyalty Today

We’ve talked at length about how to do better email marketing. We have white papers on improving deliverability and sender reputation. Granular data reports in conjunction with industry thought leaders surveying thousands of consumers...Read More

Rebates Engage Report | Research and Real World Examples to Help Brands Better Engage With Consumers

  • July 15 2020
  • Resource: Research and Reports

PrizeLogic Engage Reports provide research and real world examples to help brands better engage with their customers. Rebates are an effective tool for driving immediate sales lift while protecting price. According to the Promotion Marketing...Read More

The Future of Marketing: Relevance + Value

  • July 15 2020
  • Resource: Research and Reports

Modern consumers require relevanceIf it seems like customers today have higher expectations than ever before, it’s because they do.   Digital commerce has made it easy for them to compare experiences between every brand...Read More

Taco Bell Loyalty Program Hopes to Drive Brand’s Connection with ‘Fandom’

  • July 15 2020
  • Resource: In-Depth Exclusives

 Taco Bell doesn’t call the person who buys their burritos, tacos, or nachos a typical customer, not when some of them have the company’s logo tattooed on their skin, or a few have even gotten married in one of the chain’s 7...Read More

Engage Your Employees Like You Engage Customers

  • July 15 2020
  • Resource: Loyalty Today

Prefer to watch instead? Diva shares how to engage employees in this video.Recently I’ve been ideating with a couple of enterprise brands around how to engage their internal audience. With entire workforces working remotely and some...Read More

Designing the Modern Customer Journey

  • July 14 2020
  • Resource: Loyalty Today

Does anyone recognize the image above? This is the Tibet Road on the border of Tibet and China, one of the most treacherous roads in the world. It represents the traditional customer journey map brands try to create with their customers. Long...Read More

Prime Day is Delayed to October – What Does That Mean for Retailers?

  • July 13 2020
  • Resource: Loyalty Today

Amazon just announced that Prime Day is delayed to October.Since 2015, Amazon Prime Day has served as a holiday in July for millions of consumers who want great deals and are members of the company’s premium loyalty program.Prime Day...Read More

How to Find Your Competitive Advantage in Times of Change and Uncertainty

  • July 10 2020
  • Resource: Loyalty Today

One of the most important actions Beiersdorf Australia made in response to COVID-19 was to quickly deploy a customer sentiment tracker to understand how people are feeling and behaving during the pandemic. Two months later the international...Read More

King Arthur Flour Delivers Exceptional Customer Experience During Baking Surge | Q&A Part I

  • July 10 2020
  • Resource: In-Depth Exclusives

  Over the last few months, have you found yourself asking "what is a Sourdough starter," "why did my cookies crumble," or "what can I bake with these ingredients in my pantry"? Well, good news – you are...Read More

Podcast: The Shift to Digital in B2B

  • July 09 2020
  • Resource: Loyalty Today

Chad Warren, VP of Marketing at MRM shares how B2B brands can shift from a traditional to a digital business model, including how to rethink the B2B buyer's journey.Chad was joined by Clay Warren, Head of Digital CX at Qualtrics.  ...Read More

Improving Customer Loyalty and Operational Efficiency through Business Messaging

  • July 08 2020
  • Resource: Loyalty Management

Millions of customers use messaging apps such as Facebook Messenger or WhatsApp to keep in touch with friends and family, yet when it comes to customer service and support, their first instinct is still to pick up the phone. Part of this has to do...Read More

Why AMC Theatres’ Loyalty Program is Getting Two Thumbs Up

  • July 08 2020
  • Resource: Loyalty Today

The recipe for loyalty success seems simple enough: Identify customer pain points and address them in a way that makes their lives better.AMC is a brand that executes against this method extremely well. Here’s a look at AMC Theatres&rsquo...Read More

Podcast: Delivering Impactful Virtual Events in The ‘New Normal’

  • July 07 2020
  • Resource: Loyalty Today

Steve Gustavson, Chief Creative Director from Adobe shares insights from how Adobe transformed their 20,000 in-person marketing summit in Las Vegas to a 100% virtual event and how brands can prepare for virtual events while maintaining a great...Read More

The Ultimate Guide to Loyalty Management

  • July 02 2020
  • Resource: Loyalty Today

Did you know that a loyalty increase of 7% can boost lifetime profits per customer by as much as 85%?It’s no wonder that loyalty management is such a hot topic among retailers today.If you’re in retail, you’re thinking about...Read More

Loyalty360's Throwback Thursday | Thought Leaders in Customer Loyalty – Episode 4

  • July 02 2020
  • Resource: Multimedia

Loyalty360’s Throwback Thursday video series brings together several of the best responses from Loyalty360 member thought leaders on recent topics, trends, and discussions. In this video, we asked, "What are you hearing from your...Read More

Five XM Practices for Accelerating Your Digital Transformation

  • July 01 2020
  • Resource: Loyalty Today

As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up...Read More

How the Public Sector is Reinventing Its Approach in a Time of Crisis

  • June 30 2020
  • Resource: Loyalty Today

As COVID-19 continues its path of destruction and disruption across the United States, how can agencies best serve constituents in their time of need?The COVID-19 pandemic has tested and amplified the public sector’s preparedness for a...Read More

Building and Scaling an Effective Multi-Brand Loyalty Initiative

  • June 29 2020
  • Resource: Loyalty Today

How “house of brands” loyalty programs can create marketing efficiency while fostering deeper customer relationships.It’s no secret that consolidation has been the name of the game for players in a number of industries over the...Read More

Loyalty360 | Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 1, Question 6

  • June 26 2020
  • Resource: Multimedia

Welcome to Loyalty360’s Top 10 Leaders in Customer Loyalty Video Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders and Loyalty360...Read More

A Look at The New World of Marketing With Seth Godin

  • June 26 2020
  • Resource: Loyalty Today

What does modern marketing look like?There are few people - if any - in the world better placed to answer this question than Seth Godin. As the author of 19 best-sellers - including This is Marketing - and pioneer of commercial...Read More

Travel On the Rebound: A Restart Like No Other

  • June 25 2020
  • Resource: Loyalty Today

In an unprecedented time, the travel industry has no option but to look to the future to re-emerge.  As marketers, why do we always look to the past to inform our future, seeking out precedents and playbooks to help us accelerate out of a...Read More

Customer Loyalty, Technology, and Impacts of COVID-19

  • June 24 2020
  • Resource: Research and Reports

The unforeseen COVID-19 outbreak came as a shock to many brands and their customer loyalty and customer experience efforts, as many realized they were unprepared for the series of events that quickly unfolded. While a small group of industries saw...Read More

The #1 Secret to Smashing Your Email Marketing KPIs

  • June 24 2020
  • Resource: Research and Reports

Read any thought leadership blog on better email marketing and you’ll no doubt get into the optimization rabbit hole, as if it was the only way to make more money from email marketing. How many characters constitute the perfect subject line...Read More

A Lesson in Growing Brand Trust During The COVID-19 Crisis

  • June 24 2020
  • Resource: Loyalty Today

Keeping your existing customers engaged - let alone reaching new ones - is one of the biggest challenges facing many brands in today’s uncertain times. Traditional engagement channels are limited, or have disappeared entirely...Read More

Loyalty360 Thought Leadership Series | Clarus Commerce

  • June 23 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel, and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

Loyalty360 | Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 1, Question 5

  • June 19 2020
  • Resource: Multimedia

Welcome to Loyalty360’s Top 10 Leaders in Customer Loyalty Video Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders and Loyalty360...Read More

Lessons From Crisis Managers: How to Lead a Customer Service Team in Times of Crisis

  • June 19 2020
  • Resource: Loyalty Today

As the world faces new challenges created by an unprecedented global crisis, many businesses are waking up to the reality that business change can happen anywhere, at any time. And while organizations may not be able to control crises, what they...Read More

Loyalty360's Throwback Thursday | Thought Leaders in Customer Loyalty – Episode 3

  • June 18 2020
  • Resource: Multimedia

Loyalty360’s Throwback Thursday video series brings together several of the best responses from Loyalty360 member thought leaders on recent topics, trends, and discussions. In this video, we asked, "What do you think is the next big...Read More

As Seen in Adweek: As Retailers Reopen, Gen Z and Millennials Remain Cautiously Optimistic

  • June 18 2020
  • Resource: Loyalty Today

The following article was originally published in Adweek here The novel coronavirus pandemic has ravaged many retailers in the U.S., leaving some legacy organizations announcing bankruptcies and others reeling from layoffs.However, some...Read More

When Supporting Customers Means Better Business

  • June 17 2020
  • Resource: Loyalty Today

How much do you feel supported during the crisis? That’s the customer data every company needs during the crisis, but very few have. With its own customers feeling pressure, and with traditional interactions scrambled, enterprise...Read More

Bridging the Gap Between Data Science and Marketing

  • June 17 2020
  • Resource: Research and Reports

Today’s consumers have high expectations from their favorite brands. After experiencing how leaders like Amazon, Netflix and Starbucks seem to anticipate and deliver offers tailored to their individual desires, consumers now demand the same...Read More

Loyalty360 Thought Leadership Series | PDI

  • June 16 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

Can Promotions Drive Increased CPG Sales?

  • June 16 2020
  • Resource: Loyalty Today

Even though some states are reopening, many consumers are still taking a wait and see approach to getting on with life as we used to know it. Shopping habits have likely been changed forever. Consumers are shopping less but more in bulk and...Read More

New Study Shows Consumers’ Online and In-Person Plans as the U.S. Heads Back to Business

  • June 15 2020
  • Resource: Loyalty Today

Originally published on Forbes.As many parts of the U.S. loosen their COVID-19 restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand...Read More

Loyalty360 | Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 1, Question 4

  • June 12 2020
  • Resource: Multimedia

Welcome to our Top 10 Leaders Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders in customer, channel, and brand loyalty. These responses...Read More

Loyalty360 Thought Leadership Series | Iris

  • June 12 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel, and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

Game On -- Leveraging Leaderboards & Badges for Loyalty Engagement

  • June 12 2020
  • Resource: Loyalty Today

Flashback to 1978. A group of friends gathered around a Space Invaders machine, accidentally spilling Pepsi on the floor due to excitement.Their buddy is about to get those last few points that will let him enter his three initials on screen...Read More

Loyalty360's Throwback Thursday | Thought Leaders in Customer Loyalty – Episode 2

  • June 11 2020
  • Resource: Multimedia

Loyalty360’s Throwback Thursday video series brings together several of the best responses from Loyalty360 member thought leaders on recent topics, trends, and discussions. In this episode we asked, “How do you define customer loyalty...Read More

The Post-Pandemic Opportunity For The Consumer Packaged Goods (CPG) Industry

  • June 11 2020
  • Resource: Loyalty Today

As we continue our content series on how brands are managing the business curve of COVID-19, we explore how leading CPG brands are seizing the opportunity to emerge from COVID-19’s disruption more relevant—and more human...Read More

How Trust, Purpose, and Customer-Centricity Will Shape The Financial Institutions of Tomorrow

  • June 10 2020
  • Resource: Loyalty Today

Financial institutions were in a unique position at the outset of the COVID-19 crisis. Here’s how they responded and what the implications are for an industry slow to change.The COVID-19 crisis has brought about a uniquely devastating mix of...Read More

The Rise of Premium Loyalty: What Do Your Customers Expect in 2020?

  • June 10 2020
  • Resource: Research and Reports

A New Decade of Premium Loyalty A new decade signals a fresh start. For retail brands, 2020 presents an opportunity to drive major change in the way they attract and retain customers going forward. In 2020, loyalty is critical: Nearly two-thirds...Read More

How Canada’s Largest Credit Union is Helping Both Members and Employees Respond to The Pandemic

  • June 09 2020
  • Resource: Loyalty Today

When COVID-19 hit, many Vancity employees saw their workload skyrocket, said Tony Xu, Research Consultant for the Canadian credit union.The global pandemic affected not only Vancity employees — many of whom were suddenly working from home...Read More

The Role of Loyalty in the New Normal

  • June 08 2020
  • Resource: Loyalty Management

Building customer loyalty has always been challenging. And with today’s uncertain environment, strategies for forging loyal bonds with current and future customers are more critical than ever.  Businesses that have had to temporarily...Read More

Conscientious Collaboration: An Industry Poised for Change

  • June 08 2020
  • Resource: Loyalty Today

Due to the COVID-19 pandemic, the travel and tourism industry faces an unprecedented crisis. Like any unforeseen situation, the challenge is not the circumstance itself, but how brands navigate their way out of it. The industry will re-enter into...Read More

Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 1, Question 3

  • June 05 2020
  • Resource: Multimedia

Welcome to our Top 10 Leaders Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders in customer, channel, and brand loyalty. In this week's...Read More

Get more from Adobe Target

  • June 05 2020
  • Resource: Loyalty Today

Adobe Target is a marketer’s dream, enabling users to deliver tests and personalization without complex and costly code changes. But many organizations fail to use Target to its full potential. They struggle with not knowing where to...Read More

Loyalty360 Throwback Thursday | Thought Leaders in Customer Loyalty – Episode 1

  • June 04 2020
  • Resource: Multimedia

Loyalty360’s Throwback Thursday video series brings together several of the best responses from Loyalty360 member thought leaders on recent topics, trends, and discussions. In this episode we asked, “What is the biggest challenge and...Read More

How GoDaddy is Helping Small Businesses Stay Open During the Crisis

  • June 04 2020
  • Resource: Loyalty Today

She had never seen numbers like this before. As the COVID-19 pandemic hit and businesses were increasingly locking down, longtime customer experience leader Laura Messerschmitt, GoDaddy’s VP of Customer Experience, was responsible for...Read More

Automating Personalized Customer Conversations With AI

  • June 03 2020
  • Resource: Research and Reports

Direct conversations with your company should be one of the most personalized experiences acustomer has. Whether it's a support inquiry, an order confirmation email or a request for feedback, it’s one ofthe few times they’re truly...Read More

Impacts of Economic Shutdown on Enterprise Analytics

  • June 03 2020
  • Resource: Research and Reports

The COVID-19 crisis presents a unique and extraordinary challenge for businesses: notonly has there been a major (but temporary) disruption to revenue, but every customers’daily routine, shopping habits, needs and buying power has been...Read More

Planning and Designing For Accessible Experiences

  • June 03 2020
  • Resource: Loyalty Today

In recent years, there has been a growing need for companies to design digital experiences that are accessible and inclusive for all audiences. Join ICF Next Partners Anne Catherine Feeney and Jane Motz Hayes for pro advice on how to exceed...Read More

Bouncing Back: 20 Books on Resilience and Reinvention

  • June 02 2020
  • Resource: Loyalty Today

As organizations adapt to the ‘new normal’, page through these books to inspire you with ideas on how to bounce back stronger.1. Grit: The Power of Passion and PerseveranceBy Angela DuckworthThis New York Times bestseller follows on...Read More

Top Suggestions From Top Ten Leaders in Customer Loyalty: Video 2 of 6

  • June 01 2020
  • Resource: Multimedia

Welcome to our Top 10 Leaders Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders in customer, channel, and brand loyalty. In this week's...Read More

Top Suggestions From Top Ten Leaders in Customer Loyalty: Series 1

  • June 01 2020
  • Resource: Multimedia

Welcome to our Top 10 Leaders Series! Loyalty360 is producing a video series where we seek timely insight, analysis, and best practices from recognized and well-respected thought leaders in customer, channel, and brand loyalty. These responses...Read More

Q1 Study Shows Winners and Losers in Retail Loyalty

  • June 01 2020
  • Resource: Loyalty Management

Urgent actions are required in a post COVID-19 marketing environment   In a study conducted by Voice of the Customer, LLC, consumer perceptions of retail brands are directly compared to those of the brand’s loyalty program, uncovering...Read More

Loyalty Programs Help Combat The Marketer’s Customer Identity Challenge

  • June 01 2020
  • Resource: Loyalty Management

In a study on identity resolution from Forrester Consulting commissioned by Epsilon, Forrester found that, at best, only half of brands are capable of fundamental identity resolution capabilities, like finding customers across devices, controlling...Read More

How to Leverage Digital Experiences to Promote Customer Loyalty

  • June 01 2020
  • Resource: Loyalty Management

COVID-19 has only served to spotlight the impact that digital experiences have on all aspects of our lives, especially when it comes to building out customer experiences with loyalty in mind. The current business reality, stemming from...Read More

Refining and Personalizing Communication of Promotional Offers

  • June 01 2020
  • Resource: Loyalty Management

Seemingly every day, digital marketplaces create both new challenges and opportunities to connect with customers on a meaningful level. This goes the same for B2B customers as it does for B2C consumers, as more and more of today’s B2B buyers...Read More

Improve the Customer Experience through Digital Acceleration

  • June 01 2020
  • Resource: Loyalty Today

Growing customer expectations are forcing businesses to “up their game” regarding how they might facilitate a more fluid and interactive communication cadence with their customers. It is now more important than ever for a business to...Read More

Is America Ready to Return to Work and Get Back to Business?

  • May 29 2020
  • Resource: Loyalty Today

Most U.S. states are making plans to reopen as the country struggles to recover from the COVID-19 pandemic. But as governments and businesses move forward, the question remains: Are Americans ready?And perhaps more importantly: What do they need...Read More

The Importance of an Accessible and Inclusive Experience

  • May 28 2020
  • Resource: Loyalty Today

In order to be successful and effective, companies must design digital experiences that are accessible, and inclusive of all audiences.  Inclusivity drives participationAccessibility has become high on the priority list for many companies in...Read More

The Ultimate Guide to Replatforming Your Loyalty Program

  • May 27 2020
  • Resource: Research and Reports

If your loyalty program has been ticking along for a few years, there’s a good chance it’s in need of an update. And not just because its branding looks a little out-of-date. The mechanics of customer loyalty have changed, and most...Read More

Sense, Listen and Get Back to Business

  • May 27 2020
  • Resource: Loyalty Today

The sudden emergence and threat of COVID-19 has fundamentally changed the way we live and the way we do business. In some cases, organizations have been able to shift online, but many others have had to close their doors. No matter where companies...Read More

Back to Business as Usual? The Lasting Impacts of COVID-19

  • May 26 2020
  • Resource: Loyalty Today

In the last few weeks we have seen that a lot of what we did in physical spaces can be done online: exercising, visiting museums, watching concerts, and wandering around national parks to name a few. Most of it for free too. But when we...Read More

COVID-19 Recovery is Inevitable, But Are We Ready?

  • May 22 2020
  • Resource: Loyalty Today

We don’t know the exact timetable, but if we believe recovery is closer rather than further away, these key considerations might help us prepare for the hard decisions ahead.As COVID-19 and its impacts on businesses continues to take center...Read More

[EXCLUSIVE STUDY] Understanding COVID-19’s Lasting Impact as Stay-at-Home Restrictions Ease

  • May 21 2020
  • Resource: Loyalty Today

The COVID-19 crisis abruptly changed our buying behaviors and attitudes as we adjusted to new routines. With many areas of the country seeing a lift in restrictions, Social Media Link asked 5,800 consumers as part of our ongoing research series...Read More

Three Phases for Heading Back to Business

  • May 20 2020
  • Resource: Loyalty Today

I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient—for the good and bad. Even after facing disruptive events such as an...Read More

20 Books on Resilience and Reinvention

  • May 20 2020
  • Resource: Research and Reports

As your organization adapts to the ‘new normal, ’ page through these books to inspire you with ideas on how to bounce back stronger. Click the green button to download the full report.Read More

Building Trust in a Time of Disruption and Preparing For The Future of The Customer Journey

  • May 19 2020
  • Resource: Loyalty Today

Mitigating the customer impact of COVID-19 will require steady brand leadership and empathy – learn what it takes to weather the storm and come out ahead on the other side. For brands and customers, we are living through an extraordinary...Read More

Is Customer Research During Uncertain Times Reliable?

  • May 18 2020
  • Resource: Loyalty Today

Given the current situation with COVID-19, businesses are facing uncertainty and have more questions than ever around the pricing of existing and new products. Typically, companies would engage in research (i.e. surveys, interviews and...Read More

[EXCLUSIVE STUDY] How to Elevate Consumer Brand Sentiment During the COVID-19 Crisis and Beyond

  • May 15 2020
  • Resource: Loyalty Today

In this rapidly changing environment, opinions, attitudes, and behaviors are evolving almost daily. Social Media Link has tapped our direct access to millions of consumers to keep a pulse on consumer sentiment throughout the COVID-19 crisis. Our...Read More

How Scandinavian Insurance Giant Tryg is Taking its Digital CX to The Next Level

  • May 14 2020
  • Resource: Loyalty Today

How do you stand out in the crowded insurance market? It’s a question that brands across the world are asking themselves, including Scandinavian giant Tryg.The rise of comparison sites in the last 5 years has seen the industry often reduced...Read More

How to Navigate a Crisis & Keep Branding Intact with Pricing

  • May 13 2020
  • Resource: Loyalty Today

“It is not from the benevolence of the butcher, the brewer, or the baker, that we expect our dinner, but from their regard to their own interest. We address ourselves, not to their humanity but to their self-love, and never talk to them of...Read More

Customer Care: Dealing With a Crisis You Couldn’t Plan For

  • May 12 2020
  • Resource: Loyalty Today

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain...Read More

Retail Revolution: The Changing Retail Space and Why These Impacts Could Be Built to Last

  • May 11 2020
  • Resource: Loyalty Today

What is happening now in retail will determine the rules of the “New Normal.”Perhaps more than any other segment, retail brands came into the COVID-19 crisis in a particularly difficult position. Despite a decade-long economic surge in...Read More

What You Can Do to Plan and Prepare Versus Watch and Wait During a Crisis

  • May 08 2020
  • Resource: Loyalty Today

Anytime we encounter events like volcanos, hurricanes, earthquakes and even pandemics like COVID-19, there’s a moment of pause. For many, it’s in our nature to want to assess the situation, gather information and then take decisive...Read More

So, You’re an Online Business Now? How to Survive and Thrive in a Digital World

  • May 07 2020
  • Resource: Loyalty Today

Brands around the world have found themselves having to ramp up their digital efforts seemingly overnight. Here’s how brands can ready themselves for long-term success online...The sudden emergence and threat of COVID-19 has fundamentally...Read More

[STUDY] Predicting Brand Staying Power Through the COVID-19 Crisis and Beyond

  • May 06 2020
  • Resource: Loyalty Today

Social Media Link has tapped our direct access to millions of consumers to gather real-time sentiment in this fast-moving crisis. The below highlights reflect the first wave of an evolving data project dedicated to helping the marketing community...Read More

Managing Loyalty & Sales During the Current Crisis

  • May 05 2020
  • Resource: Loyalty Today

The current COVID-19 crisis has hit our economy hard.  With loyalty members representing your best customers, your loyalty program is more important than ever.  Now is the time to look at actions and changes that can be made to help...Read More

Company Loyalty in Times of Uncertainty

  • May 04 2020
  • Resource: Loyalty Today

A pandemic allows companies to take stock of their loyalty programs—making sure they’re being loyal to their consumers during stressful times.  In the loyalty business, companies provide the best value they can in exchange for...Read More

Meaningful Personalization is as Simple as Being a Good “Friend”

  • May 01 2020
  • Resource: Loyalty Today

Treat your members like friends Do your members want you to treat them like friends? If you’re the type of friend that has meaningful, caring relationships, then the answer is, “yes.” Members want and expect much more from...Read More

The Critical First Steps Towards Great Personalization

  • April 30 2020
  • Resource: Loyalty Today

Great personalization doesn’t happen overnight We all know personalization is at the forefront of creating deeper customer relationships and brand-bonding customer experiences. Study after study has shown that consumers want relevant...Read More

The Definitive Guide to Premium Loyalty

  • April 29 2020
  • Resource: Research and Reports

Have you noticed the number of loyalty program relaunches lately? Target, Macy’s, Starbucks, and others have revamped or enhanced their programs over the past couple of years, just to name a few. And it’s no surprise. Shopping habits...Read More

Loyalty360 Thought Leadership Series | Rick Boubelik, Epsilon

  • April 29 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

Comparing Loyalty Management Technologies: Licensed and Cloud-based Systems

  • April 29 2020
  • Resource: Loyalty Today

The Cloud is a major driving force of the current digital revolution. There is no question about that. Providing instant access and high availability of systems and services, it has become a refined tool desired by companies from all industries...Read More

Loyalty360 Thought Leadership Series | Christian Selchau-Hansen, Formation

  • April 28 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

A Framework for Asking the Right Questions While Managing COVID-19

  • April 28 2020
  • Resource: Loyalty Today

We know the expected role of government and health officials, but what about brands?It has been over 70 days since the first case of COVID-19 was discovered in the United States. Since late-January, the definition of “normalcy” has...Read More

Data Is Your Friend In Uncertain Times

  • April 27 2020
  • Resource: Loyalty Today

When everything around us changes overnight, we’re left wondering how to navigate new realities. In the moment, we sometimes forget that we can lean on old business principles, like old friends. One of the basic principles of business...Read More

How 3 Big Brands are Thinking About Loyalty Differently in 2020

  • April 24 2020
  • Resource: Loyalty Today

Last year we saw many retailers focus on revamping or reinventing their loyalty programs.This trend has continued into early 2020 with several top companies like Panera, Walmart, and Publix.They are in very different verticals but...Read More

Loyalty360 Thought Leadership Series | Aaron Roy, Wami

  • April 23 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

Coronavirus and The Three Cs: How Businesses Can Navigate The New Normal

  • April 23 2020
  • Resource: Loyalty Today

In these unprecedented times, businesses across the world are scrambling to adapt to new ways of working. And while change might seem uncomfortable, the global outbreak and spread of the coronavirus (COVID-19) gives organizations no option but...Read More

The Total Economic Impact™ Of Qualtrics CustomerXM

  • April 22 2020
  • Resource: Research and Reports

The Qualtrics XM™ (experience management) Platform provides a solution for capturing, monitoring, analyzing, and acting on feedback to improve customer, employee, brand, and product experiences. Qualtrics CustomerXM, built on Qualtrics XM...Read More

Effective Digital Messaging Strategies For Restaurants During Uncertain Times

  • April 22 2020
  • Resource: Loyalty Today

In order to flatten the curve of COVID-19, restaurants have been ordered to close their doors to customers. While we hope businesses will reopen safely in due time, we’re left to navigate these unchartered waters. Yes, some guests are...Read More

The Digital Experience Playbook

  • April 22 2020
  • Resource: Research and Reports

IT'S TIME DIGITAL CX BECAME A TOP BUSINESS PRIORITY In recent months, global pandemic and economic stress have forced every business to undergo a rapid and forced organizational transformation. Digital commerce, content, account management...Read More

The keys to managing the business curve of COVID-19

  • April 21 2020
  • Resource: Loyalty Today

To manage the business curve of COVID-19, start by understanding the three phases of this crisis: Panic and Disruption, Fear and Isolation, and Recovery and the New Normal.Today we are publishing our first thoughts on how organizations should...Read More

7 Ways to Add More Value to Your Loyalty Program

  • April 20 2020
  • Resource: Loyalty Today

To keep customers active in your loyalty program, it’s essential to reward members beyond discounts and demonstrate the value of continuous participation. Research featured in the International Journal of Hospitality Management...Read More

Best Practices for Integrating Loyalty Programs

  • April 17 2020
  • Resource: Loyalty Today

Sometimes a single B2B/ B2C brand can have multiple, disconnected loyalty reward programs to drive different business objectives. The most recent example of such situation which had everyone talking was the Marriott Bonvoy rewards program. This...Read More

Human-First Marketing During Trying Times

  • April 16 2020
  • Resource: Loyalty Today

As I write this, 223 million Americans have been ordered to stay home; by the time you read this, many more are likely to be sheltering in place.In an amazingly short period of time, our work and home lives have been transformed. Home...Read More

Loyalty360 Thought Leadership Series | Marti Beller, Kobie

  • April 15 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

How Can You Keep Up with Constant Gratification?

  • April 15 2020
  • Resource: Loyalty Today

Think about the way you watch TV. Who wants to wait a week for a new episode to come out?Now, instead of having to wait for episodes to come out, you can binge watch most shows by streaming them instantly.Instant gratification isn’t just a...Read More

Building Trust in a Time of Disruption and Preparing for the Future of the Customer Journey

  • April 14 2020
  • Resource: Loyalty Today

Mitigating the customer impact of COVID-19 will require steady brand leadership and empathy – learn what it takes to weather the storm and come out ahead on the other side.For brands and customers, we are living through an extraordinary...Read More

How To Emotionally Engage, Nurture, And Retain Your Customers During A Crisis

  • April 13 2020
  • Resource: Loyalty Today

This is the third article in our series focusing on the importance of customer loyalty and retention during an economic crisis. Our first article spoke about enhancing your tactics to increase your customer retention rates, which you can read...Read More

How your brand can build & keep trust amid COVID-19

  • April 10 2020
  • Resource: Loyalty Today

The COVID-19 pandemic is creating a new reality for brands and everyone is feeling the impact.In mid-March, as the crisis began spreading in the U.S., just over 70% of U.S. consumers indicated that coronavirus was impacting their day-to-day lives....Read More

How Travel Brands Respond to Global Pandemics

  • April 09 2020
  • Resource: Loyalty Today

During global pandemics like the coronavirus crisis, travel brands that are flexible and transparent with their customers—while finding ways to lessen their anxiety—are well-positioned for the future. Empty shelves at Target stores...Read More

Ensuring Customer-Centricity in Unprecedented Times

  • April 08 2020
  • Resource: Loyalty Today

Our new normal is something nobody expected in their wildest dreams. As the world is continuously preparing to combat COVID-19, customers are facing a huge slew of challenges including longer customer service wait times, shortages of products...Read More

How To Perfect Your Loyalty Program’s Engagement Loop

  • April 07 2020
  • Resource: Loyalty Today

Every Loyalty Program Has an Engagement Loop Every loyalty program has an engagement loop of behaviors and actions that members repeat as they rise to become your most valued customer. At a minimum, that loop is likely: spend to earn, spend to...Read More

The Experience Leaders Making a Difference During COVID-19

  • April 06 2020
  • Resource: Loyalty Today

The COVID-19 crisis is unprecedented and the road map for the year ahead has been ripped up. What matters is how you act in the here and now.We’re highlighting some of the leading examples of brands adapting to the situation by providing...Read More

3 Ways Restaurants Can Impact Their Delivery & Takeout Business

  • April 03 2020
  • Resource: Loyalty Today

In these uncertain times, many restaurants are quickly adapting their delivery and takeout model to bolster sales. But, how can they continue to drive awareness and adoption of these channels when customers are conditioned to eating out? In the...Read More

Customer Loyalty Program Best Practices - 5 Steps to Success

  • April 02 2020
  • Resource: Loyalty Today

If your brand has a loyalty program, there’s a good chance that it was created initially to get more customers in the door… and keep them coming back to buy more. These programs were intended to offer savings and make consumers...Read More

How to Uplevel Your Customer Loyalty Program

  • April 02 2020
  • Resource: Research and Reports

Prepare For the ReboundFocus on Building and Maintaining Customer LoyaltyIf you’re like any other B2C company, you’re struggling with what and how to communicate with consumers during this crazy time. In preparation for the rebound, it...Read More

Loyalty360 Thought Leadership Series | Guy Cierzan, ICF Next

  • April 01 2020
  • Resource: Multimedia

In the Loyalty360 Thought Leadership series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability to drive unique experiences and engagement. In this Loyalty360 Thought Leadership...Read More

Sustaining Customer Advocacy in the Face of Crisis

  • April 01 2020
  • Resource: Loyalty Management

We’re living in a time of great disruption for brands and customers, with our day-to-day lives and routines, relationships and financial well-being being upended by the COVID-19 pandemic and associated travel restrictions, lockdowns and...Read More

Reward Your Customers for Buying Sustainable Products and Build Your Brand Loyalty

  • April 01 2020
  • Resource: Loyalty Today

We know that at least 1 in 2 consumers is willing to spend more to buy from a company that drives positive environmental impact (Nielsen). More specifically, members of Gen Z are willing to pay up to an extra 10-15% for certain sustainable...Read More

Points Aren’t the Point

  • March 31 2020
  • Resource: Loyalty Today

If your brand doesn’t earn active participation through experiences that make customers feel appreciated and understood in a human way, they’ll find a new brand that does. When we ask customers about the brands they are most loyal to,...Read More

The Rise of Connection Marketing: Four Ways to Engage with Your Consumer Community During the COVID-19 Crisis

  • March 30 2020
  • Resource: Loyalty Today

Navigating the COVID-19 crisis is uncharted territory for everyone. Companies are drastically changing their operations as cities and states respond to the outbreak. Many Americans find themselves sheltering in place and millions are working from...Read More

B2B and Channel Partner Loyalty: Elevating Program Engagement

  • March 27 2020
  • Resource: Loyalty Today

As much as a business will rely on its internal sales team to advance its commercial direction, many businesses utilise external channel partnerships to drive sales. Brands will commonly use a re-seller or distributor network to drive uplift in...Read More

B2B or Not B2B Customer Loyalty? No Question.

  • March 26 2020
  • Resource: Loyalty Today

While marketers, academics and the broader business community focus the bulk of discussion on customer loyalty to B2C applications, there’s no debate that customer loyalty is at least equally important for B2B enterprises. The sheer size and...Read More

COVID-19 and Events: How to Successfully Move to Virtual Engagement

  • March 26 2020
  • Resource: Loyalty Today

Companies around the globe are rethinking the mantra, “The show must go on.” As coronavirus numbers continue to grow, so does the number of events and conferences being cancelled. With travel restrictions, concerns about large...Read More

With a Shift to Profitability Over Growth, How Can You Maximize Existing Customers?

  • March 25 2020
  • Resource: Loyalty Today

This article was originally published in the “How to Overcome the 5 Biggest Retail Challenges of 2020 with Premium Loyalty” eBook. The strategy for many companies in recent times has been fast growth at all costs &ndash...Read More

Loyalty360 Thought Leadership Series | Susan Frech, Social Media Link

  • March 25 2020
  • Resource: Multimedia

In this Loyalty360 Thought Leadership video, we sit down with Susan Frech, Co-Founder and CEO of Social Media Link. In this series, we talk to the leaders in customer, channel and brand loyalty about the technology that impacts brands' ability...Read More

Seniors & Millenials: Uncovering the Likenesses & Disparities in Today's Digital Age

  • March 25 2020
  • Resource: Research and Reports

Generali Global Assistance (GGA) partnered with Identity Theft Resource Center (ITRC) and polled seniors (ages 55+) and millennials (ages 21-37) to gain a better understanding of how they behave and what protection practices they employ in today...Read More

Loyalty360 Top 4 Trends for 2020: Supplier Member Perspective

  • March 24 2020
  • Resource: Research and Reports

Loyalty360’s Top 4 Trends in Customer Loyalty for 2020, were selected by a group of more than 75 representatives from Loyalty360 brand members. These topics will not only guide Loyalty360 content, research, benchmarks, community, and...Read More

Survey: What Vehicle Owners Now Demand From Your Service Team

  • March 24 2020
  • Resource: Loyalty Today

Even having spent the past 20+ years working in the automotive industry, the global scale and reach of the industry on consumers’ lives never ceases to amaze me. In fact, over 77 million new automobiles were sold worldwide last...Read More

Bringing Cloud Flexibility to Adobe Experience Manager

  • March 23 2020
  • Resource: Loyalty Today

Will the new cloud-native Adobe Experience Manager revolutionize the way brands manage and deliver digital experiences? Here’s our breakdown of the benefits, considerations, and impact of the announcement.  Adobe Experience Manager is...Read More

Adjusting Your CX program to Deal with COVID-19

  • March 20 2020
  • Resource: Loyalty Today

Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. How? By...Read More

Using Artificial Intelligence to Build Customer Loyalty

  • March 19 2020
  • Resource: Loyalty Today

Today’s customers expect supreme services and an easy way to achieve their goals. When I go shopping, for example, I expect the store to have all the goods I need, I don't want to wait in line at the checkout, I want the convenience of...Read More

Luxury Stationery and Handwritten Notes – 5 Terms to Know

  • March 18 2020
  • Resource: Loyalty Today

The average consumer lives in a world inundated with digital touchpoints. This barrage of digital communication is what makes receiving a handwritten note feel so special. It’s something different, something that can be felt, touched and...Read More

Distribution Versus Loyalty: What’s More Important for Brands?

  • March 17 2020
  • Resource: Loyalty Today

Where do you start searching for a new product?Did you know that nearly 50% of new searches start on Amazon?While that’s a huge number by itself, Google accounts for almost 35%.So, if roughly 85% of new product searches start on Amazon and...Read More

Social Commerce: The New World of Selling

  • March 17 2020
  • Resource: Loyalty Management

Just over a decade ago, Facebook became the most popular social media platform in the world. It hasn’t let go of the reins yet, but a quick glance of apps on any given cell phone will show that Facebook has a lot more competition these days....Read More

The Benefits of Co-Production

  • March 16 2020
  • Resource: Loyalty Today

Unlike most fortune tellers I can predict with near 100% accuracy that your company is going through a digital transformation. Digital transformations are big. Digital transformations are complex. Digital transformations are long, multi-year...Read More

Striking back at the corporate travel RFP

  • March 13 2020
  • Resource: Loyalty Today

The world of motion pictures changed forever in 1977 with the release of "Star Wars". It continues to this day in the form of motion pictures, television series, and other media. It should come as no surprise that a great deal has...Read More

Introducing Connecting the Retail Dots

  • March 12 2020
  • Resource: Loyalty Today

Consumer expectations are evolving — and they are impacting every step of the customer journey. From digital interactions to in-store experiences, brands must meet these expectations to not just earn a customer’s initial business, but...Read More

Digital Commerce Leaders Choose Loyalty To Effectively Compete Against Amazon

  • March 11 2020
  • Resource: Loyalty Today

Brands, manufacturers, retailers and distributors are all very mindful of the Amazon effect.  The e-commerce giant controls almost half of all e-commerce sales in the US. Further to this concern is the fact that most people use Amazon to...Read More

Is It Time to Rebrand Your Loyalty Program? Four Key Creative Considerations.

  • March 10 2020
  • Resource: Loyalty Today

The last few years have produced major evolutionary shifts in customer loyalty with increased focus on customer experience, engagement, and emotional loyalty. With all this activity in the loyalty landscape you’ve probably asked, do I need...Read More

SMS: Surprisingly Effective

  • March 09 2020
  • Resource: Loyalty Today

Text message marketing isn’t new or groundbreaking, but it’s highly effective when utilized correctly. Here’s how. A phone number is personal. It’s given out to close friends, family, neighbors, people you trust, and those...Read More

Aspire to Loyalty as an Outcome, Not Just a Program

  • March 09 2020
  • Resource: Loyalty Management

Truly progressive brands have evolved to look at ALL of their customers through a loyalty lens; not only those who are enrolled in their loyalty program. These innovators practice “Big L” loyalty, using their loyalty strategies and...Read More

How To Launch Your Loyalty Program in Time for Holiday 2020 [Quarter-by-Quarter Guide]

  • March 06 2020
  • Resource: Loyalty Today

The 2019 holiday season just ended.So, why are we already talking about holiday 2020?Loyalty played a major role for the successful retailers during this past holiday season. And building or revamping a successful loyalty program takes...Read More

Give Your Partners the Power to Own the Local Customer Experience

  • March 05 2020
  • Resource: Loyalty Today

Editor’s note: Ansira Chief Client Officer Andy Arnold sat down with Facebook U.S. Global Solutions Vice President Michelle Morris recently for a chat at the annual Association of National Advertisers (ANA) Masters of Marketing...Read More

Loyalty in Decline? Why Insight is the Answer.

  • March 04 2020
  • Resource: Loyalty Today

Very rarely is there a compelling business case to run a points-based loyalty scheme. Loyalty ‘experts’ will point at the success of airline programs to retain frequent fliers – but that’s a genuine edge-case in the...Read More

When the (Data) Cookies Crumble

  • March 04 2020
  • Resource: Loyalty Management

Entering a new decade is often a time to reflect on the preceding one and to brand them as “eras.” I believe the 2010s will be remembered as the wild, wild, west of data collection. In that new frontier of data, consumers were...Read More

5 Business Travel Trends to Watch in 2020

  • March 03 2020
  • Resource: Loyalty Today

Can business travel trends ever be accurately predicted?A decade ago, many within the business travel industry were predicting a poor outlook, largely predicated on the global economic crisis of 2008. Hotels were selling off properties and...Read More

The One Thing Marketers Need to Know about Data Privacy Legislation

  • March 02 2020
  • Resource: Loyalty Today

Struggling to wrap your head around GDPR, the CCPA, and other proposed data privacy legislation? It all comes down to reconceptualizing data as a privilege, not a commodity.With only months to go before the California Consumer Privacy Act...Read More

From Experience to Participation: How Six Industries are Being Redefined

  • February 28 2020
  • Resource: Loyalty Today

2020 feels like a good year for clarity.Over the past decade, we saw an overemphasis on the "customer experience" and its myriad of manifestations across different channels. With new channels popping up—as well as advances in data...Read More

Handwritten Notes for Business – Best Practices

  • February 27 2020
  • Resource: Loyalty Today

Marketers are challenged with creating unique and genuine personalized experiences at every step of the customer journey in-store, online, and beyond. When leveraged appropriately, handwritten notes can be the perfect medium for standing out from...Read More

In a Convenience-Centric World, Experiential Marketing is the Key to Thriving

  • February 26 2020
  • Resource: Loyalty Today

The 2010s saw significant changes to the retail landscape; some were expected, but many shakeups were seemingly out of the blue. It’s hard to predict what the 2020s have in store for us, but one thing is certain about the new decade: it is...Read More

Choosing the Right Market Research Software for Your Needs

  • February 25 2020
  • Resource: Loyalty Today

You recognize the importance of market research software in helping you gather data for your research projects. But how do you choose the right market research software for your needs?There are three primary questions you should ask to guide you...Read More

Le Journal du dimanche: Going Digital to Build More Meaningful Connections With Readers

  • February 24 2020
  • Resource: Loyalty Today

The rise in online consumption has shaped the publishing industry we experience today. Readers demand high-quality free content at the click of a button, prefer breaking news rather than reading about it the following morning, and don’t like...Read More

7 Ways To Increase Customer Loyalty

  • February 21 2020
  • Resource: Loyalty Today

Loyalty programs should be one of the cornerstones of any effective marketing strategy. According to Accenture's recent study found that “members of loyalty programs generate between 12 to 18% [higher] incremental revenue...Read More

Handwritten Notes as an Alternative to Email

  • February 20 2020
  • Resource: Loyalty Today

It’s a new year, and every retailer, for better or worse, is already ramping up their email marketing efforts. Every company wants better open rates, more customers and genuine customer loyalty, yet every year we see many brands compete with...Read More

The breakthrough moments that defined CX in 2019 and are shaping 2020

  • February 19 2020
  • Resource: Loyalty Today

Another year has passed, and it’s yet another year where customer experience has evolved at a considerable pace. We’ve seen more and more companies expand their CX programs to bring in more channels, more respondents, and...Read More

How to Hire the Right Employees & Reduce Turnover at Your C-Store

  • February 18 2020
  • Resource: Loyalty Today

The average convenience store employs roughly 15-16 employees at any time. Although this number is increasing year-over-year, according to NACS data, turnover is also on the rise. Managing a workforce may not be the highlight of your job...Read More

The case for modernizing the customer experience now

  • February 17 2020
  • Resource: Loyalty Today

Community banks have long been entrenched in the populations they serve, and as a result have one of the richest histories in financial services. But the experience of banking has changed significantly over the past few years.Not so long ago...Read More

Which Stage of Personalization Are You In?

  • February 14 2020
  • Resource: Loyalty Today

It's a no brainer that customers will purchase your product or service if you give them a deal that appeals to their desire for a bargain, or meets their unique needs or purchasing patterns. In fact, 80% of consumers are more likely...Read More

CCPA: An Industry Report | Featuring Loyalty360 Executive Perspectives

  • February 13 2020
  • Resource: Research and Reports

As an unbiased, objective, and market-driven association for customer loyalty, Loyalty360 is in a unique position to help brands navigate their challenges. From the challenge of offering unique experiences to personalization to security breaches...Read More

Cultivating Emotional Loyalty in the "In Between" Place

  • February 13 2020
  • Resource: Loyalty Management

On a very basic level, the definition of being loyal to a brand means you repeat the purchase of a product or service rather than taking your business elsewhere. Marketers are often focused squarely on the financial aspect of being loyal. They...Read More

Seven Retail Disruptors You Need to Keep an Eye On

  • February 13 2020
  • Resource: Loyalty Today

Industry disruptors affect everyone, from huge conglomerates to single-store operations. The question is not if a disruption will impact your company, but when. And while they are by nature off the radar, there are some common...Read More

2020s Marketing Trend #6: Social Will Be About Connection, Not Clout

  • February 12 2020
  • Resource: Loyalty Today

Throughout our series on predictions for the 2020s, we’ve covered a number of important topics marketers should pay attention to. From transparency to experiences to website evolution, loyalty-building and...Read More

Where Segmentation Falls Short

  • February 11 2020
  • Resource: Research and Reports

Download the White Paper to Learn MoreBasics like quality service and fair pricing are no longer enough. Modern consumers demand the best customer service, personalized interactions and connected experiences across all channels. And the brands...Read More

Three Routes to Modernization

  • February 11 2020
  • Resource: Loyalty Today

From trading to data management to settlement and accounting, the executives that I speak to recognize that they need to do more with less and still deliver a customer experience that is consistently ahead of the competition.That means one thing...Read More

Declared Data Is the Customer Experience Differentiator You Didn’t Know You Needed

  • February 10 2020
  • Resource: Loyalty Management

Digitally savvy organizations have come to think of the customer experience as a trail of information, each touchpoint leaving behind a data footprint that we aggregate into vast data lakes in the hopes of turning that data into granular insights...Read More

2020s Marketing Trend #5: Is Your Brand Part Personal Assistant?

  • February 10 2020
  • Resource: Loyalty Today

Last week, we covered why brand loyalty in the future will be achieved through shared values and new understandings, in addition to our other predictions highlighting transparency, experiences and personalized...Read More

Why Foot Locker’s New Loyalty Program Could Be The Perfect Fit

  • February 07 2020
  • Resource: Loyalty Today

Don’t you love the feeling of putting on a brand new pair of sneakers that fit you perfectly?That’s what Foot Locker wants its customer to feel when they join its new upcoming loyalty program.The new loyalty program known as FLX...Read More

2020 Trends: 5 Things that Will Impact Your Loyalty Program

  • February 06 2020
  • Resource: Loyalty Today

Loyalty programs’ long-standing emphasis on earning points has relegated the relationship between brand and customer to a transaction. In 2020, with loyalty programs giving consumers more choices (and power) than ever, smart c-store...Read More

What you need to know to connect with Gen Z throughout the Purchase Cycle

  • February 05 2020
  • Resource: Loyalty Management

Julie Wojtowicz, Director, Strategy & Insights – In this role since late 2015, Julie works with the world’s largest brands to provide strategic consulting designed to drive acquisition, increase consumer engagement, and ultimately...Read More

Capturing the Loyalty of the Skeptical Consumer

  • February 05 2020
  • Resource: Loyalty Today

CrowdTwist recently conducted research into consumer attitudes towards loyalty programs, brand engagement, emerging technologies, and shopping experiences. The research found that only 46% of consumers are willing to share their data in...Read More

Why Personalization Isn’t Always Personal

  • February 04 2020
  • Resource: Research and Reports

Download the White Paper to Learn MoreBrands see personalization as the key to building customer loyalty and growing their business, but depending on who you ask, you may get different perspectives on what "personalization" is, and how...Read More

Prepaid wearables let fans keep having fun

  • February 04 2020
  • Resource: Loyalty Today

If you’ve attended a game or another event on a college campus lately, you’ve probably experienced waiting for a long time in a long line. Given a choice, who would want to spend time squeezing through a crowded entrance or waiting in...Read More

2020s Marketing Trend #4: Loyalty Will Be About Sharing Values and Introducing New Ideas

  • February 03 2020
  • Resource: Loyalty Today

In our content series about how marketers can prepare for the 2020s, we’ve talked about making transparency a huge priority, making “experiences” the new “content” and evolving your website to be a ...Read More

The Next Frontier: How Loyalty Platforms are Leveraging AI to Get Ahead of Scammers

  • February 03 2020
  • Resource: Loyalty Management

According to one loyalty-fraud prevention group, there is an estimated $1 billion lost to fraud in loyalty programs each year and no one is entirely immune to it ‒ some of the most well-known brands across industry verticals experience huge losses...Read More

The Keys to Creating a Strong Customer Loyalty Program

  • January 31 2020
  • Resource: Loyalty Today

Since Black Friday, the headlines have reported stagnant U.S. retail sales. And the future doesn’t look much better. Predictions say the market will barely grow 2% annually over the next two to three years.Malls are becoming a...Read More

Holiday 2020: Are You Already Behind?

  • January 30 2020
  • Resource: Loyalty Today

The 2019 holiday season is in the rearview mirror, but I have two questions for you:Where did you do your holiday shopping? And why did you choose those stores?For me, all my holiday shopping was reduced to two distinct buckets: Who offered the...Read More

How to Overcome the 5 Biggest Retail Challenges of 2020 with Premium Loyalty

  • January 29 2020
  • Resource: Research and Reports

2020 Brings Retailers a New Set of Challenges Retailers are facing new challenges this year that will get harder to overcome with the expected economic downturn. Premium Loyalty has proven to be a successful way for retailers to get a step above...Read More

2020s Trend #3: Websites Becoming Personalized Engagement Destinations

  • January 29 2020
  • Resource: Loyalty Today

Our content series about the six trends marketers should prepare for in the 2020s continues. We’ve talked about making transparency a huge priority and creating immersive consumer experiences. Today we’re focusing on how...Read More

Beyond Millennials: Stop Treating Your Employees as Stereotypes

  • January 28 2020
  • Resource: Loyalty Today

Hard truth: if you’re designing your employee experience (EX) strategies around segmentation by age group, you’re doing it wrong.  Just as marketers continue to chase the millennial segment to grow their businesses, companies are...Read More

2020s Trend #2: “Experience” is the New “Content”

  • January 27 2020
  • Resource: Loyalty Today

Last week, we launched a new content series sharing what we believe are the trends marketers can’t ignore in the 2020s. Our first prediction tackled the need for brands and marketers to concentrate on transparency, namely through...Read More

BUT FIRST, COFFEE (and second, and third, and...)

  • January 24 2020
  • Resource: Loyalty Today

Starbucks' Black Friday deal shows us that loyalty mechanics can brew good things outside of formal loyalty programs. This Black Friday, Starbucks is offering a special tumbler that can be used to get free coffee every day in...Read More

The Big Short for SMS – Sending Big Content with Short Links and Link Tracking

  • January 23 2020
  • Resource: Loyalty Today

Airship is excited to announce the launch of two new features that will drastically improve your SMS and Mobile Wallet campaigns: Link shortening and link tracking! Link shortening transforms any URL within your SMS...Read More

10 Books Every CX Leader Should Read in 2020

  • January 23 2020
  • Resource: Research and Reports

Check out the best books on customer experience, chosen by our very own experts. From updated classics to new research and insights into what makes customers tick, we’ve got you covered. [NOTE: This is NOT a whitepaper. Its a light...Read More

The Pursuit of Personalization

  • January 22 2020
  • Resource: Research and Reports

Personalization is ubiquitous in the loyalty space and yet marketers are still struggling to get it right, to develop deep and meaningful relationships with their consumers.Customers themselves are tired of brands mining a wealth of information...Read More

Points vs. Direct Rewards – How to Choose the Right Incentives for Your Surveys and Studies

  • January 22 2020
  • Resource: Loyalty Today

Poor research participation continues to be a source of angst for researchers everywhere. And when this happens you’re left with unreliable data and questionable insights, which ultimately can have a negative impact on the business. To...Read More

13 Predictions For Loyalty Marketing in 2020

  • January 21 2020
  • Resource: Loyalty Today

While an eventful decade is coming to a close, the ever-evolving world of loyalty and customer marketing shows no signs of slowing down. We polled leaders from across ICF Next’s loyalty and customer marketing practice on the major changes...Read More

Customer Loyalty & Fraud Deterrence: How to Achieve the Best of Both Worlds

  • January 20 2020
  • Resource: Loyalty Management

Consumers today are more aware than ever before of the risks they take in shopping online and engaging in other e-commerce services. That being said, e-commerce is virtually impossible to avoid. It’s convenient for both customers and...Read More

Gamification: A Refreshingly Old Way to Engage and Reward Loyal Customers

  • January 20 2020
  • Resource: Loyalty Management

Gamification in email - it’s not a new idea in the digital space. In fact, it’s been around since Club Nintendo awarded points for opens and clicks within their emails. However, what is new-ish, and recently kicking up quite a fuss, is...Read More

Yotpo’s Guide to the CCPA

  • January 20 2020
  • Resource: Loyalty Today

We’re here to help you prepare for the CCPA. As a Privacy by Design company, Yotpo is committed to protecting both our customers’ and their end-users’ personal information.While this post focuses on the CCPA, Yotpo is already...Read More

CPG/FMCG Loyalty Landscape – Current Global Perspective

  • January 17 2020
  • Resource: Loyalty Today

Consumer Packaged Goods (CPG) or Fast-Moving Consumer Goods (FMCG) customer loyalty programs face unique challenges in the loyalty market today. Largely, CPG brands are scooped up into larger retailer programs, which then own the customer data, as...Read More

Six Trends Marketers Must Prepare for in the 2020s

  • January 16 2020
  • Resource: Loyalty Today

While marketers answer the demands of today, they must also prepare for future trends. We’re gearing up for a new decade that is full of challenges and opportunities. What could marketing look like over the next ten years?Prognosticating...Read More

Loyalty360 Thought Leadership Series | Lukasz Sloniewski, Comarch

  • January 15 2020
  • Resource: Multimedia

Loyalty360 CEO Mark Johnson speaks with Comarch's Lukasz Sloniewski about technology and how Comarch drives unique experiences and engagement within the world of loyalty.    Read More

How a Culture of Experimentation Can Lead to 4X Growth

  • January 15 2020
  • Resource: Loyalty Today

Fun fact: Organizations that prioritize testing are twice as likely to outperform their peers and have stronger cross-functional relationships. And yet, only 4 out of 10 marketers view testing and experimentation as a critical success factor. ...Read More

3 Effective Strategies for Converting Mobile Shoppers

  • January 14 2020
  • Resource: Loyalty Today

These days, over 50% of your eCommerce traffic comes from mobile.   The conversion rate for these mobile visitors, however, is just 1.6% — less than half the rate of desktop and laptop users. For your brand, this...Read More

How Failing Fast Helps Build Better Solutions

  • January 13 2020
  • Resource: Loyalty Today

Why failing mattersIn Sweden, Dr. Samuel West, a licensed psychologist and innovation researcher, curates a museum of failed products aptly named The Museum of Failure. The products exhibited come from the largest and most innovative...Read More

To Improve Customer Loyalty, The Best Brands Are Listening

  • January 10 2020
  • Resource: Loyalty Today

If you want to take your brand loyalty program to the next level, you need to be customer-obsessed—and that starts with listening.  It happens all the time. Someone asks you a question and you can tell they’re not really...Read More

New Research: The ROI of Customer Experience

  • January 09 2020
  • Resource: Loyalty Today

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines, auto dealers, banks, car...Read More

Looking Forward: 2020 Marketing Predictions from CMO Richard Jones

  • January 08 2020
  • Resource: Loyalty Today

2019 has been a fairly tumultuous year for marketers. The first fines began to hit brands for GDPR breaches and the previous years’ Cambridge Analytica scandal continued to rumble-on, keeping privacy firmly in the spotlight with negative...Read More

Seeking a Shared Purpose in Loyalty Partnerships

  • January 07 2020
  • Resource: Loyalty Today

Beyond the promise of relaxation, exploration, or adventure, one thing that can help push a vacation from ‘great’ to ‘totally awesome’ is to earn points through an airline or hotel loyalty program.Take it a step further and...Read More

Customer frustrations with loyalty programs and what marketers can do about it

  • January 06 2020
  • Resource: Loyalty Management

Does this sound familiar? You found a store you shop at often and discover they have a loyalty program. Great news! As a next step, you enroll in their loyalty program and are now are ready to receive the special treatment you deserve. ...Read More

Telco Loyalty Landscape – Current Global Perspective

  • January 06 2020
  • Resource: Loyalty Today

Telecommunication (telco) as an industry isn’t known for its strong loyalty, as shown by high customer churn and rich acquisition offers. Most consumers tend to view telco businesses as a means to an end, and often only interact with the...Read More

Three Questions to Ask Your Agencies about CCPA

  • January 03 2020
  • Resource: Loyalty Management

 With the start of the new year, most brands are still racing to ensure their house is in order and they have the processes in place to comply with CCPA. Those responsible for ensuring compliance have no doubt spent significant time...Read More

How To Maximize Returns on Your Martech Investments

  • January 03 2020
  • Resource: Loyalty Today

“Recovering a modicum of equilibrium across consumer behaviors and technology innovation will require organizational alacrity, a laser focus on customer needs and a balanced embrace of automation.”—Charles Golvin, Senior Director...Read More

Building a Case For Sustainable Retail

  • January 02 2020
  • Resource: Loyalty Today

Environmentally focused consumers are pressuring companies to implement sustainable practices beyond greenwashing—or lose their loyalty. Greta Thunberg certainly has shaken up the global conversation on climate change, and we have seen how...Read More

The Do’s and Dont's of Market Research Incentives

  • December 31 2019
  • Resource: Loyalty Today

Adding incentives to your surveys can boost response rates, increase engagement, and lead to more completed surveys in the future. But incorrect use of these incentives can lead to unredeemed gifts, unsatisfied respondents, and lower engagement...Read More

Loyalty360 Top 4 Trends/Topics for 2020 | Selected by Loyalty360 Members

  • December 30 2019
  • Resource: Research and Reports

This fall, the Loyalty360 brand committees expressed a need to focus on a small group of trends and topics to help guide the focus for the next year. Several very important trends were initially suggested and the overall Loyalty360 membership was...Read More

Improving patient experience by engaging your employees

  • December 30 2019
  • Resource: Loyalty Today

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been focused on improving patient...Read More

How to Measure Your Mobile Wallet Success

  • December 27 2019
  • Resource: Loyalty Today

For marketers, metrics matter. They define when and where to interact with customers. They indicate how loyal a customer is to your brand and identify ways to create more seamless experiences. They even — and maybe most importantly &mdash...Read More

Why Connection is the Path to Customer Loyalty

  • December 26 2019
  • Resource: Loyalty Today

Connect, connection, and connected.These are all words we use on a regular basis, especially when we’re talking about customer loyalty.Before the digital age, when customers shopped at their favorite stores, they were often unrecognized. Not...Read More

Wait…They’re All Running Their Marketing On Clouds As Well?!

  • December 23 2019
  • Resource: Loyalty Today

When in cloud    Cloud computing has been around for so long that, for some, it has become somewhat of a cliché. It is predicted that the term will soon end up on a buzzword graveyard1, the reason being...Read More

The best places to shop these holidays

  • December 20 2019
  • Resource: Loyalty Today

Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistently see brands launching unique...Read More

Hotel Loyalty Landscape – Current Global Perspective

  • December 19 2019
  • Resource: Loyalty Today

Hotel loyalty programs continue to attract large amounts of customers – 46% of US consumers have joined a hotel loyalty program at some point in their lives. Globally, hotel brands largely use a spend-and-burn structure with...Read More

Perfect Rewarding: How Technology Can Help  

  • December 18 2019
  • Resource: Loyalty Today

The main purpose of every loyalty program is very simple from the customer perspective – they sign up because they want to be recognized and rewarded. As long as a business operates on double digit...Read More

How to Reward Survey Participation While Keeping Responses Anonymous

  • December 17 2019
  • Resource: Loyalty Today

As a researcher, you know that getting the quantity of responses needed for actionable insights is just half the battle. You also need participants to be completely honest in their responses. To improve response rates researchers are increasingly...Read More

Ready to Boost Loyalty? Create Habits Your Customers Won’t Break

  • December 16 2019
  • Resource: Loyalty Today

Grocers are running to catch up to Amazon Go’s “pay and just walk out” store model. Some like Tesco are adding similar over-head camera technology to automate scanning. Others such as Kroger are piloting &ldquo...Read More

What You Should Know about the California Consumer Privacy Act (CCPA)

  • December 13 2019
  • Resource: Loyalty Today

From January 1, 2020, the CCPA will protect the privacy of consumers based in California, one of the most populous states in the United States. Companies that infringe upon it can risk consumer backlash and huge fines, so it’s important you...Read More

Loyalty’s Secret Ingredient: Email

  • December 12 2019
  • Resource: Loyalty Today

The best loyalty programs create 1:You experiences for their very best customers. From earning to redeeming and everything in between, a good loyalty program listens to its customers. It creates the connections that deliver lifetime...Read More

Has the Starbucks Rewards Revamp Been a Pick Me Up?

  • December 11 2019
  • Resource: Loyalty Today

When Starbucks relaunched its loyalty program in April, it was met with some initial criticism.Would it alienate existing core customers?Would people understand it?Would it really contribute to growth or would it backfire?We had a different...Read More

Brand vs. Branding: Why ‘Away’ is More Than a Luggage Company

  • December 10 2019
  • Resource: Loyalty Today

Away has achieved cult-like status for its meticulously designed luggage. The bags have become part of a lifestyle, a must-have feature of the jet-set uniform. Even more than airport cred, Away has become an Instagram darling with travelers...Read More

Airline Loyalty Landscape – Current Global Perspective

  • December 09 2019
  • Resource: Loyalty Today

Loyalty started in the airline industry and the innovation of these programs spilled out to other verticals. Today, the airline industry is a highly competitive and commoditized marketplace, and its loyalty programs – once a point of...Read More

Evaluating your loyalty technology platform? Five tips to streamline the process.

  • December 06 2019
  • Resource: Loyalty Today

Here are several ways brands can avoid common pitfalls. With wide-reaching impact and stakeholders in virtually every department, a loyalty technology implementation or migration can be one of the most complex enterprise sourcing exercises a...Read More

Premium Economy in 2019 - Is it worth it?

  • December 05 2019
  • Resource: Loyalty Today

2019 was dubbed the ‘Year of Premium Economy’, but did it live up to its expectations? Depending on your corporate travel policy, Premium Economy can be a preferred option for short-haul or frequent travel, offering added comfort...Read More

Black Friday Blues: Rethinking discount-driven loyalty

  • December 04 2019
  • Resource: Loyalty Today

Back in the day, we had the famous Boxing Day sale. To use an analogy, it makes sense that turkeys are cheaper in the days after Christmas than before, because of the economics of supply and demand, and because there will always be a few...Read More

Brand Storytelling: Using Authenticity to Build Customer Relationships

  • December 03 2019
  • Resource: Loyalty Today

Storytelling is an innate part of human connection. It is how we share culture across generations, communicate with each other, and form communities. Brands can leverage the power of storytelling to create deeper relationships with customers and...Read More

How Conversion Optimization Builds Long-Term Customer Loyalty With The Good

  • December 02 2019
  • Resource: Loyalty Today

The value of customer loyalty should never be underestimated, especially in ecommerce. If you assume that the customer journey ends as soon as the user completes a purchase, you’re making a huge mistake.The point of conversion should be...Read More

Four trends for the decade to come

  • December 02 2019
  • Resource: Loyalty Management

As another year is coming to an end and we’re closing out a decade, we’re reflecting on the ‘big loyalty accomplishment’ we achieved throughout the past ten years in addition to the marketing advancements coming in the...Read More

Get the Best Results From Your Web Analytics Platform With the 3 P’s

  • November 27 2019
  • Resource: Loyalty Today

The strength of your web analytics framework relies on three basic principles: planning, partnership, and persistence.You can use the snazziest, feature-rich web analytics tool on the planet, but if the data behind the scenes isn’t accurate,...Read More

How to Make The Holidays Easy For Your Customers, and More Profitable For Your Brand

  • November 26 2019
  • Resource: Loyalty Today

With two-thirds of consumers having just begun their holiday shopping in October, there’s still time to make the most of the season for both your shoppers and your brand. Here are six things to keep in mind.Brick and mortar isn’t...Read More

Is It Time to Rebrand Your Loyalty Program?

  • November 25 2019
  • Resource: Loyalty Today

 Four Key Creative Considerations The last few years have produced major evolutionary shifts in customer loyalty with increased focus on customer experience, engagement, and emotional loyalty. With all this activity in the loyalty landscape...Read More

A successful 2020 starts right now!

  • November 22 2019
  • Resource: Loyalty Today

Strategize for these three events today   Always two steps ahead, successful marketers are planning for 2020 as their consumers buy turkeys and decorate the house. Next year is right around the corner and, if you haven’t already...Read More

Financial Institution Loyalty Landscape – Current Global Perspective

  • November 21 2019
  • Resource: Loyalty Today

Globally, loyalty in the Financial Institution (FI) industry remains heavily centered around credit card benefits. Traditional credit card loyalty constructs consist of: customers earning points for card spend, generic point redemption offers...Read More

XM Visionaries: How Mastercard built a global CX team

  • November 20 2019
  • Resource: Loyalty Today

As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer...Read More

Why Black Friday is Key to Your Year-long Loyalty Efforts

  • November 19 2019
  • Resource: Loyalty Today

When you think of Black Friday, you might think of your customers getting bombarded with different promotions and bouncing from store to store looking for crazy deals.That doesn’t paint a picture of loyalty, but Black Friday is actually a...Read More

2019 Brand Loyalty Statistics

  • November 18 2019
  • Resource: Loyalty Today

We broke down the key do’s and don’ts for building true brand loyalty.  Brands are experiencing a renaissance. That’s what Yotpo CEO Tomer Tagrin said at our Destination:D2C conference in September, and our most...Read More

Global Emotional Loyalty: How Brands Build Emotional Connections With Customers By Region and Industry Through Loyalty

  • November 13 2019
  • Resource: Research and Reports

Transactional loyalty is not enough. Somewhere along the way, loyalty has gotten lost among heavy discounting and the hundreds of daily promotional offers inundating consumers. Because of this influx of information, customers frequently depend on...Read More

Cybercrime SOS: Building Consumer Trust in The Face of Online Threats

  • November 13 2019
  • Resource: Research and Reports

The connected world presents individuals and businesses alike with great opportunities and challenges – many of which are yet to be fully realised or understood. As our reliance on connected devices, online accounts and transactions...Read More

What Costco gets right about customer loyalty

  • November 13 2019
  • Resource: Loyalty Today

No traditional loyalty program necessary: the wholesale giant kills the loyalty game.Okay, I’ll admit it… I love Costco. I’d put Costco in my top five favorite brands. And it’s arguably the brand I am most loyal to...Read More

Retail Loyalty Landscape – Current Global Perspective

  • November 12 2019
  • Resource: Loyalty Today

Retail loyalty programs are some of the most abundant in the marketplace today. As a result, consumers can now expect most of their favorite brands to offer incremental benefits for loyalty. To the consumer, this sounds great, right? However, what...Read More

Is Paid Loyalty Right for Your Brand?

  • November 11 2019
  • Resource: Loyalty Today

From discounts and free shipping to makeovers and workout classes, paid perks are taking off in the loyalty space.In recent years, retailers such as Restoration Hardware, Bed Bath & Beyond, and Wayfair have launched paid loyalty memberships...Read More

The 5 Best Black Friday & Cyber Monday Campaigns

  • November 06 2019
  • Resource: Loyalty Today

Building your Black Friday Marketing StrategyBlack Friday and Cyber Monday kick off the beginning of the busiest season in retail: in 2017, shoppers spent $19.62 billion online over the holiday weekend alone.But as every brand goes all...Read More

Engage People CTO Discusses E-Commerce Redemption Platform

  • November 06 2019
  • Resource: Multimedia

    What if, as a brand, you could tap into the loyalty currency in your customers’ pockets? What if you could add use of that currency to your best customers’ journeys? What if you could give customers even more...Read More

The holiday survival toolkit: Deliver fantastic CX and get your employees through to January

  • November 05 2019
  • Resource: Loyalty Today

Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellent customer experience right...Read More

Tier status: How to Best Ensure Your Customers Grow With You

  • November 04 2019
  • Resource: Loyalty Today

At the start of every year, loyal customers everywhere begin their quest to earn elite status...again. Those who are well-versed in their favorite program know whether they qualified, or better yet, requalified for the prized status that brings...Read More

How to Use Data to Drive Customer Engagement

  • November 01 2019
  • Resource: Loyalty Management

We all want to feel special. It’s human nature. In today’s frenetic world, no one wants to feel like just another generic, faceless customer. Tailored communications can go a long way to winning a customer’s long-term...Read More

How To Create a Loyal, Total Relationship Banking Experience For Your Customers

  • November 01 2019
  • Resource: Loyalty Management

As consumers, ‘we’ve defined’ the financial services industry by the different product offerings. For example, we might work with one bank for our mortgage needs and another for our checking and a third...Read More

It’s not them, it’s you…

  • November 01 2019
  • Resource: Loyalty Today

Any well-built member engagement cycle isn’t complete without a Churn campaign.  We all learned long ago that it’s easier & cheaper to retain an existing member than to acquire a new one.  ...Read More

Personalized marketing: How financial brands like Edward Jones and KeyBank get ahead

  • October 31 2019
  • Resource: Loyalty Today

Marketers across industries currently face an excess of options for personalization. Users expect to see the experiences they get with their favorite retail brands in their interactions with brands every sector—including financial...Read More

Delivering a Frictionless Customer Experience: A Game of Snakes and Ladders

  • October 30 2019
  • Resource: Loyalty Today

Creating a frictionless customer experience is one of the top agendas for companies today. Done well, you can boost customer loyalty and build a powerful differentiator that moves you away from competing on price, to competing on what customers...Read More

Global Ecommerce Expansion: Payments and Fraud Prevention Trends Report

  • October 30 2019
  • Resource: Research and Reports

Consumers around the world are shopping online more every year. In 2019, they will buy more than $3 trillion from retail websites, and ecommerce will account for one-sixth of global retail sales, Internet Retailer estimates. And, while many...Read More

Loyalty That Lasts: Evolving Growth Strategies to Activate Emotional Connections with Brands

  • October 30 2019
  • Resource: Research and Reports

Consumers don’t care if your brand disappears. At least that is the case according to a recent study from Havas, which revealed consumers felt that 77 percent of brands could disappear, and no one would really care. To answer the obvious...Read More

Motivating Consumer Engagement with Gamification

  • October 29 2019
  • Resource: Loyalty Today

These days, gamification is a marketing buzzword, seemingly ubiquitous in the industry and sometimes seen as a foolproof way to inject a little fun into consumer engagement campaigns. Gamification, however, is actually a complex, sophisticated...Read More

What Questions Should you be Asking About Premium Loyalty?

  • October 29 2019
  • Resource: Loyalty Today

As a retailer, you’re thinking about customer engagement.In a time when consumers have unlimited choice amid increased competition, building stronger relationships with customers is more important than it has ever been.That’s why...Read More

Reactivating One-Time Holiday Shoppers

  • October 28 2019
  • Resource: Loyalty Today

As an eCommerce merchant, you can’t wait for the holiday season.   November and December are two of the most popular shopping months in the US, where 23% of yearly sales happen over the holidays. It all begins with...Read More

How Conversion Optimization Builds Long-Term Customer Loyalty With The Good

  • October 25 2019
  • Resource: Loyalty Today

The value of customer loyalty should never be underestimated, especially in ecommerce. If you assume that the customer journey ends as soon as the user completes a purchase, you’re making a huge mistake.The point of conversion should be...Read More

5 Ways to Maximize Loyalty Program Revenue

  • October 24 2019
  • Resource: Loyalty Today

Brands are looking for more ways to be smarter with their marketing investments. Within loyalty, marketers are expected to generate content, deliver a personalized experience and pay for rewards and program benefits. And this sits on top of the...Read More

Beyond a Program

  • October 23 2019
  • Resource: Loyalty Today

Loyalty has provided marketers with a method to achieve an opt-in, permission-based marketing platform and actively collect data about consumers and their activity.  Consumers agree to the data sharing and collection because of the added...Read More

How to Create an Automated Welcome Push Notification for New App Users

  • October 22 2019
  • Resource: Loyalty Today

Sending a push notification to welcome new users is a vital tool for increasing app retention and long-term user engagement. In fact, data shows that 95% of new, opt-in app users churn within the first 90 days if they don’t receive...Read More

Premium Loyalty: Answers to the Questions You Should be Asking

  • October 21 2019
  • Resource: Research and Reports

As a retailer, you’re thinking about customer engagement. In a time when consumers have unlimited choice amid increased competition, building stronger relationships with customers is more important than it has ever been. That’s why...Read More

How to Create The Experiences Customers Want in 2020

  • October 21 2019
  • Resource: Loyalty Today

As we near the end of 2019 and begin planning for 2020, brands are searching for the best strategies to drive consumer loyalty. In a time where this is becoming harder and harder to attain, brands need to figure out how to stand out from the...Read More

Critical Elements of a Rewards Program That Need to be Tracked

  • October 18 2019
  • Resource: Loyalty Today

Whether you have just launched a rewards program or have had one for many years, a program tracking study is a perfect way to get a pulse of how your program is being perceived by your members.   With a rewards program tracking study, you...Read More

The Retail Marketer's Guide To Holiday Planning: How To Navigate This Year's Holiday Trends

  • October 17 2019
  • Resource: Research and Reports

The 2019 holiday season, between Thanksgiving and Christmas, is condensed this year. It is six days shorter, which gives consumers less time to shop. Here’s what will likely happen: • E-commerce and mobile commerce will reach new...Read More

How Rebecca Minkoff Balances Data and Gut Feeling

  • October 17 2019
  • Resource: Loyalty Today

Fashion industry veteran Rebecca Minkoff burst onto the scene in the early 2000s. Minkoff designed the “Morning After Bag” in 2005, which captured the attention of fashion enthusiasts everywhere, and officially made her a household...Read More

Beyond traditional loyalty programmes: How multidimensional loyalty works

  • October 17 2019
  • Resource: Research and Reports

77% of loyalty programmes fail within the fi rst two years,2 and only 41% of consumers say that programmes make them feel more loyal to a brand.3 It’s clear that loyalty programmes do not come close to keeping up with consumer preferences...Read More

Generation Z is Here. What Are you Waiting For?

  • October 17 2019
  • Resource: Research and Reports

They’re young, they’re digitally savvy, they’re globally minded, and they have high expectations from brands. No, we’re not talking about millennials—every marketer’s go-to target group. This is Generation Z...Read More

The 9 Premium Loyalty Stats That Every Retailer Needs to Know

  • October 16 2019
  • Resource: Loyalty Today

Premium loyalty isn’t a new concept.People have been paying to be members of Amazon Prime since 2005.But as consumers gain more access to more information and more choices on where to spend their dollars, premium loyalty programs have been...Read More

On their Terms: Shifting Sales Tactics for Millennial B2B Tech Buyers

  • October 15 2019
  • Resource: Loyalty Today

The classic stereotypes of B2B tech buyers no longer hold true. They are more likely to arrive tattooed and in sneakers and jeans than a suit and tie, and like the consumers they are outside of work, they don’t want to be sold to. Deals no...Read More

How retail brands are getting the customer experience right

  • October 14 2019
  • Resource: Loyalty Today

Danielle Lumetta, Retail Consulting Manager at Accenture, has advised some of the world’s biggest retail brands. In our latest CX Visionaries profile, we spoke to her about brands excelling with the customer experience, and how they’re...Read More

Loyalty360 Thought Leadership Series: Todd Siegel, CEO, cxLoyalty

  • October 11 2019
  • Resource: Multimedia

 cxLoyalty CEO Discusses His Company’s Rebrand and Thinking Beyond Points    In recent times, loyalty has come to mean more than points-based rewards programs. Of course, points-based loyalty is still alive and...Read More

Six steps to launching a new loyalty program

  • October 11 2019
  • Resource: Loyalty Today

Launching a loyalty program is hard. Launching a program when all of your competitors already have one is harder.Loyalty is a well-established marketing discipline that has saturated almost every consumer sector. In fact, brands that do not offer...Read More

How Coach, JustFab and Walgreens personalize marketing on a 1:You level

  • October 10 2019
  • Resource: Loyalty Today

Retail is one of the more advanced industries when it comes to personalization, with almost every retailer offering some degree of personalization to enhance the customer journey. Gone are the days of delivering the same campaign to all of...Read More

Partnerships: The secret weapon to building customer loyalty?

  • October 09 2019
  • Resource: Loyalty Management

Building customer loyalty is an objective most businesses are striving to achieve. I constantly get asked questions from brands about how they can drive customer growth; How can we get customers to come back again and again? How can we steal...Read More

Are Your Employees Driving Your Customers Away?

  • October 09 2019
  • Resource: Loyalty Management

A look at how to complete your marketing program with your front-line assets – your employees. Think back to the last time you walked into a store. It can be any store – department, grocery, even a convenience store. Try to remember...Read More

Purposeful Moments: Start Your CX Journey in the Here and Now

  • October 09 2019
  • Resource: Loyalty Today

Customer experience (CX) has become a critical focus area for businesses seeking to connect with their customers in meaningful ways and differentiate themselves from their competitors. So popular is the topic of CX, it has its own global day...Read More

Consumer Research Report: The Marketer’s Guide to Brand Loyalty

  • October 08 2019
  • Resource: Research and Reports

Customer loyalty is becoming harder and harder to attain. With increased competition, brands are continually driving down prices (and margins) to make the sale. Savvy consumers can easily find what they want at the cheapest price with a quick...Read More

5 Ways to Improve Your Customer Relationships

  • October 08 2019
  • Resource: Loyalty Today

Strong customer relationships are critical to the success of your company, helping to build brand advocates that drive more revenue and, if needed, help weather a crisis. There’s no single-source solution for building relationships that last...Read More

5 Behavioral Science Principles You Can Use Everyday

  • October 07 2019
  • Resource: Loyalty Today

Creating a great culture starts with collecting all the underlying whys.Every HR professional knows the type of culture they’d like for their organization, and how they’d like their employees to behave. Companies go through elaborate...Read More

How Personalization Helps Airlines Make Better Connections

  • October 04 2019
  • Resource: Loyalty Today

The airline industry is setting travel records, flying more than 4.3 billion passengers in 2018. All of this jet-setting has boosted passenger revenues industry-wide to more than $560 billion in 2018 – another record – and...Read More

The Complete Guide to Creating a Declared Data Strategy

  • October 03 2019
  • Resource: Loyalty Today

Creating a declared data strategy doesn’t have to be complicated. Here’s how you can make your plan to collect and activate consumer-consented first-party data at scale.There’s not a marketer on earth who doesn’t want to...Read More

Frankentech is here to stay: how brands are getting the most out of the MarTech investments

  • October 02 2019
  • Resource: Loyalty Management

In today’s marketing landscape, we as consumers expect a seamless customer experience. Whether we’re shopping at our favorite in-store retailer, booking our next vacation or performing a banking transaction online, we assume the...Read More

Enlightened Data Collection: Thinking out of the form field box

  • October 02 2019
  • Resource: Loyalty Today

As a copywriter, I was conditioned to consider the consumer’s attention span, or lack thereof, and try to make every interaction with a brand worthwhile. Ensuring that value exchange is the responsibility of every creative marketer.   ...Read More

Word-of-Mouth Marketing Strategies That Increase Referrals

  • October 01 2019
  • Resource: Loyalty Management

With all the different advertising mediums out there, why is word-of-mouth marketing still so important? It’s simple. People trust people. Paid advertising has its place in fostering brand recognition, educating consumers on your products...Read More

How Do You Build Everlasting Loyalty? Learn Your Customers’ Love Language

  • October 01 2019
  • Resource: Loyalty Management

Would you rather go on a date with someone who is simply tolerating you, or a person who really wants to be there? The latter is the obvious choice (and the former being the stuff of first-date nightmares). After all, someone who is interested in...Read More

The Modern Loyalty Program Powering Brands Like MVMT, FIGS and Thirdlove

  • October 01 2019
  • Resource: Loyalty Management

The demand for true marketing personalization is completely upending the strategies, scope, and meaning of loyalty and rewards programs.   There was a time when running a loyalty program was simple: any business from a hotel chain to a...Read More

Subscription Service Models are Good, but They Can be Better

  • September 30 2019
  • Resource: Loyalty Today

Traditional subscription/member services models work well for some brands. Stitch Fix, Dollar Shave Club, Hello Fresh, Sephora, and Blue Apron are some of the brands that have found success.Although their service offerings are good, could they be...Read More

Using UI/UX design principles to improve smartphone-based informed consent

  • September 27 2019
  • Resource: Loyalty Today

Smartphones have opened a new avenue of communication between researchers and study subjects—and this medium presents both opportunities and challenges. On the opportunity side, we can engage populations in a more convenient manner than...Read More

Why isn't loyalty trendy?

  • September 26 2019
  • Resource: Loyalty Today

Digital transformation. Customer experience. Artificial intelligence. Now those are trendy marketing buzzwords. With each hot topic, latest analyst report, most recent business magazine article, or the buzzword-du-jour, loyalty takes a temporary...Read More

Employee Engagement: A Finance Industry Perspective

  • September 25 2019
  • Resource: Research and Reports

Companies focused on customer loyalty have created a range of strategies to improve brand affinity. They’ve curated once-in-a-lifetime experiences, personalized communications and rewards, and offered generous loyalty program bonuses...Read More

Don’t Be Creepy: How Marketers Should Think About Data Privacy

  • September 25 2019
  • Resource: Loyalty Today

Let’s face it. What marketers view as exciting innovations in data collection can actually be spooky for consumers. With targeted ads and personalized emails becoming the norm, it is easy for consumers to develop a fear of being watched.As...Read More

Do New Members Like Your Rewards Program?

  • September 24 2019
  • Resource: Loyalty Today

Healthy programs should be constantly generating an influx of new members, and the early stages of their membership is an ideal time to gather feedback from your new members through a new member feedback survey.   With a New Member...Read More

Why You Can’t Forget the Human Experience in Customer Loyalty

  • September 23 2019
  • Resource: Loyalty Today

We toss around the word loyalty often.Whether it involves friendships, relationships, sports teams, pets, retail, or restaurants, we hear and use the term loyalty regularly and it means different things to different people.In retail just about...Read More

“Beginning with the end in mind”: How Jim Harwood helped jump-start Farm Bureau Financial Service’s CX program

  • September 20 2019
  • Resource: Loyalty Today

Ask Jim Harwood, Client/Member Experience VP at Farm Bureau Financial Services, how you build support for a CX program with your CEO and Senior leadership and he’ll tell you to take a lesson from Michael Gerber and the E-Myth: “Begin...Read More

Using Voice To Amplify Your Brand Experience

  • September 19 2019
  • Resource: Loyalty Today

The Voice Revolution is here. Welcome to the modern world where custom skills perform pretty much anything – from turning the lights on, to playing soft lullabies, and everything in between.  How do brands truly stand out with smart...Read More

The State of Customer Experience Management: 2019 Insight Report

  • September 18 2019
  • Resource: Research and Reports

To understand the current state of customer experience (CX) management, the Qualtrics XM Institute surveyed 212 large companies with at least $500 million in annual revenues. Respondents not only answered questions about their organizations...Read More

3 Megatrends Creating the Rise in Premium Loyalty

  • September 18 2019
  • Resource: Loyalty Today

Premium loyalty programs aren’t new.In fact, Amazon Prime is the best known premium loyalty program and it was released in 2005.If that’s the case, why are we hearing so much about it recently?And more important, why are consumers...Read More

Employee Engagement: A Restaurant Industry Perspective

  • September 18 2019
  • Resource: Research and Reports

 Companies focused on customer loyalty have created a range of strategies to improve brand affinity. They’ve curated once-in-a-lifetime experiences, personalized communications and rewards, and offered generous loyalty program bonuses....Read More

Maximizing Enrollments: Easy as 1,2,3

  • September 17 2019
  • Resource: Loyalty Today

It’s widely known that consumers have lots of brand relationships.  It’s been estimated that US consumers have over 3.8 billion loyalty memberships1. Radicati projects worldwide DAILY consumer email volume hit 111.1 billion in...Read More

Hotel Programs: Where is the value?

  • September 16 2019
  • Resource: Loyalty Today

Too many people consider hotel accommodation a ‘sunk cost’ of business travel – but it shouldn’t be that way.Accommodation is a key part of our clients’ travel spend and we have the technology and expertise to help...Read More

How the Subscription Model has Paved the Way for Premium Loyalty

  • September 13 2019
  • Resource: Loyalty Today

The subscription model is booming.For some companies, their entire business model relies on subscription. And for many legacy companies, subscription has proved very impactful as well.Industries like cable, grocery, music, radio, and even...Read More

Limit Risk with Cheetah Tokenization

  • September 12 2019
  • Resource: Loyalty Today

Data breaches — they seem to be everywhere. In today’s technology-driven, connected world, it seems like we can’t go a single day without hearing about a security crisis affecting a major brand. The security and privacy...Read More

Loyalty360 Executive Perspective: Employee Engagement

  • September 11 2019
  • Resource: Research and Reports

Creating engaging experiences to drive customer loyalty might be the bestmarketing strategy that brands can currently employ. Brands and marketers thatfocus on creating these experiences typically reap benefits that competitors don’t.At...Read More

On their Terms: Millennials Shift the B2B Buying Journey

  • September 11 2019
  • Resource: Loyalty Today

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the...Read More

CPG Loyalty Programs are Tackling Unique Challenges Head-On

  • September 10 2019
  • Resource: Loyalty Today

Launching and sustaining a differentiated, effective loyalty experience can be particularly challenging for Consumer Packaged Goods (CPG) brands. Luckily, recent technology and industry developments are putting these goals within reach. To...Read More

The Loyalty Long Game

  • September 09 2019
  • Resource: Loyalty Management

Loyalty is hard. Any company that sets out to earn customer loyalty quickly learns that it can be an elusive goal, both in the achieving of it and even more so in the keeping of it. Ironically, the reason for this is simple. Loyalty is not...Read More

The Secret to an Effective Loyalty Program

  • September 09 2019
  • Resource: Loyalty Management

We live in the age of exponential technological progress. It’s hard to imagine that just 10 years ago the iPhone was first launched, unlimited data was non-existent, and Amazon Prime was only three years old. Innovations like these have...Read More

Forget Best Practices in CX, It's All About Habit...

  • September 09 2019
  • Resource: Loyalty Management

We’re awash with people talking about best practices these days. It’s hardly surprising. Everyone wants to be sure they’re doing the right things for their Customer Experience or Customer Loyalty program. But best practices mean...Read More

Technology is Holding Loyalty Back

  • September 09 2019
  • Resource: Loyalty Management

We’ve barely begun to scratch the surface of loyalty’s potential. It’s capable of so much more, but a focus on platforms is hindering brands’ abilities to better serve their customers. Strategic design and in-depth...Read More

Contact centers are evolving: 5 capabilities you need now

  • September 09 2019
  • Resource: Loyalty Today

Ten years can go by in a flash. Our lives, work, technology – all can evolve in a surprisingly short period of time. Consider your experience when you contacted a company for service a decade ago – if I had to guess, it was probably by...Read More

3 tips for going global with your loyalty program

  • September 06 2019
  • Resource: Loyalty Today

In today’s loyalty landscape, brands continue to enhance their global marketing initiatives. Understanding the needs of each individual market is essential for success as there’s significant growth opportunity within the loyalty market...Read More

4 Ways To Build Brand Loyalty Through Powerful Customer Experience

  • September 05 2019
  • Resource: Loyalty Management

Getting a customer is definitely good, but getting a return customer is better. This is the simplicity behind brand loyalty and why it’s important. However, getting customer loyalty is a totally different story. Believe me, it is not as...Read More

Overcoming The Privacy Vs Personalization Paradox

  • September 05 2019
  • Resource: Research and Reports

IMAGINE THIS...  You’re shopping for a birthday gift for your mom. She’s an avid bowler and while you don't care about bowling, you decide to buy her a new bowling bag online from a sporting goods store. Since you were...Read More

How to Measure Your Loyalty Program

  • September 05 2019
  • Resource: Loyalty Today

To learn more about Measuring and Maximizing ROI: How to Make the Most of Your Loyalty Program, click here to register for the upcoming Loyalty360 webinar featuring Bumped. Are you thinking about implementing a loyalty program? Or do you...Read More

Preparing Your Loyalty Marketing Program For 2020

  • September 05 2019
  • Resource: Loyalty Management

A universal challenge loyalty marketers have is obtaining a 360-degree view of their customers. There’s lots of discussions around budget, specifically as it relates to technology, along with the complexities of integrating customer...Read More

AI-Enabled Empathy: How Machines Are Evolving the Way Humans Effectively Make Connections

  • September 05 2019
  • Resource: Loyalty Management

Imagine this: You’re at home, facing a pressing work deadline and suddenly the Wi-Fi connection disappears. You’ve troubleshooted with every trick you can think of, but still no luck. You’re starting to get desperate. In fact...Read More

How Brands Can Amplify Their Content Strategy Using UGC and Loyalty

  • September 04 2019
  • Resource: Loyalty Today

It’s no secret that consumers are interacting with brands across many different touchpoints and channels today, and batch & blast communications have become a thing of the past. Throughout the past few years, many brands have begun...Read More

Airship Acquires Apptimize to Create Industry’s Leading End-to-End Mobile Customer Experience Platform

  • September 03 2019
  • Resource: Loyalty Today

Digital customer engagement leader adds the industry’s most popular solution for testing and optimizing mobile apps and cross channel user experiences. PORTLAND, Ore., — August 27, 2019 — Customer engagement company...Read More

Gen Z: How brands can attract the new generation of consumers

  • August 30 2019
  • Resource: Loyalty Today

Gen Z are radically different from past groups of consumers, and important for us as marketers to understand. They demand a whole new way of ‘wooing’ if brands want to engage with them meaningfully and effectively.Generation Z, or Gen...Read More

Why Promotions and Customer Success Go Hand-in-Hand

  • August 29 2019
  • Resource: Loyalty Today

I’m going to tell a true story.On the 10th of July, as a belated birthday present to moi, I ordered some Sonos speakers online from a popular retailer. For the sake of the story, let’s call them Johnny Lewis & Co. I chose...Read More

Introducing Cheetah Message Archive

  • August 28 2019
  • Resource: Loyalty Today

Throughout all my time in marketing, two things have become abundantly clear:   Customer experiences must be seamless in order to be truly satisfactoryAvoiding risk requires decisive preemptive actionFor marketers, that means...Read More

The Privacy Paradox

  • August 28 2019
  • Resource: Research and Reports

Any good marketer knows that excelling in the age of the consumer is all about creating tailored brand experiences that speak directly to customers’ needs. But while they enjoy the convenience and relevance that these personalized...Read More

eCommerce Returns: Best Practices for Fashion Brands

  • August 27 2019
  • Resource: Loyalty Today

The cost of returns to online retailers and brands is growing. We’ve got you covered with the strategies you need to reduce returns.With the launch of Yotpo’s Fashion eCommerce Report: Consumer Trends & Strategies for Brands,...Read More

Mobile CX: How Burger King, Chipotle & More are Getting it Right

  • August 26 2019
  • Resource: Loyalty Today

For decades, brands competed on price, product, place and promotion. More recently, marketers have gone toe-to-toe using carefully-crafted predictive customer journeys. Now, the new arena is mobile customer experience (CX).Consider that 65 percent...Read More

What Happens to Your Loyalty Program When Transactional and Experiential Benefits Work Together

  • August 23 2019
  • Resource: Loyalty Today

From simple discounts to cosmetic makeovers, every interaction your brand has with a customer is an opportunity to create a memorable loyalty moment.Combining transactional benefits with experiences that are directly relevant to your best...Read More

Optimize your predictive analytics through model ecosystems

  • August 22 2019
  • Resource: Loyalty Today

Friends, I did it. I bought a pair of shorts via an Instagram ad.It wasn’t hard for them to find me. Summer is on the way. I needed shorts. But now, they haunt me. Wherever I go, internet or app, up pops the same ad that successfully enticed...Read More

The Death of the Customer Journey: an Interview With Judd Marcello

  • August 21 2019
  • Resource: Loyalty Today

Marketers are quick to throw around the term “customer journey,” which has no doubt become the marketing buzzword for the digital age. But does it truly exist? And do we as marketers have any real influence over it?...Read More

Participant Perspectives; The Importance of Seamlessly Connected Retail Customer Experiences

  • August 20 2019
  • Resource: Loyalty Today

We at KNow Research are constantly curious about the changing needs and preferences of retail customers.  To keep our finger on the pulse or “In the KNow” on retail trends, we periodically conduct research with ...Read More

Prizing Engage Report: Research and Real World Examples to Help Brands Better Engage With Consumers

  • August 19 2019
  • Resource: Research and Reports

PrizeLogic Engage Reports provide research and real world examples to help brands better engage with their customers. In the Prizing Engage Report, we expand upon our 2018 Incentivized Engagement Report that revealed 81% of consumers are more...Read More

What Metrics Matter in Your MDF Reporting?

  • August 19 2019
  • Resource: Loyalty Today

Tips for measuring the effectiveness of your market development fund programs.“Not everything that counts can be counted, and not everything that can be counted counts.”This quote by William Bruce Cameron served as the backdrop for a...Read More

The Declared Data Playbook

  • August 19 2019
  • Resource: Research and Reports

76% of marketers aren’t fully confident that their data actually reaches in-market consumers. 94% of businesses suspect that their customer data is inaccurate. It doesn’t have to be that way. Imagine this… A traveler wants to...Read More

How to Make a Loyalty Program Successful

  • August 16 2019
  • Resource: Loyalty Today

How do the successful loyalty programs work?Every year, companies spend billions on rewards programs. But from points to promotions to coupons, are they really successful?There are so many programs out there: How can you make yours stand out?To us...Read More

7 Brand Loyalty Drivers: What Makes the Loyalty Community Brand Loyal?

  • August 15 2019
  • Resource: Research and Reports

In May 2019, KNow Research conducted a Pop-Up Insights Booth at Loyalty Expo to delve deeper into the question and find out what drives this brand loyalty and how loyalty marketers view brand loyalty. KNow Research is a full-service, qualitative...Read More

The True Value of a Loyal Customer

  • August 15 2019
  • Resource: Loyalty Today

We talk a lot about customer loyalty here at IC Group; how to build it and how to keep it. Customer loyalty is undoubtedly a necessary part of any business’ success, but what is the true value of those loyal customers?We will try to answer...Read More

Dig Into Customer Engagement With These KPIs

  • August 14 2019
  • Resource: Loyalty Today

Marketers know measurement matters. Performance data informs our strategies and campaigns, and we’re constantly on the lookout for the next clever idea or initiative to deliver on those KPIs. The problem? Determining which numbers to focus...Read More

How to Tell Good Data from Bad

  • August 13 2019
  • Resource: Loyalty Today

Marketers waste too much time chasing and interpreting bad data. When you base your strategies and campaigns on faulty information, you not only waste your time and money, but risk sending mixed messages to your audience.Excessive availability of...Read More

How to Turn Behavioural Insights into Marketing Practise

  • August 12 2019
  • Resource: Loyalty Today

Behavioural economics has become an important discipline for brand owners eager to understand why their consumers sometimes make irrational decisions that run counter to economic model predictions. Yet all too often, time and money is wasted by...Read More

Why Millennials Are Attracted to Premium Loyalty Programs

  • August 09 2019
  • Resource: Loyalty Today

Did you know that 80% of millennials would be willing to join a premium loyalty program if their favorite retailers offered them and the benefits were valuable?And 68% of non-millennials would join a premium loyalty program.Not long ago...Read More

Tech-driven Innovations from Other Sectors that Travel Brands Need to Steal

  • August 08 2019
  • Resource: Loyalty Today

Smartphones have already radically changed travel marketing. With AT&T soon rolling out 5G in about a dozen US cities, this long-anticipated technology is becoming a reality and will further transform travel into a mobile game.The stakes...Read More

Subscription Models Can Inspire Innovation in Stagnant Industries

  • August 07 2019
  • Resource: Loyalty Today

Innovation has taken on renewed importance for many businesses. In fact, McKinsey & Company found that more than 70 percent of senior executives expect innovation to be a top driver of growth for their businesses. However, 65 percent...Read More

The Power of 1oyalty: How Consumer-Given, First-Party Data Transforms Customer Loyalty Programs

  • August 06 2019
  • Resource: Research and Reports

With competition just a few clicks away, customer loyalty is more important than ever before. Loyal customers improve your brand image, convert quicker, cost 5-25X less than acquiring new customers, and are likely to shop with you more often. ...Read More

The New Frontier of Premium Loyalty Programs

  • August 06 2019
  • Resource: Loyalty Today

Just as consumers and businesses successfully wrap their arms (and marketing strategies) around loyalty programs, many brands and marketers have turned the system on its head with the rise of paid (often called “premium”) loyalty...Read More

The Future of Loyalty: Disruptions That Will Revolutionize The Industry

  • August 05 2019
  • Resource: Research and Reports

In 5 to 10 years, the loyalty industry will look very different than it does today due to massive disruption. Industries are always changing, so perhaps the prediction that ‘loyalty will be revolutionized’ won’t be a shock to...Read More

How to Build an Enterprise Loyalty Program With Insights From Sugarfina

  • August 05 2019
  • Resource: Research and Reports

The process of building an enterprise loyalty program is not to be taken lightly. It requires diligence regarding research, consultation, and implementation to launch a solution. It’s not only a fully-scaled program but a marketing campaign...Read More

From 1:1 To 1:You - 5 Key Components to Personalizing the Loyalty Experience

  • August 05 2019
  • Resource: Research and Reports

Personalization is marketing’s holy grail. Customers expect nothing less than personal, purposeful brand experiences with every interaction. In fact, 80% of people are more likely to do business with a company that offers personalized...Read More

The secret to a relaxing summer? Plan for Christmas now!

  • August 05 2019
  • Resource: Loyalty Today

Strategize for these four holidays today   With the sunshine of summer finally upon us it seems silly to focus on the colder months ahead, but marketers know that future success depends on plans made today. Leveraging the strategies...Read More

Automakers Focusing More Attention to “Retention/loyalty”…But Can Dealers Deliver at the Customer Facing Level?

  • August 02 2019
  • Resource: Loyalty Today

There’s a change going on with automakers! For the first time, automotive OEMs are creating and implementing proprietary customer loyalty programs for their dealer network.Those programs are anchored by redeemable rewards points and aimed at...Read More

The Great Divide: Connecting Brands to the Real Needs of Today's Consumer

  • August 01 2019
  • Resource: Research and Reports

Through our deliberately different and measurably superior approach, the Alliance Data Analytics & Insights Institute research reveals: What’s most important to customers in the brand communications and marketing experienceGaps between...Read More

When Organizations Act With Empathy, Customers Notice

  • August 01 2019
  • Resource: Loyalty Today

How you treat your customers will determine whether they keep coming back. As consumers, we’ve all been on both sides of the table when it comes to companies being empathetic to our situations (or not). I’m sure we can all agree that...Read More

Overwhelmed by Technology: Loyalty’s Present Challenge and Best Practices Going Forward

  • August 01 2019
  • Resource: Loyalty Management

The State of Best-in-Class Customer Experience Survey Report, a collaboration between Loyalty360 and SAP, found that “almost 53 percent of brand marketers today do not believe or are not sure their current software providers understand their...Read More

Marketing to Millennials? It’s Time to Divest From Facebook Ads

  • August 01 2019
  • Resource: Loyalty Management

The conventional wisdom is that Millennials and Generation Z are earnest, open, and optimistic, and that may be true to some extent. But recent studies have shown that when it comes to marketing, they’re considerably more cynical than we...Read More

Why your Loyalty Program needs a video-game-like Tutorial

  • August 01 2019
  • Resource: Loyalty Management

Video games know you’ll play longer if you win early (and often) Video game developers have become masters at creating and motivating loyal players through game mechanics that you need to add to your loyalty program, stat. My favorite game...Read More

Viewing Consumer Privacy with the Lens of a Loyalty Marketer

  • August 01 2019
  • Resource: Loyalty Management

Consumer privacy is something we as loyalty marketers take very seriously. With the current and upcoming regulations, we’re continuously monitoring and enhancing our technology and services to ensure our solutions meet compliancy...Read More

The State of D2C Marketing 2019 eCommerce and Marketing Benchmarks

  • July 31 2019
  • Resource: Research and Reports

The digital revolution has changed how people shop. Consumers are no longer relying solely on retailer middle men. Instead, shoppers are choosing to shop directly from their preferred brands. Selling direct-to-consumer, or D2C, has prompted a wave...Read More

The End of the Unsubscribe: How Leading Subscription Services Use Digital Engagement to Keep Their Customers Happy and Renewing

  • July 31 2019
  • Resource: Research and Reports

Consumer subscription services are big business. Whether a curated service, a monthly replenishment or a premium access model, consumers are more willing than ever to pay a monthly fee for convenience and personalized experience. Subscription...Read More

Emotional Loyalty 101: Build a Foundation of Trust

  • July 31 2019
  • Resource: Loyalty Today

Trust is the foundation of any solid relationship. That’s true of romantic relationships, but also ones between brand and consumer. When your customers have full faith that your business will treat them with respect and authenticity, you...Read More

The Impact of Distributed Sales Models on Brand Growth

  • July 30 2019
  • Resource: Loyalty Today

Almost 20 years ago, the top global brands were companies such as Nokia, Marlboro, and AT&T. From 2000 to 2008, the list began to shift with the inclusion of Google. After 2008, other disruptors such as Apple, Facebook, and Amazon...Read More

The New Era of Customer Loyalty: A guide to growing more profitable customer relationships

  • July 29 2019
  • Resource: Research and Reports

Adapting to the new era A few years ago, many brands with loyalty programs were living in denial.  With plenty of members signed up to their schemes, they believed that they had loyalty locked in — not realizing that many of those...Read More

Your Next Business Should Be a Subscription Business. Here's Why

  • July 29 2019
  • Resource: Loyalty Today

The subscription model, without question, has encountered success among several different industries. In April 2017, subscription companies hosted 37 million visitors on their sites -- an 800 percent increase over three years. Some, like...Read More

Five Ways Retailers Can Use Events to Increase Loyalty and Revenue

  • July 26 2019
  • Resource: Loyalty Today

Fostering a community with your customers is key to brand loyalty. Your best customers likely expect community. Emotionally connected customers have a 306% higher lifetime value, which means brands have to find ways to show you care. One way...Read More

How Amazon Prime Day Individualized “The Big Sales Event”

  • July 25 2019
  • Resource: Loyalty Today

This article was originally posted on Campaign.Amazon Prime Day might represent Amazon CEO Jeff Bezos and his team’s greatest retail triumph. Thanks to them, with Prime Day, we now have a midsummer, two-day Cyber Monday that’s...Read More

A New Kind of Loyalty: How to Build Emotional Loyalty and Drive Revenue Growth

  • July 24 2019
  • Resource: Research and Reports

For more than 300 years, shop owners and marketers have been experimenting with methods to drive customer loyalty. From redeeming tokens and stamps to collecting box tops and punch cards, loyalty programs were (and still can be) a way to move...Read More

From Trust to Success: Becoming an Industry Leader in the Digital World

  • July 24 2019
  • Resource: Loyalty Today

Across the globe, fraud risks continue to grow and businesses continue to invest more to combat potential threats. According to Experian’s 2019 Global Fraud and Identity Report, which was published this past January, more than half of...Read More

Loyalty360 Thought Leadership Series: Emil Sarkissian, CEO, Loyalty Methods

  • July 23 2019
  • Resource: Multimedia

Loyalty360 CEO Mark Johnson speaks with Loyalty Methods CEO Emil Sarkissian about technology and how Loyalty Methods drives unique experiences and engagement within the world of loyalty.Read More

Best Practices Churn Campaign – Starting with the Basics

  • July 23 2019
  • Resource: Loyalty Today

Every loyalty or CRM program experiences some amount of churn, but the question is, how do you correct the problem? One of our retail clients asked us to identify and address the high level of churn they were seeing across their customer base...Read More

The Role Subscription Marketing Will Play In Personalization

  • July 22 2019
  • Resource: Loyalty Today

Marketers may not be familiar with the concept of the uncanny valley, but they should be: The personalization movement sits at its trough, and consumers are clamoring for them to pull it out.Proposed in 1970 by Japanese roboticist Masahiro Mori...Read More

Marketer’s Guide to CCPA

  • July 22 2019
  • Resource: Research and Reports

The 6 Things Every Marketer Should Know What Is CCPA? The California Consumer Privacy Act (CCPA) is a California state law that: • Gives California residents new rights regarding their personal information • Imposes various data...Read More

Generation Z: 6 Ways to Capture Their Attention and Loyalty

  • July 19 2019
  • Resource: Research and Reports

Not All Generations Are Created Equal. Understanding what makes Gen Z different can help marketers reach this emerging audience as the group enters adulthood and grows its influence and purchase power. Gen Z holds $44B+ in annual purchasing...Read More

Mobile App Fraud Burns Restaurants – The 6 Top Schemes

  • July 19 2019
  • Resource: Loyalty Today

Have you ordered lunch via a mobile app recently? Multiple restaurant types including quick service restaurants (QSRs), fast casual, as well as table service restaurants are engaging customers through mobile apps. In fact, QSRMagazine ...Read More

3 Things All In-House Marketing Teams Need

  • July 18 2019
  • Resource: Loyalty Today

Agencies are no longer as worried about competing on price or skill set: They're concerned about losing work to clients themselves. More and more companies, like T-Mobile have successful digital content studios and are deciding...Read More

D2C Beauty Trends: Relevance, Authenticity, and the Path to Brand Loyalty

  • July 17 2019
  • Resource: Research and Reports

Beauty is ready for a makeover.  The sector, a hotbed for invention and reinvention, is evolving with the rise of game-changing brands - many selling direct-to-consumer (D2C) via eCommerce. The following report explores the brand values and...Read More

5 Ways Social Media Impacts Customer Loyalty

  • July 17 2019
  • Resource: Loyalty Today

Many people still view “loyalty” to a brand as merely a program.But loyalty is so much more than that. Having a great loyalty program has to be part of the mix, but loyalty is bigger than just one thing.How do we create loyalty moments...Read More

Personalized Email Marketing: 5 Keys To Success

  • July 16 2019
  • Resource: Loyalty Today

Personalization is the holy grail of marketing. Customers expect nothing less than personal, purposeful brand experiences with every interaction. In fact, 80 percent of people are more likely to do business with a company that offers...Read More

Three Things D2C Brands Need to Do to Stand Out on Amazon Prime Day, and Every Day

  • July 16 2019
  • Resource: Loyalty Today

Yotpo recently surveyed 2000 consumers about their shopping plans for Amazon Prime Day and found that while 71.05 percent view Amazon as a destination to buy fashion online, only 40.89 percent of them have plans to make purchases from Amazon next...Read More

Driving innovation through Co-Creation

  • July 15 2019
  • Resource: Loyalty Today

Imagine…Today’s the big day: the day your agency partner presents ideas and solutions to your brand. After a thorough process of finding this agency, you challenged them to meet the changing landscape of your customers’ needs by...Read More

Better Data, Happier Customers: 3 Ways to Make Data Work Harder

  • July 12 2019
  • Resource: Loyalty Management

If you’re following new developments in sales and marketing, then you’ve no doubt seen plenty of headlines about customer experience being the new bottom line. Adobe even combined their marketing and creative platforms, renaming it...Read More

Personalization is Essential For Improving Customer Loyalty

  • July 12 2019
  • Resource: Loyalty Today

Personalization is one of the most essential elements of a successful customer loyalty program for several reasons. The primary goal of most loyalty programs is to incentivize customer behavior in ways that benefit both the company and the...Read More

3 Ways to Make the Most of First-Party Data

  • July 11 2019
  • Resource: Loyalty Today

Whether you reach customers through email, in-app, social media, or via remarketing, data is your ticket to ensure they stay engaged. And first-party data, which comes directly from the very customers you communicate with, can be particularly...Read More

2019 Premium Loyalty Study: Will Your Customers Pay For A Loyalty Program?

  • July 10 2019
  • Resource: Research and Reports

Will people pay for loyalty programs? What benefits will motivate customers to sign up? If you're a retailer, you're probably wondering. And this new data study answers those questions and more. It's the first of its kind dedicated...Read More

Data and Analytics: A Sports and Entertainment Industry Perspective

  • July 10 2019
  • Resource: Research and Reports

Every consumer-centric loyalty provider knows that collecting data, analyzing it, and creating insights from it are extremely difficult challenges. Brands not only have to adhere to increasingly stricter regulations and handle massive amounts of...Read More

5 Ways To Give Loyalty A Lift

  • July 10 2019
  • Resource: Loyalty Today

Loyalty programs should be one of the cornerstones of any effective marketing strategy. Accenture found that “members of loyalty programs generate between 12 and 18 percent [higher] incremental revenue growth per year than non...Read More

3 Mistakes That Can Undermine Your Personalization Strategy

  • July 09 2019
  • Resource: Loyalty Today

There’s lots of renewed talk around “personalization”, largely fuelled by the rise of customer data platforms, artificial intelligence and smart automation.Particularly in consumer businesses, where there’s arguably more...Read More

The Future of Digital Marketing: What Digital Agencies Can't Afford to Miss

  • July 08 2019
  • Resource: Loyalty Today

While you may have built relationships with existing clients; a lack of understanding in the rapidly evolving digital landscape will be sure to drive net new leads to the nearest competition. Don’t get caught out. Make sure you’re...Read More

Modulating Cognitive Dissonance to Enhance Loyalty

  • July 05 2019
  • Resource: Loyalty Today

You might not know it but you have probably already experienced cognitive dissonance multiple times today. Buying coffee. Watching an ad on TV or online. Passing a billboard on the way to work. Whether you are aware of it or not, your actions may...Read More

1:You, It’s Now A Reality

  • July 03 2019
  • Resource: Loyalty Today

Recently, we’ve talked a lot about the shift from 1:1 to 1:You.As I defined in my last blog post, 1:1 is a messaging strategy that’s ‘generically personalized’ with promotional offers while 1:You is a holistic...Read More

How Retailers Should Look at Prime Day

  • July 02 2019
  • Resource: Loyalty Today

While no documented sales figures exist, analysts estimated that during last year’s Prime Day shoppers spent $4.2 billion.Amazon’s fifth annual Prime Day will start at midnight PT / 3 a.m. ET on July 15.After last year’s 36...Read More

Emotional Loyalty in 2019: The Psychology Behind Consumer Behavior

  • July 01 2019
  • Resource: Research and Reports

Creating an emotional bond between your brand and your customer is not an easy task in 2019.  It means brands need to understand and relate to customers on a deeper level.  It requires business to empathize with consumers and to truly...Read More

How DR and Smart Thermostats Have Revolutionized The Utility-Customer Relationship

  • July 01 2019
  • Resource: Loyalty Today

Smart thermostats ushered in a new era for the utility-customer relationship. Now, new demand response programs are capitalizing on this momentum to create wins for both parties.Utilities have traditionally relied on demand response (DR)...Read More

Acts of Kindness Encourage Brand Loyalty

  • July 01 2019
  • Resource: Loyalty Management

Consumers love positive experiences. And better yet, experiences that ‘surprise and delight’ create engagement that leaves the consumer wanting to interact with your brand for future experiences. With the shift of loyalty programs from...Read More

The Latest Loyalty Trends at the 2019 Loyalty Expo

  • July 01 2019
  • Resource: Loyalty Management

The 2019 Loyalty Expo saw leaders from throughout the industry gathered to discuss the common trends that their brands have recently addressed. Many told stories of how their brands have overcome challenges that arose as the result of changing...Read More

Digital Acquisition Channels: A Key Imperative for Retail Co-branded Credit Cards

  • June 28 2019
  • Resource: Loyalty Today

During a recent retail co-branded credit card client engagement, it became clear to me that retail co-branded credit cards are generally behind their bank credit card counterparts when it comes to the utilization of digital channels for the...Read More

The good, the bad, and the ugly: 2019 global customer service insights

  • June 28 2019
  • Resource: Research and Reports

Bad service. We all know what it feels like. The kind that leaves you waiting endlessly on hold, wondering if your call really is important. The kind that makes you groan in frustration at annoying emails and clueless chat conversations. The kind...Read More

The State of D2C Marketing in 2019

  • June 27 2019
  • Resource: Loyalty Today

The shift toward direct-to-consumer commerce has unleashed a revolution in how brands sell. With traditional retail upended, eCommerce has emerged as an equalizing force for brands, prompting them to reimagine their most significant direct...Read More

Survival Of The Fitting Room: How Brick-and-Mortar Retail Is Transcending The Physical-Digital Divide

  • June 27 2019
  • Resource: Research and Reports

The retail apocalypse is altering the shopping landscape - but for those retailers able to adapt, the future has a lot to offer. In This Article, You'll Learn: - What's really behind the retail apocalypse - The technology trends that...Read More

Facing The Ugly Truth: Poor Customer Service Comes at a Cost

  • June 26 2019
  • Resource: Loyalty Today

2019 global customer service insightsLeft waiting on hold, having to repeat yourself every time you get bounced to a new department, dealing with rude customer service agents. We all know some of the frustrations that make people dread contacting...Read More

State of the Headless CMS Market

  • June 25 2019
  • Resource: Research and Reports

The Ultimate Guide to Headless CMSYour audience expects a seamless, personalized experience across channels and a headless CMS is the way to deliver it. Discover the benefits of a headless solution. Why read the guide:Determine if headless is...Read More

Maximising Business Rewards Programs

  • June 25 2019
  • Resource: Loyalty Today

We know travel is often one of the largest expenses for a business. While many larger enterprises can benefit from negotiated supplier arrangements with custom discounts, small to medium businesses often find it harder to reach the level of spend...Read More

Customer Loyalty Gamification: Should You or Shouldn’t You

  • June 24 2019
  • Resource: Loyalty Today

Gamification is a buzzword that keeps growing in popularity around customer engagement and brand loyalty. As a result, many brands are asking the question, “Is gamification worth the hype and should I invest in a gamification strategy?&rdquo...Read More

The Loyalty Report '19 Redux: The New Story of Loyalty

  • June 21 2019
  • Resource: Research and Reports

Loyalty Programs continue to drive results for Brands, but everywhere we look, we're reminded that change is constant.  New competitors, evolving technologies and rising customer expectations are putting Programs in flux and placing...Read More

Is Your Travel and Hospitality Loyalty Program Human-Friendly?

  • June 21 2019
  • Resource: Loyalty Today

Check out these highlights from the Humanizing Loyalty reportIn today’s travel and hospitality market, customers have more control and choices than ever before. How do brands ensure that they’re going above and beyond to be the top...Read More

How to Leverage Data to Drive Customer Loyalty through Personalization

  • June 20 2019
  • Resource: Loyalty Today

In today’s competitive climate, customers not only desire, but expect seamless, personalized experiences across all touchpoints. In fact, 90% of users expect the customer experience to be consistent across all devices, and ...Read More

7 Ways to Maximize the Return on Your Channel Marketing Programs

  • June 19 2019
  • Resource: Loyalty Today

Don’t let your co-op, MDF, or compliance programs run on autopilot. There are sales at stake. Many national brands with indirect sales channels such as franchisees, dealers, or resellers have allowed their channel marketing programs to...Read More

Data and Analytics: A Retail Industry Perspective

  • June 19 2019
  • Resource: Research and Reports

According to Marlon Bowser, CEO of technology supplier HTK, “If retailers are going to prioritize something this year, it should be data. Pursuing CX and loyalty initiatives without giving proper attention to the data that powers them will...Read More

5 Common Fears About AI for Marketing – And How to Address Them

  • June 18 2019
  • Resource: Loyalty Today

This is the second post in our “AI for CX & Marketing” series – check out the first post here.If you’re trying to build AI into your martech stack, you may hit some internal resistance, whether you’re trying...Read More

7 Tips For Successful Customer Loyalty Programs In 2019

  • June 17 2019
  • Resource: Loyalty Today

In 2019, almost every brand, store and company has a customer loyalty program. If done correctly, these programs can increase and retain customers.Sallie Burnett is a loyalty consultant, keynote speaker and Founder of Customer Insight Group...Read More

Loyalty Discount or Loyalty to the Discount?

  • June 14 2019
  • Resource: Loyalty Today

Chances are you have some affinity toward specific retailers, right?You might have a favorite grocery store or pet store or clothing store. Maybe that’s based on location. It’s on your way home. Maybe it’s just a place that you...Read More

7 Ways To Surprise & Delight Your Customers In 2019

  • June 13 2019
  • Resource: Loyalty Today

You’ve implemented a great loyalty program, your rewards program is converting quicker than you can imagine, but you’re trying to think of that little extra special something to give to your customers in 2019. Lucky for you, we...Read More

What’s The Future of Blockchain in Loyalty Marketing?

  • June 12 2019
  • Resource: Loyalty Today

At the height of the Cryptocurrency trading frenzy, Bitcoin reached a unit value of $19,650. It hasn’t been that high since. A little more than a year later, Bitcoin declined 84 percent and hit a new low of $3,128. It is currently trading...Read More

Consumers Failing to Embrace AI Benefits, Says Research

  • June 11 2019
  • Resource: Loyalty Today

Pega study highlights the need for greater empathy in artificial intelligence systemsLAS VEGAS – June 4, 2019 – Consumers lack trust in artificial intelligence (AI) and don’t understand the extent to which it can make their...Read More

Mastering Data Management for Better Personalization

  • June 10 2019
  • Resource: Loyalty Today

If you’re pursuing personalization as part of your marketing strategy, you’ll know how important data is to the end result.After all, it’s hard to give each customer a tailored experience if you don’t know who they are, how...Read More

Guiding The Customer Journey: The Influence of Preferences, Curation and Relevance

  • June 07 2019
  • Resource: Loyalty Today

My husband and I are very different shoppers. Whether in a big box store or looking at new cars, he wants his phone to be his digital assistant while I’m scanning for an available salesperson.He avoids ‘the approach’ of a human...Read More

Using the Science of Habits to Create a Successful Loyalty Program

  • June 06 2019
  • Resource: Loyalty Today

There are many theories as to why some loyalty programs succeed while others either fail or exist on autopilot without generating ongoing customer engagement. The science behind habitual consumer behavior offers insights that loyalty...Read More

7 Ways to Earn Customer Love in 2019

  • June 05 2019
  • Resource: Loyalty Today

What will it take to win the hearts of consumers in 2019? What do consumers expect from brands in exchange for their love and devotion? On Valentine’s Day, we sat down with a panel of marketing experts from CrowdTwist, Lenati, and ...Read More

Customer Data is The Ticket to Personalized Offers

  • June 04 2019
  • Resource: Loyalty Today

Building relationships with customers is a lot like building personal relationships. If all you ever do is talk about yourself and tell everyone how great you are, people will start to tune you out and walk away. Customers are more...Read More

What Are The Key Metrics That Impact Email Deliverability?

  • June 04 2019
  • Resource: Loyalty Management

What are the key metrics that impact email deliverability? The below piece takes a look at the relationship between subscriber engagement and reduced spam placement and provides three key industry benchmarks for metrics that impact deliverability....Read More

Why Now is The Turning Point for Digital Customer Service

  • June 04 2019
  • Resource: Loyalty Management

Our increasing use of digital channels, such as messaging and social media, to communicate with each other has fundamentally changed the customer service landscape. Our expectations as consumers continue to rise and now after a decade of digital...Read More

Understanding The Benefits of ‘The Art’ Component in The Art and Science of Loyalty

  • June 03 2019
  • Resource: Loyalty Management

When you think of ‘the what’ behind a successful loyalty program, technology often comes to mind. Technology is ‘the science’ that stores and processes all the technical functionality within our programs. But what about the...Read More

Digital Fraud Prevention and Business Innovation

  • June 03 2019
  • Resource: Loyalty Today

In today’s competitive consumer sales environment, many companies are engaged in digital transformation.For merchants, this often means expanding traditional sales channels to include loyalty programs, mobile apps, coupons, and international...Read More

The Key to Food Service Loyalty in The Digital Age

  • June 03 2019
  • Resource: Loyalty Management

As digital devices and services have proliferated in food service over the past decade, it seems that customer and employee loyalty have generally become more difficult to build and sustain.  Despite this trend, a few companies have managed...Read More

Loyalty Expo Recap: Going Beyond Points

  • May 31 2019
  • Resource: Loyalty Today

Although rewards (points) remain an integral component of loyalty programs, customer expectations are changing. As marketers, we need to fulfill these expectations.Loyalty marketing is complex. But when you keep the customer’s voice...Read More

Building Customer Loyalty: The Value of Tiers

  • May 30 2019
  • Resource: Loyalty Today

Today’s loyalty landscape is saturated with the typical spend and get model. With “86% of loyalty marketers us[ing] points and 75% us[ing] instant cash-back or discounts in their program1,” customers are yearning for brands to...Read More

MicroExperiences: The Key Secrets to Brand Loyalty

  • May 29 2019
  • Resource: Research and Reports

It’s no secret that customer experience is everything in retail. During every stage in the funnel, from exploring your brand presence on social media all the way to the checkout process. It’s about ensuring every single step has a...Read More

Back to School Engage Report Research and Real World Examples to Help Brands Better Engage With Consumers

  • May 28 2019
  • Resource: Research and Reports

When asked which category caused them the most stress, parents indicated anxiety across all major Back to School shopping categories. While Computers and Electronic Gadgets are typically the most expensive purchases, social pressures and the range...Read More

Why Your Loyalty Program Needs to be a Deep Differentiator

  • May 28 2019
  • Resource: Loyalty Today

Today it’s easier than ever to start a business selling products. Internet retailers are turning up every day and pop-up stores are on the rise.People can start e-commerce stores in their bedrooms. Things like drop shipping make fulfillment...Read More

Can We Just Change the Channel? Five Ways to Streamline your E-Commerce Channel

  • May 18 2019
  • Resource: Loyalty Today

Are you satisfied with the return on your investment for each of your chosen marketing channels – or do you have a sinking feeling it could be better?  If you work in marketing, you know that the pressure is always on to stretch those...Read More

Participant Perspectives on the Future of Retail

  • May 16 2019
  • Resource: Loyalty Management

What feedback loops and market research programs are your company taking to make sure you stay on the “cutting edge” of what your customers want? Staying ahead of the curve with regards to customers perceptions, needs and expectations...Read More

Can We Just Change the Channel? Five Ways to Improve your Direct Mail Channel

  • May 09 2019
  • Resource: Loyalty Today

Are you satisfied with the return on your investment for each of your chosen marketing channels – or do you have a sinking feeling it could be better?  If you work in marketing, you know that the pressure is always on to stretch those...Read More

[Podcast] A’s Access Adds Flexibility to the Customer Experience

  • May 06 2019
  • Resource: Multimedia

The Oakland Athletics are taking an innovative approach to ticketing for the 2019 season. Instead of selling season tickets, the Athletics have implemented a membership program, “A’s Access.” For a monthly fee, members will get a...Read More

KNow Your Customer Better

  • May 03 2019
  • Resource: Loyalty Management

1. What are the various types of data gathering? The numbers of ways companies can access and gather data seem to grow exponentially every year. Information can be gathered actively (through surveys, market research, panels, communities, ad...Read More

2019 Loyalty Expo Award Finalist Preview Series: Wyndham Hotels and Resorts

  • May 03 2019
  • Resource: Multimedia

Wyndham Hotels & Resorts is a finalist for the Customer Loyalty Strategy and Incentive and Reward Design categories in this year's Loyalty360 Awards. Hear from Wyndham's Eliot Hamlisch on why he thinks Wyndham Hotels & Resorts...Read More

Loyalty Points Are Here to Stay. So Are Heightened Member Expectations

  • May 02 2019
  • Resource: Loyalty Today

Point-based loyalty programs aren’t going anywhere, but we are seeing a significant shift in what members expect in terms of benefits from the loyalty program(s) they participate in. Doesn’t it seem that every year we come across...Read More

2019 Loyalty Expo Award Finalist Preview Series: Overstock.com

  • May 02 2019
  • Resource: Multimedia

Overstock is a finalist for the Employee Engagement and Customer Loyalty Strategy categories in this year's Loyalty360 Awards. Hear from Overstock's Jimmy Budnik on why he thinks Overstock should take home the platinum at this year's...Read More

3 Ways to Listen to The Voice of The Customer

  • May 02 2019
  • Resource: Loyalty Management

Marketers often plan and align loyalty programs and promotions to match larger marketing plans. While intentions are good, this approach can result in too heavy of a focus on internal goals instead of actually listening to the voice of the...Read More

Using Customer Preferences to Create a Better Customer Experience

  • May 02 2019
  • Resource: Loyalty Management

The ability to deliver a great customer experience can go a long way towards separating your business from other competitors in your market space. A 2017 survey from Gartner showed that 81% of companies were looking to compete directly on that...Read More

Can We Just Change the Channel? Five Ways to Optimize your Social Media Channels

  • April 30 2019
  • Resource: Loyalty Today

Are you satisfied with the return on your investment for each of your chosen marketing channels – or do you have a sinking feeling it could be better?  If you work in marketing, you know that the pressure is always on to stretch those...Read More

6 Reasons You (and Your Customers) Need a Customized Loyalty Program

  • April 26 2019
  • Resource: Loyalty Today

One of the key traits of a premium loyalty program is that it has to be great for consumers and retailers.That means there are KPIs on both sides. Retailers want a program that brings in revenue by increasing purchase frequency, basket size, and...Read More

Improving Brand Engagement Through Human-Centered Loyalty Technology

  • April 25 2019
  • Resource: Loyalty Today

When we applied a human-centered approach to development of ICF Next’s loyalty technology platform, we saw huge benefits. Your customers can, too. I’m lucky to lead a team that is at the top of its field. For the past decade our...Read More

Can We Just Change the Channel? Five Ways to Fortify Your Mobile Marketing Channel

  • April 24 2019
  • Resource: Loyalty Today

Are you satisfied with the return on your investment for each of your chosen marketing channels – or do you have a sinking feeling it could be better?  If you work in marketing, you know that the pressure is always on to stretch those...Read More

The Ultimate Prizing Bracket

  • April 23 2019
  • Resource: Loyalty Today

Inspired by the madness of NCAA basketball, the “Ultimate Prizing Bracket” pits popular incentives offered by brands as part of their sweepstakes and loyalty strategies against each other to determine the most desirable prize. Starting...Read More

20 Brands Consumers Can't Live Without: How To Earn Customer Loyalty in 2019

  • April 23 2019
  • Resource: Research and Reports

What makes customers loyal in 2019? What are brands doing to stand out from the competition and win the hearts and share of wallet of consumers. Which brands are leading the pack? In this e-book we present the top five and take an indepth look...Read More

Three Reasons Why Marketers Should Be Using Advanced Analytics

  • April 22 2019
  • Resource: Loyalty Today

Today, marketers are relying on analytics to aid and guide practically every decision they make. Implementing marketing analytics allows organizations to pinpoint specific groups of customers, measure success, and drive decisions.This is more...Read More

Reviving the Intercept Interview

  • April 18 2019
  • Resource: Loyalty Today

How do you get authentic, rich feedback from customers quickly?  Interview them where they are.  Qualitative Intercept Interviews (QIIs) deliver in the moment authenticity and ensure the feedback is grounded in actual/recent behavior as...Read More

Igniting Loyalty in Low-Frequency Categories

  • April 17 2019
  • Resource: Loyalty Today

Successful customer loyalty in low-frequency categories can be attributed to these best practices. The convergence of big data, social media and omnichannel marketing are causing a tectonic shift for brands and organizations. As a result, more...Read More

Missed Opportunities: 3 Ways To Use Transactional Emails To Increase Brand Lift

  • April 16 2019
  • Resource: Loyalty Today

The stroke of midnight, May 25th, 2018 marked the effective implementation date of the European Union’s General Data Protection Regulation (GDPR). Although GDPR is applicable to EU countries, the ripple effect in our global, internet...Read More

Considering a CDP? Look Before You Leap

  • April 12 2019
  • Resource: Loyalty Today

What to think about before investing in marketing technology.Think back to the last time you bought a car. You probably had a pretty good idea of what you were looking to get out that vehicle:Whether you’d be cruising...Read More

Retail Recap Q1 2019: Subscription Trend Heats Up the Loyalty World

  • April 11 2019
  • Resource: Loyalty Today

In our first edition of Retail Recap for 2019, we saw the launch of the Apple Card, the upward trajectory tied to Major League Baseball’s innovative approach to customer loyalty, Burger King’s entry into the subscription market...Read More

How to Wave Goodbye to Survey Fatigue: A Guide to Boosting Response Rates

  • April 10 2019
  • Resource: Loyalty Today

How many times this week have you been invited to provide feedback by a company from which you’ve recently purchased? There have been a few, haven’t there? I’ve had one about buying shoes. Another about why I didn’t buy...Read More

Translating Challenge Into Opportunity

  • April 09 2019
  • Resource: Loyalty Today

Our collaborative approach to problem-solvingProblem-solving. It’s woven into the everyday human experience, crucial for commercial and creative success, and best supported by careful thinking, deep understanding and trusting relationships...Read More

Modularity is Still the Name of The Game

  • April 08 2019
  • Resource: Loyalty Today

The 2019 State Healthcare IT (HIT) Connect Summit kicked of its 3-day event in Baltimore’s Inner Harbor on Monday, March 18, 2019, welcoming hundreds of federal and state government healthcare professionals to join the discussion...Read More

Are Your Employees Driving Your Customers Away?

  • April 05 2019
  • Resource: Loyalty Today

Think back to the last time you walked into a store. It can be any store — department, grocery, even a convenience store. Try to remember the experience. Maybe you rushed in towards the items you needed. Or maybe you browsed around aisle by...Read More

The 7 Most Innovative Brands of 2018

  • April 04 2019
  • Resource: Loyalty Today

Earning loyalty in 2018 was particularly challenging due to consumer concerns around data and growing expectations around brand experience. Brands were forced to step up their efforts to keep customers coming back. Many brands chose to innovate...Read More

[Podcast] TD Bank Presents an Authentic Customer Experience Part II

  • April 04 2019
  • Resource: Multimedia

This is the second installment of Loyalty360’s Q&A with Arianna Orpello, Head of Brand, Channel, and Field Marketing for TD Bank. You can read part one here. To read TD Bank Presents an Authentic Customer Experience Part II, click here...Read More

[Podcast] Loyalty360 State Of The Industry Podcast: Featuring Red Shoes Living and Fidelum

  • April 03 2019
  • Resource: Multimedia

Creating engaging experiences that actualize emotional bonds and drive customer loyalty might be the best marketing strategy that brands can employ. As such, Loyalty360 believes that this strategy should be of utmost importance to marketers. As...Read More

The New Reward Experience for Modern Loyalty

  • April 03 2019
  • Resource: Loyalty Today

If there is one thing all businesses have in common, it’s the need to attract, engage, and keep customers coming back. Loyalty programs were born out of a need to do this when shop owners gave customers copper tokens that could be redeemed...Read More

[Podcast] Technology Didn’t Disrupt Your Industry: Q&A with Thales S. Teixeira, Part IV

  • April 03 2019
  • Resource: Multimedia

This is the fourth and final installment of our conversation with Thales S. Teixeira, Lumry Family Associate Professor at Harvard Business School. Readers can find information on his book at https://www.decoupling.co/.  To read ...Read More

Banking Loyalty: Personalization, Engagement and Blockchain

  • April 02 2019
  • Resource: Loyalty Today

Loyalty in the banking sector is typically driven through credit cards. According to a recent Bankrate study, there are approximately 2 billion credit card holders in the USA alone, and each person carries four credit cards on average...Read More

If You Only Remember One Thing – Test and Retest For Superior Customer Experience

  • April 02 2019
  • Resource: Loyalty Management

Consumer expectations are higher than ever before, and the importance of a strong customer experience is morphing into a highly personalized, highly demanding landscape. With the rise of technology and big data, personalization offers brands a...Read More

Three Loyalty Predictions from Oracle

  • April 02 2019
  • Resource: Loyalty Management

Companies have begun to create new, non-traditional roles. Positions like “Chief Customer Officer” are being added to companies across a multitude of industries. In addition, subscription services have entered the retail space and are...Read More

[Podcast] TD Bank Presents an Authentic Customer Experience

  • April 02 2019
  • Resource: Multimedia

To read TD Bank Presents an Authentic Customer Experience, click here. To read TD Bank Presents an Authentic Customer Experience Part II, click here. To listen to [Podcast] TD Bank Presents an Authentic Customer Experience II...Read More

3 Benefits of Subscription-Based Loyalty Programs

  • April 02 2019
  • Resource: Loyalty Management

There’s been a lot of discussions around subscription-based loyalty programs and if brands should incorporate the model into their existing customer experience strategy. For brands thinking about offering a subscription-based program –...Read More

[Podcast] Technology Didn’t Disrupt Your Industry: Q&A with Thales S. Teixeira, Part III

  • April 01 2019
  • Resource: Multimedia

This is the third of four installments of our conversation with Thales S. Teixeira, Lumry Family Associate Professor at Harvard Business School. In the previous installment, Teixeria explained how BestBuy approached the issue of &ldquo...Read More

[Podcast] Technology Didn’t Disrupt Your Industry: Q&A with Thales S. Teixeira, Part II

  • March 28 2019
  • Resource: Multimedia

This is the second of four installments of our conversation with Thales S. Teixeira, Lumry Family Associate Professor at Harvard Business School. Readers can find information on his book at https://www.decoupling.co/.  To read Technology...Read More

[Podcast] The Sub Sandwich and the Emotional Connection: Jersey Mike’s Q&A Part II

  • March 28 2019
  • Resource: Multimedia

This is the second installment of our conversation with Jersey Mike’s CMO, Rich Hope. You can listen to the first part here.  How are you looking at personalization?   We collect a tremendous amount of data on our customers...Read More

The Future of Mobile: Welcoming the Next Era of Engagement

  • March 28 2019
  • Resource: Loyalty Today

Consumers are swimming in a sea of apps. To cut through the noise in today’s “always on” world, brands must prioritize meaningful mobile experiences with everyday utility and real-time relevance. From geolocation services to...Read More

[Podcast] Technology Didn’t Disrupt Your Industry: Q&A with Thales S. Teixeira, Part I

  • March 27 2019
  • Resource: Multimedia

This is the first of four installments of our conversation with Thales S. Teixeira, Lumry Family Associate Professor at Harvard Business School. Readers can find information on his book at https://www.decoupling.co/.To read Technology...Read More

The Best Way to Grow Customer Loyalty – Without a Program

  • March 27 2019
  • Resource: Loyalty Today

If a loyalty program isn’t right for your business, how do you invest in customer retention and loyalty? The solution lies in creating emotional connections through personalized engagement.Google “how to grow customer loyalty&rdquo...Read More

Delicious Metrics Hidden in Your Welcome Email Data

  • March 26 2019
  • Resource: Loyalty Today

When reviewing email results, click rates and open rates tend to dominate the menu. But even if those metrics will always be the main course, there are some sweet rewards waiting for marketers who think creatively about their data.One way to...Read More

What Are Your Filthiest CX Habits? And How Can You Break Them?

  • March 25 2019
  • Resource: Loyalty Today

What are your worst habits? Biting your fingernails? Swearing? Expecting everyone in the business to care as much about Net Promoter Score as you do? Confirmit surveyed 700 customer experience professionals and we’ve crunched the...Read More

What Robots in The Media Are Missing: Empathy

  • March 22 2019
  • Resource: Loyalty Today

It is now a full one month since the playing, winning, and losing of Super Bowl LIII, and one thing is still haunting me about that game. No, it is not the utter lack of scoring. And it is not that the Rams seemed to have left their energy back in...Read More

How to Build a Loyalty Program for the Modern Consumer

  • March 21 2019
  • Resource: Research and Reports

Traditional retail was all about the retailer. So too were traditional loyalty programs. With points, discounts, and other purely transactional elements, everything focused on trying to make the customer loyal to the retailer. Loyalty was viewed...Read More

[Podcast] The Sub Sandwich and the Emotional Connection: Jersey Mike’s Q&A Part I

  • March 20 2019
  • Resource: Multimedia

Managing a franchised restaurant brand is no small task. You have to keep a consistency of brand and a consistency in culture across many locations owned by different people. Keeping the franchisees, the employees, and the consumers engaged is a...Read More

When It Comes to Data, Seasonality Is Always In Season

  • March 20 2019
  • Resource: Loyalty Today

Last month we saw the images of presidents appear in quite a few ads while this month we’re seeing lots of shamrocks to align with consumers’ mindsets and the planning of gatherings for corn beef and cabbage. Seasonality helps drive...Read More

Loyalty360 2019 State of the Industry Executive Perspectives Report

  • March 20 2019
  • Resource: Research and Reports

Creating engaging experiences that actualize emotional bonds and drive customer loyalty might be the best marketing strategy that brands can employ. As such, Loyalty360 believes that this strategy should be of utmost importance to marketers. As...Read More

Six Ways CPGs Use Loyalty to Drive Revenue

  • March 19 2019
  • Resource: Loyalty Today

 As CPGs continue to navigate the direct-to-consumer landscape and finding ways to improve their customer experience and campaigns, loyalty continues to be the primary tactic to enable personalization, increased engagement and customer...Read More

[Podcast] MarchBeyond the Flowers and Chocolates of 1-800-FLOWERS.COM, Inc., Part II

  • March 18 2019
  • Resource: Multimedia

This is the second installment of our talk with Steve Druckman, President of the Midwest Gourmet Food Group at 1-800-FLOWERS.COM, Inc.. For Part I, click here.  How do you decide what works and what doesn’t work in regard to...Read More

Why Housewares are Important Loyalty Rewards

  • March 15 2019
  • Resource: Loyalty Today

Each year, over 60,000 visitors and some 2,200 exhibitors descend on McCormick Place in Chicago to learn everything there is to know about housewares. This year’s theme was “It’s SMart,” highlighting not only the importance...Read More

Data and Analytics: A Hospitality Industry Perspective

  • March 14 2019
  • Resource: Research and Reports

Every company who is focused on customer loyalty is faced with the challenge of collecting data from an increasing array of new, disparate, confusing, redundant, and sometimes unidentifiable data sources.In addition, the tasks of extracting...Read More

Why Doritos’ Marketing Strategy Made Super Bowl History

  • March 14 2019
  • Resource: Loyalty Today

As Patriots fans rejoice and Rams fans sulk, everyone else is busy judging all the Super Bowl commercials. Because we marketers all know that the real competition happens after game day. And when it comes to impeccable Super Bowl campaigns...Read More

Q&A: The Rideshare Effect

  • March 13 2019
  • Resource: Loyalty Today

Amit Deshpande dives into how car rental companies can better understand people and generate larger market share.Since rideshare apps like Uber and Lyft hit the market, there has been a noticeable shift in how people use car services. To better...Read More

25 Years in Business Travel

  • March 12 2019
  • Resource: Loyalty Today

To celebrate Corporate Travel Management’s 25th birthday, we’ve taken a look back at some of the biggest changes to have revolutionised business travel during the past 25 years.Business travel today is unrecognisable from 25...Read More

How to Create Loyalty Moments Through Customer Experience

  • March 11 2019
  • Resource: Loyalty Today

Loyalty moments occur when we have interactions with a brand that create a lasting impact and shape our future interactions.Companies that focus on creating more loyalty moments with their customers will reap the benefits and greatly enhance their...Read More

[Podcast] Beyond the Flowers and Chocolates of 1-800-FLOWERS.COM, Inc.

  • March 11 2019
  • Resource: Multimedia

With Valentine’s Day being one of the biggest business days for retailers around the world, many companies have come to implement strategies to maximize profit. While some businesses may be more relevant than others, almost every company in...Read More

3 Clever Ways to Transform Employees into Brand Ambassadors

  • March 11 2019
  • Resource: Loyalty Management

Your most valuable sales and marketing resource is sitting all around you, caring for your customers, building your products and delivering your services.Your employees are your greatest allies in exhibiting your brand value and singing your...Read More

Confirmit CX Nudge Time to Take Action: A CX Engagement Toolkit to Support True Business Impact

  • March 11 2019
  • Resource: Research and Reports

Are you surprised that your CX program is not delivering the results you are expecting? Is it struggling to drive sustainable change? Despite the comprehensive feedback your program has collected. Despite the advanced analytics identifying the key...Read More

The State of Best-in-Class Customer Experience Survey Report: Top Imperatives for Your 2019 & Beyond Marketing Strategy

  • March 08 2019
  • Resource: Research and Reports

Through a unique blend of content, networking, and research, Loyalty360 represents a community of the best voices and minds in the customer loyalty industry. As such, in partnership with SAP, we are thrilled to present our “The State of Best...Read More

Changing Your Loyalty Program? These 4 Communication Strategies Can Minimize Member Angst

  • March 08 2019
  • Resource: Loyalty Today

Don’t go breaking my programAs the loyalty landscape continues to mature, many brands have started assessing their program structure and making changes accordingly. For example, we recently worked with The Vitamin Shoppe to redesign the...Read More

2019 Pet Industry Trends to Foster Customer Loyalty

  • March 07 2019
  • Resource: Loyalty Management

2018 was a busy year for the pet industry. With the significant mergers of companies combined with the rapid growth of the premium grocery industry, people are spending more money on their pets than ever before. But what about the pet loyalty...Read More

4 Myths About Consumer Incentives

  • March 07 2019
  • Resource: Loyalty Today

For years, marketers have leveraged a wide range of incentives such as coupons, rebates, sweepstakes and loyalty programs to motivate consumer behavior.A recently released research study, “Incentivized Engagement Report: How Brands Can...Read More

High-Tech Powers of Rebates

  • March 06 2019
  • Resource: Loyalty Today

#1 Connect to customers wherever they areEvery consumer is on their own personal and customizable digital journey. As a marketer, you’re always looking for opportunities to interact with them on their own terms, on their own turf. Having a...Read More

The Struggle to Realize Data’s Potential Ignites a Debate

  • March 05 2019
  • Resource: Loyalty Today

With companies facing increasingly complex data challenges that can determine the success or failure of their business, never has it been so important to have accurate and reliable data. Businesses encounter almost continuous disruption &ndash...Read More

2019 Loyalty Barometer Report: What Consumers Think of Loyalty & Reward Programs

  • March 05 2019
  • Resource: Research and Reports

In 2017, HelloWorld, A Merkle Company released its first Loyalty Barometer Report -- a look at how consumers really feel about reward programs and where brands may need to pivot to accommodate consumer preferences. Due to the quickly-evolving...Read More

[Podcast] Jersey Mike’s Enlists UberEATS: Q&A Part II

  • March 04 2019
  • Resource: Multimedia

This is the second installment of our conversation with Scott Scherer, Chief Information Officer of Jersey Mike’s Subs. You can read Part I here.  How did the partnership with UberEATS come about and how has it benefited Jersey...Read More

The Influence of Customer Service in Loyalty Programs

  • March 04 2019
  • Resource: Loyalty Today

I think it’s fair to say that we’ll never forget the best and worst customer service we’ve experienced throughout our shopping excursions, dining at restaurants or travels. Customer service is an integral component of the loyalty...Read More

1-800-FLOWERS.COM, Inc. Looks to New Technologies to Implement Change

  • March 01 2019
  • Resource: Loyalty Management

Not surprisingly, gifts for annual holidays such as Valentine’s Day, Mother’s Day, and Christmas tend to be a last-minute affair for millions of Americans each year. It seems that more and more, everyone is busy around the holidays...Read More

5 Design Considerations for Your Enterprise Customer Insights Program

  • March 01 2019
  • Resource: Loyalty Management

Personalizing communications and speaking to customers in a 1:You manner is something marketers strive to achieve. 1:You is a holistic customer experience strategy that focuses on personalizing communications with the best choice for individuals...Read More

The Loyalty Long Game

  • March 01 2019
  • Resource: Loyalty Management

Loyalty is hard. Any brand that sets out to earn customer loyalty quickly learns that it can be an elusive goal, both in the achieving of it and even more so in the keeping of it.  Ironically, the reason for this is simple. Loyalty is not...Read More

Emotional Loyalty Scoring: Research to Know What Drives YOUR Customers

  • March 01 2019
  • Resource: Loyalty Today

In this world of price transparency and competition, why should consumers choose your brand? They can easily pick up their phones and find the lowest price for sirloin steak, a car or a vacation. Yet, some customers will consistently choose the...Read More

Three Mistakes Programs Make Using Bonus Points (And, How To Fix Them)

  • February 28 2019
  • Resource: Loyalty Today

Bonus Points: Three Common Program Mistakes Loyalty strategists know that bonus point opportunities can be a great way to drive traffic, lift frequency, improve basket size, or celebrate key relationship-building milestones. As Brierley...Read More

Incentivized Engagement Report: How Brands Can Leverage Incentives to Motivate Behavior Across the Customer Journey

  • February 27 2019
  • Resource: Research and Reports

For brand marketers, the term “incentives” might bring to mind discounts or coupons. However, price markdowns on products or services are not the only way to encourage consumers to complete purchases. In fact, discounts are the tip of...Read More

The Value of Loyalty for Telecoms Brands

  • February 27 2019
  • Resource: Loyalty Today

The Loyalty ChallengeCustomer retention is a challenge for all industries, but churn rates are particularly high in the telecommunications industry, averaging between 10 and 67% annually. For example, it is estimated that 75% of the...Read More

[Podcast] Keeping Changing Customers Loyal With Aimia: Q&A Part II

  • February 27 2019
  • Resource: Multimedia

This is the second installment of our talk with Sara Galloway, Director of Loyalty Consulting for Aimia. You can read Part I here. Aimia is a loyalty vendor that has tracked these changes whenever and wherever they have occurred. A global...Read More

Thinking About AI? Start With The “Why”.

  • February 26 2019
  • Resource: Loyalty Today

According to a recent article by Retail Week, the majority of retailers have already bought into the idea of AI – with 74% investing in pilot projects. Yet when asked why they wanted to pursue this new technology, most retailers couldn&rsquo...Read More

[Podcast] Jersey Mike’s Innovates from Within: Q&A Part I

  • February 26 2019
  • Resource: Multimedia

The fast, casual restaurant industry has grown considerably in the 21st century. Busy folks now enjoy a plethora of options for their lunch breaks, and accordingly, the competition between restaurants intensifies. To survive, a restaurant brand...Read More

The 4 Analytics Tools Marketers Need

  • February 25 2019
  • Resource: Loyalty Today

Successful brands use data to direct business strategy, optimise customer journeys and craft relevant content to build long-term relationships. The beauty of loyalty is it’s the most influential mechanism for capturing customer data while...Read More

Humanizing Loyalty: A Road Map to Establishing Genuine Emotional Loyalty at Scale

  • February 25 2019
  • Resource: Research and Reports

You’re never too big to establish a more human side to your loyalty efforts.On the following pages, we’ll define what humanizing loyalty means and why it’s more critical than ever to creating an unbreakable bond with your...Read More

How Packaging Impacts Perception

  • February 22 2019
  • Resource: Loyalty Today

Incentive experts have always talked about how the presentation an award is just as important as the award itself. In fact, an IRF Study found that 40% – 50% of the reward experience has nothing to do with the award. Presenting an award in...Read More

Loyalty360 Executive Perspective: The Brand Guide to Tackling the Challenge of Data and Analytics

  • February 21 2019
  • Resource: Research and Reports

Successful brands use data to direct business strategy, optimize customer journeys and craft relevant content. Join Mark Johnson, CEO, Loyalty360, and Sara Galloway, Director of Strategy, Aimia, as they dive into the challenges and...Read More

Is Your Email Strategy Inclusive?

  • February 21 2019
  • Resource: Loyalty Today

3 legal and ethical reasons your email marketing should be accessible, and tips for getting thereConsumers on average receive 121 emails per day. As marketers, it’s our responsibility to ensure all recipients are able to view, read...Read More

[Podcast] Loyalty360 Executive Perspective: The Brand Guide to Tackling the Challenge of Data and Analytics

  • February 21 2019
  • Resource: Multimedia

Join Mark Johnson, CEO, Loyalty360, and Sara Galloway, Director of Strategy, Aimia, as they dive into the challenges and opportunities brands face concerning data, analytics and their resulting output – insights. During the webinar...Read More

New Year, New Loyalty Program: 3 Signs It’s Time to Upgrade

  • February 20 2019
  • Resource: Loyalty Today

With a new year upon us, goals are being set, resolutions committed to, and change is in the air. If you’ve been settling with a loyalty program that is well past its prime, there is no time like the present to commit to something better.Not...Read More

Pega Predicts: What’s Next for Tech in 2019

  • February 19 2019
  • Resource: Loyalty Today

It seemed like 2018 went by in a flash – with AI, robotics, blockchain, and data transparency dominating the conversations in technology. What’s in the cards for 2019? We’ve summarized our favorite tech trends, below. RPA, AI, CX...Read More

20 Marketing Strategies to Challenge Amazon

  • February 19 2019
  • Resource: Research and Reports

Despite consumer spending reaching its highest in eight years, 2017 saw major changes in the retail space. 50 US retailers filed for bankruptcy, and some brick and mortar stores scaled back and closed locations.Where did consumers spend their...Read More

[Podcast] Keeping Changing Customers Loyal with Aimia: Q&A Part I

  • February 18 2019
  • Resource: Multimedia

The loyalty space is ever changing. A mere decade ago, we weren’t talking about data the way we are now, and personalization, if mentioned at all, only came up when we were discussing the most luxurious of products and experiences. Keeping...Read More

How Strong Loyalty Programs Take Fan Engagement to The Next Level

  • February 18 2019
  • Resource: Loyalty Today

Rewards programs have long been synonymous with retailers and brand manufacturers, but over the past couple of years, entertainment and media companies have started getting in on the action. Given the increased competition from streaming...Read More

Trends Disrupting Loyalty: Individualized Loyalty

  • February 15 2019
  • Resource: Loyalty Today

As personalization becomes more important to customers, marketers are searching for the holy grail of delivering individualized experiences to customers. Content, experiences, offers geared toward one person are significantly likely not only...Read More

3 Ways to Get Employees to Participate in Your Wellness Program

  • February 14 2019
  • Resource: Loyalty Today

Wellness programs are not new, nor is anyone debating their effectiveness. In fact, these programs have now become an expected benefit, which is no surprise.Healthier employees are happier, more productive and more loyal to the company. And let...Read More

Premium Loyalty? Subscription Loyalty? What Do We Call This Paid Loyalty Trend?

  • February 13 2019
  • Resource: Loyalty Today

In recent years we have seen many brands rethink their retail strategies by using premium loyalty programs.As loyalty program benefits become more experiential-based to attract additional customers and build emotional connections...Read More

[Infographic] The State of Best-in-Class Customer Experience: Top Imperatives for Your Marketing Strategy in 2019

  • February 12 2019
  • Resource: Research and Reports

Marketers today have a great vision around their goals, but many lack the ability to achieve them. There are key challenges that lie around customer trust and data privacy, internal knowledge gaps, rapidly changing technologies, and (not-so...Read More

Electronic Payment Brings New Opportunities to Lotteries

  • February 12 2019
  • Resource: Loyalty Today

Evolution in consumer payment preferences and changing legislative requirements for cash payment are bringing new opportunities to Lottery’s. Most Lottery’s still operate under “cash only” laws prohibiting the use of...Read More

Twitter Awards #MVP to Planters for a Winning Digital Strategy

  • February 11 2019
  • Resource: Loyalty Today

As broadcast and digital channels grow closer together, Big Game advertisers are quickly adapting their campaigns to extend beyond the traditional prime-time television spot. Merkle’s sixth edition of the Digital Bowl Report provides an...Read More

Restaurants: Embrace Data to Drive Revenue

  • February 08 2019
  • Resource: Loyalty Today

For restaurant marketers, data-driven marketing is the key to growth.As technology evolves, consumer behavior and preferences are changing. An Epsilon study found that 80% of consumers want personalized experiences from brands, including...Read More

To Market Better, Make 2019 “The Year of Predictions”

  • February 07 2019
  • Resource: Loyalty Today

My prediction for 2019 is that, for many companies, this year will be “The Year of Predictions.” Companies will discover that there is a more cost-efficient method to building “mountains of models” and making huge volumes...Read More

Industry Experts Share Their Predictions for Customer Loyalty

  • February 07 2019
  • Resource: Research and Reports

Last year saw a number of retailers rebuilding their loyalty programs from the ground up with the introduction of the Nordy Club from Nordstrom and the relaunch of Macy’s Star Rewards program, for example. While established players, such as...Read More

Get Points, For Thinking Beyond Points

  • February 06 2019
  • Resource: Loyalty Today

Marketers constantly waffle about whether loyalty programs are effective at retaining shoppers and improving the customer experience. Notable loyalty programs like Target’s boom and bust, with new iterations emerging nearly every...Read More

International Loyalty Marketing: Preparing Your People, Process and Technology For Success

  • February 06 2019
  • Resource: Loyalty Management

In today’s global landscape, marketers are continuously thinking about how they can advance their programs and technology applications to keep up with the evolving consumer behaviors. The successful U.S. based loyalty programs brands have...Read More

The Future of Loyalty: Four Shifts to Watch in 2019

  • February 06 2019
  • Resource: Loyalty Management

Loyalty programs are on the move. Can yours keep up?Customers want stronger loyalty programs that transcend transactions. In 2019, loyalty programs need to understand customers on personal terms; forge reciprocal relationships that aren’t...Read More

Emotional Connections Create Loyal Customers

  • February 05 2019
  • Resource: Loyalty Today

True loyalty requires passion. A customer who won’t switch brands for a better price has an emotional connection to the brand, not a rational one.  People rationalize their loyalty by saying the product is higher quality, or the company...Read More

E-Commerce, Loyalty, Labor and Consolidation Loom Large in ’19

  • February 04 2019
  • Resource: Loyalty Today

Online shopping and home delivery have had a dramatic impact on the grocery sector.2018 was a challenging year for the grocery sector, with changes in consumer shopping behaviors and competition from alternative retailers forcing many to re...Read More

The Data Gap in CPG Marketing

  • February 01 2019
  • Resource: Loyalty Today

CPG brands are finally embracing e-commerce, but there are still hurdles ahead.CPG brands know they need to embrace e-commerce channels to thrive in today’s market. Experts predict that by 2025, 10% of global fast moving consumer goods...Read More

Mind the GAAP Part 3: Mitigation Strategies & Best Practices

  • January 31 2019
  • Resource: Loyalty Today

As we’ve highlighted in Part 1 and Part2 of this 3 part Mind the GAAP series, beginning in 2018, changes in accounting for structured loyalty programs (i.e. points, miles, stars, etc.) may have significant potential impacts on your company...Read More

Create a Successful Catering Rewards Program

  • January 30 2019
  • Resource: Loyalty Today

Whether catering is already an established part of your restaurant or a new addition, offering your catering customers a rewards program designed just for them is a great way to grow a loyal repeat customer base.  Restaurant catering is a $33...Read More

Loyalty Program Best Practices: Get Experiential

  • January 29 2019
  • Resource: Loyalty Today

Today’s brands need to do more than stand out from the crowd — they need to celebrate their most loyal customers. To accomplish this, forward-thinking brands are becoming increasingly inventive with using experiential...Read More

[Podcast] The Family Coppola Executive Discusses Customer Loyalty

  • January 28 2019
  • Resource: Multimedia

When your company was founded by and reflects the name of the director of The Godfather, you’re probably headed for success. The Family Coppola has been leading in various ventures, from The Coppola Hideaway resorts to a quarterly...Read More

Using the Science of Habits to Create a Successful Loyalty Program

  • January 28 2019
  • Resource: Loyalty Today

There are many theories as to why some loyalty programs succeed while others either fail or exist on autopilot without generating ongoing customer engagement. The science behind habitual consumer behavior offers insights that loyalty...Read More

Why You Have to Stop Thinking in Points When it Comes to Customer Loyalty

  • January 25 2019
  • Resource: Loyalty Today

When you think of a loyalty program, what comes to mind?Points? Discounts? Scanning a loyalty card or giving your phone number at checkout?Traditionally, that’s what loyalty programs have looked like. And just about every retailer invests...Read More

12 Predictions for 1:1 Marketers in 2019

  • January 24 2019
  • Resource: Loyalty Today

As 2018 comes to a close and we turn the page to 2019, it is our tradition to pause and think about what the year ahead could bring. Like all industries, the loyalty space continues to experience massive change, and this is not going to slow in...Read More

[Podcast] For Eyes’ Vision for Customer Loyalty in Optical Retail: Part I

  • January 24 2019
  • Resource: Multimedia

The bespectacled among us know the drill. Once every year or two, you get your eyes checked, and if things have changed enough (and you usually know in advance whether or not that’s the case) you get a new prescription. Once you’ve got...Read More

Emotional Loyalty in 2019

  • January 23 2019
  • Resource: Loyalty Today

The traditional model of customer loyalty focuses around the idea of offering incentives in exchange for loyalty points or products. However, this transactional model overlooks those who aren’t loyal for the reason of logical transactions...Read More

3 Ways to Power Up Your CX in 2019

  • January 22 2019
  • Resource: Loyalty Today

Are your customer experience initiatives moving the needle? Are they differentiating you from the competition or meeting customers’ expectations? If the answer is anything other than a resounding “Yes!”, don’t worry –...Read More

Giving Customers What They Want: Personalized and Predictive Brand Experiences

  • January 22 2019
  • Resource: Research and Reports

According to Forrester, the consumer landscape has changed. Consumers are more empowered than ever, have more choices available to them, and have greater expectations from the brands they purchase from and engage with.The recent State of the...Read More

Mind the GAAP Part 2: Leading Program Financials Examples

  • January 21 2019
  • Resource: Loyalty Today

Congratulations! If you’ve read through Part 1 of our 3-part series, you’ve gained an appreciation for the potential impacts the new “deferred revenue” accounting rules could have on your loyalty program’s financial...Read More

[Podcast] MGM Executives Discuss Gaming Experience Improvements

  • January 21 2019
  • Resource: Multimedia

On May 14, 2018, the Supreme Court overturned PASPA (the Professional and Amateur Sports Protection Act), a 1992 law which effectively outlawed sports betting nationwide. The impact was both immediate and immense to consumers and the gaming...Read More

[Podcast] Loyalty Expo Speaker Preview Series: Chris Malone, "The HUMAN Brand: Building Brand Loyalty in the Digital Age"

  • January 18 2019
  • Resource: Multimedia

As digital technology has proliferated during the past decade, it seems that customer and brand loyalty have become more difficult to develop and sustain. Have the traditional principles of brand building and loyalty become obsolete? Chris Malone,...Read More

[Podcast] Papa John’s Discusses Brand Relaunch

  • January 18 2019
  • Resource: Multimedia

Papa John’s is a pizza restaurant franchise company. It has over 5,100 stores operating in the United States and 44 other countries. In 2002, the company became the first national pizza chain to make online ordering available to all US...Read More

Less Common AI Terms Marketers Should Know

  • January 18 2019
  • Resource: Loyalty Today

If you Google “AI terms marketers should know” you’ll find quite a few posts that include many of the same AI terms. Common AI terms include machine learning (ML), algorithm, supervised learning, unsupervised learning, and weak...Read More

Making B2B Marketing Better: A Guide

  • January 17 2019
  • Resource: Loyalty Today

B2B relationships between brands and their channel partners are no longer as clear-cut as in the past. With the evolution of digital and online mediums, new breeds of channel partners have emerged, with roles to play beyond mere sales. Social...Read More

3 Ways to Improve Your Wellness Program ROI

  • January 16 2019
  • Resource: Loyalty Today

There are dozens of ways, if not hundreds, that incentives can be used to motivate employees to work better, harder, faster or more efficiently (learn more here). But the most beneficial program—for both employees and management&mdash...Read More

[Podcast] Zylotech Unifies Data Silos

  • January 15 2019
  • Resource: Multimedia

In recent years, leading brands have focused on consumer data acquisition. After all, the more information collected, the better you know your customer and the better you’re able to serve her. But merely amassing data isn’t enough...Read More

[Podcast] AMC Theatres Vice President Takes Disruption Head On

  • January 15 2019
  • Resource: Multimedia

AMC Theatres is an American movie theater chain founded it 1920. It has the largest share of the American theater market, ahead of Regal Entertainment Group and Cinemark Theaters. After acquiring Odeon Cinemas, UCI Cinemas, and Carmike Cinemas in...Read More

Time, Effort & Expertise Impede Personalization

  • January 15 2019
  • Resource: Loyalty Today

Most marketers see data as the primary impediment to targeted marketing -- and with good reason. Data can be unwieldy, challenging to collect and even more difficult to organize across channels.Data presents very real challenges to marketers, but...Read More

What New Trends in Email Deliverability Mean for Marketers

  • January 15 2019
  • Resource: Loyalty Management

Email reigns as the most lucrative digital marketing channel, but it’s not without its challenges. Reaching the inbox and avoiding spam filters remain among the top challenges for email marketers who are constantly trying to do more with...Read More

The Future of Consumer Loyalty

  • January 14 2019
  • Resource: Research and Reports

Empowered by technology, the demands of the 21st century consumer have drastically changed. The modern consumer expects brands to provide tailored products and services—how they want it, when and where they want it—and they are willing...Read More

Loyalty Program Best Practices: Why Brand Values Should Be Part Of The Equation

  • January 14 2019
  • Resource: Loyalty Today

Modern loyalty programs are built on far more than transactions and points. In fact, a Capgemini study noted that 44 percent of shoppers feel loyalty program rewards are irrelevant. Rather, it’s been found that loyalty is deeply...Read More

[Podcast] Jai Rawat of Zinrelo Shares Loyalty Rewards Wisdom

  • January 11 2019
  • Resource: Multimedia

Zinrelo’s leadership in loyalty rewards is contingent upon its expertise and adaptability. Founder Jai Rawat recently spoke with Loyalty360 about the strategies needed to stay relevant in the present landscape.Rawat believes the future of...Read More

Mind the GAAP- Part 1: New Rules in Loyalty Liability & Revenue Recognition

  • January 11 2019
  • Resource: Loyalty Today

Part 1: New Rules in Loyalty Liability & Revenue RecognitionAccounting rarely makes any marketer’s Top 10 list for enthralling must-reads, but if you have a loyalty program, or are contemplating one, sharpen your pencils and grab your...Read More

The Human Brand: A Better Way to Measure & Improve Customer Experience

  • January 10 2019
  • Resource: Research and Reports

Strong customer loyalty should be the intended outcome of any customer experience. Customer loyalty is reflected by a voluntary willingness to repurchase or recommend a particular person, company or brand. Customer loyalty is essential because it...Read More

[Podcast] Your Brand and the Human Element

  • January 10 2019
  • Resource: Multimedia

People now care more and more about what brands are doing, even when the doings have little or nothing to do with the brand’s product or service. It’s a time of change, and navigating the shifting currents can be tricky. ...Read More

2018: The Year that CX Made Headlines

  • January 10 2019
  • Resource: Loyalty Today

For an industry that’s been growing and evolving for years now, I think it’s fair to say that 2018 was the year when the world of Customer Experience was really recognized as a game-changer. CX professionals and providers of services...Read More

How Packaging Impacts Perception

  • January 09 2019
  • Resource: Loyalty Today

Incentive experts have always talked about how the presentation an award is just as important as the award itself. In fact, an IRF Study found that 40% – 50% of the reward experience has nothing to do with the award. Presenting an award in...Read More

[Podcast] Expedia Group Director Focuses on Hyper-Personalization and Customer Feedback

  • January 09 2019
  • Resource: Multimedia

Expedia Group is a travel technology company that provides travel fare aggregators and travel metasearch engines through its numerous websites. These include, among others, carrentals.com, cheaptickets.com, expedia.com, and hotels.com. In total...Read More

Measurement: A Banking Industry Perspective

  • January 09 2019
  • Resource: Research and Reports

Measurement is a necessity in every industry, and the banking industry is no different. In fact, measurement might be even more important for financial institutions because they have a fiduciary responsibility to maximize stakeholder and...Read More

How Packaging Impacts Perception

  • January 09 2019
  • Resource: Research and Reports

Incentive experts have always talked about how the presentation an award is just as important as the award itself. In fact, an IRF Study found that 40% – 50% of the reward experience has nothing to do with the award. Presenting an award in...Read More

New Year, New Loyalty

  • January 08 2019
  • Resource: Loyalty Today

The one investment you need to make this year is...Loyalty. Seriously. We're not just being biased here. Read on. Want to personalize? 63% of marketers are struggling with data-driven personalization. Want to solve for the huge...Read More

Loyalty Programs in Question by Certain Industries

  • January 07 2019
  • Resource: Loyalty Management

It’s surprising during this age of “big data” that some companies are questioning the value of their loyalty programs.  In a time where customer data is easier to collect, cheaper to store and one of the top things on all...Read More

A Better Way to Measure & Improve Customer Experience

  • January 07 2019
  • Resource: Loyalty Today

Three Ways Traditional Customer Experience Measurement Can Damage LoyaltyWhile measuring customer loyalty is relatively easy, improving it is often much harder. Unfortunately, traditional approaches to Customer Experience Measurement(CEM) such as...Read More

Simplicity in Loyalty Programs – Not as Simple as it Sounds

  • January 04 2019
  • Resource: Loyalty Management

During a loyalty program design session, you will almost always hear the phrase “the program has to be simple.” Marketers firmly believe that consumers want a simple program. But many of the biggest, most popular, and most engaging...Read More

Loyalty Is On The Move

  • January 04 2019
  • Resource: Loyalty Management

Keep up with an innovative mobile loyalty strategy Loyalty—it’s in your customers’ pockets and at their fingertips. Smart brands are acquiring, engaging, and retaining customers with a loyalty strategy that harnesses the...Read More

4 Signs It’s Time to Migrate to a New Loyalty Platform

  • January 04 2019
  • Resource: Loyalty Today

By now, you’ve probably caught wind of some changing perspectives in the loyalty industry.Many businesses are beginning to recognize that transaction-based programs (those that reward customers based solely on spend/frequency) are losing...Read More

The Retailization of Loyalty and What it Means For The Traveler

  • January 03 2019
  • Resource: Loyalty Management

With the proliferation of new and disruptive travel and hospitality options (Airbnb, Uber, Lyft, etc.) and the common traveler focused on price to make stay decisions, travel brands are experiencing losses in market share and loyalty from their...Read More

Tribal Marketing – How Well Do You Know Your Customers?

  • January 03 2019
  • Resource: Loyalty Today

When one thinks about marketing segmentation traditionally, we think about breaking down a brand’s target market through demographic traits, behaviors, geographies and psychologies. Yet as we move further into an age of globalization...Read More

Advanced Analytics vs. Artificial Intelligence: How Are They Different?

  • January 02 2019
  • Resource: Loyalty Today

Many companies today are using advanced analytics to gain insights from multiple sources of data, insights that can be used to make predictions and streamline business processes. The number of companies using artificial intelligence (AI) to...Read More

Build An App That Won’t Be Deleted

  • December 28 2018
  • Resource: Loyalty Today

Your guests are going through their phones right now and deleting apps they don’t use. Why would they keep yours?If your mobile app delivers convenience and enhances their experience with your brand, they’re more likely to use it. If...Read More

Here's Why Loyalty Needs to Break the Rules

  • December 27 2018
  • Resource: Loyalty Today

Loyalty providers produce programs that are so cookie-cutter and permanently standardized that it’s nearly impossible to tailor these programs to individual brands. Marketers are following a misguided standard that has been left behind and...Read More

Why You Should Be Thinking about Premium Loyalty in 2019

  • December 21 2018
  • Resource: Loyalty Today

It is significantly costlier to acquire a new customer than to retain one you already have.Competition is increasing, while loyalty is decreasing. Consider the impact of loyalty fatigue: The average consumer belongs to more than 14 loyalty...Read More

State of Customer Experience 2018: The Five Habits of Highly Effective CX Professionals

  • December 21 2018
  • Resource: Research and Reports

Welcome to the 2018 State of Customer Experience report. Like last year, we aimed to gather views from CX practitioners around the world to get a clear picture of the environment in which CX is operating. What are the pitfalls? Where are we making...Read More

What’s on the CX Horizon?

  • December 20 2018
  • Resource: Loyalty Today

It’s a funny thing, trying to predict the future. You can argue there’s not much point to it, and you may well be right, but at this time of year, there’s a strange temptation to give it a go anyway. Fear not, I’m not going...Read More

How Restaurants Can Attract More Millennial and Gen Z Customers

  • December 19 2018
  • Resource: Loyalty Today

Every restaurant understands that attracting new customers is crucial for sustained success. But even though the millennial generation begins with those born in 1979, many restaurant owners struggle to connect with this audience—not to...Read More

The 10 Biggest Marketing Trends to Invest in for 2019

  • December 18 2018
  • Resource: Research and Reports

As HY2018 comes to a close, it’s the perfect time to start mapping out where to allocate your marketing budget next year. In this e-book, we outline the top 10 trends that will impact sales, retention, and customer loyalty in 2019 and...Read More

How Marketing is Better with AI

  • December 18 2018
  • Resource: Loyalty Today

It is a truth nearly universally acknowledged that a comprehensive marketing strategy must include AI. Most marketers know that AI is the wave of the future. Yet a disconnect persists between that aspiration and the actual number of AI users...Read More

Baesman Customer Expo 2018 - Executive Perspectives in Review: A Current Look at Loyalty Differentiators

  • December 17 2018
  • Resource: Multimedia
  • "| Member Exclusive"

This session, moderated by Mark Johnson, will cover vital topics from the Executive Perspectives series with the Baesman Insights & Marketing team.  The session focuses on the urgent shifts in the loyalty landscape that are disrupting...Read More

There’s an App For That

  • December 17 2018
  • Resource: Loyalty Today

POV: Developing a loyalty program app strategy Overview Mobile has rapidly emerged as a significant channel for loyalty programs to engage with their members.  Americans have rapidly integrated smartphones into their daily lives, with over...Read More

More than a Good Deal: Drive Real Customer Loyalty this Holiday Shopping Season

  • December 14 2018
  • Resource: Loyalty Today

Some brands go into the holiday shopping season looking for a panacea for whatever issues they have encountered over the past 12 months. Stagnant annual sales figures can be revitalized and salvaged by capitalizing on the surge in shopping...Read More

Boxed Creates Brand Advocates Through Technology and CSR

  • December 13 2018
  • Resource: Research and Reports

Boxed represents a departure from traditional wholesale retail, which has created some unique difficulties since its founding. In its infancy, the company had to establish brand awareness or face irrelevance. The team launched the Boxed app as...Read More

Personalization Versus Relevance for Today's Customer

  • December 13 2018
  • Resource: Loyalty Today

Today’s customers expect marketers to relate to them for an optimal customer experience. When marketers know their customers deeply, and can anticipate their needs, mutually-beneficial bonds get forged. Customers feel understood and get...Read More

Holiday Volumes Bring Heightened Fraud Prevention Stakes

  • December 12 2018
  • Resource: Loyalty Today

The holiday season brings peak transaction volumes for online retailers. Such volumes spark increased fraudulent activity and bad behavior. The difficulty of distinguishing good customers from bad is also at its highest level this time of...Read More

How to Achieve Success with Machine Learning - A Collect, Detect, Act Approach

  • December 11 2018
  • Resource: Loyalty Today

The industry has been talking about machine learning for years, but what’s different today is that marketers have begun to implement machine learning tools and tactics to advance their marketing efforts towards advanced personalization...Read More

Consumer Perceptions of the Digital Experience

  • December 11 2018
  • Resource: Research and Reports

Proprietary Study Commissioned by 89 Degrees through Lightspeed/Kantar Marketers today face the unique challenge of optimizing an online experience to maintain a competitive customer base, and integrating channels with increasingly complex...Read More

6 Ways to Earn Loyalty from Millennial Moms

  • December 10 2018
  • Resource: Loyalty Today

Millennial moms represent approximately 1 in every 5 mothers, and accounted for almost 90 percent of the 1.5 million new mothers in 2017. This market segment is made up of nine million women, and is one that brands simply can...Read More

Powering Lifetime Connections: The Three Stages

  • December 10 2018
  • Resource: Research and Reports

Creating and maintaining customer loyalty is a long journey. To succeed, loyalty marketers must outline a strategy at acquisition for how they are going to build, maintain and power lifetime connections over the course of the relationship...Read More

What is Customer Success?

  • December 07 2018
  • Resource: Loyalty Today

Customer Success can be defined as an organization’s approach to ensuring their products and/or services can deliver the right business outcomes for their customers.Why is Customer Success Important?Your customers are more than ever able...Read More

[Podcast] Loyalty360 Executive Perspective: Personalization

  • December 07 2018
  • Resource: Multimedia

Creating engaging experiences to drive customer loyalty might be the best marketing strategy that brands can currently employ. Brands and marketers that focus on creating these experiences typically reap benefits that competitors don’t. At...Read More

Loyalty360 Executive Perspective: Personalization

  • December 07 2018
  • Resource: Research and Reports

Creating engaging experiences to drive customer loyalty might be the best marketing strategy that brands can currently employ. Brands and marketers that focus on creating these experiences typically reap benefits that competitors don’t. At...Read More

The State of Next Generation Loyalty: A Perspective from Loyalty360 Members

  • December 06 2018
  • Resource: Research and Reports

**Full report available to Loyalty360 corporate members  The question of how to offer truly individualized experiences through content, products, and messaging is a thorny one. Some brands focus on developing unified customer profiles and...Read More

Loyalty Program Best Practices: How Differentiation Provides a Competitive Edge

  • December 05 2018
  • Resource: Loyalty Today

The loyalty marketplace is becoming more and more crowded every day. To stand out, differentiating your program is essential. Marketing guru Seth Godin once said, “In a crowded marketplace, fitting in is a failure. In a busy marketplace, not...Read More

Making Marketing Personalization Work for You

  • December 05 2018
  • Resource: Loyalty Today

More often than we see good examples of personalization, we see the bad. There are countless examples across social media of customers experiencing companies missing the point when it comes to personalization. Take this Amazon customer for example...Read More

CrowdTwist Executive Discusses Loyalty360 Vendor Awards

  • December 05 2018
  • Resource: Multimedia

Loyalty360’s Carly Stemmer sat down with Senior Vice President of Client Success, Rosanna Tirrito, to talk about her brand and what the Customer Expo awards meant to her team. Listen to the podcast here!Read More

[Podcast] CrowdTwist Executive Discusses Loyalty360 Vendor Awards

  • December 05 2018
  • Resource: Multimedia

Loyalty360’s Carly Stemmer sat down with Senior Vice President of Client Success, Rosanna Tirrito, to talk about her brand and what the Customer Expo awards meant to her team. Watch the video here!Read More

Migrating to Mobile: A First Look at the 2018 Holiday Shopping Season

  • December 04 2018
  • Resource: Loyalty Today

Another year, another Cyber Week that generated record sales for retailers. On Black Friday, online sales in the U.S. reached $6.2 billion, and they topped $7.9 billion on Cyber Monday. As we had predicted in September, mobile has...Read More

Prizing Report: Nine Insights for a Solid Prizing Strategy

  • December 04 2018
  • Resource: Research and Reports

The challenge to convert consumers is greater than ever.  Between traditional advertising, email blasts, text messaging, and various social media outlets, consumers are inundated with endless communications from brands. As a result, it has...Read More

Mind Your Managers

  • December 03 2018
  • Resource: Loyalty Today

Understanding the critical nature of managers is key in optimizing employee engagement.Earlier this year, we posted an infographic about employee engagement and the importance of managers in fostering a motivated, inspired, team-oriented...Read More

Jumeirah Group Stays Different Within the Luxury Hotel Realm

  • December 03 2018
  • Resource: Loyalty Management
  • "| Member Exclusive"

A phrase one often hears from the Jumeirah Group is “never say no.” This phrase has been a staple of the group since its foundation in 1997 and illustrates how the Dubai-based luxury hotel chain has differentiated itself in a...Read More

Creating Holiday Harmony with Gift Cards and Customer Loyalty

  • December 03 2018
  • Resource: Loyalty Management

We all know that the holiday season is one of the busiest times for retailers. Halloween, Thanksgiving, Black Friday, Small Business Saturday, Cyber Monday, Hanukkah, Christmas, New Years... The list goes on! Shoppers are expected to spend 6% more...Read More

How Fitch Ratings Creates Differentiation and Loyalty Amidst Regulation

  • December 03 2018
  • Resource: Loyalty Management
  • "| Member Exclusive"

Fitch Ratings, a subsidiary of Fitch Group, is one of the three big credit agencies recognized by the NRSRO (Nationally Recognized Statistical Rating Organization) within the United States. The company is a leading provider of credit ratings...Read More

Looking to Surprise Your Customers? This Holiday, Give the Gift of Promotions

  • December 03 2018
  • Resource: Loyalty Management

This holiday season, promotions are making the nice list. Whether you’re looking to boost in-store traffic, grow an Instagram following, or draw attention to new products, limited-run promotions with chances to win are a great way to...Read More

3 Tips for a Stress-Free Loyalty Platform Migration

  • December 03 2018
  • Resource: Loyalty Management

Migrating your loyalty program onto a new platform can have a substantial impact for your business – whether it’s improving customer loyalty through more engaging experiences, or saving your team time thanks to a simpler user interface...Read More

The Building Blocks of Personalization, Block Three: The Role of Content

  • December 03 2018
  • Resource: Loyalty Management

As 2018 is coming to an end, it’s important to reflect on the successes you’ve achieved this year. For many, personalization has been front and center as marketers continue to enhance their programs by incorporating technology...Read More

5 Ways to Motivate Members with Real-Time Loyalty Statements

  • November 30 2018
  • Resource: Loyalty Today

Loyalty statements have long been a part of every loyalty program. But today, rather than being mailed monthly, statements are now real-time trackers that can use the principles of human motivation to influence customer behavior.70% of members don...Read More

Loyalty Program Best Practices: Personalization

  • November 29 2018
  • Resource: Loyalty Today

You’ve heard it before: “It’s not personal, it’s business.” But that absolutely should not be the case when it comes to customer loyalty. Where loyalty programs are concerned, getting personal makes for better...Read More

How to Increase Loyalty Program Engagement

  • November 28 2018
  • Resource: Loyalty Today

Consumers today not only want, but expect personalized and compelling experiences. Many brands turn to loyalty solutions to make this happen and loyalty program participation is at a high. In fact, 78% of people actively participate in...Read More

It’s Raining Customer Loyalty: Why You Need an Umbrella Program

  • November 27 2018
  • Resource: Loyalty Today

Customers are the heart to any business. Without them our businesses wouldn’t survive, so it’s crucial that you make each of their experiences memorable in hopes that they’ll be loyal to your brand. This leads many companies to...Read More

Inside The Industry’s Best Customer Loyalty Programs

  • November 26 2018
  • Resource: Loyalty Today

Are you looking to implement a new customer loyalty program within your business or improve your existing customer loyalty program? You may be scratching your head at how industry-leading companies like Costco, Verizon and Sephora can...Read More

Perfect Pairing: Influencer Marketing for Loyalty

  • November 20 2018
  • Resource: Loyalty Today

For brands looking to reach Millennials – the largest generation in the US with an annual spending power of $600 billion – they need to look to Instagram, the most popular social channel for Millennials. Like Generation X before them...Read More

Brand Storytelling: Using Authenticity to Build Customer Relationships

  • November 19 2018
  • Resource: Loyalty Today

Storytelling is an innate part of human connection. It is how we share culture across generations, communicate with each other, and form communities. Brands can leverage the power of storytelling to create deeper relationships with customers and...Read More

Loyalty Research Report: Engaging Consumers in an Age of Increasing Brand Distrust

  • November 18 2018
  • Resource: Research and Reports

CrowdTwist conducted research into consumer attitudes towards loyalty programs, brand engagement, emerging technologies, and shopping experiences. This report, the first in a two-part series, provides an overview of the general findings from the...Read More

[Podcast] Loyalty360 Executive Perspectives: Corporate Social Responsibility

  • November 16 2018
  • Resource: Multimedia

In recent years, consumers have shown more concern for social justice causes. They are worried about climate change and sustainability. They are interested in more diverse workplaces, communities, and political representation. They want their...Read More

[Podcast] Loyalty360 Executive Perspective: The Challenge of Data, Analytics, and Creating Insight, Part 3

  • November 16 2018
  • Resource: Multimedia

Big Data and consumer analytics is becoming more sophisticated and is opening the door to both exciting opportunities and formidable challenges. Organizations are striving to get a clearer picture of their customers. Data about consumer behavior...Read More

[Podcast] Loyalty360 Executive Perspectives: Loyalty Defined

  • November 16 2018
  • Resource: Multimedia

Creating engaging experiences to drive customer loyalty might be the best marketing strategy that brands can currently employ. Brands and marketers that focus on creating these experiences typically reap benefits that competitors don’t. At...Read More

[Podcast] Loyalty360 Executive Perspectives: Measurement

  • November 16 2018
  • Resource: Multimedia

Driving customer loyalty in all its forms and facets is one of the preeminent marketing strategies that brands currently seek to harness. Even though it is finally being recognized as a powerful marketing tool, customer loyalty still presents a...Read More

How to Use Gift Cards to Give an Experience This Holiday Season

  • November 16 2018
  • Resource: Loyalty Today

It was my birthday recently (why thank you kindly for the well wishes!) and the night before official festivities were to take place my wife received a text from my sister asking for gift advice. Without looking up from her phone, she turned to me...Read More

[Podcast] Loyalty360 Executive Perspective: The Ever-Changing State of the Modern Customer: How Customers are Changing and How Marketers Should Respond - A Qualitative Peer-Drive Perspective

  • November 15 2018
  • Resource: Multimedia

The topic of changing customers has been a hot topic in marketing since, well, the beginning of marketing. Predicting and adapting to changes in customer habits is among the most vital skills a marketer can possess. All forms of marketing are...Read More

Loyalty360 Executive Perspectives: Corporate Social Responsibility

  • November 15 2018
  • Resource: Research and Reports

In recent years, consumers have shown more concern for social justice causes. They are worried about climate change and sustainability. They are interested in more diverse workplaces, communities, and political representation. They want their...Read More

Spring Marketplace Delivers Crucial Data & Sales

  • November 15 2018
  • Resource: Loyalty Today

Today’s brands depend on data. And over the past decade, digital companies have leveraged data to thrive. E-commerce companies know their customers’ browsing and buying behaviors. And after taking action on analytics, they’ve...Read More

A Checklist to Prepare for Digital Fraud this Holiday Season

  • November 14 2018
  • Resource: Loyalty Today

It’s an exciting time of year for consumers and businesses alike as they shop to give and receive the perfect gift. Celebrating the joy of record sales during the holiday season is what businesses dream of. But what if digital fraud disrupts...Read More

The Next Big Trend: Living in Parallel Universes

  • November 13 2018
  • Resource: Loyalty Today

Whenever marketers get together, there will always be conversation about The Next Big Trend – it’s right up there with, “Where’s the open bar?” It’s in the job title – MARKETers need to...Read More

5 Loyalty Trends That Are Revolutionizing the Industry

  • November 12 2018
  • Resource: Loyalty Today

These days, what we think of as “loyalty” is ever-evolving. While the promise of burgeoning tech is catching a lot of the noise for the marketplace, there are underlying strategic tactics that are laying the true foundation for loyalty...Read More

Optimove Loyalty Expo Podcast - VIP Loyalty - Defining, Engaging and Nurturing Your Top-Shoppers

  • November 09 2018
  • Resource: Multimedia

Your VIPs are those customers you cannot afford to ignore. They are a group with significant impact on a business’ bottom line! But how do you go about defining, engaging & nurturing them? How do you make sure they get that special...Read More

NJPAC Loyalty Expo 2018 Podcast - Engaging with the Arts: NJPAC's Blueprint for Building Loyalty with Theatergoers

  • November 09 2018
  • Resource: Multimedia

In marketing, a majority of attention is paid to the biggest brands operating big-budget programs to engage millions of consumers. The stories that are less told, though often just as compelling, are those of smaller companies that are able to...Read More

Capturing the Loyalty of the Skeptical Consumer

  • November 09 2018
  • Resource: Loyalty Today

CrowdTwist recently conducted research into consumer attitudes towards loyalty programs, brand engagement, emerging technologies, and shopping experiences. The research found that only 46% of consumers are willing to share their data in...Read More

Why an Emotional Connection Matters in Loyalty and How to Achieve It

  • November 08 2018
  • Resource: Loyalty Today

Brands need to know understand what motivates loyalty from their customers. Numerous research studies have identified three main classifications of loyalty, they are: Behavioral loyalty which is when the customer shops with a brand because it...Read More

FICO Customer Expo 2018 Podcast - Building Trust with Personalization: How Relevant Personalization Deepens Customer Relationships

  • November 08 2018
  • Resource: Multimedia

Consumer behavior continues to evolve driven by the digital transformation.  Consumer expectations are high and how organizations engage can either injure or build trust.  Being relevant is the key to understanding customers in the...Read More

Lenati Customer Expo 2018 Podcast - Driving Customer Engagement

  • November 08 2018
  • Resource: Multimedia

Highly  engaged  customers  get  more  value  from  your product or service  and  in  turn  spend  more  and ...Read More

J. Lohr Customer Expo 2018 Podcast - Keeping it in the Family with J. Lohr’s “Vintage” Approach to Loyalty

  • November 08 2018
  • Resource: Multimedia

The wine industry is in an era of consolidation and change. Wineries are diversifying their vineyard footprints by planting and entering into new appellations and many are being acquired by larger players in an effort to build bigger, more varied...Read More

PullString Converse 2.0: Create Immersive Voice Experiences Powered by Conversational AI

  • November 08 2018
  • Resource: Loyalty Today

Think about your last great conversation. What made it special? Maybe it was the other person. Or maybe it was the fact that the conversation felt natural and was something you could get lost in? Were you riding the highs and lows of whatever...Read More

Executive Perspectives: The Changing Nature of Customers: A Travel and Entertainment Perspective

  • November 07 2018
  • Resource: Research and Reports

Measurement is a necessity in every industry, and the travel and entertainment industry is no different. In fact, measurement might be even more important for brands offering travel accommodations and entertainment experiences, since data tracking...Read More

Why eCommerce is a Goldmine for Customer Data Tracking

  • November 07 2018
  • Resource: Loyalty Today

We recently encouraged companies to take advantage of the lucrative promise of ecommerce. Amazon isn't the only company that can, or should, monetize interactions with customers.Ecommerce is an equal opportunity for all businesses. Consumers...Read More

Blockchain Loyalty—Help or Hype?

  • November 06 2018
  • Resource: Loyalty Today

It’s been close to a decade since blockchain technology surfaced, offering the tech community new possibilities and multiple uses. In our innovation lab, we’ve been exploring blockchain technology over the last few years; testing use...Read More

Thermo Fisher: Using Data to Orient its Customer Loyalty Program

  • November 06 2018
  • Resource: Research and Reports

Thermo Fisher Scientific is a world leader in serving science. Its mission is to accelerate life science research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market, and increase laboratory productivity....Read More

So, You Have a Loyalty Program. Now What? How to Find the Right Loyalty Technical Partner

  • November 05 2018
  • Resource: Loyalty Today

The “if you build it, they will come” approach may work for baseball fields, but when it comes to loyalty programs, building a solid program is just the first step. Because starting a loyalty program is one thing — but keeping...Read More

Keeping CX Simple, Elegant… and Effective

  • November 02 2018
  • Resource: Loyalty Today

Last Thursday, I enjoyed an opportunity to interview, fireside chat style, Terry DuVarne, First Vice President at PennyMac Loan Services. Terry’s small team of two owns the process of listening to the Voice of the Customer and making...Read More

The Insider's Guide to Customer Loyalty

  • November 01 2018
  • Resource: Research and Reports

Any marketer who sets out to earn customer loyalty quickly learns that it can be an elusive goal. Loyalty is tricky. It can be hard to define, difficult to earn and oh so easy to lose. That’s why we created this guide. To help you master...Read More

4 Ways AI and Machine Learning Enhance the Customer Experience

  • November 01 2018
  • Resource: Loyalty Today

While everyone has heard of artificial intelligence and machine learning, not everyone understands how these technologies work and how they support successful marketing. In this blog post, we’ll demystify these technologies and outline four...Read More

Virgin Group Rises From Humble Origins and Commits to Customer Loyalty

  • November 01 2018
  • Resource: Loyalty Management

Though many consumers probably don’t know it, the Virgin Group is not one company. It’s over 60 businesses worldwide. Among these are the group’s well-known airline, Virgin Atlantic, as well as its communications brand, Virgin...Read More

Understanding What Creates an Emotional Connection with Your Donors – It Goes Beyond The NFP

  • November 01 2018
  • Resource: Loyalty Management

Holiday giving is emotional. Consumers scour the Internet on Cyber Monday for the perfect gift to wrap carefully under the tree waiting in anticipation as gifts are opened; “Do they like it? Did I pick well?” Consumers like to feel...Read More

Emotional Loyalty Scoring: Research to know what drives YOUR customers

  • November 01 2018
  • Resource: Loyalty Management

In this world of price transparency and competition, why should consumers choose your brand? They can easily pick up their phones and find the lowest price for sirloin steak, a car or a vacation. Yet, some customers will consistently choose the...Read More

McDonald’s Canada Hopes to Utilize New Technology to Stay Ahead of the Curve

  • November 01 2018
  • Resource: Loyalty Management

While people all over the world communicate differently, everyone understands the significance of McDonald’s hailing golden arches. The company started in 1948 as a single-location, family-owned restaurant, and 70 years later it has become a...Read More

5 Ways a Point of Sale System Can Increase Customer Loyalty

  • November 01 2018
  • Resource: Loyalty Management

Ask any retailer what a Point-of-Sale (POS) system is and they’ll most likely tell you it’s the central component of their business. A combination of software and hardware, your POS system is so much more than a cash register, it&rsquo...Read More

Personalization is out. Contextualization is in.

  • November 01 2018
  • Resource: Loyalty Management

Personalization strategies have evolved, and as my colleague recently shared in his blog post, communications have shifted from 1:1 (a messaging strategy that’s ‘generically personalized’ with promotional offers) to 1:You (a...Read More

Trick vs. Treat: Building a CX Strategy that’s a treat for customers and the bottom line

  • October 31 2018
  • Resource: Loyalty Today

Building a successful CX strategy can feel like a haunting task. Brands recognize the importance of defining and delivering a differentiated Customer Experience, but often don’t know where to start, or get lost along the journey. The right...Read More

Charting a New Course for Airline Loyalty

  • October 31 2018
  • Resource: Research and Reports

FREQUENT-FLYER PERKS CAN BE AMAZING— a private check-in lounge and front-of-the-line security, gate-to-gate service in a luxury vehicle, complimentary bottle of in-flight bubbly to celebrate a special occasion, or access to exclusive events...Read More

Zylotech raises $5.5M to help drive the #CustomerTech revolution

  • October 30 2018
  • Resource: Loyalty Today

We are excited to announce our $5.5M Seed round, led by Glasswing Ventures, with participation from Geekdom Fund, Revel Partners and Rubicon. This funding round is a vote of confidence in our mission and accelerates the progress we are making...Read More

How to Incentivize Loyalty with Social & Behavioral Actions

  • October 30 2018
  • Resource: Loyalty Today

Using points to reward customers after a purchase has been a practice in retail for ages. But over time, businesses have been forced to get creative with different ways to build loyalty. They needed to find ways to break through the noise and get...Read More

The Challenges of Being a Marketing Professional

  • October 26 2018
  • Resource: Loyalty Today

Being a marketer often feels like living in a Holiday Inn Express commercial.  An employee you’ve never seen before walks up to your desk and offers some advice:“I think you should make the logo bigger and use some glitter...Read More

Understand and Manage Loyalty Points Liability

  • October 18 2018
  • Resource: Loyalty Today

Loyalty continues to be the number one strategy used by brands for retaining customers and lifting behavior. Aimia’s own clients see on average a 7x+ ROI and increased engagement among members, making their investment in loyalty worth it...Read More

Retail Trends: Machine Learning and Augmented Reality

  • October 16 2018
  • Resource: Loyalty Today

In the future of retail, where technology will be an enabler of convenience and experience, the possibilities are endless for creative marketers to stand above and apart from competing brands. When retailers can enhance and add value to the...Read More

October 10th To Be Designated As “Reward Points Day”

  • October 10 2018
  • Resource: Loyalty Today

American consumers leave millions of unused points on the table every year, meaning some households are losing out on hundreds of dollars in value. That’s not surprising, as according to a 2017 Maritz market study, 73% of loyalty program...Read More

Loyalty360 Executive Perspectives: Loyalty Defined

  • October 09 2018
  • Resource: Research and Reports

Creating engaging experiences to drive customer loyalty might be the best marketing strategy that brands can currently employ. Brands and marketers that focus on creating these experiences typically reap benefits that competitors don’t. At...Read More

4 Reasons Why CMOs Should Invest in Voice Marketing

  • October 05 2018
  • Resource: Loyalty Today

This post originally appeared on the PullString blog.  Unless you’ve been living under a rock for the last twelve months, you’ve heard about voice assistants.  They go by the name of Alexa, Google Assistant or Siri and...Read More

The Next Phase for Grocery Store Loyalty Programs

  • October 05 2018
  • Resource: Loyalty Today

It’s impossible to dispute the effect that merchandising giants like Walmart and Amazon have had on the retail industry, and now with the launch of Amazon Go, Amazon’s very own supermarket, grocers everywhere are wondering what it will...Read More

Adolescent Intelligence: Why AI and My Teenager Have A Lot In Common

  • October 04 2018
  • Resource: Loyalty Today

As 2018 whirrs into life, we continue to be bombarded by stories of robots. They’re going to make everything wonderful! They’re going to make everything terrible! Everything is changing! They want my job! Every headline and prediction...Read More

Gift and Rewards Programs Boost Revenue Far Beyond the Holiday Season

  • October 03 2018
  • Resource: Loyalty Today

For restaurants and retailers, gift cards and rewards programs offer a subtle yet powerful way to boost revenues.   Customers like gift and rewards programs, According to Wallethub.com, in 2017, sales of gift cards totaled an estimated...Read More

Loyalty360 Executive Perspective: The Challenge of Personalization - A Qualitative Peer-Driven Perspective

  • October 03 2018
  • Resource: Research and Reports

Creating relevant and engaging experiences for customers might be the best marketing strategy that brands can currently employ. Brands and marketers that focus on creating these experiences typically reap benefits that competitors don’t. We...Read More

How Customer Data Revolutionized Ecommerce, And Where It’s Leading The Industry

  • October 03 2018
  • Resource: Loyalty Management

It might seem like Amazon started ecommerce, but the beginning of the monetization of the internet happened in a rudimentary marketplace for used computers. In 1983, Boston Computer Exchange established an electronic salesfloor on a public access...Read More

Analytics Delivers The Data That Solidifies The Loyalty of Customers

  • October 03 2018
  • Resource: Research and Reports

It’s easier to keep customers hooked than it is to initially attract them. Time and time again, research and actual sales show it’s simpler and more advantageous to cater to current customers. You know them; they know you. Indeed,...Read More

The New Standards of Influencer Marketing for Rapid Business Gains

  • October 01 2018
  • Resource: Loyalty Management

Influencer Marketing is no newbie, the buzz term has been in the industry for some time now, but it seems to be gaining attention – especially in automotive circles. Based on the concept of influencer marketing, celebrity endorsements have...Read More

How Relevance is Changing the Marketer’s Role

  • October 01 2018
  • Resource: Loyalty Today

As marketer’s accountability to their business organization continues to broaden with the evolution of  marketing / sales unification (think smarketing), their understanding of the customer journey needs to keep up the pace. While the...Read More

Customer Identity Management Drives Loyalty Program Success

  • October 01 2018
  • Resource: Loyalty Today

When done right, a rewards program can establish strong connections with customers, cultivate brand loyalty and even drive sales. A 2017 MIT Sloan Management Review study revealed that companies with high-performing rewards programs were more...Read More

Trying to Build Loyalty? Work on Your Affinity Game First.

  • October 01 2018
  • Resource: Loyalty Management

In most cases, ongoing sales are the end game to any loyalty initiative. And to do that, loyalty strategies come into play. But before you really get to loyalty, you need to build an affinity game plan. It’s the emotional connection...Read More

Delta Air Lines: Building Emotional Connection to Drive Loyalty

  • October 01 2018
  • Resource: Loyalty Management

Delta Air Lines, originally founded as a small crop-dusting operation named Huff Daland Dusters in 1924, has grown into one of the world’s largest airlines, serving more than 180 million customers each year. They are also the creators of one...Read More

5 Tips For Developing A Personalization Strategy That Drives Loyalty To Your Brand

  • October 01 2018
  • Resource: Loyalty Management

Email has always been referred to as a relationship channel. It’s a channel that enables a dialogue with a customer. That being said, personalization needs to be top of mind for marketers as they focus on sustaining customer relationships...Read More

Measure Loyalty Program ROI With These Key Metrics

  • October 01 2018
  • Resource: Loyalty Management

One of the most reliable methods of measuring a marketing campaign's effectiveness is to conduct an A/B test. Generally, these tests unfold in the following way: the purchasing patterns of two groups, Group A and Group B, are tracked, with...Read More

The Building Blocks Of Personalization, Block Two: Making Data Useful

  • October 01 2018
  • Resource: Loyalty Management

In my last article, I discussed how to set the foundation for achieving a 360-degree view of your customers and the role of data. Here, I’m going to explore how marketers can make data actionable and realize the benefits of the enhanced...Read More

Breeding Consumer Loyalty through Enhanced Digital Engagement

  • October 01 2018
  • Resource: Loyalty Management

Breeding Consumer Loyalty through Enhanced Digital Engagement In today’s world, digital is where the heart is. According to Bernstein Research, consumers who regularly make multiple types of digital payments, such as online and in-app...Read More

The State of Personalization Efficacy: A Perspective from Loyalty360 Members

  • September 28 2018
  • Resource: Research and Reports

Click to download the infographic here **Full report available to Loyalty360 corporate members  The question of how to offer truly individualized experiences through content, products, and messaging is a thorny one. Some brands focus...Read More

Three Reasons Marketers Should be Enthusiastic about Machine Learning

  • September 27 2018
  • Resource: Loyalty Today

Most marketers today are aware of machine learning (ML) and how many companies are using it for a wide variety of use cases- from automating business processes to creating highly personalized applications. Some marketers may be concerned that...Read More

Why Your Loyalty Program Isn’t Driving Revenue – And How to Fix It

  • September 27 2018
  • Resource: Loyalty Today

Effective loyalty programs consistently deliver results across the metrics that matter to brands: foot traffic, basket size, frequency of visits and revenue.   But as successful as they’ve been, loyalty programs are under increasing...Read More

Messaging: the Next Frontier for Brands to Build Closer Relationships with Customers

  • September 26 2018
  • Resource: Loyalty Management

The days of brands dictating how and where consumers connect with them are over. Today’s empowered consumer demands that the company they do business with meet them on their terms, where they want and when they want. Those brands that fail...Read More

No More Creepy! Gain a Competitive Edge with Data Privacy

  • September 26 2018
  • Resource: Loyalty Today

Everyone wants the love of their customers. Marketers collectively spend billions of dollars each year to attain it, while consumers are increasingly resistant to give it.Why?Too often, marketers are in a mad race to attract customers across every...Read More

Marketing Evolution: From Personalization to Individualization

  • September 20 2018
  • Resource: Loyalty Today

Personalization. Personalization. Personalization. “Be sure to personalize the content you create and send to customers.” We’ve heard it time and time again. But it is 2018 now, and personalization doesn’t mean what it...Read More

Loyalty + Wearables

  • September 19 2018
  • Resource: Loyalty Today

Don't want to read the blog? No worries! Listen to our podcast. With the advent of the Apple Watch, Google Wear, Fitbit and other wearables - the trend has mainly been toward fitness. However, it may seem tempting to add these channels and...Read More

Ignite 2018 Conference at UMN will Focus on Protecting Trust in Today’s Consumer Journey

  • September 19 2018
  • Resource: Loyalty Today

Speaker lineup combines top academic researchers with corporate leaders including Wells Fargo CMO, Jamie MoldafskyMinneapolis, August 21, 2018 – In today’s business world, there is perhaps no greater challenge or necessity than...Read More

Drive Consistent Personalization Across the Journey

  • September 19 2018
  • Resource: Loyalty Today

If your marketing technology landscape looks more like a spaghetti dinner plate, well, you are not alone. For many years, marketing leaders had carte blanche authority to invest in whatever customer interaction tools and technology needed to help...Read More

Loyalty360 Executive Perspective: The Challenge of Data, Analytics, and Creating Insight, Part 3

  • September 18 2018
  • Resource: Research and Reports

Big Data and consumer analytics is becoming more sophisticated and is opening the door to both exciting opportunities and formidable challenges. Organizations are striving to get a clearer picture of their customers. Data about consumer behavior...Read More

Navigating the Modern Loyalty Landscape

  • September 12 2018
  • Resource: Loyalty Today

Navigating the loyalty landscape, a terrain that is always evolving, means constantly being on the lookout for the next big thing. The masterminds of modern loyalty programs are keenly that loyalty has moved well beyond the point-heavy system it...Read More

Re-Invention Drives Loyalty - and Survival - in Our Age of Disruption

  • September 11 2018
  • Resource: Loyalty Today

Not long ago my colleague, Wendy Culpepper, and I shared a presentation at Kobie’s Annual OnPoint Conference where our focus was on retaining customer loyalty in the age of disruption. We addressed some of the most visible disruptors –...Read More

Case Study: How to Balance Compliance Demands with Loyalty Program Needs

  • September 10 2018
  • Resource: Loyalty Today

Adhering to the General Data Protection Regulation and other consumer protection regulations is a challenge tackled by consumer product brands all over the world. How do you follow these guidelines on how customer data is gathered and leveraged...Read More

4 Quick Wins with Mobile Wallet Marketing

  • September 07 2018
  • Resource: Loyalty Today

Top ways your brand can capitalize on the opportunity beyond mobile paymentsA significant amount of the hype surrounding mobile wallet is focused on payment capabilities—with applications like Apple Pay and Google Pay providing...Read More

Kobie's Emotional Loyalty Scoring Tool

  • September 05 2018
  • Resource: Loyalty Today

Kobie’s Emotional Loyalty Scoring tool helps brands create an appealing program value proposition for members, optimize program benefits and make campaigns relevant and effective. Tactics such as lower price and discount promotions can buy...Read More

Customer Data: Liability Before Asset

  • September 05 2018
  • Resource: Research and Reports

Trust that personal data will be handled appropriately is gaining in importance as a brand differentiator. While companies are becoming increasingly effective at collecting and harvesting customer data to enhance the customer experience and drive...Read More

Is Experience the Next Evolution of Loyalty Strategies?

  • September 05 2018
  • Resource: Loyalty Management

Loyalty used to be easy.   Your CEO would decide one day that improving customer retention was suddenly a priority.  Your CMO would respond, “I agree. What we need is a loyalty program.” Your CFO would say, “If we do...Read More

Loyalty360 Executive Perspective: The Ever-Changing State of the Modern Customer: How Customers are Changing and How Marketers Should Respond - A Qualitative Peer-Drive Perspective

  • September 05 2018
  • Resource: Research and Reports

The topic of changing customers has been a hot topic in marketing since, well, the beginning of marketing. Predicting and adapting to changes in customer habits is among the most vital skills a marketer can possess. All forms of marketing are...Read More

The Future of Loyalty - Discovering the Value of Your Customers

  • September 04 2018
  • Resource: Loyalty Management

In business we are always looking for the next best thing. I’m sure every marketer can relate. But to truly discover and unfold the next best thing, we need to focus on the customer, their wants, needs and emotions. For marketers, the next...Read More

The Future of Loyalty Rewards Programs as Customers Grow Increasingly Concerned about Privacy and Security

  • September 04 2018
  • Resource: Loyalty Management

Consumer privacy and security are becoming increasingly serious issues when it comes to loyalty rewards programs. More customers are worried that loyalty cards could compromise their cyber security by opening them up to identity theft or a data...Read More

Using The Lockscreen to Build a Mobile-First Loyalty Program

  • September 04 2018
  • Resource: Loyalty Management

Many brands insist on sticking to the same paths to build customer loyalty, regardless of efficacy. They’re sending weekly email deals, offering loyalty and rewards cards and providing coupons. Now, with the continued proliferation of...Read More

5 Retail Strategies That ‘Sizzled’ This Summer

  • September 04 2018
  • Resource: Loyalty Management

With summer coming to an end, marketers should reflect on their successes of the season and identify areas of opportunity to plan ahead for the upcoming holiday season and beyond. The National Retail Federation forecasts that retail sales will...Read More

PetSmart Unites Pet Parents with Lasting Value

  • September 04 2018
  • Resource: Loyalty Management

PetSmart Unites Pet Parents with Lasting Value There has been an enormous shift in the humanization of pets as their place in a household has evolved from simply being a pet to becoming a member of the family. PetSmart, the world’s largest...Read More

How Utility Companies Can Monetize Data

  • August 29 2018
  • Resource: Loyalty Today

In this two-part series I'll address the use cases for monetizing data, how organizations should approach the challenge and realize the potential benefits.  Today, let's explore the use cases for monetizing data in the Utility space....Read More

Is Your Loyalty Program Making the Grade?

  • August 27 2018
  • Resource: Loyalty Today

The loyalty landscape is changing.The days of simple loyalty punch cards are behind us. Immediacy and personalization are now the name of the game in the modern loyalty world where consumers expect real-time engagement – in the moment, when...Read More

Loyalty360 Executive Perspectives: Measurement

  • August 26 2018
  • Resource: Research and Reports

Driving customer loyalty in all its forms and facets is one of the preeminent marketing strategies that brands currently seek to harness. Even though it is finally being recognized as a powerful marketing tool, customer loyalty still presents a...Read More

The State of Rewards in Loyalty Programs: Adding Program Functionality - A Perspective from Loyalty360 Members

  • August 24 2018
  • Resource: Research and Reports

>>Click to download the infographic here **Full report available to Loyalty360 corporate members  Creating customer loyalty and engagement may be the best marketing strategy that brands can currently employ. Despite this, customer...Read More

5 Ways to Keep Top Talent Happy & Engaged

  • August 23 2018
  • Resource: Loyalty Today

Employee retention says a lot about your business. After all, if you know how to keep your best employees happy, you’re probably good at meeting your customers’ needs too.Happy people do better work. Plus, the cost of replacing a...Read More

Talkin' Bout My Generation: Why Your Loyalty Program Should Speak to Targeted Generations

  • August 22 2018
  • Resource: Loyalty Today

To compete in today’s marketing-saturated world, your loyalty program needs to stand out. A cookie-cutter approach won’t move the needle with today’s selective consumers. Rather, your program needs to be differentiated and speak...Read More

When is Customer Feedback a Really Bad Idea?

  • August 21 2018
  • Resource: Loyalty Today

The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of...Read More

The New Tenets of Customer Loyalty

  • August 21 2018
  • Resource: Loyalty Today

Some marketers are buying into a pervasive — and incorrect — belief that loyalty marketing is not as effective as it once was.However, cultivating customer loyalty is actually more important than ever. Competition within all consumer...Read More

4 Tips to Systematically Improve Your User Experience Design

  • August 20 2018
  • Resource: Loyalty Today

Facing massive technological complexity and limited viable solutions, many businesses are forced to make a choice between form and function in their digital presence.A recent Frost & Sullivan global study of senior executives found...Read More

The Game Is Changing: The Loyalty Report 2018

  • August 17 2018
  • Resource: Research and Reports

Loyalty is changing faster than ever before. The game is being disrupted by escalating customer expectations, perpetual new players, evolving technologies, and a game board that’s constantly in flux. Brands must shape-shift with the living...Read More

The New Currencies Are Coming

  • August 17 2018
  • Resource: Research and Reports

Is it an immersive event complete with free entertainment and free samples; the feeling you get when being greeted by the concierge of a luxury hotel; or peace of mind knowing your online order has arrived and is securely tucked inside your front...Read More

9 Tips for Personalizing Emails Wisely

  • August 17 2018
  • Resource: Loyalty Today

There’s no question that personalized emails are powerful. Personalized emails can improve click-through rates by an average of 14 percent, enhance conversions by 10 percent, and deliver six times higher transaction rates...Read More

I Can’t Get No…Satisfaction and Loyalty

  • August 16 2018
  • Resource: Loyalty Today

Simply put, Loyalty is important. It is a collection of attitudes aligned with purchase behaviors that favor one business among competing businesses. But it is so much more. Loyalty is comprised of a constellation of concepts, the Customer...Read More

Does Your App Accept the New Consumer Currency – Data?

  • August 16 2018
  • Resource: Loyalty Today

Consumers are offering data, a new currency, in exchange for truly exceptional experiences. Like monetary currencies, the value consumers receive for this new currency will vary, depending on where they exchange it. To succeed, your app must offer...Read More

Higher Education using Website to Build Strong Bonds

  • August 16 2018
  • Resource: Loyalty Today

UW Bothell site provides key audiences with everything that they need – and then some     Universities have become a mainstay of American society. For decades, they have been growing in size and scope. They are attracting an...Read More

Harnessing the Power of Influence

  • August 13 2018
  • Resource: Research and Reports

How often do you recommend brands on social media?  Whether it’s tagging yourself at a restaurant and saying how great the food was, posting a picture of a product you own and love, or simply sharing some branded content — you...Read More

Promotions & The Power of Gift Cards

  • August 13 2018
  • Resource: Loyalty Today

IntroductionGift Cards are a powerful tool and an important offering for merchants to acquire new customers. However, their power extends beyond just driving new sales: they also serve an integral role in building and retaining loyalty in an...Read More

Personalization is a Data Problem

  • August 10 2018
  • Resource: Research and Reports

In today’s commercial environment, customers expect the brands they know and love to "know" them back. Most brands recognize the strategic importance of personalization, and yet delivering a customized experience beyond basic email...Read More

Yesway Uses Its New Loyalty Program to Drive Transactions – An Interview with Darrin Samaha, VP and Brand Manager

  • August 10 2018
  • Resource: Loyalty Today

Yesway was recognized as a winner of the ‘Best Convenience Store Loyalty Launch’ in the 2018 Loyaltees. Launched in December of 2015 by Brookwood Financial Partners, LLC, a Massachusetts-based private equity firm, Yesway plans to...Read More

Prescriptive Analytics Vs. Artificial Intelligence

  • August 08 2018
  • Resource: Loyalty Today

Analytics have grown in complexity to meet business demand. 2018 is seeing the next wave of advanced analytics – prescriptive analytics – which leverage historical data to identify what could happen and go a step further by...Read More

A Marketer’s Guide To Behavioral Economics

  • August 07 2018
  • Resource: Research and Reports

Behavioral economics is causing quite a buzz these days, especially as it relates to marketing. Doesn’t every marketer want to know what truly drives consumer behavior -- and how to influence it? Behavioral economics offers some important...Read More

Does Your Dining Loyalty Program Have The Right Ingredients?

  • August 07 2018
  • Resource: Loyalty Today

I used to fancy myself a diner, a fine diner, to be more specific. As my family has grown, my lifestyle and dining experiences have changed. I rarely have time to sit through a multi-course meal, sipping cocktails and wine, with a focus on my meal...Read More

Customer Segmentation: The Key to Targeted Marketing

  • August 07 2018
  • Resource: Loyalty Today

Today’s marketing teams need to be tactical and precise to efficiently use their budget and gain the highest return on investment. This means finding the right customer to target at the right time, and in turn saving resources on wasted...Read More

Data and Customer Loyalty

  • August 07 2018
  • Resource: Loyalty Management

At the recent Loyalty Expo in Orlando, hundreds of brands and practitioners from various industries came together to discuss best practices and new strategies for increasing the loyalty and engagement of customers. One common thread there was the...Read More

GDPR - Building Consents and Privacy Notices

  • August 07 2018
  • Resource: Loyalty Today

Better company/customer relationships, improved customer engagement, increased company reputation... you may have heard these all are the benefits of getting GDPR-compliant consents right. And that is absolutely true! It is just that consents are...Read More

2018 Mobile Loyalty Report

  • August 06 2018
  • Resource: Research and Reports

Personalization is KeyOver the last three years, survey data from our annual mobile loyalty studies have shown a steady increase in loyalty program acquisition, with a majority of brands citing the addition of mobile components as the biggest...Read More

The Winds of Change: Marketing in Modern Times

  • August 03 2018
  • Resource: Loyalty Today

In our day to day working lives as marketers we often don’t get a chance to rise above our busy daily schedules and tasks to really observe our customers. No doubt customers have changed – and continue to change – and there...Read More

The Power of Purpose, Value and Empowerment

  • August 02 2018
  • Resource: Loyalty Today

In a moment of huge frustration, it’s often down to individual staff members to deliver an experience that takes that frustration away and allows one to breathe a sigh of relief and appreciation. On a recent visit to the U.K., I got to...Read More

The Right Reward Mix Can Make Your Program Better

  • August 01 2018
  • Resource: Loyalty Today

Are your loyalty program members letting their points gather dust? Are you looking for new ways to enhance engagement? If so, we’ve got good news for you. Our recent research revealed what will get your members earning and burning their...Read More

Blockchain Technology And Cryptocurrency Are Two Very Different Things. Be Sure Not To Confuse Them.

  • August 01 2018
  • Resource: Loyalty Management

In recent months many people have written and spoken about blockchain technology and its potential to be a game-changer. There is a lot of buzz about how it will affect loyalty programs, financial services and marketing initiatives in general...Read More

The Proof is in the Pudding with PlanGrid

  • August 01 2018
  • Resource: Loyalty Management

What constitutes a bad day for a General Contractor?  Could it be a part being off in size? Could it be a delay causing a schedule to be delayed? How about building an entire shaft for a specific elevator and finding out the shaft needed to...Read More

How to Achieve Customer Loyalty Through an Omni-Channel Approach

  • August 01 2018
  • Resource: Loyalty Management

Today, the customer journey spans from mobile apps and websites to TVs and physical experiences. Customers expect to be able to move naturally between channels, online and off, as if there were no separation between experiences in store and online...Read More

7-Eleven is Obsessed with Their Customers and That’s Okay

  • August 01 2018
  • Resource: Loyalty Management

Customers are changing, and brands are adjusting. Ten years ago, big brands were not forced to adapt to the small shifts in consumer demands, as it was not necessary for success. Today, with advancements in social media and mobile technology, no...Read More

Join the Club: Travel and Lifestyle Benefits for Non-Travel Customers Members

  • August 01 2018
  • Resource: Loyalty Management

Few companies outside of the travel industry realize the huge opportunity that exists to drive loyalty and customer engagement with travel clubs. Travel clubs, offering consumers elite travel and lifestyle benefits, can help non-travel companies...Read More

From Contact Center to Customer Action Center Driving Digital Transformation Through Voice and CRM Integration

  • August 01 2018
  • Resource: Loyalty Management

Customers have plenty to say about what they want and whether organizations they do business with are meeting their needs. This feedback is invaluable to align business strategy with what’s top-of-mind with customers. Smart organizations...Read More

The Building Blocks Of Personalization, ‘Block’ One: Achieving A 360-Degree Customer View Through Data Capture

  • August 01 2018
  • Resource: Loyalty Management

Personalization is marketing’s Holy Grail. In fact, 80% of consumers are more likely to do business with a company if it offers personalized experiences. So how can you incorporate more personalization into your marketing programs? To help...Read More

Beacons, a Better Way to Understand Your Customers Shopping Behaviors

  • August 01 2018
  • Resource: Loyalty Management

Beacons are projected to yield more than $50 billion in retail sales this year. Although there is yearly excitement with this tool from the tech industry, beacons were f