Hi and welcome to another edition of What We’re Hearing, our Loyalty360 podcast in which we talk to leaders in the world of brand loyalty about industry insights and trends. I’m your host, Mark Johnson.   Today we will be going...Read More

Hi and welcome to What We’re Hearing, our Loyalty360 podcast in which we talk about customer experience and customer loyalty with some of the country’s best-known brands. Today we’re talking with Karen Noel, General Manager of...Read More

Welcome to yet another episode of What We’re Hearing. The official podcast of Loyalty360, What We’re Hearing features interview with some of the most prominent names in customer loyalty. I’m your host, Mark Johnson, and today our...Read More

I’m Mark Johnson, CEO of Loyalty360, and this is What We’re Hearing, the podcast in which we talk to executive that have proven to be trailblazers in the customer loyalty industry. Today’s interview is with Bindi Menon, Vice...Read More

Hello and welcome to another episode of the What We’re Hearing podcast from Loyalty360, I’m Mark Johnson, CEO and CMO of Loyalty360. Today we’ll be hearing from Eliot Hamlisch, Vice President, Worldwide Loyalty and Partnerships...Read More

Welcome to another episode of What We’re Hearing, the podcast where we talk to the brands that continue to shape the world of customer loyalty. Today we’re speaking with Matthew Craig, Marketing Coordinator for the Northeast sector of...Read More

Hello and welcome to another episode of What We’re Hearing! This is Mark Johnson, CEO of Loyalty360, and I’m excited to share with you today a conversation we recently had with Lisa Erickson. Lisa is the Senior Director of CRM &...Read More

Welcome to What We’re Hearing, the Loyalty360 podcast where we speak to the men and women who are shaping the world of customer loyalty. Today, we’re speaking with Klavs Valskov, head of marketing and communications for the recently...Read More

Customer analytics is rapidly evolving. Additional challenges and issues arise in this space with every new analytics tool, coupled with the incredible increase of customer information. By now, almost everyone in the loyalty industry agrees that...Read More

Loyalty Expo 2017 is finally here! As the conference prepares for kickoff tomorrow morning, leading brands in the customer loyalty and CX arenas have descended on the Caribe Royale in Orlando, Florida for three days filled with exclusive insight...Read More

The biggest, best conference in customer loyalty is back: Loyalty Expo 2017 is coming to Orlando, Florida on May 2-4, and this year’s show is once again set to raise the bar for customer loyalty events. Featuring some of the biggest names...Read More

Editor's Note: This article orginally appeared August 1st, 2016. Seth Rabinowitz, SVP, Marketing & Fan Engagement, New York Jets told Loyalty360 that the team doesn’t have a traditional loyalty program, but it’s one that keeps...Read More

Editor’s Note - This story was originally published in October's Loyalty Management Online, and is part of Loyalty360’s “Best of 2016.” We wish you and your family a happy holidays, and will return to our regular...Read More

Editor’s Note - This story was originally published in August, and is part of Loyalty360’s “Best of 2016.” We wish you and your family a happy holidays, and will return to our regular content schedule in 2017! The United...Read More

Sponsored by GenesysToday, it should be easier and faster than ever for a brand to engage in a two-way dialogue with customers and take action on the communication. Traditional feedback mechanisms - like survey, focus groups and call...Read More

Today marks the first full day of Engagement & Experience Expo 2016, Loyalty360’s three-day conference dedicated to the best in customer experience, engagement, and loyalty. Through a robust slate of best-in-class speakers and...Read More

Before success can be achieved, business leaders need to put into place a process that creates the right value proposition. And this applies to both new companies and established brands alike. When considering the pace at which modern...Read More

As the Engagement & Experience Expo draws near, Loyalty360 is proud to announce the finalists for its 3rd-annual Loyalty360 CX Awards. The categories this year include: Brand Messaging, which recognizes companies for outstanding customer...Read More

Founded over a century and a half ago, Cargill is headquartered in the Minneapolis suburb of Wayzata. Most of the company’s operations are tied to agriculture and food production, from the purchasing and distribution of grain to the raising...Read More

Wolters Kluwer, in many ways, prides itself on versatility. The information services and solutions company serves professionals in the health, tax and accounting, risk and compliance, and finance and legal industries. It must, therefore, provide...Read More

“The game has never been better than it is now,” insists George Ciz, SVP marketing & business development for the Association of Tennis Professionals (ATP) World Tour. “We’re enjoying one of the best and most prosperous...Read More

Red Lion Hotels Corporation (RLHC) is aware of how customer loyalty has forever changed and the new forces behind its evolution. It recognizes that travel and hospitality loyalty programs are a key customer engagement strategy, but RLHC...Read More

Few industries have changed more in the past decade than the health care and health insurance sectors. One of the major players in both of these spaces, UnitedHealthcare, has moved adeptly with the times, enabling the company to grow into the...Read More

Shake Shack grew out of an art exhibit that was created to help rejuvenate New York City’s Madison Square Park. It started as a unique hot dog cart selling high-quality traditional fare such as hot dogs, fries, and freshly-squeezed lemonade...Read More

Even with the merger of several major airlines in the past decade, competition in the industry remains fierce, thanks in large part to the introduction of low-cost and ultra-low-cost carriers like Allegiant, Frontier, and Spirit Airlines. However,...Read More

Ulta Beauty, better known simply as Ulta to legions of what the company calls “beauty enthusiasts,” its most loyal customers, continues to grow at a rapid pace. Adding about 100 store locations a year, the Chicago-based retailer...Read More

Together, Wheaton World Wide Moving and Bekins Van Lines comprise the fourth largest van line group in the country. And throughout their combined histories that stretch back approximately 71 years and 125 years respectively, both Wheaton and...Read More

JetBlue has one mission: Inspire humanity. This philosophy resonates throughout the airline. With an active and vocal loyalty base, JetBlue keeps human interaction at the forefront of its customer experience management.   Scott Resnick...Read More

Brand loyalty in professional sports is a bit different than in other types of businesses. In most cases, you’re either a fan, or you’re not. The casual fan might be swayed from time to time, but this usually has more to do with on...Read More

For years, credit card issuers have sought to connect with merchants to offer some kind of instant redemption reward program for cardholders. However, multiple disparate systems and technologies prevented this from happening. U.S. Bank, with its...Read More

Marketing used to be primarily focused on acquiring new customers or winning back lapsed customers and, in many respects, it still is. There is a growing focus, however, on retaining and rewarding the best customers first. In an age of...Read More

It all started in a Birmingham, Alabama garage in 2010. Today, Iron Tribe has over forty locations across the country, most of them franchises. Recently, the company bought back a franchise in Atlanta, and may buy back more in the future. It is...Read More

Folks looking for a rideshare service basically have two choices: Uber and Lyft. However, the latter is actively setting itself apart by taking ownership of the customer experience. For example, using what it calls Magic Modes, it created, with...Read More

For Nate Cho, Innovation and Connectivity Program Manager for Electrolux Major Appliances North America, innovative customer experiences come hand-in-hand with innovations in products and services.   After delivering the &ldquo...Read More

Big data’s notable upswing is helping retailers increase customer engagement significantly by generating experiences that are not just meaningful, but are also targeted and specific. Simply put, since big data connects everyone and...Read More

In the highly competitive, and sometimes confusing, world of health insurance customer loyalty is essential. Central to that is maintaining a consistent customer experience, one that is both personalized and informative. For Humana, one of the...Read More

Some of the best business ventures are stumbled onto quite by accident. That’s how the Crayola Experience began 20 years ago in the company’s hometown of Easton, PA. City leaders, distressed by their deteriorating downtown, asked...Read More

No brand is immune to the disruptive marketing and customer engagement forces that are altering the very fabric of the business landscape. Not only are consumer behaviors and attitudes quickly changing, but new generations of consumers are also...Read More

Though it’s almost 100 years old, Pitney Bowes is one the biggest players in ecommerce, particularly in the area of cross-border shipping. Through several acquisitions and in-house initiatives, it has leveraged its vast experience with...Read More

Pizza Ranch is a fast-casual chain of restaurants with180 locations spread across 13 Upper Midwest and Plain states. Founded in 1981, it serves mostly smaller markets leaving the larger cities to the bigger national chains.   Loylaty360...Read More

For some, eight years may sound like a lifetime. In terms of building and perfecting an effective loyalty program, however, eight years goes by in the blink of an eye. AccorHotels can attest to the challenge of building a program from the ground...Read More

One of the most recognized yogurt brands in the U.S., Chobani was founded in 2005 when Hamdi Ulukaya resurrected a food processing plant in New Berlin, New York that was scheduled to be closed by Kraft Foods. With a new yogurt master and several...Read More

For the Tampa Bay Lightning of the National Hockey League, loyalty is predominately gauged by the number of season ticket holders the team has. Specifically, instead of a traditional program, they measure loyalty via their season ticket member...Read More

In the world of marketing, why are some things contagious and some things not? Marketers wrestle with this question constantly, with most laboring under a greatly mistaken notion according to Professor Jonah Berger of the Wharton School of the...Read More

It was once the primary mode of intercity and cross-country travel, but today only one national passenger train service remains. Amtrak, consolidated with government assistance from the last remaining passenger train lines in 1971, is today both...Read More

A key component of customer experience is interaction with a brand’s specific product or service. Improved customer experience often comes from innovation in those products and services. For Electrolux, makers of Frigidaire products, that...Read More

Analytics has never been more important to businesses, especially those trying to improve customer experience and engagement. However, finding enough people to accurately assess data is extremely difficult as many undergraduates avoid taking any...Read More

Launched in 2008 as a photo website by brothers John and Leo Resig, theCHIVE has since morphed into a multi-faceted new media brand. In 2012, on a whim, the website founders spearheaded a campaign to help a volunteer fire department stay in...Read More

JetBlue, through its JetBlue Technology Ventures, continues to find and develop tech enterprises that that enhance its position in the air travel sector. The most recent acquisition is Mozio, a San Francisco-based startup founded in 2012. Mozio is...Read More

Humana is one of the world’s largest health insurance companies. However, it is seeking to be more of a partner with consumers. To accomplish this, it is redefining the customer relationship particularly on its website and through mobile...Read More

The confusion and complexity that brands face today to create customer loyalty is among the biggest marketing challenges ever confronted throughout the industry’s long history. There is a growing realization and an explicit understanding of...Read More

Communities form a crucial aspect of most human relationships, and they are just as important for the success of a neighborhood and its residents as they are for the relationships built between a company and its customers. For many, belonging to a...Read More

Data is the engine that drives the level of marketing sophistication now needed to engage customers in a highly competitive and rapidly evolving marketplace. And today, big data represents one of the single biggest opportunities for marketing and...Read More

It used to be that customer engagement was handled on the sales floor of a brick-and-mortar store, via telephone, or through good old-fashioned snail-mail. Today, consumers have multiple ways to connect and engage with brands. A part from the...Read More

“The biggest challenge that brands face today in creating measurable customer loyalty experiences is retaining value throughout the member’s lifecycle,” Evan Magliocca, Manager of Brand Marketing for Columbus-based Baesman...Read More

Wingstop was already seeing great success with online ordering over the past several years, with more than 15 percent of the chain’s orders coming from digital platforms. However, the Dallas-based restaurant company wanted to grow this...Read More

The goal of any professional sports team is to win a championship, but Lee Twarling, Senior Director of Ticket Sales and Service for the Chicago Bears, has a slightly different objective, and it centers on customer engagement.   “In...Read More

Automation and the technical systems businesses have in place are as important to the customer journey as marketing and R&D. Keeping those systems running smoothly for Chobani is automation engineer Nathan Piccola.   This fall he will...Read More

The Atlanta Hawks are, in many ways, the definition of a “mainstay.” Since moving to the city from St. Louis in 1968, the franchise has been through ups and downs, wins and losses, and the arrivals and departures of brand-defining...Read More

Jonah Berger is a professor at the Wharton School of the University of Pennsylvania. He is an expert on word of mouth, viral marketing, and customer behavior. He's also the bestselling author of Contagious: Why Things Catch On and Invisible...Read More

Founded in 1920, Pitney Bowes could be seen as a legacy brand if it weren’t for the fact that it is on the leading edge of ecommerce in the 21st century.   “Overall, our goal is to help brands, retailers, and marketplaces...Read More

The changes that digital disruption has brought to the newspaper industry have been both a blessing and a curse. Of all the media outlets affected by the rise of new technologies, newspapers have arguable been hit the hardest. As an industry that...Read More

When California Pizza Kitchen (CPK to those hip to the chain) began its rebranding initiative three years ago, one component they knew they wanted to include was a loyalty program. Enter Ashley Ceraolo who was hired around this time. Her current...Read More

You would be hard-pressed to discover a retailer or marketer today that will contest the critical importance of customer data. But not everyone can leverage this analytical tool with the same degree of sophistication and expertise. For many, the...Read More

New innovative technologies and modern digital platforms are constantly being championed in every corner of the marketing industry. In our hyper-connected culture, adopting this strategy usually makes sense. Digital innovation has changed...Read More

The Vanguard Group, one of the world’s largest investment management firms, has over 20 million clients, most of which will never interact with the company in person.   “At Vanguard we are managing your money,” explains...Read More

Interactive personalized video is a great way to create a better customer experience and better customer engagement. That’s according to Scot A. Laudicina, Vice President, Cross Sell, Pitney Bowes Software.   During a session at the...Read More

Melissa Lemberg, Regional President, Manifest, believes that the intersection of business insights and customer-centricity can lead brands to emotional connections and, ultimately, customer loyalty.   During a session at the recent...Read More

Working toward a true customer experience (CX) mindset means putting customers at the heart of everything a brand does. And for the most devout CX disciples, this even means going as far as disrupting the very core of the business. Often, this...Read More

Harley Manning, VP, Research Director, Forrester believes that, inherently, a digital customer experience is a better experience.   “In general, digital experiences tend to not to be perceived to purely physical experiences,&rdquo...Read More

Many companies feel they are at least adequate when it comes to customer service, but the author and consultant Jay Baer suggests organizations should take a closer look at their efforts. Even the ones that are doing a satisfactory job could be...Read More

After getting its start in the late 1970s as the world’s first independent developer of video games, Activision continues to excel as one of the preeminent third party developers in existence today. It consistently releases some of the best...Read More

Customer Experience (CX) requires a sophisticated understanding of your customers. The first step in this understanding is identifying and addressing pain points, and creating a sense of transactional ease. And while having an effective triage...Read More

“Less, definitely less,” says William Bleuel, Professor of Decision Sciences at Pepperdine University in Southern California, when asked if Millennials are more analytical or less analytical than previous generations.   &ldquo...Read More

Last week, leading customer experience professionals and industry experts seeking to understand what the convergence of digital technology, innovation and disruption means for the business and marketing landscape gathered at Pegaword 2016, which...Read More

Like many large consumer-facing companies, British Gas (BG) built its business model on offering a hierarchy of products and service to consumers. The problem was, many of the company's marketing functions were taking place in silos. While not...Read More

Everything and everyone is becoming connected, and the lines between the digital and the “real” are blurring. In just the last few years alone, the rate of innovation unleashed throughout our culture, and even across humanity at large,...Read More

Before success can be realized outside your organization, support and loyalty for your program must be built internally via the core of your organization: your people. Your people are ambassadors for driving loyalty to your brand.Read More

The workers of the First Industrial Revolution, which began in Britain’s textile industry in the late 18th century, lifted many out of poverty, but not that far. By the start of the Second Industrial revolution, spearheaded by Henry Ford in...Read More

Digitization is at the core of providing a superior customer experience, according to Gilles Leyrat, Senior Vice President of Customer & Partner Services, Cisco Systems. During his keynote session, “There’s Never Been a Better...Read More

Pegaworld 2016, the annual user conference from technology provider Pegasystems, was held this week in Las Vegas, and Loyalty360 was there to get an inside track on the latest developments in CRM, customer experience, and how to get the most out...Read More

Everyone is now familiar with the idea of “digital transformation,” and it has pervaded almost every aspect of our lives. As a concept, it has become so ubiquitous that it is important to periodically stop and consider just how...Read More

At Wheaton World Wide Moving | Bekins Van Lines, officials have a great rapport with their customers. The company uses a robust customer survey, which yields great and actionable results. Customer loyalty is always top-of-mind at Wheaton |Bekins...Read More

Fidelity has made a promise to make strong and ongoing investments in customer experience, which has made the brand a trusted source for a wide range of financial services including IRAs, retirement planning services, mutual funds, ETFs, 401(k)s...Read More

When it comes to developing effective marketing strategies, data is king. Many brands are confused about how to effectively gather, organize, and use the waves of data coming in, so they turn to technology providers for solutions. RedPoint Global...Read More

Since 1962, Rite Aid has been building its reputation as a trusted community drugstore. The brand offers pharmaceutical services, as well as a variety of healthcare and convenience products. The company, the third largest retail drugstore chain in...Read More

Sometimes, it isn’t always about the money. Sometimes, for a loyalty program, it isn’t always about points. Sometimes, a loyalty program can actually be about how loyal a customer or, in this case, a fan is to a particular team. And in...Read More

The 9th annual Loyalty Expo, presented by Loyalty360 – The Association for Customer Loyalty, will kick off on Tuesday, May 24, 2016, at the DoubleTree Universal Orlando. Loyalty Expo has earned the reputation of being one of the...Read More

As one of the largest companies in the world, Panasonic encompasses a wide array of products, services, and technologies. The HVAC department of the global giant is perhaps not the first thing that comes to mind when hearing the Panasonic name...Read More

Since 1975, Chili’s has been a casual dining leader in the Fresh Tex and Fresh Mex category. Beyond the brand’s signature dishes, customers are drawn to the unique customer experience and atmosphere found at the chain’s over 1...Read More

Volkswagen is a brand that has its roots in German engineering excellence, and it has produced a product that is so beloved it has since spread across almost every corner of the world. This enduring legacy has seen the brand grow into the second...Read More

In developing the Dell Advantage loyalty program, the Texas-based computer technology giant faced many questions. “We are in a unique situation because our purchase cycle is not as frequent as some of the other retailers that are out there...Read More

For the Atlanta Hawks, brand loyalty goes deeper than simply incentivizing interactions with the team. “Our primary goal is a passionate fan base that believes in the team and feel secure enough with what we’re doing as a team that...Read More

Vincent Ircandia, Senior Vice President of Business Operations for the Portland Trail Blazers, told Loyalty360 that the NBA franchise sought to increase game attendance and build deeper, more personalized relationships with fans. Since...Read More

Making a strong investment in customer experience is one of the most valuable things a brand can do today. In an era of technological and digital disruption, and an increasingly crowded and competitive landscape, brands and marketers are realizing...Read More

For almost 30 years, Auntie Anne’s has been the nation’s leading purveyor of pretzels, dips and various snacks. The brand continues to bare the namesake of its founder, Anne Beiler, who first starting selling her goods at a local...Read More

The Columbus Dispatch is not one to shy away from innovation. As the most trusted source of news and information in Central Ohio, this is a brand that has established generations of customer loyalty. But it also understands the need to evolve...Read More

In today’s metric-driven marketing landscape, a company is nothing without its data. Just as important as gathering this data, however, is partnering with the right data management provider to compile this mountain of information in a way...Read More

For many forward-looking marketers, effective customer engagement means creating a customer-centric culture that puts the brand at the heart of local communities. Too often today, consumers are beginning to feel disassociated and disconnected from...Read More

FedEx Services wants to keep technology top of mind to create a compelling customer experience that drives brand loyalty.   FedEx, which earned Bronze honors in the Customer-centric Culture category at the Loyalty360 CX Awards at the 2015...Read More

With approximately 980 branded locations across the county, Finish Line engages customers in nearly every U.S. state. An enduring commitment to the customer experience has seen the brand become a leading purveyor of high quality footwear and...Read More

Dave Hogan, EVP, Chief Analytics and Marketing for OneMain Financial, offered a compelling summary of what makes Springleaf such a special customer experience for its loyal patrons. “I’d say the mission statement hasn’t changed,...Read More

The Canadian Red Cross generates a considerable amount of brand recognition. Unlike most brands, however, the Canadian Red Cross cannot give away products or services in return for loyalty. Rather, it supports a mission that resonates and connects...Read More

Church’s Chicken takes an approach to customer engagement that is beyond most, if not all, other brands in the QSR space. As one of the nation’s leading fried chicken brands, it understands how to leverage new technologies such as...Read More

QSR is among the most fluid industries in marketing. A successful quick serve restaurant needs the agility to adapt to ever-changing trends and customer desires. Jeff Baker, VP of Brand Experience, Arby’s Restaurant Group, Inc., sat down...Read More

In the gaming and entertainment world, there are few brands that command as much attention, respect and brand loyalty as Caesars Entertainment Corporation. With a number of properties under its parent company including Harrah’s, Caesars and...Read More

Altimeter Group’s Brian Solis is dedicated to creating change within brands and bringing customer experience into the spotlight. The first step, Solis told Loyalty360 in a recent discussion, is to define the CX problem and use that to guide...Read More

As a mutual company, customer experience is not just a buzzword for Guardian Life®, it’s a necessity. Guardian is a Fortune 250 financial services company that operates more than 70 agencies nationwide. For four consecutive years, the...Read More

As health and wellness become growing cultural concerns, Iron Tribe Fitness is stepping in to create tight fitness communities that can change people’s lives. Recognized as one of the fastest growing private companies in America today, Iron...Read More

Besides capturing the hearts of fans around the world, sports teams offer a unique perspective on the topics of customer experience and engagement. In an industry where fan devotion goes beyond a simple value proposition, teams are expected to...Read More

Few automakers are able to stand toe-to-toe with General Motors. The company was built upon a foundation of brand loyalty, and continues that tradition in 2016. Headquartered in Detroit, Michigan, GM is home to iconic brands including Chevrolet...Read More

Great Eastern Energy has been serving New York, New Jersey, and Massachusetts residents since 1996. The industry has changed dramatically over time, and energy providers have had to adjust practices to keep up. Great Eastern Energy has become one...Read More

From coast to coast, Recyclebank currently engages nearly 4 million members within 300 communities across the United States. As a loyalty program it has successfully helped cities and municipalities of all sizes achieve a wide range of waste and...Read More

When hearing the words “loyalty program,” shoppers often think of industries like retail, grocery, and fuel. These programs can be a tremendous benefit in any vertical, however, as a tool for building a strong base of loyalty customers...Read More

 ATB Financial has been serving Alberta, Canada for more than 75 years. Named one of Canada’s top 10 employers by Maclean’s Magazine, the bank serves over 710,000 customers across 244 Alberta communities. The bank’s approach...Read More

Almost everything about the business landscape is shifting rapidly. The way consumers engage with brands and the types of customer experiences they now expect are in a constant state of evolution. And that’s not all. Even the very nature of...Read More

The very nature of almost all industries is rapidly changing. An array of emerging digital technologies and new customer experience developments has certainly seen to that. No one is immune to this evolution, and most brands and marketers are...Read More

Dow Jones is an American publishing and financial information company and The Wall Street Journal is its flagship product. Suzi Watford is Dow Jones’ Chief Marketing Officer, overseeing global sales and marketing efforts for...Read More

Despite the vast openness of its seemingly endless reach, the sky can still feel pretty crowded for brands operating within the hypercompetitive airline industry.   As a business that has traditionally faced small profit margins and high...Read More

Ashley Ceraolo, Vice President of Marketing, Digital and Social Media at California Pizza Kitchen, is very proud of the company’s successful Pizza Dough Rewards loyalty program. It has become the company’s foundational element at the...Read More

“You’re in Good Hands with Allstate.”  Created in 1950, that slogan is still representative of Allstate’s mission to provide customers with peace of mind in their times of need. The Allstate Corporation is the largest...Read More

Harlequin is a Toronto-based company that publishes women’s fiction. Founded in Winnipeg in 1949, Harlequin was owned by Torstar Corporation, a broadly based media company and one of the largest newspaper publishers in Canada from 1981 until...Read More

For decades, Lowes Foods has faced a tremendously competitive grocery industry. But by maintaining strong ties to the local community, and by offering a one of a kind customer experience, it has managed to excel in this space. Based in North...Read More

BP is one of the world’s leading providers of oil and gas for a good reason. The brand continually strives to offer an exceptional customer experience that is imbued with a high degree of consistency, simplicity and value. If customer...Read More

For some customers, loyalty programs are nothing more than an additional source of confusion and misinformation. Some points can be redeemed for certain rewards, while some points can only be used for others, and the entire system is subject to...Read More

Rite Aid, in addition to being a leading national chain of drugstores, finds itself in a unique position in customer loyalty marketing. Along with brands like Macy’s, AT&T, and Nationwide Insurance, Rite Aid is part of Plenti, the nation...Read More

With 14 million active members, the Regal Cinemas Crown Club loyalty program is the largest in the industry. Driving customer loyalty is difficult among movie theaters, due to the similar service offered by all brands. In order to set itself apart...Read More

OneMain Financial, previously known as Springleaf Financial, is a company whose primary business is consumer lending. With almost 2,000 branches throughout the United States, OneMain Financial prides itself on a very personalized...Read More

Caribou Coffee’s unique approach to both customer loyalty and customer engagement aligns with the brand’s overall cultural philosophy, which resonates with a passionate base of fans. Instead of relying on an array of corporate &ldquo...Read More

EMC is a leader in its industry, providing clients with services including cloud computing, data storage, and analytics. To maintain strong customer engagement, EMC has adapted to provide relevant and comprehensive technology solutions since its...Read More

The buzzwords currently swirling around the customer loyalty space have, of late, centered on personalization, omni-channel customer engagement, and seamless real-time customer experiences that surprise, delight and reward. The new explosion of...Read More

Julian Aldridge, VP, Brand Evangelism and Activation, Charles Schwab & Co., joined the company in 2012 to drive the Challenger Brand Identity project and help the company rediscover and activate its rich Challenger heritage for a new...Read More

The importance of creating close communities is an idea that is starting to reverberate across the customer engagement and loyalty-marketing stratosphere. It speaks to the growing need to get to know customers as individuals, and to engage them on...Read More

Celebrity Cruises has been giving customers unforgettable experiences since the company was founded in 1988. In an industry built on customer experience, Celebrity stands out with its stellar loyalty program, top-notch data analytics, and passion...Read More

The C-store industry is in the midst of change. Convenience stores nationwide are jockeying for brand position, and each chain is looking for every opportunity to differentiate itself from the pack. For MAPCO, a Southeast-based chain of over 350...Read More

BJ’s Wholesale Club supports a customer experience that offers tremendous savings and a marvelous selection of products. However, that is not the only reason members are lining up to bestow one of the East Coast’s most popular...Read More

Brands are firmly in the grip of a new digital age of technological complexity and social connectivity. In some ways this is presenting many new customer engagement opportunities. In other ways, however, it is presenting just as many challenges...Read More

For Rachel Silva, Assistant Vice President of Marketing for Pep Boys, effective customer engagement has always been at the heart of the company’s daily mission. What’s more, mobile has been at the front of that customer strategy. One...Read More

Customer loyalty has been a massive focus at Dunkin’ Brands, especially since the launch of the DD Perks Rewards program in January 2014. Sherrill Kaplan, Senior Director, Digital Marketing & Innovation at Dunkin’ Brands, shared...Read More

Tony Roma’s does not operate a formal loyalty program, but that does not mean it considers customer loyalty to be any less vital. Considerations of customer loyalty are constantly top-of-mind as the popular restaurant seeks to refresh its...Read More

Amtrak is one of the most reliable and enduring forms of travel in existence today. With more than 500 destinations to choose from, there are virtually no limits to the brand’s reach. In fact, the train traverses some areas of this country...Read More

For more than 50 years, Arby’s has been pleasing guests with menu specialties like curly fries, turnovers, and, of course, the world famous roast beef sandwich. Beyond the excellent food, Arby’s aims to delight guests with its friendly...Read More

Unlike many players across the fitness industry, Iron Tribe Fitness creates a holistic customer experience that inspires a true sense of community. More than simply a gym, Iron Tribe helps members work toward a healthier and happier life through a...Read More

For over 100 years, Lincoln Savings Bank (LSB) has been a valued member of close-knit local communities, and the connections it has established have helped the brand build generations of customer loyalty. Its mission is to provide a customer...Read More

There’s no denying the presence General Motors has created for itself in the automotive industry. As the company behind iconic brands such as Chevrolet, Buick, GMC and Cadillac, GM has been driving the market forward for more than 100 years....Read More

If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to define CX is compounded by the fact that modern customers expect the very best customer experience from their favorite brands...Read More

FedEx Services prides itself on its customer-centric culture, which leads to stellar customer engagement and brand loyalty. FedEx, which earned Bronze honors in the Customer-centric Culture category at the Loyalty360 CX Awards at the 2015...Read More

The customer loyalty industry is evolving. The idea of simply offering points for generic rewards is becoming obsolete. Today, winning customer loyalty is about building relationships and sustaining an ongoing dialogue to make an authentic...Read More

We are approaching a new era of customer engagement. And with the dawn of this new age, comes the chance for businesses to find innovative ways to win the loyalty of those they serve. Not long ago it was virtually impossible for major bands to...Read More

The NFL is the undisputed king of American sports. Every Sunday, fans across the nation are glued to the TV watching their favorite teams. For the Dallas Cowboys, giving these fans an unforgettable customer experience is the team’s primary...Read More

As loyalty programs in every industry become more and more convoluted, Wyndham Rewards takes the exact opposite approach. The key feature of this rewards program is its simplicity: for 15,000 points, guests receive a free night at any Wyndham...Read More

Allstate is America’s largest publicly held personal lines insurer. The company was founded in 1931 and has grown to cover about 16 million homes. Allstate’s loyalty program, Allstate Rewards, allows customers to earn points by driving...Read More

Guardian Life®  has been providing its policyholders with financial services for 155 years. The secret to this kind of longevity has been a customer experience built on the recognition that customers rely on the company when they and...Read More

“People have spent a long time making banking work for banks. Now we want to make banking work for people.” These may not sound like the words of a typical member of bank leadership, but Dwayne Calder, Director of Operations in...Read More

It’s all about the Customer Experience at Safelite AutoGlass, which is the nation’s largest provider of vehicle glass repair and replacement services more than 6,500 MobileGlassShops™ and facilities in all 50 states.  ...Read More

Since 1996, Great Eastern Energy has proudly served New York, New Jersey, and Massachusetts as an alternative natural gas, electricity and renewable energy provider. The company strives to provide a positive experience, not only to its customers...Read More

The Red Cross is one of the most recognizable symbols in the world. The company’s humanitarian efforts spread across the globe in some of the world’s most vulnerable regions. Despite operating in the nonprofit industry, the...Read More

Alex Tavera, Senior Manager of Loyalty Consulting at Aimia, talks about the new TRIPPS Segmentation Software, a powerful and easy to use tool to drive consumer insights based behavioral transaction data. Alex Tavera, Senior Manager of Loyalty...Read More

Customers now expect a lot from brands. They expect to be engaged with relevance, authenticity and with a customer experience that acknowledges them as individuals. Marketers are increasingly becoming aware of this trend, but most may not yet...Read More

Futsal is already a popular sport in many countries around the world. Fans from Spain, Brazil, Italy, and beyond all display a tremendous amount of brand loyalty towards their favorite clubs. But futsal, a modified version of soccer, does not...Read More

EMC is a multinational corporation that provides customers with cloud computing, data storage, and technology solutions. For more than 30 years, the company has worked with customers in every industry, from startups to the Fortune Global 500...Read More

Dunkin’ Donuts is getting in the Valentine’s Day spirit, putting a multi-faceted campaign together leading up to the big day this weekend. Already offering a top loyalty program in its DD Perks Rewards program, the brand is looking to...Read More

As automakers continue to search for new ways to engage with customers, Nissan continues to lead the way in customer loyalty. The car manufacturer’s all-electric Nissan LEAF took home the top prize in the Non-Luxury Traditional Compact Car...Read More

Hotel chain La Quinta is looking to drive increased customer loyalty through a partnership with loyalty solutions leader Points. The companies are collaborating on improvements to La Quinta Returns, a loyalty program that allows La Quinta guests...Read More

Overstock.com is one of the original pioneers of ecommerce. Since 1999, the site has been selling merchandise from the excess inventory of retailers around the world. Sixteen years later, the company continues to be a leader in an online shopping...Read More

Technology and a memorable customer experience have worked in tandem at Hilton Worldwide for many years at Hilton’s properties around the world. Dana Shefsky, Director of Digital Product Innovation at Hilton Worldwide, participated in a...Read More

The Dunkin’ Donuts DD Perks Rewards customer loyalty program was born as a result of extensive research with customers, franchisees, and crew members. Customer loyalty is an absolute focus for Dunkin’ Brands.The DD Perks Rewards...Read More

Tony Roma’s is a cornerstone of the family-friendly causal dining industry. For over four decades, it has served up a host of delectable dishes and drinks inducing its signature steaks and ribs. What started as a single Florida establishment...Read More

While there were many positives surrounding LinkedIn’s fiscal fourth-quarter conference call on Feb. 4, the reality is the company’s shares dropped nearly 30% amid muted guidance for 2016. But LinkedIn CEO Jeffrey Weiner noted that the...Read More

In the midst of this new digital age, many brands are struggling to create customer experiences that are meaningful and relevant. The problem stems from a multitude of factors. But nevertheless, this is a marketing landscape that Samsung has been...Read More

Being a challenger brand is built upon holding firm and steady to a belief that something is wrong in the market place, and being prepared to disrupt the status quo to effect change. That is the premise of the Challenger Brand Identity project at...Read More

In their November mid-year update DealerRater announced that Lexus (luxury segment) and Hyundai (mass-market segment) were in the lead for the 2016 Customer Rating Index. The final winners, chosen based on average consumer ratings posted on...Read More

As your customers get increasing sophisticated in their shopping behaviors, their expectations in receiving personalized experiences from your brand are increasing exponentially. According to an Infosys report:59% of customers say that...Read More

Chili’s was founded in 1975 and has grown into a chain including more than 1,550 locations in 30 countries. To personalize the customer experience, Chili’s officials have searched for innovations that will streamline a guest’s...Read More

Disruption is a powerful word in business. As companies like Uber and Airbnb continue to change the game for travel and hospitality, brands across all industries are following their lead in changing the way consumers interact with their favorite...Read More

Auto parts manufacturer Tenneco recently began enrollment for its 2016 Expert Plus loyalty program. The program, founded in 1998, is open to automotive service professionals and shop owners that use Walker emissions control and Monroe brakes,...Read More

Faced with navigating an entertainment industry that has seen a tremendous amount change, GameStop continues to standout among other brands that have been decimated by digital disruption. In this regard, GameStop not only maintains a firm presence...Read More

Caesars Entertainment Corporation operates some of the most renowned gaming brands in the industry including Harrah’s, Caesars and Horseshoe casinos. These establishments regularly excite and delight guests with memorable customer...Read More

Starbucks CEO Howard Schultz always knew that mobile customer engagement was a burgeoning tool for the company’s loyal customer base. It appears Schultz was prescient in his thinking. In December 2014, Starbucks introduced Mobile Order &...Read More

A Look at the Customer Challenges and Innovations Across the Automotive Service IndustryWhen it comes to customer engagement and loyalty, much of the attention is squarely on traditional industries spanning the retail universe. However, as...Read More

What is a stakeholder? In the customer experience discipline, stakeholders are individuals impacted by the actions taken in managing and improving the customer experience while providing necessary support for customer experience success.Who are...Read More

Sponsored by Virtual Incentives Throughout November and December 2015, we asked CMOs and top executives in marketing and operations. What are the challenges and opportunities to effectively leveraging internal and external communities in your...Read More

Ask yourself the following question: How would you ring a doorbell? Would you press it with your finger or your thumb?The odds are that if you are over 25 years old, you would use your index finger.But when you ask teenagers, you will find they...Read More

Apple Pay, Android Pay and Samsung Pay are changing how we interact with our phone by implementing mobile wallets with features that go beyond storing credit card information.  We are now able to store, save, share coupons, boarding...Read More

Shawn Eby, VP of Operations at Taco John's International, talks about how Taco John’s, one of America’s leading quick serve Mexican restaurants, puts the customer experience at the heart of its guest-centric company culture.  Read More

Loyalty programs are very popular with brands and customers these days. In fact 84% of Americans belong to at least one:But what is it about loyalty marketing that makes so many brands pursue it?Some of the most...Read More

I can’t think of a single time in my career when an executive has thought it a great idea to do something twice just for the fun of it. Investing twice, building twice, recruiting twice are not ideas that typically result in career glory...Read More

Loyalty marketers have spent decades testing and refining best practices for effective program financials models, earn-and-burn structures and the management of cost per point.    Rewards mix strategies have received far less attention....Read More

Presented on December 3rd at 1 P.M. ET Often when we think about Voice of the Customer programs we first think about customer feedback and customer experience in a care or support organization. At Intuit Small Business marketing we...Read More

Presented on November 19th at 1 P.M. ET Building loyalty has always been one of the most inherent objectives for brands, but challenges for effectively tracking purchases can hold back manufacturers from implementing loyalty programs. This is...Read More

Mark Mears, Noodles & Company Executive VP and CMO, talks about the brand’s authentic and community-minded approach to customer engagement, and about its new branding platform called “Made. Different.”  Read More

Presented on November 17th at 1 P.M. ET Good relationships usually start off like the lyrics of a Taylor Swift song, “We were both young when I first saw you …” After 15 years the relationship evolves and while it might not...Read More

A few weeks ago I was fortunate to be one of the first to read the 2015 Aimia Loyalty Lens Report. Loyalty Lens is an Aimia-sponsored annual research report designed to explore global trends in consumer loyalty, attitudes to technology and views...Read More

Banks and credit unions should change their thinking about loyalty and retention. Instead of sticking to the stale product-centric, transaction-focused approach of the past, they need a holistic approach that fosters continuous engagement and...Read More

Marketers have great expectations when it comes to the use of technology to reach consumers and build brand loyalty. For their part, savvy consumers also have great expectations from their favorite brands for how they want marketers to treat them....Read More

How can you realize executional excellence in order to ensure loyalty program success?   You’re excited about designing or redesigning a financially viable and brand-aligned loyalty program that will help you...Read More

Hardly a day goes by without seeing an article or research piece that explores the topic of marketing to Millennials. We’ve all heard the story… Millennials act as “tastemakers” for the general population. They ...Read More

The good news for retailers is that, while changes in technology, consumer behavior, and market forces will continue to offer challenges to their business models, the fundamental drivers of customer loyalty remain unchanged. This means that...Read More

Loyalty isn’t something that can simply be “bought” with rewards. Through extensive experience and proprietary research, we have come to believe that loyal brand behavior can only be truly cultivated over time by consistently...Read More

Your competitors are constantly evolving and your customers are changing their preferences. Is the loyalty program you have today as engaging as it was? More pointedly: does your loyalty program give you an edge over your competitors? And is it...Read More

On this episode of Loyalty360’s “What We’re Seeing and Hearing” podcast Mark Johnson, Loyalty360 CEO and CMO, talks about the recent trends in customer loyalty, practical advice for cutting through the clutter created by...Read More

This episode of the Loyalty Management podcast series is titled "Multi-Brand Marketing and How to Create Loyalty", written by Bob Moorhead of Epsilon. Convenience.  Saving Time. Unique Experiences. – These are three...Read More

This episode of the Loyalty Management podcast series is titled "Curating Change—Not Just Wall Art", written by Nancy Porte of Verint.Digital transformation is a reoccurring theme in today’s business environment. As...Read More

Today we are witnessing an increasingly steep divide between loyalty haves and have-nots. As programs proliferate, customers have become harder targets – forming strong allegiances with dominant programs while abandoning participation in...Read More

Danielle Leveille, Director for Direct to Consumer Marketing at Stride Rite, talks about how Stride Rite, a leading purveyor of high quality children’s footwear, offers a customer experience that respects and reflects the dynamic lives of...Read More

Webinar Topics: Customer Engagement, Customer Experience, Loyalty/Rewards ProgramsWhen you think of personalized marketing, what comes to mind? Is it printing a customer’s name in a mailer or populating a customer’s loyalty...Read More

The next generation of loyalty programs will go beyond incentivizing purchase and engagement to rewarding consumer lifestyle choices. By 2020 there are expected to be over 26 billion devices connected to the internet. As more and more consumers...Read More

We hear often about the critical role that company culture plays in the success or failure of customer loyalty strategies. Even the most innovative and promising big ideas and new technologies will fall short if employees – from c-level to...Read More

Loyalty has spent much of its recent history going digital – that is, evolving towards more proficient ways of identifying customers and collecting customer data, more scalable ways of personalizing communications, and more targeted ways of...Read More

In this panel discussion, we’ll be exploring how partnering with the right loyalty program for your business can help expand your existing customer base. Acquiring new members can often be prohibitively expensive with low ROI. The companies...Read More

How do you gain market traction and stay top-of-mind with your customers in the fiercely competitive consumer electronics market?  How do you create memorable experiences and unbreakable bonds when you are the manufacturer one step away from...Read More

This episode of the Loyalty Management podcast series is titled "Affordability - Does Your Loyalty Program Stack Up?", written by Naomi Kasolowsky, dunnhumby.  Read More

This episode of the Loyalty Management podcast series is titled "Driving Shopper Engagement Through Digital Technology", written by Sue Yasav, Synchrony Financial. The habits of many retail shoppers are changing. They are...Read More

This episode of the Loyalty Management podcast series is titled "Converting Happy Customers into Active Advocates", written by Sarah Simon, Confirmit.It’s one thing for a customer to promise they would recommend you in a Voice...Read More

This episode of the Loyalty Management podcast series is titled "Loyalty Programs as a Barrier to Exit – More than Just a Monetary Reward", written by Bob Moorhead of Epsilon.Positioning your loyalty program as a brand...Read More

Webinar Topic:  Digital Marketing, Customer Experience, B2BExplore the world of online marketing as Kentico shares insights on Content Marketing, A/B Testing, Marketing Automation and Experience Personalization. Kentico will share six real...Read More

This episode of the Loyalty Management podcast series is titled "Balancing Multi-Generational Retail Strategies – Winning Over Millennials Without Losing Boomers", written by Sue Yasav of Synchrony Financial. It is no...Read More

This episode of the Loyalty Management podcast series is titled "B2B: Five Reasons Why You Need A Relationship Survey", written by Sarah Simon of Confirmit.From time to time I hear whispers of business to business organizations...Read More

This episode of the Loyalty Management podcast series is titled "Reciprocity in Loyalty Programs", written by Naomi Kasolowsky of dunnhumby.Employee engagement is increasingly top of mind for most executives.  The fact that the...Read More

Did you know that referred customers are some of the most loyal customers you'll ever have? Referrals bring loyalty programs to a whole new level of customer engagement and retention, creating the perfect acquisition channel. Don't just...Read More

As customer experience becomes increasingly important as a competitive differentiator, marketing leaders are “on the hook,” according to analyst firm Gartner. As guardians of our brands, this shift makes sense. However, many marketers...Read More

Like most marketers you want to better serve your customers by delivering compelling and relevant experiences that differentiate, build loyalty and drive revenue for your brand.  Listen to this webinar to learn how to render experience...Read More

It’s important for enterprises to create a real dialogue with their customers, where, when and how they’re ready to listen and respond. These communications need to be convenient, accessible and easy to understand. Join us to learn...Read More

This episode of the Loyalty Management podcast series is titled "Integrated Loyalty: Holistically Measuring Customer Health", written by Clay Walton-House, Lenati.The science and art of measuring marketing effectiveness, especially...Read More

A few years ago, surveys were the only source of customer feedback used to support a company’s Voice of the Customer (VoC) efforts.  Fast forward and we’re now at the other end of the spectrum, with a multitude of services and...Read More

The value consumers place on customer service continues to increase as they look for differentiated experiences in the world of increasingly commoditized products and services.  Throughout my career in marketing, I’ve had the...Read More

Over the last decade, Retail, specifically brick and mortar, has been the poster child for digital disruption. As marketers and merchandisers begin to strategize about where they want to be in 2020, they will need to consider many elements of...Read More

According to Nielsen, 92 percent of consumers trust recommendations from friends and family over all forms of advertising. There’s tremendous power in brand advocacy. That’s why USA Track & Field has taken great strides to ...Read More

Loyalty marketers have become too focused on the technical and tactical side of marketing, but the connection between brand and customer is about so much more than serving a consistent experience across mediums and devices. Are you ready for the...Read More

This episode of the Loyalty Management podcast series is titled "Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience", written by Lonnie Mayne of InMoment.  Customer Experience is maturing. I...Read More

Face it – most CX programs start with surveys, so why not avoid the most common mistakes before you ramp up your program?  We’ll give you best practices for question design and deployment techniques, all the way through to...Read More

Surveys are great resources, but they’re only part of a comprehensive CX program. Learn about the options you have to tune into customers in a multi-channel world of surveys, chat sessions, email, social media postings and SMS.Speakers...Read More

Effectively collecting feedback is the first step in a successful customer experience program. Without meaningful feedback, it’s next to impossible to gauge satisfaction rates or identify areas to improve and actions to take. But too often...Read More

The past year saw an increasing number of consumers opt-in to a variety of different loyalty programs. The Loyalty Report 2015 study shows consumers overwhelmingly agree that loyalty programs are worth the effort, and it appears the...Read More

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

As we get on board with loyalty initiatives have we actually taken the time to understand our customers to deliver effective programs? While most organizations have a wealth of customer data, few Marketers are able to use it effectively, seeing it...Read More

This episode of the Loyalty Management podcast series is titled "Surprising and Delighting Customer to Loyalty", written by Naomi Kasolowsky of dunnhumby. Loyalty programs are frequently clustered into “types.”...Read More

The loyalty industry is presently in the midst of a major transformation. The traditional model of earning points to be redeemed within your catalog is rapidly being replaced with programs offering their members greater flexibility in their reward...Read More

The current state of the insurance market is characterized by eroding customer loyalty and ballooning marketing spend. This has led to increased pressure on insurers to innovate and transform their businesses, not only to retain policyholders but...Read More

When Simonetta founded Paybay in 2007 he was thinking to create a new ecosystem where the Digital would have been the core of the relationship among customer, merchant and brand, in order to customize the best Loyalty experience ever. It is the...Read More

London Heathrow is the world’s second-busiest international airport and Europe’s premier gateway to North America. It operates some of the world’s most valuable retail space, with over 150 commercial partners comprising outlets...Read More

The AngieCash loyalty program incents Angie’s List’s members to perform valuable activities, such as writing a review, referring a friend, buying a product or service, renewing or upgrading a membership, etc. Launched in 2013, the...Read More

In this fast-moving session, Cogensia will share 10 ideas in 20 minutes on how to make your loyalty program targeted, personalized, and relevant. Learn how to use data to engage your customers, drive more relevant offers, and ultimately...Read More

No matter your industry, whether it’s consumer products, hospitality, financial services, or publishing, how you transact and reward your consumers should depend on the person and not just the device that they carry. As specialists in...Read More

Reinvented travel loyalty programs are the disruptors of 2015. With the landscape constantly evolving and more competitive than ever, RLHC recognized the loyalty game has forever changed.  Guest recognition is the new loyalty.  Modeled...Read More

Today, the True Value Rewards program is a key driver of success, delivering value to customers that compliments great in-store service and advice.  The program drives quantifiable customer engagement and allows True Value to differentiate...Read More

This session will focus on one of the key the challenges faced by every brand – how to expand a customer’s lifetime value beyond a select set of core products.Specifically, this session will highlight the challenges of Harley-Davidson,...Read More

This session will provide an insight into how mobile, data, receipt processing and social media are creating new opportunities for consumer goods companies to reward both purchase and non-purchase behavior, while at the same time collecting data...Read More

As loyalty program tactics evolve and technology becomes more sophisticated, brands need to take a step back and remember the basics: success (or failure) resides in the ability to not only leverage customer data, but feed the right data into day...Read More

Rewarding the best customers and engaging them through a personalized marketing program can drive increased loyalty and retention, resulting in significant sales growth. While retailers traditionally focus on driving growth through new...Read More

The competition is fierce for customer loyalty in the hotel industry. With no shortage of choices for where to rest their heads away from home, more business and leisure travelers are choosing Best Western. In fact, the company has received...Read More

If you are a retailer looking to loyalty to deliver business outcomes, this workshop is for you. Join us for a no-nonsense panel discussion in which you will learn how Hot Topic and Kirkland’s have each launched recent successful omnichannel...Read More

Loyalty Marketing as a discipline is centered upon the pursuit of improving customer satisfaction and behavioral loyalty, an end goal that requires deep insights into the customer, and an ability to create experiences that influence customer...Read More

We all know that customer engagement is primarily emotional.  If rewards programs are designed as a rational means for creating customer loyalty, does this mean that these customers are actually engaged? What is the...Read More

One of the biggest challenges facing organizations is the need to maximize customer engagement and increase revenue while minimizing the cost of delivering an outstanding customer experience—across all communication channels. Organizations...Read More

Ready to take a deep dive into how your loyalty program is performing?  In this working session, we’ll roll up our sleeves and review the processes for selecting the data types that are going to make your communications relevant and...Read More

How do you know when it’s time for a new value proposition for your  credit card or loyalty program? What is the process to create a customized value proposition that succeeds in fulfilling your strategic goals as well as delighting...Read More

We present a framework through which brands can tie and incorporate customer-centric data at each quantifiable inflection point on the journey map. A scalable ‘data audition’ process allows marketers to sample from all APIs and sources...Read More

This episode of the Loyalty Management podcast series is titled "Integrated Loyalty: The New Paradigms of Ease, Simplicity, Speed", written by Clay Walton-House of Lenati.For loyalty marketers today, approaching loyalty strategy in...Read More

This episode of the Loyalty Management podcast series is titled "Journey Mapping Has a New Customer – The Marketing Department", written by Nancy Porte of Verint.There is no denying that consumers are in charge of the way...Read More

This episode of the Loyalty Management podcast series is titled "Keeping your Message Simple Helps to Drive Loyalty to Your Brand", written by Joe Disharoon of Epsilon.“Don’t let your channel be the driver of the content...Read More

The domination of Amazon has forced retailers to verticalize, whitelabel, and prioritize their own products over those of the CPG brands who, for so long, relied on retailers are their primary sales channel. This squeeze changes everything.In...Read More

Does your loyalty program need a tune-up?  While you can significantly benefit from the convenience of an automated loyalty platform, staying on auto-pilot without regular inspections can be costly. This podcast will outline a...Read More

This episode of the Loyalty Management podcast series is titled "To Cobrand Or Not To Cobrand?", written by Jonathan Gelfand of Partner Advisors.  Cobrand credit card programs can help businesses solve three key...Read More

In the era of the consumer review, an increasing number of digital channels and a 24/7 shopping cycle, customers are more empowered than ever before and driving major change within businesses. Since the cost to acquire a new customer is so high...Read More

Many organizations are recognizing that it is absolutely essential to align employee engagement and customer experience initiatives with organizational strategy and purpose.  Without this alignment, it is virtually...Read More

Brand loyalty is undergoing a major transition. More than ever before, customers are continually reevaluating their brand choices and carefully discerning which are truly worthy of their scarce dollars and even scarcer "attention currency...Read More

It is no longer a point of debate whether it’s important for organizations to deliver highly relevant and personalized customer experiences on every channel. The question facing us today is what exactly is a great customer experience and how...Read More

Journey mapping is an interactive approach to discover what customers truly want – the critical moments of truth – that drive business success and customer loyalty. Using multiple points of views (customers, employees, partners), it...Read More

Words possess the power to lift you up—and break you down. Especially the words of your customers. Regardless of sentiment, they relay an important message about your brand. Companies equipped to properly listen and act on these...Read More

This episode of the Loyalty Management podcast series is titled "Programs Worth Launching", written by Naomi Kasolowsky of dunnhumby. Some of the most common client concerns and questions we help to solve relate to loyalty...Read More

This episode of the Loyalty Management podcast series is titled "Eliminating the “Graffiti” in Your Customer Experience Program", written by Nancy Porte of Verint.There’s no disputing the fact that executive...Read More

This episode of the Loyalty Management podcast series is titled "Way of the Future: An Integrated Approach to Customer Loyalty Strategies", written by Clay Walton-House of Lenati.Developing customer loyalty strategies in the modern...Read More

Lonnie has spent his entire career helping companies focus on the human side of doing business. Whether it’s building a healthy culture for internal teams, or centering decisions around customers and their needs, Lonnie is laser-focused on...Read More

Paul Brown will be the first to tell you that his relationship with JetBlue is unconventional – he even likens it to the movie Her, which tells the tale of a man falling in love with an artificially intelligent computer operating system...Read More

How do you make a loyalty program work when the economics are built on a $3 box of cereal or crackers? And, what are the challenges in running a program with 800 SKUs?  In this session you will hear how Kellogg’s IS building an engaging...Read More

Powerful market dynamics are bringing us to an inflection point in customer engagement and loyalty marketing:Traditional rewards programs are becoming commoditizedCustomers have more choices than everRetailers are more sensitive than ever about...Read More

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Augeo is an independent loyalty and engagement platform company. It facilitates personalized experiences, shares insight from data and analytics, and develops technology systems to drive engagement. The company’s platforms serve businesses...Read More

Baesman Insights & Marketing offers marketing services based on data-driven insights. Its team of former brand-side marketers helps clients design and develop loyalty program strategies and technologies. It also works with clients to implement...Read More

Virtual Incentives offers a prepaid loyalty platform that helps clients provide an array of online rewards to members. The platform, Virtual Incentives Now, enables clients to manage, track, and deliver a customized suite of incentives to...Read More

Epsilon is a global marketing company that seeks to help brands make connections with customers through personalized, consistent, cross-channel experiences. Its loyalty strategy, insights, software, and services are designed to convert casual...Read More

HapYak provides an SaaS platform for creating personalized interactive videos. The platform features tools that users can employ to enhance videos with interactive elements such as links, quizzes, and chapters. These tools enable the creation of...Read More

Kentico provides an integrated system, known as Kentico EMS, for building websites, intranets, online communities, and e-commerce platforms. The system has document management capabilities, online marketing tools, multisite management features...Read More

Xenial offers platforms designed to drive commerce and customer engagement for the restaurant and small retail industries. The platform provides analytics solutions that help clients derive actionable insights and identify loyalty opportunities...Read More

When it comes to crafting modern loyalty solutions in the mobile space, Stellar Loyalty has earned a reputation as one of the top players in the market. The company’s Stellar Consumer Relationship Cloud platform, in particular, provides...Read More

Specializing in the CPG sector, Snipp’s focus lies in creating multichannel engagement opportunities that drive both transactional and non-transactional consumer behavior. Central to the company’s mission is its sophisticated receipt...Read More

Designing and maintaining a full-featured and effective loyalty program is a challenge for even the world’s largest brands, let alone those with a smaller business scope. CrowdTwist offers flexibility in their loyalty programs in order to...Read More

Loyalty programs have exploded in market value in recent years. While this growth marks a prosperous period for the industry, with that comes an increased presence of fraudulent activity. Lassu’s Red Amber platform seeks to stop these...Read More

Customer data is the foundation upon which all of modern marketing should be built, and PossibleNOW’s technology solutions allows users to centralize the collection, management, and access of this data to drive customer loyalty objectives...Read More

The challenges faced today by marketers, both in B2C and B2B markets, are unlike the hurdles seen even a few short years ago. There is an unprecedented demand for data management, streamlined marketing processes, and resource-intensive insight...Read More

While a majority of loyalty suppliers are focused on a B2C-focused distribution of rewards, Perks specializes in the arena of B2B and channel loyalty. This indirect sales partner expertise is centered largely on the organization’s &ldquo...Read More

Social media, once a way to simply stay in touch with friends and family, has evolved over the course of several years into a nearly omnipresent network of dialogue and interaction not only between individuals, but between brand and consumer...Read More

A successful business isn’t built all at once; rather, it’s an iterative process based on objectives, market dynamics, and, perhaps most importantly, feedback data from customers and employees alike. While leveraging this feedback may...Read More

Increasingly, business growth is predicated on retaining customers through differentiated customer experience. This CX excellence, while manifesting as a simple email or interaction from the consumer’s perspective, requires an orchestrated...Read More

Signal understands that the issue in data analysis is not quantity; brands are bombarded with information from numerous channels on a constant basis, often resulting in more data than they can reasonably handle. Rather, the challenge lies in the...Read More

Today’s marketer understands the need to combine the powerful efforts of both strategy and technology to offer a unique and engaging customer experience. “Customer relationships are now the only remaining source of competitive...Read More

Last year, most loyalty marketers predicted that points for perks would continue to engage consumers and drive retail sales. They were right.It’s important to note, though, that many loyalty programs of the last year look different from what...Read More

We recently came across the story of a beacon marketing company in South America with what has to be the most aggressive strategy yet for getting new customers into their clients’ stores.  The client store placed beacons outside the...Read More

Over the past few years, the retail industry has been driven by the notion of big data and the role of technology to enable retailers to amplify and capitalize on the insights that information can bring. It is all part of a drive for the retailer...Read More

The following are excerpts from a live interview recorded in December 2015. What will be the biggest challenge for marketers over the next 3-5 years?The biggest challenges marketers will face in the coming years is definitely the speed of...Read More

Despite the multitude of resources deployed in pursuit of brand loyalty, many customers appear to be disillusioned by loyalty marketing and the intimacy it promises yet seldom delivers.Today’s consumer may enjoy a level of intimacy with...Read More

According to MCommerceDaily, thirty-seven percent (37%) of large retailers are planning to roll out iBeacon technology during the 2015 calendar year.  By the end of 2016 this number is slated to increase to fifty-six percent (56%).  And...Read More

The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature to negative curvature, or vice versa. In political science...Read More

The rise of digital has created unparalleled opportunities for retailer marketers to demonstrate why their discipline is best placed to make sense of businesses’ new relationships with their customers. Yet the threats are just as great, with...Read More

For marketers today, it is the best of times and the worst of times. We have never had so much data at our fingertips. Nor have there ever been as many unique channels to connect to consumers. Leveraging these two assets to better understand our...Read More

This time of year, with holiday parties and shopping consuming your time, the last thing you’re thinking about is March 2016. But knowing an early Easter is approaching, now is the time to make sure you start 2016 with a bang.Easter is on...Read More

As 2015 quickly approaches its finale, this has largely been a year of technological epiphanies for customer-centric brands and industries which have aligned their strategies and capabilities to understand and motivate today’s savvy &lsquo...Read More

Whom some consider the father of advertising, David Ogilvy, once said, “Never stop testing, and your advertising will never stop improving." Beloved children's author Dr. Seuss rhymed, “Today you are YOU. That is TRUER than true...Read More

Driving success in your consumer loyalty program.Are you the stakeholder involved with finding an effective way to develop or improve your consumer loyalty program and gain real business growth as a direct result?  Does it sometimes seem like...Read More

With a plethora of technology available and emerging in the loyalty marketing space, brands and marketers need to be on the forefront of how they best utilize it. Consumers are being asked to share more and more of their personal data, while at...Read More

In this 3-part blog series, I have been sharing what it takes to build an effective culture of innovation.  In my last blog, I talked about why companies need to invest in their people to drive innovation. The focus today is on why...Read More

Customer behavior is changing – is your marketing strategy keeping up? At Aimia, we work with a diverse set of clients to help them answer that exact question. By applying loyalty principles, we are able to not only collect rich customer...Read More

Showrooming has changed and as well, the responses to this behavior have changed accordingly.  A mere three years ago the entire retail industry was in full panic mode because they had just begun to realize that shoppers were pulling out...Read More

Technology is transforming the way we do business and the rate of change is accelerating—it took only a few years for half of the U.S. population to adopt smart phones versus nearly 50 years for landline phones. And we are inundated with...Read More

Aimia recently contributed to a VentureBeat webinar titled“The mobile effect: How to turbocharge your personalization.”The recording can be found here.This article expands on questions that came up after the panel presentation. ...Read More

Giro, a worldwide leader in high-performance protective cycling and snow sport gear, has partnered with Clutch, a pioneering customer marketing platform, to introduce an innovative branded currency solution for their ecommerce channel. We sat down...Read More

Announcing Geo-Fenced Social Media Rewards. Send the right reward or offer at the right moment – when customers are in your location. Location, Location, Location!Chirpify has enabled location check-in rewards for Facebook since early...Read More

A loyalty program without a set of communications to make it work is like having a beautiful tenor serenade an empty forest. Just as the quality of a tenor’s voice can be incredibly moving, a well-planned communications strategy will fuel...Read More

Today's path to purchase is radically different. Consumers shop where they want, how they want and when they want, often with their mobile devices firmly in hand. Consumers — not retailers — are now in charge.Imagine Janet, a...Read More

Debra Sharp of VentureBeat sat down with Jesse Grittner to discuss mobile personalization in preparation for participation in a webinar being held on November 4, 2015, titled The Mobile Effect: How to Turbocharge your Personalization. Clickhere to...Read More

Some reward companies pride themselves on the size of their warehouses and ability to ship merchandise to a variety of destinations worldwide. But why have thousands of items gathering dust in a large warehouse when it’s possible to procure...Read More

There are seven loyalty campaigns that every loyalty program should include in a lifecycle communications strategy. Each campaign is designed to influence a specific type of behavioral response from loyalty program members, based on where they are...Read More

Claire Tsai is Associate Professor of Marketing, Rotman School of Management, University of Toronto. Leonard Lee is Associate Professor of Marketing and Dean's Chair, NUS Business School, National University of Singapore. Together they...Read More

The traditional military definition of a "wingman" is the second pilot who flies behind and off the right wing of the lead aircraft. The wingman protects the lead by watching his/her back. As I reflected on this year’s MRA Corporate...Read More

Last year the London newspaper City A.M. ran an article about sports sponsorships during the FIFA World Cup. The article, like many others published before, during and after most major sporting events, questioned the wisdom of brands that agree to...Read More

While innovation, new technology, and changing consumer demands will fuel the next generation of reward design, some truths remain eternal: Customers are motivated by recognition and rewards; Some customers are more valuable than others and thus...Read More

Over time, customers can lose interest in retail loyalty programs. Likewise, retailers may start to take customers for granted. Here are five tips for re-kindling the value of that healthy relationship.The good news for retailers is that, while...Read More

I love to camp. In fact, if not for work obligations, I would be backcountry camping every week of October (as well as a backpacking trip the first week of November). Camping—especially in the backcountry—is a serious hobby. Not just...Read More

If you missed the webinar on the HealthCheck process from Aimia, clickhere to listen to the podcast.In order to best optimize your loyalty program so that your customers are receiving the most joy and engagement and the company is benefiting, it...Read More

I recently had the pleasure of hearing author and entrepreneur Seth Godin speak about how to do “work that matters.” Seth’s a fantastic speaker, and he touched on topics such as the spread of ideas, marketing, and the digital...Read More

Loyalty programs are a significant marketing investment.  They needs your attention, just like your car would need its maintenance, your body its check-ups, and your furnace, a tune-up.Paying attention to the most important functions of your...Read More

Ever think about what happens in a digital minute? The numbers are mind-boggling—51,000 Apple store downloads, more than 4 million Facebook likes, and about 4,300 unique visitors to Amazon, just to name a few (source).It makes sense then...Read More

Do you remember the first time you received a “personalized” offer in the mail? For me it was in the early ‘80’s and the thrill was brief. It didn’t take long to realize it was simply a computer-generated mass mailing...Read More

Back on July 23rd, NewsHour’s economic correspondent Paul Solomon spoke to long-term trend spotter DeeDee Gordon about what’s getting traction now.  DeeDee talks about 6 long-term trends:Gender Un-tethered.Conspicuous Isolation...Read More

As specialists in the recognition and rewards industry, we're convinced of the power of employee engagement and meaningful recognition to transform organizations and spur growth. When our company and employee base began to grow back...Read More

If you read any technology news publication, you will probably find mention of how the “3rd platform” is revolutionizing the business landscape. If the 3rd platform is changing the face of global business, then its impact is even...Read More

This post is contributed by Lauren Gentile, Vice President, Creative at Epsilon.  According to the Epsilon Response Network, when you leverage information about a consumer’s preferred time of open, you can drive click rates by 11%. ...Read More

Do you know how many marketing messages you are exposed to every day?  Go ahead—look away from the screen and take a guess.In doing research for this post, I came across estimates ranging from 3,000 to 20,000. That’s probably way...Read More

Around this time last year I was working on something now known as the Experience Analytics Showcase: a website focused around telling the customer experience story through data visualization.  A year later we are redesigning the showcase in...Read More

Eoin Comerford, President and CEO of Moosejaw, talks about how the outdoor recreational, apparel, and gear company strives to make customer engagement just as much fun as trail hiking and mountain climbing. Read More

Millennial marketing is a hot topic right now. I’m considered a millennial, but what does that mean exactly? The term ‘millennials’ refers to the generation born between the early 1980s and early 2000s – exact years vary...Read More

For more information contact us at customer-loyalty.us@aimia.com or visit www.aimia.comRead More

Data-driven marketing is like a three-legged stool. It symbolizes three marketing levers working together: offer, creative and audience.In fact, omnichannel marketing is thriving because of marketers’ skill and discipline in producing...Read More

Robert Mariano, Director of Digital Strategy & Customer Engagement at Raley's Family of Fine Stores, talks about how the family-owned supermarket chain takes a genuine consumer-centric approach to offer a superb customer experience. Read More

Loyalty360 sat down with Aimia's Manu Sarna and Jesse Grittner, who gave a preview of their upcoming webinar titled "Give Your Loyalty Program an Annual Physical with a Loyalty HealthCheck." For more details on this free webinar or...Read More

Marketers today are driven to deploy low-cost mobile technologies, harness big data, and achieve parity with competitors. Unfortunately, these forces have combined to create a proliferation of weak, uninteresting and unengaging loyalty programs...Read More

One of my mentors in the marketing world once stated his amazement around how marketing professionals too frequently base their marketing strategies on assumptions that have little correlation to actual marketing results. Having worked in the...Read More

Parlez-vous emoji? Step aside, French – there’s a new language of the future. Well, maybe.Since Apple’s release of the emoji keyboard in 2011, the use of emojis has grown exponentially. This past March, nearly half of Instagram...Read More

Everyone is talking about content strategy and content marketing, and there is a reason why this is happening. Marketers are faced with the growing challenge of reaching over-marketed customers; and customers expect companies to provide them with...Read More

Consumer research findings and insights outlining consumer attitudes towards digital communications and technology innovations, including sector specific insights for the grocery, airline and banking categories. With the adoption of smartphones...Read More

Gryffindor, Hufflepuff, Ravenclaw, or Slytherin? Brave, loyal, wise, or ambitious. . .which one are you?For those of you unfamiliar with the Harry Potter series, these are the 4 houses that make up Hogwarts School of Witchcraft and Wizardry. When...Read More

Artemio Garza, Chief Marketing Officer of Meineke, will present an upcoming session titled, “Delivering High Performance, Personalized Brand Experiences to Customers” at Loyalty360's Engagement & Experience Expo. November 9th...Read More

Access to information has put B2B buyers in control of their path to purchase. In fact, many buyers are two-thirds to 90% of the way through their journey before they even contact a salesperson.How can B2B marketers help their sales team overcome...Read More

Back-to-school season is upon us. Parents are sighing with relief as the weekly routine will soon be back in full swing. And retailers are preparing to benefit from back-to-school spending as consumers check off items their back-to-school lists...Read More

This post is contributed by Mara Crisafulli, senior director, digital solutions at Epsilon where she drives the execution of business objectives for clients.   In college, I never fully understood why psychology was a minor...Read More

Al Perkinson, VP of Marketing for Costa Sunglasses, will present an upcoming session titled, “The Lens of CX - An Optical Perspective on Building Communities and Customer Experience from the Ground Floor” at Loyalty360's Engagement...Read More

CVS/P&G 'guy aisle' great example of 'test and learn' method's successIn partnership with P&G, CVS saw success with a "guy aisle" in its stores.Retailers typically follow two approaches when finding ways to drive...Read More

While consumer adoption of technology is at record levels, it’s worthwhile to ask the hard questions about our reliance on it. Are we using technology for the benefit of our customers, or merely to lower our operating expenses? Does our...Read More

Clarence Chia, Vice President of Marketing for FIJI Water, talks about how the brand drives customer engagement by offering products and services that match the lifestyles of its customers.Read More

Fee-based loyalty programs: Should yours be one of them?Loyalty should be a two-way street. It’s the same with loyalty programs -- the best ones make both marketers and customers feel like winners.It makes sense, right? A sporting goods...Read More

When you think of personalized marketing, what comes to mind? Is it printing a customer’s name in a mailer? Populating a customer’s loyalty balance in an email statement? While these are examples of personalization, they barely scratch...Read More

This article originally appeared in The Wise Marketer, a U.K. based publication serving 15,000 marketers worldwide.Imagine it's a Wednesday evening. You had planned to go home and wax your car, but you need an electric polisher....Read More

Robert McClarin, Loyalty CRM Marketing Technologist for 7-Eleven, talks about how the iconic brand builds customer loyalty through a mix of great products, unique promotions, and responsive customer engagement. Read More

Those of us who are retailers - or who work with retailers - know the holiday season is always top of mind, something for which planning starts earlier every year.  Planning covers everything - from store renovations to merchandising, to...Read More

Tom Barton, Klein Tools Product Marketing Manager, talks about how the brand has managed an extremely loyal group of professional customers for generations, and how it plans to continue engaging customers for generations to come.Read More

This episode of the Loyalty Management podcast series is titled "Loyalty Programs as a Barrier to Exit – More than Just a Monetary Reward", written by Nancy Porte of Verint.Two years ago, I was part of an effort to create, develop and...Read More

Jim Cavale, President of Iron Tribe Fitness, talks about how an immersive culture and exceptional customer experience has helped the brand become one of the fastest growing companies in America. Read More

The average person checks their phone around 150 times per day, according to a study by Kleiner Perkins Caufield and Byers. This near-constant connectivity without a doubt impacts all of their habits and processes for decision-making -- including...Read More

The winds of change are blowing with regards to the use of personal data. Headlines seem to highlight privacy concerns on a daily basis. Epsilon takes great strides to set high standards for ourselves, and, as leaders in the marketing industry, we...Read More

Optimizing conversions is an important topic for any marketer, especially given the many components that can make up a strategy. It was no surprise this was a heavily discussed topic at this year’s Email Insider’s Summit in...Read More

Winning new customers is increasingly tough. Advertising, long the staple of that initiative for larger companies, has become an exercise in crawling through glass with the rise of media fragmentation, proliferation of subscription media, paywalls...Read More

Whether you’ve just been hired or have been running your organization’s loyalty rewards program for years, do you feel certain it’s running at peak performance?  Are you providing rewards that your members care about and...Read More

In this edition of the Loyalty360 Thought Leadership Series, Kristi Gole, Director of Loyalty Marketing for Global Hotel Alliance, talks about how the brand’s award winning loyalty program DISCOVERY engages over 5 million members across...Read More

How should retailers best take advantage of the mobile shift? Almost 28 million Canadians own cellphones, out of which nearly 14 million own smartphones. Consumers spend a lot of time on their smartphones, leading to a continual increase in online...Read More

Since the nineties, the channel ecosystem has been characterized by traditional relationships such as partnerships with long-standing vendors, suppliers, and customers. With these partnerships comes well-established operating protocols that foster...Read More

In the book “Team of Teams”, General Stanley McChrystal describes how the Joint Special Operations Task Force (JSOTF), of which he took command in 2004, was transformed to respond to the unorthodox battle tactics deployed by Al Qaeda...Read More

What comes to mind when you think of true loyalty–perhaps a mental collage of best friends, family, your wedding day, a wagging tail, maybe a favorite coffee shop or boutique? Just as loyalty among individuals and things creates stronger...Read More

In this edition of the Loyalty360 Thought Leadership Series, Glen MacDonell, Managing Director of Marketing Programs for Best Western, talks about how the brand’s proactive and focused approach to customer engagement has built a very...Read More

Sourcing meaningful rewards from dependable suppliers is a common pain point for many companies running points-based reward and loyalty program.At Global Reward Solutions (GRS®), we recognized how challenging that can be. That’s why we...Read More

A customer loyalty program is – and should be – one that touches every facet of your organization to drive customer engagement at all points of customer interaction. This is no small investment! But how do you know if your loyalty...Read More

In this edition of the Loyalty360 Thought Leadership Series, James Brady, Director of Global Strategy and Development for Customer Experience for General Motors, talks with Loyalty360 about how the innovative automaker connects and engages...Read More

What’s a common pain point for companies running points-based loyalty and reward programs? Sourcing meaningful and dependable rewards for their members.Sourcing suppliers in one country is a full-time job. Doing this across 10, 20 or even...Read More

Idomoo Dynamic Storybuilding Suite revolutionizes the way brands interact with each and every one of their clients. It empowers each customer-facing team to create a unique CX and deliver a standout customer communication.With the Dynamic Story...Read More

In a three-minute video, see why AARP’s Rewards for Good loyalty program won a Gold Award at the Loyalty360 Awards.Nataki Edwards, Vice-President of Digital Strategy & Operations of AARP is meeting her metrics by creatively using a...Read More

Providing an award winning customer experience (CX) to consumers goes beyond just being “nice.” Properly training your customer facing associates is certainly important, but as my colleague Bob Moorhead recently stated, “top...Read More

In this edition of the Loyalty360 Thought Leadership Series, Richard Garlick, Global Travel and Hospitality Practice Lead of J.D. Power & Associates, discusses how the new findings of the 2015 J.D. Power North American Airline...Read More

There has been much fanfare around new technology purpose-built on a simple, but economically powerful proposition— code that can slip by even the most sophisticated ad blocking technology.Sounds innovative. But is it really necessary?At...Read More

Analytics can benefit companies of all shapes and sizes. Demand for analytics is at an all-time high with results from The CMO Survey showing that organizations will increase spending on analytics an impressive 83 percent over the next three years...Read More

Maria Brous, Director of Media & Community Relations at Publix Super Markets, talks to Loyalty360 about how a legacy of customer and employee engagement has kept the brand committed to the customer experience for generations. Read More

Creating desired and memorable experiences is what drives loyalty. There’s a transformation underway with the shift from transactional to relational loyalty programs that marketers need to think about. As this shift happens, what role does...Read More

Many brands follow the same old tried and true approaches to marketing and building brand loyalty - sending weekly email deals, offering loyalty and rewards cards and providing coupons for future purchases.  However, all of these efforts can...Read More

Media and entertainment companies already have millions of viewers. The challenge is that these viewers are largely unknown, except for their age and gender, and perhaps their viewing or online behavior. You’re working hard to develop a...Read More

Change is not only imminent but constant; and staying on top of trends is more important than ever. As change is influencing customer engagement strategies, the question that springs to mind is this: are digital advancements leading to customer...Read More

Ryan Rose strategically advises an array of leading footwear providers on the technology and strategy behind delivering personalized customer experience to ultimately generate loyalty. From Asics and New Balance to Frye Boots and Aerosoles, Ryan...Read More

Walk down a busy street in a major city in almost country in the world. What’s the one thing you’ll always see? People on their mobile phones.Mobile phones are one of the fastest-growing consumer trends. By 2017, it’s predicted...Read More

According to a recent AdWeek article/infographic entitled “What Data-Driven Marketing Looks Like in 2015,” 77 percent of Marketers are confident in strategic data-driven marketing and 74 percent are expecting to increase...Read More

It’s no secret. Catalogs are evolving and one could argue the catalog plays a more meaningful role in the customer experience today than it has since the advent of online shopping. With this evolution comes a new role for the catalog as part...Read More

Millennials in the workplace have been the subject of intense discussion of late … and with just cause. As of 2015, Millennials now comprise the largest percentage of workers in the workplace (36% in the U.S.). They’ve surpassed the...Read More

Constellation Research recently released a report on The State of Marketing in 2015. In the report Dr. Natalie Petouhoff discusses why customer experiences is currently a top priority for marketing executives. As she states:“2015 is the...Read More

Loyalty360 sat down with Kristi Knight, CMO, InMoment, who gave a sneak peek into her upcoming webinar to be held June 23rd, 2015 at 1PM ET. During this webinar, Kristi Knight will share insights and explain:Why customer experience is...Read More

Recently, I had the opportunity to present with my colleague Diana Lewis at Loyalty Expo in our workshop Data Selection, Monetizing and Measuring Performance. Planned workshop sessions are great. The topics of discussion are pre-selected...Read More

Companies have invested in many different platforms, technologies, and customer-facing initiatives to move towards an integrated, personalized marketing approach. This has created large integration challenges, redundancies, and hype by suppliers...Read More

Do you have one burning question about marketing that has plagued you? The question that keeps you up at night? The question you know your boss will ask one day, but you don’t know the answer?In our quest to help you...Read More

Let’s get down to cases. Business cases, that is.One of the greatest frustrations a marketer can face is preparing for a loyalty initiative only to find a roadblock at the approval stage.Because a loyalty program is a serious investment, senior...Read More

Rewarding behavior and interactions in a targeted and cost effective way, can be a powerful part of the loyalty toolkit. Here’s how you do it.It’s important to identify the desired behaviors – and the value of those behaviors – before designing a...Read More

You’re convinced your loyalty program stinks. Your biggest competitor's program has a far greater value proposition (not to mention, they just launched a beautiful mobile app while your churn rate jumped 5% last quarter).You feel like...Read More

SessionM powers over 1,500 loyalty programs.  They took to the streets to ask real college students across Boston what their favorite apps are, why and how loyalty translates across content, brands and relationships in today's every...Read More

In today’s hectic world, where speed and convenience are constantly sought after, online shopping is threatening the traditional brick-and-mortar retail experience, as well as customer loyalty, with consumers having access to an abundance of...Read More

With the responsibility of overseeing the existing base of accounts at Clutch, Matt Segal, VP of Account Management, is challenged with understanding a vast array of verticals that make up the 750+ current clients. Wireless providers have proven...Read More

We’re Doing Responsive Web Wrong, but We Can Fix ItFor nearly a decade web designers have concentrated on transitioning websites to more responsive designs, but many have failed to take into account the rapid increase in screen size. From...Read More

US consumers say they want a more personalized retail experience, yet remain reluctant to disclose personal information for fear of how retailers will use it. In turn, Accenture recently conducted a survey to explore the issues...Read More

It is no secret that sending personalized, relevant emails can increase subscriber engagement. Triggered emails have proven their effectiveness time and again.  According to the Q4 2014 Email Trends and Benchmarks Report, triggered emails...Read More

CPG Brands are feeling the squeeze between the rise of digital marketing channels on one side, and the dominance of retail channels on the other. To succeed, brands must shift their focus from traditional awareness and trial, to retention and...Read More

Why has the retail industry been slow to seriously adopt multi-channel promotion?  The industry has been talking about multi-channel promotion for years but despite the fact that mobile communication is on the rise and other digital media...Read More

It is no secret that consumer behavior has changed dramatically over the last 15 years. Customers now typically send emails or texts instead of letters, expect immediate communication, use electronic payments such as PayPal more than checks, want...Read More

What’s the greatest source of frustration for companies managing complex recognition, incentive, or loyalty programs? Global fulfillment. It's an ongoing challenge to find a reliable provider that can offer a wide selection of...Read More

Click to register for this upcoming webinar presented by ResponseTek!Loyalty360 sat down with Peter Oxley, VP of Global Marketing for ResponseTek, who gave a sneak peek into his upcoming webinar to be held April 9th, 2015 at 1PM ET.  For...Read More

Sadly, we are now many years into retail loyalty marketing programs and as a consumer, I still don’t see much that’s new, engaging or innovative. However, as a retail loyalty marketing professional I can imagine the board room conversations that...Read More

Huuuge is a next generation social casino network  built upon a promise to provide the most thrilling entertainment experience for casual gamers who love playing free-to-play casino games. How does Huuuge think about keeping these gamers...Read More

As marketers, we strive to continuously provide a positive experience for our customers.  Email is a channel, in which every company is engaged in today. But email offers so much more – it creates an experience for consumers and it...Read More

A recent article from Harvard Business Review entitled “Marketing Is Dead, and Loyalty Killed It” states:“For most people, the word “marketing” summons up a single-minded focus on selling...Read More

Loyalty360 Thought Leadership Video Series: Bruce Rogers, Chief Insights Officer, Forbes & Loyalty360 CEO and CMO, Mark JohnsonLoyalty360's Mark Johnson talks with Bruce Rogers, Chief Insights Officer from Forbes, to discuss...Read More

In this edition of Loyalty360's Thought Leadership in Loyalty podcast series, Loyalty360's Mark Johnson talks with Bruce Rogers, Chief Insights Officer from Forbes, to discuss the rapidly changing nature of customer loyalty,...Read More

This episode of the Loyalty Management podcast series is titled "Sit Down...And Listen", written by Lonnie Maybe of InMoment.“Everybody is a teacher if you listen.”Every once in a while you come across an unexpected bit of...Read More

Loyalty360 CEO and CMO Mark Johnson sat down with rDialogue CEO Phil Rubin to discuss the state of loyalty marketing today, how brands can truly understand their customers and which brands are setting the highest standards when it comes...Read More

Loyalty360 CEO and CMO Mark Johnson sat down with rDialogue CEO Phil Rubin, to discuss the state of loyalty and customer experience across top industries in today's marketplace. Listen to the podcast of Phil Rubin's ...Read More

Brand engagement doesn't happen from a single stimulus or simple engagement tactic. In order to create intimate brand satisfaction, every element a customer experiences needs to generate a positive, lasting experience. But...Read More

Most every organization understands how important it is to be customer centric. But actually embedding the customer experience into the fabric of an organization, ensuring that is a priority and driving force, is another story.Learn how to set the...Read More

By nature, Scottrade, Inc., a leading investing services firm clearly focused on numbers, had ample data and information on its clients from a UX and marketing research standpoint. As the company worked to enhance its strategic vision for client...Read More

Since travel business loyalty programs launched in 1980 and hotel programs soon after in 1982, the engagement and loyalty game has changed.  Red Lion Hotels Corporation (RLHC) has decided to put the customer experience first by moving away...Read More

Customer Experience is more than just a buzz word - it's a critical leg of the journey to customer loyalty. Brands are grappling to understand the new technologies and proper frameworks that should be utilized to enhance the customer...Read More

Paul Conder, Principal and Customer Experience lead at Lenati LLC - will discuss how to create a holistic customer experience in all aspects of your business; connecting creative, customer insights, analytics, measurement and testing with sales...Read More

For years, the customer insights team was hidden in the back corner of the office amongst the cubicles and mainly used to provide some customer trivia for a presentation or internal website.  Over the last three years this small, but...Read More

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

Imagine having the opportunity to have a one on one chat with a true pioneer, visionary and legend in Voice of the Customer insight. Mark Johnson, CEO, Loyalty360 will do just that when he sits down with Dave Power, founder of the highly respected...Read More

Procter & Gamble’s Olay brand, its premiere beauty brand, was looking to launch a new product – Regenerist Eye & Lash Duo – and wanted to drive brand engagement through social and mobile channels. What better way to turn...Read More

When the Building Technologies Division of Siemens Industry, Inc., launched its Voice of the Customer (VOC) initiative Engineering Innovative Experiences in 2007, the primary focus was to increase customer loyalty and engagement. Since that time...Read More

You can’t create a lasting relationship with someone you have to be reintroduced to every time you meet. However, that’s the problem we were experiencing at Luxottica across our brands and retailers. We believe that data and customer...Read More

Our brand is 6 years old and with a small budget, social media was our Superman, Hulk and Mickey Mouse all rolled into one.  We learned alot over the years:It's not about money, it's about timeIt's not about us, it's about...Read More

Social Media holds enormous potential for driving loyalty and retention, yet many companies do not have a clear social strategy or understanding of how best to integrate social media into their retention and loyalty plans.  We all want to...Read More

Most brands look to understand how loyal their customers are right now. Few think to understand how likely their customers are to enter into and develop a real relationship with their brand, or how to put a strategic plan in place to move from...Read More

Want to do more for your brand than just give away free stuff? Learn how to evolve a rewards program in to an “engagement” program that develops brand advocates. The Prevacid(R)24HR Perks Program has evolved through the years, starting...Read More

As brands seek to expand their single view of customer data solutions to cover all interaction nodes on the customer journey map, strategies are needed to ensure engagement data are being captured in an optimal manner, allowing marketers to craft...Read More