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[Podcast] What We're Hearing - Overwaitea

  • May 25 2018
  • Resource: In-Depth Exclusives

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

[Podcast] What We're Hearing - Sprint

  • May 10 2018
  • Resource: In-Depth Exclusives

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

[Podcast] What We're Hearing - Albertsons

  • April 20 2018
  • Resource: In-Depth Exclusives

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

[Podcast] What We're Hearing - Captain D's

  • April 13 2018
  • Resource: In-Depth Exclusives

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

[Podcast] What We're Hearing - Wyndham Hotels & Resorts

  • March 23 2018
  • Resource: In-Depth Exclusives

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

[Podcast] What We're Hearing - Bank of England

  • March 21 2018
  • Resource: In-Depth Exclusives

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

[Podcast] What We're Hearing - Sleep Number

  • February 07 2018
  • Resource: In-Depth Exclusives

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

[Podcast] What We're Hearing - Baker Hughes GE

  • January 17 2018
  • Resource: In-Depth Exclusives

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

CMO Challenge: The Challenge of Data, Analytics, and Creating Insight, Part 2

  • May 12 2017
  • Resource: Research and Reports

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 Kicks Off in Orlando

  • May 01 2017
  • Resource: DailyNews

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

Loyalty Expo 2017 Comes to Orlando!

  • March 20 2017
  • Resource: DailyNews

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

Rewarding Loyal Fans Keeps New York Jets Fans Coming Back to the Stadium

  • March 05 2017
  • Resource: In-Depth Exclusives

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

Wayfair Seeks Improved Brand Loyalty Through Online CX

  • December 29 2016
  • Resource: In-Depth Exclusives

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

The USPS Delivers Brand Loyalty in a Variety of Ways

  • December 26 2016
  • Resource: In-Depth Exclusives

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

CMO Challenge: Listening to Your Customers

  • December 16 2016
  • Resource: Research and Reports

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

Engagement & Experience Expo 2016 Kicks Off in Denver!

  • December 05 2016
  • Resource: DailyNews

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

Re-engineering the Customer Experience and Value Proposition of Sam’s Club 5-3-1 Cash Back Rewards

  • November 01 2016
  • Resource: Research and Reports

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

Loyalty360 CX Award Finalists Announced

  • October 20 2016
  • Resource: DailyNews

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

The Benefits of Customer Loyalty to Cargill

  • October 06 2016
  • Resource: In-Depth Exclusives

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

Customer Interactions Continue to be High Priority at Wolters Kluwer’s CT Lien Solutions

  • October 05 2016
  • Resource: In-Depth Exclusives

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

Brand Loyalty Starts with Fan Involvement for ATP World Tour

  • October 02 2016
  • Resource: In-Depth Exclusives

“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

Guest Recognition as the New Standard of Customer Loyalty

  • October 01 2016
  • Resource: Research and Reports

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

Better Customer Experience Produces Better Outcomes for UnitedHealthcare

  • September 30 2016
  • Resource: In-Depth Exclusives

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 Creates Brand Loyalty with a Unique Approach

  • September 29 2016
  • Resource: In-Depth Exclusives

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

Customer Relationship Management Sets the Cincinnati Northern Kentucky International Airport Apart from Regional Competitors

  • September 28 2016
  • Resource: In-Depth Exclusives

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

Customer Relationship Management Creates Beautiful Results for Ulta

  • September 26 2016
  • Resource: In-Depth Exclusives

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

How Wheaton and Bekins Drive Successful B2B and B2C Customer Engagement

  • September 22 2016
  • Resource: In-Depth Exclusives

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

Customer Relationship Management an Emotional Experience for JetBlue

  • September 21 2016
  • Resource: In-Depth Exclusives

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

Focus on Customer Experience Keeps Loyal Fans Happy

  • September 16 2016
  • Resource: In-Depth Exclusives

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

Customer Relationship Management Provides Perks for U.S. Bank Cardholders

  • September 15 2016
  • Resource: In-Depth Exclusives

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

Rewarding and Retaining the Best Customers Revitalizes Loyalty and Growth

  • September 14 2016
  • Resource: Research and Reports

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

Customer Relationship Management Strengthening Loyalty for Iron Tribe

  • September 13 2016
  • Resource: In-Depth Exclusives

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

Customer Loyalty and the Future of Ridesharing

  • September 12 2016
  • Resource: In-Depth Exclusives

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

Customer Experience Has Several Moving Parts at Electrolux

  • September 08 2016
  • Resource: In-Depth Exclusives

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

ciValue Moves Toward Data-Driven Customer Experience Sophistication

  • September 08 2016
  • Resource: DailyNews

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

A Simple Approach Makes for a Healthy Customer Experience for Humana

  • September 04 2016
  • Resource: In-Depth Exclusives

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

Paying it Forward Leads to Customer Loyalty for Crayola

  • September 02 2016
  • Resource: In-Depth Exclusives

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

The Millennial Modernization of Goodwill’s Customer Experience Renaissance

  • September 01 2016
  • Resource: Research and Reports

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

Customer Relationship Management and the Seamless Border at Pitney Bowes

  • August 31 2016
  • Resource: In-Depth Exclusives

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

Getting to Know You: Brand Loyalty and Community Interaction Go Together for Pizza Ranch

  • August 29 2016
  • Resource: In-Depth Exclusives

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

Customer Centricity Top Priority for AccorHotels Loyalty Program

  • August 26 2016
  • Resource: In-Depth Exclusives

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

Customer Experience Runs Deep in the Culture at Chobani

  • August 24 2016
  • Resource: In-Depth Exclusives

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

Brand Loyalty is a Team Effort for the Tampa Bay Lightning

  • August 18 2016
  • Resource: In-Depth Exclusives

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

Marketing Analytics and Word of Mouth: One Experts Take on the Differences Between the Two

  • August 14 2016
  • Resource: In-Depth Exclusives

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

Customer Loyalty a Top Priority for Nation’s Passenger Rail Service

  • August 11 2016
  • Resource: In-Depth Exclusives

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

Employee Engagement Leads to Innovation and Better Customer Experience for Electrolux

  • August 08 2016
  • Resource: In-Depth Exclusives

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

Pepperdine Professor Emphasizes Need for Effective Analytics

  • August 06 2016
  • Resource: In-Depth Exclusives

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

Customer Relationship Management Benefits theChive, Its Users and Charities

  • August 04 2016
  • Resource: In-Depth Exclusives

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

Technology Meets Humanity for JetBlue and JetBlue Technology Ventures to Improve Customer Experience

  • August 04 2016
  • Resource: DailyNews

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's Mutually Beneficial Customer Experience Optimization

  • August 02 2016
  • Resource: In-Depth Exclusives

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 State of Customer Experience and Customer Loyalty: A Technology Perspective

  • July 29 2016
  • Resource: Research and Reports

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

How Community-centricity Builds Brand Identity and Social Currency for Costa

  • July 27 2016
  • Resource: Research and Reports

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

CMO Challenge: The Challenge of Data, Analytics and Creating Insight

  • July 25 2016
  • Resource: Research and Reports

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

A Holistic Approach to Customer Experience Can Help Efficiency says [24]7 CMO

  • July 24 2016
  • Resource: In-Depth Exclusives

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

Customer Loyalty Needs Consistent Attention

  • July 23 2016
  • Resource: In-Depth Exclusives

“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

Marketing Analytics and Engaged Consumers Make Wingstop’s New Ordering Platform Fly

  • July 22 2016
  • Resource: In-Depth Exclusives

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

Customer Relationship Management Scores Big for Chicago Bears

  • July 21 2016
  • Resource: In-Depth Exclusives

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

Marketing Analytics not the only Key Measurement for Food Manufacturers like Chobani

  • July 19 2016
  • Resource: In-Depth Exclusives

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 Seek to Delight Fans Both In and Out of the Stadium

  • July 14 2016
  • Resource: In-Depth Exclusives

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

It’s Important to go Beyond the Data and Focus on Customer Experience Says Noted Author and Expert Jonah Berger

  • July 13 2016
  • Resource: In-Depth Exclusives

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

Pitney Bowes Helps Clients with Customer Experience Behind the Scenes

  • July 12 2016
  • Resource: In-Depth Exclusives

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

Columbus Dispatch Brings Innovative Digital Customer Engagement to the Newspaper Industry

  • July 10 2016
  • Resource: In-Depth Exclusives

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

CPK Relies on Customer Relationship Management to Keep its Loyalty Program on the Rise

  • July 09 2016
  • Resource: In-Depth Exclusives

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

Personalized and Sophisticated Customer Experiences Are within Your Retailer’s Reach

  • July 07 2016
  • Resource: DailyNews

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

How the Revitalization of Direct Mail Cuts through the Digital Noise

  • July 01 2016
  • Resource: Research and Reports

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

How Vanguard Built an Emotionally-based Customer Experience for Clients it Doesn’t Ever See Face to Face

  • July 01 2016
  • Resource: In-Depth Exclusives

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 Can Trigger Better Customer Experience, Customer Engagement

  • July 01 2016
  • Resource: DailyNews

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

Brands Must Exceed Expectations to Gain Customer Loyalty

  • July 01 2016
  • Resource: DailyNews

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

AT&T Balances Traditional Legacy and New Disruptive Capabilities to Drive an Innovative Customer Experience

  • June 30 2016
  • Resource: In-Depth Exclusives

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

Providing a Superior Digital Customer Experience

  • June 30 2016
  • Resource: DailyNews

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

Customer Loyalty Built on Strong Customer Service Not Marketing, Author Says

  • June 26 2016
  • Resource: In-Depth Exclusives

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

Activision Activates Brand Loyalty by Listening to the Voice of the Gamer

  • June 22 2016
  • Resource: In-Depth Exclusives

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

[Podcast] Loyalty Management Series: Stop Reacting and Start Designing: Predictive Analytics Comes to CX

  • June 22 2016
  • Resource: Multimedia

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

Solid Knowledge of Marketing Analytics Crucial for Business Success Today

  • June 16 2016
  • Resource: In-Depth Exclusives

“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

New Perspectives on Customer Journeys, Expectations and Experiences

  • June 14 2016
  • Resource: In-Depth Exclusives

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

Decisioning Helps British Gas Build Better Customer Engagement

  • June 13 2016
  • Resource: In-Depth Exclusives

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

Navigating Change and Disruption During the 4th Industrial Revolution

  • June 10 2016
  • Resource: In-Depth Exclusives

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

[Podcast] Loyalty Management: Preparing your People, Process and Technology for Next Generation Loyalty

  • June 09 2016
  • Resource: Multimedia

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

Year Up Puts Young People on a Path Out of Poverty and into Professional Careers

  • June 09 2016
  • Resource: In-Depth Exclusives

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 Creates Superior Customer Experience at Cisco Systems

  • June 09 2016
  • Resource: DailyNews

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

Customer Experience and Operational Efficiency Are No Longer Mutually Exclusive

  • June 08 2016
  • Resource: DailyNews

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

The “Why” and “How” Behind the Digital Transformation of Customer Experience

  • June 08 2016
  • Resource: In-Depth Exclusives

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

Wheaton World Wide Moving Drives Customer Loyalty, Customer Experience

  • June 07 2016
  • Resource: In-Depth Exclusives

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

Cutting Edge Customer Experience Keeps Clients Investing in Fidelity

  • June 05 2016
  • Resource: In-Depth Exclusives

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

RedPoint Global Uses a New CRM Approach to Become a Big Player in Big Data

  • June 04 2016
  • Resource: In-Depth Exclusives

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

Rite Aid Using Personalization to Provide Unique Customer Experiences

  • June 03 2016
  • Resource: In-Depth Exclusives

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

New York Jets Pursue True Customer Loyalty

  • May 25 2016
  • Resource: In-Depth Exclusives

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

Loyalty Expo 2016 Kicks Off Tuesday

  • May 23 2016
  • Resource: DailyNews

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

Panasonic Makes Use of Unique B2B Loyalty Program

  • May 22 2016
  • Resource: In-Depth Exclusives

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

Changes to Loyalty Program Look Promising for Future of Customer Experience at Chili’s

  • May 19 2016
  • Resource: In-Depth Exclusives

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 Accelerates Ahead of the Customer Experience Curve

  • May 16 2016
  • Resource: In-Depth Exclusives

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

Simplicity the Key to Dell’s Loyalty Program

  • May 13 2016
  • Resource: In-Depth Exclusives

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

Brand Loyalty is Top of Mind for the Atlanta Hawks

  • May 05 2016
  • Resource: In-Depth Exclusives

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

Portland Trail Blazers Build Deeper Customer Engagement and Expand Fan Relationships

  • May 02 2016
  • Resource: In-Depth Exclusives

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

Fidelity Invests in the Culture of Customer Loyalty

  • April 29 2016
  • Resource: In-Depth Exclusives

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

Auntie Anne’s “Threefold Philosophy” Creates Enduring Customer Engagement

  • April 27 2016
  • Resource: In-Depth Exclusives

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

Innovative Customer Engagement Keeps Columbus Dispatch Loyalty Strong

  • April 25 2016
  • Resource: In-Depth Exclusives

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

RedPoint Global Tackles Omni-channel Communication with Advanced CRM Programs

  • April 24 2016
  • Resource: In-Depth Exclusives

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

A Community-Centric and Technologically Savvy Customer Experience Defines Lincoln Savings Bank

  • April 24 2016
  • Resource: In-Depth Exclusives

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 Keeps Technology Top of Mind to Drive Brand Loyalty

  • April 20 2016
  • Resource: In-Depth Exclusives

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

A Frictionless Customer Experience Keeps Finish Line Fans Active and Engaged

  • April 18 2016
  • Resource: In-Depth Exclusives

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

OneMain Financial Customer Experience: A Place Everyone Knows Your Name

  • April 17 2016
  • Resource: In-Depth Exclusives

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

Customer Engagement that Inspires, Connects and Resonates

  • April 16 2016
  • Resource: In-Depth Exclusives

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 Builds Authentic Emotional Customer Engagement Through the Magic of Digital Storytelling

  • April 15 2016
  • Resource: In-Depth Exclusives

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

Arby’s Offers Insight into Guest Experience, Team Member Engagement, and Being a Challenger Brand

  • April 14 2016
  • Resource: In-Depth Exclusives

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

Caesars Never Leaves Customer Loyalty to Chance

  • April 13 2016
  • Resource: In-Depth Exclusives

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 Shares CX Findings

  • April 11 2016
  • Resource: In-Depth Exclusives

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

Owned by Its Policyholders, Guardian Life Insurance Focuses on Measuring Customer Experience

  • April 10 2016
  • Resource: In-Depth Exclusives

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

Iron Tribe Fitness Drives Holistic Customer Engagement Through Close Knit Communities

  • April 09 2016
  • Resource: In-Depth Exclusives

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

For the Seattle Sounders, Building Brand Loyalty is a Matter of Knowing their Fans

  • April 08 2016
  • Resource: In-Depth Exclusives

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

General Motors Remains a Leader in Automotive Customer Experience

  • April 07 2016
  • Resource: In-Depth Exclusives

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

Employee Engagement is Crucial to Customer Experience at Great Eastern Energy

  • April 06 2016
  • Resource: In-Depth Exclusives

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

Recyclebank Drives Community Customer Engagement Through Highly Relevant and Meaningful Content

  • April 05 2016
  • Resource: In-Depth Exclusives

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

Heathrow Airport Flies High with Heathrow Rewards Loyalty Program

  • April 04 2016
  • Resource: In-Depth Exclusives

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 Changes the Way Banks View Brand Loyalty

  • April 03 2016
  • Resource: In-Depth Exclusives

 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

How Fiverr Helps Redefine Digital Customer Engagement

  • April 02 2016
  • Resource: In-Depth Exclusives

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

SCENE Adapts to Reflect an Evolving and Ever-changing Customer Experience

  • April 01 2016
  • Resource: In-Depth Exclusives

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

Read Ambitiously Is At the Heart of The Wall Street Journal Customer Experience

  • March 31 2016
  • Resource: In-Depth Exclusives

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

JetBlue Takes the Customer Experience to New Heights by “Inspiring Humanity.”

  • March 30 2016
  • Resource: In-Depth Exclusives

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

Loyalty Program is the Guiding Light at California Pizza Kitchen.

  • March 29 2016
  • Resource: In-Depth Exclusives

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

New Technology is Changing Customer Engagement at Allstate

  • March 28 2016
  • Resource: In-Depth Exclusives

“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 Building Customer Loyalty Knowledge

  • March 27 2016
  • Resource: In-Depth Exclusives

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

Lowes Foods Reimagines the Traditional Grocery Store Customer Experience

  • March 26 2016
  • Resource: In-Depth Exclusives

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 Drives Brand Loyalty By Removing the Barriers to Customer Loyalty

  • March 25 2016
  • Resource: In-Depth Exclusives

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

Customer Engagement is a Matter of Simplicity with Wyndham Rewards

  • March 24 2016
  • Resource: In-Depth Exclusives

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

Brand Loyalty is a Matter of Program Simplicity at Rite Aid

  • March 23 2016
  • Resource: In-Depth Exclusives

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

Regal Executives Drive Customer Engagement Through Innovative Loyalty Program

  • March 22 2016
  • Resource: In-Depth Exclusives

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 Customers Look For Very Personalized Customer Experience

  • March 21 2016
  • Resource: In-Depth Exclusives

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

How Caribou Coffee Aligns Its Brand Culture Around Customer Loyalty

  • March 20 2016
  • Resource: In-Depth Exclusives

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

For EMC Corporation, Adaptability is the Key to Customer Experience

  • March 19 2016
  • Resource: In-Depth Exclusives

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

At P.F. Chang’s, Interactive and Digital Customer Engagement Nourishes the Culinary Cravings of Loyal Fans

  • March 18 2016
  • Resource: In-Depth Exclusives

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

Charles Schwab Understands How Challenger Brands Build Brand Loyalty

  • March 17 2016
  • Resource: In-Depth Exclusives

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

Richard’s Foodporium Brings a Nostalgic Sense of Community to Customer Engagement

  • March 16 2016
  • Resource: In-Depth Exclusives

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

Increased Engagement Leads to Brand Loyalty for Celebrity Cruises

  • March 15 2016
  • Resource: In-Depth Exclusives

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

MAPCO Looking to Disrupt C-Store Industry Through Unique Customer Experiences

  • March 14 2016
  • Resource: In-Depth Exclusives

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

How BJ’s Wholesale Club Builds Member Retention and Employee Engagement

  • March 13 2016
  • Resource: In-Depth Exclusives

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

Samsung Drives Active Customer Engagement Through Creative Digital Initiatives

  • March 12 2016
  • Resource: In-Depth Exclusives

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

Pep Boys Sees Mobile-first Strategy Positively Impact Customer Engagement

  • March 11 2016
  • Resource: In-Depth Exclusives

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 Goal at Dunkin’ Donuts: 1-to-1 Marketing Across All Touch Points

  • March 10 2016
  • Resource: In-Depth Exclusives

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 Builds Customer and Community Relationships to Drive Brand Loyalty

  • March 09 2016
  • Resource: In-Depth Exclusives

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

Travellers are On Board with Amtrak’s Reliable and Valuable Customer Experience

  • March 08 2016
  • Resource: In-Depth Exclusives

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

Arby’s Provides Stellar Customer Experience to Delight Guests

  • March 07 2016
  • Resource: In-Depth Exclusives

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

Iron Tribe Fitness Builds Health and Wellness Through a Transformative Customer Experience

  • March 06 2016
  • Resource: In-Depth Exclusives

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

Lincoln Savings Bank Q&A: Where Unified Customer Experiences Establish Lasting Community Relationships

  • March 05 2016
  • Resource: In-Depth Exclusives

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

David Mingle Explains How General Motors Stays Ahead in the Customer Experience Space

  • March 04 2016
  • Resource: In-Depth Exclusives

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

Brian Solis Looks to Change How Companies View Customer Experience

  • March 02 2016
  • Resource: In-Depth Exclusives

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 Prides Itself on Its Customer-centric Culture

  • March 01 2016
  • Resource: In-Depth Exclusives

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

Marriott Q&A: Reengineering the Concept of Customer Loyalty

  • February 29 2016
  • Resource: In-Depth Exclusives

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

FIS Global Designs Quality Customer Experiences Through a Full Suite of Customized Loyalty Solutions

  • February 27 2016
  • Resource: In-Depth Exclusives

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 Dallas Cowboys are Taking Customer Experience Beyond Game Day

  • February 26 2016
  • Resource: In-Depth Exclusives

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

Wyndham is Making Loyalty Programs Simpler than Ever Before

  • February 25 2016
  • Resource: In-Depth Exclusives

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

Customer Engagement Shifts into High Gear with Allstate’s New Drivewise® App

  • February 24 2016
  • Resource: In-Depth Exclusives

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 Insurance Places Itself Ahead of the CRM Curve with Advanced Customer Data

  • February 23 2016
  • Resource: In-Depth Exclusives

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

ATB Financial Improves CRM, Engages Customers, and Changes How Its Clients View Banking

  • February 22 2016
  • Resource: In-Depth Exclusives

“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

  • February 19 2016
  • Resource: In-Depth Exclusives

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

At Great Eastern Energy, Employee Engagement is the First Step to Building Brand Loyalty

  • February 18 2016
  • Resource: In-Depth Exclusives

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

Canadian Red Cross Q&A: Inspiring Brand Loyalty as a Non-Profit Organization

  • February 17 2016
  • Resource: In-Depth Exclusives

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

Loyalty360 Thought Leadership Series: Alex Tavera | AIMIA

  • February 16 2016
  • Resource: Multimedia

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

Intuit and PossibleNOW Q&A: Breaking Down Silos and Connecting Customer Experiences

  • February 16 2016
  • Resource: In-Depth Exclusives

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

USA Futsal Q&A: Building a League and Brand Loyalty from the Ground Up

  • February 15 2016
  • Resource: In-Depth Exclusives

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

At EMC, Brand Loyalty is a Result of Allowing Customers to Drive the Company

  • February 14 2016
  • Resource: In-Depth Exclusives

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

Valentine’s Day Promotions Present Opportunities for Enhanced Customer Experience at Dunkin’ Donuts

  • February 12 2016
  • Resource: In-Depth Exclusives

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

Nissan LEAF Wins Customer Loyalty Crown for Second Consecutive Year

  • February 12 2016
  • Resource: DailyNews

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

La Quinta Returns Loyalty Program Improves through Points Partnership

  • February 12 2016
  • Resource: DailyNews

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 Remains at the Cutting Edge of Customer Experience

  • February 11 2016
  • Resource: In-Depth Exclusives

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

Q&A: Hilton Uses Technology to Drive Memorable Customer Experience

  • February 10 2016
  • Resource: In-Depth Exclusives

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

Q&A: Customer Loyalty and Dunkin’ Donuts’ DD Perks Loyalty Program

  • February 09 2016
  • Resource: In-Depth Exclusives

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 Restaurants Q&A: Serving Local Communities to Create Customer Loyalty

  • February 08 2016
  • Resource: In-Depth Exclusives

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

LinkedIn Seeks Enhanced Customer Engagement via High Value, High Impact Initiatives

  • February 08 2016
  • Resource: DailyNews

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

Samsung Q&A: Customer Experiences that Connect Active Communities

  • February 06 2016
  • Resource: In-Depth Exclusives

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

Schwab’s Challenger Brand Identity Project Triggers Customer Engagement

  • February 05 2016
  • Resource: In-Depth Exclusives

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

3 Ways Dealers Can Use Tech to Improve Customer Experience

  • February 05 2016
  • Resource: Loyalty Today

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

Customers Frustrated with Brands that Fail to Personalize

  • February 04 2016
  • Resource: Loyalty Today

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

Technological Innovations Underline Chili’s Movement Toward Digital Customer Engagement

  • February 04 2016
  • Resource: In-Depth Exclusives

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

BloomNation Co-Founder Seeks to Change Flower Delivery Industry Through Improved Customer Engagement

  • February 03 2016
  • Resource: In-Depth Exclusives

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

Tenneco Works with Auto Part Dealers for New 2016 Expert Plus Loyalty Program

  • February 02 2016
  • Resource: DailyNews

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

GameStop’s Authenticity and Reciprocity Creates Brand Loyalty Among Core Customers

  • February 02 2016
  • Resource: In-Depth Exclusives

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 Q&A: Customer Loyalty is Built Across Every Touch Point

  • February 01 2016
  • Resource: In-Depth Exclusives

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 Takes Significant Strides in Mobile Customer Engagement

  • January 25 2016
  • Resource: DailyNews

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

Loyalty Landscape: Automotive Service Roundtable

  • January 12 2016
  • Resource: Loyalty Today

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

[Podcast] Loyalty Management Series: Getting to Know Your Executive Stakeholders

  • January 11 2016
  • Resource: Multimedia

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

CMO Challenge: Leveraging Internal and External Communities

  • January 06 2016
  • Resource: Research and Reports

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

Understanding the Thumb Tribe

  • December 25 2015
  • Resource: Loyalty Today

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

[Podcast] Loyalty360 Webinar Series: Mobile Wallets: The Next Big Mobile Channel

  • December 21 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

Loyalty360 Thought Leadership Series: Shawn Eby | Taco John's International

  • December 15 2015
  • Resource: Multimedia

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

Why Does Loyalty Marketing Work?

  • December 15 2015
  • Resource: Loyalty Today

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

[Podcast] Loyalty Management Series: When Twice Is Not As Nice – CRM and Loyalty Program Disconnects

  • December 09 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Experiences Matter! Building Memory and Meaning into Your Loyalty Rewards Strategy

  • December 09 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: Active Listening Drives Dynamic Customer Engagement: Add a Powerful VoC Program to Your Shopping Cart

  • December 09 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: Treading New Ground with Kellogg’s: Loyalty & Technology in the CPG Industry

  • December 09 2015
  • Resource: Multimedia

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

[Video] Loyalty360 Thought Leadership Series: Mark Mears | Noodles & Company

  • December 01 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Webinar Series: Building Emotional Currency With Your Customers

  • November 25 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

Why Aren’t Brands Delivering More Satisfying Personalized Customer Experiences?

  • November 24 2015
  • Resource: Loyalty Today

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

[Podcast] Loyalty360 Webinar Series: Banking on Loyalty: Why Financial Institutions Must Foster Ongoing Engagement, Not Transactions

  • November 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: Great Expectations: The Digital Journey to Customer Loyalty

  • November 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: Measure Twice, Cut Once – Get It Right From The Start!

  • November 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

CMO Challenge: Loyalty Program Design

  • November 09 2015
  • Resource: Research and Reports

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

5 Ways to Reignite Your Retail Loyalty Program

  • October 28 2015
  • Resource: Loyalty Today

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

Creating True Brand-Customer Loyalty

  • October 21 2015
  • Resource: Loyalty Today

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

[Podcast] Loyalty360 Webinar Series: Give Your Loyalty Program an Annual Physical with a Loyalty HealthCheck

  • October 07 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

Loyalty360’s “What We’re Seeing and Hearing” Podcast - Week of October 5, 2015

  • October 06 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty Management Series: Multi-Brand Marketing and How to Create Loyalty

  • October 06 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Curating Change—Not Just Wall Art

  • October 06 2015
  • Resource: Multimedia

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

The Seven Habits of Highly Effective Loyalty Programs

  • September 29 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Interview with Danielle Leveille, Stride Rite

  • September 28 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Let’s Get Personal: Taking Your 1:1 Marketing from Simple to Sophisticated

  • September 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Why the Internet of Things Holds the Key To The Future Of Loyalty

  • September 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] From Culture of Customers to Confident Cultures, a Roundtable Discussion with Customer-Focused Executives

  • September 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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 Expo 2015] Engaging Today’s Digitally-Enabled and Empowered Customer

  • September 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Coalition Marketing: Leveraging Existing Loyalty Programs to Cost Effectively Grow Your Business

  • September 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] SOL REPUBLIC and Stellar Loyalty Amplify Engagement with SOLdiers of Sound Community

  • September 17 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty Management Series: Affordability - Does Your Loyalty Program Stack Up?

  • September 14 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Driving Shopper Engagement Through Digital Technology

  • September 09 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Converting Happy Customers into Active Advocates

  • September 09 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Loyalty Programs as a Barrier to Exit – More than Just a Monetary Reward

  • August 05 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: 6 Wins and 3 Fails in B2B Online Marketing

  • July 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty Management Series: Balancing Multi-Generational Retail Strategies – Winning Over Millennials Without Losing Boomers

  • July 07 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: B2B: Five Reasons Why You Need A Relationship Survey

  • July 06 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Reciprocity in Loyalty Programs

  • July 02 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Loyalty, Meet Referral: A Perfect Match

  • July 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: Unknown Unknowns: What Marketers Still Need to Learn About CX

  • July 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: Craving Experience Authenticity? Differentiate Your Customer Experience To Build Loyalty

  • June 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: Powering Engagement Through Personalized Viewer-Driven Video

  • June 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty Management Series: Integrated Loyalty: Holistically Measuring Customer Health

  • June 17 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Surveys are Alive and Well

  • June 04 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Using Customer Service to Drive Emotional Connections Between Consumers and Your Brand

  • June 02 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: What’s in-store for a 2020 Retailer?

  • May 28 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty360 Webinar Series: How USA Track & Field Engages Superfans Through Multichannel Loyalty

  • May 28 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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 Expo 2015 Workshop] Making Moments Matter: Thinking Beyond Tactics to Win Hearts

  • May 15 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty Management Series: Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience

  • May 11 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: The Seven Deadly Survey Sins – and How to Avoid Them

  • May 08 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Beyond Surveys Tackling the Multi-Channel World of Customer Feedback

  • May 08 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Time to Get Personal – Tips to Personalize Your Customer Journey

  • May 08 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Resolving Five Tensions on the Evolution to Brand Loyalty

  • May 08 2015
  • Resource: Multimedia

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

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

  • May 08 2015
  • Resource: Multimedia

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

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

  • May 07 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Surprising and Delighting Customer to Loyalty

  • May 06 2015
  • Resource: Multimedia

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

[Loyalty Expo Showcase Session] Why “Points as a True Currency” May Be the Most Important Evolutionary Shift in Loyalty Marketing History and How You Can Capitalize On It

  • May 04 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Deepening Customer Engagement throughout the Lifecycle with Personalized Video Experiences

  • May 04 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Showcase Session] The Relations Matter. Create the Best Win-Win Loyalty Ecosystem

  • May 04 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Heathrow Rewards: Driving Retail Participation and Revenue in a Multi-vendor Environment

  • May 04 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Inside the AngieCash Program: How Individualized Incentives Can Deliver Increased Customer Lifetime Value, Retention and Profitability

  • May 04 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Showcase Session] 10 Ideas to Move your Loyalty Program to Effective 1:1

  • May 04 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Showcase Session] We’re Making Things Too Complicated: Simplifying the Consumer Experience to Achieve Better Results

  • May 03 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

  • May 03 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Using Data Analytics to Move Customer Loyalty to Enterprise-wide Success

  • May 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] How Consumer Management Supercharges Harley-Davidson’s Success

  • May 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Showcase Session] Next Generation Manufacturer Loyalty: Rewarding Both Customers and Advocates (With No On Pack Codes)

  • May 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Showcase Session] Don’t be Distracted by Trending Loyalty Tactics: Using “Best Customer” Data to Guide Business Strategies

  • May 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Driving Customer Engagement and Sales Growth through Personalized Marketing

  • May 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015] Sophisticated Direct Mail Delivers Loyal Guests for Best Western

  • May 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Workshop] Launching Successful Omnichannel & PLCC Loyalty Programs

  • May 02 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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 Expo 2015 Workshop] Building an Enterprise Loyalty Strategy: Methods, Tools, & Best-Practices

  • May 01 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Workshop] Are You Being Rewarded for Your Rewards Programs?

  • May 01 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Workshop] Customer Experience and the Brand Promise: Case Study and Discussion

  • May 01 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Workshop] Data Selection, Monetizing and Measuring Performance

  • May 01 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2015 Workshop] A Proven Process for Developing a Winning Value Proposition

  • May 01 2015
  • Resource: Multimedia

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

[Loyalty Expo 2015 Workshop] Tuning-In & Turning-On: Leveraging Engagement Data to Enable Real-Time, Adaptive Customer Experiences

  • May 01 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Podcast] Loyalty Management Series: Integrated Loyalty: The New Paradigms of Ease, Simplicity, Speed

  • April 14 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Journey Mapping Has a New Customer – The Marketing Department

  • April 13 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Keeping your Message Simple Helps to Drive Loyalty to Your Brand

  • April 02 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: The Secrets to CPG Success in Today’s Market

  • March 17 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: 5 Steps to Assess the Health & Effectiveness of Your Loyalty Program

  • March 17 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: To Cobrand Or Not To Cobrand?

  • March 17 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Loyalty Matters: How Better Insight Can Drive More Loyal Customers and More Revenue

  • March 12 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Integrate Your Customer Experience and Employee Engagement Initiatives to Drive Business Performance

  • March 12 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Cult Loyalty: How to Drive the Only Customer Engagement That Will Matter in 2015

  • March 12 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: So You Want to Get Personal?

  • March 12 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Customer Experience Journey Mapping: Delivering Optimal B-to-B Customer Experiences

  • March 11 2015
  • Resource: Multimedia

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

[Podcast] Loyalty360 Webinar Series: Text Analytics 101: Watch Your Language

  • March 11 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Programs Worth Launching

  • March 10 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Eliminating the “Graffiti” in Your Customer Experience Program

  • February 25 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Way of the Future: An Integrated Approach to Customer Loyalty Strategies

  • February 25 2015
  • Resource: Multimedia

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

Behind the Brand with Lonnie Mayne, InMoment

  • December 01 2014
  • Resource: Loyalty Management

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

Open-Ended Gamification: JetBlue Delivers One-of-a-Kind Reward on Valentine’s Day 2014

  • March 25 2014
  • Resource: Loyalty Today

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

The CRM (K-RM) Story (Kelloggs Relationship Marketing)

  • June 17 2013
  • Resource: Multimedia

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

Point-of-Sale Loyalty: The Last Mile in Loyalty

  • February 04 2011
  • Resource: Multimedia

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

Merchant Networks and Critical Mass

  • November 17 2009
  • Resource: Multimedia

Read More

Loyalty360 Analyst Report | Loyalty Methods

  • September 17 2020
  • Resource: Analyst Reports

Marketers building best-in-class loyalty strategies today understand that successful loyalty programs and strategies should continuously evolve with customer preferences and expectations – they cannot take a ‘set it and forget it&rsquo...Read More

Loyalty360 Featured Technology | Generali

  • May 18 2020
  • Resource: Featured Technology

Company Type: Ancillary Customer Loyalty Program/Strategy OfferingCore Offering(s): Identity Theft Protection, Fraud Detection, Beneficiary Companion, Eldercare, and Travel AssistanceTarget Industries: Banking/Financial Services, Insurance, and...Read More

Loyalty360 Featured Technology | Augeo

  • November 13 2018
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Baesman

  • November 13 2018
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Virtual Incentives

  • October 17 2018
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Comarch

  • October 02 2018
  • Resource: Featured Technology

Comarch is a global loyalty solutions provider. Through its Comarch Loyalty Management platform, the company offers clients a suite of tools designed to enable them to build an effective and engaging loyalty offering. The platform is also intended...Read More

Loyalty360 Featured Technology | Epsilon

  • September 25 2018
  • Resource: Featured Technology

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

Loyalty360 Analyst Report: Kentico

  • September 25 2018
  • Resource: Analyst Reports

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

Loyalty360 Featured Technology | HapYak

  • September 07 2018
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Kentico

  • August 23 2018
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Xenial

  • August 13 2018
  • Resource: Featured Technology

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

Loyalty360 Analyst Report | Epsilon

  • July 11 2018
  • Resource: Analyst Reports

Epsilon is a global marketing company with offices around the world. For nearly 50 years, Epsilon has been helping brands make lasting connections with customers...Read More

Loyalty360 Analyst Report | Baesman

  • June 21 2018
  • Resource: Analyst Reports

Baesman Insights and Marketing is a privately held, nationally-recognized provider of marketing strategies and cross-channel execution. The agency creates highly-targeted, data-driven customer marketing and loyalty programs.  There...Read More

Loyalty360 Analyst Report | Xenial

  • May 23 2018
  • Resource: Analyst Reports

Xenial, Inc., a Global Payments Company, serves merchants with a range of leading customer engagement and commerce technology solutions. More than 100,000 merchant locations rely on Xenial™ products. These customers range in size &ldquo...Read More

Loyalty360 Analyst Report | Comarch

  • February 15 2018
  • Resource: Analyst Reports

Comarch CRM & Marketing has over twenty years of experience in designing, implementing and integrating state-of-the art IT solutions. The most important aspect offered to the largest enterprises is a comprehensive suite of IT solutions and...Read More

Loyalty360 Analyst Report | Medallia

  • January 04 2018
  • Resource: Analyst Reports

Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture...Read More

Loyalty360 Analyst Report | Strativity Group

  • December 28 2017
  • Resource: Analyst Reports

The people at Strativity are united by passion and guided by a proprietary human-centered methodology to unlock exceptional organizational performance that builds customer loyalty and advocacy. We take a holistic approach to Customer Experience...Read More

Loyalty360 Analyst Report | Lenati

  • November 02 2017
  • Resource: Analyst Reports

Lenati is a marketing strategy firm committed to helping the world’s leading brands build customer loyalty and generate business growth. As a highly-specialized firm, Lenati’s primary expertise is focused on B2C and B2B loyalty and...Read More

Loyalty360 Featured Technology | Clutch

  • September 20 2017
  • Resource: Featured Technology

Historically, marketing departments have too often needed to rely upon CRM systems that were designed not for them, but for sales departments. This retrofitting has resulting in suboptimal, even clumsy marketing processes that leave much to be...Read More

Loyalty360 Featured Technology | Stellar Loyalty

  • September 20 2017
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Snipp

  • September 20 2017
  • Resource: Featured Technology

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

Loyalty360 Analyst Report | HelloWorld

  • August 18 2017
  • Resource: Analyst Reports

HelloWorld is a digital marketing solutions company working with the world's leading brands. The company offers a powerful combination of native platform technology and marketing strategy to brands who are looking for a more engaged, higher...Read More

Loyalty360 Analyst Report | Snipp

  • August 03 2017
  • Resource: Analyst Reports

Snipp is a global loyalty and promotions company with a singular focus: to develop disruptive engagement platforms that generate insights and drive sales. The company’s solutions include shopper marketing promotions, loyalty, rewards...Read More

Loyalty360 Featured Technology | Cogensia

  • August 03 2017
  • Resource: Featured Technology

Maintaining consistent engagement across channels and touchpoints is quickly proving to be a differentiating factor for brands looking to both acquire and retain today’s omnichannel consumer. Cogensia allows brands to tackle this challenge...Read More

Loyalty360 Featured Technology | CrowdTwist

  • July 26 2017
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Lassu

  • July 18 2017
  • Resource: Featured Technology

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

Loyalty360 Analyst Report | Halo Loyalty

  • July 06 2017
  • Resource: Analyst Reports

Halo Loyalty has provided end-­‐to-­‐end loyalty strategy and software solutions for the integrated resort and gaming industry for over ten years. In 2017 the company began to diversify into retail, restaurant and hospitality industry...Read More

Loyalty360 Analyst Report | Willis Towers Watson

  • June 13 2017
  • Resource: Analyst Reports

Willis Towers Watson helps loyalty program sponsors apply advanced predictive analytics to drive revenue and to better understand costs and liabilities. The company uses actuarial science to provide more accurate forecasts of uncertain future...Read More

Loyalty360 Featured Technology | PossibleNOW

  • May 17 2017
  • Resource: Featured Technology

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

Loyalty360 Analyst Report | Stellar Loyalty

  • April 26 2017
  • Resource: Analyst Reports

Stellar Loyalty provides modern, cloud software solutions for engaging and building loyalty with customers across channels. Stellar Loyalty’s advanced mobile capabilities enable frictionless and immersive interactions that can transform...Read More

Loyalty360 Featured Technology | DataCo Solutions

  • March 08 2017
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Perks

  • March 08 2017
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Chirpify

  • March 08 2017
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Confirmit

  • March 08 2017
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Lenati

  • March 08 2017
  • Resource: Featured Technology

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

Loyalty360 Analyst Report | HapYak

  • December 22 2016
  • Resource: Analyst Reports

HapYak enables its users to overlay interactive elements on their existing videos, integrate with client systems for obtaining data, and provide back-end analytics for tracking results. Interactive video ensures that videos are as engaging as the...Read More

Loyalty360 Analyst Report | Virtual Incentives

  • November 15 2016
  • Resource: Analyst Reports

Virtual Incentives (VI) provides incentive solutions proven to increase engagement, strengthen brand awareness, and maintain customer loyalty. The company’s proprietary digital platform provides a comprehensive reward experience for both the...Read More

Loyalty360 Featured Technology | Signal

  • October 12 2016
  • Resource: Featured Technology

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

Loyalty360 Featured Technology | Pointillist

  • October 12 2016
  • Resource: Featured Technology

Predictive analysis has become nearly a necessity in acquiring and—more importantly—retaining today’s consumer. Pointillist’s behavioral marketing platform allows brands to track the customer journey, even across channels...Read More

Loyalty360 Analyst Report | SessionM

  • August 26 2016
  • Resource: Analyst Reports

SessionM integrates marketing automation and data management capabilities with loyalty marketing to drive personalized consumer relationships through the mobile device and across channels, enabling brands to observe online and offline customer...Read More

Loyalty360 Analyst Report | Confirmit

  • August 12 2016
  • Resource: Analyst Reports

Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback...Read More

Loyalty360 Analyst Report | East|West Marketing Group

  • August 03 2016
  • Resource: Analyst Reports

 An independent full-service marketing agency, east|west marketing group is best known for delivering customer-centric, creatively driven, results-focused marketing solutions and execution. Our expertise in loyalty strategy, program design...Read More

Loyalty360 Analyst Report | CrowdTwist

  • June 27 2016
  • Resource: Analyst Reports

CrowdTwist is revolutionizing the way marketers drive awareness, increase acquisition, improve retention, build loyalty, facilitate advocacy and measurably impact their bottom line. Their multi-channel Customer Relationship & Loyalty Platform...Read More

Loyalty360 Analyst Report | Baesman

  • June 24 2016
  • Resource: Analyst Reports

A group of former brand analysts, CRM and loyalty marketers, developers and strategists, Baesman Insights & Marketing has perfected the science of analyzing customer data and seeing what others often miss. It’s the result of...Read More

Loyalty360 Analyst Report | Clutch

  • June 24 2016
  • Resource: Analyst Reports

Clutch empowers consumer-focused businesses to identify, target, message, and engage their best customers. Our modular Consumer Management (CM) platform enables companies to capture customer data across all channels including in-store, online...Read More

Customer Loyalty is Mission-critical in the Age of the Customer

  • January 26 2016
  • Resource: Loyalty Today

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

What Will Loyalty Look Like in 2016?

  • January 26 2016
  • Resource: Loyalty Today

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

Using Beacons Effectively to Deliver Relevant Messaging

  • January 25 2016
  • Resource: Loyalty Today

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

How Can A 'Single Customer View' Integrate Online And Offline Data?

  • January 19 2016
  • Resource: Loyalty Today

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

Interview with Gerard Whelan, President, Global Loyalty Solutions Americas

  • January 15 2016
  • Resource: Loyalty Today

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

Keeping Loyalty Simple and Personal

  • January 12 2016
  • Resource: Loyalty Today

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

Are You Ready For Location-Based Marketing?

  • January 08 2016
  • Resource: Loyalty Today

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

Inflection Points: Seizing the Moments in Customer Loyalty

  • January 01 2016
  • Resource: Loyalty Today

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

Who Drives the Digital Strategy?

  • December 28 2015
  • Resource: Loyalty Today

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

The Rise of the ‘Deletist Consumer’

  • December 21 2015
  • Resource: Loyalty Today

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

Sorry St. Nick: Retailers Need to Start Thinking About Easter

  • December 18 2015
  • Resource: Loyalty Today

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

2015’s Top Customer Lessons

  • December 15 2015
  • Resource: Loyalty Today

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

How Far Should Retail Marketers Go With Personalization?

  • December 08 2015
  • Resource: Loyalty Today

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

5 Reasons Why Your Consumer Loyalty Program Isn’t Working

  • December 02 2015
  • Resource: Loyalty Today

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

Cutting Through the Noise – Why Marketing Technology is Essential to the Future of Loyalty

  • December 01 2015
  • Resource: Loyalty Today

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

How to Build a Culture of Innovation: Part 2 – Process

  • November 30 2015
  • Resource: Loyalty Today

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

Six Marketing Must-Dos to Drive Stronger Customer Relationships in 2016

  • November 26 2015
  • Resource: Loyalty Today

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

No More Denying it- Showrooming Has Changed

  • November 21 2015
  • Resource: Loyalty Today

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

How to Build a Culture of Innovation: Part 1 – People

  • November 20 2015
  • Resource: Loyalty Today

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

Personalization and Loyalty: Helpful Q&A For Deeper Customer Engagement

  • November 18 2015
  • Resource: Loyalty Today

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

Approaching Customer Innovation ‘Head-On’: Q&A with Giro’s Digital Marketing Head

  • November 18 2015
  • Resource: Loyalty Today

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

Geo-Fenced Social Media Rewards

  • November 16 2015
  • Resource: Loyalty Today

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

Seven Loyalty Campaigns and the Psychology That Makes Them Work

  • November 16 2015
  • Resource: Loyalty Today

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

Nanotargeting: The Killer App in the Battle for Retail Consumer Loyalty

  • November 13 2015
  • Resource: Loyalty Today

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

Personalization – Avoiding the “Shiny Penny Syndrome”

  • November 03 2015
  • Resource: Loyalty Today

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

The Days of Global Fulfillment from a Single Warehouse are Over

  • October 28 2015
  • Resource: Loyalty Today

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

7 Email Campaigns Every Loyalty Program Needs

  • October 26 2015
  • Resource: Loyalty Today

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

Why Do Discounts Backfire in the Long Run?

  • October 23 2015
  • Resource: Loyalty Today

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

Are You a Wingman to Your CMO?

  • October 22 2015
  • Resource: Loyalty Today

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

How Healthy is Sports Sponsorship Marketing?

  • October 20 2015
  • Resource: Loyalty Today

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

Developing Meaningful Customer Relationships

  • October 16 2015
  • Resource: Loyalty Today

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

Throwing off Sparks – Five Ways to reignite the Love for your Retail Loyalty Program

  • October 15 2015
  • Resource: Loyalty Today

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

How to Choose The Right Marketing Tools

  • October 15 2015
  • Resource: Loyalty Today

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

How Healthy is Your Loyalty Program?

  • October 13 2015
  • Resource: Loyalty Today

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

Navigating the Journey from Information to Insights

  • October 13 2015
  • Resource: Loyalty Today

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

Time to Give Your Loyalty Program its Annual Check-up!

  • October 08 2015
  • Resource: Loyalty Today

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

8 Tips for Redefining the Customer Experience in the Digital World

  • October 06 2015
  • Resource: Loyalty Today

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

Dear < First Name >: The Case for Genuine Personalization

  • October 05 2015
  • Resource: Loyalty Today

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

6 Trends Corporations Are Paying Attention To, Are You?

  • September 30 2015
  • Resource: Loyalty Today

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

The Best Ways to Reward Your Employees: Lessons Learned from a Company That “Walks the Talk”

  • September 29 2015
  • Resource: Loyalty Today

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

The Impact of Mobile on China’s Customer Experience

  • September 29 2015
  • Resource: Loyalty Today

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

You Had Me at Open: Delivering Relevant Email Content at the Time of Open

  • September 25 2015
  • Resource: Loyalty Today

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

Why You Need to Focus on Channel Integration

  • September 22 2015
  • Resource: Loyalty Today

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

Start Your Data Visualization Journey

  • September 22 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Interview with Eoin Comerford | Moosejaw

  • September 21 2015
  • Resource: Multimedia

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

Age is Just a Number: Talk to Me, Not ‘The Millennial’

  • September 21 2015
  • Resource: Loyalty Today

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

Social Media Influencers and How to Embrace Them

  • September 17 2015
  • Resource: Loyalty Today

For more information contact us at [email protected] or visit www.aimia.comRead More

Propensity Models: New Audiences for Relevant Marketing Offers

  • September 15 2015
  • Resource: Loyalty Today

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

[Video] Loyalty360 Thought Leadership Series: Robert Mariano | Raley's

  • September 14 2015
  • Resource: Multimedia

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

"Give Your Loyalty Program an Annual Physical with a Loyalty HealthCheck": Webinar Preview with Aimia

  • September 14 2015
  • Resource: Multimedia

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

Your Loyalty Solution – Don’t Just Check the Box

  • September 14 2015
  • Resource: Loyalty Today

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

10 Data Points All Marketers Should Know

  • September 13 2015
  • Resource: Loyalty Today

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

Modern Enigma: Deciphering the Language of Emojis

  • September 13 2015
  • Resource: Loyalty Today

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

Understanding the Importance of Content Strategy

  • September 11 2015
  • Resource: Loyalty Today

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

How to Understand Your Customers’ Threshold for Digital Communications

  • September 10 2015
  • Resource: Loyalty Today

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

Harry Potter and the Missing Segment

  • September 10 2015
  • Resource: Loyalty Today

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

2015 Engagement & Experience Expo Preview: Artemio Garza | Meineke

  • September 08 2015
  • Resource: Multimedia

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

The Benefits of Real-Time Content in B2B Marketing

  • September 08 2015
  • Resource: Loyalty Today

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: Did Your Marketing Programs Make the Grade?

  • September 06 2015
  • Resource: Loyalty Today

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

How Email Drives Opportunities Through Influence and Innovation

  • September 04 2015
  • Resource: Loyalty Today

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

2015 Engagement & Experience Expo Preview: Al Perkinson | Costa Sunglasses

  • September 03 2015
  • Resource: Multimedia

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

Field-testing New Concepts Can Save Retailers Millions

  • September 03 2015
  • Resource: Loyalty Today

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

The Tipping Point of Technology & Customer Experience – 5 Best Practices to Keep Technology Human

  • September 01 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Interview with Clarence Chia, FIJI Water

  • August 27 2015
  • Resource: Multimedia

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

Pay-to-play or Free-for-all?

  • August 26 2015
  • Resource: Loyalty Today

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

Personalization is Garnering Increasing Awareness as a Way to Grab Attention

  • August 21 2015
  • Resource: Loyalty Today

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

When Are Fees Appropriate for a Loyalty Scheme?

  • August 20 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Robert McClarin, 7-Eleven

  • August 19 2015
  • Resource: Multimedia

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

Is Your Loyalty Program Ready for the Holidays?

  • August 18 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Interview with Tom Barton, Klein Tools

  • August 11 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Customer Journey Mapping: Building CX Maturity and Momentum

  • August 10 2015
  • Resource: Multimedia

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

[Video] Thought Leadership Series: Interview with Jim Cavale, Iron Tribe Fitness

  • July 29 2015
  • Resource: Multimedia

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

3 Ways A Mobile-First Approach Strengthens Your Brand

  • July 28 2015
  • Resource: Loyalty Today

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

Responsible Data Use and the Winds of Change

  • July 27 2015
  • Resource: Loyalty Today

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

3 Components to Conversion Optimization in Email

  • July 25 2015
  • Resource: Loyalty Today

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

What’s In Style? Keeping Customers (And Keeping ‘Em Happy) Is The New Black

  • July 25 2015
  • Resource: Loyalty Today

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

Tips for 5-Star Loyalty Program Managers

  • July 25 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Kristi Gole, Global Hotel Alliance

  • July 22 2015
  • Resource: Multimedia

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

The Mobile Revolution and Its Implications for the Retail Industry

  • July 21 2015
  • Resource: Loyalty Today

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

A New Incentive Framework for Hybrid & Cloud Partners

  • July 20 2015
  • Resource: Loyalty Today

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

Embed CX Operations to Succeed!

  • July 19 2015
  • Resource: Loyalty Today

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

Long-term Loyalty: 5 Points to a Promising Partnership

  • July 16 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Interview with Glen MacDonell, Best Western

  • July 13 2015
  • Resource: Multimedia

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

Global Reward Solutions Launches New GRS Storefront: A Fast-Connect API for Global Rewards.

  • July 08 2015
  • Resource: Loyalty Today

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

Is My Customer Loyalty Program Working?

  • July 07 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: James Brady of General Motors

  • July 06 2015
  • Resource: Multimedia

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

Looking for the Coolest Rewards? Connect Instantly with New GRS Storefront

  • July 06 2015
  • Resource: Loyalty Today

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 Product Demo

  • July 06 2015
  • Resource: Loyalty Today

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

How AARP Doubled Member Behavior in One Year

  • July 06 2015
  • Resource: Loyalty Today

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

How Can You Deliver an Award Winning Customer Experience?

  • July 03 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Richard Garlick of J.D. Power & Associates

  • July 02 2015
  • Resource: Multimedia

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

Ad Blocking vs. The Power of Permission

  • July 01 2015
  • Resource: Loyalty Today

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

6 Steps to Building a Successful Marketing Analytics Organization

  • July 01 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Maria Brous, Publix Super Markets

  • June 30 2015
  • Resource: Multimedia

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

The Role of Email in Helping to Drive Loyalty

  • June 29 2015
  • Resource: Loyalty Today

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

Differentiate Your Brand With Mobile-First Loyalty

  • June 29 2015
  • Resource: Loyalty Today

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

The Challenge of Building Scale for One-to-One Addressable Audiences

  • June 27 2015
  • Resource: Loyalty Today

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

Digital Disruptions: Incredible Opportunities or Extraordinary Challenges for Customer Engagement?

  • June 23 2015
  • Resource: Loyalty Today

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

How Technology is Providing the Perfect Fit Between Footwear Brands and Customers

  • June 16 2015
  • Resource: Loyalty Today

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

The One Essential Reward Item That Virtually No Reward Providers Offer

  • June 16 2015
  • Resource: Loyalty Today

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

Understanding Intelligent Customer Experience

  • June 13 2015
  • Resource: Loyalty Today

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

How Catalog Marketers are Using Data to Deliver 1:1 Messages

  • June 12 2015
  • Resource: Loyalty Today

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

How Millennials are Reshaping the Recognition and Incentives Industry.

  • June 11 2015
  • Resource: Loyalty Today

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

The Keys to Achieving Exceptional Customer Experience

  • June 09 2015
  • Resource: Loyalty Today

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

"Unknown Unknowns: What Marketers Still Need to Learn About CX": Webinar Preview with Kristi Knight, InMoment

  • June 08 2015
  • Resource: Multimedia

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

Leveraging Engagement Modeling to Reduce Loyalty Program Breakage

  • June 05 2015
  • Resource: Loyalty Today

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

3 Big Data Analytics Trends That Need to Happen to Help Marketers

  • May 31 2015
  • Resource: Loyalty Today

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

Are digital marketers really impacting the bottom line?

  • May 30 2015
  • Resource: Loyalty Today

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

Building the Business Case for Loyalty

  • May 29 2015
  • Resource: Loyalty Today

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

Improve Lift and ROI by Rewarding Customer Interactions

  • May 27 2015
  • Resource: Loyalty Today

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

Loyalty Starts with You

  • May 24 2015
  • Resource: Loyalty Today

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

College Students & Loyalty

  • May 21 2015
  • Resource: Loyalty Today

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

Is Gamification the Future of Engagement?

  • May 21 2015
  • Resource: Loyalty Today

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

How The Wireless Industry Is Generating Effective Loyalty

  • May 18 2015
  • Resource: Loyalty Today

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 It

  • May 13 2015
  • Resource: Loyalty Today

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

Achieving a Personalized Retail Experience Requires a Little “Give & Take”

  • May 12 2015
  • Resource: Loyalty Today

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

Email Trends And Benchmarks: Marketers Need To Use The Tools, Technology And Data Available To Them

  • May 12 2015
  • Resource: Loyalty Today

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

The Consumer Brand Squeeze: What Marketers Need to Know.

  • May 12 2015
  • Resource: Loyalty Today

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

Less Talking – More Action...

  • May 12 2015
  • Resource: Loyalty Today

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

5 Reasons Why Traditional Mail-in Rebates Are Broken

  • May 11 2015
  • Resource: Loyalty Today

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

Top 10 Things You Should Expect From a Global Rewards Provider.

  • May 11 2015
  • Resource: Loyalty Today

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

"Time to Get Personal": Webinar Preview with Peter Oxley, ResponseTek

  • March 23 2015
  • Resource: Multimedia

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

Don’t Make These 3 Mistakes When Launching a Retail Loyalty Program

  • March 20 2015
  • Resource: Loyalty Today

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

Q&A with Sebastian Szczygiel of Huuuge Games

  • March 16 2015
  • Resource: Loyalty Today

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

Enhancing the Customer Experience Leveraging the Email Channel

  • February 28 2015
  • Resource: Loyalty Today

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

Marketing’s Not Dead, It Gives Life to Loyalty

  • February 26 2015
  • Resource: Loyalty Today

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

[Video] Thought Leadership Series: Interview with Bruce Rogers, Forbes

  • February 19 2015
  • Resource: Multimedia

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

[Podcast] Thought Leadership Series: Interview with Bruce Rogers, Forbes

  • February 19 2015
  • Resource: Multimedia

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

[Podcast] Loyalty Management Series: Sit Down...And Listen

  • February 17 2015
  • Resource: Multimedia

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

[Podcast] Thought Leadership Series: Interview with Phil Rubin, CEO, rDialogue

  • February 05 2015
  • Resource: Multimedia

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

[Video] Thought Leadership Series: Interview with Phil Rubin, CEO, rDialogue

  • February 03 2015
  • Resource: Multimedia

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

[Engagement Expo 2014 Podcast] Increasing Brand Engagement Through Behavioral Economics

  • January 23 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014 Podcast] How to Enable Change in Customer (and Associate) Centricity

  • January 23 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014 Podcast] Scottrade and Understanding the Customer Journey: When Segmentation Isn’t Enough

  • January 23 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014 Podcast] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014 Podcast] The Customer Experience: Creating Emotional Connections that Drive Financial Results - A Joint Perspective by Gallup and Loyalty360

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014 Podcast] How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2013 Podcast] Build It and They Will Come: Creating a Customer Experience Hub

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2013 Podcast] Planes, Trains & VoC: How We Use Technology To Deliver Better, Quicker, Smarter (Insights)

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2013 Podcast] A Fireside Chat with Dave Power, founder of J.D. Power and Associates

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2013 Podcast] Olay ‘Eye & Lash Duo’ Wows Times Square

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2013 Podcast] Siemens Voice of the Customer – Engineering Innovative Experiences

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2013 Podcast] Customizing for the Masses - Hear How Luxottica Does It

  • January 22 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2013 Podcast] Wholly Guacamole: 10 Things We Learned About Social Media (hint: it’s not about guacamole)

  • January 20 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2014 Workshop Podcast] Harnessing the Full Power of Social to Drive Loyalty

  • January 20 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2014 Podcast] Living Loyal: Transitions Optical Focuses on the Journey to True Brand Loyalty

  • January 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2014 Podcast] Evolving a Loyalty Program

  • January 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2014 Podcast] Tuning In and Turning On: Cultivating Customer Engagement Data to Drive Loyalty

  • January 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Loyalty Expo 2014 Podcast] A New Frontier in Loyalty: Why Non-traditional Industries are Now Embracing Loyalty as a Competitive Differentiator

  • January 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

Loyalty is a deeply entrenched marketing tool for financial institutions, retailers, airlines and hotels.  However, until recently loyalty really wasn’t on the radar for marketers in key industries such as: consumer packaged goods (CPG)...Read More

[Loyalty Expo 2014 Podcast] Enhancing Loyalty and Retention by Turning Every Customer Into a Fan

  • January 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

Research proves that customers who have a better experience come back for more and that satisfied customers can become your best marketing tool.  But how do you lead your workforce to create those compelling experiences?  How does the...Read More

[Loyalty Expo 2014 Podcast] Testing 1,2,3…4,5,6: 9 Lessons Learned From 6 Loyalty Pilots

  • January 19 2015
  • Resource: Multimedia
  • "| Member Exclusive"

In this session Bloomin’ Brands’ VP of Marketing Services, Desmond Edwards and loyalty technology provider, Paytronix’ Andrew Robbins will share real-life lessons learned from loyalty pilots launched by some of the nations’...Read More

[Expo Video] The Loyalty360 CX Awards Ceremony

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Loyalty360 would like to congratulate the winners of the inaugural Loyalty360 CX Awards presented at the 4th annual Loyalty360 Engagement & Experience Expo in Dallas, Texas.Loyalty360 CX AwardsRead More

[Expo Video] Internet of Things: Increasing Consumer Engagement in a Digitized World

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Join this session to learn about and discuss:- Available IoT tech (e.g., geofencing, micro-location, BLE, GPS, WiFi, etc.)- How IoT tech can impact CX:Getting noticed in a digitally crowded environmentIncreasing real-time customer engagement using...Read More

[Expo Video] Increasing Brand Engagement Through Behavioral Economics

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Expo Video] Loyalty Doesn’t Stand Alone

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Most loyalty programs are focused on customer retention.  But, as part of loyalty, advocacy deserve more than lip service.  YA showcases the strong connection between loyalty and advocacy, best practices and program examples that should...Read More

[Expo Video] Case Study: How ANZ Tapped Real-Time Customer Feedback to Implement Changes that Recovered $Billions in Lost Loans

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

With more than 47,000 employees, ANZ provides banking and financial services to approximately 8 million customers across 33 global markets from its Australian headquarters.  With an aggressive goal of being the best connected, most respected...Read More

[Expo Video] How to Enable Change in Customer (and Associate) Centricity

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Expo Video] How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Expo Video] Express on the Role of Customers in Omnichannel Strategy

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Is the realization of omnichannel customers keeping you up at night? Jim Kaniaris, VP of Customer Experience at fashion retail icon Express, knows how you’re feeling. During this deep-dive conversation led by Lonnie Mayne...Read More

[Expo Video] Beyond Satisfaction: Ford’s Pursuit of Loyalty

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

The automotive industry has been focused on customer satisfaction for over 30 years. Automakers measure it meticulously, often relying on third parties who rank each brand on a scale of customer satisfaction. Yet, despite all the measurement,...Read More

[Expo Video] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

  • December 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

Three Steps for Brands to Succeed at Mobile Loyalty in the Future

  • December 12 2014
  • Resource: Loyalty Today

Loyalty programs have been incredibly enduring — from that very first American Airlines frequent flyer program in 1981 to the Starbucks Card Rewards program nearly 30 years later. The average U.S. household now takes part in 21.9 loyalty...Read More

[Expo Video] Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Four years ago, Orbitz began to dramatically increase focus on the customer by launching a centralized Consumer Insights function. Since it was established, the Consumer Insights function has integrated the voice of the customer into many areas of...Read More

[Expo Video] Scottrade and Understanding the Customer Journey: When Segmentation Isn’t Enough

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Expo Video] The Customer Experience: Creating Emotional Connections that Drive Financial Results - A Joint Perspective by Gallup and Loyalty360

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Expo Video] End-to-End Engagement: Going from Lead Nurturing to Studying Abroad

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

 Consumer engagement isn’t just about lead generation, customer service, or the tools you use; programs require a mixture of all three and more to be successful. In End-to-End Engagement, we’ll explore how mobile engagement...Read More

[Expo Video] Multiplying the Power of Experience and Engagement

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

 The combination of experience and engagement is not a 1+1 proposition. The elements of experience and engagement multiply exponentially - in a way that's more transformational than incremental. So how can brands connect how...Read More

[Expo Video] Innovate to Elevate, A Discussion with the Loyalty360 CX Award Winners

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

 The winners of the inaugural Loyalty360 CX Awards have at least one thing in common: they are using innovative tools and techniques to elevate the customer experience. These companies have overcome common roadblocks, such as earning...Read More

[Expo Video] The Importance of Engaging Your Most Loyal Customers

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

 The key to customer engagement is treating every customer as a VIP and motivating them through targeted messaging, preferred services and rewards to eventually become a true VIP. After purchasing the 77 Kids brand from American Eagle...Read More

[Expo Video] The CX Loyalty Connection

  • December 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

 In the fields of Customer Experience and Loyalty, professionals often express the value they bring a team in terms of customer engagement over time. Both disciplines aim to develop a deep, long-term relationship with the customer and in turn...Read More

Break the Endless Cycle of Discounting: 5 Approaches to Brand Loyalty

  • November 25 2014
  • Resource: Multimedia

 When it comes to true brand loyalty, emotional decisions trump rational ones every time. Join Bond Brand Loyalty as it discusses what it takes to elevate your loyalty strategy from mere discounting, to consistent repeat action.On December 4,...Read More

A Relationship Is More Than A Moment

  • November 20 2014
  • Resource: Loyalty Today

Sometimes it seems as if 2014 is the year of the “moment” in mobile marketing. But moments are, by definition, transient, short-lived and often irrelevant. A moment without a connection before or after it, with nothing to ground it...Read More

Who Are Your Customers and What Do They Want?

  • November 20 2014
  • Resource: Loyalty Today

The digital media revolution has completely changed the way retailers and manufacturers seek to engage their customers.  Multichannel and direct marketing have become central to the overall shopping experience expected by today’s...Read More

[Engagement Expo 2014] Multiplying the Power of Experience and Engagement

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

The combination of experience and engagement is not a 1+1 proposition. The elements of experience and engagement multiply exponentially - in a way that's more transformational than incremental. So how can brands connect how consumers feel...Read More

[Engagement Expo 2014] How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014] The CX Loyalty Connection

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

In the fields of Customer Experience and Loyalty, professionals often express the value they bring a team in terms of customer engagement over time. Both disciplines aim to develop a deep, long-term relationship with the customer and in turn...Read More

[Engagement Expo 2014] The Customer Experience: Creating Emotional Connections that Drive Financial Results - A Joint Perspective by Gallup and Loyalty360

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014] Beyond Satisfaction: Ford’s Pursuit of Loyalty

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

The automotive industry has been focused on customer satisfaction for over 30 years. Automakers measure it meticulously, often relying on third parties who rank each brand on a scale of customer satisfaction.  Yet, despite all the measurement...Read More

[Engagement Expo 2014] Increasing Brand Engagement Through Behavioral Economics

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014] Loyalty Doesn’t Stand Alone

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Most loyalty programs are focused on customer retention.  But, as part of loyalty, advocacy deserve more than lip service.  YA showcases the strong connection between loyalty and advocacy, best practices and program examples that should...Read More

[Engagement Expo 2014] Case Study: How ANZ Tapped Real-Time Customer Feedback to Implement Changes that Recovered $Billions in Lost Loans

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

With more than 47,000 employees, ANZ provides banking and financial services to approximately 8 million customers across 33 global markets from its Australian headquarters.  With an aggressive goal of being the best connected, most respected...Read More

[Engagement Expo 2014] How to Enable Change in Customer (and Associate) Centricity

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014] Scottrade and Understanding the Customer Journey: When Segmentation Isn’t Enough

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014] Guests Are Forced to Earn Our Loyalty: What’s Wrong with This Picture?

  • November 14 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

[Engagement Expo 2014] End-to-End Engagement: Going from Lead Nurturing to Studying Abroad

  • November 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Consumer engagement isn’t just about lead generation, customer service, or the tools you use; programs require a mixture of all three and more to be successful. In End-to-End Engagement, we’ll explore how mobile engagement programs can...Read More

[Engagement Expo 2014] Express on the Role of Customers in Omnichannel Strategy

  • November 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Is the realization of omnichannel customers keeping you up at night? Jim Kaniaris, VP of Customer Experience at fashion retail icon Express, knows how you’re feeling. During this deep-dive conversation led by Lonnie Mayne...Read More

[Engagement Expo 2014] Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide

  • November 12 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Four years ago, Orbitz began to dramatically increase focus on the customer by launching a centralized Consumer Insights function. Since it was established, the Consumer Insights function has integrated the voice of the customer into many areas of...Read More

[Engagement Expo 2014] The Importance of Engaging Your Most Loyal Customers

  • November 11 2014
  • Resource: Multimedia
  • "| Member Exclusive"

The key to customer engagement is treating every customer as a VIP and motivating them through targeted messaging, preferred services and rewards to eventually become a true VIP. After purchasing the 77 Kids brand from American Eagle Outfitters...Read More

Kansas City Companies Partner to Provide In-App Marketing Strategy, Technology and Personalized Customer Experiences

  • November 05 2014
  • Resource: Loyalty Today

We are pleased to announce our partnership with Miller Meiers, an award-winning marketing and advertising agency in Kansas City and Lawrence, KS.Mobile is here. Customers expect to have access to a brand anywhere and at anytime all within the...Read More

Health and Wellness Rewards: Using Incentives to Drive Engagement and Healthy Behaviors

  • November 04 2014
  • Resource: Loyalty Today

Rewards don’t always have to drive purchases – they can also be used to foster important lifestyle changes to increase health and wellness consumerengagement.Health care has been undergoing significant changes in the U.S., and...Read More

Have You Asked Your Customers About the Branch?

  • November 02 2014
  • Resource: Loyalty Today

Figuring out how to deliver the “branch of the future” can be a daunting task in an ever-changing marketplace. Do you know what your customers want, need or expect now? Have you asked them?And if you have, what changes are you thinking...Read More

Customer Interaction Analytics Is the "New Black"

  • October 31 2014
  • Resource: Loyalty Today

Are you looking for ways to glean important insights from your customers—then make business-impacting decisions from them? Then plan to attend a free one-hour webinar on Wednesday, November 5 at 11 a.m. ET called “Customer Interaction...Read More

Kansas City Companies Partner to Provide In-App Marketing Strategy, Technology and Personalized Customer Experiences

  • October 29 2014
  • Resource: Loyalty Today

We are pleased to announce our partnership with Miller Meiers, an award-winning marketing and advertising agency in Kansas City and Lawrence, KS.Mobile is here. Customers expect to have access to a brand anywhere and at anytime all within the...Read More

Is Your Preference Center Designed Responsively?

  • October 29 2014
  • Resource: Loyalty Today

According to recent Neilsen research, time spent using smartphones now exceeds Web usage on computers in the U.S., U.K. and Italy1. That’s wonderful news for smartphone manufacturers and a troubling statistic for any company whose preference...Read More

6 Signs Your Personalized Marketing Efforts Aren’t That Personalized

  • October 29 2014
  • Resource: Loyalty Today

It’s no secret that when it comes to marketing, retailers are increasingly shifting more and more of their resources toward delivering a personalized experience for their customers. However, while most retailers will tell you that their...Read More

Raising the Bar on Customer Engagement

  • October 27 2014
  • Resource: Loyalty Today

More and more organizations today are developing strategies to put in place with the goal of exceeding customer needs and expectations. This week Verint took part in a Frost and Sullivan Executive MindExchange conference focused on customer...Read More

[Podcast] Loyalty Best Practices Part 1: Barriers to Participation

  • October 21 2014
  • Resource: Multimedia

Loyalty Best Practices Part 1: Barriers to ParticipationRead More

[Podcast] “They’ll Never Forget…”

  • October 21 2014
  • Resource: Multimedia

[Podcast] “They’ll Never Forget…”Read More

[Podcast] Taco John’s® Teams Up with InMoment to Optimize Customer Feedback

  • October 21 2014
  • Resource: Multimedia

[Podcast] Taco John’s® Teams Up with InMoment to Optimize Customer FeedbackRead More

iBeacons Help Local Retail Merchants Engage with Mobile Customers

  • October 21 2014
  • Resource: Loyalty Today

The leading mobile shopping app in the Kansas City metro, FINDit Video & Loyalty, now offers its 350 merchant clients the ability to integrate iBeacon technologyto target and connect with shoppers in real time.FINDitKC, a digital media...Read More

[Podcast] New Balance Reshapes Customer-centric Path Toward Loyalty

  • October 21 2014
  • Resource: Multimedia

New Balance Reshapes Customer-centric Path Toward LoyaltyRead More

[Podcast] Publix Super Markets Treats Customers Like Royalty

  • October 21 2014
  • Resource: Multimedia

Publix Super Markets Treats Customers Like RoyaltyRead More

[Podcast] The Millennial Traveler: How To Attract Tomorrow’s Economic Rising Stars

  • October 21 2014
  • Resource: Multimedia

The Millennial Traveler: How To Attract Tomorrow’s Economic Rising StarsRead More

[Podcast] 3 Ways to Optimize CX via Mobile Appointments Reminders

  • October 21 2014
  • Resource: Multimedia

3 Ways to Optimize CX via Mobile Appointments RemindersRead More

[Podcast] Customer Experience is Loyalty’s Vinyl LP

  • October 21 2014
  • Resource: Multimedia

[Podcast] Customer Experience is Loyalty’s Vinyl LPRead More

Loyalty Management Industry Trends

  • October 14 2014
  • Resource: Loyalty Today

I have identified three trends that are having great impact on the management of customer loyalty and incentive programs:Pricing and offering of retail e-commerce solutionsMobile adoption and user expectationsNeed to redeem at retailHistorically...Read More

The Cleaning Aisle: How to Maintain Customer Loyalty When Brands are Reinventing Products?

  • October 09 2014
  • Resource: Loyalty Today

Consumers have even seen significant format and new product changes: from liquids and powders, bleaches for whites, stain removers and pre-treaters, all-in-one detergents,  fabric softeners, varying temperature detergents, biodegradable...Read More

One Size No Longer Fits All!

  • October 02 2014
  • Resource: Loyalty Today

As today’s discerning consumers increasingly demand to be treated as individuals and receive offers tailored to their interests, personalisation has inevitably become a hot topic.  By knowing what people buy, how much they buy, when and...Read More

Watch your Language: Text Analytics Webinar Preview with Spencer Morris, InMoment

  • October 02 2014
  • Resource: Multimedia

Sticks and stones may break some bones, but words can bolster your business.Words in the form of customer feedback possess a real power to build up or harm company assets. In a time where masses of data can cloud a company’s outlook, the...Read More

Leaders – Managing the Brand Starts with You

  • September 28 2014
  • Resource: Loyalty Today

As I’m sure you would agree, anyone in a leadership position has a tough job. They have expectations to meet, metrics to measure, goals to achieve, deadlines to hit, and maybe the most difficult but most important, a team of individuals to...Read More

Q&A with Cameron Clayton of The Weather Company

  • September 24 2014
  • Resource: Loyalty Today

Weather is nature’s original mobile app: it happens to everyone, everywhere, 24 hours a day. Perhaps that explains why The Weather Company has been such a huge hit with mobile audiences. The company was an early mobile adopter, creating its...Read More

Discounting is Here to Stay - Or is It?

  • September 22 2014
  • Resource: Loyalty Today

With the option to buy via several different channels, shoppers have become very aware of choosing the best price and often wait for the now inevitable – and seemingly ever present – sales. But is discounting really the most effective...Read More

Find Out What Your Customers Are Thinking

  • September 03 2014
  • Resource: Loyalty Today

Keeping an organization running smoothly every day is challenging enough. However, that’s only part of the picture. Are you listening to your customers today to know what you’ll need to do to run your business smoothly tomorrow?One way...Read More

Geo-aware Marketing – The New Dimension

  • September 02 2014
  • Resource: Loyalty Today

Many popular apps rely on geolocation technology to provide local information on things like the weather, restaurants and cinemas.  People are also very familiar with navigation software and geotagging their locations via social media. ...Read More

Managing Your Online Reputation is Easy

  • July 23 2014
  • Resource: Loyalty Today

I often get asked, “How can you help me manage my company’s online reputation?” I know those inquiring are not asking for help in dealing with the glowing customer testimonials they have received on Twitter, Yelp, Facebook, and...Read More

Put your Data to Work: Webinar Preview with DataCandy's Luc Garneau

  • July 14 2014
  • Resource: Multimedia

Click to register for this upcoming webinar presented by DataCandy!Loyalty360 sat down with Luc Garneau, VP of Strategic Consulting Services at DataCandy, who gave a sneak peek into his upcoming Webinar to be held August 12, 2014 at 1:00pm EDT...Read More

Speech or Text – That Is the Question

  • July 09 2014
  • Resource: Loyalty Today

Speech analytics and text analytics are extremely valuable tools in the battle for that precious data contained in recorded conversations with customers and in the text-based channels where they regularly communicate.Text and speech analytics...Read More

2014 Update of Business Trends from the Trenches: Rebranding Is Really Ramping Up

  • June 20 2014
  • Resource: Loyalty Today

While looking for a little inspiration to write this post, I came across a Forbes article about business trends in 2014. One of the top trends identified is company rebranding. The article is quick to mention that “while external rebranding...Read More

Thanks Social Media – Our Average Attention Span Is Now Shorter Than Goldfish [SLIDESHARE]

  • June 02 2014
  • Resource: Loyalty Today

On October 9, 1999 I married the love of my life. The following day we were whisked off tobeautiful Hawaii for an amazing honeymoon trip we still talk about now almost 15 years ago.2 days into our trip, I was videotaping the sunset and noticed on...Read More

Better Demand Generation Marries Data And Content [INFOGRAPHIC]

  • May 23 2014
  • Resource: Loyalty Today

I’ve talked before about how big data is driving content marketing. And also earlier this week about how customer insights are becoming the main competitive differentiation between old-school traditionalists and modern...Read More

What is the Value of Integration? [ORC International Webinar Preview]

  • May 20 2014
  • Resource: Multimedia

Integrate Your Customer Experience and Employee Engagement Initiatives to Drive Business PerformanceMany organizations are recognizing that it is absolutely essential to align employee engagement and customer experience initiatives with...Read More

What is the Significance of Brand Perception & Employee Engagement? [ORC International Webinar Preview]

  • May 14 2014
  • Resource: Multimedia

Integrate Your Customer Experience and Employee Engagement Initiatives to Drive Business PerformanceMany organizations are recognizing that it is absolutely essential to align employee engagement and customer experience initiatives with...Read More

Rochester, Boston, US Airways, The Hilton: One Story to Bind Them All

  • May 12 2014
  • Resource: Loyalty Today

It was April 15, and I was getting ready to undertake the long journey from Rochester to my hometown, Bangalore. As excited as I was, there was also a bit of trepidation, since Rochester’s famously unpredictable clouds...Read More

How Is Quality Monitoring Evolving?

  • April 30 2014
  • Resource: Loyalty Today

The “Q” in QM stands for “quality,” but the definition of quality has evolved over the years. Some people look at the Q in terms of Quality Assurance, or sometimes Management, rather than the traditional “Monitoring...Read More

Bridging the Retail Physical and Digital Customer Divide

  • April 29 2014
  • Resource: Loyalty Today

With all the talk about customers and their use of multiple channels to reach that purchasing decision, physical retail stores retain one distinct advantage: face-to-face time with the customer. Forrester updated their customer life cycle diagram...Read More

Loyalty Landscape: State of the Industry

  • April 17 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Loyalty Landscape is an honest and confidential evaluation of the most important and dynamic facet of marketing: Customer Loyalty! Loyalty360, through our proactive outreach, has been collecting loyalty marketing data over the past year....Read More

Loyalty360 Webinar Preview: .CLUB Domains

  • April 17 2014
  • Resource: Multimedia

Read More

Good Stories, Not Noise

  • April 17 2014
  • Resource: Loyalty Today

Despite the promises that gaming, the internet and choose-your-own adventure books would destroy linear storytelling, it seems to be here to stay. Maybe more than ever before, we're drowning in stories: from clever tweets and status updates to...Read More

The Loyalty360 Awards

  • April 08 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Congratulations to the winners of the inaugural Loyalty360 Awards presented March 17 at Loyalty360’s 7th Annual Loyalty Expo at the Hyatt Grand Cypress in Orlando, Florida. Thirty-five finalists representing some of the world’s top...Read More

Is Your Loyalty Program Positioned to Deliver Maximum Financial Success?

  • April 08 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Do you ever wonder where your loyalty program stacks up against your competition and if it delivers the greatest financial impact? If so, you won’t want to miss this workshop!Join Kobie Marketing as we illustrate the best way to effectively...Read More

Using Rewards to Connect with Customers and Build Loyalty

  • April 03 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Engaging customers is a key element in building loyalty.  Brands need to track and identify critical lifecycle stages of their customers and then target appropriate engagement activities.  Rewards can be an effective engagement strategy,...Read More

Love Your Detractors

  • April 03 2014
  • Resource: Loyalty Today

If you’ve ever taken a customer survey, chances are, you’ve been asked how likely you are to recommend a particular product, service, or company to someone you know. It’s the common standard among satisfaction surveys. According...Read More

Rational and Emotional Loyalty in Balance

  • April 01 2014
  • Resource: Multimedia
  • "| Member Exclusive"

In the age of mobility, device proliferation and the always-on consumer, marketers need a clear roadmap to avoid the pitfalls of the shifting loyalty marketing landscape. What should the new goals for retail marketers be, and how can we combine...Read More

Dissecting an Effective Customer Engagement Program

  • April 01 2014
  • Resource: Multimedia
  • "| Member Exclusive"

What makes for an effective customer engagement program? Customer loyalty is important. But loyalty is only one of a long list of customer behaviors that can drive profitability and market value. In today’s competitive environment, the best...Read More

Managing a Successful Global B2B Loyalty Rewards Program

  • April 01 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Rewards programs….every manufacturer has them and everyone knows the challenges in putting together a single rewards program that works in a variety of regions. The complexities of crafting a single rewards solution quickly become...Read More

State of the Loyalty Industry: A Discussion with the Loyalty360 Award Winners

  • April 01 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Read More

The Terrain is Everything: Unveiling the Loyalty Landscape

  • April 01 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Read More

Differentiated Customer Experiences That Combat Churn and Drive Loyalty

  • March 27 2014
  • Resource: Multimedia
  • "| Member Exclusive"

There are many tactics for driving loyalty within a company’s existing customer base. Yet, the first impressions with a new customer allow for the most opportunity to set the relationship up for success. The first set of touch points...Read More

Introducing the 2014 Loyalty Social Survey: What U.S. Consumers Are Telling Each Other About Brand Loyalty (and What They Could be Telling You, Too)

  • March 27 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Perception is reality in today’s socially-enabled, hyper-connected culture where consumers can and do say anything and everything online about their brand experiences. Those consumer-to-consumer interactions represent an unprecedented...Read More

The New Look of Loyalty: Digital, Social, Mobile, Real-time Delivers 5X Results

  • March 27 2014
  • Resource: Multimedia
  • "| Member Exclusive"

The constantly connected, social-savvy, mobile-minded, customer of today demands immediate gratification - leaving significant issues and much to be desired by today's typical loyalty programs. However, it is now possible to reach and reward...Read More

Personalization: Intimacy or Intimidation

  • March 27 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Scott Friesen, Director of Customer Insights and Marketing Analytics, Ulta Beauty; Eric Williams, Principal, E2 Innovation Group; Mike Blyth, Chief Operating Officer, Aginity and Bob Anderson. VP Global CRM Solutions, AIMIAShopping...Read More

Loyalty’s Growing Role in Maintaining Customer Relationship

  • March 26 2014
  • Resource: Multimedia
  • "| Member Exclusive"

In the face of growing concern by consumers about privacy and increased government legislation around how customers can be contacted - consistent, content rich loyalty programs are the bridge for maintaining and growing your customer base.  ...Read More

A Happy Marriage – When Strategy Meets Technology

  • March 26 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Developing your loyalty marketing strategy and implementing it with state of the art technology is a formula for success!  Epsilon’s Agility Loyalty solution enables marketers to think outside of the box and develop programs that...Read More

Creating a Global Loyalty Coalition Brand

  • March 26 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Thanks Again is a global loyalty coalition brand centered around airports as a reward hub.  This unique program is managed on a secure, scalable card linked loyalty technology platform that is directly integrated with the ...Read More

A New Frontier in Loyalty: Why Non-traditional Industries are Now Embracing Loyalty as a Competitive Differentiator and Critical Tool for Growing Their Business by Building Consumer Advocacy

  • March 25 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Scott Robinson, Senior Director, Loyalty Consulting & Solutions, Maritz Loyalty Marketing & Kerry Bullock, Brand Manager, Healthy Essentials, Johnson & Johnson Loyalty is a deeply entrenched marketing tool for financial...Read More

Enhancing Loyalty and Retention by Turning Every Customer Into a Fan

  • March 25 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Gregg Sauter, Vice President of Business Development and Marketing, Saskatchewan Roughriders Football Club & Ruby Newell-Legner, Fan Experience Expert, 7 Star Service Research proves that customers who have a better experience come...Read More

Not Your Father’s Loyalty & Rewards Program

  • March 25 2014
  • Resource: Multimedia
  • "| Member Exclusive"

What happens when an exec running Air Canada’s Aeroplan loyalty program becomes the Chief Marketing Officer of North America’s 4th largest public transit organization, Société de transport de Montréal (STM...Read More

Living Loyal: Transitions Optical Focuses on the Journey to True Brand Loyalty

  • March 25 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

Ownership: A Powerful “Behavioral Currency”

  • March 25 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Establishing brand loyalty can help companies stay relevant amid competition, increase positive word of mouth and maintain or increase sales during rough economic times. However, brands are often faced with finding new and innovative ways to build...Read More

Integrated Loyalty and Customer Segmentation: From Product-centric to Customer-centric and Incremental Revenue

  • March 25 2014
  • Resource: Multimedia
  • "| Member Exclusive"

As the leading animal pharmaceutical company, Merial faces brutal competition across all aspects of its business, especially with a brand like Frontline coming off patent and new brands entering the market.  With new parent company...Read More

Delivering on the BIG Data Promise: Where’s the ROI?

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

According to Gartner Research, 64% of organizations have invested in big data technology or plan to do so soon.  Enhanced customer experience and more targeted and personalized marketing are among the top five purposes for investing in and...Read More

Evolving a Loyalty Program

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

Thought Leadership from the Inside Out

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Many companies today strive to be “thought leaders,” but only a select few truly live up to that aspiration. Thought leadership requires a unique point of view, the ability to provide valuable information, and a layered approach to...Read More

Fitting Big Data into a Not-So-Big Budget

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

In this session, we’ll share with you how brands have taken advantage of big data tools on what some would consider shoe-string budgets. We’ll give you concrete examples of big data discoveries. Before you leave the session, you'll...Read More

Tuning In and Turning On: Cultivating Customer Engagement Data to Drive Loyalty

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Don Smith, Senior Vice President, Consumer Innovation and Insights, Brierley+Partners and Kim Matlock, Hard Rock International, Senior Director, Digital and Customer Relationship ManagementAs brands seek to expand their single view of...Read More

New Frontiers in Relationship Loyalty Research

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

This session offers a glimpse into GfK’s latest explorations in global loyalty management and articulates a fresh perspective on customer loyalty.  The initiative acknowledges a more holistic perspective: customer relationships are...Read More

Testing 1,2,3…4,5,6: 9 Lessons Learned From 6 Loyalty Pilots

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Getting top-down, bottom-up buy inSetting expectations for program resultsRolling legacy pilot members into a new pilotAnd 6-other game-changing lessons learned from a half dozen loyalty pilotsIn this session Bloomin’ Brands’ VP...Read More

Customer and Employee Experience 2.0

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

Today, most organizations have recognized the importance of genuine customer engagement, as it drives loyalty and ultimately success. But delighting the customer starts with your employees.  Customer and employee engagement go hand in hand...Read More

The Science Behind Creating an Integrated Loyalty Strategy

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

A key challenge in loyalty marketing is ensuring that programs and tactics work together to foster loyalty across the entire customer base – without over- or under-investing in particular customer segments.  Developing a clear...Read More

Harnessing the Full Power of Social to Drive Loyalty

  • March 24 2014
  • Resource: Multimedia
  • "| Member Exclusive"

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

Loyalty Expo 2014 Preview: Jeff Nicholson from Provenir

  • March 03 2014
  • Resource: Multimedia

Loyalty360 invites you to take a sneak peek into the 2014 Loyalty Expo sessions with our Speaker Interview Series! For more information or to register, visit www.loyaltyexpo.com!Read More

Loyalty Expo 2014 Preview: Brenda Higuchi from Exchange Solutions

  • February 27 2014
  • Resource: Multimedia

Loyalty360 invites you to take a sneak peek into the 2014 Loyalty Expo sessions with our Speaker Interview Series! For more information or to register, visit www.loyaltyexpo.com!Read More

Loyalty Expo 2014 Preview: John Bartold from Epsilon

  • February 20 2014
  • Resource: Multimedia

Loyalty360 invites you to take a sneak peek into the 2014 Loyalty Expo sessions with our Speaker Interview Series! For more information or to register, visit www.loyaltyexpo.com!Read More

Loyalty Expo 2014 Preview: Joe Disharoon from Epsilon

  • February 18 2014
  • Resource: Multimedia

Loyalty360 invites you to take a sneak peek into Loyalty Expo 2014 sessions with our Speaker  Interview Series! Read More

Do You Know Why Customers Are Calling?

  • February 12 2014
  • Resource: Loyalty Today

Contact center agents are trained to be courteous, but using a pleasant voice means little to an angry mother when an order with guaranteed delivery doesn’t arrive in time for her daughter’s birthday. In such cases, consumers usually...Read More

Co-Creating Purposeful Loyalty with Customers – and Their Data

  • February 10 2014
  • Resource: Multimedia

This week, IBMs Institute for Business Value Global Consumer Study found that many customers will share their data with retailers or brands - but that they expect a few things in return. Specifically, they want customized offers tailored to their...Read More

It’s (Still) That Most Wonderful Time of the Year

  • February 05 2014
  • Resource: Loyalty Today

As we discussed in Part 1 of this series, the New Year is a great time to review your customer experience efforts—to see what’s worked, what didn’t, and plan ahead for the future. Making the move forward from simple...Read More

Clienteling: Power to the Sales Associate

  • February 05 2014
  • Resource: Loyalty Today

“ 92 % of companies recently surveyed by Forrester Research agreed that customer experience is a top priority, yet nearly half admitted that they don’t have the resources needed to give customers what they really want...Read More

It's That Most Wonderful Time of the Year

  • January 27 2014
  • Resource: Loyalty Today

Truly, this is my favorite time of the year. No, not because the winter is finally here in full force, please! Snow storms, cancelled school, and frenzied people on the roads do not get me excited. But the chance to review my customer experience...Read More

Why Health Plans Have To Get Member Obsessed in 2014

  • January 22 2014
  • Resource: Loyalty Today

In part 1 and part 2 of this series, we discussed the challenges and opportunities of the Affordable Care Act (ACA), as well as the importance of listening—carefully—to healthcare plan members.While driving numerous...Read More

Customers Want Smarter and Engaging Digital Experiences

  • December 18 2013
  • Resource: Multimedia

More and more, online consumers are impatient when trying to purchase online. Many expect answers to their problems instantly, similar to the type of help they would get in-store, suggesting that email and phone customer services alone are not...Read More

New Study: Hispanics are Actively Engaged on Social Media after Acquiring Loyalty Cards

  • December 18 2013
  • Resource: Multimedia

Nearly two-thirds of Hispanic shoppers' social posts about loyalty programs occur after a purchase has been made, and as much as 20% of the conversation around loyalty programs comes from non-members, according to a new study released by omni...Read More

How Loyalty is Moving Digital Wallets to the Mainstream

  • December 18 2013
  • Resource: Multimedia

Crossing the Chasm, a landmark 1991 book, explored the challenges high-technology markets face while moving from obscurity to ubiquity – early adopters and mainstream users have very different needs. What’s needed, the author argued...Read More

CrowdTwist Musings: "1-1 Revisited"

  • December 10 2013
  • Resource: Multimedia

Nothing compares to power of recognizing people for who they are. Being acknowledged and appreciated serves to build stronger bonds between people and brands. Big business can learn a lot from how small business approaches personalization and a...Read More

Measuring Loyalty: Are You Missing the Point?

  • December 04 2013
  • Resource: Loyalty Today

Excerpt from MediaPost:For years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, passives and detractors...Read More

Getting Beyond "Guessing": Steven Hoffman from Exchange Solutions

  • December 02 2013
  • Resource: Multimedia

Steven Hoffman, President & CEO at Exchange Solutions, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including his company’s loyalty initiatives, what factors influenced those initiatives...Read More

Providing Unique Added Value: Jeanne Chapman from Entertainment

  • November 25 2013
  • Resource: Multimedia

Jeanne Chapman, Executive Vice President of Corporate Marketing Solutions at Entertainment, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including her company’s loyalty initiatives, what factors...Read More

Putting the Customer into Your Quality Monitoring Efforts

  • November 22 2013
  • Resource: Loyalty Today

In part one of this blog series, we reviewed traditional quality monitoring (QM) and its shortcomings. We also explored how speech and text analytics can help improve the historical approach to QM by enabling the identification and categorization...Read More

Igniting the Customer Relationship through the Voice of the Employee

  • November 20 2013
  • Resource: Multimedia

Would it surprise you to know that there is a direct correlation between employee engagement and customer satisfaction? Want to learn how you can leverage voice of the employee (VoE) feedback to drive employee and customer satisfaction, brand...Read More

Wholly Guacamole: 10 Things We Learned About Social Media (hint: it’s not about guacamole)

  • November 19 2013
  • Resource: Multimedia

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 time - It's not about us, it&...Read More

Customizing for the Masses - Hear How Luxottica Does It

  • November 19 2013
  • Resource: Multimedia

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

Leveraging Analytics to Boost Engagement - Tamara Gruzbarg from GILT

  • November 19 2013
  • Resource: Multimedia

 Tamara Gruzbarg, Senior Director of Customer Analytics & Research at Gilt, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including her company’s loyalty initiatives, what factors influenced...Read More

How to Use Smarter Video to Deliver a Differentiated Welcome Experience

  • November 15 2013
  • Resource: Multimedia

The current state of the insurance market is characterized by increased commoditization, eroding customer loyalty, and ballooning marketing spend. This has heightened the competitive environment, putting increased pressure on leading insurers to...Read More

Olay ‘Eye & Lash Duo’ Wows Times Square

  • November 14 2013
  • Resource: Multimedia

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

If You Can’t Control It, Enable It!

  • November 14 2013
  • Resource: Multimedia

This interactive panel will explore how to leverage loyalty and sophisticated CRM to drive multi-channel engagement including next best offers and enhanced customer experiences. In a world where channels are added daily and there are a growing...Read More

The Power of Progressive Profiling

  • November 13 2013
  • Resource: Multimedia

The most important word in relationship marketing is relationship, but true relationship takes time and requires a deep level of understanding and trust. Is there a way to speed up that process and move customers more quickly along the...Read More

Driving Franchisee Engagement: a B2B Results Story

  • November 13 2013
  • Resource: Multimedia

Join us to learn how Hilton Worldwide and its nine hotel brands have transformed their global franchise owner relationships to build engagement with hotel owners all over the world. With a unique data management solution, everyone that touches...Read More

How to Turn Social Feedback & Communities into Customers and Increased Spend

  • November 13 2013
  • Resource: Multimedia

The founders of a mobile technology company, a destination marketing firm, and an auto mall walk into a conference. No, it’s not the beginning of a joke; it’s the story of three fiercely energetic entrepreneurs and how their use of...Read More

Customer Service in a Changing World

  • November 13 2013
  • Resource: Multimedia

Roger Woolley has more than 20 years of marketing and product management experience in the high-tech industry, with a special interest and background in driving the development of Workforce Optimization (WFO) and Voice of the Customer (VoC...Read More

Siemens Voice of the Customer – Engineering Innovative Experiences

  • November 13 2013
  • Resource: Multimedia

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

Moving Past Punch Cards

  • November 13 2013
  • Resource: Multimedia

Merchants are looking for an easy loyalty program that works, but the challenge is that most loyalty programs require consumers to carry punch cards, magnetic stripe rewards cards, or mobile phone apps. Consumers do not want to carry punch or...Read More

Planes, Trains & VoC: How We Use Technology To Deliver Better, Quicker, Smarter (Insights)

  • November 13 2013
  • Resource: Multimedia

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

Taking Loyalty to the Next Level - Emily Collins from Forrester

  • October 29 2013
  • Resource: Multimedia

Emily Collins, Customer Loyalty Analyst at Forrester, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including her company’s loyalty initiatives, what factors influenced those initiatives, customer...Read More

Rekindling the In-store Flame

  • October 21 2013
  • Resource: Loyalty Today

“You can look but you can’t touch,” means many - sometimes inappropriate - things for a lot of different people, but personally it takes me back to my childhood. For as long as I remember, the moment I’d enter a store with...Read More

Loyalty Solution Design: Preview of Maritz Loyalty Marketing Webinar

  • October 10 2013
  • Resource: Multimedia

Webinar Title: Loyalty Solution Design: Optimizing to Stand Out in a Cluttered Market Date & Time: October 22, 2013 at 1pm ETLoyalty 360 Hosts a Webinar Presented by Maritz Loyalty Marketing, which will showcase best practices...Read More

A Perspective on Rogers Communications Launching a Co-branded Credit Card Program

  • October 07 2013
  • Resource: Multimedia

Launching a co-branded credit card program may not be a big deal in the U.S., but in Canada it’s a bit different especially when a non-bank – Toronto-based telecommunications company Rogers Communications – is involved, according...Read More

Rewarding Loyal Customers - Tessa Burg from Sparkbase

  • October 03 2013
  • Resource: Multimedia

Tessa Burg, Vice President of Product & Program Management at Sparkbase, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including her company’s loyalty initiatives, what factors influenced those...Read More

Improve Your Contact Center Agent Performance Through Customer Experience Management

  • September 24 2013
  • Resource: Loyalty Today

Customers’ satisfaction rates with contact center experience have universally dropped four years in a row, Forrester Research reports.[1] And only 26% of consumers responded positively when asked if they believe contact...Read More

Social Analytics & Mobility - Neeraj Sripuram from IBM [Meet the Speaker Series]

  • September 19 2013
  • Resource: Multimedia

Neeraj Sripuram, Associate Partner, IBM SAP Mobility & Innovation CoE, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including his company’s loyalty initiatives, what factors influenced...Read More

Deception vs. Perception

  • September 18 2013
  • Resource: Loyalty Today

Adding Value to Your Consumers Lives  We’ve all grown up hearing it: “things are not what they seem.” And though it seems to be a deceitful and menacing concept, it has become the strongest tool in the marketplace’s...Read More

What Did Seven Days of Customer Emails Bring Me?

  • August 27 2013
  • Resource: Multimedia

As I think about the upcoming Engagement & Experience Expo, while reflecting on the concept of expectation matching, I decided to do a little market research. For the last week, I tracked all emails I received from both B2B and B2C...Read More

Brands Should Focus on Their Most Loyal Customers

  • August 27 2013
  • Resource: Multimedia

When developing or enhancing a loyalty program, brands should focus on their most loyal customers – and not on acquiring new ones, according to David Robinson, senior marketing lecturer at the University of California-Berkeley. Robinson...Read More

What’s Old is New with Customer Loyalty at Fairytale Brownies

  • August 15 2013
  • Resource: Multimedia

David Kravetz, Co-founder, Catalog & Web Team Leader, at Fairytale Brownies, told Loyalty 360 that his company began discussing loyalty initiatives and/or programs a few years back and were unsure which path to take. During an engaging...Read More

Thought Leadership Series: Peter Vogel from Plink

  • August 13 2013
  • Resource: Multimedia

Peter Vogel, Co-founder and CEO at Plink, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including his company’s loyalty initiatives, what factors influenced those initiatives, customer feedback...Read More

Meet The Speaker Series: Bob Grothe, Vice President of Strategy and Analytics & Loyalty and Reward Solutions at MasterCard

  • August 09 2013
  • Resource: Multimedia

  Through the Loyalty 360 Meet the Speaker series we invite you to get a sneak peek into the upcoming webinar Rewards in Interesting Times. Bob Grothe, Vice President of Strategy and Analytics & Loyalty and Reward Solutions at...Read More

Thought Leadership Series: Tracey Moss from Hilton Worldwide

  • August 09 2013
  • Resource: Multimedia

Tracey Moss, Director of Owners Loyalty at Hilton Worldwide, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including her company’s loyalty initiatives, what factors influenced those initiatives...Read More

Thought Leadership Series: Beata Kovacs from Deutsche Telekom

  • August 07 2013
  • Resource: Multimedia

Beata Kovacs, Head of CRM at Deutsche Telekom, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including her company’s loyalty initiatives, what factors influenced those initiatives, customer...Read More

Beyond Boundaries: How to Succeed in Taking Your Retail Brand International

  • July 25 2013
  • Resource: Multimedia

We have reached the point where it has become impossible to neglect the impact and importance of “international” in retailing. Whether it is Zara or H&M, Ikea or Sephora, Aldi or Amazon, the list of leading retail companies now...Read More

The Secret to Super Sized Customer Service

  • July 25 2013
  • Resource: Multimedia

Customer service in the today’s economy needs to be “super-sized.” If ever there were a time when a business could get away with offering a good product without caring about customer satisfaction, that time is long gone.Read...Read More

Increase Customer Loyalty with Better Organization

  • July 25 2013
  • Resource: Multimedia

Most companies know that it’s less expensive to keep existing customers than to acquire new ones – right?  I thought about this the other day after reading a LinkedIn post showcasing a time-tested list of data points...Read More

Why We’re Destined to Become More “American” With Our Loyalty Programs

  • July 19 2013
  • Resource: Loyalty Today

Canada and the US are different. Canadians (and Americans) love to point out this fact. According to a recent report by COLLOQUY, on average, Canadians are active members of fewer loyalty programs when compared to Americans, 6.4 and 7.1...Read More

Thought Leadership Series: Jerry Preyss from Interbrand (Preview)

  • July 19 2013
  • Resource: Multimedia

  Jerry Preyss, CEO at Interbrand, participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including his company’s loyalty initiatives, what factors influenced those initiatives, customer feedback...Read More

Thought Leadership Series: Euan White from dunnhumbyUSA

  • July 09 2013
  • Resource: Multimedia

Euan White, Senior Vice President at dunnhumby participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including his company’s loyalty initiatives, what factors influenced those initiatives, customer...Read More

As Wildfires Rage, Insurance Companies Turn to Location Intelligence to Mitigate Risk

  • July 03 2013
  • Resource: Loyalty Today

The recent Black Forest fire near Colorado Springs was deemed the most destructive wildfire in Colorado’s history. It destroyed at least 509 homes and killed two people. And, last month, two raging wildfires in Colorado and Arizona caused...Read More

Thought Leadership Series: Jason Phillips from Bridge2 Solutions

  • June 25 2013
  • Resource: Multimedia

Jason Phillips, Senior VP of Product Strategy at Bridge2 Solutions participated in a Q&A with Loyalty 360 and offered insights on a variety of topics, including his company’s loyalty initiatives, what factors influenced those...Read More

Driving Innovation in Loyalty – An Integrated Solution of Issuer Rewards and Merchant Offers

  • June 25 2013
  • Resource: Multimedia

Customer lifestyles and preferences have been evolving, forcing issuers and merchants to keep up with customers changing needs and expectations. Loyalty innovations are enabling cardholders to save wherever and however they shop.  To...Read More

Customer Intelligence Made Easy : A Step by Step Process to Build Profitable Customer Relationships

  • June 25 2013
  • Resource: Multimedia

These days everyone is talking about data! As marketers, we all agree that transforming data into meaningful customer intelligence will enable us to better identify opportunities and devise strategies to create and maintain profitable customer...Read More

Power to the People : A New Model for Customer- First CRM

  • June 25 2013
  • Resource: Multimedia

Customers are becoming their own CMOs, defining their own marketing mix, and deciding which businesses and messages will make the cut. In this hyper-connected, hyper-competitive, customer-driven world, creating sustainable business growth...Read More

Leveraging Mobile Loyalty to Increase Brand Loyalty and Drive Traffic to Your Business

  • June 21 2013
  • Resource: Multimedia

In 2011, Forrester Research predicted that marketers and merchants will take the training wheels off mobile programs and start investing in cohesive mobile marketing and commerce strategies. For many, the question is how? A merchant seeing...Read More

How to Use Contextualized Video Experiences to Foster Deeper Engagement & Loyalty

  • June 21 2013
  • Resource: Multimedia

Today, marketers are seeking innovation opportunities to engage customers in a deeper, more relevant manner at all touch points. Smart applications of video leverage profile, historical and situational data to speak to the consumer as an...Read More

Cool to Creepy: Balancing Personalization with Privacy

  • June 21 2013
  • Resource: Multimedia

What a paradox: Program Members increasingly crave more personalization, and are willingly share information about themselves, but they’re also increasingly concerned about privacy.  So, what is the proper balance between delivering...Read More

Nu Skin Steps to Success

  • June 21 2013
  • Resource: Multimedia

Nu Skin always had their customers in mind first, from how they develop their products to building customer relationships.  They had in place a loyalty initiative which allowed their customers to register and earn different points...Read More

How Modern Marketing Works

  • June 21 2013
  • Resource: Multimedia

Big data has allowed marketers to get more detail than ever before about their customers. With big data comes big challenges. As customers expect a more personal connection with brands and their offerings, organizations are struggling with data...Read More

Laying the Mobile Foundation: Creating and Utilizing Mobile Databases for Loyalty Programs

  • June 20 2013
  • Resource: Multimedia

Loyalty programs are being transformed by mobile technology, utilizing them to build personal and long-lasting customer relationships. But many programs are at a crossroads of how to mobilize their databases or how to build one from the ground up....Read More

Connecting Data and Relationship Marketing to Drive Emotional Loyalty

  • June 20 2013
  • Resource: Multimedia

While loyalty has been increasingly attached to payments since American Express first funded triple miles in the 1980s, the convergence is increasingly universal.  What is changing is that payments are increasingly attached to, and driving...Read More

Thought Leadership Series: Anu Shukla from RewardsPay

  • June 20 2013
  • Resource: Multimedia

  Thought Leadership Series: Anu Shukla from RewardsPay. Read More

Listening to the Customer Pays Off at JetBlue

  • June 18 2013
  • Resource: Multimedia

Many brands pay lip service to the ongoing quest of “listening to the customer”, but at JetBlue Airways it’s not just another catchphrase. It’s an abiding belief that drives the company on a daily basis. Just ask David...Read More

Loyalty 360 Interview: Laura Rick of the Miami Dolphins

  • June 18 2013
  • Resource: Multimedia

Laura Rick is Director of Member Retention for the Miami Dolphins and Sun Life Stadium. The Dolphins launched The Fin Club loyalty rewards program last year. How would you like to take a limo to a Miami Dolphins home game on the teams tab? Or how...Read More

Engendering Loyalty

  • June 17 2013
  • Resource: Multimedia

Report from the trenches – At Dunkin’ Donuts, loyalty runs a lot deeper than just coffee and donuts. Hear from Marianne Balfour, Dunkin’s’ Loyalty Manager on Dunkin’s approach to loyalty, recent wins and lessons...Read More

Thought Leadership Series: Jennifer Schmitt from Siemens

  • June 17 2013
  • Resource: Multimedia

  Thought Leadership Series: Jennifer Schmitt from Siemens Read More

Reflections from the "Back of the Bus" -- The Status of Loyalty Programs, Email Abandonment, and Quick Takes

  • June 14 2013
  • Resource: Loyalty Today

The challenge of relevance; an opportunity for loyalty marketers Loyalty 360 has had the good fortune of hosting two recent webinars that were comprehensive loyalty studies on the state of the loyalty market by Colloquy and Maritz. Although there...Read More

Thought Leadership Series: TIBCO Loyalty Lab

  • June 11 2013
  • Resource: Multimedia

Thought Leadership Series: TIBCO Loyalty Lab Read More

Thought Leadership Series: Rajat Paharia from Bunchball

  • June 07 2013
  • Resource: Multimedia

Thought Leadership Series: Rajat Paharia from Bunchball   Read More

Webinar Preview: Presented by LoyaltyOne

  • June 07 2013
  • Resource: Multimedia

In 2011, the average consumer was a member of 18 programs with an astounding 2-billion loyalty program memberships in the United States according to the 2011 COLLOQUY CensusTalk white paper. Two years later, new research has confirmed that the...Read More

Inoculate Your Most Profitable Customers Against the Inevitable Seduction of a Competitor! [PODCAST]

  • June 06 2013
  • Resource: Multimedia

Sounds easy doesn’t it?!  How do you start such a strategy? Do you even know who your most profitable customers are? Typically most data led organisations understand the need to identify different segments of their customer base to...Read More

The Retail Revolution [PODCAST]

  • June 06 2013
  • Resource: Multimedia

Today’s shopper may be more informed, empowered, sophisticated and demanding than ever before, but they are still driven by the same emotional needs they always have been. However, meeting those needs, engaging customers and securing the...Read More

Customer Engagement is a Two-Way Street [PODCAST]

  • June 06 2013
  • Resource: Multimedia

These days it seems the term “customer engagement” is becoming one of those terms that gets thrown around like insight, actionability and many others.  Customer engagement is something every company really wants. It’s like...Read More

Loyalty 360 Webinar Teaser: 2013 Maritz Loyalty Report™: US Edition – “Benchmarks, Trends and Lessons in Brand Loyalty and Customer Engagement”

  • June 04 2013
  • Resource: Multimedia

Through the Loyalty 360 Webinar Teaser series we invite you to get a sneak peek into the upcoming webinar 2013 Maritz Loyalty Report™: US Edition – “Benchmarks, Trends and Lessons in Brand Loyalty and Customer Engagement”...Read More

Meet the Speaker: Scott Robinson, Senior Director, Loyalty Solutions, Maritz Loyalty Marketing

  • May 29 2013
  • Resource: Multimedia

Through the Loyalty 360 Meet the Speaker series we invite you to get a sneak peek into the upcoming webinar 2013 Maritz Loyalty Report™: US Edition – “Benchmarks, Trends and Lessons in Brand Loyalty and Customer Engagement...Read More

Customer Service: Why Wiping Your Nose Won’t Cure Your Cold [PODCAST]

  • May 20 2013
  • Resource: Multimedia

Negative brand mentions are an inevitable consequence of a social media-savvy consumer marketplace. Armed with a high-tech array of mobile gadgetry, consumers can instantly tweet, post and even take pictures of their negative experiences to vast...Read More

Digital is a Great Avenue for Market Experimentation!

  • May 15 2013
  • Resource: Loyalty Today

Brands in the life sciences industry are not utilizing digital marketing to its full potential. For many, it seems easy enough to collaborate with the digital agency and legal teams to prepare the assets for distribution through digital media and...Read More

Digital Media’s Impact on the Role of the Agent

  • May 14 2013
  • Resource: Loyalty Today

Every so often, changes throughout our industry cause us to challenge ourselves on the way we approach our business.  While we learn, implement and refine our processes to adapt to these changes, we sometimes settle into a normal way of doing...Read More

Digital Media’s Impact on the Role of the Agent

  • May 14 2013
  • Resource: Loyalty Today

Every so often, changes throughout our industry cause us to challenge ourselves on the way we approach our business.  While we learn, implement and refine our processes to adapt to these changes, we sometimes settle into a normal way of doing...Read More

The Social Customer Experience [PODCAST]

  • May 13 2013
  • Resource: Multimedia

The Information Age has brought a myriad of changes for industries and businesses worldwide, presenting opportunities and challenges in the way they communicate with their customers. Social media and mobile technologies represent a unique risk...Read More

The Value of Customer Centricity

  • May 09 2013
  • Resource: Loyalty Today

The theme for Merkle’s 10th Executive Summit, taking place from June 10 to June 12 in Charleston, SC, is “Connected CRM – Monetizing Your Customer Strategy.”  Given the recent focus in the Life Sciences industry...Read More

Big Data = Big Data Quality Challenges

  • May 08 2013
  • Resource: Loyalty Today

A recent webinar was being promoted with the following information:  “94% of executives polled suspect that their customer and prospect data is inaccurate in some way. In fact, respondents think that, on average, as much as 17% of their...Read More

Big Data = Big Data Quality Challenges

  • May 08 2013
  • Resource: Loyalty Today

A recent webinar was being promoted with the following information:  “94% of executives polled suspect that their customer and prospect data is inaccurate in some way. In fact, respondents think that, on average, as much as 17% of their...Read More

CMOs: Sharing, Innovating at SAPPHIRE NOW

  • May 07 2013
  • Resource: Loyalty Today

Much is expected of chief marketing officers, today. With perpetually connected and highly informed customers, old marketing approaches are no longer effective, and marketing professionals that aren’t ready for this shift are vulnerable. As...Read More

Understanding Brand Loyalty (Plus 3 Ways Social Media Can Help You to Increase Yours) [PODCAST]

  • May 06 2013
  • Resource: Multimedia

Since the Armstrong v. Maytag showdown, social media outlets have continued to grow as the go-to place for people to hang out — and air out their grievances. Which means that brands that wish to remain relevant in today’s...Read More

Big Data Barnacles

  • May 04 2013
  • Resource: Loyalty Today

Barnacles … over time they can attach themselves to your marketing ship. They impact speed, performance, and direction. If you continue to let them build, they could even stall and sink your ship! In the explosion of the overused term...Read More

Big Data Barnacles

  • May 04 2013
  • Resource: Loyalty Today

Barnacles … over time they can attach themselves to your marketing ship. They impact speed, performance, and direction. If you continue to let them build, they could even stall and sink your ship! In the explosion of the overused term...Read More

6 Qualities that Define Great Engagement [PODCAST]

  • May 01 2013
  • Resource: Multimedia

Six qualities define engagement – value, efficiency, trust, consistency, relevance and control. Which term do you think the market finds the easiest to implement and what term does it find the most difficult? TIBCO Loyalty Lab developed...Read More

Thought Leadership Series: Paul Gordon, Vice President of Sales, Rymax Marketing Services

  • April 23 2013
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Loyalty 360 interviews Paul...Read More

Gamifying Your Brand: Creating Loyalty Through Social Games [PODCAST]

  • April 22 2013
  • Resource: Multimedia

Gamification is not considered a new concept, but it is getting quite a lot of attention recently. Numerous articles have been devoted to covering its effectiveness as a consumer engagement tool. Heated debates of its merits exist in the blogger...Read More

U.S. Wireless Customer Loyalty Programs Need to Add Value

  • April 11 2013
  • Resource: Multimedia

When it comes to loyalty among mobile phone users in the U.S., wireless carriers should start thinking long and hard about their ability to retain customers. According to a recent study released by WDS, a Xerox Company, 36% of U.S. customers...Read More

Mobilizing the Point of Decision

  • April 11 2013
  • Resource: Multimedia

Fifty-three percent of mobile industry leaders believe that improving customers’ retail experience will be essential to creating a successful mobile wallet scheme. That’s what a recent SAP survey at the 2013 GSMA Mobile World...Read More

Thought Leadership Series: BJ Emerson, VP of Technology, Tasti D-Lite & Planet Smoothie

  • April 10 2013
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Loyalty 360 interviews BJ...Read More

Thought Leadership Series: Nancy Porte, VP of Customer Experience, Verint

  • April 10 2013
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Loyalty 360 interviews...Read More

Meet the Speaker: Paul Sage, Product Management Director, Aimia

  • April 08 2013
  • Resource: Multimedia

Through the Loyalty 360 Meet the Speaker series we invite you to get a sneak peek into the upcoming webinar Seize the Moments: Capturing the 10 Most Important Customer Experience Moments.In this video blog, Loyalty 360 interviews Paul Sage...Read More

Loyal to a Great Deal: How Daily Deals Sites Can Combat Customer Fatigue

  • April 04 2013
  • Resource: Multimedia

Let’s face it, everyone loves a great deal.  So the decline of daily deal giants LivingSocial and Groupon might seem puzzling to some, but a closer look provides a clear lesson on customer loyalty.Read Full Article Here Read More

The Power of Alignment: Creating B2B Strategies to Manage Client Expectations and Deliver on the Customer Experience

  • April 01 2013
  • Resource: Multimedia

Successful B2B organizations thrive on client relationships.  In professional service firms where engagements are complex and evolve over time, managing the client relationship is critical to growth.  This requires aligning needs and...Read More

Thought Leadership Series: Irving Fain, CEO & Co-Founder, CrowdTwist

  • March 28 2013
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Loyalty 360 interviews...Read More

Four Things Your Restaurant Loyalty Program Should be Doing to Empower Customer Engagement

  • March 27 2013
  • Resource: Loyalty Today

Just when it seems that an economic spring has arrived – stocks are up and unemployment continues to fall – we’re treated to a blizzard of hard-to-stomach restaurant industry statistics. According to the latest Knapp-Track Index...Read More

Thought Leadership in Loyalty: Interview with Thomas Hutchison, Raley's and Bryan Baecker, dunnhumbyUSA

  • March 27 2013
  • Resource: Multimedia

Thought Leadership in Loyalty: Interview with Thomas Hutchison, Raley's and Bryan Baecker, dunnhumbyUSAIn this interview, Mark Johnson, Loyalty 360 CEO & CMO asks Loyalty Expo speakers, Tom Hutchison and Bryan Beaker to address the...Read More

Customer Experience – A lesson from March Madness

  • March 25 2013
  • Resource: Loyalty Today

Stuck to the TV this weekend after a week at the Loyalty Expo, unable to physically do much else, I’m finding a metaphor between topics at the show – achieving the perfect customer experience - and what it takes to win in the...Read More

Brand Loyalty and Big Data Seen in a New Light: The Science Behind What Makes Customers Loyal

  • March 19 2013
  • Resource: Loyalty Today

Ask David Andreadakis, VP of Loyalty Strategy for Kobie Marketing his thoughts on loyalty and he’ll tell you many in the loyalty marketing space – and elsewhere – have got it wrong. Loyalty isn’t some tit-for-tat...Read More

Loyalty Expo Preview: Leslie McNamara, Citi Retail Services

  • March 17 2013
  • Resource: Multimedia

Leslie McNamara will be speaking during the session: The Impending Convergence of Loyalty and Payments Read More

Loyalty Expo Preview: Scott Robinson, Maritz Loyalty Marketing

  • March 15 2013
  • Resource: Multimedia

Scott will be speaking during the session: From Cool to Creepy: Balancing Personalization with Privacy Read More

Taking Payments and Loyalty to the Next Level

  • March 14 2013
  • Resource: Loyalty Today

Combining loyalty programs with payment methods is not a new concept. (Think private label credit cards, co-branded credit cards). However, over the last 24 months we have seen an evolution in how these two important retailing components work...Read More

Loyalty Expo Preview: Chuck Christianson, Affinion Loyalty Group

  • March 13 2013
  • Resource: Multimedia

Chuck will be speaking during the Loyalty Expo session: Beyond Everyday Spend: New Techniques for Engendering Experiences and Engagement Read More

Loyalty Expo Preview: Bob Gold, Gold Mobile

  • March 13 2013
  • Resource: Multimedia

Bob will be speaking during the Loyalty Expo workshop: Turning Likes into Buys: How to Convert Your Digital Community into Paying & Loyal Customers Read More

Loyalty Expo Preview - Interview with Brandon Hayes, The Home Depot

  • March 08 2013
  • Resource: Multimedia

Mark Johnson interviews Brandon Hayes, of The Home Depot. Read More

Marketing Transformation: 3 Leadership Skills You Need To Succeed

  • March 07 2013
  • Resource: Loyalty Today

Has the rise of digital, social and mobile technologies affected your marketing organization? In response to these rapid changes in the way everyone on the planet gets and processes information, governments, businesses and individuals are all...Read More

What's in a name – Customer Analytics.

  • March 06 2013
  • Resource: Loyalty Today

In the first post in this series, I introduced the collection of terms that describe how organizations manage their customer engagements: customer intelligence, customer analytics, integrated marketing management and marketing analytics. It's...Read More

What's in a name – Customer Intelligence

  • March 06 2013
  • Resource: Loyalty Today

As mentioned in my previous post, there are a number of terms that describe how organizations manage their customer engagements: customer intelligence, customer analytics, integrated marketing maangement and marketing analytics. It's important...Read More

Achieving the Holy Grail

  • March 01 2013
  • Resource: Multimedia

What is the Holy Grail for business? Customer loyalty.  Rather, true loyalty that is undying allegiance to a brand or product.  Establishing true loyalty is the ONLY way to create a sustainable competitive advantage.  So, how does...Read More

Thought Leadership in Loyalty: Larry Freed, ForeSee

  • February 28 2013
  • Resource: Multimedia

Mark Johnson interviews Larry Freed, the President and CEO of ForeSee. They discuss CEM insights for the next five years, as well as mobile strategy to ensure customer loyalty and financial success. Read More

Loyalty Expo Preview: Interview with Sara Costella & Francesca Muhlbaier, Sylvan Learning

  • February 27 2013
  • Resource: Multimedia

Watch Loyalty 360's own Christine Peterman interview Sylvan Learning's Sara Costello, Senior Director of Marketing, and Francesca Muhlbaier, Local Marketing Manager about their upcoming Loyalty Expo 2013 session, "Optimizing Your...Read More

Thought Leadership in Loyalty: Marc Giroux, Metro, Inc.

  • February 27 2013
  • Resource: Multimedia

Mark Johnson interviews Metro, Inc's Vice President & Chief Marketing Communications Officer, Marc Giroux. In addition to sharing insights about Metro, Inc's own loyalty program and it's success, they discuss why customer loyalty...Read More

Thought Leadership in Loyalty: Eric Holtzclaw, PossibleNOW

  • February 27 2013
  • Resource: Multimedia

Eric Tejeda interviews PossibleNOW's Eric Holtzclaw. Holtzclaw is the Vice President & General Manager of PossibleNOW's Preference Management Professional Services Organization. Eric shares his perspective on the importance of...Read More

Webinar Preview: Interview with Scott Hays, KANA

  • February 12 2013
  • Resource: Multimedia

In this interview with Scott Hays, Senior Director of Product Marketing, KANA, we get a sneak peek look at the webinar: "If You Love Your Customers, Don't Break Their Hearts: Minimize Effort to Maximize Loyalty," which will be presented...Read More

Thought Leadership Video Blog: Kris Duggan, Badgeville

  • February 04 2013
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Loyalty 360 interviews Kris...Read More

State of the Industry: How Marketers Are Tackling Big Data in 2013 [PODCAST]

  • February 01 2013
  • Resource: Multimedia

Although big data presents huge marketing opportunities, many companies simply can’t keep up with the amount of customer information being generated every day. So while marketers have become adept at capturing large quantities of data from...Read More

State of the Industry: Service With a Smile. Now More Important than Ever [PODCAST]

  • February 01 2013
  • Resource: Multimedia

There’s a common misconception in the market today.  The perception is that sales drives company success.  Makes sense.  After all, businesses make money and gain share when they increase sales.  But this is only part...Read More

State of the Industry: Ring in the New Year with Revitalized Rewards and Incentives

  • January 11 2013
  • Resource: Multimedia

Welcome to 2013. The New Year is a time for looking back to the past and forward to the coming year, to reflect on the changes we want to make and resolve to implement them. The same holds true for your recognition programs. As we embark on a...Read More

State of the Industry: Shopper Motivations & the New Rules of Point of Sale Engagement [PODCAST]

  • January 01 2013
  • Resource: Multimedia

Times are tough and that means grocery shoppers are looking around to get the best deals. But what you might not expect is the level of retailer disloyalty they are displaying, along with the fact that almost half of all purchasing decisions are...Read More

State of the Industry: If This is What We Mean by Loyal, I’m Worried

  • December 11 2012
  • Resource: Multimedia

For retailers, the final quarter of the calendar year is when sales targets are either made or missed. Marketers try every method in the book to attract shoppers into stores, from BOGO (buy-one-get-one) and couponing to Santa’s visits and...Read More

State of the Industry: Purchase with Purpose: How to Reward Loyal Customers this Holiday Season

  • November 28 2012
  • Resource: Multimedia

The holiday season tends to bring out what Abraham Lincoln referred to as “the better angels of our nature.” By and large, people caught up in the holiday spirit are more patient, friendly, forgiving and generous.  That feeling...Read More

State of the Industry: The Quest for Being Better, aka Perpetual Rotation

  • November 28 2012
  • Resource: Multimedia

To be successful in today's marketplace, marketers must consistently take what they learn about their customers and apply it to new campaigns and promotions. The marketing goal is to heighten awareness, reach the right consumer with the...Read More

State of the Industry: The truth is…loyalty is about engagement not points

  • November 26 2012
  • Resource: Multimedia

The title of this piece is a “catch-phrase” beckoning throughout the global loyalty industry and is seen as one of the top loyalty trends of 2012. I say “globally”, because coming from the South African loyalty market...Read More

Thought Leadership Video Blog: Bob Macdonald, Maritz Loyalty Marketing

  • November 21 2012
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Mark Johnson...Read More

Thought Leadership Video Blog: Phil Rubin, rDialogue

  • November 21 2012
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Mark Johnson, President and...Read More

Thought Leadership Video Blog: Milista Anderson, SunGard

  • November 20 2012
  • Resource: Multimedia

Milista Anderson is chief customer officer for SunGard’s energy business, leading the organization in its voice of the customer program and retention strategies. Ms. Anderson has more than 20 years of experience in the design, development...Read More

Thought Leadership Video Blog: Doug Dwyre, Mocapay

  • November 19 2012
  • Resource: Multimedia

Through the Loyalty 360 Thought Leadership series we invite you to hear first-hand insights and perspectives from the thought leadership driving the customer engagement and loyalty industry today. In this video blog, Mark Johnson, President...Read More

State of the Industry: The Secret to Success: Corporate Cultural Commitment

  • November 14 2012
  • Resource: Multimedia

In reflecting on the last few months for our annual trends issue of Loyalty Management, the biggest trend I’m seeing is focus back to the basics - focus on the overall customer experience, at the top. For the last 12 years we’ve...Read More

State of the Industry: 2012 Trends and 2013 Predictions- Hand in Hand

  • November 07 2012
  • Resource: Multimedia

2012 has been the year of “testing” new mobile and payment technologies including loyalty and reward programs. These new technologies have driven more change in the payments industry in the past year than over the last decade and...Read More

Electing Brand Leaders

  • November 06 2012
  • Resource: Multimedia

As we’ve just elected a president, we thought it only fair to acknowledge another group of notable leaders: the brands elected to the 16th annual Brand Keys Loyalty Leaders List. Election to the list isn’t actually a matter of...Read More

State of the Industry: Separating Loyalty from Retention

  • November 05 2012
  • Resource: Multimedia

Healthcare professionals often cite patient retention as a key to success, when in reality, it’s patient loyalty that causes long-term, exponential revenue growth.READ FULL ARTICLE HERE Read More

Engagement & Experience Expo Lessons and Trends

  • October 31 2012
  • Resource: Multimedia

Loyalty marketers are facing a host of opportunities and challenges as they look to build or maximize the potential of their programs, according to loyalty experts who discussed industry trends during the Loyalty 360 Engagement & Experience...Read More

Enabling Enrollment and Participation

  • October 30 2012
  • Resource: Multimedia

Hear how the LOC Card Solution unlocks the barriers to enrollment into all loyalty programs while providing the consumer a secure, universal card or mobile app and the merchant a simplified process to access and enroll an extended audience of...Read More

Using Client-Centered Research to Position Customer Experience & Innovation as a Key Priority

  • October 30 2012
  • Resource: Multimedia

In this session, Martie Woods will share how Deluxe developed a client-centered research engine to stay close to its market, gain new insight and raise the bar on the experience it delivers to its clients. Attendees will explore:   ...Read More

Are We Addicted? Moving Beyond the Coupon

  • October 30 2012
  • Resource: Multimedia

Consumers are being bombarded with more offers, deals and coupons than at any point in the history of commerce. Marketers are spending billions of dollars annually on these promotions hoping to drive consumers to their businesses. An outside...Read More

Verint Voice of the Customer Solutions

  • October 30 2012
  • Resource: Multimedia

Voice of the Customer is about helping the enterprise create and execute a better strategy.  To be successful you need deliver an optimized service experience that leads to satisfaction, trust and confidence with the customer.  In this...Read More

Analyze and Execute Using Your Raw Customer Data

  • October 30 2012
  • Resource: Multimedia

Integrating Point of Sale data directly into your Email and Sms Service Provider and Centralizing customer data for insight, access and execution. Bob Hoffer, Loyalty Marketing Director at Mister Car Wash will discuss proven strategies that...Read More

New Best Practices for Opt-Out Management

  • October 30 2012
  • Resource: Multimedia

Many brands are inadvertently holding the exit door for their customers when it comes to their direct marketing campaigns. We need to challenge the way we think about campaign success.    We’re not meeting customers&rsquo...Read More

Activating Brand Advocates, Internal and External

  • October 30 2012
  • Resource: Multimedia

Consumers are now more than ever inclined to share their experiences, whether positive or negative, around the web. If not carefully monitored, reputation management concerns can quickly spread – impacting the brand itself and the bottom...Read More

Solutions You Need to Enable Your Customer Experience Management Vision

  • October 30 2012
  • Resource: Multimedia

You have developed a great customer experience management vision for your organization, but how can you start enabling your vision?  What are the first steps to making your vision a reality?   Join this session to learn about the...Read More

Practical Analytics for the Loyalty Marketer

  • October 30 2012
  • Resource: Multimedia

Whether it’s the performance of a program or quantitative insights of consumer behavior, analytics play a major part of the success of loyalty programs.  This workshop will offer a step by step approach to generating the right...Read More

Turning Likes into Buys: How to Convert Your digital Community Into Customers

  • October 30 2012
  • Resource: Multimedia

The current “holy grail” every marketer is after is truly determining ROI on social media efforts. How much can you really tell about sales with “likes” and “chatter levels”? We think it’s time &ldquo...Read More

Crossing the Customer Experience Chasm

  • October 29 2012
  • Resource: Multimedia

Customers engage your business the way they want, not the way we want them to.  These customers interact differently base on who they are and at different points in their lifecycle with your business.  This complexity challenges a...Read More

The Fine Line between Creepy and Creative Customer Service

  • October 29 2012
  • Resource: Multimedia

Just where are the boundaries when it comes to Social CRM and providing a great online experience? The limits are being tested as the competition is heating up for the hearts of consumers and brands contend for trust and ultimately loyalty. This...Read More

Achieving Alchemy: Converting Customers to Your 'Gold" Status

  • October 29 2012
  • Resource: Multimedia

Are your customers exclusive to you?  Do they shop with competitors in your category and if so, how much is their overall spend?  Are you aiming to increase the size of your slice or grow the size of the pie?  Achieving a deeper...Read More

Unlock the Intelligence within your Data Assets for Higher Performing Customer Engagement

  • October 29 2012
  • Resource: Multimedia

Where is the power in a loyalty program and what influences that performance? The goal of acquiring, engaging and retaining your top customers and loyalty program members is not an easy task.  Those goals seem impossible when combined that...Read More

Successful Loyalty Strategies: Maximizing Engagement and ROI through an Exceptional Customer Service Experience

  • October 29 2012
  • Resource: Multimedia

BJ’s Restaurants, Inc. (NASDAQ: BJRN) is one of the most innovative and profitable casual dining restaurant concepts in the world and, unlike many established foodservice brands, continues to thrive despite the economic downturn. A major...Read More

Matching Customer Expectations: Using the Four C's of Loyalty for Improved Experience, Engagement & Advocacy

  • October 29 2012
  • Resource: Multimedia

Collaboration, Community, Content, Commerce: the backbone for driving successful marketing strategy and sustainable relationships with your customers. Mark Johnson, CEO, Loyalty 360, kicks off this year’s Engagement & Experience Expo...Read More

Proactive Customer Experience Management Throughout the Lifecycle

  • October 28 2012
  • Resource: Multimedia

Today’s customers have a host of options for interfacing with brands, but no matter which one they choose, they expect a level of engagement that goes beyond transactional in favor of insightful, two-way relevant conversations that develop...Read More

Pricing and Engagement: A Complex Relationship

  • October 28 2012
  • Resource: Multimedia

Whether the relationship is business-to-business or business to consumer, the value proposition to the buyer is a complex. It is an ever-changing and vital set of decisions and perceptions. If this complexity is managed efficiently, deep and...Read More

The New Engagement: Driving Customer Behavior with Gamification

  • October 28 2012
  • Resource: Multimedia

In today's world of marketing, loyalty can only be earned by offering sustained engaging experiences. Smart gamification techniques enable marketers to influence and measure user behavior across their own digital properties and external...Read More

Mobile Social Purchases & Rewards: Demystified

  • October 08 2012
  • Resource: Loyalty Today

Wow! I just chaired a meeting of mobile industry executives and even they are confused about the new emerging payments landscape. So, I can only imagine how you can be a “deer in the headlights” if you are a brand, hospitality company,...Read More

Minding the Gap—between employee engagement and customer experience

  • October 04 2012
  • Resource: Multimedia

Think about it. When was the last time you felt you came away having just had a great customer experience—after dealing with an employee that appeared to act as if they could have cared less about you, what you were buying, or your...Read More

State of the Industry: The Showrooming Effect - Find Product. Buy….Elsewhere.

  • October 04 2012
  • Resource: Multimedia

If retailers were lawmakers, showrooming would be a punishable offense. The act of consumers examining a product in-store, not purchasing it there, then finding a lower price elsewhere, is an increasingly common phenomenon facing brick and...Read More

Thought Leadership Video Blog: Thad Peterson, inCode

  • October 01 2012
  • Resource: Multimedia

Thad Peterson has more than 20 years of experience in services marketing, database marketing, new product development, loyalty, strategy consulting and payments. His experience includes developing and managing marketing programs for global...Read More

State of the Industry: How integrating customer interactions across all communication channels impacts customer engagement

  • October 01 2012
  • Resource: Multimedia

The last decade was spent chasing the proverbial “360 degree” or comprehensive view of the customer. A shift is now underway to the consumer driving the conversation, causing a need to deliver a 360 degree view of the company instead...Read More

This Is The Biggest Competitor To The iPad In The Hot Education Market

  • September 20 2012
  • Resource: Loyalty Today

CurriculumLoft is the maker of the Kuno, perhaps the most successful Android challenger to date against the iPad in K-12 schools. That’s right – this family-owned Indianapolis, Indiana firm has succeeded against...Read More

What Is A Content Strategy And Why Do You Need It?

  • September 19 2012
  • Resource: Loyalty Today

Recently I attended Content Marketing World with over 1,000 other passionate marketing and business professionals. The topic was content marketing and how to effectively deploy content strategies. Some of the sessions were very specific to...Read More

Thought Leadership Video Blog: David Andreadakis, Aimia

  • September 13 2012
  • Resource: Multimedia

In this video blog, Mark Johnson of Loyalty 360 interviews David Andreadakis, Director of Business Development Strategy at Aimia. David is a Behavioral Economist and leads Business Development for Aimia out of the Loyalty Strategy team. As a core...Read More

Behind the Brand: Video Interview with Tim Suther, Acxiom

  • September 13 2012
  • Resource: Multimedia

Mark Johnson, President and CEO of Loyalty 360, speaks with Tim Suther, Chief Marketing and Strategy Officer at Acxiom for an exclusive look at the thought leadership Behind the Brand. Tim is responsible for Acxiom’s global marketing...Read More

State of the Industry: A Powerful Message: Making SMS The Focal Point for Customer Engagement

  • September 05 2012
  • Resource: Multimedia

The numbers are staggering. With a potential reach of more than 5 billion people across the globe, and an impressive 98% of messages being opened and read, it hardly comes as a surprise to learn that SMS is currently witnessing resurgence in...Read More

State of the Industry: Why Retailers are Waking Up to Conversion

  • September 04 2012
  • Resource: Multimedia

Conversion rate is like the Rodney Dangerfield of retail metrics – it gets no respect. It’s been around for decades, but to a great extent has been ignored by most retailers. However, things are changing. Retailers are starting to...Read More

Executive Insights: Podcast Interview with Chris Bucholtz, SugarCRM

  • August 23 2012
  • Resource: Multimedia

On August 23rd, 2012, Mark Johnson, President and CEO, spoke with Chris Bucholtz from SugarCRM about CRM challenges and strategies. With 17 years as a technology and business under his belt, Chris took over the role of editor in chief of the...Read More

State of the Industry: The Groupon Challenge New vs. Old

  • August 22 2012
  • Resource: Multimedia

First off, I am not writing this article as a “band wagon” piece to jump in on the financial results released by Groupon last week, and did not plan to discuss the challenging economic week that they had post release, actually I was...Read More

Executive Insights: Podcast Interview with Raju Vegesna, Zoho

  • August 21 2012
  • Resource: Multimedia

On August 21st, 2012, Mark Johnson, President and CEO, spoke with Raju Vegesna at Zoho about CRM challenges and strategies.   Raju Vegesna is the evangelist for Zoho. Raju is one of the key people responsible for developing the strategic...Read More

State of the Industry: Point of Sale Rewards Redemption: Holy Grail, Real Value or Too Expensive?

  • August 16 2012
  • Resource: Multimedia

Imagine for a moment: You have landed five, 10 or maybe 20 years in the future. As a loyalty marketer, you are excited to learn that the ultimate customer loyalty experience has been discovered and implemented. This ultimate experience is the...Read More

State of the Industry: Why Loyalty Rewards Transparency and Taxation Should Go Hand in Hand

  • August 02 2012
  • Resource: Multimedia

Earlier this year, two Citibank customers sued the financial institution on the grounds that it used unfair and deceptive trade practices by not fully disclosing that frequent flyer rewards offered as a incentive for opening a checking account...Read More

State of the Industry: The New Customer, New Loyalty

  • August 02 2012
  • Resource: Multimedia

It’s been a long time since we were clipping coupons from the Sunday paper to save a few dollars on groceries. We were content to clip our coupons while reading the paper until the loyalty card came along, acting as a new friend to us...Read More

State of the Industry: Research Shows Increasing Price Sensitivity: Opportunity or Obstacle?

  • August 01 2012
  • Resource: Multimedia

For students learning about the 4Ps of marketing today, there is a clear winner: Price. The great recession forced shoppers to learn how to be frugal and spend smarter and trend data points to a permanent shift in shopping mentality. Now, amidst...Read More

State of the Industry: “And The Freddie Goes To….”

  • July 25 2012
  • Resource: Multimedia

In the travel business, loyalty programs are like fuel. They are precious, expensive and absolutely critical to running a business. In fact, the travel business even has its own award program for loyalty programs. It’s called “The...Read More

Customer experience innovation helps [email protected] thrive in a down retail climate

  • July 24 2012
  • Resource: Loyalty Today

When last we spoke to Ellen Brasse of Swiss grocer Coop, she told us how her team had successfully launched in 2009 an mobile grocery home delivery app for smartphone-wielding consumers who did not have time to get to the store. We profiled that...Read More

State of the Industry: Creating a Cadence of Communications with your Customers

  • July 11 2012
  • Resource: Multimedia

Through economic evolution, experience has become the soul of engagement. Think about our economic history: We pulled vegetables out of the ground in agrarian society. We harnessed the power of steam, textiles and iron and began mass producing...Read More

Customer Experience Forum Video Blog: Martie Woods, Deluxe

  • July 09 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Experience Forum held in New York, June 26-27, 2012. In this video, Mark interviews Martie Woods of Deluxe. Read More

Customer Experience Forum Video Blog: Blair Lyon, Monetate

  • July 09 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Experience Forum held in New York, June 26-27, 2012. In this video, Mark interviews Blair Lyon of Monetate. Read More

Customer Experience Forum Video Blog: Jeff Nicholson, Pitney Bowes Software

  • July 09 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Experience Forum held in New York, June 26-27, 2012. In this video, Mark interviews Jeff Nicholson of Pitney Bowes Software. Jeff will be presenting the...Read More

Customer Experience Forum Video Blog: Larry Freed, ForeSee Results

  • July 09 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Experience Forum held in New York, June 26-27, 2012. In this video, Mark interviews Larry Freed of ForeSee Results. Read More

Customer Experience Forum Video Blog: Ian Truscott, SDL

  • July 09 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Experience Forum held in New York, June 26-27, 2012. In this video, Mark interviews Ian Truscott of SDL. Read More

Customer Experience Forum Video Blog: Donald Chestnut, SapientNitro

  • July 09 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Experience Forum held in New York, June 26-27, 2012. In this video, Mark interviews Donald Chestnut of SapientNitro. Read More

Customer Experience Forum Video Blog: Alex Sion, SapientNitro

  • July 09 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Experience Forum held in New York, June 26-27, 2012. In this video, Mark interviews Alex Sion of SapientNitro. Read More

Why Traditional Market Research Just Won’t Do Anymore

  • June 27 2012
  • Resource: Multimedia

In the 21st Century retail environment, where consumer confidence and spending patterns can shift with the speed of a Tweet or Facebook post, for good or ill, traditional market research just isn’t enough anymore. While market research...Read More

Successful Employee Recognition Programs – Cultural shift or one-off promotions?

  • June 21 2012
  • Resource: Loyalty Today

Received the following today from United: “Recognize excellent customer service and you could win big.  United's new Outperform Recognition Program rewards eligible employees who provide excellent service and the eligible...Read More

The Ins and Outs of Tablet Marketing

  • June 20 2012
  • Resource: Multimedia

With great challenges come great opportunities. This is why it has never been more exciting—or more daunting—to be a marketing professional. Let’s start at the top: old models simply don’t work in today’s fast-paced...Read More

The Loyalty Marketing Revolution: What’s Next?

  • June 14 2012
  • Resource: Multimedia

  Today’s shoppers are being presented with a dazzling array of loyal programs that reward everything from making purchases, to merely walking into a store, to “liking” a Facebook page online. And while consumers can...Read More

Thought Leadership Video Blog: Rob Morgan, CMO, CAC Group

  • June 12 2012
  • Resource: Multimedia

In this video blog, Rob Morgan, CMO of CAC Group discusses the following questions: What do you think is the most important issue related to customer loyalty and retention? What brand would you consider a "best practice" customer loyalty...Read More

Leveraging the Power of Promotion to Build Loyalty

  • June 06 2012
  • Resource: Multimedia

These days, more and more brands are focusing their attention and budgets on loyalty to better connect with consumers to drive sales and advocacy. In today’s world, where social media is cutting more into consumer perception, a loyalty...Read More

Thought Leadership Video Blog: "Making Every Interaction Count" White Paper Response

  • June 05 2012
  • Resource: Multimedia

In this video blog, Tim Suther, Chief Marketing Officer at Acxiom and Mark Johnson, President & CEO of Loyalty 360, discuss the recent white paper, "Making Every Interaction Count: How Customer Intelligence Drives Customer Loyalty." What...Read More

Three steps to take control of social reviews and responses

  • May 30 2012
  • Resource: Multimedia

With the growth of social media channels, consumers’ ability to broadcast their experiences with products and services can affect perceptions of even the world’s largest brands. As the volume of social reviews increases, so does the...Read More

Thought Leadership Video Blog: Chuck Christianson, Group VP, Affinion Loyalty Group

  • May 24 2012
  • Resource: Multimedia

In this video blog, Chuck Christianson, Group VP of Affinion Loyalty Group discusses the following questions: 1) Is your existing customer strategy focused more heavily on acquisition or retention?  2) What do you think is the most...Read More

Evolution of the Web: Social Media and Your Brand

  • May 23 2012
  • Resource: Multimedia

According to a recent Nielsen report, Americans now spend more time on Facebook than on any other website. An average American spends 23 percent of their online time on a social networking site – twice the amount of time spent on the...Read More

Three Modes of User Communication

  • May 16 2012
  • Resource: Multimedia

Mode 1: Brand to Consumer - This involves a one-way, brand-centric message, where brands “push context” to consumers. For example, a television commercial takes consumers away from the program they are watching and makes them...Read More

Video: Three Modes of User Communication

  • May 16 2012
  • Resource: Multimedia

Mode 1: Brand to Consumer - This involves a one-way, brand-centric message, where brands “push context” to consumers. For example, a television commercial takes consumers away from the program they are watching and makes them...Read More

Customer Loyalty is like…..bank accounts

  • May 09 2012
  • Resource: Multimedia

Customer loyalty: It’s the Holy Grail of most businesses today. And yet study after study shows that loyalty is on the decline, especially as consumers grow ever more empowered, thanks to the surfeit of information, advice and opinions on...Read More

Cluster Marketing: The key to maximizing loyalty program value

  • May 02 2012
  • Resource: Multimedia

The good news about the current state of the loyalty industry is that in some ways it is more vital than ever, with new industry participants appearing continuously. The not-so-good news is that despite new entrants, the complexity of managing...Read More

Customer Intelligence Forum Video Blog: Suzy Cox, SVP Olson 1 to 1, Olson

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Suzy Cox, SVP Olson 1 to 1, Olson, the following questions...Read More

Customer Intelligence Forum Video Blog: Robert Carroll, CMO of Web Content Management Solutions, SDL

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Robert Carroll, CMO of Web Content Management Solutions, SDL,...Read More

Customer Intelligence Forum Video Blog: Tim Suther, Chief Marketing & Strategy Officer, Acxiom

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Tim Suther, Chief Marketing & Strategy Officer, Acxiom...Read More

Customer Intelligence Forum Video Blog: Melissa Boxer, VP, CRM Product Management and Strategy (Marketing, Loyalty & Customer Hub Solutions), Oracle Corporation

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Melissa Boxer, Vice President, CRM Product Management and...Read More

Customer Intelligence Forum Video Blog: Mark Smith, SVP & General Manager -Customer Analytics and Interaction, Pitney Bowes Software

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Mark Smith, SVP & General Manager -Customer Analytics and...Read More

Customer Intelligence Forum Video Blog: Emily Murphy, Researcher, Forrester Research

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Emily Murphy, Researcher, Forrester Research, the following...Read More

Customer Intelligence Forum Video Blog: John Bastone, Global Product Marketing Manager, SAS Institute

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with John Bastone, Global Product Marketing Manager, SAS Institute...Read More

Customer Intelligence Forum Video Blog: Russ Mann, CEO, Covario, Inc.

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Russ Mann, CEO, Covario, Inc. the following questions: 1...Read More

Customer Intelligence Forum Video Blog: Christian Wright, CTO & General Manager North America, eDialog

  • May 02 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Forrester's Customer Intelligence Forum held in Los Angeles, April 18-19, 2012. In this video, Mark discusses with Christian Wright, CTO & General Manager North America...Read More

Harnessing the Power of the Data Explosion

  • April 24 2012
  • Resource: Multimedia

The world is being transformed by data.  New communications tools and technologies are opening the door to greater personalization and customization, and the explosion of social media has created numerous opportunities to capture and use...Read More

Ad Tech Video Blog: Kevin Knowles, VP Product Marketing, First Data Corporation

  • April 18 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Ad Tech held in San Francisco, April 12-14, 2012. In this video, Mark discusses with Kevin Knowles, VP Product Marketing of First Data Corporation the following questions: In...Read More

Ad Tech Video Blog: Dennis McGuire, CEO, Codebaby

  • April 18 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Ad Tech held in San Francisco, April 12-14, 2012. In this video, Mark discusses with Dennis McGuire, CEO of Codebaby, the following questions: Loyalty 360 believes that loyalty...Read More

Ad Tech Video Blog: Antonio Tomarchio, CEO & Founder, Beintoo

  • April 18 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Ad Tech held in San Francisco, April 12-14, 2012. In this video, Mark discusses with Antonio Tomarchio, CEO & Founder of Beintoo, the following questions: With the advent of...Read More

Ad Tech Video Blog: Brian Bulkowski, CEO & Founder, CitrusLeaf

  • April 18 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Ad Tech held in San Francisco, April 12-14, 2012. In this video, Mark discusses with Brian Bulkowski, CEO & Founder of CitrusLeaf, the following questions: What will be the...Read More

Ad Tech Video Blog: Samantha Skey, Chief Revenue Officer, RecycleBank

  • April 18 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Ad Tech held in San Francisco, April 12-14, 2012. In this video, Mark discusses with Samantha Skey, Chief Revenue Officer of RecycleBank, the following questions: With the advent...Read More

The Rise of Earned Media from Search and Social

  • April 18 2012
  • Resource: Multimedia

For so long all forms of online marketing have existed inside of a vacuum where nary the many variations would meet.  Whether it was out of convenience or a genuine belief that the different approaches to online marketing had no impact with...Read More

Ad Tech Video Blog: Tom Burgess, CEO, Linkable Networks

  • April 18 2012
  • Resource: Multimedia

In this video blog series, Mark Johnson speaks with attendees of Ad Tech held in San Francisco, April 12-14, 2012. In this video, Mark discusses with Tom Burgess, CEO of Linkable Networks, the following questions: With the advent of social...Read More

Changing Times

  • April 11 2012
  • Resource: Multimedia

Loyalty marketing, as we know it, has never been more in the mainstream of marketing than it is today.  We’re seeing greater attention paid to our niche, with record attendance at Loyalty Expo and growing interest from more brands in...Read More

How the Virtual World Drives Physical Business Success

  • April 04 2012
  • Resource: Multimedia

In recent years, digital platforms have taken our everyday activities and enhanced them virtually. Facebook started with the “real world” concept of friendship and gave it some online benefits. LinkedIn granted the networking lunch...Read More

Video: How the Virtual World Drives Physical Business Success

  • April 04 2012
  • Resource: Multimedia

In recent years, digital platforms have taken our everyday activities and enhanced them virtually. Facebook started with the “real world” concept of friendship and gave it some online benefits. LinkedIn granted the networking lunch...Read More

How We Identify Anonymous B2B Visitors and Build Relationships

  • April 03 2012
  • Resource: Multimedia

In my past experience, even when working closely with SEO and PPC marketing firms, our online marketing campaigns have yielded a few big ugly doughnuts. And those dog campaigns are demoralizing, even when done in the context of “testing...Read More

Using NPS to Benchmark Your Customer Loyalty

  • March 27 2012
  • Resource: Multimedia

One of the questions clients focused on customer satisfaction and loyalty often ask me is “how do my NPS scores compare to others?” NPS*, or Net Promoter Score, is a metric for measuring customer loyalty based on the question, &ldquo...Read More

Engaging and Retaining Customers Through Social Media and Mobile-Enabled Loyalty Programs

  • March 27 2012
  • Resource: Multimedia

Social networking isn’t new—it is a concept that has existed for centuries.  What is new is that the influence of a consumer’s social network has been recently amplified by the digital organization of our existing social...Read More

What You Don't Know About Your Own Customers is Hurting You

  • March 20 2012
  • Resource: Multimedia

If true loyalty is defined as garnering the largest possible portion of category spend, from each and every customer, do you really know how well you are doing? Sure, you can see the transactions that move through your own cash register…...Read More

Engaging Customers through Relevant Channels

  • March 20 2012
  • Resource: Multimedia

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Loyalty Program Optimization

  • March 19 2012
  • Resource: Multimedia

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Do You Really Need a Loyalty Program?

  • March 19 2012
  • Resource: Multimedia

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Workshop: Mobilizing Your Loyalty Program

  • March 18 2012
  • Resource: Multimedia

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Workshop: The Power of Promotional Loyalty

  • March 18 2012
  • Resource: Multimedia

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Digital Persuasion

  • March 14 2012
  • Resource: Multimedia

For a long time the good people who market brands and look to build loyalty have understood that changes in demographics almost always equals a shift in how people see the world. However, the demographic lens has really only in the last 10-15...Read More

Do you care about your customers? Really care?

  • March 07 2012
  • Resource: Multimedia

I started my career in sales.  In sales, you learn very quickly that it is much easier to sell to an existing – rather than a new - customer.  The fact that existing customers are valuable isn’t a difficult concept to grasp...Read More

How Remote Experts Increase Customer Loyalty

  • February 22 2012
  • Resource: Multimedia

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Loyalty in the Digital World

  • February 14 2012
  • Resource: Multimedia

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The One Question You Really Need to Ask. Really

  • February 07 2012
  • Resource: Multimedia

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Rethinking Approaches to Customer Loyalty

  • February 01 2012
  • Resource: Multimedia

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B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience - Part II

  • January 28 2012
  • Resource: Multimedia

This is Part II of the presentation. View B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience:Part IPart IIIPart IVPart V   Read More

B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience - Part III

  • January 27 2012
  • Resource: Multimedia

This is Part III of the presentation. View B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience:Part IPart IIPart IVPart V   Read More

B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience - Part IV

  • January 27 2012
  • Resource: Multimedia

This is Part IV of the presentation. View B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience:Part IPart IIPart IIIPart V   Read More

B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience - Part V

  • January 27 2012
  • Resource: Multimedia

This is Part V of the presentation. View B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience:Part IPart IIPart IIIPart IV   Read More

Radio Silence Is Costly, NPR Listens and Succeeds with Panels

  • January 27 2012
  • Resource: Multimedia

Online communities are one of the most efficient ways to listen to the customer. When a company hosts an online community for its customers, and the goal is truly to listen and be a valuable resource for them, something special starts to happen....Read More

B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience - Part I

  • January 27 2012
  • Resource: Multimedia

This is Part I of the presentation. View B2B-Focused Session: Using Defined Touchpoints to Ensure a Superior Customer Experience:Part IIPart IIIPart IVPart V FARO Technologies, Inc., a high tech company in Lake Mary, Florida, provides 3D...Read More

Doing Digital the Right Way: How to Engage Customers and Manage Perceptions Using a Clear Brand Voice

  • January 27 2012
  • Resource: Multimedia

Many companies want to participate in the ever-broadening digital landscape but often don’t know where to start. Some companies quit before making an attempt because they don’t want to jeopardize positive perceptions of their...Read More

Capturing Customer Referrals at the “Moment of Truth”

  • January 27 2012
  • Resource: Multimedia

In financial services, customer referrals can provide a steady flow of profitable new customers of a similar demographic profile as the referring customers. However, referral programs underperform when they are not targeted to the correct...Read More

New Member Engagement: Discover the New Paradigm in Member Relationship Nurturing, Formerly Generalized as "Onboarding"

  • January 27 2012
  • Resource: Multimedia

You will learn how the best practices of “Customer State Management”, the combination of revolutionary predictive analytics, impactful member segmented message content and design, delivered through multiple member preferred media...Read More

Welcome to the GAME: How GAME Group Uses Customer Insight to Drive a Positive ROI

  • January 27 2012
  • Resource: Multimedia

Many talk about being customer-centric, but few have successfully managed the transition to become truly customer centric retailers. In this session, attendees will hear what customer centric retailing means for GAME and how CRM has led the way...Read More

B2B-Focused Session: The Customer’s Voice: Now It’s Time to Listen

  • January 27 2012
  • Resource: Multimedia

We’ve all heard that it’s easier to keep existing customers than it is to attract new ones. However, today’s consumer and competitive business environment places tremendous pressure on organizations to provide amazing customer...Read More

Workshop: Loyalty Technology: Empowering Intuitive Customer Engagement & Better Results - Part I

  • January 27 2012
  • Resource: Multimedia

This is Part I of the presentation. View Workshop: Loyalty Technology: Empowering Intuitive Customer Engagement & Better Results - Part II here. Technology, it’s not only about efficiency. While there is a strong impetus to do more...Read More

2011 Workshop: Loyalty Technology: Empowering Intuitive Customer Engagement & Better Results - Part II

  • January 27 2012
  • Resource: Multimedia

This is Part II of the presentation. View Workshop: Loyalty Technology: Empowering Intuitive Customer Engagement & Better Results - Part I here. In part 2 of the workshop, presenters will demonstrate new technologies that are helping...Read More

Eliminating the Disconnected Customer

  • January 17 2012
  • Resource: Multimedia

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