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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Most 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

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

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

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

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

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

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

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

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

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

 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

 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

 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

 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

 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

 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

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

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

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

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

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

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

Most 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

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

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

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

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

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

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

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

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

Loyalty Best Practices Part 1: Barriers to ParticipationRead More

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

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

New Balance Reshapes Customer-centric Path Toward LoyaltyRead More

Publix Super Markets Treats Customers Like RoyaltyRead More

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

3 Ways to Optimize CX via Mobile Appointments RemindersRead More

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

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

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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

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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

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

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

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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

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

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

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

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

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

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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

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 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

 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

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

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

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 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

  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

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

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

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

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

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

  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

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

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

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

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

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

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

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

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 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

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

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

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. Read More

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

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

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 Read More

Thought Leadership Series: TIBCO Loyalty Lab Read More

Thought Leadership Series: Rajat Paharia from Bunchball   Read More

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

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

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

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