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Digital transformation is happening everywhere among loyalty marketers. How should a brand’s loyalty program adapt to the digital evolution process? Loyalty360 talked to Ron Orgiefsky, Managing Director USA, emnos, about this intriguing...Read More
Boston Celtics Team President Rich Gotham told Loyalty360 that he is very excited about the franchise’s participation in the inaugural NBA 2K League, which is set to begin in May. The NBA 2K League is a joint venture between the NBA and Take...Read More
It does pay to have a fee-based loyalty program. Just ask Restoration Hardware, which launched its RH Grey Card Membership program two years ago.
In a message to customers, partners, and shareholders on the company website, Restoration...Read More
Esler Companies comprises four Renewal by Andersen affiliates (Colorado, Greater Philadelphia, Phoenix, and Southern New England) and its marketing engine, Telefluent Communications. Established in 2004, Esler Companies is a privately-held, $300...Read More
For runners, the adage is: “There is no finish line.”
For athletic retailer The Finish Line, the same is true and its future just took a dramatic stride forward this week after JD Sports Fashion, the leading European retailer of...Read More
Last year, Webster Financial CEO James C. Smith said he was confident that community banking was the key to an elevated digital customer experience for his customers. Webster Bank has 177 branches and 316 ATMs located in Connecticut...Read More
Before the start of the NCAA Tournament, Ed Gleich, Senior Vice President of Global Marketing at Little Caesars, said the following: “If a crazy thing happens and there’s an upset, it’ll be a big score for pizza lovers. And if...Read More
Officials at MetLife hope that a new strategic alliance with Ernst & Young will spark increased employee engagement, from a financial perspective.
The partnership will create and deliver a cutting-edge workplace financial wellness...Read More
Red Wing Shoe Company CMO Dave Schneider takes pride in a great customer experience every time.
“At Red Wing Shoes, our business is primarily outfitting workers and skilled laborers from construction to the energy sector to...Read More
To answer this question, Loyalty360 talked to Danielle Sauvé, Director of Customer Insights and Experience, Danaher Product Identification Platform.
“The tension we see in packaging is that loyalty is driven by two things that seem like...Read More
There are challenges associated with loyalty programs in every industry, but it appears there might be
more facing grocery retailers.
Loyalty360 talked to Eastwest Marketing Group CEO Lou Ramery about this intriguing topic.Can you talk about why...Read More
When John Esler, CEO of Esler Companies, started the company in 2004, he had a simple premise: Follow the Golden Rule with associates, customers, and partners, and success would follow.
“From the start, we defined ourselves as a customer...Read More
Since it launched the Rewards for Good loyalty program in February 2014, AARP has enjoyed considerable success accompanied by high customer engagement levels. The program isn’t your typical spend-and-get program, but focuses squarely on...Read More
What will brands have to do in the future to truly connect with, gain customer loyalty from, and build strong relationships with NextGen consumers?
“At Alliance Data, we believe that loyalty for the Next Generations will mean...Read More
Best Western Hotels and Resorts has earned quite a reputation for its stellar customer satisfaction levels. So why has the company excelled in this area year after year?
Dorothy Dowling, Senior VP and CMO of Best Western Hotels and...Read More
The ever-growing importance of customer experience is particularly crucial in the credit card and merchant solutions industry—and how products should be designed with this in mind. The financial service providers that are getting it right...Read More
One of the big challenges in the wine category is remembering which wines you personally like or not—and recalling the name of the wine, according to Wine.com CMO Peter Elarde.
“We’ve created an area called ‘My...Read More
Last month’s announced merger between privately held Albertsons Companies, one of the nation’s largest grocery retailers, and publicly traded Rite Aid Corporation, one of the country’s leading drugstore chains, will offer...Read More
Loyalty programs can be significantly impactful on customers and beneficial to brands. The sophistication of some loyalty programs can create even stronger relationships between customers and brands.
But, how do you know when your loyalty...Read More
Come April, Target will be testing a new loyalty program in the Dallas-Fort Worth area called Target Red.
Company officials declined comment, but the company website offered a brief description of what’s in store for customers...Read More
Customer loyalty is changing as it becomes more complex in the way that brands can leverage it to strengthen consumer relationships.
According to The Loyalty Report 2018, released Monday by Bond Brand Loyalty, the loyalty landscape is in...Read More
Artificial intelligence is a topic on the lips of loyalty marketers everywhere now and Maritz Motivation Solutions, a leading provider of loyalty programs to U.S. and global companies, recently announced the successful use of AI to predict the...Read More
Emotional benefits are an extremely important component for brands today.
At Nutrisystem, those benefits play a major role in casting expansive brand loyalty.
“There is not much that is more personal or emotional than a...Read More
Avis Budget Group has partnered with Toyota Connected North America, the global technology strategy business unit for Toyota, in a multi-year partnership that will add 10,000 Toyota vehicles to Avis Car Rental’s expanding fleet of connected...Read More
Officials for Express Mart are very excited about its new loyalty program, Around the Clock Rewards, that launched last month.
Petr-All Petroleum Consulting Corp. launched a Paytronix-powered loyalty program for its Express Mart...Read More
Artificial intelligence has been a hot topic among loyalty marketers, and one that officials at Wells Fargo have certainly considered. They have been exploring AI to see how it can impact their customers and improve their financial health in the...Read More
Officials at Urban Outfitters have gained key customer experience insights during the past years, thanks to their partnership with Medallia.
Loyalty360 talked to Caitlin Szpakowski, store operations and customer experience manager for...Read More
Greg Liberman, CEO of PuppySpot, believes that his company’s core service is, in essence, a loyalty program.
PuppySpot is a service committed to helping responsible breeders place their puppies with caring individuals and families...Read More
During the JPMorgan Gaming, Lodging, Restaurant and Leisure Management Access Forum earlier this month, Scott Maw, Chief Financial Officer and Executive Vice President at Starbucks, talked extensively about the role of personalization and its...Read More
Convenience is a priority for officials at BJ’s Wholesale Club as they always seek to augment the overall customer experience.
This week BJ’s Wholesale Club announced an expanded partnership with Instacart to offer members...Read More
What is the value of the OTA (Online Travel Agency) customer?
According to a new study from Oxford Economics and Expedia, loyalty marketers should take sharp notice of the OTA customer. The study analyzed nearly 100,000 trips taken by U.S...Read More
As the NCAA Tournament tips off in earnest today, athletic retailer The Finish Line is teaming up with Chicago Bulls guard Zach LaVine as part of the Finish Line Bracket Challenge—offering the ultimate basketball experience for consumers...Read More
Deepening customer relationships through its loyalty program has helped raise the level of brand loyalty at 1-800-Flowers.com.
A successful loyalty program can be a key differentiator for a brand, and officials at 1-800-Flowers.com have...Read More
After Pizza Hut launched its Hut Rewards loyalty program last year, Pizza Hut Canada has followed suit.
Pizza Hut Canada officially launched its Hut Rewards program on Monday. With five consecutive online orders of $10.99 or more, members...Read More
Officials at Sling TV, a leading provider of over-the-top live and on-demand television programming, are always seeking to elevate the customer experience, and have the ability to connect with new and existing customers through messaging...Read More
Officials at Pilot Flying J, the largest operator of travel centers in North America, know a little something about catering to customers.
Based in Knoxville, Tenn., Pilot Flying J has more than 750 retail locations in 44 states, roadside...Read More
With an eye toward enhanced customer experience, officials at Chuck E. Cheese’s recently launched the company’s first-ever loyalty program called The More Cheese Rewards.
The program offers members exclusive rewards that are...Read More
For 7-Eleven officials, their “W.E. Take the Lead” Women’s Franchise Giveaway Contest—targeted exclusively to female entrepreneurs—means more than a spirited competition. The winner can choose any of the company&rsquo...Read More
Like most everything else today, omnichannel loyalty is evolving rapidly.
Customers are engaging with brands on various platforms, channels, and devices, which requires loyalty marketers to provide seamless experiences at every access...Read More
As the U.S. auto industry readies itself for its most transformative period in history, according to the 2018 Edmunds Trade-In Loyalty Report, Toyota, Subaru, and Honda customers have exhibited the most brand loyalty.
“Both Toyota...Read More
Gap has been a well-known name in the retail world for several decades, but the clothing store might have lost a bit of its luster in recent years. However, it appears that the venerable marketer is making big strides in various areas that have...Read More
Overstock.com has received numerous accolades for its superior customer experience and employee satisfaction as it has become one of the most trustworthy retail companies in the U.S. One of those awards came in November at the Loyalty360 Customer...Read More
When consumers can identify a brand with a worthy cause they admire, that emotional connection goes a long way toward building brand loyalty.
Since 1984, Pizza Hut has nurtured a love of reading through its BOOK IT! Program&mdash...Read More
Rebranding Carlson Rezidor Hotel Group to Radisson Hotel Group was a big decision, but company officials believe it was the right one.
“The new Radisson Hotel Group name capitalizes on the powerful brand equity of the...Read More
Last year was a strong year for Connexions Loyalty, driven by more than 50 percent year-over-year growth in gross loyalty redemption transactional volume, which jumped from $2.1 billion to $3.2 billion.
Connexions Loyalty Chief Commercial...Read More
As Lyft evolves to take a bigger slice of the corporate travel market, company officials decided the time was right to launch a loyalty program for business customers.
Lyft’s new loyalty program launched Feb. 27 for its business riders that...Read More
Personalization is a lofty goal of most every loyalty marketer, no matter the industry. Video is an emerging trend among loyalty marketers as well. Combined, personalized video can deeply impact a company’s customer engagement levels.
As customer experience becomes an even greater differentiator among brands, its importance has soared in recent years. Research by customer experience consultancy Walker predicts that by 2020, CX will overtake price and product as a company&rsquo...Read More
The LA Sparks know something about winning, having earned three WNBA championships. Now, team officials hope to elevate their customer service and redefine the fan experience through a new partnership with KORE Software.
Specifically, the...Read More
There are many opportunities for loyalty marketers today, but somehow some of the basics seem to get lost in the pursuit of bottom line success. Chasing great customer experiences to provide is estimable for brands, but they need to know what...Read More
The proliferation of loyalty programs often leads to mundane, cookie-cutter-type offerings that don’t fully resonate with their targeted customer groups. What can brands do better when it comes to customer loyalty and how can their programs...Read More
Seeking to provide a simplified customer experience, officials at Quill.com—an online business and medical product marketplace for small- and medium-sized businesses—launched Coupon Clipboard, which helps customers use more coupons...Read More
There are many theories as to why some loyalty programs succeed while others either fail or exist on auto pilot without generating ongoing customer engagement. Loyalty360 talked to Meg Tronquet, Manager of Marketing Strategy for Lenati, to learn...Read More
Vans, the original action sports lifestyle sports brand and one of the largest youth culture marketers in the world, recently launched its first-ever customer loyalty program titled, “Vans Family.”
Vans Family is an...Read More
Russ Reynolds, CEO of Batteries Plus Bulbs, told Loyalty360 the he is most proud of how company associates serve their customer.
“As the nation’s only battery, light bulb and phone/tablet repair franchise with a nationwide...Read More
On Monday, March 5, 2018, Quiznos will open its newest restaurant in Menomonee Falls, WI, which marks the initial test site for the company’s new store design.
Chris Ruszkowski, Senior Vice President of Marketing for Quiznos, talked to...Read More
While a definitive, or even tentative, timetable for actual implementation might be elusive at this point, officials at Domino’s Pizza are eager to stay on the cusp of self-driving delivery vehicle testing. Domino’s has partnered with...Read More
For Mark Yarkosky, Director of Consumer Services at Sprint, the formation of the Seamless Air Alliance offers a great opportunity.
“We’re still early in the development, but we want to see a customer journey that will be...Read More
Last week’s news that privately held Albertsons Companies, one of the nation’s largest grocery retailers, would merge with publicly traded Rite Aid Corporation, one of the country’s leading drugstore chains, will have a major...Read More
On the heels of its “Make It What You Want” campaign during the Winter Olympics—where Subway showed customers how it is shifting its advertising strategy to develop creative messaging that resonates with its core audience in a...Read More
The VIZIO Fandemonium loyalty program, which launched in 2013, will officially end on May 31. After May 31, members will no longer be able to log into VIZIO Fandemonium, earn, or redeem points and any outstanding points will expire.
Officials for Dunkin’ Brands, the parent company of Dunkin’ Donuts and Baskin-Robbins, have big plans for Dunkin’ Donuts in the next two years. Customer loyalty is abound at Dunkin’ Donuts and plans call for 1,000 new...Read More
This is the age of the consumer. In essence, consumers now dictate to brands how they should operate if customer loyalty is the ultimate goal.
Loyalty360 talked to Martin Hood, Senior Vice President of Channel Sales for Virtual Incentives...Read More
Impactful personalization is a lofty goal for every loyalty marketer, and this includes online video as well.
Content personalization is an integral component of an engaging customer experience. As technical barriers are disappearing...Read More
Officials at Chico’s want more of their customers to experience their brand and share their feelings about why they are loyal and why they are devoted advocates.
This week Chico’s launched its #HowBoldAreYou campaign, which seeks to...Read More
That notion of forming a loyalty community is a great opportunity for marketers, but there are various moving parts attached to it.
Loyalty360 talked to Carlos Dunlap-Beard, VP of Loyalty Solutions at Snipp, about this theme and what...Read More
In the past, officials at HuHot Mongolian Grill had segmented loyalty program members based on total number of visits. But, they sought a solution that would allow them to target their “least likely” visitors.
As a result...Read More
During the tail end of Subway’s 60-second broadcast ad called, “Anthem,” which debuted during NBC’s evening coverage of the Winter Olympics on Feb. 15, the final two captions read: “In life and in food, don’t...Read More
Since its launch in mid-2015, the Plenti coalition loyalty program has received a fair amount of press throughout the loyalty industry. Billed as the first coalition loyalty program in the U.S., Plenti has recently endured difficult times as...Read More
Better World Books has a unique mission, one that can impact people around the globe. Company officials collect and sell books online to donate books and fund literacy initiatives worldwide.
Social and environmental responsibility are at...Read More
Despite the fact that technology drives a considerable portion of brand dynamics and perception, loyalty marketers realize that success boils down to the human element, effectively engaging their employees that, ultimately, impacts and strengthens...Read More
It’s often said in the loyalty industry that effective customer experience methods represent the key differentiating aspect for many companies.
Just ask Discover Financial Services.
Dennis Michel, Senior Vice President of...Read More
It’s a difficult question to answer for some loyalty marketers, and not so difficult for others.
For Laurie Caldwell, Director of Marketing at eBags, the industry-leading e-tailer and travel gear expert, it isn’t difficult...Read More
Online retailer Zappos views running as not only an incredibly healthy activity for anyone, but also a path toward capturing its customers’ share of attention.
In October, the company launched a new initiative to help people get in...Read More
For Michael Marino, SVP and Chief Experience Officer at Caesars Entertainment Corporation, the biggest challenge he faces as a marketer revolves around customer attention.
“Customer attention is the biggest problem,&rdquo...Read More
Simplicity is a buzzword in the loyalty industry that will never go away, especially today when consumers have countless options and offers that can be accessed in a matter of minutes.
Mobile loyalty programs are attractive to consumers...Read More
Valentine’s Day is a major holiday for many retailers, especially those in the floral industry.
As Teleflora officials are gearing up for Valentine’s Day on Wednesday, Tommy Lamb, Director of CRM and...Read More
Since its launch in late October, the My Red Lobster Rewards loyalty program has seen a nice progression, according to Paul Quinn, Senior Director of Integrated Guest Experience, Marketing and Communications for Red Lobster.
As the world...Read More
Earning and maintaining customer loyalty is an ongoing process for loyalty marketers. For Xeikon, a longstanding leader and innovator in digital printing technology, that task is the same as it is for any other type of marketer.
Loyalty360 talked...Read More
Today, for loyalty marketers, the customer experience has to be memorable and shareable. Developing and elevating a connected store experience drives relevance and engagement where loyalty marketers strive to surprise and delight their customers.
What do phone charging stations have to do with customer loyalty?
It’s an interesting question, and Loyalty360 asked Anthony D'Eramo, Vice President of Sales for Brightbox, for the answer.
Brightbox is a B2B kiosk...Read More
Jessica Hatch, Senior Vice President of Client and Teammate Experience for Consumer and Business Credit and Debit Cards at SunTrust Bank, told Loyalty360 that the bank’s customers have changed significantly in the past several years.
Leighton Scarlett, VP of Product at Zigglio, the behavioral retargeting ad company that lets brands retarget their inbound callers on social media, told Loyalty360 that the company’s mission is to bridge the gap between offline and online...Read More
Article Image: © 2018 Nestlé Waters North America Inc.
Jill Germano, Group Marketing Manager at Nestlé Waters North America, told Loyalty360 that company officials see an opportunity to bring their existing brand fans into the sparkling...Read More
This is an exciting time in the loyalty industry as marketers continue to leverage customer data and modify behavior in a way that elevates the brand’s status. But, often loyalty marketers have too much data without a clearly charted path...Read More
Loyalty programs are becoming more intricate set pieces for marketers from a retention and sales strategy perspective, according to Emily Rudin, Chief Customer Officer for CrowdTwist.
Loyalty360 talked to Rudin about her thoughts on...Read More
Loyalty360 talks to a plethora of experts in the loyalty industry on a weekly basis and one of the compelling questions we like to ask is: How are customers changing and how can companies adapt to these changes to gain optimum engagement and...Read More
In mid-2015, the Plenti coalition loyalty program launched amid considerable fanfare as it marked the first endeavor of its kind in the U.S., harboring hopes of increased customer engagement and customer experience for participating brands.
Personalization in the loyalty industry is viewed as hallowed ground, an aspirational goal, which when executed correctly, places a marketer in rarefied and enviable territory. Food Lion, which has more than 1,000 stores in 10 Southeastern...Read More
The latest news in the world of customer experience and customer loyalty.Big Game Blues: One Way That the Super Bowl is Bad for Business
The Super Bowl can be a super bummer for businesses. A survey of more than 1,000 workers and more than 300 HR...Read More
At the end of the day, CRM principles are at the heart of customer loyalty success.
Loyalty360 explored the topic of CRM tactics and customer loyalty with some executives at Baesman Insights & Marketing.
As much as the loyalty...Read More
Lobster and Quiznos? Who knew?
February will be lobster month at Quiznos and, tethered to that theme will be customer loyalty.
For two weeks starting on Feb. 14, all new or current members of Quiznos’ Toasty Points loyalty...Read More
Come Sunday, Feb. 4, around 6:30 p.m. EST, all eyes will be on Super Bowl LII between the defending champion New England Patriots and the Philadelphia Eagles.
As always, commercials take center stage also during the Super Bowl and this...Read More
Loyalty programs come in all shapes and sizes. Some are basic, some are more sophisticated, while some weigh heavily on points earned, and others seek to leverage experiences.
Loyalty360 talked to Jennifer Browers, Strategic Marketing...Read More
Since 1996, HTK has helped companies connect with their customers in a smarter and more personalized way, to grow profits and increase customer retention, focusing on engagement other than through a run-of-the-mill loyalty program, with an eye...Read More
Redbox officials asked their customers the question and the response was resounding: Customers wanted more ways to earn points, attain tiered VIP status, and earn rewards at the Box and via On Demand.
Formerly known as Redbox Play Pass...Read More
Cooper’s Hawk Winery & Restaurants is a lifestyle brand focused on wine and creating memorable moments that enrich lives. Having loyal customers never hurts either and adds a layer of brand efficacy.
Cooper’s Hawk Winery...Read More
Better late than never. Until now.
For Hannaford Supermarkets, which was founded in 1883, a loyalty program never existed. On Jan. 21, however, Hannaford launched My Hannaford Rewards, a loyalty program that adds rewards for store-brand...Read More
There are many trends to discuss for 2018 involving customer engagement, customer data, and customer loyalty. Many of the trends lie at the center of the digital transformation era for many loyalty marketers.
Loyalty360 talked to Lindsay...Read More
Understanding the capabilities of your organization is one of the key components when a brand considers launching a loyalty program.
This was one of the overarching messages from Tuesday’s Loyalty360 webinar titled, “Executive...Read More
The value and importance of an engaged workforce is imperative now for any brand. Engaged employees understand the company’s goals and customer base, which can have a great impact on customer experience and brand loyalty.
Last year,...Read More
Upstart women’s intimates company Adore Me has made great strides since it launched in March 2012, reinventing the fashion space while attracting considerable brand loyalty. Its revenue was nearly $84 million in 2016 and the company has more...Read More
Based in Holyoke, Mass., and established in 1885, PeoplesBank has proudly been named as a Top Place to Work by The Boston Globe for seven years in a row. What makes the bank such a good place to work? One is the emphasis they place on the customer...Read More
It’s game on for Bond Brand Loyalty.
Bond Brand Loyalty, a leading global customer engagement agency, continues to build on a series of recent partnerships as a way to further enhance its abilities to deliver increased customer and...Read More
Brother has been operating in Canada since 1960, providing the country with its staple of technology-based office equipment—typewriters, cash registers, adding machines, calculators, word processors, laser printers, fax machines, scanners...Read More
Creating and maintaining brand loyalty in the auto industry is an extremely daunting challenge. But for General Motors, ever since it emerged from bankruptcy in 2009, the 110-year-old company has been moving smoothly.
And when it comes to brand...Read More
When officials at Bloomin’ Brands launched their Dine Rewards loyalty program 18 months ago, it came after considerable research and customer surveys.
Barb Millette, Senior Director of Loyalty and CRM for Bloomin&rsquo...Read More
DFW (Dallas/Fort Worth International) Airport was recently recognized as the top large airport in North America, ahead of others such as Hartsfield-Jackson International Airport in Atlanta and Denver International Airport.
The recognition came...Read More
Officials at Paytronix believe that a data-driven model can help boost c-store customer engagement and customer loyalty.
Loyalty360 talked to Jeff Hoover, C-Store Data Strategist, Paytronix, to learn more about how c-stores can enhance long-term...Read More
Given all the heightened consumer expectations and, along with those, attendant power, brand officials realize the race for long-term customer loyalty is on and it’s a marathon, not a sprint.
Loyalty360 talked to Michelle Wildenauer, Senior...Read More
Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, might consider itself a technology company. It has enhanced its online ordering capabilities in recent years, along with other key technological maneuvers, and...Read More
Sloan referred to an “evolution” that includes new ways to more efficiently serve Wells Fargo customers and create a better customer experience. Included in an elevated customer experience are investments in innovation, streamlining...Read More
Listening to customers is the best way to create and retain loyal customers. At Choice Hotels, this practice is commonplace en route to delivering a memorable customer experience.
Through a new program with delivery.com, an on-demand marketplace...Read More
Five days ago, officials at Sears Holdings announced plans to enhance liquidity and accelerate a return to profitability amid ongoing fiscal challenges (its third-quarter sales of $3.7 billion were far less than the $5 billion for the same period...Read More
Customer churn is a common term in the loyalty industry, yet often misunderstood. Customer churn poses a significant threat to a company’s customer list and loyalty marketers should focus on customer retention as much as possible...Read More
Pizza Hut has been a driving force in redefining the pizza delivery category. Now, the company’s future delivery plans involve autonomous vehicles.
This week, Toyota, the world's top automaker, and Pizza Hut, which serves and delivers...Read More
Consumer behavior can often change at a faster pace than brands can keep up with, prompting them to adapt their loyalty programs.
Loyalty360 talked to Laurie Meek, Loyalty Engagement Lead, Lenati, about this ongoing challenge for loyalty...Read More
Personalization is a top priority for many loyalty marketers and, in the case of BJ’s Wholesale Club, it is an ongoing pursuit for perfection.
Earlier this month, Toshiba, a global market share leader for integrated in-store retail...Read More
Connecting with shoppers is an ongoing quest for loyalty marketers, and one option they should consider to heighten and magnify customer engagement is contextual commerce.
Loyalty360 talked to Gerry Gilbert, CashStar, Vice President, Technical...Read More
Unique challenges connected to customer loyalty can be found in a variety of industries.
Case in point: The restaurant industry.
Loyalty360 talked to Cogensia CEO Brad Rukstales about the state of customer loyalty in the restaurant space.Can you...Read More
Loyalty360 talked to Senior Consultant Manolis Bardis and Associate Director Andy Rigby of Willis Towers Watson about their views regarding how more advanced modeling techniques can help loyalty program sponsors receive more long-term bang from...Read More
A company knows it’s performing at a very high level when it receives an award.
In the case of Hertz, 2017 was the zenith as the iconic company hauled in 75 awards for its outstanding customer service, highly successful loyalty program, and...Read More
Officials for Chanticleer Holdings, which owns, operates, and franchises fast casual and full-service restaurant brands−including American Burger Company, BGR – Burgers Grilled Right, Little Big Burger, Just Fresh and Hooters&minus...Read More
Despite Macy’s holiday season numbers for November/December, it appears the venerable retailer has much to do to restore its once iconic legacy and widespread brand loyalty.
Last week Macy’s announced that its comparable sales on an...Read More
In a highly competitive and ever-changing fitness industry, Iron Tribe Fitness officials work very hard at continuous personalized communication that triggers a differentiated customer engagement experience.
Loyalty360 talked to Iron Tribe...Read More
Company influencers can impact brand advocacy and brand loyalty in a major way. Some loyalty marketers, though, might not be well versed in the potential positive ramifications of company influencers.
Loyalty360 talked to Nick Alexander...Read More
What is the difference between a loyalty program and a loyalty experience and why is it important to loyalty marketers?
That is a topic that Loyalty360 discussed with Barry Kirk, VP, Loyalty Solutions, Maritz Motivation Solutions.Can you...Read More
Dan Slavin, CEO of CodeBroker, a provider of mobile marketing solutions, believes that his company’s innovative new tool, SmartJoin, can add a myriad of customer loyalty benefits to marketers.
Loyalty360 talked to Slavin about SmartJoin and...Read More
HelloWorld, a Detroit-based digital marketing solutions provider focused on promotion and loyalty solutions, has a new name after it was officially acquired on Wednesday.
Dentsu Aegis Network announced that it acquired HelloWorld and the latter...Read More
Airport Lounge Development (ALD) lounges were recognized for the fourth consecutive year for the Priority Pass Lounge of the Year Awards.
Two of ALD’s 17 shared-use lounges, The Club BWI at Baltimore-Washington International Airport and The...Read More
The benefits of interactive whiteboard technology are varied, according to Summer Felix-Mulder, Co-Founder, The Draw Shop, and Loyalty360 talked to her about this intriguing topic and how it can impact several customer-facing areas.Can you talk...Read More
The Finish Line officials want to become even more relevant to their customers, creating immersive customer experiences. Digital customer experiences are among the most prominent ones for Finish Line customers.
The Finish Line CEO Sam Sato talked...Read More
John Dillon, SVP and CMO of Denny’s, told Loyalty360 that personalizing the customer experience is a win-win for the customer and the company.
Denny’s officials take great pride in personalizing the customer experience to gain a...Read More
Mobile customer engagement is a high priority at 7-Eleven, so much so that company officials are seeking more ways to leverage mobile devices.
“Customers today are time starved and connected 24/7–they are demanding more products and...Read More
Robin Korman, who became the Head of Loyalty Marketing & CRM for Global Hotel Alliance in November, is excited to make 2018 a memorable one for GHA.
Korman’s extensive experience includes stops at Wyndham Hotel Group and Starwood Hotels...Read More
Humanizing a loyalty program is the ultimate goal of a new video series from La Quinta Inns & Suites called, “On The Road With Dave,”—featuring Dave Sims, La Quinta’s vice president of loyalty marketing.&ldquo...Read More
At Wayfair, one of the world’s largest online selections of furniture, home furnishings, décor, and goods, including more than eight million products from more than 7,000 suppliers, pushing technological limits to offer a better and more...Read More
The accolades for Chicken Salad Chick keep flowing in this year.Chicken Salad Chick’s prowess in the area of customer insights was highlighted at the fourth annual Loyalty360 Awards held at the 10th annual Loyalty Expo in...Read More
Customer engagement reigns supreme at Newegg, one of the top tech-focused e-retailers in North America.Loyalty360 talked to Merle McIntosh, senior vice president sales & marketing, Newegg, about the company’s unique approach to its...Read More
For Sheila King Goodwin, senior vice president, retail banking at PeoplesBank, employee engagement and customer loyalty are forever connected.Based in Holyoke, Mass, and established in 1885, PeoplesBank has seen quite the evolution in...Read More
Officials at Henry Schein, a global distributor of medical, dental, and veterinary supplies, including vaccines, pharmaceuticals, financial services, and equipment, want to build a greater customer experience.As a result, the company launched a...Read More
It took more than a century (108 years to be exact) for the Chicago Cubs to win a World Series, a dream that came true for Cubs’ fans a little more than four months ago.Customer loyalty, or in this case, fan loyalty, has held...Read More
Finding emotional connections with customers is the Holy Grail for loyalty marketers these days. Depending on the product, achieving this can be monumentally challenging.Take Safelite Auto Glass, for instance.Although Safelite doesn’t...Read More
Starting Jan. 1, 2018, Delta Air Lines’ SkyMiles members will have to spend $250,000 annually on their affiliated American Express credit card to meet one of the requirements for Diamond Medallion status, which provides the airline’s...Read More
Social channels are becoming a huge customer engagement vehicle for Caesars Entertainment Corporation.As such, Michael Marino, senior vice president of loyalty and digital at Caesars, told Loyalty360 that there has been a major shift in focus...Read More
While the San Francisco 49ers are in the midst of a woeful 0-5 start to their season, their loyalty program’s immediate future seems much brighter.
For the past three years, the San Francisco 49ers have offered fans a...Read More
Red Lobster, the world’s largest seafood restaurant company, has never had a loyalty program, until now.Following highly successful testing in Colorado, then Arizona and Wyoming, Red Lobster on Monday unveiled its new app-based loyalty...Read More
Adapting different customer engagement strategies based on changing shopping patterns is a wise maneuver for any loyalty marketer.While The Rockport Group has undergone some major changes in recent years, one thing remains the same: Its...Read More
Bill Linehan, executive vice president and CMO at Red Lion Hotels Corporation, says that his company looks at customer loyalty prioritization a bit differently.“We like to think more about relationship marketing and customer acquisition...Read More
Personalization is a huge aspirational goal for loyalty marketers and represents something that, if executed properly and seamlessly, can drive brand loyalty.Stephanie Linville, director, market intelligence, quality & training, Wheaton...Read More
Cultivating customer loyalty at Auntie Anne’s starts with effective customer engagement.Meredith Wenz, director of marketing at Auntie Anne’s, talked to Loyalty360 about this crucial piece of the customer loyalty puzzle.How does...Read More
In 2015, Wyndham Hotel Group completely re-imagined the Wyndham Rewards loyalty program.Lacking a strong value proposition to differentiate it from the competition, the company overhauled the program’s look and feel—introducing the...Read More
Creating trust and confidence with your customers is a huge priority for loyalty marketers. Through NCR Corp., Helzberg Diamonds wants to accomplish just that to spur brand loyalty and an improved customer experience.Helzberg Diamonds, one of...Read More
Designing a successful loyalty program for the long term can be a daunting task for marketers, but one that can catapult their respective customer engagement and customer experience strategies.Loyalty360 caught up with Pam Spier, a senior manager...Read More
The customer experience continues to resonate more and more at Wayfair, one of the world’s largest online selections of furniture, home furnishings, décor, and goods, including more than eight million products from more than 10,000 suppliers...Read More
Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, has enhanced its online ordering capabilities in recent years and also leverages social and owned media to spark customer engagement and brand loyalty.
Brands employ loyalty programs for a variety of different reasons, but it’s always important when they learn how consumers views these offerings.HelloWorld recently released a report titled, “2017 Loyalty Barometer Report: What...Read More
Investing in the overall customer experience is an integral part of a brand’s ongoing success and paves the way to strengthening consumer relationships.
At Denny’s, that overarching theme has served the customers and company officials...Read More
Snipp Interactive , a global provider of digital marketing promotions, rebates, and loyalty solutions, prides itself on living on the edge of innovation.
This week Snipp announced a new partnership with Appsolutely Inc. to explore ways to...Read More
Home improvement giant Lowe’s is cashing in on its omnichannel customer engagement prowess.
Lowe’s recorded solid comparable sales growth of 5.7 percent during the third quarter, a figure which made CEO Robert Niblock proud.
If a loyalty marketer can’t tailor personalized messages to consumers, the latter group will tune out and look elsewhere for customer engagement.
Robin Korman, who became the Head of Loyalty Marketing & CRM for Global Hotel Alliance in...Read More
Machine learning has been a hot topic in the loyalty industry in recent years, but now seems to be building more momentum amid advances in Big Data technologies.
Loyalty360 talked to Manoj Das, VP of Products, Stellar Loyalty, to find out...Read More
All loyalty marketers have access to various amounts of consumer data, but it’s how they strategically sift through, refine, and, ultimately, personalize offers that leads to customer loyalty.
Just ask Darden Restaurants, which owns several...Read More
Every brand aspires to achieving deep, emotional connections with its customers because those connections help drive lifetime brand loyalty.
At Chevrolet, the Truck Legends loyalty program, launched as a Texas-only pilot in September 2016 before...Read More
Donor loyalty and stewardship is a critical priority for the Canadian Red Cross. Giving donors an ongoing outlet for feedback has better informed the Canadian Red Cross and allowed it to smooth over any rough edges in what has become an...Read More
Jerome Griffith has been CEO at Lands’ End for nine months and has longed for the iconic retailer to return to its roots.
That rich brand heritage is a driving force behind customer loyalty.
“Since I joined the company nine months...Read More
Personalized advice lies at the core of Ameriprise Financial’s client interactions and paves the way toward customer loyalty. This month Ameriprise Financial earned the highest level of customer loyalty among investment firms in the 2017...Read More
Customer experience is the key differentiator among loyalty marketers and mobile currently plays, and will continue to play, a starring role in its evolution, according to Krish Mantripragada, Chief Product Officer, Medallia.
Loyalty360 talked to...Read More
Judging by some eye-opening numbers from last month’s Black Friday, global retailers hold a massive opportunity to engage with more customers than ever before.
A new study from Ingenico Group bodes well for global retailers and their...Read More
Officials at Melissa Shoes know that customer experience and technology work hand in hand to promote brand loyalty.
Loyalty360 talked to Julian Trevino, Director of Retail & E-Commerce, U.S. & Caribbean, Melissa Shoes USA, to find out...Read More
Regions Bank is no stranger to accolades.
This week Regions Bank earning the top ranking for customer satisfaction in the 2017 American Customer Satisfaction Index Finance and Insurance Report.
With $123 billion in assets, Regions Financial...Read More
Omnichannel is the path to brand loyalty at Pier 1 Imports.
CEO Alasdair James, who assumed his post on May 1, is confident and focused on that approach, despite some disappointing results thus far in December.
“The first two weeks of...Read More
Founded in 1985, Pizza Boli’s has 79 locations in Maryland, Virginia, Washington, D.C., Pennsylvania, and New Jersey. It’s a very exciting time at Pizza Boli’s due to its new website and very new loyalty program called Boli&rsquo...Read More
As fiscal matters continue to permeate Sears Holdings Corporation−its third-quarter sales of $3.7 billion were significantly less than the $5 billion in the same period a year ago−company officials hope they can build on the success of...Read More
Customer reviews can play a major role in a loyalty marketer’s long-term engagement initiatives that can, ultimately, lead to brand loyalty. But, for loyalty marketers, making those customer reviews magically appear poses a foreboding task.
Innovation and Hilton Worldwide have become almost synonymous, with company officials always pushing the envelope when it comes to technological advancements that magnify the customer experience.
Keeping with that theme, Hilton announced plans to...Read More
For Home Depot CEO Craig Menear, it’s all about the customer experience.
Or, shall we say, the One Home Depot Experience.
“Our customers no longer think of us in terms of separate channels,” Menear said during the 2017 Investor...Read More
Many loyalty marketers believe that customer experience is the key differentiator that can raise the bar on their respective brands in the most compelling and successful way.
They are always on the lookout for better ways to enhance the customer...Read More
Back in October, Rite Aid CEO John Standley called the company’s wellness+ loyalty program a key differentiator.
“Our wellness store format has resonated with customers as these stores continue to outperform the rest of the chain in...Read More
Officials at Citizens Bank, which has about 1,200 branches in 11 states in the New England, Mid-Atlantic, and Midwest regions, wanted to find a way to engage with customers in a more effective and relevant way since they had seen a shift toward...Read More
Before Chico’s recently launched www.chicosofftherack.com, a new e-commerce site, featuring the beautiful prints and bold colors the brand is known for, company officials didn’t have to conduct any surveys or focus groups.
Christmas is the most special time of year for many people, and it’s extra special to officials at C Spire, the Mississippi-based diversified telecommunications and technology services firm.
For the second straight year, C Spire conducted...Read More
There are varying strategies attached to loyalty program performance, but some tactics should be universal to ensure long-term success and growth.
Loyalty360 talked to Michela Baxter, Senior Director of Loyalty at HelloWorld, about this...Read More
Customer loyalty in Canada is shifting, according to a new report from Eagle Eye, that highlights key opportunities for retailers such as data, personalization, and mobile.
The report is set against the backdrop of a shifting loyalty market in...Read More
Jewlr.com is an online destination for fine jewelry that is completely customizable. Using the latest advancements in manufacturing and web technology, Jewlr’s online system gives its customers the unique ability to create and visualize...Read More
Customer service is an integral piece of the brand loyalty puzzle. If not executed properly and in a seamless fashion, it’s often the first thing consumers point to in a negative customer experience.
But, according to a new report from the...Read More
Investing in customer loyalty is a must-have, and effective loyalty programs have proven to be key differentiators for their respective brands.
A new infographic from Fieldboom cites 20 compelling reasons why companies should double down on their...Read More
Officials at El Pollo Loco, the nation’s leading fire-grilled chicken chain, want to take their customer engagement level to new heights through a strategic partnership with Ansira.
Through the partnership, Ansira will support El Pollo Loco...Read More
Loyalty marketers always want their emails to stand out, but during the all-important holiday season, they take on extra meaning and potential impact.
What can loyalty marketers do to ensure their holiday email communications are relevant and...Read More
At Loyalty360, we talk to brands often about the importance of emotional customer engagement and the crucial role that plays in earning long-term customer loyalty.
Emotional customer engagement is the ultimate payoff for loyalty marketers.
A new...Read More
Officials at 7-Eleven pride themselves on their ongoing efforts around innovation. One recent example of that is when the company revamped its 7Rewards loyalty program.
Loyalty360 talked to Tarang Sethia, Senior Director of CRM & Loyalty at 7...Read More
Customer experience is a pivotal differentiator for loyalty marketers. Making that customer experience memorable time and time again breeds brand advocates.
But, creating those memorable and exceptional customer experiences isn’t always...Read More
McDonald’s has made significant strides since Steve Easterbrook took over in 2015.
Earlier this year, Easterbrook said: “We’re building a better McDonald’s and winning back customers with great-tasting food, compelling...Read More
For a brand that admittedly doesn’t delve into the video advertising space frequently, online apparel and footwear retailer Zappos.com has done just that with three charming videos that highlight true stories from the company’s...Read More
When Erin Pensa, Public Relations Director at CVS, talked to Loyalty360 back in May about the company’s goals surrounding a new and improved customer experience, she talked about a “re-imagined shopping experience that makes it easier...Read More
Driving results through authentic and differentiated product assortments that appeal to individual tastes across various lifestyle categories has guided Zumiez, a specialty retailer of action sports related apparel, footwear, equipment, and...Read More
According to some recent published reports, it appears that many brand email communications containing holiday-related offers have failed to generate proper customer engagement levels due to a lack of personalization. Loyalty marketers strive...Read More
Showcasing amazing experiences is something that Marcus Hotels & Resorts aims to reveal to its customer base.
Marcus Hotels & Resorts launched its first “12 Days of Marcus” sweepstakes on Nov. 24 with a grand prize...Read More
Officials at HelloWorld, a leading digital marketing solutions provider for the world’s largest brands, are excited about their recent launch of Digital Rebates, an end-to-end solution that elevates the traditional approach to rebates into...Read More
Transparency and ease of use are two undeniable characteristics of a solid and successful loyalty program, according to Moosejaw President and CEO Eoin Comerford.
Outdoor sporting goods and apparel merchant Moosejaw is known for its solid...Read More
With Christmas just 24 days away, the holiday season is in full swing and what does that mean at Kmart?
The #UglySweaterforBetter Social Media Challenge, which launched Nov. 28. Each day through Dec. 24, Kmart will donate $1 to St. Jude Children...Read More
Fat Brain Toys is a Nebraska-based manufacturer and retailer of educational toys and games. The company was founded by husband and wife, Mark and Karen Carson, from the basement of their home in 2002.
In the fall of 2002, then 10-year-old Adam...Read More
Targeted customer engagement and personalization has been a driving force for New York & Co. as it seeks to strengthen its brand loyalty. Company officials are committed to adding value for their customers and making them aware of new items...Read More
Officials at CraftWorks Restaurants and Breweries, Inc., the nation’s leading operator and franchisor of brewery and craft beer-focused full-service dining restaurants with more than 200 owned, franchised, and licensed locations across...Read More
Often armed with a wealth of customer data, many loyalty marketers face the challenge of transforming it into actionable insights that can be used to target consumers in a personalized manner.But, according to a new commissioned study conducted by...Read More
Gap CEO Art Peck is focused on four pillars that he believes will help the company achieve balanced growth and, along with that, bring expanded brand loyalty.
Peck talked about these pillars during the company’s recent third-quarter...Read More
At Guardian Life Insurance, the strong focus on customer experience permeates all departments within the organization. Each understands the overarching focus on customer experience, its impact, and its positive end results.
Loyalty360 spoke with...Read More
Amid food safety issues that have shadowed Chipotle Mexican Grill for more than two years, Steve Ells, chairman, CEO, and company founder (1993) will become executive chairman after the completion of a search to find a new CEO.
“I am...Read More
Telling a product story in an effective, engaging is one of the many ways that Williams-Sonoma leverages superior content to drive an engaging and impactful customer experience.
Williams-Sonoma CEO Laura Alber talked about this point during the...Read More
National Car Rental wants its customers to feel special and rewarded, and those feelings permeate the One Two Free promotion.
The One Two Free® promotion awards registered Emerald Club members one free rental day for every two qualifying...Read More
During a Loyalty360 webinar last month titled, “Supercharge Your Videos With Interactivity,” Kyle Morton, Chief Product Officer at HapYak, told attendees that video is no longer relegated to a company silo due to its immense potential...Read More
Publix is an employee-owned, American supermarket chain based in Lakeland, FL, and operates throughout the Southeast with locations in Florida, Georgia, Alabama, South Carolina, Tennessee, and...Read More
Founded in 1978, Shoe Carnival operates 424 stores in 35 states throughout the Midwest, South, and Southeast regions (and Puerto Rico) and is one of nation’s largest family footwear retailers, offering a broad assortment of moderately priced...Read More
Thanksgiving weekend is always a massively popular shopping time of year and 2017 proved no different as many retailers offered healthy discounts to spark customer engagement.
“The holiday shopping weekend was extraordinary for online...Read More
Mark Carson, President and Co-founder of Fat Brain Toys, wants to move in the direction of more tangible product interaction that would magnify customer engagement levels.
Fat Brain Toys is a Nebraska-based manufacturer and retailer of...Read More
Satisfying the palates of chocolate lovers everywhere, coupled with a major opportunity to encourage social sharing, led to the creation of Simply Chocolate at 1-800-Flowers.com.
Loyalty360 talked to Steve Druckman, President, Midwest Gourmet...Read More
Loyalty360 asked a few experts in the loyalty industry about trends related to customer behavior, how brands can leverage these insights to strengthen relationships and spark expanded brand loyalty, and the positives and challenges associated with...Read More
Actionable analytics can certainly impact a loyalty marketer’s success.
For Chico’s FAS−which comprises the following brands: Chico’s, White House | Black Market, Soma Intimates, and Boston Proper−that facet of its...Read More
Loyalty program members are confident they will save money this holiday season, according to a new study commissioned by Citi Retail Services.
More than two-thirds of Americans who participate in rewards programs expect to save money this holiday...Read More
Jason Siska, Sr. Manager of Loyalty and CRM, CraftWorks Restaurants & Breweries, told Loyalty360 that, prior to 2014, the company’s loyalty program and POS were not integrated.
“When we wanted to send a ‘loyalty strike&rsquo...Read More
For many marketers, the holiday season represents the major portion of their annual sales. And for many of those, Black Friday and Cyber Monday represent the two most critical shopping days of the year.
Loyalty360 solicited some experts to gauge...Read More
The Challenge of Personalization is a pervasive topic among loyalty marketers and one that Loyalty360 researched extensively earlier this year.
According to a study from Resulticks, the question is posed: Will marketers break through the...Read More
Hibbett Sports, a sporting goods retailer founded in 1945 in Birmingham, Alabama, relaunched its loyalty program about six months ago after company officials realized they needed to redesign the program.
The voice of the customer and the voice of...Read More
For a brand to say it listens to customers is one thing. To truly listen to customers, while acquiring keen behavioral insights that can be leveraged for positive results in the future, is “absolutely critical” for officials with the...Read More
Placing the customer at the center of a marketing strategy is a common refrain in the loyalty marketing world. Some brands execute on this key strategy more proficiently, while for others it might only lend itself to lip service.
According to...Read More
As an online retailer of indoor and outdoor furniture, home furnishings, and décor, Hayneedle looks to move the needle with the customer in mind. Seizing the massive opportunity with mobile engagement, officials at Hayneedle are focusing on mobile...Read More
There is a myriad of opportunities and challenges for loyalty marketers today, yet one of those that falls into the opportunity basket revolves around brand identity and customer loyalty.
Loyalty360 talked to Ruben Guallar, Director, Strategic...Read More
Armed with a fast-growing, highly engaging loyalty program, Abercrombie & Fitch has made progress toward renewed brand loyalty.
CEO Fran Horowitz was excited about the company’s progress during its third-quarter earnings call on Friday....Read More
For outdoor sporting goods and apparel merchant Moosejaw, one of the things it’s known for is its unique messaging, interactive and energetic marketing, not taking itself too seriously, and making customers laugh.
“Love the Madness...Read More
Officials at The Bon-Ton Stores have reviewed the business performance in recent years, prioritizing key themes to promote enhanced customer engagement and restore brand loyalty.
The Bon-Ton Stores comprises Bon-Ton, Bergner’s, Boston Store...Read More
The holiday season annually represents, perhaps, the most crucial time of year for marketers everywhere. Deciphering shifting consumer behavior, attitudes, channel preferences, and finding customer engagement are all keys to successful holiday...Read More
Interactive whiteboard isn’t something that loyalty marketers immediately can define.
But, what it entails just might help them as they travel down the road of customer engagement, customer experience, and customer loyalty.
Dick’s Sporting Goods CEO Edward Stack is saying all the right things, the company is making (it appears) all the right investments, yet the venerable retailer faces various challenges ahead.
During the company’s recent third-quarter...Read More
Confirmit wanted to find out how CX (Customer Experience) practitioners could develop a holistic approach to their domains through tactics such as improving the survey and re-evaluating KPIs, and exploration of new and additional technologies...Read More
Royal Bank of Canada enjoyed a celebratory evening as it earned esteemed honors for its RBC Rewards program during the Loyalty360 Customer Awards at last week’s inaugural Customer Expo.
The Loyalty360 Customer Awards honor global industry...Read More
That question was one of several answered during Tuesday’s Loyalty360 webinar titled, “The Loyalty IQ Challenge: Five Lessons for Loyalty Pros,” which was presented by Paytronix.
Kimberly Otocki, Content Marketing Specialist...Read More
In 2015, Wyndham Hotel Group completely re-imagined the Wyndham Rewards loyalty program.
Lacking a strong value proposition to differentiate it from the competition, the company overhauled the program’s look and feel—introducing the...Read More
Officials for the Philadelphia Phillies want to enhance the customer experience in a big way.
As a result, they partnered with Givex, the global cloud-based customer engagement solution that encompasses leading loyalty and gift card solutions...Read More
User-generated content is a key aspect of social media, but can brands benefit from it as well?
That’s definitely the case, according to Sprout Social’s Q4 2017 Index report.
“As social media’s role as internet time...Read More
For Samuel Johnson, VP Global Marketing, Customer Loyalty & Insights, Ryder System, Inc., the inaugural Customer Expo was a showcase for his company, a leader in commercial fleet management, dedicated transportation, and supply...Read More
We hear time and time again about artificial intelligence. To some, it sounds exciting and impactful in the loyalty marketing industry. To others, it evokes a 2001 science fiction film directed by Steven Spielberg.
Loyalty360 opted to ask an...Read More
Even the savviest loyalty program managers can be baffled, right?
Loyalty360 will host a webinar on Tuesday, Nov. 14, 2017, at 1 p.m. EST titled, “The Loyalty IQ Challenge: Five Lessons for Loyalty Pros,” which will be presented by...Read More
Harry & David, America’s premier choice for gourmet food gifting, has a rich heritage that brand officials sought to showcase in their comprehensive brand refresh across the website, mobile site, catalogs, emails, and social media...Read More
Officials at Caesars Entertainment might have to consider building a dedicated wing for their impressive awards haul from Loyalty360 conferences.
After Caesars walked off with the prestigious 360-Degree Award at the Loyalty360 Customer Loyalty...Read More
“We need to shift our focus from short-term gains to long-term profitability and growth.”
That was part of the message from Jason Burnham, Principal, Communications & Design, Innovation Lead, Strativity on Monday during his...Read More
United Airlines has a new VP of Loyalty, Luc Bondar, who assumed his new post on Nov. 1.
Bondar replaced Praveen Sharma as Sharma takes on the role of Vice President of Digital Products and Analytics. Bondar previously served as Senior Vice...Read More
What is a connected customer enterprise and how can it impact customer engagement/customer experience/customer loyalty efforts for any company?Loyalty360 posed that question, among others, to Duncan Avis, a principal in KPMG’s Advisory...Read More
Dominic Losacco, VP of Marketing, Moe’s Southwest Grill, knows full well the power of delivering a seamless mobile customer experience.
“Technology is allowing us to communicate with our audience how and when they want to be...Read More
Creating emotional connections with customers is a surefire way to earn brand loyalty.
For online apparel and footwear retailer Zappos, that goal is apparent in its business model as well as its Zappos for Good charitable arm.
Loyalty360 talked...Read More
Since Chick-fil-A launched its mobile app in June 2016, a noticeable shift has occurred that has led to surging brand loyalty.
What’s more, Chick-fil-A recently partnered with Taplytics to further enhance the customer experience...Read More
Getting your CRM and customer loyalty initiatives right is a crucial piece for all marketers, and especially for those in the restaurant industry.
Loyalty360 talked to William Jenkins, vice president, Loyalty, at Epsilon, to learn more about this...Read More
Are millennials the “Savviest Shopping Generation”?
They might be, according to Ibotta’s 2017 Millennial Shopping Report.
Ibotta, a leading mobile shopping app that pays consumers cash back on their everyday purchases, released...Read More
Can augmented reality bring stores to life through play experiences?
Well, officials at Toys“R”Us certainly think so.
Toys“R”Us introduced Play Chaser, which is its new, free-to-play augmented reality (AR) app. On the...Read More
When a brand considers piloting a loyalty program, there are various aspects to consider.
Loyalty360 hosted a webinar on Tuesday titled, “To Pilot or Not to Pilot? That Is the Question,” which was presented by Bond Brand Loyalty...Read More
Christina Coy, vice president of marketing at Pie Five Pizza, doesn’t mince words when she talks about customer experience and the company’s new website.
“This is our No. 1 priority!” Coy told Loyalty360. “Previously...Read More
Red Lobster, the world’s largest seafood restaurant company, has never had a loyalty program, until now.
Following highly successful testing in Colorado, then Arizona and Wyoming, Red Lobster on Monday unveiled its new app-based loyalty...Read More
In the recently released Temkin Loyalty Index 2017, Advantage Rent A Car earned the highest TLi (Temkin Loyalty Index) in a study that examined the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.
Loyalty360 talked to...Read More
That was one of the questions posed to Virtual Incentives CEO Jonathan Price during an engaging interview with Loyalty360.
Price, who participated in a compelling interview with Loyalty360, offered some eye-opening views on the future of rewards...Read More
When Amazon acquired Whole Foods earlier this year in an all-cash transaction valued at approximately $13.7 billion, it certainly enlightened many loyalty marketers as to the clear convergence of the digital and physical commerce worlds...Read More
The customer journey can be a tricky thing for loyalty marketers to navigate effectively. Knowing when and where to impact the customer engagement conversation is a crucial piece of the loyalty puzzle.
To gain further perspective on this and...Read More
To honor its 20th anniversary, Build-A-Bear’s upgraded web platform serves as the backdrop for a reintroduction of its data-rich loyalty program called the Build-A-Bear Bonus Club.
“We plan to use this backbone to systematically...Read More
When Buffalo Wild Wings launched its Blazin’ Rewards loyalty program nationwide in late June, company officials sought to offer a meaningful rewards experience to increase guest affinity and loyalty.
Buffalo Wild Wings CEO Sally Smith, who...Read More
It’s always interesting to see how customer loyalty is viewed in other parts of the world.
The Turkey-based Ketchup Agency recently released its Ketchup Loyalty Research 2017 and Altan Bulur, the company’s chief communications officer...Read More
A new comprehensive study by ZipLine, a provider of private-label debit mobile and card payments to the convenience store industry, reveals that consumers who join payment-powered loyalty programs spend more and their frequency levels are higher.
Many have said that, since he took over as CEO in 2015, Steve Easterbook has reinvented McDonald’s. During that time, the company’s shares have soared 65 percent while its recent third quarter revealed highly impressive global comp...Read More
Ron Orgiefsky, managing director, emnos; and Todd Bida, director of business development, emnos, have some enlightening views about retail loyalty programs, their popularity and necessity.
Loyalty360 talked to Orgiefsky and Bida during a...Read More
Should marketers launch a loyalty program right away or take the pilot approach?
Loyalty360 will host a webinar titled, “To Pilot or Not to Pilot? That Is the Question,” on Tuesday, Oct. 31, 2017, at 1 p.m. EDT. The webinar will...Read More
Imagine Experience CEO Bill McCoy told Loyalty360 in July that eBay, the world’s largest online marketplace, “that really stands out from its competition by going the extra mile for its customers.”
CEO of eBay Devin Wenig...Read More
CrowdTwist Chief Customer Officer Emily Rudin recently hosted a webinar with Emily Collins, senior analyst at Forrester, titled, “How to Build Loyalty through Predictive Analytics and Personalization.”
Loyalty360 talked to Rudin to...Read More
Customers want their relationships with companies to have the same qualities they value in their personal relationships–qualities like trust, respect, empathy, openness, and reciprocity, according to C Space CEO Charles Trevail.
Founded in San Antonio, Texas, in 1952 by George W. Church, Church’s Chicken is one of the largest quick service restaurant chicken chains in the world.
Church’s Chicken CEO Joe Christina talked to Loyalty360 about the company’s...Read More
At the North Face, officials survey customers with two objectives in mind.
“The first is product feedback,” Ian Dewar, senior manager customer lifecycle, The North Face, told Loyalty360. “We can reach out to key product...Read More
NICE inContact conducted a ground-breaking study that compares how businesses rate their success across more than 10 customer experience channels versus the actual experience and satisfaction that customers report in those channels.
The new...Read More
Susanna Freer Epstein, senior vice president, customer Loyalty Marketing, IHG (InterContinental Hotels Group), told Loyalty360 that “we’re bringing together the best of both worlds” in reference to combine two distinctive loyalty...Read More
Officials at Strativity Group, the world’s leading customer experience consultancy, recently unveiled Customer Types and a revamped user interface within Touchpoint Dashboard. Customer Types enable users to create, manage, and relate groups...Read More
Brands that facilitate digital or social comprise more than one third (36 percent) of the 2017 Brand Keys Loyalty Leaders according to the company’s 21st annual survey.
The New York-based brand loyalty and customer engagement research...Read More
The Rockport Group became a standalone company in August 2015, undergoing a major transition, carving out the business from two giant athletic companies, adidas, and New Balance.
Nevertheless, some things remain constant: Such as maintaining and...Read More
Epsilon, a global leader in creating connections between people and brands, recently received the prestigious 2017 Partner of the Year award by Citi.
The award recognizes Epsilon’s high levels of performance and service providing...Read More
During Thursday’s Loyalty360 webinar titled, “Supercharge Your Videos With Interactivity,” which was presented by HapYak, Kyle Morton, chief product officer at HapYak, told attendees that video is no longer relegated to a company...Read More
Employee engagement as well as corporate and social responsibility were the topics in Part 1 of a discussion with Steven Aldrich, GoDaddy’s chief product officer. In Part 2 he talks about the challenges and opportunities of personalization...Read More
The New York Jets recently announced a new multi-year partnership with IdentoGO by IDEMIA, the country’s preeminent identity-related service provider and exclusive provider of TSA Pre✓®. The agreement marks IdentoGO’s first NFL...Read More
Listening to customers and garnering invaluable feedback can, ultimately, help brands shape successful loyalty programs.
Enter Choice Hotels International and its Choice Privileges loyalty program.
Loyalty360 talked to Jamie Russo, VP, loyalty...Read More
The holiday season is always such a massively important time of year for loyalty marketers everywhere. For some, the holiday season represents the bulk of its annual sales so keen customer engagement and a superior customer experience are required...Read More
At Wheaton World Wide Moving | Bekins Van Lines, there is both a critical opportunity around the challenge of valuation countered by a mission to educate its customers−all focused on one goal: A memorable customer experience.
It’s always interesting and compelling for the Loyalty360 audience to gain a perspective on customer loyalty from another part of the world to see what things may be similar, what things may be different, and where the challenges lie...Read More
Larry Wine, chief commercial officer for Bridge2 Solutions, told Loyalty360 that his company’s launch of Loyalty Pay™−a rewards payment solution which enables the use of rewards currencies in retail stores at the POS and in...Read More
Prudential Financial, Inc. is a Fortune 500 company whose subsidiaries provide insurance, investment management, and other financial products and services to both retail and institutional customers throughout the...Read More
At Ally Financial, innovation is its lifeblood. Generating excitement, customer engagement, and interest are all ingredients of its ongoing quest for brand loyalty.
Loyalty360 talked to Ally Financial CMO Andrea Riley about the concept of...Read More
Jennifer Johnson was recently named vice president of loyalty marketing at Foxwoods Resort Casino (CT), which is the largest resort casino in North America.
Loyalty360 talked to Johnson about her goals connected to customer engagement and...Read More
Chris Yanko, director of marketing and sales support for Xeikon, talked to Loyalty360 about several topics connected to customer loyalty, including the biggest challenges brands face today.What are the biggest opportunities/challenges for brands...Read More
Hertz officials set various goals around its Great Gold Giveaway, all of which lead toward enhanced customer engagement and heightened brand loyalty.
Hertz Gold Plus Rewards members can participate in the Great Gold Giveaway for a chance to win 1...Read More
Customer experience is viewed as a significant piece of the overall customer loyalty puzzle. Loyalty marketers understand this point all too well.
The challenge, though, can be executing and delivering on this promise to customers.
Rebuilding trust and expanding brand loyalty are two priorities for Wells Fargo.
At the end of August, Wells Fargo completed an expanded third-party review of retail banking accounts covering 165 million accounts over a nearly eight-year period.
Nutrisystem CMO Keira Krausz referred to it as “content suspicion” when she spoke to Loyalty360 about how customers are changing.
“For years, consumers have been bombarded with information,” Krausz explained. “Lately...Read More
Loyalty360 talked to Julie Bustos, senior vice president of Technology Services at The Lacek Group, about how loyalty marketers can grow customer value and increase customer marketing performance through enhanced relevance and expanded reach.How...Read More
Amazon has always been innovative, to say the least, and its latest initiative caters to teenagers.
Amazon introduced a convenient way for teenagers 13 through 17 years old to shop on Amazon with their own login. For the first time, teens can...Read More
Officials at Boston-based B.Good, which has 54 restaurants (including Canada and Switzerland) in MA, CT, R.I., N.Y., Maine, N.H., VT, N.J., N.C. VA., and PA, with plans to open 10-15 new restaurants before the end of the year, take pride in their...Read More
Can loyalty marketers adapt their strategies to spark customer engagement through interactivity?
Loyalty360 will examine this topic when it hosts a webinar on Thursday, Oct. 19, 2017, at 1 p.m. EDT, titled, “Supercharge Your Videos With...Read More
In the automotive industry, more than half of dealership gross profit margin goes to payroll, which means the impact your employees can have on your customers and on your culture can be significant.
According to the 2017 Cox Automotive Dealership...Read More
Officials at Best Western Hotels & Resorts have the utmost pride in their award-winning loyalty program, Best Western Rewards® (BWR®).
To exemplify that pride, they issued a ‘throwdown’ to competitors framed by a...Read More
Data and customer loyalty seem to go hand in hand for brands, but sometimes it’s much more difficult to seamlessly integrate all the ingredients for an effective and impactful business strategy.
Loyalty360 talked to Excentus CMO Jeff...Read More
The top emotions that drive customer loyalty among financial institutions are feeling appreciated, respected, and valued, and providing experiences that impact these emotions will affect a bank’s bottom line, according to Forrester’s...Read More
Jim Techtmann, vice president of national sales for Entertainment’s Corporate Marketing Solutions group, talked to Loyalty360 about how the venerable company drives customer behavioral change that can lead to increased brand loyalty.
While the San Francisco 49ers are in the midst of a woeful 0-5 start to their season, their loyalty program’s immediate future seems much brighter.
For the past three years, the San Francisco 49ers have offered fans a loyalty program called...Read More
In June, Chirpify CEO Chris Teso told Loyalty360 that he was very impressed by Walmart’s take on technology, in particular, the mobile app.
“Integrating more technology into the future of shopping will certainly improve the...Read More
Plenti launched in mid-2015 as the first U.S.-based coalition loyalty program, which included several leading brands such as American Express, Macy’s, Rite Aid, AT&T, ExxonMobil, Macy’s, Nationwide, Hulu, Rite Aid, Enterprise...Read More
Russell Saks, CEO of Campus Protein, told Loyalty360 that his six-year-old company has recorded staggering growth in its brief history, but he wanted to leverage technology to meet and exceed heightened consumer personalization demands.
As a...Read More
Scott Gifis, vice president & managing director, North America, AdRoll, believes that his company helps clients drive customer loyalty through CX-related initiatives.
“Where a lot of our customers will leverage us with respect to CX...Read More
During Rite Aid’s recent second-quarter earnings call, CEO John Standley was very optimistic as the company moves forward as a standalone company, calling its wellness+ loyalty program a key differentiator.
Through its amended purchase...Read More
Driving customer loyalty is a challenge no matter the market.
But, when it comes to the luxury market, are there different considerations?
Loyalty360 talked to Eastwest Marketing Group CEO Lou Ramery about this intriguing topic.What challenges...Read More
Bank officials everywhere are always trying to drive increased customer engagement.
What are the key factors that bankers can “bank” on to entice more customer engagement?
According to a new global study from Affinion Group...Read More
Mark Vondrasek recently joined Hyatt as its executive vice president, global head of loyalty & new business platforms. In this newly created position, Vondrasek will direct Hyatt’s integrated experience strategy, which currently includes...Read More
Wine.com CMO Peter Elarde told Loyalty360 that the company used to be very transaction-oriented.
“We cared a lot about a good customer experience, but we thought about it one order at a time,” Elarde explained. “Now we’re...Read More
Despite the growth of e-commerce and its incredible convenience, most consumers shop at brick-and-mortar stores, according to a new study from the National Retail Federation.
In fact, the study shows that only about a fifth of U.S. consumers are...Read More
In mid-August, amid the wind down of Target’s Cartwheel Perks loyalty program, Ron Orgiefsky, managing director at emnos, told Loyalty360 that Target has been a progressive retailer for years, continually tweaking and adapting to keep...Read More
Before brands earn true customer loyalty, they must understand their customers. This is also one of the first steps toward building personalized customer experiences consumers now want and expect.
Loyalty360 seeks to understand how leading...Read More
Loyalty360 talks to brands and vendors alike daily and a common refrain heard from many of these companies involves taking a holistic approach to customer loyalty.
What that approach truly involves might vary from company to company.
In March, Nike CEO Mark Power said: “We’re aligning all of our firepower against the consumer experience.”
Like Nike, Parker leads by example and gets results.
The latest innovative approach from Nike is its Consumer...Read More
A Merkle B2B customer loyalty study, based on results from an April 2017 survey of 400 North American and U.K. B2B enterprise buyers and sellers, is broken down into three reports that examine how:
Non-financial incentives and business-building...Read More
Loyalty360 CEO and CMO Mark Johnson weighed in on this week’s news about Macy’s new Star Rewards loyalty program.
The venerable retailer has endured sinking sales and profits and plunging net income and same-store sales in recent...Read More
Officials at DSW, a leading branded footwear and accessories retailer, are excited about plans to spark customer loyalty amid a new brand mission, which is supported by key strategic initiatives focused on building engaging customer experiences...Read More
Alasdair James, who became the new CEO at Pier 1 Imports on May 1, is pleased with the company’s latest fiscal results but knows there is so much more potential that will strengthen brand loyalty.
Despite delivering a comp sales growth of 1...Read More
Can Macy’s new Star Rewards loyalty program overcome sinking sales and profits and plunging net income and same-store sales that have shadowed the venerable retailer in recent years?
On Wednesday, officials at Macy’s announced the...Read More
In the past few decades, incredible advances in computer and networking technology have provided easy access to an exponentially increasing amount of information to millions of consumers at relatively little cost. Through mobile, digital, and...Read More
Last month Jen Gray, senior vice president, Brand, Marketing & Creative Services, HelloWorld, told Loyalty360 that, while digital innovation can take many forms and strategies, “we’re seeing more and more brands place an emphasis...Read More
The process of putting together an amazing whiteboard animation video that articulates a message can be truly transformative for your company, according to Summer Felix-Mulder, founder and CEO of The Draw Shop.
On Tuesday Loyalty360 hosted a...Read More
On the heels of a solid, better than expected second quarter, fiscally speaking, officials at American Eagle Outfitters are optimistic about the future.
“In the second quarter, we achieved sales and earnings above our expectations in a...Read More
Loyalty360 talks to all types of brands on a regular basis and one of the overarching keys to success among loyalty marketers are truly listening to customers.
Brands can’t go wrong if they truly listen to their respective customers and...Read More
Creating those emotional connections with customers is an ongoing quest for loyalty marketers, and is pivotal in establishing long-lasting brand loyalty.
But making those incredibly important and valuable emotional connections with customers is...Read More
We’ve all read customer reviews on third-party sites online about their respective experiences at a particular restaurant, store, or with any other service company. For the most part, the reviews are left by people who had an extreme...Read More
At The Finish Line, its fiscal second-quarter results reflected a challenging time for the company and the industry.
Consolidated net sales decreased 3.3 percent year-over-year while comparable store sales fell 4.5 percent.
The Finish Line CEO...Read More
Could Amazon, Facebook, or Google be our banks of the future?
Well, according to a new study from LivePerson, that could be the case.
Nearly half of Gen Z respondents (43.2 percent) believe that big technology companies like Amazon, Facebook...Read More
Manchester United is one of the most popular and recognizable professional sports teams on earth. With nearly 660 million global supporters, Manchester United always wants to improve the customer experience to maintain its lofty global standing...Read More
The Parking Spot, the nation’s largest owner and operator of near-airport parking properties, recently announced a new tiered structure for its Spot Club rewards program. Spot Club members can now earn more savings, receive priority customer...Read More
One thing that loyalty marketers always want to see with a loyalty program is increased membership.
And that is exactly what officials at Choice Hotels have seen since they relaunched the Choice Privileges loyalty program in early 2016.
Panera Bread CEO Ron Shaich is so confident about his company’s new approach to the children’s menu that he has challenged CEOs everywhere to join him in eating from their respective kid menus exclusively for seven straight days...Read More
Strativity Group conducted eye-opening research titled, “National IMCO Employee Engagement Study,” which looked at the powerful impact that strong leadership can have on employee engagement and, in turn, brand loyalty.
Making emotional connections is such an integral component customer loyalty today. Officials at 1-800-Flowers.com believe that a new national initiative with Westwood One can definitely result in making strong emotional connections with customers....Read More
In this day and age of sky-high customer expectations amid an array of options, a CEO’s job is never done. Creating and sustaining memorable customer experiences that drive brand loyalty is a never-ending task.
At Bed Bath & Beyond, CEO...Read More
Officials at The Draw Shop would have you know that everyone from the United Nations to Twitter uses whiteboard videos to advance their views. The term whiteboard video describes the recording of any creative story being drawn on a whiteboard...Read More
Loyalty marketers want to know how to create actionable insights that can help drive customer engagement and customer loyalty. Distilling data effectively is a major challenge for brands.
Loyalty360 hosted a webinar on Tuesday titled, “CMO...Read More
Officials at Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, don’t want anyone left out of its Piece of the Pie Rewards loyalty program.
Now, Domino’s is awarding points to its loyalty members...Read More
Yes, it seems it’s never too early to talk about the all-important holiday season−the annual make-or-break period for many retailers.
One thing that can aid loyalty marketers during the upcoming holiday season, and spark customer...Read More
Andrea Heger, group vice president of client and broker management, Affinion Insurance Solutions, told Loyalty360 that the company’s goal is to develop consumer-centric programs for financial institutions that strengthen consumer engagement,...Read More
Officials at Zumiez, a specialty retailer of action sports related apparel, footwear, equipment, and accessories, maintain a vigilant outlook on changes in consumer behavior and adapting to provide a more personalized customer engagement.
In the wake of devastating Hurricanes Harvey and Irma, customer satisfaction among U.S. homeowners and renters’ insurance will be squarely under a microscope the rest of this year and beyond.
According to the J.D. Power 2017 U.S. Home...Read More
CIBC (Canadian Imperial Bank of Commerce) is excited about its Aventura Rewards loyalty program which allows clients to earn rewards points by using their CIBC Aventura® Visa cards.
Loyalty360 spoke with Mark Swartz, senior director, Aventura...Read More
Frigidaire recently kicked off its brand relaunch with a major new marketing campaign, “Your House Rules,” which was developed to celebrate and champion the things that make every home unique.
A national commercial featuring...Read More
Expanding the variety of rewards in a loyalty program is a surefire way to raise customer engagement levels.
At Red Roof Inn, its successful RediCard loyalty program has gotten bigger and better.
Guests can now use their RediCard points to not...Read More
Smartphones are ubiquitous today around the world as loyalty marketers seek to fine-tune their loyalty programs with relevant rewards.
Smartphones have certainly influenced the evolution of rewards and Loyalty360 spoke to Mark Fortuna, director...Read More
Competitive pressures to leverage customer data effectively continue to mount. Tools for accessing and using data are becoming more numerous, but loyalty marketers want to know how to create actionable insights that can help drive customer...Read More
Women’s clothing retailers has its roots in Duluth, MN, which date back more than 80 years.
From Day 1, customers have been at the heart of maurices, according to an InMoment case study.
“And the culture is contagious,” the...Read More
Officials at Seattle-based evo plan to survive during this era of Amazon and online shopping. One significant way evo plans to do that, and elevate its customer engagement initiatives, is through a partnership with Loge Co., an outdoor...Read More
Matt Thelen, head of strategy, insights & research at SendGrid, believes there is an emerging trend among the most sophisticated email marketers.
SendGrid commissioned a study, Elevate Your Email Marketing With A Customized Approach, that was...Read More
The allure of global Internet entertainment certainly holds Netflix in good stead from a customer engagement standpoint.
During the second quarter Netflix added 5.2 million subscribers, a record for that fiscal period.
“Over the next five...Read More
Building on his experience in the floral industry, Tariq Farid launched Edible Arrangements in 1999. Today it is one of America’s top franchise companies. Mr. Farid, still the company’s CEO, tells Loyalty360 how it all came together.
All brands want to be viewed as trustworthy. A new national survey from The Values Institute revealed its most trustworthy brands.
Amazon is America’s most trustworthy brand following by Marriott, Microsoft, Hilton, and Southwest Airlines...Read More
During Tuesday’s Loyalty360 webinar titled, “Delivered: How Bond’s Handwritten Notes Drive Customer Loyalty,” presented by Bond, Matt White, director of sales for Bond, talked about the power of handwritten notes as they...Read More
The restaurant space is intensely competitive today, with brands seeking differentiation on all fronts. Boosting the customer experience in a definitive fashion can drive customer loyalty efforts.
Loyalty360 talked to Jon Siegal, vice...Read More
For the past three years, the San Francisco 49ers have offered fans a loyalty program called Faithful 49 presented by Esurance.
The program has been successful, but team officials sought deeper fan engagement.
Matt Crowell, senior manager of...Read More
Jennifer Metz is vice president of business development at LoyaltyEdge.
Leveraging 20 years of American Express’ expertise and thought leadership in the rewards program business from the award-winning Membership Rewards program to its...Read More
Following a less than spectacular first quarter−when its stock tumbled to its largest one-day loss since 1999 after same-store sales dropped for the second consecutive quarter−Kroger, the largest U.S. supermarket chain by revenue and...Read More
DataCandy was named among ‘end-to-end loyalty solution example vendors addressing the broadest spectrum of loyalty-specific needs for small and midsize organizations’ in a new report released by Forrester Research titled, Vendor...Read More
Customer loyalty is leveraged in various ways by many different brands. At Rack Room Shoes, customer loyalty is used in a variety of ways to strengthen consumer relationships and to build brand loyalty.Aimia is Rack Room Shoes’ loyalty...Read More
According to Nielsen data, nearly 60 percent of grocery shoppers don’t fully understand nutrition facts on product packaging.
Since recognizing ingredients ranks first among consumers in terms of what influences their decisions to purchase...Read More
Making emotional connections are more important than ever for brands to acquire and retain customer loyalty.
But can handwritten notes resonate with customers and have a far-reaching impact in this day and age?
Loyalty360 will host a webinar...Read More
There are numerous challenges surrounding the creation of measurable experiences that drive customer loyalty.
Loyalty360 talked to Bruce Lilly, lead copywriter for The Draw Shop, to get his thoughts on this issue and many others tied to customer...Read More
Restoration Hardware CEO Gary Friedman has targeted strategies to enhance the customer experience.While 2016 was a year of transformation and transition, 2017 “will be a year of execution, architecture, and cash flow at RH,” Friedman...Read More
Associated Bank has been the bank of the Green Bay Packers for nearly 100 years. The 2017 NFL regular season kicks off tonight as the defending Super Bowl Champion New England Patriots host the Kansas City Chiefs, and Associated Bank wants to...Read More
With United Airlines and Delta Air Lines, each launching branded credit cards with no annual fees this week (United Wednesday and Delta today), consumers might want to know which one provides more value and is more engaging?Brian Karimzad...Read More
Last month’s Walmart-JD Omni-Channel Shopping Festival set records as the day’s combined transaction volume for Walmart’s e-commerce channels on JD.com were 13 times the previous 24-hour sales record, and Walmart physical stores...Read More
Banner Health is a nonprofit health care system based in Phoenix. It operates 28 hospitals as well as several specialized facilities throughout six states. It provides emergency and hospital care, hospice, long-term home care, outpatient surgery...Read More
Historically, pharmacies have seen very positive results when it comes to customer satisfaction and customer engagement, but a new study shows a declining pattern.According to the J.D. Power 2017 U.S. Pharmacy Study, decreases in satisfaction with...Read More
Listening to and engaging with its customers are crucial elements at Church’s Chicken.As part of its strategic realignment to ignite system-wide growth, Church’s Chicken recently announced the $5 Real Big Deal, a customized meal...Read More
A year ago at this time, Lands’ End was struggling and former CEO Federica Marchionni was close to her resignation. The company numbers weren’t trending well and the iconic brand was searching for answers.
Fast forward to September...Read More
Sarah Sharp-Wangaard, vice president of marketing at Hibbett Sporting Goods, told Loyalty360 that officials at Hibbett Sports, a sporting goods retailer founded in 1945 in Birmingham, Alabama, realized their loyalty program needed a refresh.
In a new report titled, “Closing the Customer Experience Gap: How IT and Business Can Partner to Transform Customer Experiences,” released by the Harvard Business Review, the future of customer experience is at hand.
Demographic data or behavioral targeting?
Which fosters the better customer engagement?
Loyalty360 talked to Matthew Liebmann, Global President of Movio Cinema, about this intriguing question.
Movio delivers strategic, operational, and...Read More
Delta Air Lines continues to seek new and impactful ways to engage with customers.
Recently, the airline launched a pilot program that allows customers to video chat with a customer service agent.
Delta’s pilot video chat program is at...Read More
Officials at La Quinta Inns & Suites have always been vigilant about providing as good and robust a loyalty program as possible, along with constantly listening to what their customers tell them.
Since the relaunch of the La Quinta Returns...Read More
Wine.com CMO Peter Elarde wants to engage his loyal customer base in the best and most effective ways possible. Customer engagement with millennials is one of the key trends Elarde sees.
“Two big trends for us are the shift to mobile and...Read More
It is such a simple, yet, an engaging promotion that Dunkin’ Donuts recently launched to reward its supremely loyal customer base.
The promotion is called “Sip. Peel. Win,” which is the brand’s first-ever national on-cup...Read More
In the past couple of years, Shoe Carnival, one of the country’s largest footwear chains with more than 555 stores throughout the Midwest, South, and Southeast regions, has seen its Shoe Perks loyalty program more than double to more than 12...Read More
Brands are constantly trying to build deeper relationships with their customers that lead to heightened engagement, loyalty, and advocacy.
These aspects of the brand/customer relationship were examined during Tuesday’s Loyalty360 webinar...Read More
Can pets assist with customer loyalty?
Just ask BJ’s Wholesale Club.
BJ’s Wholesale Club expanded its Berkley Jensen pet assortment line with additional dog treats, dry dog food, and wet cat food options that are grain-free with zero...Read More
Is there ever a good time to be a credit card customer?
According to the J.D. Power 2017 Credit Card Satisfaction Study, one incentive driving the high levels of overall satisfaction among credit card customers is cash-back rewards.
Ulta Beauty’s growth is simply astonishing, due in large part to its immensely popular loyalty program, Ultamate Rewards.Ulta Beauty achieved more than 20 percent top-line growth during the company’s second quarter.
“We exceeded...Read More
Loyalty360 talks to brands and vendors on a regular basis to stay close to the pulse of the industry, what’s trending, and where certain technologies might be making a lasting impact on customer experience/customer engagement.
So many loyalty marketers would love to know what exactly makes millennials tick from a customer engagement/customer experience perspective, what kinds of technology options they prefer, and where they like to shop.
Like their Generation Z...Read More
Season ticket-holders are the backbone of any sports team’s fan base and the Minnesota Twins are no exception. However, with the Sweet Spot loyalty program, the team wanted to engage with season ticket holders in a way where they could...Read More
Earlier this month Expedia launched Expedia Powered Technology, a toolkit of technology, marketing, and data offerings designed to help hotel partners drive knowledge and efficiencies to grow their businesses.
Loyalty360 talked to Melissa Maher...Read More
For GameStop, which has built a devout and loyal following over the years, its PowerUp Rewards program is a critical piece of the company’s overall customer-centric focus.
In the past 12 months, the loyalty program has added 1.5 million...Read More
As CMO of TIBCO Software, Thomas Been knows the importance of effective and impactful customer experience.
TIBCO Software is an American company that provides integration, analytics, and event-processing software for companies to use on-premises...Read More
Technology solutions play such an important role today for loyalty marketers. Finding and leveraging the right solutions can lead to heightened customer engagement and brand loyalty.
For business travelers, technology has opened up new and...Read More
Williams-Sonoma CEO Laura Alber knows that differentiation through customer experience is the path to greater success.
Last year, Alber touted the company’s mission spearheaded by its customer-centric initiative, which includes supply chain...Read More
Officials at Hibbett Sports, a sporting goods retailer founded in 1945 in Birmingham, Alabama, realized their loyalty program needed a refresh.
Hibbett Sports operates more than 1,000 stores in 33 states.
Sarah Sharp-Wangaard, vice president of...Read More
To ensure customers continued to come first after the Dell and EMC merger, the company analyzed the financial value of customer retention through improved customer experience in hopes this would better focus the organization’s efforts. Via...Read More
Wine.com CMO Peter Elarde believes that being able to personalize the customer experience sets the company apart.
Loyalty360 talked to Elarde about this theme, among other customer loyalty issues.What prompted the new website and what are your...Read More
Ruby Tuesday is in a tough position and company officials hope to turn things around with a “relentless” focus on improving the customer experience.
During Monday’s fourth-quarter earnings call, Ruby Tuesday CEO Jim Hyatt...Read More
At Loyalty360, we interview brands on a daily basis and it is widely understood that the customer is in the driver’s seat today.
As a result, marketers must listen and adhere to what customers are telling them.
In Marketo’s report...Read More
All loyalty marketers want to know the defining characteristics of effective and impactful customer loyalty.
To help our audience in that light, Loyalty360 will present a webinar titled, “CMO Challenge Report: The Defining Characteristics...Read More
For more than 20 years, West has been leading the way in hosted and cloud-based solutions, with unified communications, safety services, and customer experience management solutions like IVR, cloud contact center, and notifications.
Phillips 66 officials hope to ignite customer engagement through their new partnership with GasBuddy.
Phillips 66 selected GasBuddy Business Pages, the smartphone app company’s B2B Retailer Software-as-a-Service (SaaS), to help drive...Read More
Humanizing a loyalty program is the ultimate goal of a new video series from La Quinta Inns & Suites called, “On The Road With Dave,”—featuring Dave Sims, La Quinta’s vice president of loyalty marketing.
“On The...Read More
At First Data, “we are all about delivering innovation to help our clients grow,” Dom Morea, senior vice president, head of gift solutions at First Data, told Loyalty360.
With more businesses than ever using gift cards to reward...Read More
Foot Locker CEO Dick Johnson didn’t mince words about his company’s poor second-quarter fiscal performance but discussed at length the moving parts at play in an incredibly fast-moving world of customer loyalty.
“We do not...Read More
Don’t refer to Gap as a “mall-based apparel retailer” around Art Peck, the company’s CEO.
Peck strongly believes that Gap is a multi-dimensional company that is often pigeonholed in relation to malls.
Driving loyalty and...Read More
Andy Steen, head of strategic marketing at Avaya, believes there are many challenges associated with customer experience and that digital transformation is crucial to ensure a seamless customer journey.
Steen specializes in leading internal and...Read More
SSI and Alaska Airlines recently announced a new loyalty rewards program called The Opinion Terminal, which offers Mileage Plan members the opportunity to earn award miles by participating in surveys and sharing their opinions.
Mileage Plan...Read More
Officials at MGM Resorts International have always supported this country’s greatest heroes and, as a result, they launched a new and unique loyalty program last month called Military & Veterans Program (MVP).
The program was created in...Read More
Grocery stores have higher customer loyalty than their retail counter parts due to necessity, according to inMarket inSights’ Spring 2017 Loyalty Report: Grocery.
Based on the study, the Top 5 Grocers for Customer Loyalty are:
King Soopers...Read More
For Dick’s Sporting Goods CEO Ed Stack, the retail market is currently in flux.
Stack likes the company’s current position in the sporting goods marketplace, yet is it strong enough to restore brand loyalty amid fierce competition...Read More
Hawaiian Airlines officials had been working with LivePerson, Inc., a leading provider of cloud mobile and online business messaging solutions, for the past year on its live chat program and they saw text messaging as a natural progression to...Read More
Major League Soccer and the National Hockey League usually aren’t the most popular sports talked about by fans, and for good reason, since they are considered “minor” sports in the U.S. But, not so when it comes to the J.D. Power...Read More
To ensure that our customers continued to come first after the Dell and EMC merger, we analyzed the financial value of customer retention through improved customer experience in hopes this would better focus the organization’s efforts. Via...Read More
Loyalty program participation among Generation Z and Millennials is alive and well, according to a new research report from CrowdTwist titled, “Gen Z vs. Millennials: The Changing Landscape of Loyalty.”Loyalty360 talked to CrowdTwist...Read More
Can Macy’s reinvent itself effectively and in time to recapture lost brand loyalty to this iconic company?Macy’s officials are on a mission to reinvent their loyalty marketing strategy as outlined in a recently Loyalty360 article...Read More
That is the question Mood Media attempted to answer in its study titled, “The State of Brick and Mortar: 2017.”There are all kinds of ways for loyalty marketers to enhance customer engagement, the overall customer experience, and...Read More
JetBlue officials have always viewed themselves as innovators, especially when it comes to customer experience.
Through a new partnership with Gladly, a modern customer service platform, JetBlue is poised to raise its customer service levels...Read More
Zinrelo is a technology company that specializes in loyalty rewards programs.
Samir Palnitkar is the founder of Zinrelo and a serial entrepreneur who has executed four successful startups prior to Zinrelo. He has more than 20 years of industry...Read More
Loyalty marketers everywhere usually never have a problem with collecting data, but distilling it to find the best quantity and quality poses a challenge to many.
Loyalty360 talked to Emil Sarkissian, CEO of Loyalty Methods, a Rythmos company...Read More
Dorothy Dowling, senior vice president and chief marketing officer for Best Western Hotels & Resorts, is very proud of the company’s Best Western Rewards loyalty program that has earned several accolades in recent years.
Most recently...Read More
Wyman T. Roberts, CEO of Brinker International, which owns Chili's and Maggiano’s Little Italy restaurant chains, knows that Chili’s must be more aggressive in a very competitive marketplace to spark heightened customer engagement...Read More
Yesway, a convenience store chain with a total of 70 locations in Iowa, Texas, Oklahoma, and Kansas, recently launched a new customer loyalty program, Yesway Rewards, that offers points for each dollar spent on fuel or in-store merchandise...Read More
Back in January, Augeo Marketing CMO Ken Greer offered Loyalty360 an unequivocal response to the following question: “Do you think Macy’s is on the right path to regain brand loyalty since it has fallen on hard times in recent...Read More
Kelly Koelliker, director, solutions marketing, Verint, told Loyalty360 that driving customer engagement is becoming more of a challenge for organizations of all sizes and industries.
“Every interaction with a customer is an information...Read More
For eBags, the industry-leading e-tailer and travel gear expert, back-to-school is a vitally important season.
Ebags officials work with popular YouTubers and bloggers to showcase the most popular backpacks for the 2017 back-to-school season. The...Read More
When Red Robin Gourmet Burgers CEO Denny Marie Post saw the company enter negative territory on both sales and traffic during the fourth quarter of 2015, officials set out to understand what was driving the decline by doing research with their...Read More
Creating brand alignment can be a challenge for loyalty marketers, but the potential benefits are highly attractive.
Marc Rashba, vice president, Sony Pictures Entertainment, spoke with Loyalty360 about how his company views the current customer...Read More
The ubiquity of social media makes it an attractive tool for loyalty marketers, yet this burgeoning topic poses many questions about its potential fiscal impact and its ability to drive meaningful customer engagement.
That compelling theme was...Read More
DSW, a leading branded footwear and accessories retailer, recently announced the company will be giving back to the community once again through its Shoe Lovers Care Leave Your Mark program. DSW associates nominated eight family...Read More
In the ongoing quest for personalization, with an emphasis on digital and mobile advertising, retailers and brands should not outpace the interests and shopping habits of their core customers, according to a new study from InStream.
Customer experience is a matter of the utmost significance.
At Nutrisystem, a good and memorable customer experience lays the foundation for future brand advocacy.
Nutrisystem’s goals are to support its customers on their weight loss...Read More
Officials at children’s fashion brand Zutano wanted to thank their loyal customers in a special way.
With Zutano’s new loyalty program, customers can now earn rewards points by referring a friend, following Zutano on their social...Read More
In June Red Lion Hotels Corporation officials launched the RLH Magazine−a full-color, quarterly publication for the company’s hotel owners, corporate associates, and prospects−to significantly enhance the customer experience...Read More
Red Shoes Living not only targets executive teams at companies, but it also serves as a powerful reminder that the five pillars that lie at the core of the business can be used in anyone’s daily life.
Lonnie Mayne, the founder of Red Shoes...Read More
What is the biggest opportunity for loyalty marketers today?
According to a new Forrester Consulting study, commissioned by Marchex, customers who call a business are more valuable prospects for that business than those who don’t. The...Read More
Domino’s Pizza, a global leader in pizza delivery and digital ordering platforms, was the first pizza company to launch a pizza ordering skill on Amazon Alexa last year. Now Domino’s is taking that skill to the next level to offer a...Read More
Impactful employee engagement holds the key to transcend a company, permeating its intoxicating powers among associates, thereby boosting customer engagement and brand loyalty.
At Medallia, this is a way of life as company officials work with...Read More
Social media is a burgeoning topic among loyalty marketers, especially as it relates to driving impactful customer engagement.
Loyalty360 and Strativity Group will co-present a webinar titled, Loyalty360 CMO Challenge Report: Promise and...Read More
Keeping your eye on the prize, or in this case, customer success is a key for Keith Pearce, vice president of product marketing at Salesforce.
Pearce is responsible for the messaging and the positioning of the company’s service cloud...Read More
Fitbit CEO James Park is very proud of his company’s ability to drive customer behavioral change that, ultimately, can lead to brand loyalty.
“At Fitbit, we understand that health and fitness is incredibly personal and there is no one...Read More
Avaya, which has one of the highest NPS scores in its industry, is a multinational technology company headquartered in Silicon Valley. Avaya provides the most complete portfolio of software and services for contact center and unified...Read More
Auctions are the newest addition to the award-winning Wyndham Rewards loyalty program.
Wyndham Rewards auctions launched on July 26 with 35 packages and experiences from Wyndham and partners like Caesars, Six Flags, and LEGOLAND.
Auction items...Read More
Pizza Hut has now joined the loyalty program mix after it recently launched Hut Rewards, which rewards customers unlimited points for every dollar spent online.
Hut Rewards differs from other pizza loyalty programs because customers can earn a...Read More
Customer engagement. Customer service. No matter the way you describe it, this facet of a consumer interaction with a brand must be stellar and memorable.
Julie Pukas, head of U.S. Bankcard and Merchant Services at TD Bank, told Loyalty360 in...Read More
TIBCO Software is an American company that provides integration, analytics, and event-processing software for companies to use on-premises or as part of cloud computing environments. The software manages information, decisions, processes...Read More
Royal Caribbean International CEO Richard Fain is very excited about where the brand currently sits, and what beckons in the future. With so many consumers seeking experiential memories and memorable customer experiences, Royal Caribbean is happy...Read More
Adapting different customer engagement strategies based on changing shopping patterns is a wise maneuver for any loyalty marketer.
While The Rockport Group has undergone some major changes in recent years, one thing remains the same: Its deep...Read More
Ingrid Lindberg, a veteran customer experience leader, was named president of Kobie Marketing in June.
Kobie Marketing, a global leader in loyalty and rewards initiatives design, management, and consulting, hired Lindberg because of her extensive...Read More
Keith Pearce, vice president of product marketing at Salesforce, is responsible for the messaging and the positioning of the company’s service cloud platform in the market. Loyalty360 asked Pearce how he thinks customers are changing...Read More
The Rockport Group has undergone some major changes in recent years, but one thing remains the same: Its deep commitment to its loyal customers and to enhancing an already stellar customer experience.
Loyalty360 talked with two Rockport...Read More
Customer engagement is vitally important to loyalty marketers everywhere. Strategies surrounding effective customer engagement vary from brand to brand.
Loyalty360 caught up with Dave Williams, head of enterprise research and analytics for...Read More
GNC Holdings CEO Robert Moran realizes that the company made an incredibly bold move at the end of 2016, launching One New GNC that represents a fundamental change in its business model.
GNC closed every one of its stores on Dec. 28, 2016, and...Read More
Brands must establish their own identities, according to Joleen Buettner, senior partner retail professional services, business consulting at NCR Corp.
Buettner serves as the co-lead for the company’s loyalty practice. NCR Corp. is a global...Read More
At Farmers Insurance, officials are most proud of their continued efforts to create a truly differentiated experience for their customers−one that keeps the personal agent and customer relationships Farmers is known for and adds the benefits...Read More
Lisa Celebre, vice president store operations at The Bon-Ton Stores, told Loyalty360 that simplifying the process was one of the reasons the company partnered with Zebra Technologies Corporation, a market leader in mobile computers, scanners, and...Read More
Talking about the customer is one thing. But, making sure that everything you do revolves around your customers and their insights is crucial to ensuring high engagement levels and brand loyalty.
At Guardian Life Insurance, that is a way of life....Read More
Red Shoes Living can help companies come closer together, providing support for a necessary, but often neglected, factor pivotal in building successful, customer-centric organizations: The human factor.
But does this unique company and its...Read More
Strategy and execution must be aligned for loyalty programs to achieve optimal results, but not all companies are equally committed to both these ideologies.
For loyalty programs to be successful, three key elements need to be in place:
Digital and mobile customer engagement has long been a driving force for customer loyalty at Starbucks. The company has invested in these critical pieces of the customer loyalty puzzle for many years now and CEO Kevin Johnson is confident that the...Read More
Bond Brand Loyalty will be able to enhance its customer engagement experiences through a new partnership with RedPoint Global, a leading provider of data management and customer engagement technology.
The partnership will provide a unique...Read More
Last week AMC Theatres celebrated the one-year anniversary of the relaunch of its AMC Stubs loyalty program, which now boasts more than nine million AMC Stubs member households, more than tripling its membership during the past year.
AMC launched...Read More
Loyalty marketers are always seeking more insights to leverage to magnify the customer experience and customer loyalty levels.
They might be able to find some insights in this department from a new Australian customer loyalty research report...Read More
Bill Termini, vice president of sales, Harco Incentives, believes that customer loyalty is driven by three primary merchandising trends.
Loyalty360 caught up with Termini to find out more about these trends, among others.Can you talk about the...Read More
Hilton Worldwide continues to innovate to expand the customer experience of its guests.
A new partnership with Travel and Transport, a first in the hotel industry, will provide Travel and Transport clients with the ability to easily access and...Read More
Two years ago, Chipotle endured an E. coli outbreak that affected almost 60 people who ate at the massively popular burrito chain. That incident was well documented and caused company officials to take strident measures to take control of...Read More
Mobile technology is everywhere today and, seemingly, most people seek customer engagement through those channels.
At Guardian Life Insurance, that is a reality that has not gone unnoticed.
Loyalty360 spoke with Kimberly Delaney, vice president...Read More
Loyalty marketers may face intense pressure regarding their customer data when the European Union’s GDPR (General Data Protection Regulation) takes effect next year.
Companies across the globe will face more pressure to improve their data...Read More
Officials at GreenTree Hospitality Group, the 14th largest global hotel brand with more than 2,600 hotels worldwide, sought to make their loyalty program different and unique.
Enter Stellar Loyalty.
GreenTree selected Stellar Loyalty to provide...Read More
Customer engagement reigns supreme at Newegg, one of the top tech-focused e-retailers in North America.
Loyalty360 talked to Merle McIntosh, senior vice president sales & marketing, Newegg, about the company’s unique approach to its...Read More
Technology these days is such a pivotal piece of the customer engagement/customer experience/customer loyalty puzzle.
At Microsoft, officials always keep their eye on the ball.
During the company’s recent fourth-quarter earnings, Microsoft...Read More
Target is winding down its Cartwheel Perks rewards program that it started testing in five markets less than a year ago. The five markets are Denver, Houston, Raleigh-Durham, San Diego, and St. Louis.
But Target’s Cartwheel app, which...Read More
Engaging customers where they want and how they want is an omnipresent task for loyalty marketers.
Citi recently partnered with Paypal to allow eligible Citi card members to use their ThankYou Points to pay for purchases at merchants that...Read More
Mining volumes of customer data can pose a significant challenge for any loyalty marketer. Finding the true connection between customer data and impactful loyalty programs is not an exact science.
John Geiger, director, client services, Baesman...Read More
Passion has always been equated with Harley-Davidson and that drives the iconic company’s legendary brand loyalty.
During the company’s fiscal second quarter, it experienced some distinct challenges.
“While we expected the U.S....Read More
Kmart recently opened a telepharmacy in Des Plaines, IL, which marks the company’s first-ever remote dispensing pharmacy.
Telepharmacy is the delivery of pharmaceutical services via telecommunications to patients and signifies a growing...Read More
Brands and retailers use CodeBroker’s Mobile Loyalty Experience Engine to merge mobile and digital capabilities into their loyalty programs without the need for complex integrations.
Loyalty360 caught up with CodeBroker CEO Dan Slavin to...Read More
Founded in 2009, after graduating from the Techstars program, SendGrid has developed a cloud-based service that solves the challenge of email delivery by delivering emails on behalf of companies. SendGrid eliminates the complexity of sending email...Read More
Loyalty360 routinely speaks with brands about the critical importance of customer experience as a key differentiator among today’s loyalty marketers.
Last month, Julie Pukas, head of U.S. Bankcard and Merchant Services at TD Bank, told...Read More
To borrow a lexiconic phrase from the world of college basketball, in the hospitality world, companies have to focus on the customer experience to “survive and advance.”
For Preferred Hotels officials, they view customer experience as...Read More
Differentiation is the name of the game for loyalty marketers and a big opportunity exists now for brands to build or modify reward structures that add more value.
Digital benchmarking firm L2 Inc released its inaugural Intelligence Report...Read More
There are many challenges and opportunities facing loyalty marketers today, whether they involve measuring the efficacy of customer experiences or controlling and managing loyalty programs.
Kelly Crerar, senior vice president of strategy for IC...Read More
Reaching membership goals in any loyalty program bears testament to its efficiency, simplicity, and attractiveness.
For Global Hotel Alliance, its DISCOVERY loyalty program recently eclipsed the 10 million-member mark.
Kristi Gole, director of...Read More
For Wells Fargo CEO Tim Sloan, rebuilding trust is a major priority, which is accompanied by efforts aimed at strengthening the company’s culture that can, ultimately, foster brand loyalty.
During Wells Fargo’s recent second-quarter...Read More
Loyalty360 held an in-depth interview recently with Keith Pearce, vice president of product marketing at Salesforce, to talk about the state of customer experience in the loyalty industry and how customers are changing.Can you talk a bit about...Read More
BJ’s Wholesale Club has a healthy and strong relationship with its loyal customers, but company officials always seek greater and enhanced customer engagement.
They think they found that through a new partnership with celebrity chef Ellie...Read More
When it comes to loyalty program science, Loyalty360 talked to Eoin O’Sullivan, Global Director of Business Intelligence at Snipp, to find out the latest trends that loyalty marketers should be aware of and incorporate into their...Read More
Making the weather a keen attraction for consumers might seem like a lofty goal, but that’s not the case, according to William McGarry, vice president of sales at AccuWeather.
“Engagement with the weather is high because it impacts...Read More
Travelers in Latin America and the Caribbean may now enjoy more perks and rewards with the expansion of two loyalty programs–Enterprise Plus, through the Enterprise Rent-A-Car brand; and the award-winning Emerald Club, through the National...Read More
The shift to the connected consumer shows no signs of slowing down, and buying habits are transforming, according to the 2017 Walker Sands Future of Retail study.
“Retail isn’t just about when customers are ready to buy anymore–...Read More
Three days ago, venerable retailer J.C. Penney unveiled a new loyalty program accompanied by fervent hopes of increased customer engagement and brand advocacy.
For the 115-year-old retailer, the new JCPenney Rewards loyalty program marks a new...Read More
Jonathan Seabolt, head of sales and strategy for LoyaltyEdge, believes that with so much data available to loyalty marketers, they need to leverage it to their advantage and “wow” customers to heighten brand loyalty.
Leveraging 20...Read More
AI has been a hot topic among loyalty marketers in recent years, and even more this year.
Can AI transform and elevate a loyalty marketer’s approach to customer experience?
A new study from Emarsys, conducted by Forrester Consulting...Read More
Employee engagement is a staggeringly high priority at the offices of WD-40.
In the loyalty industry, solid employee engagement breeds customer engagement, which, in turn, breeders brand loyalty.
Consider the following: More than 92 percent of...Read More
Red Lion Hotels Corporation officials are always looking to significantly enhance the customer experience. Last month, they announced the launch of RLH Magazine, a full-color, quarterly publication for the company’s hotel owners, corporate...Read More
Venerable retailer J.C. Penney has encountered various hurdles in recent years that have impacted fiscal results and brand loyalty. But, today J.C. Penney officials embark on what they hope is the start of a new and prosperous chapter for the 115...Read More
Sonesta Hotels officials take pride in touting their Sonesta Travel Pass complimentary rewards program. What’s more, they offer a summer sweepstakes from June through Sept. 30, 2017, to engage customers about their loyalty program.
As Office Depot officials pondered a new loyalty program, they went straight to their best source: Their customers.
As a result, today Office Depot unveiled its new loyalty program, Office Depot OfficeMax Rewards Everything, that not only saves...Read More
The accolades for Chicken Salad Chick keep flowing in this year.
Chicken Salad Chick’s prowess in the area of customer insights was highlighted at the fourth annual Loyalty360 Awards held at the 10th annual Loyalty Expo in May. Chicken...Read More
Helping retailers understand digital customer engagement is one of the keys for Salesfloor.
Loyalty360 caught up with Ben Rodier, co-founder and chief client officer at Salesfloor, to learn more about the company and its approach toward customer...Read More
The merger of QVC and the Home Shopping Network will bring together two marketing giants and a wealth of attendant customer loyalty.
Liberty Interactive, which owns QVC, will acquire the 62 percent of HSNi it does not already own in an all-stock...Read More
Sonic’s key executive decisions recently drove home the fact that an enhanced customer experience is its utmost priority.
During the company’s recent third-quarter earnings call, Sonic CEO Cliff Hudson noted the following key...Read More
Moving to the cloud is often discussed among loyalty marketers everywhere, the pros and cons, the upsides and downsides.
Kevin McMahon, director of global marketing at West Unified Communications Services, believes strongly that companies should...Read More
Alasdair James, who became the new CEO at Pier 1 Imports on May 1, believes that the company can and should be doing better in the area of brand traffic. He thinks that a new holistic omnichannel approach can spark new customer engagement.
Merkle Loyalty Solutions Group (formerly 500friends) recently released a comprehensive report titled, “The Great Loyalty Reset: Defining the Future of Loyalty for Retail and CPG brands,” which was based on a global...Read More
Achieving that optimum culture balance goes a long way toward creating, enhancing, and sustaining a memorable customer experience.
At Moe’s Southwest Grill, that optimum culture is present and plays a large role in the company’s brand...Read More
The main goals for developing a mobile loyalty program for Pizza Hut restaurants in Saint Petersburg, Russia, were:
To create an up-to-date customer database, without processing tens of thousands of forms
To estimate and increase visit frequency...Read More
Imagine Experience founder and CEO Bill McCoy told Loyalty360 last month that personalizing the customer experience to meet the needs of consumers being engaged is what matters today.
“Everyone wants to collect experiences and memories as...Read More
Azim Esmail, founder and CEO of RewardOps, believes that to effectively drive customer loyalty, brands need to collect, analyze, and act on massive data sets using a variety methods and sources. Automation, in particular, has made it possible to...Read More
Mark Parker, CEO of global icon Nike, learned three key customer-related themes that emerged during the company’s fiscal year.
“As I reflect on the year and what the consumer is telling us, three insights stand out,” Parker said...Read More
While this year certainly has been a significant one for Hilton Honors loyalty program after the iconic brand overhauled the program (dropping the extra H, while adding new rewards and benefits, and increasing the flexibility of points), Aaron...Read More
Three years ago, Auntie Anne’s launched its successful My Pretzel Perks loyalty program.Cultivating customer loyalty at Auntie Anne’s starts with effective customer engagement.
One of the key ingredients in the My Pretzel Perks...Read More
What better day than today to look at a list of the most Patriotic brands in the U.S.?
According to the 15th annual Brand Keys survey of American brands, believability and authenticity are the keys to emotional customer engagement. The more...Read More
Different brands hold different views on the customer journey and its impact on brand loyalty. At Hilton, the customer journey is the highest priority that touches every facet of the overall customer experience.
While this year certainly has been...Read More
As Lee Moreau, director, loyalty marketing and captains club, Celebrity Cruises, views it, the customer journey at her company is considerably different than for a typical retailer. Personalized customer engagement is critical in acquiring and...Read More
When it comes to customer engagement, Preferred Hotels officials believe they have a firm grip, constantly monitoring feedback to ensure consistent, ongoing communications.
Loyalty360 spoke with Michelle Woodley, executive vice president,...Read More
Monumental Sports and Entertainment is a conglomerate that owns three pro sports teams in Washington D.C. and one in Baltimore. It also owns the Verizon Center arena, manages another on the campus of George Mason University, with a third facility...Read More
Social media is an interesting topic among loyalty marketers. Some leverage it more heavily than others, and at Preferred Hotels, social media is high on the list of priorities for customer engagement.
“Social media is a great tool...Read More
Scott Hays, senior vice president, product marketing, Epicor Software Corporation, believes that the latest version of Epicor ERP−which extends manufacturing leadership with the launch of powerful cloud-based analytics and global electronic...Read More
Demos Parneros might be the fifth CEO at Barnes & Noble in the past four years, but he is optimistic about the company’s future as it relates to brand loyalty. Parneros was named CEO in April when he was promoted from Chief Operating...Read More
At the beginning of Thursday’s Loyalty360 webinar titled, “The Battle For Love & Loyalty—Key Findings From The Loyalty Report 2017,” which was presented by Bond Brand Loyalty, Scott Robinson, vice president design &...Read More
In the wake of last week’s eye-opening deal where Amazon acquired Whole Foods in an all-cash transaction valued at approximately $13.7 billion, Whole Foods CEO John Mackey is over the moon with anticipation of what the future holds from...Read More
Starting in 2010, a new generation of millennials became the largest group of consumers for fast-food and fast-casual restaurant businesses. All market players, including Pizza Hut, started to focus heavily on building their customer loyalty and...Read More
That is one of the questions Loyalty360 posed to Carlos Dunlap-Beard, vice president, loyalty solutions, Snipp.So much attention is given to customer loyalty and B2C programs, but how is customer loyalty shaping the success of B2B programs?Dunlap...Read More
For Target officials, the Dallas/Fort Worth area offers historical significance to the discount store retailer. Revamping the store shopping experience and physical appearance is a worthy investment. In fact, that worthy investment is $220 million...Read More
Digital banking was widely viewed as a burgeoning customer engagement vehicle for financial institutions. But, this year a study showed a decline in customer satisfaction and brand loyalty accompanying digital banking.
In fact, in this day and...Read More
Dr. Kenneth Sanford, U.S. lead analytics architect with data science company Dataiku, believes that the better loyalty marketers understand their customers, the better chance they have of retaining them.
Sanford told Loyalty360 that loyalty...Read More
Delivering a seamless, integrated customer experience online and via mobile is an overarching mission at Citizens Bank.
To achieve that seamless, integrated customer experience online and via mobile, Citizens Bank has partnered with Bottomline...Read More
Customer referral programs are seeing considerable growth due to changes in buyer behavior, which has created an urgency for companies to reach and influence buyers in a different way.
That is a central theme in Amplifinity’s paper, &ldquo...Read More
As the grocery segment heats up against the backdrop of a price war competition, online behemoth Amazon dropped a bomb on the industry just four days ago: It acquired Whole Foods in an all-cash transaction valued at approximately $13.7...Read More
Five days ago, Kroger−the largest U.S. supermarket chain by revenue and the second-largest retailer (behind Walmart)−saw its stock tumble to its largest one-day loss since 1999 after its same-store sales dropped for the second...Read More
When members evaluate and interact with loyalty programs, the experience is unequivocally the main river of satisfaction.
Loyalty programs are among the largest drivers of brand choice as consumers assess their program experience on elements...Read More
J.C. Penney has partnered with beauty retailer Sephora since 2006, leveraging the Sephora Inside J.C. Penney to drive more traffic and, ultimately, brand loyalty.
That partnership has created considerable impact on the company’s customer...Read More
Identifying consumers as loyal or not is simplifying the complex stages involved in the customer journey.
Rakuten Marketing Insights released a new study titled, ‘What Makes People Love the Brands They Love,’ which provides an in...Read More
The importance of the mobile customer experience grows by leaps and bounds on almost a daily basis.
MomentFeed’s study, based on analysis of impression data gathered earlier this year from more than 50 national brand clients, examined the...Read More
NICE Robotic Process Automation (RPA) manages the order and delivery processes for a company’s entire global operations. One of the world’s largest home furnishings retailers leveraged the solution, which resulted in the company...Read More
This week Loyalty360 published an article titled, “The Future Sees Integration of Social Media and Customer Experience Management,” that, based on a report from Sprinklr and Harvard Business Review Analytics, concludes that...Read More
Brands need to strongly consider digital ad placement if they want to retain their loyal customers and attract new ones.
A new study titled, “How Brands Annoy Fans,” conducted by the Chief Marketing Officer (CMO) Council using the...Read More
This year has been a banner one for the Hilton Honors loyalty program after the iconic brand overhauled the program, dropping the extra H, while adding new rewards and benefits, and increasing the flexibility of points.
Aaron Glick, vice...Read More
With an overarching goal of employee engagement, the City of Memphis is set to launch a new benefit to help city workers who are burdened by student loans–the Student Loan Reduction Program. Dedicated to building and retaining an...Read More
Contained in Dimension Data’s 2017 Global Customer Experience Benchmarking report are some uncomfortable truths related to customer experience.
Loyalty360 spoke with Matthew Saskin, managing principal consultant–customer experience at...Read More
Mobile is the area where brands can make significant inroads toward enhanced customer engagement and customer loyalty, according to Lee Moreau, director, loyalty marketing and captains club, Celebrity Cruises.
“I think mobile is THE area...Read More
A new report from Mercator Advisory Group titled, “Open-Loop Prepaid Card Management: Strategies to Take Advantage of the Industry’s Inflection Point,” focuses on the near-term, medium-term, and long-term opportunities for...Read More
Organizations aren’t ready to deliver superior customer experiences, according to a report from Sprinklr and Harvard Business Review Analytic Services.
While 86 percent of respondents “strongly agree” that a superior customer...Read More
Treating people like gold, wanting to build real relationships, feeling the love, and seeking to change the fast-food industry forever are some of the overarching goals enveloped in a benevolent mission for everyone associated with b. good...Read More
A clear trend toward value highlights the Top 10 (non-grocery) customer loyalty retailers, according to inMarket’s Spring 2017 Loyalty Report.
“There appears to be a clear trend toward value in the Top 10,” Dave Heinzinger, vice...Read More
Some serious changes are planned to restore profitability, agility, and brand loyalty to The Ascena Retail Group, a leading national specialty retailer offering apparel, shoes, and accessories for women under the Ann Taylor, LOFT, Lou & Grey...Read More
At Ally Bank, officials constantly seek to “raise the bar” to stay ahead of customer expectations by offering new features and products that enhance the overall banking experience and encourage customers to grow their relationship with...Read More
Zumiez, a specialty retailer of action sports related apparel, footwear, equipment, and accessories, which was recently ranked No. 1 in the “Total Retail's Top 100 Omnichannel Retailers” report, maintains a thorough understanding...Read More
J.D. Power might have to open a new wing in its Customer Satisfaction Hall of Fame.
For the 11th consecutive year, Ace Hardware garnered the top spot in J.D. Power’s 2017 Home Improvement Retailer Satisfaction Study.Ace Hardware (835...Read More
Starting with the customer’s point of view is the best place to build trust and brand loyalty.
Jason Jercinovic, global head of marketing innovation at Havas Worldwide, talked to Loyalty360 about this and many other customer-related issues...Read More
Members of the Starwood Preferred Guest and Marriott Rewards loyalty programs might be hearing the strains of “Take Me Out to the Ball Game,” since they are available for redemption via the SPG Moments site. Highlights include batting...Read More
There has been much written and discussed about martech (marketing technology), and now, a new report from Forrester Research, “Kick-Start Your AdTech/Martech Convergence,” examines what loyalty marketers need to consider to make this...Read More
Brands seek benefits that help inform their long-term decisions when surveying their customers. Receiving feedback, after carefully listening to customers, goes a long way toward customer engagement and attaining brand loyalty.
Just ask The North...Read More
McDonald’s has spent the past two years transforming its business, making it more customer-friendly and flexible to meet today’s digital demands from consumers.
CFO Kevin Ozan talked about how the company is transforming and making...Read More
Attracting and retaining small business owners can be a difficult task for financial institutions in their quest for customer loyalty.
A new report from ath Power Consulting examines, among other things, small business digital banking usage...Read More
What do you get when you form a partnership between the world’s top-ranked hotel and casino loyalty programs, respectively?
A potently powerful fusion of two loyalty programs that reward millions of customers.Wyndham Rewards, U.S. News &...Read More
Officials at American Girl sought to reward their loyal customers for their engagement with the brand, as well as boost retention.
Enter the American Girl Rewards loyalty program.
Jenifer Warrell, senior director of marketing, American Girl...Read More
Walmart CEO Doug McMillon is always very cognizant of the importance of customer experience and offering the tools for consumers to interact seamlessly.
Embracing technology to empower associates and improving the customer experience are the two...Read More
Effective Jan. 1, 2018, American Express will be the exclusive issuer of Hilton Honors credit cards in the United States−something that is viewed as a major win for American Express and a possible customer loyalty enhancer for Hilton.
One quote that was offered during Friday’s Loyalty360 webinar, “How Can AI Help Marketers Customer Insight Challenges,” presented by Manthan, was from Global Bank: “We are drowning in data and starving for insight.&rdquo...Read More
Loyalty marketers mine customer data, searching for unique insights that can be used to tailor a personalized customer experience.
Executing that on a consistent and seamless basis can be quite difficult for many loyalty marketers.
Penn Station Subs president Craig Dunaway is confident that, once people try one of his company’s subs, they will become loyal customers.
What’s more, Dunaway said that the customer journey is a critical part of the company’s...Read More
Red Robin Gourmet Burgers held a very unique customer engagement campaign during May that focused on newborn babies.
During the month of May, National Burger Month, Red Robin celebrated the newest burger enthusiasts across America in the &ldquo...Read More
Julie Pukas, head of U.S. Bankcard and Merchant Services at TD Bank, believes that the customer experience is such an integral piece of the customer loyalty puzzle−one that loyalty marketers have to embrace every day.
TD Bank released a new...Read More
Jason Jercinovic, global head of marketing innovation at Havas Worldwide, has an eclectic and compelling background as a digital marketer, holding deep experience across numerous fields, from global sports marketer (Nike) to pop media superstars...Read More
Jenifer Warrell, senior director of marketing, American Girl, told Loyalty360 that customers had been asking about a loyalty program for quite some time. Less than a year ago (July 2016), American Girl delivered to its loyal customers the American...Read More
Stride Rite officials have announced they are ending their Stride Rite Rewards loyalty program, which launched in November 2012.
In an email to program members, company officials delivered the following message:
“Thanks for your loyalty...Read More
Club Carlson, the global rewards program from Carlson Rezidor Hotel Group, which includes more than 1,000 Quorvus Collection, Radisson Blu, Radisson , Radisson RED, Park Plaza , Park Inn by Radisson, and Country Inns & Suites By Carlson hotels...Read More
Although Abercrombie & Fitch is characterized as a work in progress, CEO Fran Horowitz believes that customer loyalty is at the heart of the company’s future.
“We leverage customer insights from our loyalty program and in-store...Read More
Michele Levy, CEO of Ilhabela Holdings, the parent company and exclusive distributor of Melissa Shoes in the U.S., told Loyalty360 that, before the company’s partnership with social experiential technology company M-ND, customer engagement...Read More
Chicken Salad Chick, a fast casual chain of chicken restaurants based in Auburn, Alabama, launched in 2008, but in less than a decade has developed a keen understanding of its customers that frequent more than 65 locations across...Read More
Mobile optimization and mobile customer engagement are pivotal pieces of the customer loyalty puzzle at The North Face.
The North Face recently earned a Silver Award in the Loyalty & Rewards Program category of the Loyalty360 Customer Loyalty...Read More
The Shop Your Way loyalty program at Sears has always been one of the company’s main driving forces behind customer engagement.
Earlier this year in a letter to shareholders, Sears president and CEO Eddie Lampert said that member sales...Read More
Given the challenge of personalization for loyalty marketers, at this stage, it seems like there would be significant progress made in this critical area.
Not so, according to a new study conducted by Forrester Consulting on behalf of DataStax.
Loyalty marketers seeking to mimic a successful loyalty program should look no further than Ulta Beauty and its highly successful Ultamate Rewards program. A staggering 90 percent of Ulta’s sales come from its loyalty program members.
In late March, Cision convened a gathering of leading editors, thought leaders, and a Fortune 500 digital brand innovator and discussed their insights and recommendations for communications and public relations practitioners during a compelling...Read More
Chicken Salad Chick has come a long way since its inception in 2008. Its humble beginnings have played a role in the brand loyalty gained in less than a decade.
Loyalty360 talked to Ali Rauch, director of marketing for Chicken Salad Chick, about...Read More
Michele Levy, CEO of Ilhabela Holdings, the parent company and exclusive distributor of Melissa Shoes in the U.S., sought to heighten the in-store customer experience.
By partnering with social experiential technology company M-ND, Melissa Shoes...Read More
Through customer feedback, officials for the Choice Privileges loyalty program at Choice Hotels International wanted to deliver an extra special thank-you to their Elite Members.
As a result, they unveiled additional membership benefits...Read More
Understanding the consumer is an integral piece of the loyalty puzzle, but having the appropriate tools to achieve the ultimate customer experience is icing on the cake.Pitney Bowes Inc., a global technology company that provides innovative...Read More
Measurement is such a critical aspect of customer loyalty today and Barclaycard stands at the front of that elite crowd.
To illustrate its prowess, Barclaycard earned the Platinum Award in the Customer Insights category at the Loyalty360 Customer...Read More
When officials at The Container Store launched their POP! customer engagement system in 2015, they wanted to get a read on key customer behaviors.
“Test-and-learn activities have been one of our prevailing mantras and had been very...Read More
Officials for Best Western Hotels & Resorts, which commissioned a new loyalty program study through U.S. News & World Report, found out that the results reaffirmed many of their core values that drive customer engagement and a seamless...Read More
Jenna Flateman Posner, senior vice president, strategy, Clutch, believes that, because their goals have always been so acquisition-focused, most brands see enrollment as the key success metric. But, she said that customers have preferences...Read More
One year ago, Bond Brand Loyalty’s annual research suggested that marketers must differentiate their loyalty programs to sustain member engagement, and most programs fall short when it comes to personalization and customer experience.
The challenge of personalization is one that officials at The North Face take quite seriously and they are persistent because of the enhanced customer engagement it reaps.
The North Face recently earned a Silver Award in the Loyalty & Rewards...Read More
Retailers can engage their consumers year-round in a variety of ways, but customer engagement in the world of professional sports can be tricky because they have specific game schedules that carve out a portion of the calendar year.
When Smithfield Foods launched Smithfield Rewards, a new digital loyalty program that showcases the rich history and unique heritage of the Ham Capital of the World–Smithfield, VA−the prevailing theme was about educating its...Read More
It’s always very interesting to gauge consumer perception when it comes to airlines.
Global brand strategy and market growth firm Brandigo just released a compelling new report titled, “Airlines Brand Perception Study,” which...Read More
Gap CEO Arthur Peck is committed to turning things around at the iconic company, restoring widespread brand loyalty. Peck believes there are many opportunities on the customer side.
“On the customer side, we see a continuing opportunity to...Read More
Jeff Pearson, senior vice president e-commerce, LIDS Sports Group, wants to build a fiercely loyal community.
In mid-March, LIDS launched a new app-based loyalty program called Access Pass. The loyalty program has two tiers: Access Pass is free...Read More
Is customer loyalty broadly misunderstood?
Have brands lost the customer in their quest for customer loyalty?
Those topics and more will be tackled during a compelling webinar, “The Misalignment of Loyalty,” on Tuesday, May 23, 2017,...Read More
Evolution of a loyalty program can be a complex and tricky maneuver for brands, keeping their member offerings fresh and engaging.
Hard Rock International officials sought to evolve their Hard Rock Rewards loyalty program and did so through a...Read More
Headquartered in Overland Park, KS, Black & Veatch is a global company specializing in the design, engineering, and development of large infrastructure projects. These can range from large water and power plants to telecommunication and data...Read More
In the wake of Air Canada’s recent announcement that it will launch its own loyalty program in 2020, ending its commercial agreement with Aimia−which operates Aeroplan, Canada’s premier coalition loyalty program−Rob Daniel,...Read More
Upscale retailer Nordstrom seemingly presses all the right buttons, whether it relates to customer engagement, customer experience, or customer loyalty.
But Nordstrom co-president Blake Nordstrom talked about the brand’s evolution during...Read More
Social media is so dominant in today’s world of restaurant industry advertising that it could possibly become restaurant advertising. And social media advertising’s impact works hand in hand with restaurant customer loyalty.
A new...Read More
Founded in 1984, BJ’s Wholesale Club, the Westborough, MA-based membership-only warehouse store began as a sibling to discount retailer Zayre. A year earlier, two other major member-only warehouse clubs began, Sam’s Club and Costco...Read More
Making that relevant connection to a customer at the right time is a concept that loyalty marketers everywhere strive for each day. Location and environment are two pivotal pieces of the customer loyalty puzzle and extending the right offer that...Read More
Last September, online poker cardroom PokerStars (owned by Amaya Inc.) announced that it was designing a new rewards program.
In a corporate blog, Séverin Rasset, director of poker innovation and operations at PokerStars, Amaya, wrote that our...Read More
With online banking options abundant today, customers have various choices connected to customer engagement and customer loyalty. But, as in-bank traffic fades nationally, so too, apparently, is customer loyalty to banks.
The banking industry...Read More
Finding emotional connections with customers is the Holy Grail for loyalty marketers these days. Depending on the product, achieving this can be monumentally challenging.
Take Safelite Auto Glass, for instance.
Although Safelite doesn’t...Read More
BP officials always want to evolve and simplify their BP Driver Rewards loyalty program through customer feedback.
Now, officials announced a new enhancement to their loyalty program that will lead to a more seamless, simple process.
A complex confluence of forces is accelerating, according to Cassie Boutelle, vice president, loyalty products, global retail payments/product management, at FIS Global.
During her session, “The Loyalty Effect,” at this month’s...Read More
Officials at Papa Murphy’s, the take ‘n’ bake pizza chain with more than 1,500 locations in 38 states, 14 in Canada, and 12 in Dubai believe that locally-based marketing is the key to elevating brand awareness and customer...Read More
Managing a family of brands can be a daunting challenge, but it’s one that 1-800-Flowers.com has embraced.
During a session titled, “Leveraging Multi-Brand Customers to Drive Value with 1-800-Flowers,” at the 10th annual Loyalty...Read More
No longer is personalization seen as a “nice thing to have” among loyalty marketers. Personalization is viewed as a crucial piece of the customer loyalty puzzle that will have a longstanding impact on sustained brand advocacy...Read More
Is there some sort of connection between being nice and being successful? That’s what ad executive and author Linda Kaplan Thaler wondered after her then tiny agency created a string of successful campaigns for high-profile clients such as U...Read More
Officials at Air Canada−Canada’s largest domestic and international airline serving more than 200 airports on six continents−announced this week they plan to launch their own loyalty program in 2020, ending their commercial...Read More
Earlier this year, Whole Foods CEO John P. Mackey talked about “re-setting and refining our growth strategy and moving faster in fully implementing category management, which is such an integral part of our go-forward merchandising, pricing,...Read More
Interactive video has been touted among loyalty marketers in recent years as an effective way to impact customer engagement and customer loyalty.HapYak Interactive Video, a company providing a SaaS-based platform designed to allow for the creation...Read More
Jackie Bennett, vice president of Virtual Incentives, believes that, given the fact that unemployment rates hover around 4.5 percent with millennials taking over the majority of the workforce, it’s more important than ever for employers to...Read More
Wyndham Rewards has earned its fair share of accolades in recent years, during which time the loyalty program underwent a major transformation. What’s more, the program recently eclipsed 50 million members.
During a session titled, &ldquo...Read More
Hertz CEO Kathryn Marinello says 2017 “will take the brunt of the earnings impact with 2018 better positioned to reap the benefits” to execute against the company’s long-term strategy and a significant level of investment...Read More
Officials at Best Western Hotels & Resorts want to take the stress out of checked baggage fees for its loyal customers. Through May 15, under a new campaign called BW Baggage Bucks, Best Western is putting money back into travelers&rsquo...Read More
Retailers are squandering time, energy, and investment on outdated loyalty models that don’t work. Those sentiments were expressed by team members at Baesman Insights & Marketing in an article published in Loyalty360 in late February...Read More
Wayfair, one of the world’s largest online selections of furniture, home furnishings, décor, and goods, including more than seven million products from more than 7,000 suppliers, has always been about developing, maintaining and...Read More
Lonnie Mayne created Red Shoes Living while serving as president of InMoment. What began as an internal initiative to define and give structure to the company’s culture morphed into a force of its own that could provide support for a...Read More
Three years ago, CVS officials took a bold and necessary step for them: They stopped selling tobacco products. Now, they want to create a re-imagined customer shopping experience.
What are the company’s goals for the enhanced customer...Read More
Based in Los Angeles, Beyond Meat produces meat substitutes derived entirely from plant matter. The company’s products are available at grocery stores nationwide. Its most recent offering is The Beyond Burger, which it claims is the closest...Read More
Professional sports teams aren’t usually automatically connected to loyalty programs, but in the past decade, more engagement strategies and loyalty programs have been created in the sports world.
Loyalty360 talked to Richard Schenker...Read More
Michael Marchand, global director, chief customer office−commercial, customer loyalty for Dell EMC, shared a quote from a Dell EMC customer on a recent visit to Boston.
“People do business with people and with companies that have a...Read More
As the largest casino operator and among the largest hotel operators in North America, Caesars Entertainment has built an empire on customer experience.
This CX has become a signature of Caesars properties, and the brand only continues to improve...Read More
Several impressive brands walked away with various honors at the Loyalty360 Customer Loyalty Awards held Wednesday night at the 10th annual Loyalty Expo.
Platinum, Gold, Silver, and Bronze awards were handed out in the following categories...Read More
Marvel is an iconic company, a truly multimedia brand that includes games, films, TV, books, comics, and live shows. Founded in 1939 as Timely Publications, Marvel’s unprecedented film success has changed the industry.
But, until last year,...Read More
Personalization might be a challenge for most loyalty marketers, but for officials at Penn Station Subs, they embrace it.
“Penn Station has prided ourselves on personalization since our inception,” Penn Station Subs president Craig...Read More
Online apparel and footwear retailer Zappos.com always wants to create memorable customer experiences. Now, Zappos officials want to make that customer experience amazing through Zappos Adaptive, a curated collection of functional and fashionable...Read More
Stephanie Linville, director, market intelligence, quality & training, Wheaton World Wide Moving | Bekins Van Lines, believes there is a huge opportunity for her company that ties brand awareness and the customer experience.
Linville talked...Read More
Diamond Resorts International owns a network of 379 vacation destinations. As a timeshare company, Diamond Resorts International aims to provide the most memorable customer experience possible.
Diamond Resorts International CEO Mike Flaskey...Read More
Personalization is a huge aspirational goal for loyalty marketers and represents something that, if executed properly and seamlessly, can drive brand loyalty.
Stephanie Linville, director, market intelligence, quality & training, Wheaton...Read More
Customer journeys mean something different to various loyalty marketers. Providing a seamless, engaging, and enjoyable customer journey is an ongoing goal and aspiration for loyalty marketers that, if executed correctly, extends brand loyalty...Read More
McDonald’s CEO Stephen J. Easterbrook is confident that his company is headed in the right direction, with the ultimate goal of attracting more customers, more often.
Easterbrook’s three crucial goals toward expanded brand loyalty are...Read More
For Diamond Resorts International CEO Mike Flaskey, the focus of his business is creating unforgettable vacation experiences for members, owners, and guests.
Creating memorable customer experiences time and time again doesn’t come...Read More
To grow customer value, organizations must be disciplined in creating a CX strategy that is woven into their value landscape, according to Brennan Wilkie, senior vice president of customer experience strategy, InMoment. An effective CX strategy is...Read More
Customer loyalty in the airline industry is an ongoing challenge and, in recent years, many airlines implemented fundamental shifts of their loyalty programs, basing them on ticket price, rather than distance flown.
For many frequent...Read More
Mobile is certainly prevalent among loyalty marketers and, depending on the use, it can be a vitally important form of customer engagement. Or in the case of the Portland Timbers, fan engagement.
Cory Dolich, senior vice president of business...Read More
Even as GameStop approaches the seven-year anniversary of its PowerUp Rewards loyalty program, company officials are focused on evolving and enhancing the program, from the C-suite on down.
What’s more, officials want to make the entire...Read More
Officials at PepsiCo, the parent company of Pepsi, Frito-Lay, Tropicana, Gatorade, and Quaker, realize what they have−which includes an expanding portfolio of 22 billion-dollar brands−and how they must transform to broaden its...Read More
Webster Financial CEO James C. Smith is confident that Community Banking is the key to an elevated digital customer experience for his customers. Webster Bank has 177 branches and 316 ATMs located in Connecticut, Massachusetts, Rhode...Read More
Mattel has been an iconic brand since its inception in 1945. With a global workforce of approximately 31,000 people, Mattel operates in 40 countries and territories and sells products in more than 150 nations.
But, in recent years, Mattel has...Read More
Building and strengthening your brand and customer relationships shouldn’t be done all at once, but one step at a time. Then, customer loyalty will follow.
Dipanjan Chatterjee, vice president and principal analyst, branding and marketing...Read More
Mapping your brand’s value landscape, linking initiatives to larger business objectives, and results-oriented listening are a few of the key topics that will be covered when Loyalty360 hosts a webinar on Thursday titled, “ROI By...Read More
For Melissa Joye, cultivating an exceptional customer experience is chief among her goals at Farmers Insurance.
This month Joye was named Chief Customer Experience Officer at Farmers Insurance, one of the largest multiline insurer groups in the...Read More
Green products, and the desire for them, haven’t gone away and are still a driving force today for brand loyalty and customer engagement.
More than half of consumers in the U.S. are willing to pay more for environmentally-friendly products,...Read More
Wyndham Rewards has undergone a major transformation in recent years, which has been accompanied by countless accolades. What’s more, the award-winning loyalty program just passed a serious and prodigious milestone: 50 million members...Read More
DataCandy president and CEO Lorne Schwartz knows a little bit about customer loyalty data and how it can be leveraged to help marketers achieve greater success and create holistic relationships.
Schwartz talked to Loyalty360 about this vitally...Read More
How important is messaging for loyalty marketers when they communicate with their customers?
Consider the following two eye-opening statistics from a new report from Aberdeen Group titled, “Customer Messaging: Happy Customers, Productive...Read More
Kaligo Travel Solutions is operated by Kaligo Pte Ltd., the global leader in innovative travel and loyalty technology. Established in Singapore in 2014, with offices across APAC, Europe, and the Americas, Kaligo Travel...Read More
Bond Brand Loyalty officials preach to their clients that, to excel at customer experience, an absolute key point of differentiation among loyalty marketers, they must be customer-obsessed.
CX is a top priority for brands, yet only 20 percent of...Read More
Two widely recognized brands−Dunkin’ Donuts and Amtrak−have teamed up to spread their respective stellar customer experiences to consumers in the Northeast Corridor.
Dunkin’ Donuts Original Blend and Dunkin’ Decaf...Read More
Casey Ueberroth, CMO for Preferred Hotels & Resorts, told Loyalty360 that when company officials started developing the iPrefer app, they wanted to go beyond building a simple booking app to benefit iPrefer members and their hotel partners...Read More
HARCO Incentives is a multi-generational incentive solutions company that has led the way in the expanding premium and incentive space. Its elite team of motivation, marketing, and logistics experts collaborates with in-house master merchandisers...Read More
What can schools learn from retail brands about customer experience, customer engagement, customer loyalty, and unique identities?
Trish Rubin is the co-author of BrandED: Tell Your Story, Build Relationships, and Empower Learning, which delves...Read More
Scott Moore, former CMO at Best Buy, is excited about his new title as Chief Operating Officer at Augeo, one of America’s leading engagement and loyalty platform companies.
Moore most recently served as president of M32 Partners, a...Read More
Although the numbers don’t reflect it yet at GNC Holdings, Interim CEO Robert Moran remains confident amid the brand’s major transformation that launched during the final days of 2016.
GNC, the nation’s largest specialty...Read More
“Content is king” is a common refrain from brands and loyalty marketers that we speak with on a daily basis.
That targeted content drives the customer engagement train and magnifies customer experience and brand loyalty.
At Netflix...Read More
Best Western Hotels & Resorts was founded in 1946 and today is one of the largest hotel chains in the world. Its strong heritage helps it maintain a loyal customer base, but the chain isn’t resting on its laurels; far from it.
At The Finish Line, officials are constantly trying to meet their customers where they are and that place is increasingly digital.
To show how much The Finish Line officials want to become even more relevant to their customers, they recently...Read More
Raley’s doesn’t ever rest on its considerable laurels of success, triggered by impactful customer engagement and burgeoning brand loyalty.
Recently, Raley’s opened a new, state-of-the-art store at Fair Oaks Boulevard & Howe...Read More
Great Expectations might be the 13th novel from legendary writer Charles Dickens, but great expectations also play a major role for consumers and their view of a seamless digital customer experience.
The digital transformation of businesses...Read More
Data can be a tricky thing for loyalty marketers. If used and refined in the right manner, data can be the golden key to success for loyalty marketers.
Machine learning is also becoming a more prominent ingredient for successful loyalty programs....Read More
Pier 1 Imports interim CEO Terry London admitted that the company’s omnichannel transformation has been a challenge, but it’s been worth it.
London, who was appointed to his interim CEO post (effective Jan. 1, 2017), in conjunction...Read More
Delta CEO Ed Bastian is extremely proud of his company’s customer satisfaction levels that drive brand loyalty.
“It is our reliability and great service that have allowed us to improve customer satisfaction levels,” Bastian said...Read More
Most loyalty marketers have real concerns about the quality of their data, according to Greg Council, vice president of marketing and product management, Parascript.
Loyalty360 talked to Council about this critical piece of the customer loyalty...Read More
Digital innovation, evolving its loyalty program and providing a memorable customer experience comprise the key ingredients to Papa John’s mission to ensure and sustain brand loyalty.
Loyalty360 caught up with Robert Thompson, senior vice...Read More
Greg Revelle, who made quite a name or himself at Best Buy, is now the new CMO at Kohl’s.
Kohl’s endured a disappointing fiscal fourth quarter, in which comparable sales fell 2.2 percent and net income sank 15 percent, to $252 million...Read More
Based in Standish, Michigan, Forward Corp. offers a multitude of products and services designed to meet the needs of the traveling public and local communities of northeast Michigan. The company operates 30 convenience stores across a 12-county...Read More
Domino’s Pizza launched its Piece of the Pie Rewards loyalty program during the fourth quarter of 2015, and company officials never forget their devout customers.
This week, Domino’s Pizza is giving its loyalty program members a...Read More
Humanizing customer data is a significant piece of running a successful cinema loyalty program.
At Movio, a global leader in marketing data analytics and campaign management software that works with leading cinema exhibitors, film distributors...Read More
Theater owners can look to patrons aged 50 and over for true customer loyalty, according to a new study released by AARP.
More than 30 percent of all visits by moviegoers were made by 50-plus adults, the study shows. The study was conducted by...Read More
What do we make of a new CEO (Jim Hyatt) at Ruby Tuesday and its Board of Directors’ decision to explore strategic alternatives to maximize shareholder value and better position the company for future success?
What’s more, Ruby...Read More
Officials at Newegg, one of the top tech-focused e-retailers in North America, want to engage its Canadian customers in a deeper, more convenient style, driving more brand loyalty.
They recently announced greater delivery convenience for its...Read More
Can tailoring ads generate considerable customer engagement and brand loyalty?
Maarten Bos, a research scientist at Disney Research, helped conducted studies about tailoring ads that are both appealing and effective.
Personality types vary...Read More
Jeff Zidell, senior vice president, World of Hyatt, says that customer loyalty starts with understanding.
“The more we understand our guests, the better we can care for them and design unique experiences with them in mind,” Zidell...Read More
Fantasy sports are a major attraction for millions of people in this country. Bill Nelson, founder of 3PAK Fantasy Sports, knows this fact very well and launched a company due to its intense popularity and intrinsic customer engagement.
As Karthik Sridhar, founder and CEO of SupplyAI, tells it, returns comprise a new and emerging space in e-commerce. Sridhar’s ReturnSense platform helps brands refine the returns process and, at the same time, capture increased customer...Read More
Customer experience is widely viewed as a pivotal point of differentiation among loyalty marketers. But, getting that customer experience right on a consistent and seamless basis remains a challenge.
Loyalty360 CEO and CMO Mark Johnson discussed...Read More
Wells Fargo CEO Tim Sloan is all about transparency and an open letter he wrote aims at restoring customer loyalty and customer trust.
Sloan published an open letter to Wells Fargo customers to thank them for their loyalty and to share progress...Read More
When Loyalty360 talked to Christopher Barnard, president at Points.com, last year about the future of customer loyalty, his definitive response was: Flexibility.
“Flexibility in where rewards are earned and how they are spent,&rdquo...Read More
Having a great customer experience is a major selling point for any brand, and when its loyalty program members help drive that esteemed experience, positive results follow.
Consider that BJ’s Wholesale Club delivers the best customer...Read More
Selling a loyalty program to a CFO might seem like a daunting task, but advanced valuation techniques can help assist in these investment cases.
Len Llaguno, a senior consultant at Willis Towers Watson, plans to talk about this challenging...Read More
Cision recently acquired Bulletin Intelligence, which has written the daily White House News Summary for the Executive Office of the President since 2001, and which also provides custom, expert-curated executive briefings to the CEOs and C-suites...Read More
Marketers must build custom experiences populated with brand or user-generated content with engagement mechanics to make the experience interactive and shareable.
That was one of the resonant themes from Tuesday’s Loyalty360 webinar, &ldquo...Read More
CEO Arnold Donald has been instrumental in turning things around at Carnival Corporation, which saw its Princess Cruises pay a $40 million fine in December for dumping oily waste into the ocean, with company officials pleading guilty to seven...Read More
Cultivating partner loyalty during the ongoing business model transformation from a transactional model to a recurring revenue model is a complex, multifaceted endeavor that warrants a new vision, as this transformation continues to disrupt...Read More
Personalized video has been a serious topic of discussion among loyalty marketers for quite some time. But, for many of those marketers, the decision to pull the switch on personalized video has been a difficult one.
Chris Hall, vice president of...Read More
Having fun is something people don’t always equate to a restaurant experience. That customer experience can be both enjoyable and accommodating, but at Dave & Buster’s, amusement is a central reason for its growing brand loyalty...Read More
Robots taking over the world? Well, 24 percent of 6,000 consumers in six countries expressed this sentiment during a Pegasystems survey about artificial intelligence as a key customer engagement tool.
Only one in three (36 percent) are...Read More
One of the biggest barriers to a credit application is the data entry required, according to Jay Neidermeyer, senior vice president and IT leader, commercial & payment solutions, Synchrony Financial.
To help alleviate or eliminate those...Read More
Last year was for transformation and this year will be about execution for Restoration Hardware. Strategic investments have been placed and company officials plan to see this year pay dividends. And those dividends, CEO Gary Friedman believes...Read More
Artificial intelligence is a hot topic these days around the loyalty industry, seemingly popping up in every area of conversation.
And bankers are not lost on this subject at all.
In the next stage of artificial intelligence adoption, the...Read More
Partnering with The Honest Company has completed a mission for Babies “R” Us as it relates to customer engagement, customer experience, and customer loyalty.
Babies “R” Us customers have told company officials that they...Read More
Founded in 2009, The First Club is a worldwide digital entertainment rewards platform that helps clients deliver low-cost, high-value micro rewards instantly to most any device with the full spectrum of digital content, including...Read More
Brand loyalty to tires?
According to the J.D. Power 2017 U.S. Original Equipment Tire Customer Satisfaction Study, vehicle owners that need to replace their tires are likely to purchase the same brand that was originally fitted on their new...Read More
That is one of the key questions that will be addressed during the Loyalty360 webinar, How to Drive Loyalty Through Interactive Experiences, on Tuesday, April 4, 2017, at 1 p.m. EDT. The webinar will be presented by Wayin.
Brands need to find new...Read More
If every brand customer experience is accessible via mobile, then you’re headed down the right path.
Mobile has become such a huge component of today’s loyalty industry, yet, some brands excel at mobile customer experiences while...Read More
It’s the competitive advantages that boost brand loyalty at Darden Restaurants−which owns several casual dining restaurant chains including: Olive Garden, LongHorn Steakhouse, Bahama Breeze, Seasons 52...Read More
Fandango, the go-to destination for more than 60 million moviegoers each month, is all about customer engagement and customer loyalty. Fandango describes itself as “a leading digital destination for all things movies.” ...Read More
Despite the array of digital gift card options available today, customer engagement with gift cards is predominantly via plastic.
National Gift Card’s 2017 Gift Card Report reveals that 85 percent of the volume in gift card redemption is...Read More
Truly listening to customers is such a crucial imperative for loyalty marketers everywhere. But, truly listening won’t do any good for a brand’s customer engagement/customer loyalty efforts without knowing how to respond to those...Read More
Cigna is one of America’s largest health service businesses, serving both employers and employees at companies large and small mostly in the area of health insurance coverage. Providing a great customer experience in such a challenging...Read More
Digital customer engagement is an imperative today for loyalty marketers everywhere, including The Finish Line.
And during the company’s recent fourth-quarter earnings call, CEO Sam Sato−who assumed that post 13 months ago−spoke...Read More
Customer loyalty and shopper data are not always one in the same in the world of loyalty marketing. Capturing and deciphering that data can be challenging, but when executed correctly, can deliver significant results.
Loyalty360 caught up with...Read More
Personalization, done right, can be one of the most powerful tools a loyalty marketer can attain.
Andrew Gazdecki, CEO, and founder of Bizness Apps believes that there are inherent challenges associated with personalization for loyalty marketers....Read More
When it comes to innovation, this year Urban Airship became the first mobile wallet provider to offer single-tap loyalty rewards with Apple Pay.
Mobile wallet contains the ability to store non-payment content to help drive customer engagement...Read More
Despite a challenging fiscal 2016, GameStop’s PowerUp Rewards loyalty program continues to be an invaluable asset.
“GameStop has an extensive loyalty CRM program known as PowerUp Rewards,” GameStop CEO Paul Raines said during...Read More
Customer engagement is always a priority to any brand or company Loyalty360 talks to on a regular basis. Some loyalty marketers take different paths to achieve that customer engagement. Nevertheless, customer engagement is the overarching goal...Read More
It was truly historic and memorable year for the Chicago Cubs and their incredibly loyal fans. The Cubs brought home the team’s first World Series title in a staggering 108 years. What once was a punch line among Major League baseball due...Read More
While Sears endured a very challenging 2016, Eddie Lampert, the company’s chairman and CEO remains confident that the venerable brand has what it takes to move forward and positively impact customer engagement and brand loyalty.
In a recent...Read More
When officials at Omni Hotels & Resorts sought a partner for 2017 to elevate cultural customer experiences for their guests, one name came to mind: Rioja USA.
Omni Hotels & Resorts has partnered with Rioja USA for the luxury hotel brand...Read More
Fingerpaint, a marketing innovation agency with offices spanning the country, was looking for a solution that would both streamline its workflow process and clearly demonstrate its campaign efforts for clients in a tangible way.
Enter Cision and...Read More
Customer loyalty data can seem overwhelming, at times, to brands. Concerns about too much data, deciphering what it all means, and figuring out how to best leverage it in the future can pose a daunting challenge.
Loyalty360 caught up with Thanx...Read More
Many brands often talk about the customer experience, enhancing it to a degree that sparks greater engagement and brand loyalty. Some brands are better at this than others.
Take NIKE, for example.
Its CEO, Mark Parker, doesn’t just talk...Read More
Mobile customer engagement has been a high priority at Starbucks for many years now, and something that is becoming increasingly popular with its brand loyal consumer base.
Although Starbucks CEO Howard Schultz will soon step down as company...Read More
Investing in your talent and employee base is a definite way to impact ongoing and sustainable customer experience. That’s exactly what Dollar General plans to do this year.
Dollar General saw its full-year sales rise nearly 8 percent in...Read More
Brand loyalty is one thing, but how much is it actually worth? Once customers are brand loyal, will they remain that way for life?
Not according to a compelling new study commissioned by Lithium Technologies. A new Harris Poll of more than 2,000...Read More
It took more than a century (108 years to be exact) for the Chicago Cubs to win a World Series, a dream that came true for Cubs’ fans a little more than four months ago.
Customer loyalty, or in this case, fan loyalty, has held steady for...Read More
Kevin Akeroyd became global CEO at Cision last August and he is supremely excited about the company’s launch of its new integrated platform, the Cision Communications Cloud™.
The new offering, which launched in October, is the...Read More
Everyone wants a more connected, more seamless customer experience. So many brands that Loyalty360 talks to daily want and aspire to this kind of simplicity and seamlessness.
Yet, despite all the talk, marketers are not keeping pace with consumer...Read More
Listening to customers will always keep you on the right path to brand loyalty.
Launched in 1992, the AIR MILES Reward Program is one of the best ways to get rewards in Canada. With more than 11 million active Collector Accounts, approximately...Read More
Plenti, the first U.S.-based coalition loyalty program, welcomed its first grocer partner this week: Southeastern Grocers LLC, the parent company of popular chains BI-LO, Fresco y Más, Harveys, and Winn-Dixie.
Plenti will be introduced in these...Read More
Regions Bank has received its fair share of customer experience accolades, and its most recent are notably significant: According to the 2017 Temkin Experience Ratings, Regions Bank is the highest ranked bank in the U.S.
The 2017 ratings...Read More
Relevancy. Customer Engagement. Customer Experience. Customer Loyalty.
The message to loyalty marketers is all about relevancy, the linchpin to sustainable customer loyalty.
Loyalty360 caught up with Ron Orgiefsky, managing director at emnos, to...Read More
Wouter Meeuwisse is the CEO and founder of Stampwallet, a company founded in 2014 in Curacao, a Caribbean island near the coast of Venezuela. Stampwallet is a smart wallet for customer loyalty cards and it’s a loyalty and marketing platform...Read More
A successful and sustainable loyalty program offers the right mix of desirable rewards as an essential ingredient.
Desirable rewards are especially attractive and useful for credit card, travel, and hospitality, and wellness programs, which have...Read More
Two years ago, Vera Bradley CEO Rob Wallstrom talked about customer engagement as a critical strategic priority, along with generating brand awareness, evolving brand perception, driving store and site visits, and inspiring brand engagement...Read More
As Vito Corleone said in the 1972 classic film, The Godfather, “I’m gonna make him an offer he can’t refuse.” Well, if brands follow that same mantra, brand loyal shoppers can be swayed.
A new study from Valassis titled...Read More
True innovation is a vital ingredient to brand loyalty at La Quinta Inns & Suites.
What is true innovation?
Loyalty360 asked Dave Sims, vice president of loyalty marketing at La Quinta Inns & Suites, to answer that question for our...Read More
Digital transformation among loyalty marketers has been an ongoing process and one that sparks considerable and sustainable customer loyalty.
What’s more, digital transformation has been a “game-changer” among loyalty marketers,...Read More
Pegasystems, a software company that empowers customer engagement at the world’s leading enterprises, recently announced new artificial intelligence (AI) and robotic automation capabilities in its customer relationship management (CRM...Read More
When a company’s entire organization commits to providing a seamless, positive customer experience, ensuring top-notch customer service, the results can be powerful and compelling.
Enter VIZIO, which recently earned 15 Stevie Awards...Read More
Fishbowl’s clients lead the industry in data-driven marketing. Using analytics, cross-channel digital marketing, and mobile solutions, Fishbowl’s clients are uncovering valuable guest insights, developing effective customer engagement...Read More
Blackhawk Network, a pioneer of gift cards, payments tools, and rewards delivered via a robust and convenient network—recently announced the expansion of its digital open- and closed-loop gift card incentive and rewards portfolio to better...Read More
Last year was another solid one for Planet Fitness, which added 1.6 million new members, bringing total membership to 8.9 million.
Same-store sales systemwide rose nearly 11 percent during the fourth quarter, on top of a 6.2 percent increase the...Read More
For Sheila King Goodwin, senior vice president, retail banking at PeoplesBank, employee engagement and customer loyalty are forever connected.
Based in Holyoke, Mass, and established in 1885, PeoplesBank has seen quite the evolution in...Read More
Digital banking success is critical for financial institutions in 2017.
But, that customer engagement and brand loyalty that accompany digital banking have fallen off, according to a new study from ath Power Consulting, a leading financial...Read More
For Target and its CEO Brian Cornell, they’ve been on a multi-year journey to redefine the future of the company. Part of that future is, undoubtedly, digital customer engagement−a rising piece of Target’s customer loyalty puzzle...Read More
After successfully relaunching its AMC Stubs loyalty program last summer, AMC Theatres now embarks on a new brand alignment, incorporating theatres recently acquired from Carmike into the AMC brand.
According to the company website, during the...Read More
Last year, ICLP released a study that said only 14 percent of U.S. consumers are devoted to their favorite brands, meaning that 86 percent are inclined to “cheat” by engaging and shopping with competitors.
That trust factor is a the...Read More
Two months ago, McDonald’s CEO Steve Easterbrook spoke of 2016 as a year of "purposeful change" that reinforced the iconic company’s foundation as it prepared to “prioritize initiatives so we can further accelerate our...Read More
Social channels are becoming a huge customer engagement vehicle for Caesars Entertainment Corporation.
As such, Michael Marino, senior vice president of loyalty and digital at Caesars, told Loyalty360 that there has been a major shift in focus to...Read More
Robert Kobek, president of CustomerCount, a cloud-based customer feedback management system, knows how crucial listening to customers is for any brand to forge true customer loyalty.
CustomerCount recently partnered with Five9, a leading provider...Read More
Creating emotional moments with customers is akin to striking gold for loyalty marketers. Consumer loyalty and, ultimately, brand advocacy are triggered by emotional moments that sustain a perpetual and memorable customer experience.
Despite sales increases in the fourth quarter and full fiscal year, Kroger CEO Rodney McMullen was disappointed by the company’s identical supermarket sales number in the fourth quarter and performance on several other KPIs, including FIFO...Read More
At the recent American Advertising Awards (ADDYs), Kobie Marketing, a global leader in loyalty and rewards program design, management, and consulting, earned 12 ADDYs from the American Advertising Federation (AAF) Tampa Bay, including a GOLD for...Read More
When you have a winning combination, as Enterprise Rent-A-Car does with its Enterprise Plus loyalty program, why not avail it to more people?
Well, Enterprise Rent-A-Car has done just that as it has expanded its highly successful Enterprise Plus...Read More
As Julia Stewart stepped down on Wednesday from her post as CEO of DineEquity, which owns IHOP and Applebee’s restaurants, officials are confident in long-term brand loyalty amid challenging retail times.
Stewart coordinated the merger of...Read More
Many loyalty marketers that Loyalty360 speaks with talk about how a proper internal culture, predicated on employee engagement, goes a long way toward creating and sustaining brand loyalty.
At Meijer, a Grand Rapids, Michigan-based retailer that...Read More
Digital marketing is a massive topic in the loyalty industry today and one that seems to grow by the day.
How can loyalty marketers best leverage digital marketing campaigns and create better customer engagement and customer loyalty because of...Read More
Facing a decline in brick-and-mortar sales, venerable retailer J.C. Penney is closing the doors to 130 to 140 stores in the coming months. One might think that the brand, which has endured very difficult fiscal times in recent years, is on the way...Read More
Montrose Travel, a division of CTM, a $4 billion global travel powerhouse and nationally recognized Top 12 Travel Management Company, has held an enduring relationship with Royal Caribbean International. That relationship has sparked continued...Read More
Officials at Henry Schein, a global distributor of medical, dental, and veterinary supplies, including vaccines, pharmaceuticals, financial services, and equipment, want to build a greater customer experience.
As a result, the company launched a...Read More
Touted as a global mobile platform that is set to eradicate social media limitations, FanHero has set lofty goals to aspire to and achieve in the world of customer engagement, customer experience, and brand loyalty.
Recently, FanHero announced...Read More
Bryan Roberts, global insight director for retail marketing agency TCC Global, isn’t so sure about the prospects of customer loyalty in the grocery sector.
TCC recently released a study of more than 1,500 shoppers in the U.K. and Roberts...Read More
Differentiation is important in any industry today and looms a key among airlines. Delta Air Lines will resume free meals in coach on 12 transcontinental U.S. routes, a move that restores an amenity that fell victim to cost cuts a decade ago...Read More
To serve its ongoing mission of providing a stellar customer experience, Papa John’s International ramped up its Papa Rewards loyalty program with three new limited-time offers for newly enrolled and existing Papa Rewards members: double...Read More
That is a very intriguing question in the customer loyalty world, reversing the traditional model.
Loyalty360 asked Evan Magliocca, brand marketing manager for Baesman Insights & Marketing, for his thoughts on this compelling topic, among...Read More
A little more than two years ago, Coca-Cola revamped its My Coke Rewards loyalty program but received some negative comments posted by members, including remarks about a series of social challenges required to earn heightened status.
Fast forward...Read More
When Arthur Peck became CEO at Gap two years ago, he knew the company’s performance wasn’t where it needed to be.
“We knew that we were in an industry that was changing dramatically,” he said during the company’s...Read More
Personalization and customer experience are intertwined in the world of loyalty, yet many brands still face challenges in achieving this goal that, ultimately, leads to increased engagement.
In its latest Q4 benchmark report, “The Mobile...Read More
Ease of use and simplicity are key attributes for any brand seeking customer engagement and customer loyalty. For a brand that has made a name for itself through innovation and simplicity for its customers, Allstate Insurance added a new customer...Read More
With a total of 2,278 retail stores in all 50 states, the District of Columbia, Puerto Rico, U.S. Virgin Islands, Guam, 10 Canadian provinces, and Mexico, Home Depot is as familiar a name in retail home goods as any...Read More
As Terry J. Lundgren, Macy’s CEO since 2003 and Chairman since 2004, readies himself to leave the company, he is hopeful that the venerable retailer can bounce back and show its resiliency like it so often has exhibited in the past...Read More
The topics of personalization and customer loyalty are quite often linked, but the impact one has on the other is sometimes elusive for brands.
Loyalty360 caught up with Misia Tramp, vice president customer experience strategy & insights for...Read More
When Denny Marie Post, CEO of Red Robin Gourmet Burgers and Brews, talked about the company’s fourth-quarter fiscal performance on Tuesday, she touched on a seemingly small, but very relevant point that could heighten customer engagement and...Read More
In 2017, the process of fine-tuning customer loyalty programs will be a prime objective for many brands, especially since an effective loyalty program can be a key market differentiator.
Several senior management officials at Comarch offered...Read More
Simplicity in a loyalty program is a major attribute and attraction for customers.
Just ask Chevron.
Albertsons Cos. LLC and Chevron Products Co., a division of Chevron U.S.A. Inc., have expanded their popular Gas Rewards loyalty program to even...Read More
Any brand official always wants to follow a path that will lead to enhanced customer loyalty.
One path to potentially follow revolves around influencer marketing.
Loyalty360 caught up with Chuck Moran, vice president of marketing for RhythmOne...Read More
Last June, HelloWorld, a leading digital marketing solutions provider for some of the world’s largest marketers, unveiled a new product called Streak Couponing™, which was billed as an industry first.
HelloWorld built Streak Couponing...Read More
Things will get worse before they get better at GNC Holdings.
But for GNC, the nation’s largest specialty retailer of health, wellness, and sports nutrition products, its major rebranding launch less than two months ago was designed to...Read More
The mobile customer experience has become so prominent among loyalty marketers today because of its vast potential for significant impact on customer engagement, and customer loyalty.
According to Forrester’s comprehensive new report...Read More
FreshDirect is an online grocer that delivers to residences and offices in the New York City metropolitan area, and this year it plans to enhance its mobile offerings significantly to elevate customer engagement.
It also offers next-day...Read More
Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty.
Monetate’s 2017 Personalization Development Study benchmarks the state of personalization by analyzing the real-world practices of more...Read More
Denise Pedini, executive director of marketing for Pizza Inn Franchise, told Loyalty360 that company officials sought a better, more engaging way to reward their loyal customers. In this day and age of burgeoning mobile capabilities and usage...Read More
While 2016 was a transformative year for Angie’s List− a subscription-based and crowd-sourced website that provides reviews of local businesses−CEO Scott Durchslag said on Wednesday that he wants more customer engagement for...Read More
Smart Communications, a global leader in cloud-enabled enterprise customer communications, was recently recognized as a Leader in Gartner’s January 2017 Magic Quadrant for Customer Communications Management Software.
Loyalty360 caught up...Read More
Loyalty programs are often seen as a key differentiator for marketers, elevating them to greater heights while engaging customers and achieving brand loyalty.
That is certainly true of the food and beverage and hotel industries where loyalty...Read More
Bill Linehan, executive vice president and CMO at Red Lion Hotels Corporation, says that his company looks at customer loyalty prioritization a bit differently.
“We like to think more about relationship marketing and customer acquisition...Read More
Last year Stellar Loyalty CMO Narina Sippy told Loyalty360 that Panera Bread has demonstrated a superbly executed brand strategy, finely aligned with customer loyalty and customer experience programs. What’s more, she said the brand’s...Read More
Loyalty360 talks to various brands and customer engagement/customer loyalty/customer experience firms on a daily/weekly basis and one of the things that seem to be resonating even more now than ever is customer retention: Focusing on your best and...Read More
Technology is often discussed among loyalty marketers as an integral way to magnify customer engagement, customer experience, and customer loyalty. But, technology can also have a counter-productive effect.
Loyalty360 caught up with Kristin Luck,...Read More
Six Flags Entertainment Corp. and Samsung Electronics America recently announced a broad marketing partnership which appoints Samsung as the “Official Technology Partner” of the world’s largest regional theme park company...Read More
Customer loyalty programs aren’t working like they used to and marketers need to take a fresh look at their respective strategies to ensure success, according to a new report from Accenture Strategy. As a result, the report shows, companies...Read More
March Madness unites college basketball fans across the country and also signals the start of spring.
For Thomas Oh, senior vice president of marketing for XYIENCE, March Madness also signals the start of the company’s massive brand loyalty...Read More
Regal Entertainment Group, the parent company of Regal Cinemas, has made huge strides in most every area related to customer experience, customer engagement, and customer loyalty in recent years.
To illustrate how far the company has advanced in...Read More
IKEA, the world’s leading home furnishings retailer, has pushed its customer experience to a new level.
The company recently opened the doors of its new store in Burbank, Ca., which comprises 456,000 square feet on 22 acres west of San...Read More
In its quest to set a new strategic direction that will deliver improved performance, magnified customer loyalty, and great brand advocacy, Whole Foods is ready to cater to its best customers.
Whole Foods CEO John P. Mackey said this week that...Read More
Loyalty360 tracks the ongoing outstanding performance of Dunkin’ Donuts as it relates to customer loyalty, customer engagement, customer experience, and innovative technology.
Dunkin’ Donuts’ DD Perks loyalty program, which...Read More
Online communities comprise potentially valuable real estate in the world of loyalty marketing because they allow members to share information and exchange ideas over multiple digital media and devices. From a marketing perspective, they can...Read More
Corbitt Chandler, vice president of marketing at Iron Tribe Fitness, admits that the company’s customer experience and customer loyalty initiatives are rudimentary at best.
“That doesn’t mean this isn’t an initiative that...Read More
Officials at U.S. Cellular realize that this is a popular time of year for people to search for prepaid deals so they decided to entice them with an attractive, engaging offer aimed at boosting brand loyalty.
U.S. Cellular is adding more plans...Read More
Collecting customer data, digesting and assessing customer data, and effectively leveraging those precious customer insights can lead to great success for any brand.
Retailers have had customer engagement and loyalty programs in place for decades...Read More
Polo Ralph Lauren is trying to restore its iconic status as it has endured some difficult fiscal times. One thing that won’t help its Way Forward Plan−which was launched last June to deliver sustainable, profitable sales growth and...Read More
The state of customer loyalty is moving fast and brands must be ready to know when their loyalty programs need renovation, and what key elements should be included during any relaunch.
On Tuesday, Loyalty360 hosted a webinar titled, &ldquo...Read More
On Tuesday, Moe’s Southwest Grill launched its second in-store Augmented Reality (AR) poster titled “Bacon Blues,” which is the latest installment of the brand’s nationwide rollout of in-restaurant worlds of art featuring...Read More
A sign of greatness is when high-level performers want to get better. That is also true of Hilton’s loyalty program.
Hilton’s HHonors loyalty program has been incredibly strong and vibrant for quite some time. Now, the iconic brand...Read More
Chirpify is the customer engagement loyalty vendor for Marriott, a notable distinction.
Loyalty360 caught up with Chirpify CEO Chris Teso to learn more about this significant partnership.Marriott is obviously a huge name in the customer loyalty...Read More
When asked how often Canadian Red Cross tweaks it approach toward donor engagement/donor loyalty, Andrew George, Manager, National Donor Loyalty & Retention at Canadian Red Cross, succinctly tells Loyalty360: “Frequently.”
Last year was a very challenging year for Chipotle, one that was well documented and caused company officials to take strident measures to take control of food safety, experiment with a temporary loyalty program, and restore brand loyalty among...Read More
Officials at PetSmart Inc., the leading pet specialty retailer in North America, are thrilled that Ellen DeGeneres partnered with their company to launch the ED Ellen DeGeneres pet lifestyle brand exclusively available at PetSmart stores across...Read More
Alfred F. Kelly, Jr. officially took the helm as CEO of Visa on Dec. 1. He has spent a lot of time traveling since he started at the company, taking over for Charlie Scharf. Kelly is very proud of Visa’s global status and believes the brand...Read More
Most of this country’s eyes and, millions around the world as well, will be focused on Super Bowl LI Sunday evening (6:35p EST kickoff), which will be held at NRG Stadium in Houston. The New England Patriots will be seeking their fifth Super...Read More
Personalization is a hot topic among loyalty marketers because of its potential to ignite customer engagement and customer loyalty.
This premise isn’t lost on officials at Cigna Corp., a global health service company dedicated to helping...Read More
In the wake of a disappointing fiscal first quarter, officials at Sally Beauty, the largest retailer of professional beauty supplies in the world, have taken steps to enhance their loyalty program and customer engagement and conversion...Read More
As we look forward in 2017, attempting to discern what trends will become prominent in the customer loyalty industry, Loyalty360 solicited the unique opinions and perspectives of its members to identify what tendencies, shifts, or progressions...Read More
Online behemoth Amazon accounted for nearly half of all 2016 online holiday sales, according to a recent survey from PowerReviews. Amazon’s dominance, especially as far as providing ratings, reviews, and question-and-answer technology has...Read More
Personalization is a word that has been touted for many years now by loyalty marketers. Achieving true personalization with your customer base, though, remains a challenge for many brands.
But, when done correctly and effectively, it can drive...Read More
Innovation is almost synonymous with Apple. Take, for example, the new Apple AirPods, which are wireless earbuds that offer an effortless wireless listening experience with high-quality audio.
“We’re also thrilled with the response to...Read More
Andrew George, Manager, National Donor Loyalty & Retention at Canadian Red Cross, realizes that his company has a unique set of challenges when it comes to customer loyalty and customer engagement. But, his company takes these topics very...Read More
Corbitt Chandler, vice president of marketing at Iron Tribe Fitness believes that listening to and investing in customers equates to enhanced brand loyalty.
Loyalty360 caught up with Chandler to find out more about the company’s efforts...Read More
Creating that ultimate shopping experience starts with engaging your employees. If your employees aren’t engaged, it’s a tall order to spark widespread customer engagement and, ultimately, brand loyalty.
At Toys“R” Us...Read More
Data, data, data. Too much data? That is the problem for many loyalty marketers.
How to reconcile volumes and volumes of customer data, and then leverage it effectively to significantly impact the customer experience becomes an ongoing quest for...Read More
Under Armour CEO Kevin Plank knows what it takes to create true brand loyalty and he has done an amazing job at the Baltimore-based athletic apparel retailer.
Despite less than stellar fiscal results from the company’s recent fourth-quarter...Read More
Loyalty programs are often the lifeblood for many marketers, especially when customer experience is top of mind. For many brands, their loyalty program design is a crucial element of their customer engagement strategies.
Loyalty360 caught up with...Read More
Officials at Papa Murphy’s, the take ‘n’ bake pizza chain with more than 1,500 locations, always want to re-engage customers with compelling values whenever possible. After partnering with precision marketing company Bridg, Papa...Read More
Millennials are often touted as the key segment that brands must effectively connect with because they represent the future of marketing.
Yet, often overlooked is the baby boomer segment, which could pose problems for retailers.
Howard Schultz has always been a visionary and innovator in creating peerless brand loyalty during his impressive career at Starbucks.
Although Schultz is stepping down as CEO at Starbucks on April 3, 2017−to be succeeded by current...Read More
Las Vegas-based Zappos is recognized not only as a leading online retailer but a leader in customer service and customer experience. “One of the things that we have done traditionally,” says Kedar Deshpande, director of marketing for...Read More
Designing a successful loyalty program for the long term can be a daunting task for marketers, but one that can catapult their respective customer engagement and customer experience strategies.
Loyalty360 caught up with Pam Spier, a senior...Read More
Citi officials want to be where their customers are and, today, that is very often through digital engagement.
On Jan. 27, 2017, U.S. Citi credit card members began scanning their cards using their mobile devices’ cameras when activating on...Read More
Ensuring a best-in-class B2B loyalty program strategy begins with the recognition that people are consumers at home and consumers while on the job.
During the Jan. 17 Loyalty360 webinar titled, “The State of Loyalty in 2017 – An...Read More
Chili’s, which is owned by Brinker International, has been a key player in magnifying the casual dining customer experience through the addition of tabletop tablets and other technological initiatives.
But, Brinker International CEO Wyman...Read More
Auto dealerships can capitalize on inbound calls to their respective companies if their call-handling practices lead to a significantly better and more memorable customer experience.
A past J.D. Power and Associates study show the following...Read More
When officials at Masonite Corporation looked at the door industry, they concluded that opportunities existed to change the business model paradigm, placing more control in the hands of consumers, driving a stronger customer loyalty bond.
As a...Read More
Effectively raising the bar on customer experience is an estimable pursuit for any loyalty marketer.
At Diamond Resorts International, a global leader in the hospitality and vacation ownership industries, officials recently launched Diamond...Read More
For Verizon, 2017 is off to a promising start in the area of customer loyalty.Verizon Chairman and CEO Lowell McAdam noted this point during Tuesday’s fourth-quarter earnings conference call.
“In the fourth quarter, we expanded our...Read More
On Jan. 29, 2017, Rick Gomez will become executive vice president and chief marketing officer of Target.
Gomez will be responsible for furthering Target’s brand positioning and leading the integration of all marketing programs. He will...Read More
Back in October, Stellar Loyalty CEO Kevin Nix offered his views regarding McDonald’s future customer-centric trajectory as the iconic brand has undergone a transformation in recent years to ensure larger growth and enhanced customer loyalty...Read More
Are financial institutions lagging behind retailers when it comes to customer experience?
A new survey from Computer Services, Inc. (CSI) notes that more than half of bankers plan to increase spending on customer experience initiatives in 2017...Read More
For online retailer Zappos.com, it’s always been a virtual customer experience.
Zappos is taking its show on the road (literally!) with its new Friends with Benefits Road Show, a cross-country road trip bringing a one-of-a-kind...Read More
It seems that everywhere you turn these days in the loyalty marketing world there are references to mobile and its positive impact on the customer experience.
Officials at Confirmit realize this all too well, which is one of the main reasons it...Read More
Delta Air Lines has been working very hard to retain its most loyal customers and spark elevated customer engagement among newer consumers, evidenced by it adding benefits for Silver Elite members of the airline’s SkyMiles loyalty program.
Back in July 2014, upscale retailer Nordstrom acquired Trunk Club, a personalized clothing service for men. Founded in 2009, Trunk Club delivers a stylist service that combines the convenience of online with a high-touch, personalized shopping...Read More
Mobile customer engagement is a major piece of the customer loyalty puzzle today and Clutch, a customer management and marketing analytics company, acquired intelligent mobile promotions platform Persio to add powerful new mobile marketing...Read More
The exciting aspect of location-based marketing is it can connect a brand to a customer before, during, and after he or she has made a purchase. Being there throughout the entire customer journey can surely help elevate and spark better customer...Read More
This story was originally published on September 6th, 2016.
FIJI Water, the No. 1 premium bottled water brand in the U.S., always places its customers first.
“We have seen much achievement from a customer loyalty perspective,&rdquo...Read More
Back in June, United Airlines CEO Oscar Munoz laid out some key initiatives to magnify brand loyalty and make United the greatest airline in the world.
Those initiatives are expected to drive more than $3 billion in incremental value to...Read More
At Loyalty360 we often hear from brands about personalization, digital customer experience, social media, and physical and digital integration. These crucial pieces can help form an overall seamless customer experience that leads to customer...Read More
Every loyalty marketer wants as much customer engagement as possible. The more effective customer engagement, the better chance of achieving more sales and, ultimately, gaining customer loyalty and brand advocacy.
Improving customer engagement is...Read More
In a recent article in the Harvard Business Review, the title says that “Customer Loyalty Is Overrated.”
“The death of sustainable competitive advantage has been greatly exaggerated,” the article asserts. &ldquo...Read More
Electric utility providers might not immediately conjure up the most amazing customer engagement strategies, but, according to the J.D. Power 2016 Calendar-Year Electric Utility Business Customer Satisfaction Study, they’re improving at a...Read More
Customer loyalty is evolving and, in 2017, there are some trends for brands to follow to elevate their customer engagement, customer experience, and brand loyalty.
During Tuesday’s Loyalty360 webinar titled, “The State of Loyalty in...Read More
Identifying behavioral changes in your customer base, and effectively leveraging these insights can lead to greater customer engagement and true customer-centricity.Pointillist recently released a white paper titled, “Achieve True Customer...Read More
The holiday season represents a massive percentage of annual sales for many companies. For some, it is their make-or-break period each year.
So how can retailers spark customer engagement and brand loyalty in the post-holiday timeframe...Read More
Since Tim Sloan became CEO of Wells Fargo in October, his primary mission is to restore trust and pride in the company. What’s more, he is focusing on the company’s retail banking compensation program to instill greater employee...Read More
Dylan Samra, CEO and co-founder of ASAP, is excited about the progression of his company as customer engagement has ramped up significantly.
Based in Sydney, Australia, ASAP is an app that gets you anything you want delivered from, literally...Read More
Converting online sales is a difficult task for retailers, given the fact that found that 92 percent of consumers don’t intend to buy the first time they visit a website. Instead, those customers are there to conduct research and find...Read More
Last year, officials at Maritz Motivation Solutions introduced a new LoyaltyNext® Fraud Management Suite, an evolution enabling marketers and brands to detect and prevent fraud in loyalty programs.
In the U.S. alone, 3.3 billion loyalty...Read More
In this day and age of connectivity, people want access to Wi-Fi all the time. In fact, Elizabeth Chapman, Manager IFE (In-Flight Entertainment) & Connectivity at JetBlue, told Loyalty360 that she views Wi-Fi as “a basic human right...Read More
There are about 2,000 fintech startups, with around 900 representing the payments industry, according to Kausik Rajgopal, director, McKinsey & Company.
“It represents a significant point of entry into the customer relationship,&rdquo...Read More
Given the number of companies entering the marketplace and competing for consumer attention skyrocketing, capturing consumer loyalty is not an option, it is crucial to the survival of brands.
On Jan. 17, 2017, at 1 p.m. EST, Loyalty360 will host...Read More
For CVS Pharmacy, specifically, officials connected to the ExtraCare loyalty program, leveraging social media helps educate members by providing answers and information in real-time.
“Our goal is to be as responsive and helpful as possible...Read More
The above is probably a difficult question for many brands to answer, but, no worries, help is on the way in the form of a new online guide called the Lassu Guide to Customer Loyalty Software.
Loyalty360 caught up with Jim Griffin, managing...Read More
Two years ago, Gartner published a study that contained the following statistic: 89% of companies plan to compete primarily on the basis of customer experience by 2016.
Since we have embarked on 2017, Loyalty360 solicited the expert opinions of...Read More
Venerable retailer Sears has endured its fair share of vicissitudes in the past few years, but remains committed to restoring profitability and brand loyalty.
Focus on its Shop Your Way loyalty program has been the company’s guiding light.
If it’s early January, that must mean United will win another Global Traveler Award for Best Overall Frequent Flyer Program in the world.
For the 13th straight year, readers of Global Traveler, a monthly publication written exclusively ...Read More
At Loyalty360, we hear and talk to brands about personalization quite often. That personal touch can lead to an emotional connection with a customer, which, in turn, can lead to brand loyalty and advocacy.
Increasingly, customers are...Read More
A massive piece of the customer loyalty puzzle is value. Not only value but a tangible value that customers can easily identify.
An enticing, attractive, and thoroughly rewarding customer loyalty program can go a long way toward forging a key...Read More
A memorable customer experience is crucial for any brand every day of the week. For Carnival Corporation, providing a memorable cruise customer experience is absolutely vital to the company’s success now and in the future.
With a large...Read More
Caring about customers, understanding their needs and desires, and trying to fulfill those expectations can loom as daunting tasks for loyalty marketers. Customers, now more than ever, want to be loyal to brands that clearly show them they care...Read More
A loyalty program can be a powerful tool for a retailer, especially when it is filled with insight on customers’ needs and desires.
Loyalty360 caught up with Phil Seward, regional director, Americas, ICLP, to find out how loyalty marketers...Read More
During the company’s recent earnings conference call, Sonic CEO Cliff Hudson talked about a major push toward a vastly improved customer experience−one for which he holds a cool confidence.
“ICE is our Integrated Customer...Read More
Sinking sales and profits, plunging net income and same-store sales, and evolving customer shopping preferences and patterns have, unfortunately, shadowed venerable retailer Macy’s during the past couple of years.
This week company...Read More
McKesson Corporation, an international leader leading in health care services, and information technology company, will raise the level of its customer experience in Canada through the acquisition of Rexall Health for $2.9 billion CAD.
With the...Read More
Relaunching its AMC Stubs loyalty program was a key strategic move by AMC Theatres last summer.
In July, AMC launched AMC Stubs Insider, a free tier to the program that rewards AMC guests for coming to the movies. Insider benefits include a free...Read More
USA Technologies, a payment technology provider of cashless and mobile transactions in self-serve retail, conducted a comprehensive review of its MORE loyalty program and wanted to make some enhancements.
As a result, USA Technologies will now...Read More
Express experienced an eye-opening fiscal performance during its second quarter last year, punctuated by a strategic oversight that led to results far short of expectations along with a decline in store traffic.
At the time, Express CEO David...Read More
Among a plethora of factors that impacts the supermarket customer experience, store employees hold the key to customer satisfaction and long-term customer loyalty, according to the Retail Feedback Group’s 2016 U.S. Supermarket Experience...Read More
Bed Bath & Beyond CEO Steven Temares has touted personalization as a key objective to increase brand loyalty for quite some time.
In late November, Bed Bath & Beyond took a major step along its personalization path after it acquired...Read More
Loyal customers at C Spire, which earned the Platinum Award in the “Voice of the Customer” category at the inaugural Loyalty360 Awards in March 2014, have responded incredibly well to its latest customer experience and relationship...Read More
Officials at SessionM, a Boston, MA-based mobile-first marketing automation and loyalty platform, believe that last month’s acquisition of LoyalTree, a Pittsburgh-based provider of integrated point-of-sale (POS) marketing software for retail...Read More
For AMC Theatres, 2016 was a thrilling and captivating year−not only for its loyal customers, but for its internal executive team as well.
AMC Theatres eclipsed five million members in its AMC Stubs loyalty program, adding more than 2.5...Read More
Editor’s Note - This story was originally published in January'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 February'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 June'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 content...Read More
Editor’s Note - This story was originally published in May'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 content...Read More
Editor’s Note - This story was originally published in December, 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!