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Vivint is Smart About Customer Experience

  • March 02 2018
  • Resource: In-Depth Exclusives

In 2011, APX, a leading national provider of home security monitoring systems, rebranded itself as Vivint to reflect its expansion into smart home technology. The word Vivint was derived from “viv,” from the Latin vivere or “to...Read More

CRM Takes Two Paths for ManpowerGroup

  • February 26 2018
  • Resource: In-Depth Exclusives

“For ManpowerGroup as a whole, we’ve been very focused on the client relationship over the history of our business,” says Stacey Force, Vice President, Global Marketing Center of Excellence, a division of ManpowerGroup. ...Read More

A Solid Customer Journey Makes for Better Travel at Expedia

  • February 21 2018
  • Resource: In-Depth Exclusives

Expedia Rewards, or Expedia Plus as it’s known today, was launched in 2014, but the program itself had been in place for several years prior to that.   “The value prop is simple,” explains Jordan Barr, senior loyalty...Read More

A Solid Customer Journey Makes for Better Travel at Expedia

  • January 22 2018
  • Resource: In-Depth Exclusives

Expedia Rewards, or Expedia Plus as it’s known today, was launched in 2014, but the program itself had been in place for several years prior to that.   “The value prop is simple,” explains Jordan Barr, senior loyalty...Read More

ForRent.com has Found a New Home in the Digital Age

  • January 19 2018
  • Resource: In-Depth Exclusives

How did we do anything before the internet? Renting an apartment for example. For years, only two companies printed up booklets listing apartments for rent. Last year, ForRent.com, the leader in apartment rental listings, shuttered it’s...Read More

Personalization Makes for a Smooth Customer Journey for Vivint

  • December 22 2017
  • Resource: In-Depth Exclusives

Vivint, founded in 1999 as APX Alarm Security Solutions, is a private smart home and security monitoring services provider in the U.S. and Canada. Steve Dixon, SVP of Customer Experience and Operations, talked to...Read More

At Vanderbilt University Medical Center, Creating Customer Loyalty Takes Lots of Patients

  • December 20 2017
  • Resource: In-Depth Exclusives

The healthcare industry is in the middle of a massive transformation, adding an emphasis on staying healthy to its traditional function of returning people to a healthy state. Jill Austin, Chief Marketing Officer, Vanderbilt University Medical...Read More

Sleep Number Doesn’t Rest on Its Sales Success but Sees Customer Engagement as a Lifelong Pursuit

  • December 18 2017
  • Resource: In-Depth Exclusives

The subject of people getting a better night’s sleep keeps people like Lisa Erickson awake at night. Erickson is the senior director of CRM and loyalty for Sleep Number, the manufacturer and retailer of upscale biometric beds that can be...Read More

ManpowerGroup Keeps an Eye on Employee and Employer Engagement, While Also Focusing on the Future

  • December 15 2017
  • Resource: In-Depth Exclusives

ManpowerGroup is a global staffing company founded in 1948 in Milwaukee, Wisconsin. Today it is one of the world’s largest staffing firms, operating a number of specialized divisions that serve both clients seeking staff as well as...Read More

ForRent.com Rebuilds Itself to Meet Changes in Apartment Properties—and Customers

  • December 11 2017
  • Resource: In-Depth Exclusives

ForRent.com is a brand that has been around for almost 30 years in the apartment rental space and is a leading marketer of multiple family apartments, typically complexes with 100 or more units. It also handles the marketing efforts of larger...Read More

Expedia Navigates the Changing—and Competitive—Seas of the Travel Business

  • December 08 2017
  • Resource: In-Depth Exclusives

Expedia, the online travel company, was founded as a division of Microsoft in 1996, which marked the early days of the modern Internet. It was spun off in 1999 and has since, through mergers and acquisitions, built a portfolio of nearly two dozen...Read More

CarMax Drives a Different Customer Journey in Auto Retailing

  • December 06 2017
  • Resource: In-Depth Exclusives

CarMax is the largest used-car retailer in the U.S. The first CarMax location opened in September 1993, after two years of development by Circuit City executives who originally dubbed it Project X. Today, CarMax sells nearly 700,000 vehicles a...Read More

Expedia Navigates CRM

  • November 22 2017
  • Resource: In-Depth Exclusives

Expedia, the online travel company, now encompasses nearly two dozen brands around the world and was originally founded as a division of Microsoft in 1996. At the dawn of the modern Internet, it was a game changer. Spinning off in 1999, it...Read More

How CIBC Tapped Stakeholders to Build a Successful Rewards Program

  • November 16 2017
  • Resource: In-Depth Exclusives

CIBC is a leading Canadian-based global financial institution with 11 million personal banking, business, public sector, and institutional customers in its native Canada, as well as the U.S. and around the world.    Working with its...Read More

CRM Takes Two Paths for ManpowerGroup

  • November 15 2017
  • Resource: In-Depth Exclusives

“For ManpowerGroup as a whole, we’ve been very focused on the client relationship over the history of our business,” says Stacey Force, Vice President, Global Marketing Center of Excellence for Right Management, a division of...Read More

Listen up! Customer Experience and Voice of the Customer are Keys to Success in the Music Business Today

  • November 13 2017
  • Resource: In-Depth Exclusives

Technology has changed almost every industry at some level in the past generation. However, few industries have been impacted as greatly as the music business. Brad Turcotte, VP Marketing, Universal Music Group, Nashville and Susan Knox, Director...Read More

How Customer Loyalty in Travel & Entertainment is Changing: Caesars, Sony, and Enterprise Share Their Thoughts

  • November 08 2017
  • Resource: In-Depth Exclusives

In a panel moderated by Mark Johnson, CEO and CMO of Loylaty360, three top brands across the travel and entertainment industries addressed customer loyalty. It took place at the 2017 Customer Expo, powered by Loylaty360, in Nashville. The panel...Read More

How Sales and Marketing Can form a Happy Family

  • November 07 2017
  • Resource: In-Depth Exclusives

For Todd and Adam McMurtrey, sales and marketing aren’t just about profits, loss, and metrics, they’re about family. The two spoke at Customer Expo 2017 in Nashville, presented by Loyalty360. Their presentation was titled Sales and...Read More

At Omaha Steaks, Customer Experience is Well-Done

  • November 06 2017
  • Resource: In-Depth Exclusives

Omaha Steaks International, Inc., more widely known as Omaha Steaks, is a family business that cuts, markets, and distributes steaks, red meats, and gourmet foods. The company is named after the American city in which it was founded...Read More

Pine River Spreads Customer Experience

  • November 03 2017
  • Resource: In-Depth Exclusives

It’s not a cliché. Folks in Wisconsin take their cheese seriously, those who make it and those who consume it. “Our plant and our home are forty-five minutes south of Green Bay so the whole Packer cheese head thing is very much alive...Read More

Attention to CRM Sets Trump Hotels Apart from Competitors

  • November 01 2017
  • Resource: In-Depth Exclusives

“When you open a new hotel, nobody has ever stayed there,” says Mickael Damelincourt, managing director, Trump Hotel DC. “Everyone is coming for the first time.” The Trump Hotel DC is his fifth opening, third with the...Read More

The National Lacrosse League Turns to Experience to Create an Experience

  • October 25 2017
  • Resource: In-Depth Exclusives

Lacrosse, as many sports fans know, originated with Native North Americans. The rules for the indoor version of the game were laid out by Canadian William George Beers in 1867. The sport is popular across Canada, as well as the Northeast and...Read More

Customer Experience Comes Naturally for Kraft Heinz Benelux

  • October 23 2017
  • Resource: In-Depth Exclusives

The Kraft Heinz Company is the fifth-largest food and beverage company in the world, following the 2015 merger of two of America’s food giants. As such, it operates on over two dozen countries around the world, including the three nations...Read More

Better Customer Experience Relies on Many Factors at GoDaddy (Part 1 of 2)

  • October 18 2017
  • Resource: In-Depth Exclusives

GoDaddy is probably best known as a domain name registrar. Its product suite, however, includes a full-on suite of products for small businesses including website building capabilities, email services, and marketing tools. Steven Aldrich, GoDaddy...Read More

Western Union’s Customer Loyalty Efforts are on the Money

  • October 16 2017
  • Resource: In-Depth Exclusives

Western Union is not only one of the world’s first telecommunications companies, it is also one of the most enduring and innovative. Founded in 1851, just over a decade after Samuel Morse patented the telegraph in the United States, Western...Read More

Delivering Great CX is a Team Effort at Trump Hotel DC (Part 2 of 2)

  • October 13 2017
  • Resource: In-Depth Exclusives

In Part 1, Mickael Damelincourt, managing director, Trump International Hotel Washington, D.C, discussed how he and his team create an experience that differentiates the property from other 5-star hotels. In Part 2, he talks about how he came to...Read More

Delivering Great CX is a Team Effort at Trump Hotel DC (Part 1 of 2)

  • October 12 2017
  • Resource: In-Depth Exclusives

Opened in September of 2016, the Trump International Hotel Washington, D.C occupies the renovated building formerly known as Old Post Office Pavilion, and historically as the Old Post Office and Clock Tower. Mickael Damelincourt, managing director...Read More

Customer Engagement Helps Grow Professional Indoor Lacrosse

  • October 11 2017
  • Resource: In-Depth Exclusives

The National Lacrosse League (NLL) was established in 1986 as the Eagle Pro Box Lacrosse League, later becoming the Major Indoor Lacrosse League. In 1998, it was restructured and renamed the National Lacrosse League.   Indoor lacrosse or...Read More

Stressing the Fundamentals Helps Red Lion Succeed

  • October 06 2017
  • Resource: In-Depth Exclusives

In 2014, Red Lion Hotels Corporation launched its Hello Rewards loyalty program in 2014, replacing the previous program, the R&R Club. The former program, it was determined, was not effective, was impersonal, and didn’t retain customers...Read More

AeroFarms Develops New Ways of Growing the Customer Journey (Part 2 of 2)

  • October 04 2017
  • Resource: In-Depth Exclusives

In Part One of our interview with AeroFarms, CMO and co-founder Marc Oshima discussed how his organization is pioneering and leading in the area of indoor vertical farming.   In Part Two, Oshima explains more about the process of indoor...Read More

AeroFarms Develops New Ways of Growing the Customer Journey (Part 1 of 2)

  • October 03 2017
  • Resource: In-Depth Exclusives

AeroFarms is a pioneer and leader in the area of indoor vertical farming. Using repurposed buildings in Newark, New Jersey, it has created several indoor farms that grow, primarily, leafy greens and herbs for area grocery stores and food...Read More

Balancing Local Expectations with Global Recognition is key to Kraft Heinz Benelux’s Customer Journey

  • September 29 2017
  • Resource: In-Depth Exclusives

Recognized as one of America’s most iconic food companies, Kraft Heinz also does business on four continents, including Europe, where one of its divisions covers the Benelux nations of The Netherlands, Belgium, and Luxembourg.  ...Read More

GoDaddy Builds a Customer Journey Beyond Domain Registry

  • September 28 2017
  • Resource: In-Depth Exclusives

GoDaddy, the Internet web hosting and domain registrar, has swelled to 17 million global customers, much of that growth coming in the past five years. “We’re a 20-year-old tech company that has seen a dramatic expansion...Read More

Being a Good Community Steward at the Core of AeroFarms Mission

  • September 21 2017
  • Resource: In-Depth Exclusives

“It’s definitely an exciting time,” says Marc Oshima, CMO and co-founder of AeroFarms. “We’re at a key inflection point not only with our company but also, the overall industry is on an amazing trajectory with a lot...Read More

Samsung Pay Reimagines the Loyalty and Payment Spaces (Part 2 of 2)

  • September 19 2017
  • Resource: In-Depth Exclusives

In Part 1, Loyalty360 spoke with Nana Murugesan, VP/GM, Samsung about how that company has reshaped its loyalty and payment programs. In Part 2, we discover how Samsung is handling the security challenges as well as what loyalty means to the...Read More

Bosch Software Innovations Sets Sights on the Connected World of Customer Experience

  • September 18 2017
  • Resource: DailyNews

A leading global supplier of technology and services and having interests in everything from agricultural and construction machinery to factory automation and the Internet of Things (IoT), the Bosch Group has a diverse set of capabilities across...Read More

Brand Loyalty Gaining Altitude for Spirit Airlines

  • September 15 2017
  • Resource: In-Depth Exclusives

Europeans have been flying cheaply for about 20 years. In the United States in 2006, Spirit Airlines decided to stop competing with the legacy carriers, and adopt an ultra-low fare structure. Paul Berry, director of corporate communications...Read More

Listening to Customers is a Hit for the Minnesota Twins

  • September 14 2017
  • Resource: In-Depth Exclusives

Sweet Spot is the Minnesota Twins loyalty program. Mike Clough, senior vice president of ticket sales and service for the Minnesota Twins, talks to Loyalty360 about discusses how the team balanced the desires of new season ticket-holders with...Read More

Customer Experience Part of Topps Legacy

  • September 01 2017
  • Resource: In-Depth Exclusives

Topps is an iconic brand particularly if you grew up in the ‘60s, ‘70s, or ‘80s. Today the company is still going strong selling not only sports trading cards, but sets inspired by movies and TV shows, as well as its proprietary...Read More

The American Football League Changed the U.S. Sports Landscape Through Solid CX (Part 2 of 2)

  • August 31 2017
  • Resource: In-Depth Exclusives

In Part One, the AFL challenged the established NFL for the hearts and minds of football fans in the United States largely by employing a solid CX strategy. In Part Two we learn how an innovative approach to pro football on and off the field led...Read More

A Wide-Open Playing Style and Solid CX Helped the American Football League Succeed and Shape Modern Pro Football (Part 1 of 2)

  • August 30 2017
  • Resource: In-Depth Exclusives

In the 1950s, the most popular spectator sports were baseball, boxing, and horse racing according to Mic.com. Football was also popular, but it was the college version that drew more fans to stadiums, radios, and TVs. However, professional...Read More

Dell EMC Lives and Breathes the Customer Journey (Part 2 of 2)

  • August 25 2017
  • Resource: In-Depth Exclusives

After the merger of Dell and EMC, the newly combined company wanted to focus on customer retention. This has been achieved with the formation of the newly created Chief Customer Office.   In Part One of our Q and A with Alan Mayer, Senior...Read More

Bosch Software Innovations Focuses on the Connected World of Customer Experience

  • August 22 2017
  • Resource: In-Depth Exclusives

Bosch Software Innovations is part of the Bosch Group, a leading global supplier of technology and services, having interests in everything from agricultural and construction machinery to factory automation and the Internet of Things (IoT). The...Read More

Corporate Responsibility Helps Drive Loyalty for H&M

  • August 21 2017
  • Resource: In-Depth Exclusives

According to the Council for Textile Recycling, textile waste accounts for 5 percent of U.S. landfill space. The EPA reports that in 2013, over 12 million tons of textiles and clothing were discarded. Many blame the availability of cheap clothing...Read More

Minding the Details Makes Better Pizza and Better Loyalty for Domino’s

  • August 14 2017
  • Resource: In-Depth Exclusives

In 2015 Domino’s launched its Piece of the Pie loyalty rewards program. In 2017 the company captured a Gold-level award at Loyalty Expo in Orlando in recognition of its efforts. Steve Kennedy, director of loyalty and Jenny Fouracre-Petko...Read More

Internal and External CX Build Success for Bosch Software Innovations

  • August 11 2017
  • Resource: In-Depth Exclusives

“We have three different goals,” states Steffen Schmickler, vice president customer success services, marketing & communications at Bosch Software Innovations. “One is to build the IoT platform for Bosch, on the technology...Read More

Topps Customer Journey Balances Legacy and Technology

  • August 09 2017
  • Resource: In-Depth Exclusives

The Topps Company, Inc., makes chewing gum and candy but is best-known for its line collectibles, mostly sport-related trading cards. In addition to featuring teams and players from the Major League Baseball, MLS, UFC, it manufactures cards based...Read More

KKBOX Navigates Loyalty in the Fickle World of Music Streaming

  • July 31 2017
  • Resource: In-Depth Exclusives

KKBOX is a music streaming services serving listeners in Taiwan, where it is based, as well as Hong Kong, Japan, Singapore, and Malaysia. Its main competitors are Spotify and Apple Music, as well as other services based in Asia. Rose Yang...Read More

A Compete Customer Journey is in Style at H&M

  • July 26 2017
  • Resource: In-Depth Exclusives

Based in Sweden, H&M is a multinational fast-fashion clothing retailer that operates in over 60 countries around the world. It boasts 4,000 plus stores and over 132,000 employees. Sara Svirsky, group manager Film Production H&M Global...Read More

It’s All About the Experience for Monumental Sports & Entertainment

  • July 25 2017
  • Resource: In-Depth Exclusives

Washington, D.C. is the only top-10 sports market in which a single entity owns four different franchises. Formed in 2010 by the merger of Lincoln Holdings and Washington Sports & Entertainment, Monumental Sports & Entertainment owns the...Read More

Adjusting to a Changing Landscape is Important in Non-Profit Space

  • July 19 2017
  • Resource: In-Depth Exclusives

“I have four children and in every one of my kids’ my classes there was at least one child that had lost a parent on that day,” says Terry Grace Sears, executive director of Tuesday’s Children about September 11, 2001...Read More

Diamond Resorts International’s New CEO Focuses on Customer Experience

  • July 14 2017
  • Resource: In-Depth Exclusives

Diamond Resorts International® is a vacation ownership company has a network of more than 420 resorts around the world and is affiliated with 108 more through various partnerships. It was formed in 2007 through the acquisition of a company...Read More

Solidifying Customer Experience Leads to Greater Loyalty for Domino’s

  • July 13 2017
  • Resource: In-Depth Exclusives

Domino’s is relatively new to the loyalty space, at least as far as having a dedicated program. It launched its Piece of the Pie rewards program in 2015.   “One of the things we looked at before building a program was customer...Read More

Measurement Enhances Loyalty for KKBOX

  • July 07 2017
  • Resource: In-Depth Exclusives

Measuring marketing performance and linking its contribution to strategic goals is a challenge for marketers. At KKBOX, two sets of metrics are tracked, one for communication the other for strategy or loyal members.   “Our measurement...Read More

Barclaycard US Continues to Grow its Customer Journey

  • July 06 2017
  • Resource: In-Depth Exclusives

Barclaycard, a division of U.K. financial giant Barclays, was Britain’s first credit card when it was first issued to consumers in 1966. In 2004, Barclaycard U.S. was formed via the acquisition of Juniper Financial Corporation.  ...Read More

The Challenges and Opportunities of Experiential Rewards as Navigated by GHA

  • July 05 2017
  • Resource: In-Depth Exclusives

Global Hotel Alliance, or GHA, is the world’s largest alliance of independent hotel brands. GHA brings together 35 distinct and independently operated hotel brands around the globe. Instead of offering free nights as part its rewards program...Read More

Zappos Leverages Loyalty Marketing to Further Enhance Customer Experience

  • June 30 2017
  • Resource: In-Depth Exclusives

Editors Note: This article orginally appeared December 23rd, 2016 Zappos already had a sterling reputation for customer experience when it launched its new loyalty program back in September, but the company sought to take it to the next level...Read More

Performance, Not Program, Means Loyalty for LifeLock

  • June 29 2017
  • Resource: In-Depth Exclusives

“We’re loyal to our customers and our customers are loyal to us,” says Sharon Foster, senior manager, lifecycle marketing for LifeLock, the Tempe, Arizona-based identity theft protection service. “We don’t have a...Read More

Athene Finds the Customer Experience Can Vary by Generation

  • June 28 2017
  • Resource: In-Depth Exclusives

Headquartered in Hamilton, Bermuda, Athene Holding Ltd is a financial services company that issues, reinsures, and acquires retirement savings products designed for the increasing number of individuals and entities looking to fulfill retirement...Read More

Simplification is Key to Sophisticated Customer Loyalty for Royal Dutch Shell

  • June 27 2017
  • Resource: In-Depth Exclusives

Running a loyalty program is wrought with challenges. If you’re Royal Dutch Shell, it can be 20 times more difficult. “We have twenty-three programs in twenty-two international markets,” states Carolyn McKeever, Global Head of...Read More

Non-Profits Share Some Challenges with For-Profit But Have Unique Ones as Well

  • June 22 2017
  • Resource: In-Depth Exclusives

Tuesday’s Children was formed in the days and weeks after the attacks of September 11, 2001 as a response and recovery organization that supports youth, families, and communities impacted by terrorism and traumatic loss.   As of 2017,...Read More

A Southern Delicacy and Great CX a Recipe for Success at Chicken Salad Chick

  • June 21 2017
  • Resource: In-Depth Exclusives

Chicken Salad Chick was started in 2007 in Auburn, Alabama by a recently divorced stay-at-home mom who decided to sell chicken salad to her neighbors. After being informed by the health department that she couldn’t sell food out of her home...Read More

Store Clusters Better Leverage Segmentation for SpartanNash (Part 3 of 3)

  • June 14 2017
  • Resource: In-Depth Exclusives

In part 3 of our coverage of “The Evolving Grocer: Examining Changes in the CPG and Grocery Space,” a session presented at Loyalty Expo in Orlando this past May by Ron Cox, director of consumer marketing & planning for SpartanNash,...Read More

SpartanNash Uses Segmentation to Effectively Reach Every Type of Customer (Part 2 of 3)

  • June 13 2017
  • Resource: In-Depth Exclusives

In Part One of this article, Ron Cox, director of consumer marketing & planning for SpartanNash, explained how that Midwestern grocer and food distributor focused on personalization, segmentation, and relevancy to improve CX.   Cox was...Read More

How a 100-Year-old Grocer Uses Modern Methods to Leverage the Customer Journey (Part 1 of 3)

  • June 12 2017
  • Resource: In-Depth Exclusives

SpartanNash, the Byron, Michigan-based grocer traces its roots back to 1917 and the establishment of the Grand Rapids Wholesale Grocery Company. In 1957 it became Spartan Stores, merging in 2013 with Edina Minnesota-based food distributor Nash...Read More

How Incremental Improvements Helped GHA’s Rewards Program

  • June 08 2017
  • Resource: In-Depth Exclusives

“Ours is a young program,” says Kristi Gole, director of loyalty marketing for Global Hotel Alliance, or GHA. “We launched about seven years ago and really started seeing some great results last year in terms of direct marketing...Read More

Listening to Customers Improves Loyalty Efforts for Canada’s Laura Shoppes

  • June 06 2017
  • Resource: In-Depth Exclusives

Last year, Laura Shoppes’ two main brands, Laura and Melanie Lyne, began offering the same loyalty program. It was a program started on the Melanie Lyne side and wound up replacing Laura’s decades-old, pay-to-play rewards program...Read More

Carnival Cruise Line Turns Loyal Customers into Brand Advocates

  • June 05 2017
  • Resource: In-Depth Exclusives

Carnival is the largest cruise line in the world, based on revenue, passengers carried annually, as well total number of ships in its fleet. Its 25 vessels account for just over a fifth of the world’s cruising business. Loylaty360 speaks...Read More

Employee Engagement Makes Diamond Resorts International the Place to be for Team Members and Guests

  • June 02 2017
  • Resource: In-Depth Exclusives

“The on-ramp to our customer experience is really our marketing and sales process,” says Michael Flaskey, CEO of Diamond Resorts International®, “because we are a direct marketing and direct sales company.”  ...Read More

Tradition Meets Modern Loyalty Marketing Methods at Chicken Salad Chick

  • May 31 2017
  • Resource: In-Depth Exclusives

“We’re really making it a point to make the entire experience very guest-centric,” says Ali Rauch, director of marketing for Chicken Salad Chick. “We listened to our guests in the very beginning, we know exactly who they...Read More

Travelers Change, but Loyalty is a Constant at Heathrow Airport

  • May 25 2017
  • Resource: In-Depth Exclusives

In terms of international passengers or enplanements, Heathrow Airport is the second busiest facility of its kind in the world, just behind Dubai International and Hong Kong International. It is the busiest airport in Europe, and sixth in the...Read More

LifeLock Identifies with its Customers to Provide Great CX

  • May 19 2017
  • Resource: In-Depth Exclusives

LifeLock is an identity theft protection company based in Tempe, Arizona. The company, through a subscription based service, monitors members’ financial accounts to detect possible fraud, send alerts, and restores people’s identities...Read More

Loyalty360 BrandVision: Celebrity Cruises

  • May 15 2017
  • Resource: Multimedia

P.F. Wilson speaks with Lee Moreau, director of loyalty marketing at Celebrity Cruises, about the importance of creating personalized, memorable experiences for guests at every touchpoint.  Read More

Carnival Cruise Line Focuses on the Fun Side of Customer Experience

  • May 15 2017
  • Resource: In-Depth Exclusives

There’s no question Carnival Cruise Line has successfully branded itself as the line with “The Fun Ships.” Indeed, an entire generation can still recall entertainer Kathy Lee Gifford singing and dancing her way around a Carnival...Read More

Linda Kaplan Thaler Explains the Power of Nice in Loyalty Expo Keynote (Part One)

  • May 11 2017
  • Resource: In-Depth Exclusives

It was a security guard named Frank that helped turn around the fortunes of Linda Kaplan Thaler’s then fledging ad agency the Kaplan Thaler Group. “Frank was our security guard in the building where we worked,” Kaplan Thaler...Read More

The Brand Crystallizer: Talking Strategy with Summer Felix

  • May 10 2017
  • Resource: In-Depth Exclusives

Today, The Draw Shop is the go-to destination for marketing animations. But it wasn’t always like that. And while co-founder Summer Felix—alongside veteran marketer Eric Kerr—started small like everyone else, they grew in...Read More

Loyalty360 BrandVision: Chicken Salad Chick

  • May 08 2017
  • Resource: Multimedia

Loyalty360's P.F. Wilson speaks with Ali Rauch, director of marketing at Chicken Salad Chick, about how the brand approaches customer loyalty through its Craving Credits mobile app.  Read More

Loyalty is a Team Effort at Laura Shoppes

  • April 28 2017
  • Resource: In-Depth Exclusives

One company, two brands, two different loyalty programs. Something had to give. “One thing we learned from looking at our customers was there was a lot of cross-shopping going on between the two brands,” says Robert Depins, director...Read More

Best Western Assesses New Technologies Carefully

  • April 26 2017
  • Resource: In-Depth Exclusives

One of America’s most recognized hotel brands, Best Western has been welcoming guests since 1946. Today it operates over 2,100 locations in North America and a total of 4,100 worldwide. Maintaining that success involves a forward-thinking...Read More

The Language of Customer Experience is Universal at London’s Heathrow Airport

  • April 19 2017
  • Resource: In-Depth Exclusives

London’s Heathrow Airport is unquestionably one of the most well-known airports in the world. The airport's origins date back to the 1920s. In the early years, it was varyingly called Harmondsworth Aerodrome, The Great West Aerodrome...Read More

How Schluter Systems Builds Customer Loyalty Across Platforms

  • April 11 2017
  • Resource: In-Depth Exclusives

Schluter®- Systems is a company that you may be more familiar with than you realize. In houses and businesses around the world, you’ll find Schluter products. What you may not know about are the care and customer education efforts that...Read More

Colorescience Delivers Consistent Customer Experience Through Multiple Channels

  • April 04 2017
  • Resource: In-Depth Exclusives

Colorescience is a beauty brand based in suburban San Diego, California. It was founded by Diane Ranger, a former kindergarten teacher from Houston, Texas. After wandering into a small beauty products boutique in Houston, Ranger was inspired. She...Read More

Where Modern Art and Marketing Meet: The Draw Shop

  • April 03 2017
  • Resource: In-Depth Exclusives

It started eight years ago, with Daniel Pink’s Ted Talk on motivation.   But it wasn’t the subject that inspired Summer Felix and her business partner Erik Kerr to create one of the most exciting whiteboard animation companies...Read More

VW Australia Gets Personal to Drive Customer Loyalty

  • March 31 2017
  • Resource: In-Depth Exclusives

Volkswagen came to Australia in the early 1950s and built vehicles there through the mid-'70s at which point it left the market. After a little more than a decade on hiatus, VW returned to Australia in 1990 and has been growing there ever...Read More

Using Plants to “Meat” Customer Expectations is the Mission of Beyond Meat

  • March 27 2017
  • Resource: In-Depth Exclusives

“The mission is to create meat directly from plants,” states Will Schafer, VP of Marketing for Beyond Meat. “The idea is to give people all the juicy, meaty delicious traditional foods that they love but without the health...Read More

Best Western Keeps Loyalty Vibrant in the 21st Century

  • March 15 2017
  • Resource: In-Depth Exclusives

“We really work hard to make sure we have a platform that allows us to deliver on the customer experience,” says Tammy Lucas VP, marketing & advertising, Best Western Hotels & Resorts, “but really at the end of the day we...Read More

Marketing Agencies Zenith and Moxie Get a Unique View of Customer Experience (Part 2 of 2)

  • March 03 2017
  • Resource: In-Depth Exclusives

In part one of our interview with Sean Reardon, the CEO of marketing agencies Zenith and Moxie spoke about his definition of customer loyalty, how customers are changing, and the challenges of personalization.   In Part Two, Reardon...Read More

Marketing Agencies Zenith and Moxie Get a Unique View of Customer Experience (Part 1 of 2)

  • March 02 2017
  • Resource: In-Depth Exclusives

Moxie is a marketing agency headquartered in Atlanta. Founded in 2000, it also has offices in New York, Los Angeles, and Pittsburgh. It’s portfolio of clients boasts over 30 top brands including Coke, 20th Century Fox, Chick-fil-A Verizon...Read More

Customer Journey Expanding into new Channels for Colorescience

  • March 01 2017
  • Resource: In-Depth Exclusives

“We are really built on the idea of fusing skincare components into our beauty products,” says Vice President of Global Marketing for Colorescience Jameson Slattery. “Our thesis is that skincare doesn’t need to stop at the...Read More

Listening to Customers Steers Volkswagen Australia’s Loyalty Efforts

  • February 27 2017
  • Resource: In-Depth Exclusives

Though vehicles manufacturing in Australia has almost completely ended, the Land Down Under is one of the world’s most competitive automotive markets.   “There are about 60 different brands that compete in the Australian...Read More

Leveraging Empowered Employees for Deeper Engagement (Part Two)

  • February 24 2017
  • Resource: In-Depth Exclusives

In Part One of “Passion Play: Leveraging Empowered Employees for Deeper Engagement,” Andy Moore, director of communications for Hwy 55 and Linh Peters, senior director of loyalty marketing & strategy, discussed employee engagement...Read More

How Ulta Beauty and Hwy 55 Burgers & Fries Turn Employee Engagement into Customer Loyalty. (Part One)

  • February 23 2017
  • Resource: In-Depth Exclusives

There has been a realization lately that employees should play an integral part in driving unique experiences, rewarding customer engagement, and increasing brand loyalty.   While many brands talk about commitment and focus on employee...Read More

Voila Does the Heavy Lifting for Hotel Loyalty Programs

  • February 21 2017
  • Resource: In-Depth Exclusives

Voila Hotel Rewards, a division of Hotel Marketing Concepts, allows small, boutique, and independent hotels and hotel chains to establish loyalty programs that can offer awards that are redeemable through affiliated brands. Each hotel can have its...Read More

Revamped Reward Program Sees Remarkable Results for Regal Entertainment Group

  • February 18 2017
  • Resource: In-Depth Exclusives

Regal Entertainment Group’s newly revamped Regal Crown Club loyalty program is off to a great start. Based on the concept of better rewards, more choices, and unlimited credit, the new program has been well-received by members.  ...Read More

Loyalty is all About the Fundamentals for Holiday World & Splashin’ Safari

  • February 17 2017
  • Resource: In-Depth Exclusives

Holiday World & Splashin’ Safari is an amusement park located in the town of Santa Claus, Indiana. Founded in 1946 as Santa Claus Land by Louis Koch, the park added the themed areas of 4th of July and Halloween in 1984 and changed its...Read More

USPS Takes Customer Experience into the 21st Century

  • February 14 2017
  • Resource: In-Depth Exclusives

“I love how the postal system has this financial emotional meltdown every three to five years,” comedian Jerry Seinfeld said to the Tonight Show audience a few years back, “that their business model from 1630 isn’t working...Read More

In an Ever-changing Health Care Space, Brand Loyalty is a Constant for NextGen

  • February 01 2017
  • Resource: In-Depth Exclusives

“The evolution of health care has been such a focus and priority in the United States,” says Jacqui Darcy, client experience leader for NextGen. “It's such a critical component and there's actually an evolution, a change...Read More

Relationship Marketing at the B2B and B2C Level Drives Loyalty for Pearle Vision (Free to Read)

  • January 26 2017
  • Resource: In-Depth Exclusives

Optometrists and other eyecare professionals have a very important relationship with their patients. However, they can sometimes be more concerned about operating their business versus training their frontline staff.   Pearle Vision...Read More

What We’re Seeing & Hearing in the Loyalty Marketing Landscape

  • January 18 2017
  • Resource: In-Depth Exclusives

Each week, Loyalty360 interviews numerous brands to help our audience gain insight into the ever-changing world of loyalty marketing. Through our What We’re Hearing & Seeing podcast, Loyalty360 CEO and CMO Mark Johnson assesses some the...Read More

Update: Recently Re-Launched Regal Crown Club is a Hit

  • January 17 2017
  • Resource: In-Depth Exclusives

In February of 2016, Regal Entertainment Group re-launched its Regal Crown Club loyalty program, based on extensive research and customer feedback. With a greater emphasis on mobile, the program has become a huge success for Regal.   &ldquo...Read More

Omnichannel Engagement Provides Clear Customer Engagement for Safelite AutoGlass

  • January 12 2017
  • Resource: In-Depth Exclusives

For Safelite AutoGlass, it’s all about being omnichannel. The auto glass repair and replacement giant, based in Columbus, has been moving toward an engagement process that will be seamless across multiple platforms including web, mobile...Read More

Customer Experience Means Success Night After Night for Choice Hotels International

  • January 11 2017
  • Resource: In-Depth Exclusives

The hospitality sector was among the first industries to embrace loyalty programs. Today, of course, they are still quite popular, but most focus only on frequent travelers and guests. Choice Hotels International, recognizing an untapped market...Read More

Mobile Payments and Plenti Fuel Brand Loyalty for ExxonMobil

  • January 10 2017
  • Resource: In-Depth Exclusives

Plenti is a coalition loyalty program featuring a variety of verticals, including AT&T, Nationwide Insurance, Macy’s, Rite Aid, Direct Energy, Enterprise, Expedia, Hulu, and more. One of the coalition founding sponsors, is ExxonMobil...Read More

Employee Suggestion Leads to New Customer-Focused Initiative at Western & Southern Life

  • January 09 2017
  • Resource: In-Depth Exclusives

As a financial services firm, Western & Southern Life, a member company of Western & Southern Financial Group, is prohibited from offering a loyalty program to its customers. However, loyalty is still a very important part of the company...Read More

How One of America’s Largest Universities Stays Focused on Personalization

  • January 08 2017
  • Resource: In-Depth Exclusives

When you have one of the largest student bodies in higher education, maintaining an optimal level of personalization can be a daunting task. Add to that mix, a student body that is made up of online scholars as well as those attending class at the...Read More

Customer Relationship Management Helps Voila Help Member Hotels

  • January 07 2017
  • Resource: In-Depth Exclusives

The hotel and lodging industry, along with the major airlines, was among the first to embrace loyalty programs. Pioneered by industry giants, smaller companies in those sectors sought to keep pace, though limited resources proved to be a major...Read More

Good Old-Fashioned Customer Loyalty Steers Hwy 55 in the Right Direction

  • January 06 2017
  • Resource: In-Depth Exclusives

Originally called Andy’s Cheesesteaks and Cheeseburgers, Hwy 55 Burgers, Shakes & Fries has become one of the fastest growing fast-casual restaurant chains in America. That growth, accomplished primarily through franchising, hasn...Read More

Consumer Conversations Key to Citi’s Journey to “Uberize” the Banking Experience

  • January 05 2017
  • Resource: In-Depth Exclusives

It has been said, “the worst question ever asked, is the one which is never asked.” Citi had a similar philosophy when it approached customers about helping the bank improve its engagement efforts. Loyalty360 spoke with Alice Milligan,...Read More

Is There a Cost to Improving the Customer Experience?

  • January 04 2017
  • Resource: In-Depth Exclusives

In Part One, Verizon’s Erin Van Remortel, manager customer experience, explained how showing key stakeholders the customer journey of clients and customers who were having issues, was crucial to improving customer experiences. She explains...Read More

Sharing the Customer Journey with Stakeholders is the Key to Improving Customer Experience

  • January 03 2017
  • Resource: In-Depth Exclusives

If you run a business, dealing with voice or Internet providers can be a challenge. The providers supply a vital lifeline to your organization but dealing with them is sometimes difficult and frustrating. Verizon Enterprise Solutions recognizes...Read More

Unique Customer Experience Drives Kellogg Family Rewards Loyalty Program

  • December 29 2016
  • Resource: DailyNews

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

Measuring and Listening are the Keys to Loyalty Marketing at Cargill

  • December 28 2016
  • Resource: In-Depth Exclusives

As most of its interests are B2B, loyalty is a big part of Cargill’s marketing efforts. Lori Laflin, global customer engagement research manager for the Minneapolis-based multinational spoke with Loyalty360 about how it all works.  ...Read More

The Future of CX in Travel & Entertainment, as Seen by Three Industry Leaders (Part 2 of 2)

  • December 22 2016
  • Resource: In-Depth Exclusives

In Part One of this feature, Narina Sippy, CMO of Stellar Loyalty, moderated a panel during a session titled “Passport to CX: Engaging Customers in Travel & Entertainment” at the Engagement & Experience Expo, presented by...Read More

Passport to CX: 3 Brands Discuss Engaging Customers in Travel & Entertainment (Part 1 of 2)

  • December 21 2016
  • Resource: In-Depth Exclusives

Perhaps no industry is undergoing more change in customer loyalty than travel and entertainment. Thanks to increasingly accessible in-home experiences as well as the contrasting trend for millennials to value experience over tangible goods...Read More

Overcoming the Challenges of Measurability in Customer Experience (Part 2 of 2)

  • December 20 2016
  • Resource: In-Depth Exclusives

In part one of our look at measurability in customer experience, our panel outlined the framework of the challenges faced by multiple industries. In part two, Eric Messerschmidt, SVP, strategic marketing, CRM, and loyalty for Ulta Beauty, Norman...Read More

The Challenges of Measurability in Customer Experience and How to Overcome Them (Part 1 of 2)

  • December 19 2016
  • Resource: In-Depth Exclusives

The ways in which various industries define, socialize, and understand customer experience internally, as well as the technologies and processes to measure CX Gains, are more challenging today than ever before.   During a session titled...Read More

1-800-Contacts Not Phoning in Customer Experience

  • December 18 2016
  • Resource: In-Depth Exclusives

“We’ve been around so long we have an 800 number in our name still,” says Neil Wieloch, director insights and strategy for 1-800-Contacts. “I don’t even know if anyone knows what that means anymore.”  ...Read More

Navigating Customer Loyalty with Norwegian Cruise Line

  • December 17 2016
  • Resource: In-Depth Exclusives

One of the most recognized brands on the high seas, Norwegian Cruise Line was founded in 1966 and today is headquartered in Miami, Florida.  The company pioneered a more laid back style of cruising with the development of its Freestyle...Read More

Data Analytics and Employee Engagement Propel Loyalty

  • December 16 2016
  • Resource: In-Depth Exclusives

NextGen Healthcare, a leader in health care IT solutions, takes a holistic approach to loyalty as it must build and maintain relationships with both clients and end users, or, in other words, the client’s customers.  Loyalty360 spoke...Read More

Four Key Areas Help a Noted Nonprofit Better Engage with Donors and Customers (Part 2 of 2)

  • December 15 2016
  • Resource: In-Depth Exclusives

Goodwill of Denver faced many challenges in segmenting customers and donors since those two groups have very different motivations and profiles. Those challenges were outlined in Part One of this article. Partnering with Clutch, a leader in...Read More

Goodwill of Denver and Clutch Partner to Leverage Loyalty and Solve Unique Challenges in the Nonprofit Sector (Part 1)

  • December 14 2016
  • Resource: In-Depth Exclusives

It wasn’t planned that way, but Goodwill of Denver, along with its loyalty marketing partner clutch, hosted a session at the Engagement & Expo, presented by Loyalty360, on Colorado Gives Day in the Mile High City. The day is set aside...Read More

Hooters of Russia Looks to Mobile App to Drive Loyalty and Engagement

  • December 12 2016
  • Resource: In-Depth Exclusives

Hooters of Russia opened in April of 2014 as a partnership between Atlanta-based Hooters of America LLC and Russian pro basketballer Andrei Kirilenko who played in the NBA for the Utah Jazz, Minnesota Timberwolves, and Brooklyn Nets. The Moscow...Read More

Customer Loyalty is Growing for FarmedHere

  • December 11 2016
  • Resource: In-Depth Exclusives

Vertical farming is a new technology that grows food efficiently indoors all year long even in areas that see harsh winters. It’s also better for the environment in many ways. Chicago-based FarmedHere operates the largest vertical farming...Read More

How a Mobile App Sets KFC Russia Apart from its Competition and Builds Loyalty

  • December 10 2016
  • Resource: In-Depth Exclusives

American quick-service chains like McDonald’s, Burger King, and KFC have become quite popular in Russia since entering that market in the mid-90s. The latter, run as part of a franchise partnership between Louisville-based Yum! Brands and...Read More

Employee Engagement and The End User Experience Lead Sodexo Loyalty Efforts

  • December 09 2016
  • Resource: In-Depth Exclusives

Loyalty marketing is tricky for a company like Sodexo, one of the world’s largest corporations. However, it isn’t size that’s the issue, it’s the fact that Sodexo, as a food service and facilities management company, is...Read More

Engagement & Experience Expo Attendees Gauge The Event

  • December 09 2016
  • Resource: DailyNews

The sixth annual Engagement & Experience Expo in Denver, presented by Loyalty360, wrapped up on Wednesday, and organizers are regarding it as the most successful one yet.   Attendees too had many positive things to say. “Having a...Read More

Great Customer Experience Isn’t Just for Members of a Loyalty Program

  • December 07 2016
  • Resource: DailyNews

“I get to be at the greatest crossroad of customer feedback,” said Danny Cox, director of customer support and insights for JetBlue. Cox was speaking as part of a roundtable, “Passport to CX: Engaging Customers in Travel &...Read More

Employee Engagement Drives Hwy 55 Loyalty Card Program

  • December 07 2016
  • Resource: In-Depth Exclusives

Hwy 55 Burgers, Shakes & Fries started in 1991 as Andy’s Cheesesteaks and Cheeseburgers in Goldsboro, North Carolina’s Berkley Mall. From these humble beginnings, it has grown into a chain of over of 170 mostly franchised locations...Read More

Attendees Learn a lot During First Day of Engagement & Experience Expo 2016 in Denver

  • December 06 2016
  • Resource: DailyNews

Engagement & Experience Expo 2016, presented by Loyalty360, kicked-off Monday in Denver at the Marriott City Center Hotel. “It’s been a very interesting time,” said Loyalty360 CEO/CMO Mark Johnson in is opening remarks...Read More

Customer Experience Part of the Journey for Ctrip

  • December 03 2016
  • Resource: In-Depth Exclusives

Ctrip is a provider of travel services based in Shanghai.  Their services include reservation arrangements, transportation facilitation, packaged tours and corporate travel service capabilities. Founded in 1999, the company was acquired...Read More

There’s More to Loyalty Than Frequent Stays at Choice Hotels International

  • December 02 2016
  • Resource: In-Depth Exclusives

“I would say over the last couple of years we've been on quite an evolution,” says Jamie Russo, head of loyalty and customer engagement, Choice Hotels International. “We're getting to a place where we feel happy. It doesn...Read More

Higher Education and Higher Levels of Customer Loyalty Spell Success for Penn State

  • December 01 2016
  • Resource: In-Depth Exclusives

Universities have been around for over a thousand years. In the twenty-first century, they face never-imagined challenges in terms of keeping students engaged while educating in the most efficient ways possible.   Loyalty360 spoke to Rose...Read More

Safelite AutoGlass is Driving Brand Loyalty with Technological Advancements and Omnichannel Engagement

  • November 30 2016
  • Resource: In-Depth Exclusives

Safelite AutoGlass isn’t resting on its laurels of being the largest vehicle glass repair and replacement company in the country. The $1.5 billion company based in Columbus, Ohio is committed to staying ahead of customer needs, and in today...Read More

Learning About Brand Loyalty from Barnes & Noble College

  • November 29 2016
  • Resource: In-Depth Exclusives

Many students heading off to college this fall may find themselves shopping for their course materials in a Barnes & Noble College bookstore. The company is the official campus bookstore at 770 campuses across the country, with more to come...Read More

GraceKennedy Has a Coalition of Brand Loyalty

  • November 27 2016
  • Resource: In-Depth Exclusives

GraceKennedy, the Jamaican-based conglomerate, faced a conundrum when it first looked into loyalty marketing. Should each vertical have its own program, or should it be a coalition of the company’s brands? It went with the latter.  ...Read More

With AT&T, Customer Loyalty is Personal

  • November 26 2016
  • Resource: In-Depth Exclusives

AT&T has been around since the dawn of telecommunication. Founded as a subsidiary of Alexander Graham Bell’s own Bell Telephone Company in 1885, American Telephone & Telegraph, now better known by its initials, stands today as one of...Read More

Staying at the Forefront of Brand Loyalty with Hilton Worldwide

  • November 25 2016
  • Resource: In-Depth Exclusives

Hilton Worldwide and its Hilton HHonors loyalty program were facing a big opportunity. Its most active members, those that were accruing Points the fastest, were getting emails with account information that was often a week or more behind. Knowing...Read More

Startup ASAP Delivers Just About Everything Including Customer Experience

  • November 24 2016
  • Resource: In-Depth Exclusives

Based in Sydney, Australia, ASAP is an app that gets you anything you want delivered from literally any store within minutes via a proprietary network of personal shoppers explains the company’s 22-year-old CEO and Co-Founder,...Read More

Cargill Quietly Takes Loyalty Across Verticals

  • November 23 2016
  • Resource: In-Depth Exclusives

Cargill is the largest privately held corporation in the U.S., yet few people recognize it beyond, perhaps, the name.  “Compared with consumer goods companies, we have relatively low brand recognition,” concurs Lori Laflin, global...Read More

Brand Loyalty is a Hit for the Miami Marlins

  • November 20 2016
  • Resource: In-Depth Exclusives

The Miami Marlins are one of Major League Baseball’s youngest teams and also one of the most forward-thinking. It’s Fish Family Loyalty Program, along with the Cleveland Indians’ Tribe Rewards, was one of the first initiatives of...Read More

How Social Engagement Keeps Holiday World and Splashin’ Safari a Top Family Destination

  • November 19 2016
  • Resource: In-Depth Exclusives

Holiday World and Splashin’ Safari, located in Santa Claus, Indiana, may, at first glance, seem like quaint, family-friendly amusement park. Operated since its 1946 founding by the Koch family, the park stays at the forefront of Internet...Read More

Socially Responsible Investing Produces More Than Dividends for Azzad Clients

  • November 18 2016
  • Resource: In-Depth Exclusives

Azzad Asset Management is socially responsible financial services firm based in Falls Church, Va. They offer competitive financial returns for clients and investors and seek to do so in a way that’s consistent with their values. Founded in...Read More

Breaking Out of Silos Improves Vision for 1-800-Contacts

  • November 16 2016
  • Resource: In-Depth Exclusives

Founded in 1995, 1-800-Contacts sells, as the name implies, supplies consumers with contact lenses via phone, of course, as well as the Internet. Two decades on, the company is still very committed to delivering the sort of customer experience...Read More

FarmedHere Takes an Organic Approach to Brand Loyalty

  • November 15 2016
  • Resource: In-Depth Exclusives

“We took an old abandoned box factory and made it into an organic food producing machine which is pretty amazing,” says Megan Klein, president of FarmedHere, “so we are creating life where there was nothing before and giving...Read More

Hooters of Russia is On Target with Customer Loyalty

  • November 10 2016
  • Resource: In-Depth Exclusives

Hooters of Russia joined the chain’s international side of the operation in 2014. It’s a partnership between former NBA star Andrei Kirilenko (Jazz, Timberwolves, Nets) and the Atlanta-based restaurant operator. There are plans to add...Read More

Talking ‘Bout The Generations: Loyalty Marketing in Financial Services

  • November 09 2016
  • Resource: In-Depth Exclusives

Loyalty programs are ubiquitous, but in some verticals, they don’t exist, either because they don’t make sense, or because consumer laws or regulations forbid them. However, loyalty is still important to these companies and much effort...Read More

The Right App and the Right Approach Serves up Loyal Customers for KFC Russia

  • November 08 2016
  • Resource: In-Depth Exclusives

There’s more to driving loyalty through mobile than launching an application. It must be the right application and it needs the support of the entire organization from the top, all the way down to the frontline associates.   KFC of...Read More

Customer Experience Across Brands a Key Component to GraceKennedy Loyalty Efforts

  • November 07 2016
  • Resource: In-Depth Exclusives

GraceKennedy is a Jamaican company that does business primarily in that island nation as well as the rest of the Caribbean region, with quite an impressive reach outside of its homeland too.  Operations extend to the U.K., the U.S. and Canada...Read More

Coalition Loyalty Program Plenti Drives Consumers to Exxon and Mobil Branded Service Stations

  • November 03 2016
  • Resource: In-Depth Exclusives

“Service stations have a long history of loyalty programs. Having experimented with a number of options, we are delighted to be part of the Plenti loyalty coalition program.  We have a national brand and Plenti allows our customers to...Read More

Engaging Across Platforms a Lesson in Engagement for Sodexo

  • November 01 2016
  • Resource: In-Depth Exclusives

“One of the advantages of being a global company with services in eighty different countries is when we’re looking at college students and the new generations coming in, we’re also pulling satisfaction and information data from...Read More

Customer Engagement for Every Type of Passenger Propels the Cincinnati Northern Kentucky International Airport Upward

  • October 24 2016
  • Resource: In-Depth Exclusives

It used to be that air travel was largely the province of the affluent or business people. Today, thanks to low-cost carriers competing with established legacy airlines, traveling by plane is affordable for a much greater number of people.  ...Read More

Customer Relationship Management Shows Real-Time Benefits for Hilton HHonors Members

  • October 20 2016
  • Resource: In-Depth Exclusives

Some people in show business are known as a performer’s performer. As Paul Shaffer once explained to David Letterman on the latter’s old talk show, these are people that other performers go and see when they have a night off. Similarly...Read More

Successful Investing a Matter of Principle for Azzad Asset Management

  • October 13 2016
  • Resource: In-Depth Exclusives

“We have an across the board strategy. We are primarily faith-based and we do the standard socially responsible investing screens which means no alcohol, tobacco, gambling, pornography, firearms, defense, and so on,” says Josh...Read More

Customer Relationship Management Spans Cultures for Miami Marlins

  • October 12 2016
  • Resource: In-Depth Exclusives

“Our club is just about to be 25 years old,” says Cristina Blanco, coordinator of fan loyalty for baseball’s Miami Marlins. “Our first fan base to grow up with the team for its entire existence is just graduating college...Read More

Marketing Analytics and Data Steer Allstate Rewards

  • October 04 2016
  • Resource: In-Depth Exclusives

Keeping a loyalty program relevant to members has never been more challenging. Allstate, as part of its Allstate Rewards program, pays close attention to its members to help drive engagement. Unlike typical spend-and-get programs, Allstate Rewards...Read More

Customer Relationship Management Spans Multiple Platforms

  • October 03 2016
  • Resource: Loyalty Management

“The biggest challenge we face as a station and a brand,” says Dan Walsh, head of marketing for BBC Radio 1 and 1Xtra, “is the shift from us being a traditional old-school, linear radio broadcaster, to being a multi-platform...Read More

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