Personalization, Not Points: Understanding the Language of Loyalty

  • January 30 2017
  • Resource: Research And Reports
  • The Metia Team

Improving customer loyalty and driving lifetime value are core priorities for most brands. Whether this is measured as affinity, fandom, or delighted customers, the goal is fundamentally the same: to drive mutually beneficial outcomes for a...Read More

Major Purchase Consumer Study

  • January 12 2017
  • Resource: Research And Reports
  • Ronda Slaven, Vice President, Research & Insights Leader

By studying the journey consumers make when deciding on major purchases of $500 or more, Synchrony Financial measures and reports on behavioral and attitudinal trends. For the fifth year in a row, Synchrony Financial has collected data from...Read More

A New Methodology for Predicting the ROI of a Loyalty Program

  • January 11 2017
  • Resource: Research And Reports
  • The Lenati Team

Introducing the Lenati Loyalty ROI SimulatorWhen making decisions around re-designing a loyalty program, Marketers always want to know the return on investment (ROI) of the new loyalty program. Predicting the ROI is extremely difficult, as each...Read More

Making Customer Lifetime Value Real

  • January 05 2017
  • Resource: Research And Reports
  • The Pitney Bowes Team

The age of the customer is forcing firms to reconsider what really fuels their business — their customers. Customers now are more mobile, consume more reviews, and buy more online than ever before. Companies must respond by becoming customer...Read More

Warm Embrace or About Face: How Social Should You Be?

  • December 13 2016
  • Resource: Research And Reports
  • The Confirmit Team

The role that social media plays in the world has evolved dramatically over recent years. It’s no longer purely a consumer playground, and almost every business has some level of social media presence. However, the extent to which...Read More

The Value of Consumer Financing

  • December 12 2016
  • Resource: Research And Reports
  • The Synchrony Financial Team

Financing is a tool that can help drive incremental foot traffic and sales for retailers by 19% to 27%. It is also a tool that can be used to help drive customer satisfaction and loyalty with the brand. Promotional financing can help...Read More

Best Practices for Implementing a Closed-Loop CX Program

  • November 29 2016
  • Resource: Research And Reports
  • The Verint Team

Implementing a closed-loop customer experience (CX) program in your organization can have a profound effect on Net Promoter Score® (NPS) and customer satisfaction (CSAT) scores. The key to this is creating alerts based on constructive and...Read More

Gamification...What's Next?

  • November 28 2016
  • Resource: Research And Reports
  • The Comarch Team

Marketers have been exploring the applications of gamification within loyalty programs, mobile apps, and in-store promotions, to name a few. The Internet of Things sheds new light on these strategies. This white paper examines the connection...Read More

New Behavioral Marketing POV Paper Series: Part I - 3 Challenges That Are Preventing You From Maximizing Customer Lifetime Value

  • November 21 2016
  • Resource: Research And Reports
  • The Pointillist Team

Welcome to the Age of The Customer, where the sure-shot marketing formulas that worked for so many years are now failing. Companies are faced with a 24/7 marketplace, an explosion of channels and devices, and a consumer group dominated by...Read More

Loyalty 3.0: The Future is Now

  • November 21 2016
  • Resource: Research And Reports
  • The rDialogue Team

Given that the first modern loyalty program, American Airlines’ AAdvantage, launched in 1981, it’s clearly time to rethink loyalty marketing and the role of loyalty programs. There is a need for a fundamental shift in what loyalty...Read More

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THE LOYALTY PULSE SURVEY

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Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?