In this Issue

PAST ISSUES
  • Online Exclusives
  • April 02, 2018
New App Significantly Impacts Mobile Customer Engagement at Wine.com

It’s been an exciting year for Wine.com after it launched a new website and new app last year, with increased traffic to its mobile site, and consumers are feeling more comfortable ordering on their phones. Millennials comprise a key demographic for Wine.com as there continues to be rapid...

  • Featured Columnist
  • April 02, 2018
Powering Lifetime Connections, Stage II - Creating a Plan for Ongoing Dialogue
  • Tad Fordyce

In my recent article, I introduced the concept of powering lifetime connections and shared the first of three stages – getting to know the customer. Here, I’ll discuss the second stage: creating a plan for ongoing dialogue. Marketers are often laser-focused on acquiring and onboarding...

  • Online Exclusives
  • April 02, 2018
Best Western Showcases Brand Portfolio Evolution, Enhanced Customer Experience
  • Jim Tierney

After Best Western Hotels & Resorts launched a transformative brand refresh in 2015, the primary objective was to signal that Best Western is a contemporary and relevant brand, worthy of today’s travelers. Now, with the introduction of the “Today’s Best Western&rdquo...

  • Online Exclusives
  • April 02, 2018
Danaher’s Take On Product Packaging and Its Impact On CX
  • Jim Tierney

Danaher Corporation is a global science and technology innovator committed to helping its customers solve complex challenges and improving quality of life around the world. Its family of world class brands has leadership positions in some of the most demanding and attractive industries, including...

  • Technology, Trends & Rewards
  • April 02, 2018
Loyalty-Building Strategies for Luxury Retail Marketers
  • Lindsay Bloom

Are loyalty programs effective for luxury retailers? The typical tactics of discounts and coupons aren't quite on-brand. However, with a majority of sales often coming from a small segment of their customer base, luxury retailers are in need of ways to encourage customer frequency, recency...

  • State of the Industry
  • April 02, 2018
Give the People What They Want!
  • Ross Shanken

I recently watched an old video of the O’Jays singing and dancing to “Give the People What They Want” and couldn’t help but feel nostalgic. This video was from Soul Train, which I remember watching on my cable-free television as a young boy. It had only six channels, and...

  • Technology, Trends & Rewards
  • April 02, 2018
Managing the Customer Experience beyond The Call Center: Avoiding Social Media Customer Care Landmines
  • Scott Kendrick

Every week we see examples of triumphs and failures from brands trying to navigate social media-based customer service. An example of a brand offering quality service happened recently with a customer onboard a Southwest flight who could not watch the Xavier vs. Florida State game on the plane...

  • Best Business Practices
  • April 02, 2018
Six Steps to Improving Your Loyalty Program
  • Tiffany Schroeder

Loyalty programs are a great way to build lasting customer relationships and turn frequent or even first-time customers into long-term brand advocates. A customer who feels valued and connected to a brand is more likely to make repeat purchases.     Successful loyalty programs...

  • Technology, Trends & Rewards
  • April 02, 2018
Putting your Restaurant Loyalty Program to the Test
  • Kevin Murphy

As loyalty programs are becoming more complex within the restaurant industry, it’s important to take time to review your program to ensure it continues to meet the wants and needs of your diners. Schedule time to evaluate your program and test. Ask yourself: What can we do to reduce...

  • Online Exclusives
  • April 02, 2018
The Customer Experience at Esler Companies Is About Feeling Loved

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 million company with 1,000 associates. ...

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