Fast-changing media, ecommerce and constantly-connected consumers are among the reasons that building and keeping customer loyalty is one of the major challenges marketers are currently facing. New research confirmed that loyalty points can be leveraged as highly effective tools to engage consumers and drive loyalty. Not only can loyalty points delight consumers with rewards for their loyalty, they can also drive traffic and customer acquisition, respond to cart abandonment, and help with... Read More

It was the one question they forgot to ask. The bank designed a complete digital transformation that included sophisticated mobile and digital self-service platforms, which empowered employees to conduct business at their own pace and preferred location. They cut the strings that bound customers to physical branches and, in fact, shut many down. All of these efforts were backed by market research, trend assessments, and technology discoveries.   They just forgot to ask customers one... Read More

As much as I hate to admit it, my phone is an extension of myself.  It's on me at all times, and gets juggled around while I do my daily activities - commuting, relaxing, working out and of course shopping.  I'm not the only one either. According to research, Roughly 90% of consumers are using their mobile device while they’re out shopping.For shoppers on the go, having coupons, loyalty cards, and offers available on a mobile device is both convenient for the customer... Read More

When it comes to brands, consumers have far too many buying choices. They have come to expect having this array of choices and that means their loyalty to your particular brand depends in large part, ironically, to providing customers with many choices – that is, several ways to take advantage of your loyalty program.   Your loyalty program needs to cater to your consumers and what works best for them. Today's consumers are clearly committed to engaging with brands on their... Read More

“Focus on your best customers.” “Go after the big fish.” “Drive greater customer profitability.”You have probably said some version of these statements to your team or have been given such mandates by your boss. And at first glance, they are all straightforward. Digging a little deeper into words like “best”, “big”, and “profitability” can be interpreted in different ways.Customer lifetime value (CLV) is a single metric... Read More

Most companies recognize the importance of great customer service and the importance of rewarding employees for great performance. Put these two things together, and it makes sense for companies to tie the size of their employees’ paychecks to the ratings they receive on customer satisfaction surveys. A full 43 percent of companies base some portion of frontline pay on customer feedback ratings, according to a 2017 Accenture-Medallia survey.But, compensation systems tend to be blunt... Read More

What would you expect from a customer who has 2,000 followers on Instagram or more than 50,000 views on YouTube? Is she someone you would expect to be a loyal customer? If your answer is yes, think again. On a macro-level, social media has given rise to the customer as a brand, whereas we are seeing the customer as a consumer quickly disappearing. Customers with a social following are establishing their own brand, and I am not just referring to some of the mega-superstars on YouTube. I am... Read More

Growing and maintaining a successful loyalty program requires a strategic acquisition and retention framework that brings in quality members and keeps them actively engaged over time. Many loyalty marketers focus their valuable time and money on acquisition. Get new members. Drive signups. Push the program. And building a member base is undoubtedly important. But what happens when successful acquisition efforts are negated by member drop-off? Acquisition efforts can and often are cancelled... Read More

Exceptional employee performances deliver exceptional customer experiences – which in turn drive exceptional financial results. How confident are you that all your Promoters are actually engaged employees? We all know co-workers who are well paid,  love working for the company, and are happy, however they are in at 8:59AM and gone by 5:01PM every day. They do their jobs, but rarely want to put any in any extra effort. Of course they will recommend working at your company to their... Read More

We use our smartphones for all kinds of activities nowadays from shopping to banking, so it makes sense that there’s a growing consumer demand for mobile loyalty programs. When we surveyed 1,207 U.S. consumers for the CodeBroker Mobile Loyalty Study, 43% reported that carrying cards and retrieving them at point of sale was by far the biggest hassle of existing programs, and 71% said they would be more likely to use their loyalty cards if they could access them from their mobile phones. ... Read More