When I was a kid, the top items on my holiday wish list included a game called “Operation” and Supertramp’s latest album.Today, I’d be on my best behavior if it meant getting a smart phone that accurately predicted what today’s shopper will need tomorrow. As a...Read More

The initiative: P.F. Chang’s Preferred, by P.F. Chang’s China BistroIn a nutshell: In mid-November, P.F. Chang’s introduced its new program, P.F. Chang’s Preferred, to members of its Warrior Rewards program. Existing members received exclusive invitations to join...Read More

Once again loyalty marketers are finding new opportunities at their fingertips, this time courtesy of Apple.The computer maker’s Apple Pay service, which offers one-touch processing, also touches on a critical issue for merchants: the need for a long-term plan on where digital fits into an...Read More

I should have known long ago that Andy Frawley had a book in him. The president of Epsilon, the world’s leading marketing agencies, is insightful, has broad experience and brings some interesting ideas to the table.Frawley’s recently released book, “Igniting Customer...Read More

If ever there were a masked opportunity in loyalty marketing, I’d call it Halloween.Retailers have been quite clever in scaring up additional sales of candies, costumes and decorations, but few appear to be taking advantage of the role their loyalty programs can play in generating...Read More

For many marketers today, the key challenge in collecting customer information is figuring out how to best use it. In the near future, that challenge may change to putting a dollar sign on the data.Consumer data and similar intangible assets could be worth more than $8 trillion, according to a...Read More

The initiative: Yes2You Rewards, by Kohl’sIn a nutshell: Kohl’s on Oct. 6 changed its loyalty program from Kohl’s Rewards to Yes2You Rewards, a currency neutral, customer-loyalty program that rewards at a rate of 5% on spending in-store and online. The Wisconsin-based...Read More

LinkedIn may be increasing in its membership base, but the social network is pruning the ways it uses its member data. Based on my own five principles for data use, this is a good thing.The 313 million-member website on Oct. 23 will change its terms of service, including its privacy policy...Read More

Do bricks and mortar cost more than bytes and channels? For Macy’s Inc., the question may not matter as much as whether the two investments, combined, sell more sweaters, suits and shoes.Macy’s is willing to pay to find out. The nation’s largest department store chain has...Read More

If companies want to survive into the 2020s, they may need to answer this question today: What would your customers say if they could actually shape the conversation while also deciding what data they shared, and with whom?This is the implication from an excerpt in the upcoming (January 2015...Read More

Square, the maker of portable transaction devices, is planning to provide its small business customers a service that can translate to a triangle of loyalty.The tech company, which produces small credit card readers that attach to iPhones or tablets, will offer its business-to-business clients...Read More

The following blog item is an edited excerpt from my book, The Loyalty Leap.It is a business practice so long-standing it is practically a cliché. Companies fall all over themselves to woo new customers, but once they get them, they have no idea how to make them profitable.Sure, a customer...Read More

Ask anyone to name the first concert he or she attended, and you will be in store for a lush tale, one complete with a well-planned wardrobe, the stage engineering, the opening chords and the multiple encores.The concert may have taken place decades ago, but it remains a living experience...Read More

Walmart created some buzz recently when it announced plans to personalize its online shopping experience, but the news failed to address the white elephant that is Walmart’s cornerstone – those big white stores, all 1.1 billion square feet of them.The low-priced retailer, the largest...Read More

The initiative: The Ohio Lottery’s My Lotto RewardsIn a nutshell: The Ohio Lottery is celebrating its 40th anniversary with the launch of a loyalty program, joining several other states – not to mention casinos – in offering consumers a chance to win points along with...Read More

A number of weeks ago I had the opportunity to attend the World of Business Innovation summit in New York. The quality of speakers was outstanding, but there was one presenter who really stood out for me.Chip Conley, founder of Joie de Vivre hotels, shared a bit of his history and specifically...Read More

1. 5 Tips to Increase Customer Loyalty in the Age of Social Media – Funnel EnvySocial media may be one of the most effective mechanisms for increasing customer loyalty both early on in the relationship and throughout the customer lifecycle. This article takes a closer look at some...Read More

When a person’s actions decide the fate of future existence, we call it Karma. When the sum of a company’s data is used to improve the future existence of both its customers and itself, we can call it Kimpton.The boutique hotel chain, long known for delivering personalized experiences...Read More

How Valuable Are Your Customers? – Harvard Business ReviewNot all customers are created equal. Figuring out which to focus on and invest in is critical if you want to maximize your profit.One Does Not Simply Walk Into Customer Loyalty – Business 2 CommunityEven though U.S...Read More

Moments after Germany scored its fourth goal in six minutes, I reached for my smart phone. I wanted to share that jaw-dropping World Cup experience with someone, and simply having the option to do so seemed to make the event more relevant to me.Four years ago, during the 2010 World Cup, it is...Read More

The Harvard Business Review once put the value of lifetime customers into dollars: A loyal pizza eater’s lifetime revenue can be $8,000, while a Cadillac owner’s is closer to $332,000.But what about lifetime employee value? To me the answer is simple: priceless.Keeping good employees...Read More

1. How Brands Can Build Love and Loyalty – Marketing Week UKService, ease of doing business and the number of touchpoints involved can all combine to encourage people to stick with, or switch from, a brand creating several challenges for senior marketers.2. Big Data: A New Type Of...Read More

You Can’t Buy Customer Loyalty, You Need to Build It – Business 2 Community           Many companies think of loyalty as repeat sales, often achieved through discounts. But when discounts dry up, so does the loyalty, even if the customer base doesn...Read More

In beauty parlance, the digital app can be equated with the makeup brush – a discretionary tool, often soft on the edges, designed to deliver a desired effect.Add an element of product interaction and data analysis to the tool, and that app can result in a total loyalty makeover. That...Read More

1. The Rising Cost of Not Opting Into Loyalty Shopping Programs – TIMEIn the future, every retail experience could be defined by whether you’re in or out of network.2. Accounting for Loyalty – Or Not – COLLOQUYSome major companies still do not account for the...Read More

1. Customer Experience: Business Strategy or Technology? – Business 2 CommunityWhen executives embark on improving the customer experience it’s important to establish which aspect they are looking to improve, and where they expect to receive a return on their investment.2...Read More

The initiative: Golfantage – mobile-based golf course rewardsIn a nutshell: Golfantage is taking a swing at B2B loyalty by capitalizing on a channel that is heavily relied upon by a distinct consumer segment – golfers. The platform is mobile-based and course...Read More

The recent announcement by Whole Foods to revise its earnings outlook has investors worried about the price of its stock. I think they should be paying more attention to the prices on its shelves.A blog item in the Harvard Business Review examines two events that caused Whole Foods to...Read More

1.  Dispelling the Myth about Customer Touchpoints –iMedia Connection Creating an inventory of all of the touchpoints within the customer journey helps define a lot of moments, both good and not-so-good. When done thoroughly, a touchpoint inventory can be a great launch pad into...Read More

Owning new things is supposed to give us pleasure, but the process of acquiring them can come with pressure.Eyeglasses, automobiles and certain items of clothing are on the short list of goods that can cause anguish in the aisle (or sales floor). So it’s not surprising that I’ve...Read More

We often think communications that yield awareness and belief are successful, but author Andrea Coville believes differently. She contends that relevance occurs when those communications not only resonate, but also create a change in behavior. In her new book, “Relevance” Coville...Read More

1. Needling Challenge: Drawing Loyalty From Blood Donors – COLLOQUYEveryone bleeds yet less than 10% of the U.S. population donates blood each year. Here’s how blood donor organizations use rewards and data analysis to bring back those who give.2. Maximizing The Value of a Retail...Read More

1. Localytics’ New Report Measures App Stickiness –Inside Mobile AppsMarketing and analytics company Localytics has released its first App Stickiness Index, measuring app engagement and loyalty values across multiple app genres.2. How a Tactile Complement Can Strengthen...Read More

1. 5 Points to Make Your Loyalty Rewards Pay – Troy MediaFor millions of Canadians, rewards points are a good as money in the bank. The fact that so many retailers have reward programs speaks to their success as a marketing tool, but consumers may need a strategy to make them pay.2...Read More

The initiative: Lancôme Elite RewardsIn a nutshell: Lancôme, the luxury maker of cosmetics, skincare and fragrances including Poême, is versing itself in social media loyalty. The French beauty brand on April 21 launched a social media-heavy program, Elite Rewards, which...Read More

If the history of loyalty marketing should teach us one thing, it is that ubiquity does not breed affinity.This lesson was amplified in a recent story in Entrepreneur, which points out that despite the prevalence of loyalty program membership (2.65 billion in the U.S. alone, according to...Read More

1. How to Use Big Data, Gamification for Better Rewards Programs – BizReportWhether the business is a restaurant with a punch card or customers earn redeemable points based on purchase, there are ways to improve the reward experience to build a more loyal customer base.2. When it...Read More

1.  Build Customer Loyalty With Rewards and Other Tactics That Motivate – Marketing ProfsAs the economy bounces back from the recession, private labels are holding on to their share of the market. Brands need to creatively find ways to drive loyalty in an already-crowded...Read More

When it comes to competing against low-priced giants, specialty shops should ignore the specials and focus on the personals.This is among the key findings of a recent report by LoyaltyOne, “Four Ways to Win for Independent Retailers.” The study reports that 89 percent of those...Read More

Influence can be a magnificent vehicle in the C-suite, but if you are a chief marketing officer, you better make sure that vehicle is well powered or you risk hindsight that is more 80-20 than 20-20.This is the basis of two recent research reports, one by IBM and the other by ...Read More

1. Saying the “L Word” and Meaning It: How Marketers Can Improve their Loyalty Programs and Keep the Love Alive – Business 2 CommunityIn today’s fast paced world filled with short attention spans and catchy advertising tactics, customer loyalty can be forgotten (or...Read More

1.  Why Bother Shopping to get Supermarket Gas Rewards if You’re Going There on Foot?- Greater Greater WashingtonCalling for grocery stores especially in urban areas to expand their rewards beyond just gasoline.2.  Ripped From the Headlines:  At JetBlue...Read More

I remember the day I received my first American Express card as the day I had arrived. The card and its gladiator icon represented status, accomplishment and all of the milestones to which I aspired.Now American Express wants to offer that aspirational experience to a broader group of customers...Read More

I once wrote that one of a business leader’s most valuable assets is also the least likely to be quantified. How does a chief accountant measure what inspires a customer?The answer, I now am finding, is that the chief accountant does not. Rather, a new role is being created for that job...Read More

Here are a few loyalty links that caught my eye this week.1. Grocery, Quick Service Chains Provide the Best Customer Experience - SmartBrief FoodLearn why supermarkets and quick service chains deliver when it comes to customer experience.2. Which Membership Pays Off Faster: AAA or Amazon...Read More

Here are a few loyalty links that caught my eye this week.1. How b.good Blends Loyalty With Love – Huffington PostA Boston-based restaurant chain lets customers give rewards to family, friends and deserving community members or groups.2. Six Myths About Customer Loyalty Programs &ndash...Read More

Say the word “dentist” and people are more apt to get sweaty palms than to applaud. But with some loyalty initiatives, they may be able to fill in those worrisome gaps.Recently I read how the company eTrove is launching a loyalty program for dental offices that rewards patients for...Read More

Here are a few loyalty links that caught my eye this week.1. What to Do About a Disloyal Loyalty Program – The Huffington PostOne traveler’s unfortunate experience with an airline’s loyalty program is a lesson for companies.2. Point Pooling: Lessons in Sharing from JetBlue,...Read More

Recent research shows that only 54 percent of frequent flyers are satisfied with their carrier’s loyalty program, and I have a firsthand hunch why – the frequentbuyers.I’ve seen them myself. For years I believed that my loyalty earned me a cushy seat in my carrier’s...Read More

The initiative: Vail Resorts’ RFID PassesIn a nutshell: In 2007, Vail Resorts began embedding RFID chips into its passes so it could more quickly and easily check tickets at airlifts. The single- and multi-day ski passes, which are issued at Vail’s five resorts, are...Read More

Here are a few loyalty links that caught my eye this week.1. Making Loyalty Pay: Six Lessons from the Innovators – ForbesThe commonalities between today’s successful loyalty programs.2. Target Loses on Loyalty; Walmart Gains – MediaPostA new study has ranked brands...Read More

Starbucks was 40 years old and one of the most recognized brands in the world when it decided to revamp its logo in 2011. Yet the successful coffee chain knew that a number of factors, from a poor economy to more-focused competition, required it.A less confident brand might not have pursued the...Read More

Here are a few loyalty links that caught my eye this week.1. From CPG Wish to In-Store Sales Delivery: Connecting with Consumers and Shoppers to Create Loyalty – Business 2 CommunityHow loyalty programs can help CPGs compete with private label store brands.2. For Loblaw, LoyaltyOne...Read More

Here are a few loyalty links that caught my eye this week.1. Caribou Coffee Debuts New Loyalty Program –Nation’s Restaurant NewsThe Minneapolis-based coffee chain has launched a rewards program that aims to surprise and delight.2. Maintaining Interest: How a Surge in Bank Mergers May...Read More

Here are a few loyalty links that caught my eye this week.1. American Airlines, US Airways Begin Integrating Benefit Programs – The Wall Street JournalThe merger, which created the world’s largest airline by traffic, will bring new benefits for customers including the ability to...Read More

Many people begin their new year resolving to be better to others. If you are a loyalty marketer, a good way to be better to others is with pragmatism, partnerships and relevancy.These are some of the qualities, along with sharing and moderation, that make up effective and beneficial loyalty...Read More

The week before Christmas has long been a sweet spot for bargain seekers, but these days they are taking the deal making into their own hands, and merchants are playing along.What I’d be interested in knowing, though, is the role their loyalty data plays.A story in The New York Times...Read More

Two of the most common New Year’s resolutions are to exercise more often and to be a better person to others. Well, if a recent forecast of 2014 trends is any indication, loyalty marketers should not have any problem.Marketers will be tasked with being everywhere the consumer is at once...Read More

My dollar may be worth just 70 cents in Europe, but my loyalty rewards, and lessons, run in the multiples.I’ve had the opportunity recently to travel Europe as a guest of the company BrandLoyalty, a Netherlands-based firm in which my company, LoyaltyOne, is acquiring a major stake...Read More

Here are a few loyalty links that caught my eye this week.1. This Brand Decided to Charge More on Black Friday, and People Loved It – AdweekCards Against Humanity ups prices but is able to win more customer loyalty.2. A Challenge of Degrees: Attracting Loyalty Marketing’s Future ...Read More

Here are a few loyalty links that caught my eye this week.1. Celebrity Cruises Overhauls Loyalty Program – USA TodayThe cruise line has upgraded its program to cater to those who spend the most.2. The Data Behind the Turkey: How Black Thursday is Gobbling Sales – COLLOQUYWhy...Read More

Here are a few loyalty links that caught my eye this week.1. Lancome’s Loyalty Program Provides a Foundation of Data – Direct Marketing NewsA Q&A with the cosmetics retailer about how it uses data collected from its online rewards program.2. Loyalty’s Seamless Role in...Read More

When it comes to reaching customers, the window of opportunity is often realized by traveling through several doors. When that customer is a B2B client, those doors can lead to the executive suite, the manufacturing floor or even the farm field.Consider a day in the life of a business customer...Read More

Here are a few loyalty links that caught my eye this week.1. How to Make Customer Loyalty Pay Off – American BankerStory shares tips for banks looking to improve their customer loyalty and overall growth.2. MyWaitrose Loyalty Card Now ‘Used for Half of All Sales’ &ndash...Read More

You might not think umlauts, Big Macs and best sellers have a lot in common, but when it comes to brand perception they do. The commonality is simplicity, and many loyalty marketers would do well by learning about their benefits.Ikea, McDonald’s and Amazon are among the top 10 brands in the...Read More

Here are a few loyalty links that caught my eye this week.1. Seniors on the Go: United Devalues Miles – Chicago TribuneUnited Airlines has changed its redemption rates, upping the number of points needed to redeem certain benefits.2. Loyalty Leaders Tell All – ...Read More

If today’s advertisers have become experts at predicting what we want, then hopefully they are planning for their successors.The future of advertising could be three-dimensional, holographic and include barking cats performing magic tricks. But to many that will not matter, because in a...Read More

Here are a few loyalty links that caught my eye this week.1. ‘Til Death Do Us Part: Reward Points Don’t Live On – CNBCWhat do companies do with customers’ loyalty points when they die? A recent COLLOQUY report reveals transfer policies of industry leaders.2. DIY Chain...Read More

Decades ago, a major cigarette brand won a lot of attention with the tagline “I’d rather fight than switch.” Today, U.S. consumers are switching brands to the tune of $1.3 trillion, and marketers appear to be swinging back with empty gloves.According to the recently released...Read More

Here are a few loyalty links that caught my eye this week.1. Orbitz Hopes Rewards Program is Ticket to Resurgence – Chicago TribuneThe travel booking site has launched a loyalty program that lets customers earn and redeem instantly.2. Inherit the Windfall: Passing On Loyalty...Read More

Call it a tool of engagement. The MyLowe’s smartphone app is making relationship-building a DIY project.And like many things DIY, this can be very advantageous. The app, by the home improvement chain Lowe’s, enables customers to look up their own purchase history and DIY projects...Read More

Here are a few loyalty links that caught my eye this week.1. When Mouse Type Causes and Uproar: Four Steps to Preventing Disloyalty – COLLOQUYWhy it’s important for loyalty marketers to get the fine print right with their loyalty programs.2. JetBlue to Let Families Pool Loyalty...Read More

It’s hard to put a price on customer loyalty, but thanks to technology and flexible pricing models, some marketers are trying. The trick is determining what’s a fair price.Advancing technologies are enabling marketers to price products and services based on intricate detail, such as...Read More

See retail in any country across the world, and you realise that consumer challenges are local, even when they are global One recent story I read detailed the issues Indonesian merchants face in trying to maintain loyalty at a time when consumers collect loyalty cards as if they are coupons. The...Read More

Here are a few loyalty links that caught my eye this week. 1. 2013′s 4 Biggest Loyalty Trends – PYMNTS.com The PYMNTS.com staff has put together its list of the top loyalty industry trends for 2013. 2. Pound Signs Over Hashtags – COLLOQUY New research...Read More

When I was a college student I ran a small business painting houses. It only lasted a couple of summers so it never required a line of credit or even a credit card. But if it did, I’d likely go with American Express OPEN, the division of American Express dedicated to small business owners. ...Read More

Here are a few loyalty links that caught my eye this week. 1. Fascination, Football and Theater Take Front Row at Loyalty Summit – COLLOQUY Coverage from last week’s COLLOQUY Loyalty Summit and Awards featuring Sally Hogshead, Coca-Cola, FedEx and MasterCard 2. McDonald...Read More

If “transparency as a service” is the new buzz term in marketing, we should remember there is such a thing as bad service. We all know the clichés: Cat food coupons when we only own dogs. Diaper offers when our children are in college. Plus-sized clothing promotions to...Read More

Here are a few loyalty links that caught my eye this week. 1. 2013 COLLOQUY Awards Recognize Eight Companies Worldwide – COLLOQUY An overview of the winners featuring some of the most clever and effective loyalty strategies in practice. 2. Qantas Loyalty Eyes B2B Market to Build...Read More

As the plane leveled above the clouds and turned towards Dallas, I took note of how far I could see. This is an old habit. Marketers like to have a clean line of sight – to their consumers, their prospects, their goals. En route to attend the 2013 COLLOQUY Summit, such thoughts were natural...Read More

Here are a few loyalty links that caught my eye this week. 1. Loyalty to Your Bank Could Cost You Money – TIME Survey results indicate that customers may be loyal to a fault when it comes to where they bank. 2. Is Socialization the Secret to Customer Loyalty? – Fox...Read More

By Bryan Pearson If you’ve traveled the streets of London lately, there is a chance that a trash bin tried to pick up your smartphone. I mean that in the abstract sense. A company called Renew recently programmed “smart” trash bins to record the unique addresses of smartphones...Read More

Here are a few loyalty links that caught my eye this week. 1. With Acquisition, Fandango Plans to Raise Curtain on Loyalty Program – COLLOQUY The online movie ticketer is creating a loyalty program to reward movie-goers. 2. Loyalty Program Changes Irk Frequent Business...Read More

Here are a few loyalty links that caught my eye this week. 1. Loyalty Programs Make the Small Screen – COLLOQUY How some home entertainment companies are turning to loyalty initiatives and customer data to gain the competitive edge. 2. PerkStreet Rewards Vanish Without a Trace...Read More

The old phrase goes, “there is no such thing as bad publicity.” Now research shows there may be no such thing as bad word of mouth. A July report by our company, LoyaltyOne, and researchers at Northwestern University shows that negative word of mouth may actually indicate brand...Read More

Here are a few loyalty links that caught my eye this week. 1. Nando’s Overhauls Loyalty Scheme to Take Marketing to the ‘Next Level’ – Marketing Week The Portuguese restaurant chain has upgraded from its paper-based program to a new card and revamped mobile app...Read More

Aloft Hotels is well known for its communal atmosphere, its hip bars and its grab-and-go snacks. Now it will also be known for its loyalty card, which is offering grab-and-go registration. The boutique hotel chain, part of Starwood Hotels & Resorts, has launched a service called Smart Check...Read More

Here are a few loyalty links that caught my eye this week. 1. For Frequent Fliers, Airline Loyalty is Fleeting – USA Today Story shares results from a new survey that investigates customer satisfaction and loyalty with airlines. 2. Triggering Customer Fascination – ...Read More

Call it the case of the mysterious movie preferences. For the past several months, looking at my Netflix viewing options was like being confronted by a rogue Amazon recommendation engine. Instead of offering me the kinds of programming I prefer, such as “House of Cards” and &ldquo...Read More

Here are a few loyalty links that caught my eye this week. 1. A Plot Twist With Dividends – COLLOQUY How some of the world’s leading financial institutions are using their data and other resources to hold on to their best customers. 2. Roundy’s Introduces New Customer...Read More

Here is one place mom and pops may have an advantage over major corporations – mobile tracking. That is at least the case according to recent research that gauges how consumers use multiple media channels to connect with business. The research report, by advertising and media agency...Read More

Here are a few loyalty links that caught my eye this week. 1. Dunkin’s Decision to Sweeten Loyalty Program Can Keep Company Competitive — COLLOQUY The donut and coffee chain has plans to roll out its enhanced program later this year. This story explains the competitive...Read More

If there were ever a reason to reconsider the effectiveness of your loyalty program, this is it: As an industry, our retention rate among customers is less than 50 percent. That’s how it shakes out in the United States, anyway. Of the 21.9 loyalty programs in which each American...Read More

Here are a few loyalty links that caught my eye this week. 1. Kellogg Cracks the Code on Loyalty — AdAge How Kellogg’s Family Rewards is tracking 2.5 billion packages and what it means for customers. 2. Rite Aid Offers Extra Goodies to Customers 65 and Up — The...Read More

B2B marketers face unique challenges establishing connections with customers, who are often part of a team that collectively makes purchase decision. In a recent conversation with Direct Marketing NewsBryan Pearson, author of The Loyalty Leap for B2B: Turning Customer Information Into...Read More

Only a person who loves books could appreciate a reward for reading that comes in the form of – you guessed it – more reading. But Penguin Group, the publishing company, knows its customer. So it recently launched a loyalty initiative, called First to Read, designed to reward...Read More

Here are a few loyalty links that caught my eye this week. 1. How Twitter Can Help Travel Companies Build Customer Loyalty — Business 2 Community The social media network is estimated to have 250 million active users; the author shares how travel companies are winning loyalty using...Read More

The acronym “VRM” may make you think of a fast-moving, industry-accelerating concept, but when I read the meaning behind the term, the first word I thought of was “stall.” Not that VRM, which stands for Vendor Relation Management, is a bad idea – it makes a lot of...Read More

The Loyalty Leap for B2B, by LoyaltyOne President Bryan Pearson Now Available for Download Bryan Pearson, bestselling author and an expert on how to use customer data to create emotional brand loyalty, has now tackled an even more challenging task: building customer-engagement initiatives...Read More

Here are a few loyalty links that caught my eye this week.1. Read Books, Earn Points: A Publisher Unveils a Rewards Program — TIME The Penguin Group (my book publisher) has adopted a rewards program to thank loyal customers. 2. Partnership Poker: Betting on loyalty program alliances...Read More

One of the occupational hazards of operating a loyalty program based on providing preferential pricing is that at some point you end up giving the preferred pricing to everyone. That is the problem that Albertsons recently wrestled with, and seemingly pinned down, when it announced it was...Read More

You don’t have to be an Einstein to understand what is important to your target customer, but understanding the relativity between the customer’s experience and long-term loyalty does take some sharp thinking. And it can make a double-digit difference in sales. These are the findings...Read More

When the loyalty expert sits down with the social media guru, everything we thought we knew about digital engagement is rebooted. Bryan Pearson, CEO of global loyalty marketing firm LoyaltyOne, interviews online authority Mitch Joel for a Q&A on how to build emotional loyalty in the...Read More

Here are a few loyalty links that caught my eye this week. 1. From Kroger to PSK Supermarkets, Retailers Big and Small Are Acing Loyalty Game — Supermarket News The editorial features data from the 2013 COLLOQUY Loyalty Census and shares lessons for loyalty industry leaders. 2...Read More

The program: Walgreens Steps with Balance RewardsIn a nutshell: Walgreens in the spring launched Steps with Balance, an enhancement to its Balance Rewards Program, as a healthy-living incentive. The initiative grants points to members for walking, running, and weight management &ndash...Read More

I never thought my personal information could lead to the courtroom, but for some curious consumers, it may. This is what is indicated, anyway, in events described in recent news reports. Consumers who have requested their personal data from telecom service providers or other utilities were...Read More

Here are a few loyalty links that caught my eye this week. 1. Today’s customer loyalty game — CMO A look into the Australian loyalty market. 2. New Reward Program Habits May Cost Consumers Money — CNBC Numbers from the 2013 COLLOQUY Loyalty Census are revealed. 3....Read More

Here are a few loyalty links that caught my eye this week. 1. Today’s customer loyalty game — CMO A look into the Australian loyalty market. 2. New Reward Program Habits May Cost Consumers Money — CNBC Numbers from the 2013 COLLOQUY Loyalty Census are revealed. 3....Read More

I once wrote that growing market share while reducing business locations is akin to changing wings on an airplane in midflight. Few industries may be as familiar with this challenge as the ever-consolidating airline industry, which is seeing fewer carriers, fewer hubs and fewer direct flights...Read More

Despite running a company that’s all about loyalty points, Bryan Pearson’s employee rewards program is surprisingly traditional. The chief executive officer of LoyaltyOne, the company that runs the Air Miles customer loyalty program, gives staff annual bonuses, praises employees...Read More

1. Customer Loyalty Lessons From The NHL — Business 2 Community What companies can learn from hockey team loyalty. 2. It’s not you. It’s your customer service. — The Globe And Mail The author shares some classic and inexpensive ways to keep customers coming...Read More

Here are a few loyalty links that caught my eye this week. 1. Customer Loyalty Lessons From The NHL — Business 2 Community What companies can learn from hockey team loyalty. 2. It’s not you. It’s your customer service. — The Globe And Mail The author shares...Read More

Here are a few loyalty links that caught my eye this week. 1. Customer Loyalty Lessons From The NHL — Business 2 Community What companies can learn from hockey team loyalty. 2. It’s not you. It’s your customer service. — The Globe And Mail The author shares...Read More

I always knew that customer loyalty was the result of a combination of good practices, but never have I heard the “zone of consistency” as one of them – until now. This was the phrase used by Maxie Schmidt-Subramanian, a researcher at Forrester, to describe the practice of...Read More

Buying is ultimately about trust. And the unconscious calculation (if you can even call it that) in the mind of the buyer about whether or not they trust you is best described using the following formula:  TRUST = [(Credibility) + (Authenticity)] / (Perceived Self-Interest) It takes into...Read More

Here are a few loyalty links that caught my eye this week. 1. Uniting a customer loyalty program using data — CMO United Airlines’ CRM leader shares the process of integrating 90 million frequent flyers into a single program. 2. App offers online loyalty program for local...Read More

Here are a few loyalty links that caught my eye this week. 1. Uniting a customer loyalty program using data — CMO United Airlines’ CRM leader shares the process of integrating 90 million frequent flyers into a single program. 2. App offers online loyalty program for local...Read More

One of the basic rules of loyalty marketing that I have learned over 20 years is that you can’t expect to look beautiful on the outside if you don’t feel great on the inside. And look inside any organization and what do you see? Its people. Employees are the heart of every...Read More

Here are a few loyalty links that caught my eye this week.1. Amazon Earns Customer Loyalty With Integrity, Not Rewards — Forbes A good will gesture wins one customer’s loyalty and praise.2. Loyalty Programs Need to Put Customers’ Needs First — AdAge The...Read More

Here are a few loyalty links that caught my eye this week.1. Amazon Earns Customer Loyalty With Integrity, Not Rewards — Forbes A good will gesture wins one customer’s loyalty and praise.2. Loyalty Programs Need to Put Customers’ Needs First — AdAge The...Read More

Every morning, billions of people awake from their sleep, put their feet on the floor and ponder a similar thought: What can I do to make today different? This simple question may have motivated the creation of the airbag, the flushable toilet and cheese-stuffed pretzel bites. It also is what...Read More

Here are a few loyalty links that caught my eye this week.1. How Enterprise Leaders Like Bill Marriott Create Customer Loyalty — Forbes Loyalty building strategies from Marriott International, UPS and Coldwell Banker.2. 10 Critical Actions for Enhancing Customer Loyalty: The Case of...Read More

  TORONTO • Retailer loyalty programs are aiming to reach people where they do a vast amount of price-comparing these days — on their smartphones. Loblaw Cos. Ltd., country’s biggest grocer, debuted Monday its new PC Plus loyalty card in Ontario and plans to roll it out...Read More

Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is the case whether we are purchasing televisions or golf shoes. So a recent story about Best Buy’s efforts to improve the...Read More

Many of today’s best universities are seeing data analysis as a North Star leading to new curriculum development. But in order to reach their goal successfully, they will need a moral compass. This thought struck me while reading the latest report on the emerging industry of data science...Read More

Facebook may call its new mobile software “Home,” but I bet a lot of brands are looking at it and thinking “sales!” Facebook Home replaces a users’ normal mobile home screen with their Facebook feed, so that the moment they turn on their phones, they are connected...Read More

Most people hear the word “creepy” and think of haunted houses, but a recent story has me wondering if it isn’t hotel rooms. The story, in Travel & Leisure magazine, details the vast amounts of personal data hotels are actively collecting on their guests. I am not referring...Read More

If Amazon’s motivation to acquire Goodreads could be summed up on a book jacket, it might be with these words: The data could overflow a library.Few would disagree. Within a day of Amazon.com’s announcement that it would acquire Goodreads, a social platform for book lovers, the...Read More

It is often said that life imitates art. But with the latest automotive technology now appearing in vehicles, it may be safe to say that life is imitating kitsch, or at least, KITT. KITT was the name of the amped-up Firebird Trans-Am featured in the 1980s David Hasselhoff vehicle “Knight...Read More

Any retailer that’s been in business for five minutes knows that a loyal customer is far more valuable than a churner. Yet, an unfortunate fact of entrepreneurial life is that most businesses see half their customers change in five years, according to Fred Reichheld ’s...Read More

Customer satisfaction is the Trojan horse of loyalty. Companies must not mistake one for the other. If customer satisfaction is viewed as true loyalty, then the company tricks itself into believing all is well and right between it and its customers. The scary truth, however, is that many...Read More

Picture Source: Coca-Cola If you were to open a picture book that told your brand story, what do you envision would be on the pages? For Coca-Cola United Kingdom, the answer exists not so much in a curved bottle of sweet liquid, but in actual liquid ideas – stories that represent so...Read More

In a country where all men and women are created equal, data may prove to be the great differentiator. This is what is implied with the concept of “Data-Driven Societies,” as recently explained in a compelling story in The New York Times. The report details a gathering of academics...Read More

If there is one thing we can learn from the supermarket chain Safeway, it is that you cannot spell “Us” without the U. This is evident in its loyalty marketing initiative, called “Just for U.” The program has been so successful that Supermarket News recently named Diane...Read More

Fewer words will test the mettle of a loyalty plan operator than these: Merge 100 million frequent flyers, and do it without a hitch. That is the number of loyalty plan members American Airlines and US Airways will have to combine once the two companies merge. That task may be a while off, but...Read More

When it comes to the brands they trust, Americans are actually more atwitter about new social media than old-school innovations. And I mean put-a-stamp-on-it old school. According to the Ponemon Institute’s 2012 Most Trusted Companies for Privacy survey, the five top-ranking entities are...Read More

When I was a kid, the top items on my holiday wish list included a game called “Operation” and Supertramp’s latest album.Today, I’d be on my best behavior if it meant getting a smart phone that accurately predicted what today’s shopper will need tomorrow. As a...Read More

The initiative: P.F. Chang’s Preferred, by P.F. Chang’s China BistroIn a nutshell: In mid-November, P.F. Chang’s introduced its new program, P.F. Chang’s Preferred, to members of its Warrior Rewards program. Existing members received exclusive invitations to join...Read More

Once again loyalty marketers are finding new opportunities at their fingertips, this time courtesy of Apple.The computer maker’s Apple Pay service, which offers one-touch processing, also touches on a critical issue for merchants: the need for a long-term plan on where digital fits into an...Read More

I should have known long ago that Andy Frawley had a book in him. The president of Epsilon, the world’s leading marketing agencies, is insightful, has broad experience and brings some interesting ideas to the table.Frawley’s recently released book, “Igniting Customer...Read More

If ever there were a masked opportunity in loyalty marketing, I’d call it Halloween.Retailers have been quite clever in scaring up additional sales of candies, costumes and decorations, but few appear to be taking advantage of the role their loyalty programs can play in generating...Read More

For many marketers today, the key challenge in collecting customer information is figuring out how to best use it. In the near future, that challenge may change to putting a dollar sign on the data.Consumer data and similar intangible assets could be worth more than $8 trillion, according to a...Read More

The initiative: Yes2You Rewards, by Kohl’sIn a nutshell: Kohl’s on Oct. 6 changed its loyalty program from Kohl’s Rewards to Yes2You Rewards, a currency neutral, customer-loyalty program that rewards at a rate of 5% on spending in-store and online. The Wisconsin-based...Read More

LinkedIn may be increasing in its membership base, but the social network is pruning the ways it uses its member data. Based on my own five principles for data use, this is a good thing.The 313 million-member website on Oct. 23 will change its terms of service, including its privacy policy...Read More

Do bricks and mortar cost more than bytes and channels? For Macy’s Inc., the question may not matter as much as whether the two investments, combined, sell more sweaters, suits and shoes.Macy’s is willing to pay to find out. The nation’s largest department store chain has...Read More

If companies want to survive into the 2020s, they may need to answer this question today: What would your customers say if they could actually shape the conversation while also deciding what data they shared, and with whom?This is the implication from an excerpt in the upcoming (January 2015...Read More

Square, the maker of portable transaction devices, is planning to provide its small business customers a service that can translate to a triangle of loyalty.The tech company, which produces small credit card readers that attach to iPhones or tablets, will offer its business-to-business clients...Read More

The following blog item is an edited excerpt from my book, The Loyalty Leap.It is a business practice so long-standing it is practically a cliché. Companies fall all over themselves to woo new customers, but once they get them, they have no idea how to make them profitable.Sure, a customer...Read More

Ask anyone to name the first concert he or she attended, and you will be in store for a lush tale, one complete with a well-planned wardrobe, the stage engineering, the opening chords and the multiple encores.The concert may have taken place decades ago, but it remains a living experience...Read More

Walmart created some buzz recently when it announced plans to personalize its online shopping experience, but the news failed to address the white elephant that is Walmart’s cornerstone – those big white stores, all 1.1 billion square feet of them.The low-priced retailer, the largest...Read More

The initiative: The Ohio Lottery’s My Lotto RewardsIn a nutshell: The Ohio Lottery is celebrating its 40th anniversary with the launch of a loyalty program, joining several other states – not to mention casinos – in offering consumers a chance to win points along with...Read More

A number of weeks ago I had the opportunity to attend the World of Business Innovation summit in New York. The quality of speakers was outstanding, but there was one presenter who really stood out for me.Chip Conley, founder of Joie de Vivre hotels, shared a bit of his history and specifically...Read More

1. 5 Tips to Increase Customer Loyalty in the Age of Social Media – Funnel EnvySocial media may be one of the most effective mechanisms for increasing customer loyalty both early on in the relationship and throughout the customer lifecycle. This article takes a closer look at some...Read More

When a person’s actions decide the fate of future existence, we call it Karma. When the sum of a company’s data is used to improve the future existence of both its customers and itself, we can call it Kimpton.The boutique hotel chain, long known for delivering personalized experiences...Read More

How Valuable Are Your Customers? – Harvard Business ReviewNot all customers are created equal. Figuring out which to focus on and invest in is critical if you want to maximize your profit.One Does Not Simply Walk Into Customer Loyalty – Business 2 CommunityEven though U.S...Read More

Moments after Germany scored its fourth goal in six minutes, I reached for my smart phone. I wanted to share that jaw-dropping World Cup experience with someone, and simply having the option to do so seemed to make the event more relevant to me.Four years ago, during the 2010 World Cup, it is...Read More

The Harvard Business Review once put the value of lifetime customers into dollars: A loyal pizza eater’s lifetime revenue can be $8,000, while a Cadillac owner’s is closer to $332,000.But what about lifetime employee value? To me the answer is simple: priceless.Keeping good employees...Read More

1. How Brands Can Build Love and Loyalty – Marketing Week UKService, ease of doing business and the number of touchpoints involved can all combine to encourage people to stick with, or switch from, a brand creating several challenges for senior marketers.2. Big Data: A New Type Of...Read More

You Can’t Buy Customer Loyalty, You Need to Build It – Business 2 Community           Many companies think of loyalty as repeat sales, often achieved through discounts. But when discounts dry up, so does the loyalty, even if the customer base doesn...Read More

In beauty parlance, the digital app can be equated with the makeup brush – a discretionary tool, often soft on the edges, designed to deliver a desired effect.Add an element of product interaction and data analysis to the tool, and that app can result in a total loyalty makeover. That...Read More

1. The Rising Cost of Not Opting Into Loyalty Shopping Programs – TIMEIn the future, every retail experience could be defined by whether you’re in or out of network.2. Accounting for Loyalty – Or Not – COLLOQUYSome major companies still do not account for the...Read More

1. Customer Experience: Business Strategy or Technology? – Business 2 CommunityWhen executives embark on improving the customer experience it’s important to establish which aspect they are looking to improve, and where they expect to receive a return on their investment.2...Read More

The initiative: Golfantage – mobile-based golf course rewardsIn a nutshell: Golfantage is taking a swing at B2B loyalty by capitalizing on a channel that is heavily relied upon by a distinct consumer segment – golfers. The platform is mobile-based and course...Read More

The recent announcement by Whole Foods to revise its earnings outlook has investors worried about the price of its stock. I think they should be paying more attention to the prices on its shelves.A blog item in the Harvard Business Review examines two events that caused Whole Foods to...Read More

1.  Dispelling the Myth about Customer Touchpoints –iMedia Connection Creating an inventory of all of the touchpoints within the customer journey helps define a lot of moments, both good and not-so-good. When done thoroughly, a touchpoint inventory can be a great launch pad into...Read More

Owning new things is supposed to give us pleasure, but the process of acquiring them can come with pressure.Eyeglasses, automobiles and certain items of clothing are on the short list of goods that can cause anguish in the aisle (or sales floor). So it’s not surprising that I’ve...Read More

We often think communications that yield awareness and belief are successful, but author Andrea Coville believes differently. She contends that relevance occurs when those communications not only resonate, but also create a change in behavior. In her new book, “Relevance” Coville...Read More

1. Needling Challenge: Drawing Loyalty From Blood Donors – COLLOQUYEveryone bleeds yet less than 10% of the U.S. population donates blood each year. Here’s how blood donor organizations use rewards and data analysis to bring back those who give.2. Maximizing The Value of a Retail...Read More

1. Localytics’ New Report Measures App Stickiness –Inside Mobile AppsMarketing and analytics company Localytics has released its first App Stickiness Index, measuring app engagement and loyalty values across multiple app genres.2. How a Tactile Complement Can Strengthen...Read More

1. 5 Points to Make Your Loyalty Rewards Pay – Troy MediaFor millions of Canadians, rewards points are a good as money in the bank. The fact that so many retailers have reward programs speaks to their success as a marketing tool, but consumers may need a strategy to make them pay.2...Read More

The initiative: Lancôme Elite RewardsIn a nutshell: Lancôme, the luxury maker of cosmetics, skincare and fragrances including Poême, is versing itself in social media loyalty. The French beauty brand on April 21 launched a social media-heavy program, Elite Rewards, which...Read More

If the history of loyalty marketing should teach us one thing, it is that ubiquity does not breed affinity.This lesson was amplified in a recent story in Entrepreneur, which points out that despite the prevalence of loyalty program membership (2.65 billion in the U.S. alone, according to...Read More

1. How to Use Big Data, Gamification for Better Rewards Programs – BizReportWhether the business is a restaurant with a punch card or customers earn redeemable points based on purchase, there are ways to improve the reward experience to build a more loyal customer base.2. When it...Read More

1.  Build Customer Loyalty With Rewards and Other Tactics That Motivate – Marketing ProfsAs the economy bounces back from the recession, private labels are holding on to their share of the market. Brands need to creatively find ways to drive loyalty in an already-crowded...Read More

When it comes to competing against low-priced giants, specialty shops should ignore the specials and focus on the personals.This is among the key findings of a recent report by LoyaltyOne, “Four Ways to Win for Independent Retailers.” The study reports that 89 percent of those...Read More

Influence can be a magnificent vehicle in the C-suite, but if you are a chief marketing officer, you better make sure that vehicle is well powered or you risk hindsight that is more 80-20 than 20-20.This is the basis of two recent research reports, one by IBM and the other by ...Read More

1. Saying the “L Word” and Meaning It: How Marketers Can Improve their Loyalty Programs and Keep the Love Alive – Business 2 CommunityIn today’s fast paced world filled with short attention spans and catchy advertising tactics, customer loyalty can be forgotten (or...Read More

1.  Why Bother Shopping to get Supermarket Gas Rewards if You’re Going There on Foot?- Greater Greater WashingtonCalling for grocery stores especially in urban areas to expand their rewards beyond just gasoline.2.  Ripped From the Headlines:  At JetBlue...Read More

I remember the day I received my first American Express card as the day I had arrived. The card and its gladiator icon represented status, accomplishment and all of the milestones to which I aspired.Now American Express wants to offer that aspirational experience to a broader group of customers...Read More

I once wrote that one of a business leader’s most valuable assets is also the least likely to be quantified. How does a chief accountant measure what inspires a customer?The answer, I now am finding, is that the chief accountant does not. Rather, a new role is being created for that job...Read More

Here are a few loyalty links that caught my eye this week.1. Grocery, Quick Service Chains Provide the Best Customer Experience - SmartBrief FoodLearn why supermarkets and quick service chains deliver when it comes to customer experience.2. Which Membership Pays Off Faster: AAA or Amazon...Read More

Here are a few loyalty links that caught my eye this week.1. How b.good Blends Loyalty With Love – Huffington PostA Boston-based restaurant chain lets customers give rewards to family, friends and deserving community members or groups.2. Six Myths About Customer Loyalty Programs &ndash...Read More

Say the word “dentist” and people are more apt to get sweaty palms than to applaud. But with some loyalty initiatives, they may be able to fill in those worrisome gaps.Recently I read how the company eTrove is launching a loyalty program for dental offices that rewards patients for...Read More

Here are a few loyalty links that caught my eye this week.1. What to Do About a Disloyal Loyalty Program – The Huffington PostOne traveler’s unfortunate experience with an airline’s loyalty program is a lesson for companies.2. Point Pooling: Lessons in Sharing from JetBlue,...Read More

Recent research shows that only 54 percent of frequent flyers are satisfied with their carrier’s loyalty program, and I have a firsthand hunch why – the frequentbuyers.I’ve seen them myself. For years I believed that my loyalty earned me a cushy seat in my carrier’s...Read More

The initiative: Vail Resorts’ RFID PassesIn a nutshell: In 2007, Vail Resorts began embedding RFID chips into its passes so it could more quickly and easily check tickets at airlifts. The single- and multi-day ski passes, which are issued at Vail’s five resorts, are...Read More

Here are a few loyalty links that caught my eye this week.1. Making Loyalty Pay: Six Lessons from the Innovators – ForbesThe commonalities between today’s successful loyalty programs.2. Target Loses on Loyalty; Walmart Gains – MediaPostA new study has ranked brands...Read More

Starbucks was 40 years old and one of the most recognized brands in the world when it decided to revamp its logo in 2011. Yet the successful coffee chain knew that a number of factors, from a poor economy to more-focused competition, required it.A less confident brand might not have pursued the...Read More

Here are a few loyalty links that caught my eye this week.1. From CPG Wish to In-Store Sales Delivery: Connecting with Consumers and Shoppers to Create Loyalty – Business 2 CommunityHow loyalty programs can help CPGs compete with private label store brands.2. For Loblaw, LoyaltyOne...Read More

Here are a few loyalty links that caught my eye this week.1. Caribou Coffee Debuts New Loyalty Program –Nation’s Restaurant NewsThe Minneapolis-based coffee chain has launched a rewards program that aims to surprise and delight.2. Maintaining Interest: How a Surge in Bank Mergers May...Read More

Here are a few loyalty links that caught my eye this week.1. American Airlines, US Airways Begin Integrating Benefit Programs – The Wall Street JournalThe merger, which created the world’s largest airline by traffic, will bring new benefits for customers including the ability to...Read More

Many people begin their new year resolving to be better to others. If you are a loyalty marketer, a good way to be better to others is with pragmatism, partnerships and relevancy.These are some of the qualities, along with sharing and moderation, that make up effective and beneficial loyalty...Read More

The week before Christmas has long been a sweet spot for bargain seekers, but these days they are taking the deal making into their own hands, and merchants are playing along.What I’d be interested in knowing, though, is the role their loyalty data plays.A story in The New York Times...Read More

Two of the most common New Year’s resolutions are to exercise more often and to be a better person to others. Well, if a recent forecast of 2014 trends is any indication, loyalty marketers should not have any problem.Marketers will be tasked with being everywhere the consumer is at once...Read More

My dollar may be worth just 70 cents in Europe, but my loyalty rewards, and lessons, run in the multiples.I’ve had the opportunity recently to travel Europe as a guest of the company BrandLoyalty, a Netherlands-based firm in which my company, LoyaltyOne, is acquiring a major stake...Read More

Here are a few loyalty links that caught my eye this week.1. This Brand Decided to Charge More on Black Friday, and People Loved It – AdweekCards Against Humanity ups prices but is able to win more customer loyalty.2. A Challenge of Degrees: Attracting Loyalty Marketing’s Future ...Read More

Here are a few loyalty links that caught my eye this week.1. Celebrity Cruises Overhauls Loyalty Program – USA TodayThe cruise line has upgraded its program to cater to those who spend the most.2. The Data Behind the Turkey: How Black Thursday is Gobbling Sales – COLLOQUYWhy...Read More

Here are a few loyalty links that caught my eye this week.1. Lancome’s Loyalty Program Provides a Foundation of Data – Direct Marketing NewsA Q&A with the cosmetics retailer about how it uses data collected from its online rewards program.2. Loyalty’s Seamless Role in...Read More

When it comes to reaching customers, the window of opportunity is often realized by traveling through several doors. When that customer is a B2B client, those doors can lead to the executive suite, the manufacturing floor or even the farm field.Consider a day in the life of a business customer...Read More

Here are a few loyalty links that caught my eye this week.1. How to Make Customer Loyalty Pay Off – American BankerStory shares tips for banks looking to improve their customer loyalty and overall growth.2. MyWaitrose Loyalty Card Now ‘Used for Half of All Sales’ &ndash...Read More

You might not think umlauts, Big Macs and best sellers have a lot in common, but when it comes to brand perception they do. The commonality is simplicity, and many loyalty marketers would do well by learning about their benefits.Ikea, McDonald’s and Amazon are among the top 10 brands in the...Read More

Here are a few loyalty links that caught my eye this week.1. Seniors on the Go: United Devalues Miles – Chicago TribuneUnited Airlines has changed its redemption rates, upping the number of points needed to redeem certain benefits.2. Loyalty Leaders Tell All – ...Read More

If today’s advertisers have become experts at predicting what we want, then hopefully they are planning for their successors.The future of advertising could be three-dimensional, holographic and include barking cats performing magic tricks. But to many that will not matter, because in a...Read More

Here are a few loyalty links that caught my eye this week.1. ‘Til Death Do Us Part: Reward Points Don’t Live On – CNBCWhat do companies do with customers’ loyalty points when they die? A recent COLLOQUY report reveals transfer policies of industry leaders.2. DIY Chain...Read More

Decades ago, a major cigarette brand won a lot of attention with the tagline “I’d rather fight than switch.” Today, U.S. consumers are switching brands to the tune of $1.3 trillion, and marketers appear to be swinging back with empty gloves.According to the recently released...Read More

Here are a few loyalty links that caught my eye this week.1. Orbitz Hopes Rewards Program is Ticket to Resurgence – Chicago TribuneThe travel booking site has launched a loyalty program that lets customers earn and redeem instantly.2. Inherit the Windfall: Passing On Loyalty...Read More

Call it a tool of engagement. The MyLowe’s smartphone app is making relationship-building a DIY project.And like many things DIY, this can be very advantageous. The app, by the home improvement chain Lowe’s, enables customers to look up their own purchase history and DIY projects...Read More

Here are a few loyalty links that caught my eye this week.1. When Mouse Type Causes and Uproar: Four Steps to Preventing Disloyalty – COLLOQUYWhy it’s important for loyalty marketers to get the fine print right with their loyalty programs.2. JetBlue to Let Families Pool Loyalty...Read More

It’s hard to put a price on customer loyalty, but thanks to technology and flexible pricing models, some marketers are trying. The trick is determining what’s a fair price.Advancing technologies are enabling marketers to price products and services based on intricate detail, such as...Read More

See retail in any country across the world, and you realise that consumer challenges are local, even when they are global One recent story I read detailed the issues Indonesian merchants face in trying to maintain loyalty at a time when consumers collect loyalty cards as if they are coupons. The...Read More

Here are a few loyalty links that caught my eye this week. 1. 2013′s 4 Biggest Loyalty Trends – PYMNTS.com The PYMNTS.com staff has put together its list of the top loyalty industry trends for 2013. 2. Pound Signs Over Hashtags – COLLOQUY New research...Read More

When I was a college student I ran a small business painting houses. It only lasted a couple of summers so it never required a line of credit or even a credit card. But if it did, I’d likely go with American Express OPEN, the division of American Express dedicated to small business owners. ...Read More

Here are a few loyalty links that caught my eye this week. 1. Fascination, Football and Theater Take Front Row at Loyalty Summit – COLLOQUY Coverage from last week’s COLLOQUY Loyalty Summit and Awards featuring Sally Hogshead, Coca-Cola, FedEx and MasterCard 2. McDonald...Read More

If “transparency as a service” is the new buzz term in marketing, we should remember there is such a thing as bad service. We all know the clichés: Cat food coupons when we only own dogs. Diaper offers when our children are in college. Plus-sized clothing promotions to...Read More

Here are a few loyalty links that caught my eye this week. 1. 2013 COLLOQUY Awards Recognize Eight Companies Worldwide – COLLOQUY An overview of the winners featuring some of the most clever and effective loyalty strategies in practice. 2. Qantas Loyalty Eyes B2B Market to Build...Read More

As the plane leveled above the clouds and turned towards Dallas, I took note of how far I could see. This is an old habit. Marketers like to have a clean line of sight – to their consumers, their prospects, their goals. En route to attend the 2013 COLLOQUY Summit, such thoughts were natural...Read More

Here are a few loyalty links that caught my eye this week. 1. Loyalty to Your Bank Could Cost You Money – TIME Survey results indicate that customers may be loyal to a fault when it comes to where they bank. 2. Is Socialization the Secret to Customer Loyalty? – Fox...Read More

By Bryan Pearson If you’ve traveled the streets of London lately, there is a chance that a trash bin tried to pick up your smartphone. I mean that in the abstract sense. A company called Renew recently programmed “smart” trash bins to record the unique addresses of smartphones...Read More

Here are a few loyalty links that caught my eye this week. 1. With Acquisition, Fandango Plans to Raise Curtain on Loyalty Program – COLLOQUY The online movie ticketer is creating a loyalty program to reward movie-goers. 2. Loyalty Program Changes Irk Frequent Business...Read More

Here are a few loyalty links that caught my eye this week. 1. Loyalty Programs Make the Small Screen – COLLOQUY How some home entertainment companies are turning to loyalty initiatives and customer data to gain the competitive edge. 2. PerkStreet Rewards Vanish Without a Trace...Read More

The old phrase goes, “there is no such thing as bad publicity.” Now research shows there may be no such thing as bad word of mouth. A July report by our company, LoyaltyOne, and researchers at Northwestern University shows that negative word of mouth may actually indicate brand...Read More

Here are a few loyalty links that caught my eye this week. 1. Nando’s Overhauls Loyalty Scheme to Take Marketing to the ‘Next Level’ – Marketing Week The Portuguese restaurant chain has upgraded from its paper-based program to a new card and revamped mobile app...Read More

Aloft Hotels is well known for its communal atmosphere, its hip bars and its grab-and-go snacks. Now it will also be known for its loyalty card, which is offering grab-and-go registration. The boutique hotel chain, part of Starwood Hotels & Resorts, has launched a service called Smart Check...Read More

Here are a few loyalty links that caught my eye this week. 1. For Frequent Fliers, Airline Loyalty is Fleeting – USA Today Story shares results from a new survey that investigates customer satisfaction and loyalty with airlines. 2. Triggering Customer Fascination – ...Read More

Call it the case of the mysterious movie preferences. For the past several months, looking at my Netflix viewing options was like being confronted by a rogue Amazon recommendation engine. Instead of offering me the kinds of programming I prefer, such as “House of Cards” and &ldquo...Read More

Here are a few loyalty links that caught my eye this week. 1. A Plot Twist With Dividends – COLLOQUY How some of the world’s leading financial institutions are using their data and other resources to hold on to their best customers. 2. Roundy’s Introduces New Customer...Read More

Here is one place mom and pops may have an advantage over major corporations – mobile tracking. That is at least the case according to recent research that gauges how consumers use multiple media channels to connect with business. The research report, by advertising and media agency...Read More

Here are a few loyalty links that caught my eye this week. 1. Dunkin’s Decision to Sweeten Loyalty Program Can Keep Company Competitive — COLLOQUY The donut and coffee chain has plans to roll out its enhanced program later this year. This story explains the competitive...Read More

If there were ever a reason to reconsider the effectiveness of your loyalty program, this is it: As an industry, our retention rate among customers is less than 50 percent. That’s how it shakes out in the United States, anyway. Of the 21.9 loyalty programs in which each American...Read More

Here are a few loyalty links that caught my eye this week. 1. Kellogg Cracks the Code on Loyalty — AdAge How Kellogg’s Family Rewards is tracking 2.5 billion packages and what it means for customers. 2. Rite Aid Offers Extra Goodies to Customers 65 and Up — The...Read More

B2B marketers face unique challenges establishing connections with customers, who are often part of a team that collectively makes purchase decision. In a recent conversation with Direct Marketing NewsBryan Pearson, author of The Loyalty Leap for B2B: Turning Customer Information Into...Read More

Only a person who loves books could appreciate a reward for reading that comes in the form of – you guessed it – more reading. But Penguin Group, the publishing company, knows its customer. So it recently launched a loyalty initiative, called First to Read, designed to reward...Read More

Here are a few loyalty links that caught my eye this week. 1. How Twitter Can Help Travel Companies Build Customer Loyalty — Business 2 Community The social media network is estimated to have 250 million active users; the author shares how travel companies are winning loyalty using...Read More

The acronym “VRM” may make you think of a fast-moving, industry-accelerating concept, but when I read the meaning behind the term, the first word I thought of was “stall.” Not that VRM, which stands for Vendor Relation Management, is a bad idea – it makes a lot of...Read More

The Loyalty Leap for B2B, by LoyaltyOne President Bryan Pearson Now Available for Download Bryan Pearson, bestselling author and an expert on how to use customer data to create emotional brand loyalty, has now tackled an even more challenging task: building customer-engagement initiatives...Read More

Here are a few loyalty links that caught my eye this week.1. Read Books, Earn Points: A Publisher Unveils a Rewards Program — TIME The Penguin Group (my book publisher) has adopted a rewards program to thank loyal customers. 2. Partnership Poker: Betting on loyalty program alliances...Read More

One of the occupational hazards of operating a loyalty program based on providing preferential pricing is that at some point you end up giving the preferred pricing to everyone. That is the problem that Albertsons recently wrestled with, and seemingly pinned down, when it announced it was...Read More

You don’t have to be an Einstein to understand what is important to your target customer, but understanding the relativity between the customer’s experience and long-term loyalty does take some sharp thinking. And it can make a double-digit difference in sales. These are the findings...Read More

When the loyalty expert sits down with the social media guru, everything we thought we knew about digital engagement is rebooted. Bryan Pearson, CEO of global loyalty marketing firm LoyaltyOne, interviews online authority Mitch Joel for a Q&A on how to build emotional loyalty in the...Read More

Here are a few loyalty links that caught my eye this week. 1. From Kroger to PSK Supermarkets, Retailers Big and Small Are Acing Loyalty Game — Supermarket News The editorial features data from the 2013 COLLOQUY Loyalty Census and shares lessons for loyalty industry leaders. 2...Read More

The program: Walgreens Steps with Balance RewardsIn a nutshell: Walgreens in the spring launched Steps with Balance, an enhancement to its Balance Rewards Program, as a healthy-living incentive. The initiative grants points to members for walking, running, and weight management &ndash...Read More

I never thought my personal information could lead to the courtroom, but for some curious consumers, it may. This is what is indicated, anyway, in events described in recent news reports. Consumers who have requested their personal data from telecom service providers or other utilities were...Read More

Here are a few loyalty links that caught my eye this week. 1. Today’s customer loyalty game — CMO A look into the Australian loyalty market. 2. New Reward Program Habits May Cost Consumers Money — CNBC Numbers from the 2013 COLLOQUY Loyalty Census are revealed. 3....Read More

Here are a few loyalty links that caught my eye this week. 1. Today’s customer loyalty game — CMO A look into the Australian loyalty market. 2. New Reward Program Habits May Cost Consumers Money — CNBC Numbers from the 2013 COLLOQUY Loyalty Census are revealed. 3....Read More

I once wrote that growing market share while reducing business locations is akin to changing wings on an airplane in midflight. Few industries may be as familiar with this challenge as the ever-consolidating airline industry, which is seeing fewer carriers, fewer hubs and fewer direct flights...Read More

Despite running a company that’s all about loyalty points, Bryan Pearson’s employee rewards program is surprisingly traditional. The chief executive officer of LoyaltyOne, the company that runs the Air Miles customer loyalty program, gives staff annual bonuses, praises employees...Read More

1. Customer Loyalty Lessons From The NHL — Business 2 Community What companies can learn from hockey team loyalty. 2. It’s not you. It’s your customer service. — The Globe And Mail The author shares some classic and inexpensive ways to keep customers coming...Read More

Here are a few loyalty links that caught my eye this week. 1. Customer Loyalty Lessons From The NHL — Business 2 Community What companies can learn from hockey team loyalty. 2. It’s not you. It’s your customer service. — The Globe And Mail The author shares...Read More

Here are a few loyalty links that caught my eye this week. 1. Customer Loyalty Lessons From The NHL — Business 2 Community What companies can learn from hockey team loyalty. 2. It’s not you. It’s your customer service. — The Globe And Mail The author shares...Read More

I always knew that customer loyalty was the result of a combination of good practices, but never have I heard the “zone of consistency” as one of them – until now. This was the phrase used by Maxie Schmidt-Subramanian, a researcher at Forrester, to describe the practice of...Read More

Buying is ultimately about trust. And the unconscious calculation (if you can even call it that) in the mind of the buyer about whether or not they trust you is best described using the following formula:  TRUST = [(Credibility) + (Authenticity)] / (Perceived Self-Interest) It takes into...Read More

Here are a few loyalty links that caught my eye this week. 1. Uniting a customer loyalty program using data — CMO United Airlines’ CRM leader shares the process of integrating 90 million frequent flyers into a single program. 2. App offers online loyalty program for local...Read More

Here are a few loyalty links that caught my eye this week. 1. Uniting a customer loyalty program using data — CMO United Airlines’ CRM leader shares the process of integrating 90 million frequent flyers into a single program. 2. App offers online loyalty program for local...Read More

One of the basic rules of loyalty marketing that I have learned over 20 years is that you can’t expect to look beautiful on the outside if you don’t feel great on the inside. And look inside any organization and what do you see? Its people. Employees are the heart of every...Read More

Here are a few loyalty links that caught my eye this week.1. Amazon Earns Customer Loyalty With Integrity, Not Rewards — Forbes A good will gesture wins one customer’s loyalty and praise.2. Loyalty Programs Need to Put Customers’ Needs First — AdAge The...Read More

Here are a few loyalty links that caught my eye this week.1. Amazon Earns Customer Loyalty With Integrity, Not Rewards — Forbes A good will gesture wins one customer’s loyalty and praise.2. Loyalty Programs Need to Put Customers’ Needs First — AdAge The...Read More

Every morning, billions of people awake from their sleep, put their feet on the floor and ponder a similar thought: What can I do to make today different? This simple question may have motivated the creation of the airbag, the flushable toilet and cheese-stuffed pretzel bites. It also is what...Read More

Here are a few loyalty links that caught my eye this week.1. How Enterprise Leaders Like Bill Marriott Create Customer Loyalty — Forbes Loyalty building strategies from Marriott International, UPS and Coldwell Banker.2. 10 Critical Actions for Enhancing Customer Loyalty: The Case of...Read More

  TORONTO • Retailer loyalty programs are aiming to reach people where they do a vast amount of price-comparing these days — on their smartphones. Loblaw Cos. Ltd., country’s biggest grocer, debuted Monday its new PC Plus loyalty card in Ontario and plans to roll it out...Read More

Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is the case whether we are purchasing televisions or golf shoes. So a recent story about Best Buy’s efforts to improve the...Read More

Many of today’s best universities are seeing data analysis as a North Star leading to new curriculum development. But in order to reach their goal successfully, they will need a moral compass. This thought struck me while reading the latest report on the emerging industry of data science...Read More

Facebook may call its new mobile software “Home,” but I bet a lot of brands are looking at it and thinking “sales!” Facebook Home replaces a users’ normal mobile home screen with their Facebook feed, so that the moment they turn on their phones, they are connected...Read More

Most people hear the word “creepy” and think of haunted houses, but a recent story has me wondering if it isn’t hotel rooms. The story, in Travel & Leisure magazine, details the vast amounts of personal data hotels are actively collecting on their guests. I am not referring...Read More

If Amazon’s motivation to acquire Goodreads could be summed up on a book jacket, it might be with these words: The data could overflow a library.Few would disagree. Within a day of Amazon.com’s announcement that it would acquire Goodreads, a social platform for book lovers, the...Read More

It is often said that life imitates art. But with the latest automotive technology now appearing in vehicles, it may be safe to say that life is imitating kitsch, or at least, KITT. KITT was the name of the amped-up Firebird Trans-Am featured in the 1980s David Hasselhoff vehicle “Knight...Read More

Any retailer that’s been in business for five minutes knows that a loyal customer is far more valuable than a churner. Yet, an unfortunate fact of entrepreneurial life is that most businesses see half their customers change in five years, according to Fred Reichheld ’s...Read More

Customer satisfaction is the Trojan horse of loyalty. Companies must not mistake one for the other. If customer satisfaction is viewed as true loyalty, then the company tricks itself into believing all is well and right between it and its customers. The scary truth, however, is that many...Read More

Picture Source: Coca-Cola If you were to open a picture book that told your brand story, what do you envision would be on the pages? For Coca-Cola United Kingdom, the answer exists not so much in a curved bottle of sweet liquid, but in actual liquid ideas – stories that represent so...Read More

In a country where all men and women are created equal, data may prove to be the great differentiator. This is what is implied with the concept of “Data-Driven Societies,” as recently explained in a compelling story in The New York Times. The report details a gathering of academics...Read More

If there is one thing we can learn from the supermarket chain Safeway, it is that you cannot spell “Us” without the U. This is evident in its loyalty marketing initiative, called “Just for U.” The program has been so successful that Supermarket News recently named Diane...Read More

Fewer words will test the mettle of a loyalty plan operator than these: Merge 100 million frequent flyers, and do it without a hitch. That is the number of loyalty plan members American Airlines and US Airways will have to combine once the two companies merge. That task may be a while off, but...Read More

When it comes to the brands they trust, Americans are actually more atwitter about new social media than old-school innovations. And I mean put-a-stamp-on-it old school. According to the Ponemon Institute’s 2012 Most Trusted Companies for Privacy survey, the five top-ranking entities are...Read More