“The economy is a big factor for anyone, and as the economy is suffering, people are being more conscious of what they're doing, who their customers are and how they are keeping customers happy,” said Laura Rusche, director of marketing operations, Loyalty 360.

Mark Johnson is the President and CEO of Loyalty 360. He is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate with. His finger on the pulse of what... Read More

So if you're a marketer, just selling stuff to customers is enough to sustain the growth your company, right? Wrong. It's all about customer loyalty – repeating, returning customers who continue to value your brand. While this year, marketers seem to be doing well selling stuff, on the very important factor of customer loyalty... Read More

While most brands already have an abundance of critical customer data on hand, most are not viewing or using it as a strategic asset to help create and maintain longer-lasting relationships with high-value customers, according to joint research from Loyalty 360 and marketing services firm Acxiom.

The study, entitled '... Read More

Retailers everywhere know one thing is for certain: customer loyalty is the key to any successful business model. According to Loyalty 360—The Loyalty Marketer's Association, however, businesses still struggle with winning that loyalty.

This morning, Loyalty 360 released its "Top 12 Customer Loyalty Trends for 2012" to... Read More

Business-to-business organizations realize that the majority of their new sales come from existing customers. Yet, with only half of those polled having a department whose primary focus is loyalty, the need to integrate customer retention into a company's business strategy is apparent, according to "... Read More

“2011 may well be called the year of customer loyalty,” says Mark Johnson, CEO of Loyalty 360 – The Loyalty Marketer’s Association.  “In today’s crowded marketplace, creating loyal, engaged customers is more... Read More

With the hotel industry recovering, building a base of loyal guests is more important than ever. Just about every hotel has a loyalty program. And when these programs are created and implemented properly, they provide real value, differentiate the customer experience your hotel delivers, and turn your guests into brand advocates.
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“2011 may well be called the year of customer loyalty,” says... Read More

Although companies are sitting on a gold mine of customer data, new research indicates brands are not leveraging that information as a strategic asset to build and measure customer loyalty.

That was one of the primary findings that emerged in a joint research report titled "Making Every Interaction Count: How Customer Intelligence... Read More

In today’s crowded marketplace, creating loyal, engaged customers is more important—and more challenging—than ever. Here are some tips for overcoming the challenges:

1. Don’t treat loyalty like a program. Instead, approach loyalty marketing as if it is a journey with a specific goal. While... Read More

While the presumption has been that satisfied customers will remain loyal, customer satisfaction can no longer be relied on as a metric to predict loyalty. Yes, customer satisfaction is a component of loyalty, but it is not the totality. For instance:

• 40% of satisfied customers switch suppliers without... Read More

I had the privilege to attend the recent 2012 NRF convention and was impressed with the buzz around loyalty marketing and customer centricity. In one session Macy's CMO Peter Sachse stated, "We don't need new customers. We need to keep the ones we have and get more out of them." Simple yet powerful; all marketers should... Read More

Rather than merely offering 'daily deal' discounts, the idea of 'expectation matching' based on voice of the customer (VOC) initiatives has been identified as the key to customer retention and driving sustainable brand growth, according to research by loyalty marketing association Loyalty 360.

Each brand'... Read More

While most hotels have loyalty programs, research is showing that many are not living up to their potential. Loyalty Lab reports that on average, only 20 to 40% of program members regularly accrue points toward award redemption. That means hotels are losing out on significant opportunities to encourage at least 60% of their customers to... Read More

More companies are using loyalty programs than ever before to build and maintain relationships with consumers. The Straight & Arrow tapped industry expert Mark Johnson, President and CEO of Loyalty 360, business leaders’ trusted source for loyalty and consumer engagement insights, to get his perspective on how the loyalty market... Read More

We now live in a world where every penny is appreciated and the throw-away attitude of the past is gone. Customer service expectations have been increasing consistently over the last four years, with 44% of consumers saying their expectations are higher than the previous year, compared to only 31%in 2008 [Forbes]. Retailers are, for the... Read More

Gaming is hot. And according to research reports, it's poised to get hotter. According to Nielsen, games are the second most frequent Internet activity for Americans after social networks—more popular than email—with Americans spending an estimated 906... Read More

How does your company define a loyal customer? Is it someone who's purchased from you more than three times? Or maybe you count Facebook "likes," or Twitter followers? Do you have a rewards punch card, or a store credit card?

Knowing which of your customers are most loyal to your brand and having the capability to act on that... Read More

Gaining and retaining customer loyalty is no easy feat. Customers are often "loyal" based more on convenience than emotion, which means given a better option their loyalties will change as quickly the weather on a Florida afternoon. Loyalty programs help bolster retention, but they're not a magic bullet for fostering attitudinal loyalty... Read More