• Next year could mark the return of customer loyalty as a dominant trend, according to US marketers' association Loyalty 360, which has laid out the key currents for 2011.

    Marketers are expected to wake up to the fact that the concept of loyalty is not a concrete, objective programme, but a "journey" and a "... Read More


    “2011 may well be called the year of customer loyalty,” says... Read More

  • Voice of the customer. Engagement. Loyalty.

    What do these buzzwords mean? How do we use them to drive value? Where are the best practices?

    These often-used terms have connotative and denotative meanings that can be quite different depending on who uses them and how they are used. We continue to see uncertainly... Read More

  • SAN FRANCISCO, CA, February 9, 2010. HotelExecutive.com, the leading online hotel industry business resource is pleased to announce that hotel loyalty expert Mark Johnson has joined the journal as a contributing editor to the publication's primary business journal, the Hotel Business Review. (online athttp://www.hotelexecutive.com... Read More

  • “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.


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  • In this week’s guest post, Mark Johnson, President and CEO of Loyalty 360 – the loyalty marketer's association – gives us his insights to the association’s first year and what loyalty marketing really means.


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  • If you think "likes" equal loyalty. Think again. Social media can indeed help to build customer loyalty, but it takes much more than a few promotions that push "liking" a brand. It requires a personal, holistic approach that emphasizes service, responsiveness, and ongoing interaction.

    While many marketers... 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

  • The Ohio-based, Loyalty 360 is among the leading market research firms and its latest release presents viewpoints of industry leaders about customer loyalty trends expected this year. This release has been titled—“Where is Loyalty Headed? An Inside Look at Trends Impacting the World of Customer Loyalty” and... Read More

  • A newly-released white paper sponsored by TSYS and conducted by Loyalty 360, Turning Customer Data Into Action, has found that, while the vast majority of brands collect customer data, they face many obstacles in using the data to drive strategic change. Marketers who are able to overcome these challenges, however, report that making... Read More

  • The industry group Loyalty 360 will host its 5th Annual Loyalty Expo (Loyalty Expo 2012) March 18-20 at the Rosen Shingle Creek hotel in Orlando. The three-day conference will bring together marketing leaders to explore how today’s most innovative brands are creating customer-centric organizations. More than 500... Read More

  • There was an interesting article in the Wall Street Journal recently about how Nordstrom Inc. is enhancing its loyalty program by lowering the price of its rewards. As the article explains, "The store's frequent customers will be able to get perks like custom shopping parties and tickets to in-store fashion shows after shelling out... Read More

  • According to a recent survey of marketing executives by Loyalty 360, although marketers know they need to focus better on customer retention, they aren’t doing it.

    To get a clearer picture of where marketers are and where they need to be going, Acxiom/Loyalty 360 took a closer look at the customer retention strategies... 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

  • Only 25 percent of customers feel "very loyal" to their preferred brands, according to Tim Suther, chief customer and strategy officer at Acxiom. Worse, 25 percent feel no loyalty at all.

    How can companies build customer loyalty in this time of customer promiscuity? During his presentation at... Read More

  • This Valentine’s Day I sent my wife flowers, bought her a small gift from Tiffany’s and took her away for the weekend—all things well deserved for a loving soul mate and mother, who tolerates my continual travel, demanding work schedule and me in general.

    On Feb. 27, I received a handwritten thank you note from... Read More

  • I just spent a couple days at Loyalty Expo at the lovely and capacious Rosen Shingle Creek Hotel in Orlando. It was a very good conference, and there was a lot of good thinking around the nature and direction of loyalty, and it was led off by some surprising findings for a show about how to do loyalty.

    The first session was a panel... Read More

  • How do you make a company that sells a commodity like energy stand out? How do you get customers to recognize you, select you, and stay with you? TXU Energy focuses on four basic brand builders: be trustworthy and transparent, customer centric, innovative, and dependable.

    "Let's do what we do... 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

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