Loyalty360 Roundtables

This meeting is a follow-up from the discussion on 10/4: Loyalty360 Digital Roundtable: Personalization, Segmentation & Cadence Management
 
Overview: Personalization, Segmentation and Cadence Management are important considerations for customer loyalty programs. Effective Customer Loyalty Programs are predicated on effective personalization strategies that create an effective engagement paradigm for the program early and adapt throughout the lifecycle of the customer and program through promotional campaigns, operative data driven segmentation and appropriate engagement thru measurable cadence management, listening and response process, all while being to do it at scale with limited resources and potential challenged around technology integration.
 
Key Discussion Topics:

• Personalization Technologies - Platforms members are using or considering
  • Personalized Video
  • Personalized Rewards, Experiences, and Offer Management
• How brands are looking at segmentation to drive personalization
  • Internal or External Models
• Measurement: Cost/Profitability/ROI
  • Build versus Buy
  • Socialization Efforts 

If there are additional topics you would like us to consider for subsequent Digital Roundtable – Personalization, Segmentation & Cadence Management meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk what they are seeing/ how they are approaching personalization, segmentation, and cadence management within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here

This meeting is a follow-up from the discussion on 9/7: Loyalty360 Digital Roundtable: Emotional Loyalty
 
Overview: There is a growing interest in emotional loyalty and how brands can build successful customer loyalty/engagement efforts to build emotional connections with members. This meeting will serve as a forum for Loyalty360 members to discuss challenges and opportunities pertaining to emotional loyalty, understand how others define emotional loyalty, and approaches to creating and sustaining emotional connections with customers. 
 
 Key Discussion Topics:  

• Current challenges of Emotional Loyalty within your organization
• Measurement and data points for Emotional Loyalty
• Driving Emotional Loyalty in an era of increased privacy regulations and customer expectations.

If there are additional topics you would like us to consider for subsequent emotional loyalty management meetings, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
**Members should come prepared to talk about what they are seeing/how they are approaching Emotional Loyalty within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here

Since it launched in 2007, the Scene+ program has been radically transformed… from a movies-focused program to an entertainment program to a lifestyle-focused customer engagement platform. Scene+ has members in more than 50% of Canadian households and is growing fast. Originally a partnership between Cineplex and Scotiabank, Scene+ has welcomed Empire as a third co-owner and now includes a wide range of program benefits and partners.
 
Scene+’s transformation was preceded by a conscious change in thinking about the program’s brand, vision, structure, and potential. And as it has evolved, Scene+ is changing the loyalty landscape in Canada for members, owners, and partners.
 
During this lunch and learn, Matthew Seagrim, SVP for Scene+, will reflect on 4 fundamental elements that created the momentum necessary to successfully transform.
 
Key Takeaways:

• By building the emotional core of your program's brand, you can differentiate the program in the eyes of your members and partners... and your team
• Transformation requires complete commitment to a vision and removal of friction that can impede your journey
• By changing how you think about your loyalty program or customer engagement strategy, you can dramatically increase its momentum

Meeting Link: https://us02web.zoom.us/j/88033684944

This is a meeting follow-up from the discussion on 11/16: Loyalty360 Digital Roundtable: Preference Centers and Privacy
 
Overview: As brands continue to improve their personalization efforts and find new ways to better understand their customers, preference centers and management have been of interest to brand members. While many brands may have some form of a “preference center,” many are part of the brand’s larger marketing strategy, and may be relatively simple, focusing on email cadence or allowing customers to opt into SMS campaigns.
 
Is there a way for brands to go beyond simple forms of preference management to better understand customers and their preferences to enhance personalization efforts? 
 
Key Discussion Topics: 

• What customer data can or should be managed through preference centers?
• Review 2022 Loyalty360 Brand Member research on Preference Centers. (link to questionnaire)
• How much of the preference center data can you leverage?
• Householding Opportunities: How to potentially manage different profiles within a household
  • How to serve up experiences to different household members
  • How to identify the individual users and their respective preferences and market to them accordingly

If there are additional topics you would like us to consider for subsequent preference management and personalization meeting, please let Carly (carlystemmer@loyalty360.org) or Mark (markjohnson@loyalty360.org) know.
 
** Members should come prepared to talk about what they are seeing/how they are approaching Customer Preference Management and Personalization within their organizations
 
** Link to the previous meeting – Recording and notes can be found in the Brand Panel here