• Brand to consumer interactions are growing in complexity and as such the relationships consumers have with brands are deepening and consumer expectations are increasing.  These new dynamics have shifted the role of loyalty marketing from a channel effort to making the entire customer... Read More

  • Overall customer satisfaction in the news today is often negative, and while that holds true across most sectors, the hospitality industry stands out with a generally high rate of satisfaction. Last summer, the American Customer Satisfaction Index reported its fifth consecutive decline in overall... Read More

  • Facebook is joining the ranks of Kik and Microsoft in attempting to generate literal conversation between automated technology and consumers via its chatbots for Facebook Messenger, which was recently announced at its much-discussed and widely attended F8 developer conference.   These... Read More

  • Google research reveals the average shopper consults 10.4 sources of information before making a purchase decision. Those sources include media, word-of-mouth, online reviews, websites, blogs and more—making it clear companies are no longer the primary source of information for their own... Read More

  • The shift from a product to a consumer focus is underway in automotive.  It is no longer just about the vehicle.  It is about the right vehicle and the right approach to mobility based on the range of individual consumer transportation needs and the ever-evolving options to meet these... Read More

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    For Rich Mohr, VP & Global Product Manager for Rental Operations at Ryder, customer retention is a critical piece of the customer loyalty puzzle. Mohr talked to Loyalty360 about this keen company focus and what role it plays at Ryder.Can you talk about Ryder’s current customer... Read More

  • From promoting consumer engagement to driving sales, loyalty programs have long been praised for their ability to impact the bottom line. But as more and more merchants introduce loyalty programs into their marketing strategies, it’s becoming difficult to find unique ways to keep consumers... Read More

  • Customer Retention: A Permanent Duty   A significant amount of time and money goes into investing in customer acquisition, while brands often neglect to invest in customer retention. All too often there is a distinct lack of importance placed on specifically targeting and rewarding... Read More

  • The days of hot meals and checked baggage on commercial flights are long gone – unless purchased separately, that is.   You’d think travelers would miss these amenities, once part and parcel of what made air travel so glamourous – but you’d be wrong. Today’s... Read More

  • Customer experience (CX) has come a long way from the days when one-size-fits-all communications served as a poor substitute for the kind of personal relationships customers enjoyed with their favorite local shop. Merchants now can leverage a more sophisticated level of intelligence and a deeper... Read More

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    The idea of traveling by train often conjures up quintessential notions of Americana. Gliding across the vast landscapes of this country can bring a dynamic range of landscapes into view, spectacular vistas unseen by other forms of travel and an exhilarating sense of adventure. There is an... Read More

  • The advent of digital innovation is changing almost every aspect of the customer engagement and marketing landscape. On one hand, there are more opportunities to engage potential consumers with highly personalized, targeted and relevant marketing and messaging communications through many... Read More

  • Customer loyalty is—and has to be—the top priority for any businesses. A 5% increase in customer retention can result in a 100% increase in profitability, according to Fred Reicheld of Bain and Company. And it’s seven times more expensive to acquire a new customer than to... Read More

  • Artemio Garza, Chief Brand Officer for Driven Brands, holding company of Meineke Car Care Centers, always strives to ensure the company innovates to propel customer satisfaction and service.  One of the biggest ways Meineke achieves that is through its loyalty program: Meineke Rewards... Read More

  • BRAND STRATEGY FOR SIX GENERATIONS OF CUSTOMERS   Businesses today need to map a larger “demographic spread” of customers. A report by the Organization for Economic Co-operation and Development (OECD) found increased life expectancy in OECD countries since 1960. We must... Read More

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    A focus on customer loyalty and the customer experience have always been top priorities for Caesars Entertainment. As a major player in the gaming and entertainment industry, Caesars faces competition from almost every angle. It is, therefore, crucial for Caesars to design and offer a customer... Read More

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    Everything is bigger in Texas, and the Dallas Cowboys football franchise is no exception. Fans are the backbone of the NFL, and the Cowboys are known for their exceptional customer engagement. Ranked by Forbes as the No. 1 most valuable sports franchise in the world, the Cowboys are at the... Read More

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    In recent years, casual dining restaurants have found that appealing to a generation that demands immediacy is a matter of providing effective, personalized and, above all else, time-efficient customer experience. Chili’s has made strides in this area, installing tabletop tablets that allow... Read More

  • Jamie L. Russo, Vice President, Loyalty Programs for Choice Hotels International knows the value of customer engagement. And members of the Choice Privileges loyalty program voiced their opinions about wanting to give back.Russo talked to Loyalty360 about how this unique partnership came to be... Read More