Feb 03 2016 | Loyalty Management: Articles
When a medium becomes digital, it becomes addressable at the household level, and then it becomes a growth market for Acxiom. That is according to Rick Erwin, president and general manager of Acxiom Audience Solutions. Targeting personalized and digitized customer engagement is at the heart...Read More
Feb 02 2016 | Loyalty Management: Articles
Every brand wants to have an internal culture that extolls shared values that permeate the entire company and the entire customer experience. That’s what exists at Publix Super Markets.Catering to and exceeding customer needs and expectations have evolved, and Publix has evolved along with...Read More
Feb 02 2016 | Loyalty Management: Articles
Former Delta Air Lines customer service executive Jerry Fletcher knows a little something about the power of social media, evidenced by the fact that he helped Delta become the only North American airline to achieve the J.D. Power Call Center certification for two years running.Fletcher joined...Read More
Jan 09 2016 | Loyalty Management: Articles
Innovation is such an important word in today’s loyalty marketing world, one that hinges creativity and brand success. For Allstate Corporation, innovation means everything.Orlando Mercado, Allstate’s Product Management Director, told Loyalty360 that introducing things like Allstate...Read More
Jan 04 2016 | Loyalty Management: Articles
Meredith Wenz, Director of Marketing for Auntie Anne’s, believes the company’s My Pretzel Perks loyalty program has far exceeded all expectations. Auntie Anne’s passionate brand advocates make the program vibrant and engaging.Loyalty360 caught up with Wenz to learn more about...Read More
Jan 04 2016 | Loyalty Management: Articles
Kevin Grant, CRO of Helpshift, the first B2C customer care solution for mobile apps, has many thoughts regarding how his company is re-imagining CRM for the post-PC era.Grant shared his thoughts on the subject with Loyalty360.How is Helpshift re-imagining CRM for the post-PC era?Grant: As more...Read More
Dec 04 2015 | Loyalty Management: Articles
Many marketers, intentionally or not, complicate matters that often lead to unfulfilling customer experiences. Keeping things simple and easy to follow for customers usually always leads to memorable customer experiences. Just ask Hertz. Jeff Foland, Senior Executive Vice President...Read More
Dec 02 2015 | Loyalty Management: Articles
Q: What recent new trend, technology or solution that promised to transform or improve customer experience or engagement has fallen short of expectations? No one would dispute that with the explosion of tools, technologies and solutions available today, it’s an exciting time to be a...Read More
Dec 01 2015 | Loyalty Management: Articles
For Stephanie Linville, Director, Market Intelligence, Quality & Training at Wheaton World Wide Moving | Bekins Van Lines, redesigning a customer survey has led to compelling customer experience insights in the past year.Loyalty360 caught up with Linville to learn more about this major...Read More
Dec 01 2015 | Loyalty Management: Articles
Officials for the San Francisco 49ers realize that to drive a successful loyalty program, they have to listen to their most important customers: The fans.The team’s loyalty program−Faithful 49−has achieved sparkling fan engagement since its inception in June 2014. Faithful 49...Read More
Nov 30 2015 | Loyalty Management: Articles
An enticing, attractive, and thoroughly rewarding customer loyalty program can go a long way toward forging a key point of differentiation for any brand. And for Peter Cobb, Founder/EVP Marketing for eBags.com, the fact that his company is a pure play means that “we have to win them...Read More
Nov 30 2015 | Loyalty Management: Articles
It’s always interesting for brands to hear what other brands are doing or thinking about the state of marketing, customer loyalty, customer engagement, technologies being used to reach certain goals, and the attendant challenges. Loyalty360 had the pleasure of interviewing three top...Read More
Nov 30 2015 | Loyalty Management: Articles
Everyone wants to be happy, and everyone wants a memorable experience wherever they go. At Hwy 55 Burgers, Shakes & Fries, those two aspirational goals come together in a seamless, wonderful way. Hwy 55 Burgers, Shakes & Fries has restaurants in eight states: North Carolina...Read More
Nov 30 2015 | Loyalty Management: Articles
When Heather Neary, Vice President of Global Marketing for Auntie Anne’s – the world’s largest hand-rolled soft pretzel franchise – wears her company shirt accompanied by its logo, the response is genuine and most appreciated. “Auntie Anne’s knows...Read More
Nov 30 2015 | Loyalty Management: Articles
Mission statements can often be an obligatory practice for many marketers that aren’t considered, in detail, on a daily basis.At the Bavarian Inn Lodge, located in Frankenmuth, MI, that is not the case.While many people may not have not heard of the Bavarian Inn Lodge, in April the company...Read More
Nov 30 2015 | Loyalty Management: Articles
When anyone hears the name Harley-Davidson, it immediately evokes two things: A revered motorcycle and consummate brand loyalty.For Shonna Smith, Marketing Director & Experience Coordinator, Blue Spring Harley-Davidson in Missouri, customer loyalty is nearly a given after someone purchases a...Read More
Nov 01 2015 | Loyalty Management: Articles
Customer loyalty can’t be defined in a single sentence, especially for marketers hoping to create emotional connections and long-lasting relationships. At FedEx, customer loyalty goes far beyond Net Promoter Scores.Loyalty360 caught up with Becky Huling, Vice President of Customer...Read More
Nov 01 2015 | Loyalty Management: Articles
Technology will always change, but providing quality content can significantly enhance customer engagement and brand loyalty. That’s the premise for Niemann Foods.Niemann Foods, operating under the County Market banner, is the first independent supermarket chain to install iBeacons in its...Read More
Nov 01 2015 | Loyalty Management: Articles
AARP is on a mission to help aging people live better lives. As a nonprofit organization, the social impact that AARP makes can be seen throughout its extremely diverse array of customer engagement efforts. From helping members manage finances and understand health care options, to assisting with...Read More
Nov 01 2015 | Loyalty Management: Articles
Analyzing volumes of customer data can be tedious and overwhelming for marketers. Focusing on what exactly a company measures within that data can significantly boost customer engagement and brand loyalty.Just ask Arby’s.Loyalty360 caught up with Brian Wallunas, Director, Digital &...Read More
Nov 01 2015 | Loyalty Management: Articles
Technology moves so fast these days that often marketers have to make difficult decisions on the fly. Stepping back and assessing those decisions thoroughly is a safer way to finding the right technology that can spark customer engagement and brand loyalty.Enter Maggie Lang, Senior Director of...Read More
Oct 01 2015 | Loyalty Management: Articles
For Tom Barton, Product Marketing Manager for Klein Tools, being mobile-friendly keeps company officials in tune with optimum customer engagement that can lead to brand loyalty.Loyalty360 caught up with Barton for a compelling interview about customer engagement and customer loyalty.Mobile...Read More
Oct 01 2015 | Loyalty Management: Articles
Staying on top of rapidly moving technologies, especially ones related to mobile, can be a daunting task for any loyalty marketer. For Orange Leaf Frozen Yogurt, company officials have taken a firm hold of this fast-moving technology and molded it so their customers receive the ultimate customer...Read More
Oct 01 2015 | Loyalty Management: Articles
What is the missing piece from the classic marketing funnel? Everyone talks about turning loyalty into new customers. What’s missing is the arrow that you see in marketing funnel diagrams that connect the bottom of the funnel to the top of the funnel. Build a great referral program, and you...Read More
Oct 01 2015 | Loyalty Management: Articles
True customer loyalty isn’t always about how fast a brand can innovate. Expedia officials believe there is another piece to the customer loyalty/customer engagement puzzle.Expedia CMO David Doctorow shared his thoughts on the subject with Loyalty360.Can you give us a high level overview of...Read More
Sep 01 2015 | Loyalty Management: Articles
There isn’t a perfect airline rewards loyalty program, but there are several that are more attractive to customers.U.S. News & World Report released its 2015 list of the Best Airline Rewards Programs. Loyalty360 caught up with Liz Weiss, Lead Travel Editor for Vacation Rankings, Cruises...Read More
Sep 01 2015 | Loyalty Management: Articles
Talking about customer loyalty, customer engagement, and customer experience is one thing. Executing on these massively important customer engagement tools is another.At Overstock.com, President Stormy Simon is fully engaged with the company’s customers and realizes the importance of...Read More
Sep 01 2015 | Loyalty Management: Articles
In a recent QSR benchmark study from InMoment, Pizza Hut was the only large brand that stood out for food satisfaction, value, and brand loyalty.Loyalty360 caught up with Doug Terfehr, Pizza Hut’s Public Relations Director, to find out what the company is doing well and where many of its...Read More
Aug 01 2015 | Loyalty Management: Articles
Scott Hudler, Vice President of Global Consumer Engagement at Dunkin’ Brands, told Loyalty360 that marketers are bombarded with customer data that can be overwhelming. The key, Hudler believes, is for brands to glean key actionable insights from customer data that can be used to tailor a...Read More
Aug 01 2015 | Loyalty Management: Articles
Steve Kietz, president of Inte Q, a leader in the loyalty and database marketing industry, is very excited about his company’s recent acquisition of Teleformix LLC, a leading developer of participant-funded customized loyalty and affinity solutions.The combined entity has current annualized...Read More
Aug 01 2015 | Loyalty Management: Articles
Officials for the Wyndham Rewards loyalty program wanted to find out who plans a better vacation: Adults or kids.A new national study from global hotel loyalty program Wyndham Rewards® says more than half of kids think they can do it better. And, while most kids believe they can do a better...Read More
Aug 01 2015 | Loyalty Management: Articles
How do the best brands show their customers love? Chances are, if a customer is a big fan of a particular retailer, restaurant, airline, or hotel, he or she is also a member of its loyalty program. But how often do those programs foster a connection to the company? Or a connection to the other...Read More
Jul 01 2015 | Loyalty Management: Articles
If there is one thing that officials at The Finish Line realize, it’s that there is no finish line when it comes to customer engagement, customer experience, and customer loyalty.Imran Jooma, Chief Omnichannel Officer, Executive Vice President at The Finish Line, engaged Loyalty360 in a...Read More
Jul 01 2015 | Loyalty Management: Articles
Red Lion Hotels Corporation prides itself on providing a unique and personalized customer experience. Everything about its Hello Rewards loyalty program revolves around meeting and exceeding customer expectations and desires.Loyalty360 caught up with RLHC Chief Marketing Officer Bill Linehan, who...Read More
Jul 01 2015 | Loyalty Management: Articles
The Wyndham Hotel Group stays on top of rapidly changing technologies to always provide the ultimate customer experience.But Noah Brodsky, Senior Vice President, Worldwide Loyalty and Engagement, Wyndham Worldwide told Loyalty360 that there is a common, seemingly simple, theme that permeates the...Read More
Jul 01 2015 | Loyalty Management: Articles
Aspire Lifestyles and the Luxury Marketing Council held a June webinar titled, “What Affluent Consumers Really Value in Customer Loyalty Programs.” During this webinar, Lori Byrne, SVP, Sales & Marketing, Aspire Lifestyles, reviewed 10 things that affluent customers really...Read More
Jul 01 2015 | Loyalty Management: Articles
For Kerry Hurff, Safelite AutoGlass AVP, Customer and Brand Technology, the company’s Customer Driven philosophy continues to create brand loyalty.Hurff talked to Loyalty360 about this and other customer loyalty-related themes in a recent interview.Can you give us a high level overview of...Read More
Jun 01 2015 | Loyalty Management: Articles
Viggle, the mobile entertainment marketing and rewards platform, is cashing in on its simplistic approach to customer experience that has captured the hearts and minds of millions of users.Via an app, Viggle users can earn points simply by watching TV and movies, listening to music, purchasing...Read More
Jun 01 2015 | Loyalty Management: Articles
InMoment, a customer experience optimization platform, is always trying to innovate around the customer. In keeping with that theme, the company recently launched two new and exciting tools: Global Text Analytics and The CX Analyst Tool.Moving beyond the metrics to understanding customer insights...Read More
Jun 01 2015 | Loyalty Management: Articles
Loyalty360 always wants to provide marketers commentary on current trends related to loyalty marketing.Ned Moore, co-founder & CEO, Clutch offered his unique and expert views on various topics related to loyalty marketing, customer engagement, and what the marketplace wants.From your...Read More
Dec 08 2014 | Loyalty Management: Articles
Safelite AutoGlass exceeds most marketers when it comes to brand messaging, providing a customer-centric culture, leveraging key customer insights, and delivering memorable customer experiences.Direct evidence of Safelite’s prowess in these areas came during the Loyalty360 CX Awards at...Read More
Dec 08 2014 | Loyalty Management: Articles
Aramark Corp., the food services and facilities management firm, walked away from the Loyalty360 Engagement & Experience Expo last month in Dallas with the Platinum award in the Customer-centric category of the CX Awards.Marketers everywhere always want to know how to become more customer...Read More
Dec 08 2014 | Loyalty Management: Articles
As the San Francisco 49ers desperately try and stay in the playoff picture as the regular season wanes toward completion, the team’s new loyalty program−Faithful 49−has achieved sparkling fan engagement since its inception in mid-June.As with every good customer loyalty program,...Read More
Dec 01 2014 | Loyalty Management: Articles
In the aftermath of the recession of the late 2000s, retailers across the country were faced with the challenge of examining how they could engage with customers in smarter ways that would drive long-term loyalty. For Raley’s, this was an opportunity to return to its roots by providing...Read More
Dec 01 2014 | Loyalty Management: Articles
Cirque du Soleil might very well embody the meaning of the phrase customer engagement and serve as a beacon for experiential marketing.Connecting and engaging with customers on an emotional level is fast becoming a key differentiator in the world of customer loyalty and customer experience...Read More
Dec 01 2014 | Loyalty Management: Articles
BeautyKind.us is a new way to shop for beauty products that enables consumers to buy prestige makeup, skincare, fragrances, hair and nail products, and 5% of the purchase price of every product will be donated to the cause of the customer’s choice. Created to integrate cause within commerce...Read More
Dec 01 2014 | Loyalty Management: Articles
Global Hotel Alliance, which took home two silver awards at the inaugural Loyalty360 CX Awards at the 4th Annual Loyalty360 Engagement & Experience Expo, holds a steady eye toward the Customer Experience.Kristi Gole, Director of Loyalty Marketing, Global Hotel Alliance (GHA) shared with...Read More
Nov 01 2014 | Loyalty Management: Articles
Sporting Kansas City, champions of MLS (Major League Soccer) in 2013, has such a compelling and efficient technology system installed at its Sporting Park stadium that it has attracted fans from the SEC (Southeastern Conference)−the best college football conference in the country.Shawn...Read More
Nov 01 2014 | Loyalty Management: Articles
The Buffalo Sabres launched a customer loyalty program called Sabres Fan Advantage, the third phase in a complete direct marketing overhaul, according to Scott Miner, the team’s Director of Information Technologies.Miner acknowledged the following individuals who played huge roles in the...Read More
Nov 01 2014 | Loyalty Management: Articles
Erica Thompson Moran recently joinedKobie Marketing as a Retail Advisory Consultant, bringing 20 years of experience in the retail marketing industry. Erica participated in a fascinating Q&A with Loyalty360 to discuss retail trends, insights, customer experience, and the state of the...Read More
Oct 01 2014 | Loyalty Management: Articles
Kelly Taggart, Director, Customer Experience, Bond Brand Loyalty participated in a fascinating Q&A with Loyalty360 to discuss a variety of trending topics in the loyalty industry.What are the keys for companies to best engage their employees with an eye toward delivering exemplary...Read More
Oct 01 2014 | Loyalty Management: Articles
The Choice Privileges customer loyalty program for Choice Hotels International surpassed the 20 million member global milestone in late May, and celebrated three consecutive years of placing in the Top 2 rankings for Best Hotel Rewards program at the annual Freddie Awards.Robert McDowell, Senior...Read More
Oct 01 2014 | Loyalty Management: Articles
For more than 20 years, Pizza Patrón has been committed to celebrating the diversity of the Latin culture. While most companies merely market to Hispanics, Pizza Patrón’s entire brand is centered on creating a unique experience that respects and honors the multifaceted...Read More
Sep 02 2014 | Loyalty Today
It had been six years since my wife and I had been to a concert together, so last Thursday night was a very special evening for us. We live in Connecticut and we were headed to the grand opening of a new, intimate concert hall in Hartford called Infinity Hall.We were going to see the band, Toad...Read More
Sep 01 2014 | Loyalty Management: Articles
Outdoor sporting goods and apparel merchant Moosejaw is known for its solid messaging, interactive and energetic marketing, not taking itself too seriously, and making customers laugh. Customer engagement may be the goal of most brands, but for Moosejaw, it is the heart and soul of the company...Read More
Sep 01 2014 | Loyalty Management: Articles
Online floral marketer BloomNation.com has made great strides in the past 18 months, and will soon be releasing an app for florists and a loyalty program looms large on the horizon.BloomNation officials want to transform the online customer experience related to buying flowers. With larger floral...Read More
Sep 01 2014 | Loyalty Management: Articles
Loyalty360 had an opportunity to sit down with Paul Lacap, who is the Director, Product Innovation & Marketing Services at IC Group.Lacap is responsible for helping teams develop and deliver marketing strategy, products, and services. Previously, Lacap served as an Interactive Program Manager...Read More
Aug 27 2014 | Loyalty Today
Here at Loyalty360, we cover the auto industry as it pertains to customer loyalty, customer experience, and customer engagement quite extensively.For example, back in June we wrote about the J.D. Power 2014 U.S. Initial Quality Study (IQS) that revealed the number of problems experienced by new...Read More
Aug 20 2014 | Loyalty Today
I came across an item on Monday from a Google Alert that related to a Bitcoin Forum that published the following email:“Hi there, I’m the CIO of Sears Canada and interested in learning about how you have used digital currency as we are exploring ways to use digital currency as a...Read More
Aug 07 2014 | Loyalty Today
For more than 200 years, thoroughbreds have been racing at Goodwood Racecourse in West Sussex, England, about 60 miles from London. This iconic five-day race meeting is a customer attraction like no other for racing fans in England and throughout Europe.Affectionately known as “Glorious...Read More
Jul 04 2014 | Loyalty Today
Here at Loyalty360, we talk extensively to brands and vendors alike about customer loyalty, customer engagement, and customer experience. And more recently, the buzz centers on driving deeper, emotional connections with customers.Nothing on this planet exemplifies all of these items like the...Read More
Jun 01 2014 | Loyalty Management: Articles
For Jack Kennamer, president of LOC Enterprises, LLC, the first truly universal loyalty card system that eliminates the need for consumers to carry multiple loyalty cards to receive merchant rewards and benefits can be a “game-changer” in the merchant loyalty arena.But Kennamer is...Read More
Jun 01 2014 | Loyalty Management: Articles
When Loyalty360 interviewed Andrew Ashman, Global Consumer Experience Manager for Ford Motor Company, late last year he said the company had conducted a plethora of research to determine the best way to move from merely satisfying customers, into the space of loyalty.Ashman told Loyalty360 the...Read More
Apr 17 2014 | Loyalty Today
Full disclosure: I am from Connecticut, have lived in Connecticut my whole life, and have been an incredibly loyal fan of the University of Connecticut men’s basketball team ever since it played its former New England rivals like Boston College, UMass, Holy Cross, Providence, New Hampshire,...Read More
Apr 07 2014 | Loyalty Management: Articles
Brands make emotional connections with customers through the heart, not the wallet. One year ago in an article titled, “2013 Predictions for the Customer Experience Industry,” Forrester Research said emotional insights will take center stage with the idea that happy customers are more...Read More
Apr 07 2014 | Loyalty Management: Articles
Many marketers use deep discounting and promotional strategies that can be damaging to brands and confusing to consumers. A new report from Experian Marketing Services, a global provider of integrated consumer insight, targeting, data quality and cross-channel marketing, focuses on a...Read More
Apr 07 2014 | Loyalty Management: Articles
The Jockey Rewards loyalty program was implemented in 1996, but Oldenburger-Henning says the program will be reviewed as well as current CRM efforts this year to refine the overall process to better match customer expectations.“Are we light years ahead of everyone? Probably not,”...Read More
Apr 07 2014 | Loyalty Management: Articles
For Justin Tidmarsh, director of customer loyalty for women’s apparel merchant Chico’s, satisfying every customer need in every channel remains the company’s prominent goal – especially considering the large number of Chico’s customers ...Read More
Mar 21 2014 | Loyalty Today
As I exited the elevator toward the lobby of the Hyatt Regency Grand Cypress in Orlando, Florida Wednesday evening, the entire N.C. State basketball team was walking in, proudly carrying pizzas for their dinner. March Madness had, quite literally, entered the building, yet the memories of a...Read More
Mar 04 2014 | Loyalty Management: Articles
Barry Altland, Manager, Learning and Organizational Development, Community Health Centers, Inc., will be one of the featured speakers during a session at the 7th Annual Loyalty Expo, presented by Loyalty360 – The Loyalty Marketer’s Association. The event will be held March 17-19, 2014...Read More
Feb 11 2014 | Loyalty Today
I have been a huge fan of movies my whole life and consider myself a film historian who appreciates the subtleties and nuances of great actors. Many of the greatest actors in the past century−from Spencer Tracy to Claude Rains to Marlon Brando to Robert De Niro to Daniel Day-Lewis&minus...Read More
Feb 03 2014 | Loyalty Management: Articles
Since Patxi’s Pizza, a pizza chain with 12 locations in California and Colorado, launched a mobile loyalty program one year ago, there has been a noticeable uptick in customer spend and frequency of visits, according to marketing manager Jordana Heinke.Heinke told Loyalty360 she uses the...Read More
Feb 03 2014 | Loyalty Management: Articles
As Peter Cobb, Founder/EVP Marketing, eBags.com told Loyalty360, customer engagement and providing a great customer experience equates to “the centerpiece of survival for a lot of us.”It’s getting more expensive to acquire new customers, Cobb explains.“We’re a pure...Read More
Jan 22 2014 | Loyalty Management: Articles
BEAUTY INSIDER launched in 2007 as a way of thanking clients with special products, exclusive events, and an all-access pass to personalized beauty. In 2009, Sephora launched V.I.B. [Very Important Beauty Insider], a premium level for Beauty Insiders giving clients access to exclusive gifts...Read More
Jan 22 2014 | Loyalty Management: Articles
For Eben Sermon, Director Relationship Marketing and Loyalty (EU) at eBay, maintaining and enhancing a companywide customer-centric focus is a daily and ongoing goal. Sermon says brands also need to stay on top of challenges associated with tracking mobile and social interactions, and...Read More
Jan 22 2014 | Loyalty Management: Articles
All brands could learn a thing or two about commitment, ongoing engagement, personalized experiences, a sense of community, and fierce loyalty from Birmingham, AL-based Iron Tribe Fitness.Iron Tribe COO Jim Cavale, who was one of the company’s first clients nearly four years ago, says there...Read More
Jan 22 2014 | Loyalty Management: Articles
Shawn Bloom, General Manager for the SCENE loyalty program movie rewards program, told Loyalty 360 that mobile customer engagement is “top of mind” for his company.“We’ve certainly embraced mobile as a platform to provide convenience for our members,” Bloom said...Read More
Jan 22 2014 | Loyalty Management: Articles
As President of Connexions Loyalty, Scott Lazear is responsible for the overall growth and strategic direction of the organization, including the product roadmap, global expansion and core business relationships. Scott joined the company in 1991 and has over two decades of experience in...Read More
Jan 07 2014 | Loyalty Today
This might appear to be a small, insignificant example of a memorable customer experience as it doesn’t involve any household retailer’s name or Fortune 500 company. But for my wife, Amy, myself, and our two daughters, it served as a vehicle for long-term customer loyalty.We live in...Read More
Jan 03 2014 | Loyalty Management: Articles
Accurately determining the value that content brings to a company is something we’ve heard many marketers say they are struggling with. Nearly all brands, across all industries and verticals, are expected to have a presence on social media (not to mention the traditional marketing channels)...Read More
Dec 10 2013 | Loyalty Management: Articles
The rising popularity in digital gift cards doesn’t just coincide with the current holiday season, according to Mike Fletcher, SVP Marketing and Sales, Digital Solutions, for InComm.Fletcher told Loyalty 360 that digital gift cards are “most definitely” rising in popularity in...Read More
Dec 04 2013 | Loyalty Management: Articles
The traditional print newspaper isn’t nearly as popular as it once was throughout the U.S. But don’t tell that to officials at the Post-Bulletin – an afternoon daily paper based in Rochester, MN that recently launched a new customer loyalty program called Inner Circle.Inner...Read More
Dec 03 2013 | Loyalty Management: Articles
Brian Piccolo, Manager, Digital Strategic Services at Liberty Mutual, told attendees at the 3rd Annual Engagement & Experience Expo, presented by Loyalty 360 – The Loyalty Marketer’s Association, that given the competitive nature of the insurance industry...Read More
Dec 02 2013 | Loyalty Management: Articles
Women’s apparel merchant Chico’s has had a loyalty program for about 20 years, according to Justin Tidmarsh, the company’s director of brand loyalty. Tidmarsh told Loyalty 360 that a primary driver of loyalty at Chico’s is the relationship between store associates and...Read More
Dec 02 2013 | Loyalty Management: Articles
Nearly two-thirds of Hispanic shoppers' social posts about loyalty programs occur after a purchase has been made, and as much as 20% of the conversation around loyalty programs comes from non-members, according to a new study released by omni-channel loyalty and engagement platform PunchTab...Read More
Dec 02 2013 | Loyalty Management: Articles
More and more, online consumers are impatient when trying to purchase online. Many expect answers to their problems instantly, similar to the type of help they would get in-store, suggesting that email and phone customer services alone are not sufficient. Not only will online shoppers leave a...Read More
Oct 16 2013 | Loyalty Management: Articles
Pizza Hut officials realize that focusing on the customer can only lead to positive results. The company targets customers through mobile, social, and in-store.Juliana Lim, Senior Marketing Director at Pizza Hut, told Loyalty 360 that Pizza Hut has a large and frequent customer base, and reaching...Read More
Oct 15 2013 | Loyalty Management: Articles
U.K. Blockbuster has launched a new customer loyalty program – VIP Rewards – as part of a revamped business model after the company was acquired by Gordon Brothers Europe earlier this year.Malachi Simons, Head of Online & Customer Experience for Blockbuster, told Loyalty 360 that...Read More
Oct 01 2013 | Loyalty Management: Articles
Hotels.com, which began as a contact center more than 20 years ago, is now a leading provider of hotel accommodations worldwide, offering reservation services through its own network of localized websites and telephone contact centers. Its contact center roots may be the reason for its...Read More
Sep 30 2013 | Loyalty Management: Articles
Launching a co-branded credit card program may not be a big deal in the U.S., but in Canada it’s a bit different especially when a non-bank – Toronto-based telecommunications company Rogers Communications – is involved, according to Sean Collins, Managing Member of Wellesley, MA...Read More
Sep 12 2013 | Loyalty Management: Articles
Effectively listening to your customers is becoming the single most differentiating factor among brands today. Loyalty is about behavior and the challenge for marketers is to understand their customers along with the rapidly changing landscape.
Customer-centricity has become a massive buzzword...Read More
Sep 12 2013 | Loyalty Management: Articles
Jim Dicso, President & Chief Revenue Officer at SundaySky, will be a featured speaker at the Engagement & Experience Expo, which will be held Nov. 5-7, 2013 at the Westin Galleria in Dallas, Texas. Dicso participated in a Q&A with Loyalty 360 and offered insights connected to his...Read More
Sep 12 2013 | Loyalty Management: Articles
Brian Piccolo, Manager, Digital Strategic Services at Liberty Mutual, will be a featured speaker at the Engagement & Experience Expo, which will be held Nov. 5-7, 2013 at the Westin Galleria in Dallas, Texas. Dicso participated in a Q&A with Loyalty 360 and offered insights connected to...Read More
Sep 03 2013 | Loyalty Management: Articles
Matt Wroblewski, Director of Market Research, VWR International – a global laboratory supplies and distribution company – said during the Aug. 6 Loyalty 360 webinar, “Building a Holistic Voice of the Customer Program,” that his company didn’t have any formal customer...Read More
Jul 31 2013 | Loyalty Management: Articles
When developing or enhancing a loyalty program, brands should focus on their most loyal customers – and not on acquiring new ones, according to David Robinson, senior marketing lecturer at the University of California-Berkeley.
Robinson told Loyalty 360 that customer acquisition and...Read More
Jul 31 2013 | Loyalty Management: Articles
Customer information is the biggest gift marketers have ever received, according to LoyaltyOne President Bryan Pearson."Big Data and small data, creating meaningful value, expanding data and segregating it really is powerful,” Pearson told Loyalty 360. “I think this is the Renaissance...Read More
Jul 31 2013 | Loyalty Management: Articles
Canadians would buy more from brands if they were presented with promotional offers on their smartphones while out shopping, according to a new report conducted by SAS/Leger.
According to the report, 38% of Canadians surveyed indicated they would buy both an item they were purchasing and a...Read More
May 31 2013 | Loyalty Management: Articles
When Bill Elliott joined intimate apparel merchant Bare Necessities last August, the only data available was at the transactional level. Elliott, VP Direct Marketing, CRM, and Email, told Loyalty 360 that since then Bare Necessities has been busy building an in-house database with the ultimate...Read More
May 01 2013 | Loyalty Management: Articles
Brands often speak of their identities as they relate to their customers. But in this day and age creating a powerful, lasting social identity is crucial for current and future success.
Lawrence I. Lerner, President of management consultancy LLBC, told Loyalty 360 that a lost or stolen...Read More
Mar 15 2013 | Loyalty Today
Brands always talk about delivering a memorable customer experience, personalizing it to the point where afterward the recipient spouts glowing accolades and referrals. While marketers speak endlessly about making a personal connection and being customer-centric, it takes a story like the one...Read More
Aug 01 2012 | Loyalty Management: Articles
On July 11, 2012 Loyalty 360 member Merkle - a leading customer relationship marketing (CRM) firm announced their acquisition of mobile solutions provider 5th Finger.An authority on innovative mobile retail solutions, 5th Finger drives mobile enabled revenue for top retailers, such as Jos. A...Read More
Feb 03 2016
When a medium becomes digital, it becomes addressable at the household level, and then it becomes a growth market for Acxiom. That is according to Rick Erwin, president and general manager of Acxiom Audience Solutions. Targeting personalized and digitized customer engagement is at the heart...Read More
Feb 02 2016
Every brand wants to have an internal culture that extolls shared values that permeate the entire company and the entire customer experience. That’s what exists at Publix Super Markets.Catering to and exceeding customer needs and expectations have evolved, and Publix has evolved along with...Read More
Feb 02 2016
Former Delta Air Lines customer service executive Jerry Fletcher knows a little something about the power of social media, evidenced by the fact that he helped Delta become the only North American airline to achieve the J.D. Power Call Center certification for two years running.Fletcher joined...Read More
Jan 09 2016
Innovation is such an important word in today’s loyalty marketing world, one that hinges creativity and brand success. For Allstate Corporation, innovation means everything.Orlando Mercado, Allstate’s Product Management Director, told Loyalty360 that introducing things like Allstate...Read More
Jan 04 2016
Meredith Wenz, Director of Marketing for Auntie Anne’s, believes the company’s My Pretzel Perks loyalty program has far exceeded all expectations. Auntie Anne’s passionate brand advocates make the program vibrant and engaging.Loyalty360 caught up with Wenz to learn more about...Read More
Jan 04 2016
Kevin Grant, CRO of Helpshift, the first B2C customer care solution for mobile apps, has many thoughts regarding how his company is re-imagining CRM for the post-PC era.Grant shared his thoughts on the subject with Loyalty360.How is Helpshift re-imagining CRM for the post-PC era?Grant: As more...Read More
Dec 04 2015
Many marketers, intentionally or not, complicate matters that often lead to unfulfilling customer experiences. Keeping things simple and easy to follow for customers usually always leads to memorable customer experiences. Just ask Hertz. Jeff Foland, Senior Executive Vice President...Read More
Dec 02 2015
Q: What recent new trend, technology or solution that promised to transform or improve customer experience or engagement has fallen short of expectations? No one would dispute that with the explosion of tools, technologies and solutions available today, it’s an exciting time to be a...Read More
Dec 01 2015
For Stephanie Linville, Director, Market Intelligence, Quality & Training at Wheaton World Wide Moving | Bekins Van Lines, redesigning a customer survey has led to compelling customer experience insights in the past year.Loyalty360 caught up with Linville to learn more about this major...Read More
Dec 01 2015
Officials for the San Francisco 49ers realize that to drive a successful loyalty program, they have to listen to their most important customers: The fans.The team’s loyalty program−Faithful 49−has achieved sparkling fan engagement since its inception in June 2014. Faithful 49...Read More
Nov 30 2015
An enticing, attractive, and thoroughly rewarding customer loyalty program can go a long way toward forging a key point of differentiation for any brand. And for Peter Cobb, Founder/EVP Marketing for eBags.com, the fact that his company is a pure play means that “we have to win them...Read More
Nov 30 2015
It’s always interesting for brands to hear what other brands are doing or thinking about the state of marketing, customer loyalty, customer engagement, technologies being used to reach certain goals, and the attendant challenges. Loyalty360 had the pleasure of interviewing three top...Read More
Nov 30 2015
Everyone wants to be happy, and everyone wants a memorable experience wherever they go. At Hwy 55 Burgers, Shakes & Fries, those two aspirational goals come together in a seamless, wonderful way. Hwy 55 Burgers, Shakes & Fries has restaurants in eight states: North Carolina...Read More
Nov 30 2015
When Heather Neary, Vice President of Global Marketing for Auntie Anne’s – the world’s largest hand-rolled soft pretzel franchise – wears her company shirt accompanied by its logo, the response is genuine and most appreciated. “Auntie Anne’s knows...Read More
Nov 30 2015
Mission statements can often be an obligatory practice for many marketers that aren’t considered, in detail, on a daily basis.At the Bavarian Inn Lodge, located in Frankenmuth, MI, that is not the case.While many people may not have not heard of the Bavarian Inn Lodge, in April the company...Read More
Nov 30 2015
When anyone hears the name Harley-Davidson, it immediately evokes two things: A revered motorcycle and consummate brand loyalty.For Shonna Smith, Marketing Director & Experience Coordinator, Blue Spring Harley-Davidson in Missouri, customer loyalty is nearly a given after someone purchases a...Read More
Nov 01 2015
Customer loyalty can’t be defined in a single sentence, especially for marketers hoping to create emotional connections and long-lasting relationships. At FedEx, customer loyalty goes far beyond Net Promoter Scores.Loyalty360 caught up with Becky Huling, Vice President of Customer...Read More
Nov 01 2015
Technology will always change, but providing quality content can significantly enhance customer engagement and brand loyalty. That’s the premise for Niemann Foods.Niemann Foods, operating under the County Market banner, is the first independent supermarket chain to install iBeacons in its...Read More
Nov 01 2015
AARP is on a mission to help aging people live better lives. As a nonprofit organization, the social impact that AARP makes can be seen throughout its extremely diverse array of customer engagement efforts. From helping members manage finances and understand health care options, to assisting with...Read More
Nov 01 2015
Analyzing volumes of customer data can be tedious and overwhelming for marketers. Focusing on what exactly a company measures within that data can significantly boost customer engagement and brand loyalty.Just ask Arby’s.Loyalty360 caught up with Brian Wallunas, Director, Digital &...Read More
Nov 01 2015
Technology moves so fast these days that often marketers have to make difficult decisions on the fly. Stepping back and assessing those decisions thoroughly is a safer way to finding the right technology that can spark customer engagement and brand loyalty.Enter Maggie Lang, Senior Director of...Read More
Oct 01 2015
For Tom Barton, Product Marketing Manager for Klein Tools, being mobile-friendly keeps company officials in tune with optimum customer engagement that can lead to brand loyalty.Loyalty360 caught up with Barton for a compelling interview about customer engagement and customer loyalty.Mobile...Read More
Oct 01 2015
Staying on top of rapidly moving technologies, especially ones related to mobile, can be a daunting task for any loyalty marketer. For Orange Leaf Frozen Yogurt, company officials have taken a firm hold of this fast-moving technology and molded it so their customers receive the ultimate customer...Read More
Oct 01 2015
What is the missing piece from the classic marketing funnel? Everyone talks about turning loyalty into new customers. What’s missing is the arrow that you see in marketing funnel diagrams that connect the bottom of the funnel to the top of the funnel. Build a great referral program, and you...Read More
Oct 01 2015
True customer loyalty isn’t always about how fast a brand can innovate. Expedia officials believe there is another piece to the customer loyalty/customer engagement puzzle.Expedia CMO David Doctorow shared his thoughts on the subject with Loyalty360.Can you give us a high level overview of...Read More
Sep 01 2015
There isn’t a perfect airline rewards loyalty program, but there are several that are more attractive to customers.U.S. News & World Report released its 2015 list of the Best Airline Rewards Programs. Loyalty360 caught up with Liz Weiss, Lead Travel Editor for Vacation Rankings, Cruises...Read More
Sep 01 2015
Talking about customer loyalty, customer engagement, and customer experience is one thing. Executing on these massively important customer engagement tools is another.At Overstock.com, President Stormy Simon is fully engaged with the company’s customers and realizes the importance of...Read More
Sep 01 2015
In a recent QSR benchmark study from InMoment, Pizza Hut was the only large brand that stood out for food satisfaction, value, and brand loyalty.Loyalty360 caught up with Doug Terfehr, Pizza Hut’s Public Relations Director, to find out what the company is doing well and where many of its...Read More
Aug 01 2015
Scott Hudler, Vice President of Global Consumer Engagement at Dunkin’ Brands, told Loyalty360 that marketers are bombarded with customer data that can be overwhelming. The key, Hudler believes, is for brands to glean key actionable insights from customer data that can be used to tailor a...Read More
Aug 01 2015
Steve Kietz, president of Inte Q, a leader in the loyalty and database marketing industry, is very excited about his company’s recent acquisition of Teleformix LLC, a leading developer of participant-funded customized loyalty and affinity solutions.The combined entity has current annualized...Read More
Aug 01 2015
Officials for the Wyndham Rewards loyalty program wanted to find out who plans a better vacation: Adults or kids.A new national study from global hotel loyalty program Wyndham Rewards® says more than half of kids think they can do it better. And, while most kids believe they can do a better...Read More
Aug 01 2015
How do the best brands show their customers love? Chances are, if a customer is a big fan of a particular retailer, restaurant, airline, or hotel, he or she is also a member of its loyalty program. But how often do those programs foster a connection to the company? Or a connection to the other...Read More
Jul 01 2015
If there is one thing that officials at The Finish Line realize, it’s that there is no finish line when it comes to customer engagement, customer experience, and customer loyalty.Imran Jooma, Chief Omnichannel Officer, Executive Vice President at The Finish Line, engaged Loyalty360 in a...Read More
Jul 01 2015
Red Lion Hotels Corporation prides itself on providing a unique and personalized customer experience. Everything about its Hello Rewards loyalty program revolves around meeting and exceeding customer expectations and desires.Loyalty360 caught up with RLHC Chief Marketing Officer Bill Linehan, who...Read More
Jul 01 2015
The Wyndham Hotel Group stays on top of rapidly changing technologies to always provide the ultimate customer experience.But Noah Brodsky, Senior Vice President, Worldwide Loyalty and Engagement, Wyndham Worldwide told Loyalty360 that there is a common, seemingly simple, theme that permeates the...Read More
Jul 01 2015
Aspire Lifestyles and the Luxury Marketing Council held a June webinar titled, “What Affluent Consumers Really Value in Customer Loyalty Programs.” During this webinar, Lori Byrne, SVP, Sales & Marketing, Aspire Lifestyles, reviewed 10 things that affluent customers really...Read More
Jul 01 2015
For Kerry Hurff, Safelite AutoGlass AVP, Customer and Brand Technology, the company’s Customer Driven philosophy continues to create brand loyalty.Hurff talked to Loyalty360 about this and other customer loyalty-related themes in a recent interview.Can you give us a high level overview of...Read More
Jun 01 2015
Viggle, the mobile entertainment marketing and rewards platform, is cashing in on its simplistic approach to customer experience that has captured the hearts and minds of millions of users.Via an app, Viggle users can earn points simply by watching TV and movies, listening to music, purchasing...Read More
Jun 01 2015
InMoment, a customer experience optimization platform, is always trying to innovate around the customer. In keeping with that theme, the company recently launched two new and exciting tools: Global Text Analytics and The CX Analyst Tool.Moving beyond the metrics to understanding customer insights...Read More
Jun 01 2015
Loyalty360 always wants to provide marketers commentary on current trends related to loyalty marketing.Ned Moore, co-founder & CEO, Clutch offered his unique and expert views on various topics related to loyalty marketing, customer engagement, and what the marketplace wants.From your...Read More
Dec 08 2014
Safelite AutoGlass exceeds most marketers when it comes to brand messaging, providing a customer-centric culture, leveraging key customer insights, and delivering memorable customer experiences.Direct evidence of Safelite’s prowess in these areas came during the Loyalty360 CX Awards at...Read More
Dec 08 2014
Aramark Corp., the food services and facilities management firm, walked away from the Loyalty360 Engagement & Experience Expo last month in Dallas with the Platinum award in the Customer-centric category of the CX Awards.Marketers everywhere always want to know how to become more customer...Read More
Dec 08 2014
As the San Francisco 49ers desperately try and stay in the playoff picture as the regular season wanes toward completion, the team’s new loyalty program−Faithful 49−has achieved sparkling fan engagement since its inception in mid-June.As with every good customer loyalty program,...Read More
Dec 01 2014
In the aftermath of the recession of the late 2000s, retailers across the country were faced with the challenge of examining how they could engage with customers in smarter ways that would drive long-term loyalty. For Raley’s, this was an opportunity to return to its roots by providing...Read More
Dec 01 2014
Cirque du Soleil might very well embody the meaning of the phrase customer engagement and serve as a beacon for experiential marketing.Connecting and engaging with customers on an emotional level is fast becoming a key differentiator in the world of customer loyalty and customer experience...Read More
Dec 01 2014
BeautyKind.us is a new way to shop for beauty products that enables consumers to buy prestige makeup, skincare, fragrances, hair and nail products, and 5% of the purchase price of every product will be donated to the cause of the customer’s choice. Created to integrate cause within commerce...Read More
Dec 01 2014
Global Hotel Alliance, which took home two silver awards at the inaugural Loyalty360 CX Awards at the 4th Annual Loyalty360 Engagement & Experience Expo, holds a steady eye toward the Customer Experience.Kristi Gole, Director of Loyalty Marketing, Global Hotel Alliance (GHA) shared with...Read More
Nov 01 2014
Sporting Kansas City, champions of MLS (Major League Soccer) in 2013, has such a compelling and efficient technology system installed at its Sporting Park stadium that it has attracted fans from the SEC (Southeastern Conference)−the best college football conference in the country.Shawn...Read More
Nov 01 2014
The Buffalo Sabres launched a customer loyalty program called Sabres Fan Advantage, the third phase in a complete direct marketing overhaul, according to Scott Miner, the team’s Director of Information Technologies.Miner acknowledged the following individuals who played huge roles in the...Read More
Nov 01 2014
Erica Thompson Moran recently joinedKobie Marketing as a Retail Advisory Consultant, bringing 20 years of experience in the retail marketing industry. Erica participated in a fascinating Q&A with Loyalty360 to discuss retail trends, insights, customer experience, and the state of the...Read More
Oct 01 2014
Kelly Taggart, Director, Customer Experience, Bond Brand Loyalty participated in a fascinating Q&A with Loyalty360 to discuss a variety of trending topics in the loyalty industry.What are the keys for companies to best engage their employees with an eye toward delivering exemplary...Read More
Oct 01 2014
The Choice Privileges customer loyalty program for Choice Hotels International surpassed the 20 million member global milestone in late May, and celebrated three consecutive years of placing in the Top 2 rankings for Best Hotel Rewards program at the annual Freddie Awards.Robert McDowell, Senior...Read More
Oct 01 2014
For more than 20 years, Pizza Patrón has been committed to celebrating the diversity of the Latin culture. While most companies merely market to Hispanics, Pizza Patrón’s entire brand is centered on creating a unique experience that respects and honors the multifaceted...Read More
Sep 01 2014
Outdoor sporting goods and apparel merchant Moosejaw is known for its solid messaging, interactive and energetic marketing, not taking itself too seriously, and making customers laugh. Customer engagement may be the goal of most brands, but for Moosejaw, it is the heart and soul of the company...Read More
Sep 01 2014
Online floral marketer BloomNation.com has made great strides in the past 18 months, and will soon be releasing an app for florists and a loyalty program looms large on the horizon.BloomNation officials want to transform the online customer experience related to buying flowers. With larger floral...Read More
Sep 01 2014
Loyalty360 had an opportunity to sit down with Paul Lacap, who is the Director, Product Innovation & Marketing Services at IC Group.Lacap is responsible for helping teams develop and deliver marketing strategy, products, and services. Previously, Lacap served as an Interactive Program Manager...Read More
Jun 01 2014
For Jack Kennamer, president of LOC Enterprises, LLC, the first truly universal loyalty card system that eliminates the need for consumers to carry multiple loyalty cards to receive merchant rewards and benefits can be a “game-changer” in the merchant loyalty arena.But Kennamer is...Read More
Jun 01 2014
When Loyalty360 interviewed Andrew Ashman, Global Consumer Experience Manager for Ford Motor Company, late last year he said the company had conducted a plethora of research to determine the best way to move from merely satisfying customers, into the space of loyalty.Ashman told Loyalty360 the...Read More
Apr 07 2014
Brands make emotional connections with customers through the heart, not the wallet. One year ago in an article titled, “2013 Predictions for the Customer Experience Industry,” Forrester Research said emotional insights will take center stage with the idea that happy customers are more...Read More
Apr 07 2014
Many marketers use deep discounting and promotional strategies that can be damaging to brands and confusing to consumers. A new report from Experian Marketing Services, a global provider of integrated consumer insight, targeting, data quality and cross-channel marketing, focuses on a...Read More
Apr 07 2014
The Jockey Rewards loyalty program was implemented in 1996, but Oldenburger-Henning says the program will be reviewed as well as current CRM efforts this year to refine the overall process to better match customer expectations.“Are we light years ahead of everyone? Probably not,”...Read More
Apr 07 2014
For Justin Tidmarsh, director of customer loyalty for women’s apparel merchant Chico’s, satisfying every customer need in every channel remains the company’s prominent goal – especially considering the large number of Chico’s customers ...Read More
Mar 04 2014
Barry Altland, Manager, Learning and Organizational Development, Community Health Centers, Inc., will be one of the featured speakers during a session at the 7th Annual Loyalty Expo, presented by Loyalty360 – The Loyalty Marketer’s Association. The event will be held March 17-19, 2014...Read More
Feb 03 2014
Since Patxi’s Pizza, a pizza chain with 12 locations in California and Colorado, launched a mobile loyalty program one year ago, there has been a noticeable uptick in customer spend and frequency of visits, according to marketing manager Jordana Heinke.Heinke told Loyalty360 she uses the...Read More
Feb 03 2014
As Peter Cobb, Founder/EVP Marketing, eBags.com told Loyalty360, customer engagement and providing a great customer experience equates to “the centerpiece of survival for a lot of us.”It’s getting more expensive to acquire new customers, Cobb explains.“We’re a pure...Read More
Jan 22 2014
BEAUTY INSIDER launched in 2007 as a way of thanking clients with special products, exclusive events, and an all-access pass to personalized beauty. In 2009, Sephora launched V.I.B. [Very Important Beauty Insider], a premium level for Beauty Insiders giving clients access to exclusive gifts...Read More
Jan 22 2014
For Eben Sermon, Director Relationship Marketing and Loyalty (EU) at eBay, maintaining and enhancing a companywide customer-centric focus is a daily and ongoing goal. Sermon says brands also need to stay on top of challenges associated with tracking mobile and social interactions, and...Read More
Jan 22 2014
All brands could learn a thing or two about commitment, ongoing engagement, personalized experiences, a sense of community, and fierce loyalty from Birmingham, AL-based Iron Tribe Fitness.Iron Tribe COO Jim Cavale, who was one of the company’s first clients nearly four years ago, says there...Read More
Jan 22 2014
Shawn Bloom, General Manager for the SCENE loyalty program movie rewards program, told Loyalty 360 that mobile customer engagement is “top of mind” for his company.“We’ve certainly embraced mobile as a platform to provide convenience for our members,” Bloom said...Read More
Jan 22 2014
As President of Connexions Loyalty, Scott Lazear is responsible for the overall growth and strategic direction of the organization, including the product roadmap, global expansion and core business relationships. Scott joined the company in 1991 and has over two decades of experience in...Read More
Jan 03 2014
Accurately determining the value that content brings to a company is something we’ve heard many marketers say they are struggling with. Nearly all brands, across all industries and verticals, are expected to have a presence on social media (not to mention the traditional marketing channels)...Read More
Dec 10 2013
The rising popularity in digital gift cards doesn’t just coincide with the current holiday season, according to Mike Fletcher, SVP Marketing and Sales, Digital Solutions, for InComm.Fletcher told Loyalty 360 that digital gift cards are “most definitely” rising in popularity in...Read More
Dec 04 2013
The traditional print newspaper isn’t nearly as popular as it once was throughout the U.S. But don’t tell that to officials at the Post-Bulletin – an afternoon daily paper based in Rochester, MN that recently launched a new customer loyalty program called Inner Circle.Inner...Read More
Dec 03 2013
Brian Piccolo, Manager, Digital Strategic Services at Liberty Mutual, told attendees at the 3rd Annual Engagement & Experience Expo, presented by Loyalty 360 – The Loyalty Marketer’s Association, that given the competitive nature of the insurance industry...Read More
Dec 02 2013
Women’s apparel merchant Chico’s has had a loyalty program for about 20 years, according to Justin Tidmarsh, the company’s director of brand loyalty. Tidmarsh told Loyalty 360 that a primary driver of loyalty at Chico’s is the relationship between store associates and...Read More
Dec 02 2013
Nearly two-thirds of Hispanic shoppers' social posts about loyalty programs occur after a purchase has been made, and as much as 20% of the conversation around loyalty programs comes from non-members, according to a new study released by omni-channel loyalty and engagement platform PunchTab...Read More
Dec 02 2013
More and more, online consumers are impatient when trying to purchase online. Many expect answers to their problems instantly, similar to the type of help they would get in-store, suggesting that email and phone customer services alone are not sufficient. Not only will online shoppers leave a...Read More
Oct 16 2013
Pizza Hut officials realize that focusing on the customer can only lead to positive results. The company targets customers through mobile, social, and in-store.Juliana Lim, Senior Marketing Director at Pizza Hut, told Loyalty 360 that Pizza Hut has a large and frequent customer base, and reaching...Read More
Oct 15 2013
U.K. Blockbuster has launched a new customer loyalty program – VIP Rewards – as part of a revamped business model after the company was acquired by Gordon Brothers Europe earlier this year.Malachi Simons, Head of Online & Customer Experience for Blockbuster, told Loyalty 360 that...Read More
Oct 01 2013
Hotels.com, which began as a contact center more than 20 years ago, is now a leading provider of hotel accommodations worldwide, offering reservation services through its own network of localized websites and telephone contact centers. Its contact center roots may be the reason for its...Read More
Sep 30 2013
Launching a co-branded credit card program may not be a big deal in the U.S., but in Canada it’s a bit different especially when a non-bank – Toronto-based telecommunications company Rogers Communications – is involved, according to Sean Collins, Managing Member of Wellesley, MA...Read More
Sep 12 2013
Effectively listening to your customers is becoming the single most differentiating factor among brands today. Loyalty is about behavior and the challenge for marketers is to understand their customers along with the rapidly changing landscape.
Customer-centricity has become a massive buzzword...Read More
Sep 12 2013
Jim Dicso, President & Chief Revenue Officer at SundaySky, will be a featured speaker at the Engagement & Experience Expo, which will be held Nov. 5-7, 2013 at the Westin Galleria in Dallas, Texas. Dicso participated in a Q&A with Loyalty 360 and offered insights connected to his...Read More
Sep 12 2013
Brian Piccolo, Manager, Digital Strategic Services at Liberty Mutual, will be a featured speaker at the Engagement & Experience Expo, which will be held Nov. 5-7, 2013 at the Westin Galleria in Dallas, Texas. Dicso participated in a Q&A with Loyalty 360 and offered insights connected to...Read More
Sep 03 2013
Matt Wroblewski, Director of Market Research, VWR International – a global laboratory supplies and distribution company – said during the Aug. 6 Loyalty 360 webinar, “Building a Holistic Voice of the Customer Program,” that his company didn’t have any formal customer...Read More
Jul 31 2013
When developing or enhancing a loyalty program, brands should focus on their most loyal customers – and not on acquiring new ones, according to David Robinson, senior marketing lecturer at the University of California-Berkeley.
Robinson told Loyalty 360 that customer acquisition and...Read More
Jul 31 2013
Customer information is the biggest gift marketers have ever received, according to LoyaltyOne President Bryan Pearson."Big Data and small data, creating meaningful value, expanding data and segregating it really is powerful,” Pearson told Loyalty 360. “I think this is the Renaissance...Read More
Jul 31 2013
Canadians would buy more from brands if they were presented with promotional offers on their smartphones while out shopping, according to a new report conducted by SAS/Leger.
According to the report, 38% of Canadians surveyed indicated they would buy both an item they were purchasing and a...Read More
May 31 2013
When Bill Elliott joined intimate apparel merchant Bare Necessities last August, the only data available was at the transactional level. Elliott, VP Direct Marketing, CRM, and Email, told Loyalty 360 that since then Bare Necessities has been busy building an in-house database with the ultimate...Read More
May 01 2013
Brands often speak of their identities as they relate to their customers. But in this day and age creating a powerful, lasting social identity is crucial for current and future success.
Lawrence I. Lerner, President of management consultancy LLBC, told Loyalty 360 that a lost or stolen...Read More
Aug 01 2012
On July 11, 2012 Loyalty 360 member Merkle - a leading customer relationship marketing (CRM) firm announced their acquisition of mobile solutions provider 5th Finger.An authority on innovative mobile retail solutions, 5th Finger drives mobile enabled revenue for top retailers, such as Jos. A...Read More