Aug 08 2017 | Loyalty Today
Too many experts, too many choices, too much technology, too much data, too much media, yet it seems fewer and fewer real choices. As we have discussed in the past, there is a great opportunity to create unique engagement and loyalty between brands and their customers, more technology, and a...Read More
Dec 01 2015 | Loyalty Management: Articles
Two driving forces behind customer engagement strategies today are 1:1 personalization and real-time digital integration. The ability to provide an individualized customer experience that connects websites, mobile apps and various online portals can not only help both brands and marketers...Read More
Nov 30 2015 | Loyalty Management: Articles
As we prepare for the 2015 Engagement & Experience Expo, we have had the pleasure and privilege of speaking to stalwarts within the customer experience and brand engagement industry. When reflecting on the conversations we have had with senior marketing executives across such a wide swath of...Read More
Nov 30 2015 | Loyalty Management: Articles
For most auto owners, proper car care and maintenance is a fact of life. Attracting and retaining these drivers as loyal customers is an essential part of the automotive care and repair business. As with most industries, a large part of winning customer loyalty is derived from how well any one...Read More
Nov 01 2015 | Loyalty Management: Articles
People crave authentic connections. Just like sleeping or eating, it’s often considered to be a fundamental need. New mobile and social technologies constantly purport to bring us closer together, but there seems to be a growing uncertainty surrounding the veracity of that promise. The real...Read More
Oct 01 2015 | Loyalty Management: Articles
Essilor is on a mission. Not only does the world’s leading manufacturer and wholesale distributor of eyeglass lenses want to “help the world see better,” it also wants to ensure an exceptional customer experience. Named as one of Forbes’ Top 25 Most Innovative Companies in...Read More
Oct 01 2015 | Loyalty Management: Articles
We do not live in a world of mass marketing. Not anymore. The old method of designing one overarching message to target and influence a vast audience is no longer a viable customer engagement strategy. Everything is now endlessly fractured, fragmented, and individualized.This is the new marketing...Read More
Oct 01 2015 | Loyalty Management: Articles
There is a growing realization that relevance and simplicity are now crucial customer experience characteristics. The world, and almost everything in it, is becoming increasingly complex. A multitude of traditional, social, and digital customer channels, combined with constantly emerging...Read More
Sep 01 2015 | Loyalty Management: Articles
It is hard to underestimate value of a customer experience that prioritizes a highly interpersonal and humanized touch. With the proliferation of new digital and social technologies, however, many brands have lost their penchant, or even ability, to offer this kind of customer engagement.But just...Read More
Sep 01 2015 | Loyalty Management: Articles
It would be hard to understate the importance of community. Communities bind and tie people together, create strong support networks, and generate shared understandings than generate trust and loyalty. Communities of involved individuals are also essential for customer engagement marketers. Those...Read More
Aug 01 2015 | Loyalty Management: Articles
7-Eleven’s mission to provide a customer experience that offers consumers “whatever they need, whenever they need it” has seen the brand evolve far beyond the original meaning of its namesake. What was once a pioneering effort to serve people from the hours of 7 a.m. to 11 p.m...Read More
Aug 01 2015 | Loyalty Management: Articles
Ask someone to recount a memorable trip, or an exciting experience away from home, and they probably won’t mention how many loyalty program points they earned at the hotel. Chances are they’ll regale with tales of white sandy beaches, exotic locations, and adventurous excursions into...Read More
Jul 01 2015 | Loyalty Management: Articles
Great marketing has always been about great storytelling, but today customer engagement also encompasses so much more. Brands now need to deliver the right message at the right time and through the right channel. Data, analytics, a host of technological advancements, and a determination to...Read More
Jul 01 2015 | Loyalty Management: Articles
Setbacks, limitations, and constraints are all part of life. There will always be challenges to best and obstacles to overcome. This has always been the case for those trying to find success in the business world. But now, perhaps more than ever, this is especially true for customer engagement...Read More
Jun 02 2015 | Loyalty Management: Articles
For decades, Prudential Individual Life Insurance has been there for people seeking to protect what they value most. Dedicated to helping families find security in a dynamic and changing world, Prudential Individual Life Insurance has delivered on its promises for more than 140 years. People and...Read More
Jun 01 2015 | Loyalty Management: Articles
For Richard Garlick, global travel and hospitality lead for J.D. Power, there still remains “a lot of hassle” with the airline customer experience, “but in a lot of ways it has gotten better.”Airlines are evolving into a service and hospitality business, and a positive...Read More
Jun 01 2015 | Loyalty Management: Articles
Tony Roma’s does not operate a formal loyalty program, but that does not mean it considers customer loyalty to be any less vital. Considerations of customer loyalty are constantly top-of-mind as the popular restaurant seeks to refresh its image through a number of marketing initiatives...Read More
May 18 2015 | Loyalty Management: Articles
When Jeannine Haas, Chief Marketing Officer, North America, at Avis Budget Group, joined the company three years ago, she was excited about the opportunity to redefine and build upon the heritage of the company’s global brands.“We inherited a brand portfolio that offered many...Read More
May 04 2015 | Loyalty Management: Articles
Customer experiences are changing in the casino industry. No longer seeking to only build brand loyalty by catering to avid gamers, some of the most forward thinking organizations are beginning to look beyond the casino industry to provide effective customer engagement. Some casinos such as...Read More
May 02 2015 | Loyalty Management: Articles
Plenti is a new coalition loyalty program that will let consumers quickly collect points and redeem rewards by engaging with several major brands. As the first loyalty program of its kind, Plenti will offer consumers an unparalleled level of flexibility. Its development is about to mark a...Read More
May 01 2015 | Loyalty Management: Articles
Changing and evolving with the times, especially as the country’s third-largest quick-service restaurant chain, is critical when it comes to customer engagement and staying relevant with memorable customer experiences.Just ask Adam Tabachnikoff, VP Marketing Activation and Product...Read More
May 01 2015 | Loyalty Management: Articles
As Nancy Shaver, Principal Consultant, Experian Marketing Services views it, single-channel marketers struggle to find true customer engagement and understand real customer journeys.“Single-channel folks really are challenged to gain more intimate relationships with customers...Read More
May 01 2015 | Loyalty Management: Articles
Customer loyalty can shift with the click of a mouse, which makes implementing effective customer engagement programs increasingly difficult. Socially connected, mobile savvy, and digitally empowered customers are demanding more and more personalized and meaningful customer experiences, which, of...Read More
May 01 2015 | Loyalty Management: Articles
For 158 years, Klein Tools has been a family-owned and operated company that has manufactured some of the highest quality hand tools in existence. A well-respected name in the industry, Klein has been the tool of choice for professional trade workers for generations, and customer loyalty among...Read More
Apr 07 2015 | Loyalty Management: Articles
Founded in 2010, when the financial industry was knee-deep in the Great Recession, Opus Bank emerged like a breath of fresh air. The bank, focused on successful entrepreneurs and business leaders who’ve proven their ability and need a partner for growth, has expanded from five banking...Read More
Apr 01 2015 | Loyalty Management: Articles
BJ’s Wholesale Club is well known for its high-quality assortment at everyday low prices, and that’s how officials say they’ve attracted and retained loyal Members.Last July, BJ’s, which operates more than 205 clubs in 15 states from Maine to Florida, launched “Voice...Read More
Apr 01 2015 | Loyalty Management: Articles
The James is redefining luxury boutique hotels in New York, Chicago and soon in West Hollywood for its loyal guests. The hotel focuses on providing beautiful designs and outstanding customer service.Lisa Zandee, Senior Vice President of Brand Management, told Loyalty360 that The James is a leader...Read More
Apr 01 2015 | Loyalty Management: Articles
In a highly competitive business where customer loyalty is hard to come by, Debbie Webster, President of Academy and Salon Divisions for TONI&GUY Hairdressing, told Loyalty360 that the majority of new business comes from client referrals.“It’s important to take care of your best...Read More
Apr 01 2015 | Loyalty Management: Articles
Hotels have been notorious for making it increasingly difficult for travelers to earn points, redeem rewards, and to successfully participate in loyalty programs in general. Whether it’s an inability to earn points, unattainable rewards, inconvenient complexity, or merely an overall blas...Read More
Mar 31 2015 | Loyalty Management: Articles
For Matthew Storm, Director, Innovation & Solutions, NICE Systems, brand loyalty is about channel choice.Storm participated in an enlightening interview with Loyalty360 to discuss his company’s software solutions that enable organizations to take the next best action to improve customer...Read More
Mar 13 2015 | Loyalty Management: Articles
For most retailers, successfully appealing to the distinctive styles and trends of individual tastes can be a very effective mode of customer engagement. For fashion retailers in particular, it is more than effective, it is vital. And nobody understands this better than Gilt. To generate customer...Read More
Mar 11 2015 | Loyalty Management: Articles
Taco John’s has become one of America’s leading quick-serve Mexican restaurants for a good reason. After realizing that successful customer engagement depends on hearing what guests had to say, Taco John’s has started to listen. By genuinely inviting and responding to customer...Read More
Mar 09 2015 | Loyalty Management: Articles
Innovative brands like Chevy are beginning to look beyond the confines of its own industry to curate the personalized customer experiences that drivers want. Competition among automakers has always been fierce. But new market forces, emerging technologies, and shifting expectations are continuing...Read More
Mar 01 2015 | Loyalty Management: Articles
For Rob Taylor, Director of Loyalty Marketing for La Quinta Returns, the loyalty program at La Quinta Inns & Suites, customer loyalty is a result of focusing on the right things.“Early in my loyalty career,” Taylor explained to Loyalty360 in a captivating interview, “I was...Read More
Mar 01 2015 | Loyalty Management: Articles
The momentum of SCENE, a joint venture between Cineplex and Scotiabank, has continued to build. As Canada’s fastest growing loyalty program, SCENE has recently announced a new partnership with Sport Chek, the largest sporting goods retailer in Canada.Shawn Bloom, Vice President, Operations ...Read More
Mar 01 2015 | Loyalty Management: Articles
In our rapidly changing consumer landscape, brands can no longer afford to maintain an insular industry perspective. Savvy marketers are now extending their gaze far beyond the boundaries of their own sector to see how others are building brand loyalty and creating alluring customer experiences...Read More
Jan 23 2015 | Loyalty Today
When I sat down to talk to Mike Mansbach, CEO of customer engagement and insights platform Punchtab, one thing became very clear: The two of us were trying to understand the new marketing paradigm and provide value for Punchtab’s customers, as well. Mansbach is passionately focused on...Read More
Jan 01 2015 | Loyalty Management: Articles
Recyclebank CEO Javier Flaim is excited about where the organization is headed, and hopes that more customer engagement becomes a reality in 2015. Recyclebank uses a mix of education, rewards, customer engagement, and impact metrics to help people live more sustainable lifestyles. Through online...Read More
Dec 01 2014 | Loyalty Management: Articles
Kristi is a passionate marketing executive who extends the concept of loyalty across the entire customer experience. She serves as the Director of Loyalty Marketing for Global Hotel Alliance, the world’s largest alliance of independent upscale and luxury hotel brands.Kristi, we’d love...Read More
Dec 01 2014 | Loyalty Management: Articles
Safeway has an intensely close relationship with its customers that has resulted in memorable customer experiences, superb customer engagement, a highly successful loyalty program, and top-notch brand loyalty.The program offers an additional 10% to 20% savings off its Club Card, and it’s...Read More
Dec 01 2014 | Loyalty Management: Articles
Finish Line’s Winners Circle loyalty program has been highly successful, so much so that company officials wanted to enhance the customer experience with the launch of a new app. Finish Line’s new Winners Circle mobile app is aimed at providing services and conveniences that reward...Read More
Dec 01 2014 | Loyalty Management: Articles
Founded in St. Louis in 1939, Schnuck Markets, Inc. is celebrating its 75th anniversary this year. The family-owned company, led by Chairman and Chief Executive Officer Todd Schnuck, has always held a laser focus on its very loyal customer base. The company operates 98 stores, 93 in-store...Read More
Nov 01 2014 | Loyalty Management: Articles
Howard Curtis, Director of Marketing & CRM for Mapco Express, participated in a compelling interview with Loyalty360 to discuss his company’s customer loyalty and customer engagement efforts, along with its mobile initiatives.Loyalty ProgramCurtis: It’s been going great. We&rsquo...Read More
Nov 01 2014 | Loyalty Management: Articles
As “the world’s first and largest hotel loyalty program”, IHG® Rewards Club from
InterContinental Hotels Group has a history of being innovative and driving value for customers. IHG has introduced its “Into the Nights” promotion, which allows members more...Read More
Nov 01 2014 | Loyalty Management: Articles
Having only entered the market in 2005, LG Electronics has a lot to prove in the considered purchase category, which includes products like appliances and televisions. Transforming customer engagement into customer loyalty is the overarching goal. David Vanderwaal, Head of Marketing USA for...Read More
Oct 01 2014 | Loyalty Management: Articles
On its company website, Publix offers the following message aimed at always delivering exemplary customer service:“Publix aims to be a great employer. We hire associates who have a servant’s heart. We strive to build positive relationships with our customers and neighbors in our...Read More
Oct 01 2014 | Loyalty Management: Articles
Rob DeMartini, President and Chief Executive Officer, New Balance, Inc. sat down with Loyalty360 to discuss the loyalty and customer experience industry and what path his company views on the horizon for success.DeMartini participated in a scintillating interview with Loyalty360 CEO Mark Johnson....Read More
Oct 01 2014 | Loyalty Management: Articles
Taco John’s®, a Mexican quick service restaurant chain with locations in 25 states, not only feeds its hungry customers daily–it listens to them every day as well.According to Shawn Eby, Vice President for Operations, and Billie Jo Waara, Chief Marketing Officer at Taco John&rsquo...Read More
Oct 01 2014 | Loyalty Management: Articles
BigDoor provides loyalty solutions to some of the biggest brands today, partnering with companies to power full loyalty programs or augment existing ones. Equipped with insight from working with a variety of brands and loyalty programs, Keith Smith, CEO of BigDoor, gave us the run-down on the...Read More
Sep 25 2014 | Resource: Multimedia
Setting the Pace with Loyalty: Stride Rite Shifts as Its Customers ShiftRead More
Sep 22 2014 | Resource: Multimedia
Click to read Red Lion Hotels: Where Everyone Knows Your Customer’s NameRead More
Sep 01 2014 | Loyalty Management: Articles
Bill Linehan, Chief Marketing Officer for Red Lion Hotels Corporation (RLHC), wants employees to know the names of every customer who walks through their doors.RLHC wants to shift the paradigm on loyalty as it rolls out its Hello Rewards loyalty program−set to be fully implemented in...Read More
Sep 01 2014 | Loyalty Management: Articles
Listening to and understanding your customers might seem like a small task in the loyalty industry, but it often eludes brand officials. The essence of capturing mind share and, ultimately, wallet share lies in listening and understanding your customers.The Stride Rite Rewards program has...Read More
Aug 29 2014 | Loyalty Today
I hope everyone has a relaxing Labor Day weekend! I get to spend two or three days confined to a camp grounds surrounded by other campers and four children under 10. Not sure that is the respite I’ve been promised – Labor Day may be truly laborious.It’s been an interesting week....Read More
Aug 25 2014 | Loyalty Today
It has been a while since I last penned a piece. Summer (for those of you who have kids) tends to be a time when the challenges of balance come to forefront. The challenge of balancing the logistic complexity of four kids, a family and a business is much akin to the challenges of modern marketing...Read More
May 09 2014 | Loyalty Today
As we completed the inaugural Loyalty Landscape: State of the Industry report and Loyalty360 awards in March, we were impressed with the depth and breadth of the responses. Coming out of the research, we added a sixth C to the Five C’s (community, commerce, content, collaboration and...Read More
Apr 07 2014 | Loyalty Management: Articles
An interesting test that arises when building a loyalty program (as part of a larger loyalty process) is the effective benchmarking of your program against those of your competitors and others in the market. While there are implicit financial challenges put in place by the organization’s...Read More
Apr 02 2014 | Loyalty Management: Articles
David Overman, Rewards Manager, BB&T has been in his current position for about 18 months, since his company decided to place a greater emphasis on managing its rewards program.Overman participated in a compelling interview with Loyalty360 CEO Mark Johnson to discuss BB&T’s rewards...Read More
Apr 01 2014 | Loyalty Management: Articles
Sarah Mendez, Marketing Director, Mister Car Wash, told Loyalty360 CEO Mark Johnson that her company is starting to define itself as more member-centric.Mendez participated in an engaging interview with Loyalty360 to discuss its Unlimited Wash Club program, its acquisition model, and focusing on...Read More
Apr 01 2014 | Loyalty Management: Articles
Nakati Edwards, VP, Online Marketing for AARP, participated in a scintillating interview with Loyalty360 CEO Mark Johnson to discuss AARP’s freshly launched loyalty program−“Rewards for Good”, which she said has been a “labor of love” for the past 18 months...Read More
Feb 28 2014 | Loyalty Today
With winter making its last stand, I am itching to switch gears, quit railing on the airline industry for its confusing and myopic customer loyalty practices. One of my key words for the new year was “Positive,” yet that seems to have...Read More
Feb 18 2014 | Loyalty Today
It continues to amaze me the opaque nature and arcane rules that govern frequent-flier and airline marketing programs in general. I had the privilege—or nightmare—of dealing with Delta reps to change a ticket that I had purchased last fall. I have more than 1.5 million miles with the...Read More
Feb 03 2014 | Loyalty Management: Articles
Dunkin’ Donuts launched its DD Perks Rewards loyalty program on Jan. 27. The program offers guests nationwide points toward free Dunkin’ Donuts beverages for every visit they make at participating Dunkin’ Donuts locations. By early February, the DD Perks program will be fully...Read More
Jan 22 2014 | Loyalty Management: Articles
We all are conscious of the current economic environment and some of the uncertainty in the political environment and, therefore, these impacts will flow into the marketing and corporate environments. Yet 2014 has the opportunity to be a watershed year for marketers - given the...Read More
Jan 14 2014 | Loyalty Management: Articles
PlanG provides a central hub exclusively for charitable donations where members can track their giving and even generate helpful reports to show the impact they’re making. PlanG currently connects to over 1 million non-profits nationally to enable individuals to give to the causes they care...Read More
Jan 08 2014 | Loyalty Today
Well, 2014 is in play now as are the Denver Broncos who will hopefully win a playoff game this year─thereby ensuring the Johnson household is a happy one. Oops! Never mind, wrong topic. Yet the thought of Peyton Manning and the Denver Broncos does bring some much needed warmth that is quite...Read More
Dec 18 2013 | Loyalty Today
Early last year we presented the idea of the five C’s of loyalty: collaboration, content, community, commitment, and commerce. Loyalty as an idea and a discipline has evolved a great deal over the past several years and the pace of change will only accelerate in 2014 and beyond.The...Read More
Dec 11 2013 | Loyalty Management: Articles
Andrew Ashman, Global Consumer Experience Manager for Ford Motor Company, told Loyalty 360 that his company conducted a plethora of research to determine the best way to move from satisfying customers and into the space of loyalty. The goal is to attain true loyalty and advocacy for the Ford and...Read More
Dec 02 2013 | Loyalty Management: Articles
The name of the relatively new San Diego Padres’ loyalty membership program is simply “Padres Membership” – an ode to a traditional golf club “membership” since that year-round engagement is the model.The program launched in September of 2012 as part of the...Read More
Nov 05 2013 | Loyalty Management: Articles
In 2007 Sephora launched the BEAUTY INSIDER client loyalty program as a way of thanking clients with special products, exclusive events, and an all-access pass to personalized beauty. The program is available in Sephora stores nationwide and at www.sephora.com. In 2009, Sephora launched V.I.B...Read More
Oct 16 2013 | Loyalty Management: Articles
On Oct. 7 Nielsen announced the commercial launch of Nielsen Twitter TV Ratings, the first-ever measure of the total activity and reach of TV-related conversation on Twitter. Nielsen Twitter TV Ratings measure not only “authors”—the number of people tweeting about TV programs...Read More
Oct 10 2013 | Loyalty Management: Articles
Specialty clothing brand Free People – included under the Urban Outfitters umbrella -- features the latest trends and vintage collections for women who live free through fashion, art, music, and travel. Instead of launching a typical loyalty program, Free People Me is referred to as an...Read More
Oct 01 2013 | Loyalty Management: Articles
With a growth rate of 66% for the past four consecutive years, Kobie Marketing – the pioneer of omnichannel loyalty and a recognized leader in the loyalty marketing industry, has been recognized by Inc. Magazine as one of America’s fastest growing companies. Kobie was ranked No...Read More
Sep 18 2013 | Loyalty Management: Articles
Badgeville -- the No. 1-ranked gamification and behavior management platform – recently launched The Behavior Lab, which is the industry's first center of excellence for behavior management solutions. The Behavior Lab will drive research, best practices, and methodologies to influence...Read More
Sep 17 2013 | Loyalty Management: Articles
Price sensitive consumers can be loyal, high spending shoppers, and active brand advocates, according to new research from customer science company dunnhumby. Justin Petty, Vice President of Media Solutions, dunnhumby, participated in a most interesting interview with Loyalty 360 CEO Mark Johnson...Read More
Sep 12 2013 | Loyalty Management: Articles
Having the opportunity to interview J.D. Power was quite compelling. Having been somewhat familiar with him and the awards that bear his name, I knew there was more than likely a great story behind the brand and, more importantly, the man. Yet my familiarity with the name was solely on the...Read More
Sep 11 2013 | Loyalty Management: Articles
Tom Caporaso is the CEO of Clarus Marketing Group, which creates and markets high-value subscription websites designed to save consumers time and money. Clarus is one of the pioneers of creating free shipping and subscription-based solutions for ecommerce businesses seeking to ease consumers...Read More
Aug 23 2013 | Loyalty Today
This week (or next) many of us are “transitioning” back to school; although we may not actually be going “back” to school, many of us have children that are doing so. The “transition” back to school impacts us in many actual and perceived ways. Inasmuch as we...Read More
Aug 13 2013 | Loyalty Management: Articles
David Kravetz, Co-founder, Catalog & Web Team Leader, at Fairytale Brownies, told Loyalty 360 that his company began discussing loyalty initiatives and/or programs a few years back and were unsure which path to take.
During an engaging interview with Loyalty 360 CEO Mark Johnson, Kravetz...Read More
Aug 06 2013 | Loyalty Management: Articles
When asked where the loyalty industry is headed, Jeffery Hassemer, SVP Global Product Strategy and Marketing for Experian Marketing Services, didn’t hesitate when he responded with one word: Convergence.
Hassemer explained how convergence is the key to marketing now and in the future...Read More
Jul 31 2013 | 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
Jul 26 2013 | Loyalty Today
The changing definition of Loyalty and the opportunity for relevanceOne of the interesting trends we have witnessed over the summer of 2013 is the increased interest in loyalty, customer centricity, and engagement; we are quite thankful for the increased impetus and focus. We continue to see the...Read More
Jul 26 2013 | Loyalty Today
Unquestionably, General Motors has endured an arduous journey in recent years, stemming from questionable vehicle quality, to market share declines, to financial losses and finally a 2009 bankruptcy and federal bailout.General Motors has emerged from that onerous period with renewed vigor, an...Read More
Jul 19 2013 | Loyalty Today
Sorry for the brief hiatus of this column. I heard from both of the people that read my piece and they were a little miffed as to why it was missing the last couple of weeks. So I blame kids, swimming, soccer, moving, and other ancillary issues. I promise not to let the two of you down going...Read More
Jul 19 2013 | Loyalty Today
Aimee Munsell, Director of Smarter Marketing for IBM, works primarily with CMOs as they and their companies adapt marketing strategies in a digital world. CMOs see very clearly what’s happening and how brand strategies now converge around the connected and empowered customer with a massive...Read More
Jun 21 2013 | Loyalty Today
J.D. Power – insight from one of the founders of Customer ExperienceWe had the pleasure of interviewing J.D. Power recently regarding the upcoming release of his new book titled, “Power.” Over the next couple of weeks, we will be sharing insight from the interviews in a...Read More
Jun 18 2013 | Loyalty Management: Articles
Laura Rick is Director of Member Retention for the Miami Dolphins and Sun Life Stadium. The Dolphins launched The Fin Club loyalty rewards program last year.
How would you like to take a limo to a Miami Dolphins home game on the team’s tab? Or how about leading the team out onto the field...Read More
Jun 11 2013 | Loyalty Management: Articles
Many brands pay lip service to the ongoing quest of “listening to the customer”, but at JetBlue Airways it’s not just another catchphrase. It’s an abiding belief that drives the company on a daily basis. Just ask David Canty, Director, Loyalty and Partnership Marketing, at...Read More
Jun 04 2013 | Loyalty Today
For Tim Hart, a former world-class swimmer and transplanted Englishman from Essex situated northeast of London, engaging children and their parents starts and ends with communication.Hart, the Director of Competitive Swimming for the YMCA of Greater Cincinnati and a former member of the English...Read More
Jun 03 2013 | Loyalty Today
For Derek Smith and Jon Caldwell, former professional soccer players, former teammates and former roommates, soccer has been their lifelong passion. From this partnership sprang a new passion -- Cincinnati-based The Ginga Touch.Smith and Caldwell believe that Ginga – defined as the sway a...Read More
Jun 03 2013 | Loyalty Today
For Derek Smith and Jon Caldwell, former professional soccer players, former teammates and former roommates, soccer has been their lifelong passion. From this partnership sprang a new passion -- Cincinnati-based The Ginga Touch.Smith and Caldwell believe that Ginga – defined as the sway a...Read More
May 31 2013 | Loyalty Today
I floated this precept in a number of the conversations I had with marketing leaders this week. It was quite amazing to hear that so many brands do not “apologize” in ANY situation. They believe in a strict adherence to corporate operational and marketing protocols. These protocols...Read More
May 31 2013 | Loyalty Today
I floated this precept in a number of the conversations I had with marketing leaders this week. It was quite amazing to hear that so many brands do not “apologize” in ANY situation. They believe in a strict adherence to corporate operational and marketing protocols. These protocols...Read More
May 17 2013 | Loyalty Today
So wine, the nectar of the gods, is a revered and highly valued product in the Johnson household. My wife has imbued to (in) me the value and unique attributes a red vintage has on the soul and enhanced introspection that comes from imbibing said vintage. Or, it COULD be due to the fact that I...Read More
May 16 2013 | Loyalty Today
For the sake of a better title, I decided to call this one the “moving edition.” As some of you know, I am in the process of moving. One of the things I have learned about this “process” is that there are a lot of people who actually seem to know more about the move than I...Read More
May 06 2013 | Loyalty Today
Roby Stahl’s name is nearly synonymous with soccer starting with his playing days at the University of Akron to U.S. National teams to playing professionally here and abroad, and following that up with a legendary coaching career around the globe and at every conceivable level. So when...Read More
Apr 26 2013 | Loyalty Today
So I was struggling with what to call this. As most of you know (who know me), I have a HORRIBLE attention issue. I think it is called ADHD. I have the attention span of nearly 5 minutes and really try to work within those confines. Hmm, maybe that speaks to issues I am having with my SON! The...Read More
Dec 19 2011 | Loyalty Management: Articles
At the recent inaugural Engagement Expo, the refrain from marketers (although more inquisitive and loquacious) remained the same: brand engagement and loyalty in this economic environment continues to be a challenge. They’re striving to determine: How do we most effectively manage in this...Read More
Sep 23 2011 | Loyalty Management: Articles
As Affinion Loyalty Group celebrates their thirtieth anniversary this year, we reflect on how the loyalty industry has changed and grown during the past three decades!
During the past 30 years, Affinion Loyalty Group (ALG) has become a powerhouse in the loyalty space by believing that this...Read More
Sep 22 2011 | Loyalty Management: Articles
2010 BAI Retail DeliveryOctober 19-21, Las Vegas, NV
As a first time attendee of the 2010 BAI Retail Delivery, it was quite an impressive showing from both an attendance and a content, focus and message perspective as well. I would venture to say the central tenet or theme of the conference was...Read More
Aug 25 2011 | Loyalty Management: Articles
2011 has been quite an interesting year so far. We have seen thought provoking events on the world stage that have been of significant economic (bailouts in Ireland, Greece and domestic debt issues), climate (earthquakes, floods, tornados and tsunamis) and political interest (democratic...Read More
May 16 2011 | Resource: Multimedia
Mark Johnson, CEO - Loyalty 360 - The Loyalty Marketer's Association"Engagement," "Voice of the Customer" and "Customer Experience Management" should be center stage in any CMO’s lexicon. Yet, in today’s ever-changing marketing world, the...Read More
Mar 04 2011 | Resource: Multimedia
Loyalty 360 CEO Mark Johnson Speaks To Fox News About Creating Loyal Customers.
Read More
Jun 22 2010 | Resource: Multimedia
I just had the pleasure to attend the 2010 DMA Digital Marketing Days (June 14-16th, 2010) at the Hilton in New York City. I enjoyed a variety of great sessions that focused on the turbulent, dynamic and exciting times for the direct marketing world. Two sessions seemed to resonate more...Read More
Aug 08 2017
Too many experts, too many choices, too much technology, too much data, too much media, yet it seems fewer and fewer real choices. As we have discussed in the past, there is a great opportunity to create unique engagement and loyalty between brands and their customers, more technology, and a...Read More
Jan 23 2015
When I sat down to talk to Mike Mansbach, CEO of customer engagement and insights platform Punchtab, one thing became very clear: The two of us were trying to understand the new marketing paradigm and provide value for Punchtab’s customers, as well. Mansbach is passionately focused on...Read More
Aug 29 2014
I hope everyone has a relaxing Labor Day weekend! I get to spend two or three days confined to a camp grounds surrounded by other campers and four children under 10. Not sure that is the respite I’ve been promised – Labor Day may be truly laborious.It’s been an interesting week....Read More
Aug 25 2014
It has been a while since I last penned a piece. Summer (for those of you who have kids) tends to be a time when the challenges of balance come to forefront. The challenge of balancing the logistic complexity of four kids, a family and a business is much akin to the challenges of modern marketing...Read More
May 09 2014
As we completed the inaugural Loyalty Landscape: State of the Industry report and Loyalty360 awards in March, we were impressed with the depth and breadth of the responses. Coming out of the research, we added a sixth C to the Five C’s (community, commerce, content, collaboration and...Read More
Feb 28 2014
With winter making its last stand, I am itching to switch gears, quit railing on the airline industry for its confusing and myopic customer loyalty practices. One of my key words for the new year was “Positive,” yet that seems to have...Read More
Feb 18 2014
It continues to amaze me the opaque nature and arcane rules that govern frequent-flier and airline marketing programs in general. I had the privilege—or nightmare—of dealing with Delta reps to change a ticket that I had purchased last fall. I have more than 1.5 million miles with the...Read More
Jan 08 2014
Well, 2014 is in play now as are the Denver Broncos who will hopefully win a playoff game this year─thereby ensuring the Johnson household is a happy one. Oops! Never mind, wrong topic. Yet the thought of Peyton Manning and the Denver Broncos does bring some much needed warmth that is quite...Read More
Dec 18 2013
Early last year we presented the idea of the five C’s of loyalty: collaboration, content, community, commitment, and commerce. Loyalty as an idea and a discipline has evolved a great deal over the past several years and the pace of change will only accelerate in 2014 and beyond.The...Read More
Aug 23 2013
This week (or next) many of us are “transitioning” back to school; although we may not actually be going “back” to school, many of us have children that are doing so. The “transition” back to school impacts us in many actual and perceived ways. Inasmuch as we...Read More
Jul 26 2013
The changing definition of Loyalty and the opportunity for relevanceOne of the interesting trends we have witnessed over the summer of 2013 is the increased interest in loyalty, customer centricity, and engagement; we are quite thankful for the increased impetus and focus. We continue to see the...Read More
Jul 26 2013
Unquestionably, General Motors has endured an arduous journey in recent years, stemming from questionable vehicle quality, to market share declines, to financial losses and finally a 2009 bankruptcy and federal bailout.General Motors has emerged from that onerous period with renewed vigor, an...Read More
Jul 19 2013
Sorry for the brief hiatus of this column. I heard from both of the people that read my piece and they were a little miffed as to why it was missing the last couple of weeks. So I blame kids, swimming, soccer, moving, and other ancillary issues. I promise not to let the two of you down going...Read More
Jul 19 2013
Aimee Munsell, Director of Smarter Marketing for IBM, works primarily with CMOs as they and their companies adapt marketing strategies in a digital world. CMOs see very clearly what’s happening and how brand strategies now converge around the connected and empowered customer with a massive...Read More
Jun 21 2013
J.D. Power – insight from one of the founders of Customer ExperienceWe had the pleasure of interviewing J.D. Power recently regarding the upcoming release of his new book titled, “Power.” Over the next couple of weeks, we will be sharing insight from the interviews in a...Read More
Jun 04 2013
For Tim Hart, a former world-class swimmer and transplanted Englishman from Essex situated northeast of London, engaging children and their parents starts and ends with communication.Hart, the Director of Competitive Swimming for the YMCA of Greater Cincinnati and a former member of the English...Read More
Jun 03 2013
For Derek Smith and Jon Caldwell, former professional soccer players, former teammates and former roommates, soccer has been their lifelong passion. From this partnership sprang a new passion -- Cincinnati-based The Ginga Touch.Smith and Caldwell believe that Ginga – defined as the sway a...Read More
Jun 03 2013
For Derek Smith and Jon Caldwell, former professional soccer players, former teammates and former roommates, soccer has been their lifelong passion. From this partnership sprang a new passion -- Cincinnati-based The Ginga Touch.Smith and Caldwell believe that Ginga – defined as the sway a...Read More
May 31 2013
I floated this precept in a number of the conversations I had with marketing leaders this week. It was quite amazing to hear that so many brands do not “apologize” in ANY situation. They believe in a strict adherence to corporate operational and marketing protocols. These protocols...Read More
May 31 2013
I floated this precept in a number of the conversations I had with marketing leaders this week. It was quite amazing to hear that so many brands do not “apologize” in ANY situation. They believe in a strict adherence to corporate operational and marketing protocols. These protocols...Read More
May 17 2013
So wine, the nectar of the gods, is a revered and highly valued product in the Johnson household. My wife has imbued to (in) me the value and unique attributes a red vintage has on the soul and enhanced introspection that comes from imbibing said vintage. Or, it COULD be due to the fact that I...Read More
May 16 2013
For the sake of a better title, I decided to call this one the “moving edition.” As some of you know, I am in the process of moving. One of the things I have learned about this “process” is that there are a lot of people who actually seem to know more about the move than I...Read More
May 06 2013
Roby Stahl’s name is nearly synonymous with soccer starting with his playing days at the University of Akron to U.S. National teams to playing professionally here and abroad, and following that up with a legendary coaching career around the globe and at every conceivable level. So when...Read More
Apr 26 2013
So I was struggling with what to call this. As most of you know (who know me), I have a HORRIBLE attention issue. I think it is called ADHD. I have the attention span of nearly 5 minutes and really try to work within those confines. Hmm, maybe that speaks to issues I am having with my SON! The...Read More
Dec 01 2015
Two driving forces behind customer engagement strategies today are 1:1 personalization and real-time digital integration. The ability to provide an individualized customer experience that connects websites, mobile apps and various online portals can not only help both brands and marketers...Read More
Nov 30 2015
As we prepare for the 2015 Engagement & Experience Expo, we have had the pleasure and privilege of speaking to stalwarts within the customer experience and brand engagement industry. When reflecting on the conversations we have had with senior marketing executives across such a wide swath of...Read More
Nov 30 2015
For most auto owners, proper car care and maintenance is a fact of life. Attracting and retaining these drivers as loyal customers is an essential part of the automotive care and repair business. As with most industries, a large part of winning customer loyalty is derived from how well any one...Read More
Nov 01 2015
People crave authentic connections. Just like sleeping or eating, it’s often considered to be a fundamental need. New mobile and social technologies constantly purport to bring us closer together, but there seems to be a growing uncertainty surrounding the veracity of that promise. The real...Read More
Oct 01 2015
Essilor is on a mission. Not only does the world’s leading manufacturer and wholesale distributor of eyeglass lenses want to “help the world see better,” it also wants to ensure an exceptional customer experience. Named as one of Forbes’ Top 25 Most Innovative Companies in...Read More
Oct 01 2015
We do not live in a world of mass marketing. Not anymore. The old method of designing one overarching message to target and influence a vast audience is no longer a viable customer engagement strategy. Everything is now endlessly fractured, fragmented, and individualized.This is the new marketing...Read More
Oct 01 2015
There is a growing realization that relevance and simplicity are now crucial customer experience characteristics. The world, and almost everything in it, is becoming increasingly complex. A multitude of traditional, social, and digital customer channels, combined with constantly emerging...Read More
Sep 01 2015
It is hard to underestimate value of a customer experience that prioritizes a highly interpersonal and humanized touch. With the proliferation of new digital and social technologies, however, many brands have lost their penchant, or even ability, to offer this kind of customer engagement.But just...Read More
Sep 01 2015
It would be hard to understate the importance of community. Communities bind and tie people together, create strong support networks, and generate shared understandings than generate trust and loyalty. Communities of involved individuals are also essential for customer engagement marketers. Those...Read More
Aug 01 2015
7-Eleven’s mission to provide a customer experience that offers consumers “whatever they need, whenever they need it” has seen the brand evolve far beyond the original meaning of its namesake. What was once a pioneering effort to serve people from the hours of 7 a.m. to 11 p.m...Read More
Aug 01 2015
Ask someone to recount a memorable trip, or an exciting experience away from home, and they probably won’t mention how many loyalty program points they earned at the hotel. Chances are they’ll regale with tales of white sandy beaches, exotic locations, and adventurous excursions into...Read More
Jul 01 2015
Great marketing has always been about great storytelling, but today customer engagement also encompasses so much more. Brands now need to deliver the right message at the right time and through the right channel. Data, analytics, a host of technological advancements, and a determination to...Read More
Jul 01 2015
Setbacks, limitations, and constraints are all part of life. There will always be challenges to best and obstacles to overcome. This has always been the case for those trying to find success in the business world. But now, perhaps more than ever, this is especially true for customer engagement...Read More
Jun 02 2015
For decades, Prudential Individual Life Insurance has been there for people seeking to protect what they value most. Dedicated to helping families find security in a dynamic and changing world, Prudential Individual Life Insurance has delivered on its promises for more than 140 years. People and...Read More
Jun 01 2015
For Richard Garlick, global travel and hospitality lead for J.D. Power, there still remains “a lot of hassle” with the airline customer experience, “but in a lot of ways it has gotten better.”Airlines are evolving into a service and hospitality business, and a positive...Read More
Jun 01 2015
Tony Roma’s does not operate a formal loyalty program, but that does not mean it considers customer loyalty to be any less vital. Considerations of customer loyalty are constantly top-of-mind as the popular restaurant seeks to refresh its image through a number of marketing initiatives...Read More
May 18 2015
When Jeannine Haas, Chief Marketing Officer, North America, at Avis Budget Group, joined the company three years ago, she was excited about the opportunity to redefine and build upon the heritage of the company’s global brands.“We inherited a brand portfolio that offered many...Read More
May 04 2015
Customer experiences are changing in the casino industry. No longer seeking to only build brand loyalty by catering to avid gamers, some of the most forward thinking organizations are beginning to look beyond the casino industry to provide effective customer engagement. Some casinos such as...Read More
May 02 2015
Plenti is a new coalition loyalty program that will let consumers quickly collect points and redeem rewards by engaging with several major brands. As the first loyalty program of its kind, Plenti will offer consumers an unparalleled level of flexibility. Its development is about to mark a...Read More
May 01 2015
Changing and evolving with the times, especially as the country’s third-largest quick-service restaurant chain, is critical when it comes to customer engagement and staying relevant with memorable customer experiences.Just ask Adam Tabachnikoff, VP Marketing Activation and Product...Read More
May 01 2015
As Nancy Shaver, Principal Consultant, Experian Marketing Services views it, single-channel marketers struggle to find true customer engagement and understand real customer journeys.“Single-channel folks really are challenged to gain more intimate relationships with customers...Read More
May 01 2015
Customer loyalty can shift with the click of a mouse, which makes implementing effective customer engagement programs increasingly difficult. Socially connected, mobile savvy, and digitally empowered customers are demanding more and more personalized and meaningful customer experiences, which, of...Read More
May 01 2015
For 158 years, Klein Tools has been a family-owned and operated company that has manufactured some of the highest quality hand tools in existence. A well-respected name in the industry, Klein has been the tool of choice for professional trade workers for generations, and customer loyalty among...Read More
Apr 07 2015
Founded in 2010, when the financial industry was knee-deep in the Great Recession, Opus Bank emerged like a breath of fresh air. The bank, focused on successful entrepreneurs and business leaders who’ve proven their ability and need a partner for growth, has expanded from five banking...Read More
Apr 01 2015
BJ’s Wholesale Club is well known for its high-quality assortment at everyday low prices, and that’s how officials say they’ve attracted and retained loyal Members.Last July, BJ’s, which operates more than 205 clubs in 15 states from Maine to Florida, launched “Voice...Read More
Apr 01 2015
The James is redefining luxury boutique hotels in New York, Chicago and soon in West Hollywood for its loyal guests. The hotel focuses on providing beautiful designs and outstanding customer service.Lisa Zandee, Senior Vice President of Brand Management, told Loyalty360 that The James is a leader...Read More
Apr 01 2015
In a highly competitive business where customer loyalty is hard to come by, Debbie Webster, President of Academy and Salon Divisions for TONI&GUY Hairdressing, told Loyalty360 that the majority of new business comes from client referrals.“It’s important to take care of your best...Read More
Apr 01 2015
Hotels have been notorious for making it increasingly difficult for travelers to earn points, redeem rewards, and to successfully participate in loyalty programs in general. Whether it’s an inability to earn points, unattainable rewards, inconvenient complexity, or merely an overall blas...Read More
Mar 31 2015
For Matthew Storm, Director, Innovation & Solutions, NICE Systems, brand loyalty is about channel choice.Storm participated in an enlightening interview with Loyalty360 to discuss his company’s software solutions that enable organizations to take the next best action to improve customer...Read More
Mar 13 2015
For most retailers, successfully appealing to the distinctive styles and trends of individual tastes can be a very effective mode of customer engagement. For fashion retailers in particular, it is more than effective, it is vital. And nobody understands this better than Gilt. To generate customer...Read More
Mar 11 2015
Taco John’s has become one of America’s leading quick-serve Mexican restaurants for a good reason. After realizing that successful customer engagement depends on hearing what guests had to say, Taco John’s has started to listen. By genuinely inviting and responding to customer...Read More
Mar 09 2015
Innovative brands like Chevy are beginning to look beyond the confines of its own industry to curate the personalized customer experiences that drivers want. Competition among automakers has always been fierce. But new market forces, emerging technologies, and shifting expectations are continuing...Read More
Mar 01 2015
For Rob Taylor, Director of Loyalty Marketing for La Quinta Returns, the loyalty program at La Quinta Inns & Suites, customer loyalty is a result of focusing on the right things.“Early in my loyalty career,” Taylor explained to Loyalty360 in a captivating interview, “I was...Read More
Mar 01 2015
The momentum of SCENE, a joint venture between Cineplex and Scotiabank, has continued to build. As Canada’s fastest growing loyalty program, SCENE has recently announced a new partnership with Sport Chek, the largest sporting goods retailer in Canada.Shawn Bloom, Vice President, Operations ...Read More
Mar 01 2015
In our rapidly changing consumer landscape, brands can no longer afford to maintain an insular industry perspective. Savvy marketers are now extending their gaze far beyond the boundaries of their own sector to see how others are building brand loyalty and creating alluring customer experiences...Read More
Jan 01 2015
Recyclebank CEO Javier Flaim is excited about where the organization is headed, and hopes that more customer engagement becomes a reality in 2015. Recyclebank uses a mix of education, rewards, customer engagement, and impact metrics to help people live more sustainable lifestyles. Through online...Read More
Dec 01 2014
Kristi is a passionate marketing executive who extends the concept of loyalty across the entire customer experience. She serves as the Director of Loyalty Marketing for Global Hotel Alliance, the world’s largest alliance of independent upscale and luxury hotel brands.Kristi, we’d love...Read More
Dec 01 2014
Safeway has an intensely close relationship with its customers that has resulted in memorable customer experiences, superb customer engagement, a highly successful loyalty program, and top-notch brand loyalty.The program offers an additional 10% to 20% savings off its Club Card, and it’s...Read More
Dec 01 2014
Finish Line’s Winners Circle loyalty program has been highly successful, so much so that company officials wanted to enhance the customer experience with the launch of a new app. Finish Line’s new Winners Circle mobile app is aimed at providing services and conveniences that reward...Read More
Dec 01 2014
Founded in St. Louis in 1939, Schnuck Markets, Inc. is celebrating its 75th anniversary this year. The family-owned company, led by Chairman and Chief Executive Officer Todd Schnuck, has always held a laser focus on its very loyal customer base. The company operates 98 stores, 93 in-store...Read More
Nov 01 2014
Howard Curtis, Director of Marketing & CRM for Mapco Express, participated in a compelling interview with Loyalty360 to discuss his company’s customer loyalty and customer engagement efforts, along with its mobile initiatives.Loyalty ProgramCurtis: It’s been going great. We&rsquo...Read More
Nov 01 2014
As “the world’s first and largest hotel loyalty program”, IHG® Rewards Club from
InterContinental Hotels Group has a history of being innovative and driving value for customers. IHG has introduced its “Into the Nights” promotion, which allows members more...Read More
Nov 01 2014
Having only entered the market in 2005, LG Electronics has a lot to prove in the considered purchase category, which includes products like appliances and televisions. Transforming customer engagement into customer loyalty is the overarching goal. David Vanderwaal, Head of Marketing USA for...Read More
Oct 01 2014
On its company website, Publix offers the following message aimed at always delivering exemplary customer service:“Publix aims to be a great employer. We hire associates who have a servant’s heart. We strive to build positive relationships with our customers and neighbors in our...Read More
Oct 01 2014
Rob DeMartini, President and Chief Executive Officer, New Balance, Inc. sat down with Loyalty360 to discuss the loyalty and customer experience industry and what path his company views on the horizon for success.DeMartini participated in a scintillating interview with Loyalty360 CEO Mark Johnson....Read More
Oct 01 2014
Taco John’s®, a Mexican quick service restaurant chain with locations in 25 states, not only feeds its hungry customers daily–it listens to them every day as well.According to Shawn Eby, Vice President for Operations, and Billie Jo Waara, Chief Marketing Officer at Taco John&rsquo...Read More
Oct 01 2014
BigDoor provides loyalty solutions to some of the biggest brands today, partnering with companies to power full loyalty programs or augment existing ones. Equipped with insight from working with a variety of brands and loyalty programs, Keith Smith, CEO of BigDoor, gave us the run-down on the...Read More
Sep 01 2014
Bill Linehan, Chief Marketing Officer for Red Lion Hotels Corporation (RLHC), wants employees to know the names of every customer who walks through their doors.RLHC wants to shift the paradigm on loyalty as it rolls out its Hello Rewards loyalty program−set to be fully implemented in...Read More
Sep 01 2014
Listening to and understanding your customers might seem like a small task in the loyalty industry, but it often eludes brand officials. The essence of capturing mind share and, ultimately, wallet share lies in listening and understanding your customers.The Stride Rite Rewards program has...Read More
Apr 07 2014
An interesting test that arises when building a loyalty program (as part of a larger loyalty process) is the effective benchmarking of your program against those of your competitors and others in the market. While there are implicit financial challenges put in place by the organization’s...Read More
Apr 02 2014
David Overman, Rewards Manager, BB&T has been in his current position for about 18 months, since his company decided to place a greater emphasis on managing its rewards program.Overman participated in a compelling interview with Loyalty360 CEO Mark Johnson to discuss BB&T’s rewards...Read More
Apr 01 2014
Sarah Mendez, Marketing Director, Mister Car Wash, told Loyalty360 CEO Mark Johnson that her company is starting to define itself as more member-centric.Mendez participated in an engaging interview with Loyalty360 to discuss its Unlimited Wash Club program, its acquisition model, and focusing on...Read More
Apr 01 2014
Nakati Edwards, VP, Online Marketing for AARP, participated in a scintillating interview with Loyalty360 CEO Mark Johnson to discuss AARP’s freshly launched loyalty program−“Rewards for Good”, which she said has been a “labor of love” for the past 18 months...Read More
Feb 03 2014
Dunkin’ Donuts launched its DD Perks Rewards loyalty program on Jan. 27. The program offers guests nationwide points toward free Dunkin’ Donuts beverages for every visit they make at participating Dunkin’ Donuts locations. By early February, the DD Perks program will be fully...Read More
Jan 22 2014
We all are conscious of the current economic environment and some of the uncertainty in the political environment and, therefore, these impacts will flow into the marketing and corporate environments. Yet 2014 has the opportunity to be a watershed year for marketers - given the...Read More
Jan 14 2014
PlanG provides a central hub exclusively for charitable donations where members can track their giving and even generate helpful reports to show the impact they’re making. PlanG currently connects to over 1 million non-profits nationally to enable individuals to give to the causes they care...Read More
Dec 11 2013
Andrew Ashman, Global Consumer Experience Manager for Ford Motor Company, told Loyalty 360 that his company conducted a plethora of research to determine the best way to move from satisfying customers and into the space of loyalty. The goal is to attain true loyalty and advocacy for the Ford and...Read More
Dec 02 2013
The name of the relatively new San Diego Padres’ loyalty membership program is simply “Padres Membership” – an ode to a traditional golf club “membership” since that year-round engagement is the model.The program launched in September of 2012 as part of the...Read More
Nov 05 2013
In 2007 Sephora launched the BEAUTY INSIDER client loyalty program as a way of thanking clients with special products, exclusive events, and an all-access pass to personalized beauty. The program is available in Sephora stores nationwide and at www.sephora.com. In 2009, Sephora launched V.I.B...Read More
Oct 16 2013
On Oct. 7 Nielsen announced the commercial launch of Nielsen Twitter TV Ratings, the first-ever measure of the total activity and reach of TV-related conversation on Twitter. Nielsen Twitter TV Ratings measure not only “authors”—the number of people tweeting about TV programs...Read More
Oct 10 2013
Specialty clothing brand Free People – included under the Urban Outfitters umbrella -- features the latest trends and vintage collections for women who live free through fashion, art, music, and travel. Instead of launching a typical loyalty program, Free People Me is referred to as an...Read More
Oct 01 2013
With a growth rate of 66% for the past four consecutive years, Kobie Marketing – the pioneer of omnichannel loyalty and a recognized leader in the loyalty marketing industry, has been recognized by Inc. Magazine as one of America’s fastest growing companies. Kobie was ranked No...Read More
Sep 18 2013
Badgeville -- the No. 1-ranked gamification and behavior management platform – recently launched The Behavior Lab, which is the industry's first center of excellence for behavior management solutions. The Behavior Lab will drive research, best practices, and methodologies to influence...Read More
Sep 17 2013
Price sensitive consumers can be loyal, high spending shoppers, and active brand advocates, according to new research from customer science company dunnhumby. Justin Petty, Vice President of Media Solutions, dunnhumby, participated in a most interesting interview with Loyalty 360 CEO Mark Johnson...Read More
Sep 12 2013
Having the opportunity to interview J.D. Power was quite compelling. Having been somewhat familiar with him and the awards that bear his name, I knew there was more than likely a great story behind the brand and, more importantly, the man. Yet my familiarity with the name was solely on the...Read More
Sep 11 2013
Tom Caporaso is the CEO of Clarus Marketing Group, which creates and markets high-value subscription websites designed to save consumers time and money. Clarus is one of the pioneers of creating free shipping and subscription-based solutions for ecommerce businesses seeking to ease consumers...Read More
Aug 13 2013
David Kravetz, Co-founder, Catalog & Web Team Leader, at Fairytale Brownies, told Loyalty 360 that his company began discussing loyalty initiatives and/or programs a few years back and were unsure which path to take.
During an engaging interview with Loyalty 360 CEO Mark Johnson, Kravetz...Read More
Aug 06 2013
When asked where the loyalty industry is headed, Jeffery Hassemer, SVP Global Product Strategy and Marketing for Experian Marketing Services, didn’t hesitate when he responded with one word: Convergence.
Hassemer explained how convergence is the key to marketing now and in the future...Read More
Jul 31 2013
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
Jun 18 2013
Laura Rick is Director of Member Retention for the Miami Dolphins and Sun Life Stadium. The Dolphins launched The Fin Club loyalty rewards program last year.
How would you like to take a limo to a Miami Dolphins home game on the team’s tab? Or how about leading the team out onto the field...Read More
Jun 11 2013
Many brands pay lip service to the ongoing quest of “listening to the customer”, but at JetBlue Airways it’s not just another catchphrase. It’s an abiding belief that drives the company on a daily basis. Just ask David Canty, Director, Loyalty and Partnership Marketing, at...Read More
Dec 19 2011
At the recent inaugural Engagement Expo, the refrain from marketers (although more inquisitive and loquacious) remained the same: brand engagement and loyalty in this economic environment continues to be a challenge. They’re striving to determine: How do we most effectively manage in this...Read More
Sep 23 2011
As Affinion Loyalty Group celebrates their thirtieth anniversary this year, we reflect on how the loyalty industry has changed and grown during the past three decades!
During the past 30 years, Affinion Loyalty Group (ALG) has become a powerhouse in the loyalty space by believing that this...Read More
Sep 22 2011
2010 BAI Retail DeliveryOctober 19-21, Las Vegas, NV
As a first time attendee of the 2010 BAI Retail Delivery, it was quite an impressive showing from both an attendance and a content, focus and message perspective as well. I would venture to say the central tenet or theme of the conference was...Read More
Aug 25 2011
2011 has been quite an interesting year so far. We have seen thought provoking events on the world stage that have been of significant economic (bailouts in Ireland, Greece and domestic debt issues), climate (earthquakes, floods, tornados and tsunamis) and political interest (democratic...Read More