Loyalty systems were some of the first marketing technology, dating back 35 years.  Now, these legacy systems are showing the strain. Enterprises everywhere are migrating to microservices in order to reduce costs, increase agility, and to achieve more with their data. Making the same progress in loyalty has been much more difficult. The typical incumbent […]

Hotel Loyalty programs aren’t producing the benefits that hotel brands have expected. Hoteliers provide discounts on rooms to loyalty customer members with the idea that they will spend enough (for rooms, hotel-run restaurants and stores) to more than make up the cost of the discounts and of administering the program. But bookings have actually dropped […]

In this episode, Robert and I discuss Brand Keys’ recent research on the qualitative aspects of major sports league loyalty. To say that Robert Passikoff is a fount of marketing information is a massive understatement – and it also completely misses the point. He, and the company he founded, Brand Keys, have been tracking brand […]

Every business has a churn problem, the question is, how big is your problem. Use predictive modeling and campaigns to retain more customers.

The more you embody it, the more indispensable you will be.

If you can make sense of an information dump, you can understand the health of your company and even predict the future of your business.

Philosophically and financially, realizing the financial return from a customer loyalty strategy requires patience, it is a marathon, not a sprint.  Always keeping in mind that incremental behaviors are a dominant goal of every loyalty program, we have plenty of proof that incremental lift can be achieved from all customer personas over time, even the […]

We’re privileged in that we often get an early look at some of the most important research in loyalty – and today’s announcement is another perfect case in point. Today, LoyaltyOne is releasing what they’ve very aptly titled “The Big Picture Report” to media and the business world at large. It’s an ambitious project that […]

While many major retailers are getting on board with paid loyalty programs, there are some premium loyalty questions that we keep hearing. Almost every retailer offers some type of traditional loyalty program. Points and discounts in exchange for repeat engagement has been the standard practice forever. That’s how it’s always been done. Premium loyalty is […]

Consumers are always looking for a great deal, but customers want more than great value. Find out in this recent interview with Deb Brown.

In an intensely competitive retail environment, there are still ways to stand out in the crowd and one of those is through your loyalty program.

Email marketing analytics have evolved, and marketers are finding predictive modeling can help them maximize their marketing spend.

Points-based loyalty programs aren’t going anywhere, but we are seeing a significant shift in what members expect in terms of benefits from the loyalty program(s) they participate in.

The difference between a free loyalty program and a paid loyalty program seems obvious. One is free to sign up for and one requires members to pay a recurring fee to stay in the program. But paid loyalty is about so much more than a membership fee. It’s about attracting your best customers and creating […]

As a concept, customer education has been growing in popularity for several years. Why? Because of its capabilities provide an interactive and engaging way for companies to impart vital knowledge and advice – turning people into more informed consumers. And, supporting that very statement, research shows consumers are 131% more likely to buy a product or service once […]

43% of customers are spending more money at brands they’re loyal to; brands that don’t put their returning customers first are losing out on significant revenue gains. Customer Retention Statistics: The Highlights Here are the trends we’re seeing in customer retention and brand loyalty: ●  84% of U.S. adults are loyal to retailers and 82% […]

There is one buzzword that has become central to all modern marketing practices – personalisation. It defines engagement. Speaking to an audience is only effective if done in their language, using narratives that are compelling and relevant to their interests, wants and needs. This principle is precisely why the industry has seen a huge rise […]

The 6 trends defining loyalty in the future are bringing the field into a new age of personalization and individualization.

This article covers the psychology behind influencing customer behavior through real-time loyalty statements. Follow these best practices to craft statements that maximize customer engagement.

Using data and insights to drive second purchase after a member joins your program is key to keeping them engaged and increasing their lifetime value.

Happy CX Day! In this video, people from across our organization share fundamentals that are key to delivering and achieving CX transformation success.

Building a successful CX strategy can feel like a haunting task. What can you do to avoid potential CX nightmares, and get your Customer Experience work to delight your customers and benefit your bottom line? Here are a few tips to get you started.

Loyalty—it’s in your customers’ pockets and at their fingertips. Smart brands are acquiring, engaging, and retaining customers with a loyalty strategy that harnesses the simplicity and readily-adopted nature of mobile. Here are some ideas on how leverage mobile technology to personalize and enrich your customers’ journey.