There are plenty of full news stories listed on our main news page - make sure you don't miss them! Here are some of the latest news highlights...  
 · Most loyalty schemes are going social & mobile
 · Avoiding the risks of loyalty diversification
 · Going 'glocal' may be key to global business
 · Few UK businesses measure social media ROI
 · Digital marketers not dismissing offline channels
 · In retail marketing, families really matter
 · Combining the power of email & social channels
 · Consumer travel habits are changing rapidly

 
More: See the main news articles
 

In the US, White Castle restaurants have launched a loyalty programme called 'Craver Nation', which encourages like-minded Cravers to form a social community with rewards in the form of free Slider hamburgers. The Craver Nation website includes a gallery of photos from Cravers, as well as online games. Cravers can create their own profile and post comments on the site, and they can also stay up-to-date via the Craver Nation mobile phone application. Cravers earn points by completing certain tasks on the website, and everyone gets two free Sliders just for signing up online. During the launch period, White Castle is also giving away a tablet computer each day, and one lucky Craver Nation member will win 'White Castle Sliders For Life'. White Castle is based in Columbus, Ohio, and operates 400+ restaurants in 12 states.

Web: http://www.whitecastle.com

Hilton Worldwide and USA Today have signed a new multi-year print and digital partnership, offering all guests at Hilton Worldwide brands in the US free 24-hour access to customised digital content from Gannett publications, including USA Today. As an added benefit, members of the Hilton HHonors frequent guest loyalty programme also have exclusive access to online entertainment through the Hilton HHonors Guest Portal, which is powered by USA Today. Guests staying at hotels within the Hilton Worldwide portfolio in the US will start to see changes to the brand's digital offerings beginning in summer 2012, with a full rollout scheduled for autumn 2012. Printed copies of USA Today will continue to be available for guests, as before.

Web: http://www.hiltonworldwide.com

Australian business directory, Word Of Mouth Online (WOMO), has launched a Member Rewards programme, allowing consumers to earn 'Influence Points' for reviewing businesses and sharing their experiences by word-of-mouth. Points can then be redeemed for Westfield, iTunes or WISH grocery and fuel vouchers. The consumer review website covers industries as diverse as accountants, beauticians, cleaners, computer service companies, dentists, doctors, dog walkers, electricians, florists, funeral directors, gardeners, gymnasiums, hairdressers, marriage celebrants, mechanics, naturopaths, photographers, plumbers, removalists, solicitors, tilers, vets, waxing services, and dozens more.

Web: http://www.womo.com.au

Online travel firm Expedia has reported that on its loyalty programme's first anniversary, it had awarded more than 4 billion rewards points to Expedia Rewards members in the United States. The programme allows members to earn points for the hotels, flights, resorts, vacation packages and activities they book via the website. Some 3.7 million travellers signed up for Expedia Rewards during the programme's first year, averaging 7,000 new members per day. One member earned more than 940,000 during the year, while another earned 850,000 points. Members earn up to 2 Expedia Rewards points per US$1 spent on all flights, hotels, activities and vacation packages that include a hotel stay. When hotels and flights are booked as a package (and are booked simultaneously) the number of points earned per US$1 increases. Expedia Rewards members who are part of an airline or eligible credit card loyalty programme can also 'double dip' to also earn frequent flyer miles or credit card loyalty rewards.

Web: http://www.expedia.com

American Airlines AAdvantage members can now book award travel via AA.com on British Airways, a oneworld alliance member and joint business partner, and on Hawaiian Airlines, an AAdvantage participating airline. These expanded options offer customers a more convenient way to book one-way, round-trip and multi-city award travel on one or a combination of participating airlines on AA.com.

Web: http://www.aa.com

Capgemini and Efma have released the ninth annual World Retail Banking Report which found that, while bank customers citing a 'positive customer experience' increased modestly by 7% globally from last year, customer retention is in flux. According to the Report's Customer Experience Index, which surveyed over 18,000 bank customers across 35 countries, 9% of customers are likely to leave their banks in the next six months while 40% are unsure they'll stay long term. The report shows that banks have a significant opportunity to close the customer sentiment gap and address the factors that matter most to them to increase loyalty. Quality of service (53%), fees (50%), ease of use (49%), and interest rates (49%), represent the biggest impact areas to keep customers from leaving. The report also reveals that mobile banking services have yet to be fully leveraged.

Web: http://www.capgemini.com/financialservices

Kuala Lumpur-based CIMB Bank is celebrating the third anniversary of its AirAsia Savers Account and the opening of the 300,000th account by awarding a lucky customer one million BIG points. The account, launched in 2009, rewards its holders with travel benefits and privileges, and has achieved triple digit growth for both the number of accounts and the account balances as compared with other statement savings accounts. Its average account balance is 50% higher than the other statement savings. In future, account holders will earn 250 BIG points for every RM1,500 (US$492) (on average) in their account every quarter. In order to earn the BIG points, account holders must sign up for the AirAsia BIG Global Loyalty programme, when they will receive a bonus of 250 BIG points. They also earn bonuses for specified account behaviour and are eligible for priority bookings and other benefits on Air Asia. AirAsia BIG Loyalty is owned and managed by Think Big Digital, a joint venture between AirAsia and Tune Money.

Web: http://www.cimbbank.com.my

Members of Southwest Airlines' Rapid Rewards and AirTran Airways' A+ Rewards' frequent flyer programmes are now able to transfer their loyalty rewards between the two programmes to redeem for reward travel to 97 destinations, including Mexico and the Caribbean. However, the two loyalty programmes remain separate for now. The ability to convert loyalty rewards requires an active account in each programme. Members then use their Rapid Rewards Member account number to access the loyalty rewards conversion capability on southwest.com. Southwest's Rapid Rewards members can convert their Rapid Rewards Points, active credits, and active Awards/Certificates into A+ Rewards Credits for flights on AirTran. AirTran's A+ Rewards members can convert their active A+ Rewards Credits into Rapid Rewards Credits for flights on Southwest Airlines.

Web: http://www.southwest.com

In Australia, AGL Energy has signed a partnership agreement to join the FlyBuys loyalty programme, to reward thousands of consumers for everyday spending on their AGL gas and electricity at home. Under the new partnership, every Aus$1 spent by eligible customers on their AGL household energy bills will equate to 1 FlyBuys point. Customers who successfully switch their gas or electricity account to AGL on line and satisfy eligibility criteria before 31st July 2012 are to be awarded 10,000 bonus points. Ken Hodgson, group general manager for AGL's Retail Energy division, said the initiative was a response to the overwhelming popularity of rewards schemes: "Recent research has shown that 88% of energy users subscribe to loyalty programmes and almost two thirds (65%) feel good about companies that reward them for their custom."

Web: http://www.flybuys.com.au

US-based media corporation Cablevision Systems has partnered with car rental firm Hertz, providing Cablevision's Optimum Rewards loyalty programme members with Hertz Rent A Car discounts and special offers. Optimum Rewards members benefit from several offers through Hertz, including: discounts on daily car rental rates; discounts on weekend rental rates at the airport; savings on weekly neighbourhood rental rates; a free upgrade on weekly or weekend rental at the airport; free membership of the Hertz Gold Plus Rewards programme (until 30th June 2012); and additional discounts in Europe and all other participating international locations. According to Hertz chairman and CEO, Mark Frissora, "Like Cablevision, Hertz values its loyal customers, which is why we are giving Optimum Rewards members free membership of the Hertz Gold Plus Rewards programme, in addition to various savings options we have exclusively for Optimum Rewards members."

Web: http://www.cablevision.com

Hilton HHonors, the loyalty programme of Hilton Worldwide's portfolio of hotel brands, recently run a 2012 Spring Promotion, through which guests could save up to 20% off a minibreak (when staying by 10th June 2012) at any of the 240 participating hotels in the Hilton Worldwide portfolio in more than 170 destinations across Europe, the Middle East and Africa. According to Jeff Diskin, senior vice president of global customer marketing for Hilton Worldwide, "The HHonors Spring Promotion gave guests and members across Europe, Middle East and Africa the perfect opportunity to get away for less, and to create memorable travel experiences with their friends and family."

Web: http://www.hiltonhhonors.com

At its annual partner conference, Cisco announced a new global channel programme called 'Partner Plus', targeting mid-sized customers. Partner Plus is aimed at a set of channel partners who invest in selling Cisco to mid-sized customers. It provides incremental incentives, virtual engineering support, marketing, sales enablement, and customer intelligence to partners who commit to a highly collaborative selling approach with Cisco to accelerate their business more quickly than the market. Partner benefits include incentives and rebates, virtual access to Cisco engineers, customer intelligence, premium sales training and enablement, and premium marketing services and support.

Web: http://www.cisco.com

Rydges Hotels has relaunched its hotel rewards programme, valid at Rydges Hotels and Resorts in Australia, New Zealand, Dubai and London. Rydges PriorityGUEST Rewards offers a range of guest benefits and rewards at Rydges Hotels and Resorts. Apart from existing properties in Australia, New Zealand, Dubai and London, the programme is also available in two more hotel brands: The Art Series Hotel Group and QT Hotels and Resorts. Member benefits of PriorityGUEST Rewards include 10% off the best available room rate, 20% savings on meals and drinks, and 50% off in-room high speed internet, when booking online. Members also benefit from a free welcome drink with every stay, and late check-outs. PriorityGUEST Rewards has also introduced a company and bookers component to the programme, rewarding corporate bookers with personal points each time they reserve rooms for their company. These points can be redeemed for a wide variety of gifts, and their companies can enjoy money saving opportunities every time they book, with increased discounts based on the number of rooms they book. PriorityGUEST Rewards is free to join.

Web: http://www.priorityguestrewards.com.au

American Express has announced new partners for its Membership Rewards cardholder loyalty programme, including Seamless, Groupon, Virgin America and Vente-Privee USA. Through the new relationship with online food ordering service Seamless, American Express cardmembers can redeem Membership Rewards points for pickup or delivery orders from more than 9,000 of their favourite local restaurants in 40 cities throughout the US. Cardmembers can redeem points in 1,000 point increments for US$10 e-certificates. Groupon allows cardmembers to explore their city, whether by trying out a new restaurant or learning to scuba dive, using Membership Rewards points. Points are redeemed for gift cards and eGift cards to use toward the site's daily online offers. Cardmembers can also redeem points for eGift cards with private online sales site Vente-Privee USA, and enjoy access to top European and American designers at up to 70% off retail prices. American Express also recently added several travel partners, including Virgin America, Choice Hotels International and Borgata Hotel Casino and Spa, giving cardmembers more choices to use Membership Rewards points toward flights and hotel stays. Finally, the programme has expanded its relationship with Dell; in addition to using points for Dell gift cards, cardmembers can now redeem for Dell electronic products and accessories directly through the Membership Rewards web site.

Web: http://www.membershiprewards.com

While South African consumers' purchasing power may have grown by 5% in 2011, they are still cautious when it comes to spending and continue to explore ways to extend their wallets, according to FNB's chief economist Cees Bruggemans. Bruggemans says South Africans enjoyed a 10% nominal growth in income in 2011, despite there being a 'hangover' of negative sentiment from the global economic crisis that struck in 2008. Rewards and loyalty programmes (such as FNB's popular eBucks coalition programme) are also playing a role in the economy as they help increase purchasing power, and member behaviour (i.e. what consumers spend their rewards on) also often indicates consumer sentiment. For example, in good times, loyalty points earned by making everyday purchases can be set aside to purchase big ticket items or luxury items such as expensive electronics, holidays or expensive jewellery. But, in tougher times, members of rewards programmes tend to rely more on their rewards currency to make ends meet by purchasing everyday items such fuel, groceries and air time.

Web: http://www.ebucks.com

Hertz has announced the launch of 'Hertz Business Rewards', a flexible loyalty programme that offers up to 20% discounts on car rental rates for small and mid-size companies and their employees. The programme, which is free to join, also enables businesses and their travellers to earn credit toward free rentals. Highlights of Hertz Business Rewards include lower rates (up to 20% off competitive rates at participating Hertz airport and off-airport locations), special offers, free rental days (earn 15 rental day credits and get a free rental day certificate), earning 5 rental credits for enrolling or 10 credits for enrolling online, double credit for rentals during the first 90 days after enrolment, free Gold Plus Rewards membership for company employees (allowing them to earn their own free rental days, airline miles, or hotel loyalty points), and discounted leisure travel rates when booking through Hertz.

Web: http://www.hertz.com

More than one-third (35%) of UK adults have stopped using a business within the past 12 months because they experienced poor levels of customer service, according to a survey by Kofax, a provider of capture-enabled business process management (BPM) solutions. The study, undertaken for Kofax by leading UK market research company YouGov, questioned over 2,000 consumers on how they interact with businesses such as banks, insurers and retailers, and highlighted a growing need for organisations to focus on initiatives that improve customer responsiveness and technologies that deliver the best possible customer experiences. Consumers also reported strong preferences about the means of communication that businesses use, with more than one third (37%) of 25-34 year olds preferring to communicate with a supplier via electronic means using smartphones, rather than through more traditional telephone or face-to-face interactions. "The evidence suggests that customers have no qualms about taking their business elsewhere if a company doesn't meet their service expectations or offer access through an increasingly wide range of communication channels," concluded Kofax CMO, Martyn Christian.

Web: http://www.kofax.com

UK-based TeePee Games, a discoverability specialist for social, smartphone, MMO and online Flash games, has announced the launch of a new loyalty and rewards programme which has been rolled out alongside a revamped TeePeeGames.com website and Facebook application. The loyalty programme brings 'gamification' to the website and Facebook app, and rewards players who participate in various activities across the TeePee Games network. Users now begin their journey as a 'Villager' in the TeePee Games tribe and, by acquiring a set number of trophies, can progress through six different tribal levels up to the ultimate status of 'Wise One'. Trophies are awarded to users for completing a diverse range of tasks, such as discovering a set number of games, testing out certain features and sharing achievements with friends. The site's Geronimo recommendation engine has also been updated, so users can now receive instant personalised game suggestions from the moment they log-in to their accounts.

Web: http://www.teepeegames.com

Brazil's Dotz loyalty programme has rolled out its coalition loyalty programme into the nation's Sao Paolo State Interior, a region comprising 23 cities with a population of approximately 4 million, marking a key milestone in the programme's expansion plan. With its presence now in three markets with a total population of 13 million (Belo Horizonte, Brasilia and Sao Paolo State Interior), more than 2.1 million consumers have enrolled in the programme and can collect Dotz (points) at a growing number of national and regional sponsors. The programme plans to enter several other regions in Brazil by the end of 2012, with the aim of increasing total membership to at least 4 million. Contributing to the programme's growth is the recent signing of a national multi-year agreement with drug store chain Pague Menos, and a new sponsor agreement with Paulistao, a recognised brand-name grocer in the Sao Paolo State Interior. Brazil has the fifth-largest population in the world with more than 190 million citizens, and has all the key characteristics required for a successful coalition loyalty programme.

Web: http://www.dotz.com.br

According to a survey by Plastic Card Services, some 90% of plastic card issuers are interested in environmental plastic card options. BioPVC cards decompose in less than three years, versus 300-1000 years for conventional PVC cards. In addition, the cards are manufactured using a waterless print processes, which significantly reduces emissions and harmful compounds released into the atmosphere. The survey of some 3,000 decision makers spanning independent retail outlets to multinational corporations, also found that 43% of respondents expected their need for plastic cards to grow, and 48% forecast that their needs would remain at least at current levels.

Web: http://www.plastic-card-services.co.uk

British restaurant chain, Beefeater Grill, has launched a new loyalty programme, The Reward Club. Members collect five points for every £1 they spend on food and drink. Once members have collected 500 points, they can exchange their points online either for money-off vouchers or special food and drink vouchers that can be redeemed in Beefeater Grill restaurants. The launch will be supported in-house by point of sale promotion; via the Beefeater Grill website; via regular email communication with customers, and external communications including PR. The programme was developed in partnership with business services company, Grass Roots, which was involved in consulting, creative, technology development, staff training and will help run the programme, in support of the Beefeater loyalty team, on an ongoing basis. BBH, the retained Beefeater design agency, helped to create the identity and the design of the point of sale and promotional collateral. From green light to deployment, including design, building and testing took less than four months.

Web: http://www.grassroots.uk.com

Aeroplan is introducing Destination Miles, a new service operated by its affiliate, Destination Miles Booking Service, for Aeroplan Members. It will allow members to use cash to book hotel stays, car rentals and holiday packages online or by phone through the Destination Miles Travel Desk. Members will also be able to earn miles for every purchase by booking through Destination Miles. To mark the launch members can, for a limited time, earn 3 miles for every Can$1 spent. In 2011, some 2.3 million rewards were issued to Aeroplan members, including more than 1.5 million flights on Air Canada and Star Alliance carriers.

Web: http://www.aeroplan.com

On 7th March 2012, Capital One Financial Corporation launched the Venture Double Miles Challenge, which allowed consumers who opened a Capital One Venture Card to earn up to 100,000 double miles for every dollar they spent on their travel card in 2011. The response was overwhelming and, in just 31 days, the billion miles that had been allocated to the promotion was used up. But consumers who apply for a Venture card in future can still qualify for 10,000 bonus miles when they open a new Venture account.  Features of the card include: double miles on all purchases; fly on any airline, anytime, with no blackout dates or restrictions; redeem miles for any travel purchase (including airline, hotel, and car rental before, during or after travel), no foreign transaction fees, and no limits on how many miles can be accumulated and no miles expirations. Cardholders make their travel purchase (by whatever means they prefer) using their Venture card, then call Capital One or go online to reimburse the charge with their miles. The cost of the transaction is refunded on the next statement.

Web: http://www.capitalone.com

Nominations are now open for the 3rd Annual Colloquy Loyalty Awards, presented by LoyaltyOne and Visa, highlighting the best innovations in Enterprise Loyalty around the world. Entries are submitted from companies in all major industries including retail, travel, financial services and more. Judging will take place in two rounds and winners will ultimately be decided by professionals in the loyalty industry. Sears, Fedex and Coca-Cola were among those who were elected as global loyalty leaders in 2011. Six awards are made: Innovation in Loyalty Marketing; Loyalty Innovation in Retail; Loyalty Innovation in Travel/Hospitality; Loyalty Innovation in Financial Services; Loyalty Innovation in Other Industries; and Master of Enterprise Loyalty. Voting will take place from 11th June to 20th July 2012, and the winners will be announced on 12th September 2012 at the 10th Annual Colloquy Loyalty Summit in California. Submissions of nominations are free and are being accepted here until 4th May 2012 at 6.00pm (EDT).

Web: http://www.colloquy.com/loyaltyawards

In France, office products company, Staples, has launched Staples Fidélité - a new customer loyalty programme in which all Staples Online customers can save on essential office products. The programme applies to purchases of all ink & toner, office supplies and paper products. Customers can participate on three levels, beginning with discounts of 10% and increasing for the most loyal customers. They receive a voucher after each eligible purchase, and can then redeem it toward future purchases from the Staples product range.

Web: http://www.staples.fr

Shopkick, a location-based shopping app that rewards shoppers simply for walking into stores and interacting with products, has partnered with ExxonMobil and is issuing rewards at more than 375 Exxon or Mobil branded retail locations in and around Miami, New York City and Washington D.C. The pilot programme is designed to help Exxon and Mobil branded retailers strengthen customer loyalty by enhancing the shopping experience. ExxonMobil joins more than 11 national retailers and 40 major brand partners in shopkick's cross-retailer rewards programme, including Target, Kraft, Best Buy, Procter & Gamble and American Eagle. Rewards - called 'Kicks' - can be earned and redeemed with participating retailers.

Web: http://www.shopkick.com

Speciality retail chain, Express, has launched Express Next, a points-based loyalty programme open to all US customers. Express Next replaces the previous loyalty programme that was only available to Express Credit Card holders, and is designed to meet the Express shopper's habits both in-store and online, as well as reward brand interaction via social media. Points are not only earned  in-store and online at express.com, but also when members visit different Express store locations and engage with the brand via social media platforms. Express Next members do not have to carry rewards certificates or cards; all accumulated point information is managed electronically and applied to the customer's order directly from the point-of-sale. To prepare for the launch, Express tested the programme during the autumn in eight key markets, expanding the interactive phone menu and adding a 24-hour dedicated Express Next customer service option.

Web: http://www.express.com

The accelerating pace of smartphone adoption and data usage, together with increasing capital expenditure driven by the transition to 4G networks and declining mobile voice usage is creating significant pressures on existing revenue models and profitability for wireless carriers, according to  a survey conducted by PwC US titled No wires attached: 2011 North American Wireless Industry Survey. The survey finds that as the industry continues to mature, prepaid and mobile broadband services will become increasingly important revenue sources for operators. Customers are becoming less loyal - the average length of postpaid customer relationships has fallen from 59 months in the 2010 survey to 48 months in the 2011 survey. Carriers are rethinking their approach to customer relationships and are considering new ways to retain subscribers, such as device buyback initiatives, leasing programmes, and 'bring your own device' approaches. The full report is available here.

Web: http://www.pwc.com