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...  
 · Panic price offers lack consumer relevance
 · Case study: Customer-centric loyalty marketing
 · Air Miles Canada sets up online community
 · Relationships rule the wireless roost, study finds
 · Retailers at risk from the 'anonymous customer'
 · E-printable coupons help reduce sales fatigue
 · Who consumers trust most when 'going green'
 · Most UK firms still ignoring customer insights

 
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Hilton HHonors is providing its members with access to free concert tickets at select amphitheatres and clubs throughout the United States. HHonors members need to register online for the promotion, then make an online booking for a stay at any Hilton Family hotel until 30th September 2009. Such online bookings attract a free general admission or lawn ticket to a select concert. Following registration and booking, the member will automatically receive an e-mail containing a redemption code for the ticket, which can be redeemed for any concert at participating Live Nation amphitheatres or clubs (subject to availability). Members also have the option to buy extra tickets at the time of redemption. The free tickets can be redeemed at any time until 31st December 2009, and there is no limit to the number of tickets each member can earn and redeem.

Web: http://www.hiltonhhonors.com

Until 16th August 2009, members of the Best Western Rewards frequent guest loyalty programme who make 2 separate stays in the US or Canada will earn a 16,000 point electronic voucher redeemable for a free night at many of the chain's hotels around the world. A maximum of 2 vouchers can be earned during the promotional period, although vouchers are combinable and can be used on any night of the week (depending upon availability). Rewards programme members will also earn 250 bonus points if when they book online through the chain's web site. To be eligible for the promotion, members must first register online for the promotion and reside in North America, South America or Asia. Best Western has also partnered with Disney to provide members' children with a free sling bag featuring the Jonas Brothers show, Jonas!, when they register for the summer promotion. The two companies are also hosting a Rockin' Vacation sweepstake for a family trip to the L.A.-based set of the Jonas! series and to meet members of the cast.

Web: http://www.bestwestern.com

The corporate foodservice management company Compass Group has been working with payments processor First Data to develop a tiered customer loyalty programme for corporate cafes and dining centres. The new Zipthru Rewards programme is an automated, points-based loyalty scheme that recognises customers by their level of loyalty. For example, the most loyal customers receive more rewards, including access to special discounts on goods and services from both local and national merchants. Since implementing the loyalty programme, Compass Group reports an increase in customer frequency, participation and satisfaction. The company says it has plans to expand the programme into a number of additional dining centres throughout 2009.

Web: http://www.cgnad.com

The direct marketing firm AmazingMail.com has announced a new predictive modeling service for the small to medium business (SMB) segment. The automated AmazingProspects service allows direct marketers to effectively clone their best customers against consumer and business databases using smart profiling technology. According to AmazingMail's CEO, Chris Lynde, "Marketing trends are moving toward modeled segmentation that provides a better understanding of micro-segments among customers and prospects". The service initially helps the marketer to develop a profile that determines the key factors that define a company's best customers, and then allows them to select new prospects based on that profile.

Web: http://www.amazingmail.com

The Brazilian airline TAM has announced the launch of its new Multiplus Fidelidade customer loyalty network, which will alllow customers to earn and combine points from a variety of other customer loyalty programmes in a single account and then redeem them for rewards from a range of merchants, including drugstores, gas stations, telephone service providers, supermarkets, hotels, movie theatres, bookstores, banks, credit cards, internet providers and car manufacturers, among others. Fidelidade will continue to be the reward programme for TAM's frequent flyers, retaining its existing benefits, but their points will soon be able to be added to Multiplus Fidelidade, making it quicker and easier to build up points and redeem them for a wider variety of rewards.

Web: http://www.multiplusfidelidade.com.br

Play.com has launched a new Play.com Credit Card, which incorporates the PlayPoints reward scheme for use on the company's web site. Cardholders earn 1 PlayPoint for each £1.00 they spend outside of Play.com, and 2 points per £1.00 spent at Play.com. Points are redeemable toward some 8 million products available through the web site. An opening bonus of 1,500 PlayPoints is awarded when members spend £150 within 90 days of opening their card account.

Web: http://www.play.com

Home furnishings chain, Ikea, has installed in-store self service kiosks to improve customer experience. The kiosks enable customers to sign up for Ikea's Ikea Family loyalty programme, as well as providing them with targeted, early information about upcoming promotions, sales and events. The kiosks also facilitate membership recruitment, and allow existing members to print a temporary card or update their customer profile. The kiosks incorporate Protouch's Xen X5 kiosks with touch screens and 80mm receipt printers. They are installed in all six Belgian Ikea stores.

Web: http://www.protouch.co.uk

UK payment provider, Barclaycard, is moving forward with its plan to introduce a retailer rewards scheme by signing an agreement with Welcome Real-time to provide the scheme's IT infrastructure. Welcome Real-time will work with Barclaycard to develop the software for a retailer rewards scheme that is expected to encompass retailers ranging from sole traders to major high street names. Barclaycard has close to 90,000 retailer relationships, many of which are expected to participate in the programme.

Web: http://www.welcome-rt.com

MoneyGram Rewards, a loyalty programme offering members fee discounts, receive notices, and fast and convenient form-free money transfers, has launched in Germany and will expand to France and Italy this summer and to Spain and Canada in the autumn. The programme was introduced in the US in 2008 and now has more than three million customers. Membership benefits include a personalised card for expediting money transfers, quarterly statements and the ability to manage their account and profile online.

Web: http://www.moneygram.com

After an implementation period of six months, Loylogic has gone live with the new EuroBonus Reward Shop. The shop has a new look and feel and, from day one, EuroBonus members can redeem EuroBonus Points for over 600 non-flight rewards in shopping categories that include Home & Living, Style & Beauty and Kids & Family. Loypay reward payment technology allows members to individually select their preferred miles-plus-cash combination to pay for any non-flight reward. The Loyrewards 2.0 platform also offers features such as online auctions, raffles and donations.

Web: http://www.loylogic.com

Results from IDC's Asia/Pacific Advanced Customer Care and Retention (ACCR) 2009 poll of Asia-based companies indicate that although most are reducing or freezing their investments in IT during this economic downturn, 20% of the respondents will still invest in IT solutions that can help them increase earnings. This trend is seen most clearly among larger enterprises and especially in China. Companies that are focusing on growth are significantly more likely to explore the more advanced areas of customer care. Nearly half of the respondents saw the main value of Customer Care as being a way to generate revenue, and many are ready to go beyond traditional customer relationship management.

Web: http://www.idc.com

In New Zealand, the Fly Buys coalition loyalty programme has signed two new partners - duty-free retailer DFS Galleria and national cycling brand AvantiPlus. The new partnerships allow New Zealanders to collect Fly Buys points from DFS Galleria, as well as for purchases and servicing at AvantiPlus outlets. One of the main goals of AvantiPlus in joining Fly Buys, the company says, is to increase public awareness of the extent of its retail network. In addition to DFS Galleria's traveller-focused stores, programme members could already collect points for a range of other related products including travel and holiday bookings, accommodation, car hire, travel insurance, and foreign currency purchases.

Web: http://www.loyalty.co.nz

In the US, the Center for Advanced Retail Technology has announced a new partnership with BVI Networks, a provider of in-store business intelligence and decision support systems. The centre will use BVI's RetailNEXT, which enables retailers and manufacturers to use video, transaction data, and video analytics algorithms to address some of their highest priority objectives in terms of optimising store operations, gaining valuable marketing & sales data and improving security. According to Gary Hawkins, CEO for Hawkins Strategic, operator of the centre, "Being able to create customer maps in each store so as to better optimize merchandising, along with the ability to measure and understand promotion effectiveness at the shelf level, is powerful and profitable information."

Web: http://www.hawkinsstrategic.com

Accor has announced the availability of its integrated Global Rewards programme in the US, aiming to help companies expand globally while offering a common set of opportunities, benefits and reward programmes to their employees around the world, as well as to their customers and sales channel partners. The programme was developed to provide US-based incentive agencies and their corporate clients with cost effective and localised incentive and employee recognition programmes, with centralised (US-based) account management facilities. The company currently provides reward fulfillment services in 46 countries (22 in Europe, 7 in Latin and South America, 13 in Asia Pacific and 4 in the Middle East and Africa).

Web: http://rewards.accorservicesusa.com

In Canada, Samba Days has teamed up with Aeroplan to provide gift ideas that go 'outside the box' for all kinds of celebration. Canadians can now earn Aeroplan Miles by purchasing a Samba Days 'themed experience' package from the Aeroplan e-store. In addition, members can redeem their Aeroplan Miles online for a theme pack of their choice, starting at 12,500 miles. There are four packages to choose from, including: action and adventure; personal luxuries such as massages, facials, manicures and yoga classes; pampering and wellness; and learning opportunities such as an air combat flight simulator, private dance lessons, or martini-making lessons.

Web: http://www.aeroplan.com

ICF World Homes has partnered with DCR Strategies to launch the TruCa$h/ ICF World Homes Prepaid MasterCard, which can be used as a payment vehicle for commissions, incentives, and expenses for ICF sales representatives, independent contractors, and ICF company personnel. Replacing previously issued cheque payments, the ICF Prepaid MasterCard allows ICF to streamline payment and expense procedures as well as save on cheque issuance. Starting now, all payments, disbursements, incentives and expenses are being paid via DCR's secure payment platform. ICF World Homes will distribute the cards to its independent contractors and sales representatives when they purchase products from ICF World Homes, with cards being mailed to contractors and sales representatives after registration. Cardholders can then use their cards at any MasterCard-supporting merchant or ATM worldwide. Cardholders also gain access to the built-in TruCa$h loyalty platform which allows them to shop and earn loyalty points at over 1,000 points-issuing partners.

Web: http://www.trucash.com

In the UK mobile phone service market, O2 currently ranks highest in customer satisfaction for pre-pay mobile phone service, while Virgin Mobile ranks highest among pay-monthly mobile phone customers, according to the J.D. Power and Associates 2009 UK Mobile Phone Customer Satisfaction Study. Now in its 12th year, the study measures customer satisfaction with pre-pay and pay-monthly plans among the leading UK mobile network service providers. The study also found that several of the high-ranking providers performed particularly well in offering incentives and rewards. For example, 75% of all O2 pre-pay and pay-monthly customers report receiving rewards, compared with the industry average of 60%. Among pre-pay customers who receive rewards, satisfaction is much higher (712 points on average) than those who do not receive rewards (653 points on average). Additionally, among pay-monthly customers who receive rewards, the average satisfaction score is 702, compared with 618 among those who receive no rewards.

Web: http://www.jdpower.com

In the US, Food Lion has recently launched its Food Lion Private Brand Super Sale, offering shoppers up to US$10 worth of free groceries every time they buy Food Lion brand products and swipe their MVP loyalty card. Customers earn a US$1 coupon for the first four private brand products they buy, and an extra US$0.25 for each additional Food Lion brand product, up to a maximum of US$10, during the promotional period (which ends on 23rd June 2009). Coupons awarded at the point of sale are redeemable against the customer's next grocery bill. According to Shavonne Clark, Food Lion's director of private brands, "Food Lion sales trends show that consumers are switching to private brand products, and this is one way we can thank customers who use our own private brand products. We also wanted to provide an additional incentive for customers who haven't yet tried our private brand products."

Web: http://www.foodlion.com

Chase Card Services has announced the launch of Ultimate Rewards, available on Chase Freedom and the new Chase Sapphire cards. Ultimate Rewards provides a host of redemption options, and allows cardmembers to view their rewards activity, earn bonus points for shopping, redeem points, book entire travel itineraries, and search for and reserve restaurants through a single web site. Customers earn at least 1 point for every US$1 they spend, and there are no earning tiers or merchant restrictions. As a bonus, cardmembers earn 2 points for every US$1 they spend on air travel when they use the Ultimate Rewards Online Travel Tool and pay with a Chase credit card. Cardmembers can also earn up to 10 bonus points per US$1 when shopping with a Chase card online at the 300+ retailers in the Ultimate Rewards Bonus Mall. There is no limit to the number of points a customer can earn each year, no limit on the number of redemptions, and there are no points expiry dates.

Web: http://www.ultimaterewards.com

Kobie Marketing and Flagstar Bank have recently teamed up to launch a new loyalty programme called Flagstar Rewards. The programme is based on Kobie's Alchemy rewards platform and offers targeted incentives, including points pooling, flexible travel options and experiential rewards. The programme aims to help Flagstar remain competitive through both relationship-based banking and a clearly differentiated customer experience. Members of the new programme can pool points across accounts, earn experiential rewards such as Daytona 500 NASCAR tickets, and book travel rewards through their provider of choice.

Web: http://www.kobie.com

Fiji-based Air Pacific and Alaska Airlines have entered into a new codeshare agreement and expanded frequent flyer programme partnership, allowing members to earn and redeem miles on Air Pacific flights to the South Pacific and beyond. The airlines also announced they have established a codeshare agreement for service between Fiji and Vancouver, British Columbia, via Los Angeles on Alaska-operated flights. Customers can book travel from Fiji and receive boarding passes for travel on Alaska Airlines, as well as handling of through-checked baggage. According to Steve Jarvis, Alaska Airlines' vice president of marketing, "This new relationship gives frequent flyers more travel options and offers easier connections for those travelling between the United States, Canada and Fiji."

Web: http://www.alaskaair.com

Carlson Hotels has announced a 1,000 Points, 1,000 Hotels offer enabling members of its GoldPoints Plus frequent guest loyalty programme to earn bonus points by staying at Carlson hotel brands for three nights or longer between 1st June and 31st August 2009. Guests can earn 1,000 bonus Gold Points per night, starting with their third night, at any of the 1,000+ Carlson Hotels locations around the world. All five Carlson hotel brands participate in GoldPoints Plus, including Regent Hotels & Resorts, Radisson Hotel & Resorts, Park Plaza Hotels & Resorts, Country Inns & Suites By Carlson, and Park Inn. The new offer enables guests to earn extra points, including an extra 5,000 bonus points when they stay five or more nights. The offer does not, however, require the nights to be consecutive or at the same hotel. Members can earn up to 25,000 bonus points (for 20 nights) during the promotion period.

Web: http://www.goldpointsplus.com

SeaMiles, a North American cruise loyalty provider, has announced its first quarter results for the period ending 31st March 2009, reporting total revenue of US$3,194,594 (an increase of 24% over the same quarter in 2008). Income from continuing operations before tax was US$456,893 compared to a loss of US$55,294 in the previous year, due largely to the favourable foreign exchange fluctuation and a reduction in direct loyalty programme costs during 2009. "Our first quarter results confirm the growing awareness and enthusiasm that both our existing and new cardholders have for SeaMiles, as our 'Any Cruise Line, Any Time' programme allows cruisers total flexibility at the time of point redemption," commented Peter Rooney, president for SeaMiles. The programme does not impose redemption fees, restrictions, or black-out dates.

Web: http://www.seamiles.com

EDataNetworks has recently launched its mobile module, integrated with the backbone technology of its existing loyalty and cause-related marketing systems. The launch of the mobile module began with the company's golfing rewards programme, GolfingCard. The new module helps GolfingCard members to access their rewards more easily via the mobile channel, ready for use at participating locations, removing the need to print out reward vouchers before heading off to the golf course. GolfingCard rewards are available on all internet-enabled mobile devices, allowing members to claim rewards by simply showing their device's screen.

Web: http://www.golfingcard.com

Webtrends, a provider of data collection and analysis tools, has announced the beta version of its standardised model for determining how effectively organisations measure and use the data generated by their online marketing campaigns. The Digital Marketing Maturity Model (DM3) provides a framework and objective criteria for assessing the strategies, skills, tools and best practices that support the successful measurement of all digital marketing activities. Webtrends Digital Marketing Optimisation team developed the model, drawing on more than a decade of experience helping leading companies and brands such as Microsoft, Coca Cola, Disney and General Mills build successful measurement programmes. According to Jascha Kaykas-Wolff, Webtrends' vice president of marketing, "We hope this model leads to consensus about how to build and maintain mature measurement programmes across all types of digital marketing investments."

Web: http://www.webtrends.com

Hilton HHonors, the frequent guest loyalty programme of the Hilton Family of Hotels, has put into place several summer promotions. First, members can earn 10,000 Hilton HHonors bonus points for completing a minimum three-night stay at any Conrad Hotel & Resort or any Waldorf Astoria Collection hotel or resort, until 30th September 2009. Second, members benefit from US$100 off roundtrip airfares on British Airways flights to mainline destinations worldwide until 30th June 2009. Third, members earn double United Airlines Mileage Plus miles for stays at participating Hilton Family hotels around the world until 30th June 2009. Fourth, members can claim a 20% discount on reward stays at Hilton Family hotels in Paris, France (including the Hilton Paris Charles de Gaulle Airport, Hilton Paris La Defense, Hilton Paris Orly Airport and Trianon Palace Versailles, The Waldorf Astoria Collection - valid for four-night reward stays until 15th July 2009). Finally, members can earn triple HHonors Base points for stays that include a Sunday night at one of four Hilton Family hotels including the Waldorf- Astoria, Hilton New York, Hilton Times Square, and Millenium Hilton until 31st December 2009.

Web: http://www.hiltonhhonors.com

The TruCa$h Imagine travel agent incentive programme has been launched to provide travel agents in the USA with a loyalty programme that rewards and motivates individual agents with cash-based rewards. Designed to motivate and increase sales at the front line, the programme aims to encourage travel agents to be brand-specific and service-loyal. For example, each time an agent books a holiday package with the Skylink group of companies or another coalition partner brand, they are rewarded with loyalty points.The programme then allows flexible redemption options that convert points directly into cash: when an agent has accumulated enough points, they can simply convert them into cash online and spend them using an Imagine Prepaid Discover Card. Agents also earn reward points at over 1,000 online TruCa$h partners (via the programme's own e-shopping portal), and there no limit to the number of points that can be earned.

Web: http://www.trucash.com

WestJet Vacations has announced a new online concierge service, providing automatically-generated, customised travel web sites and booklets for customers who book holiday packages. Through an arrangement with Vancouver-based Contac, WestJet Vacations' new eConcierge platform aims to offer guests added convenience, better connectivity, and more information about every aspect of their holiday packages. For each guest, eConcierge creates a personalised web site and booklet containing tailored information about flights, transfers, hotels, tours, destination and attraction details, discount coupons, and more. Links to these personalised mini-sites can then be forwarded to friends and family, and the company says the sites will soon offer users the ability to upload photos and share holidaty details through social networks.

Web: http://www.westjet.com