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...  
 · Study confirms a lack of win-back strategies
 · Technology to help fulfil shoppers' real needs
 · US supermarkets' loyalty participation rates
 · Football club adds loyalty to membership cards
 · Green marketing to drive more campaigns online
 · UK search marketing activity set to boom
 · Study links brand loyalty to customer care
 · New insights into payment card loyalty

 
More: See the main news articles
 

Mumbai-based Jet Airways has joined Cathay Pacific Loyalty Programmes' Asia Miles programme as a partner. Asia Miles members can earn and redeem miles when travelling on all eligible Jet Airways flights. Similarly, Jet Airways' JetPrivilege members can earn and redeem JP Miles on eligible routes on both Cathay Pacific and Dragonair. Jet Airways adds over 30 new destinations to Asia Miles, bringing the programme's network to almost 1,000 destinations globally. Asia Miles has more than 300 partners worldwide in nine partner categories. There are now 20 airline partners: Aer Lingus, Air China, Alaska Airlines, American Airlines, British Airways, Cathay Pacific Airways, China Eastern Airlines, Dragonair, Finnair, Gulf Air, Iberia, Japan Airlines, Jet Airways, LanChile, Malév Hungarian Airlines, Mexicana Airlines, Qantas Airways, Royal Brunei, Royal Jordanian and Vietnam Airlines.

Web: http://www.asiamiles.com

UK-based grocery supermarket price comparison web site, mySupermarket.co.uk, is extending its contract with Maximiles-owned online loyalty programme iPoints.co.uk, in order to allow grocery brands to incentivise customers to earn iPoints when buying their products. These can be exchanged online for a variety of gifts from music and film to electrical products and days out. Grocery brands will be able to collect real-time information on the consumers who purchase their products, and to monitor the effectiveness of the scheme in driving online sales of their grocery products through the four major online supermarkets: Tesco, Asda, Sainsbury's and Ocado (Waitrose). Brands already trialling the offer of bonus iPoints through mySupermarket.co.uk include Unilever and Premier Foods. Several other international brand manufacturers are already lined-up for the coming months.

Web: http://www.ipoints.co.uk

The South African research firm Razor's Edge has profiled and analysed 50 loyalty programmes from nine countries in its new Retail Loyalty programmes Around the World 2008 report. The report looks into independent coalitions, rewards programmes (points-based), and customer clubs (including discount and rebate programmes). The programmes are analysed, summarised, and profiled, giving a comparative overview of retail loyalty schemes in several markets. Programme membership fees, tiers, earning rates, redemption types, and other value added benefits are examined. The full report is available from Razor's Edge, and costs US$3150.

Web: http://www.razorsedgebi.com

Over half of consumers (56%) believe that it takes too long to earn meaningful reward points, and only 25% think that the redeemable items are worthwhile, according to research from online rewards community, Pigsback.com, and loyalty management company, Reward. The research, which surveyed over 2000 Pigsback.com members, revealed that 98% of people have a loyalty card, while 65% hold three cards or more; but many of these consumers are experiencing loyalty card fatigue, causing them to forget to collect and redeem loyalty points. Over a third of consumers are annoyed because they have too many cards to carry. This is reinforced by the fact that 36% are forgetting to hand over cards at the counter. A further 27% regularly have the wrong loyalty cards with them at the time of purchase, suggesting that they don't perceive the programmes as important enough to carry the cards around. Forgetting to hand over loyalty cards is a symptom of two things: poor rewards and loyalty card fatigue, meaning that people simply have too many cards to be bothered with, or find them too much hassle.

Web: http://www.pigsback.com

Jockey Club Racecourses, which owns racecourses including Cheltenham, Aintree and Epsom, has become the latest Nectar rewards redemption partner, allowing cardholders to spend their Nectar points for tickets to racing events. A free grandstand admission ticket for one adult (for a single specified day) can be obtained at the following racecourses: Nottingham (1,500 points); Kempton Park (1,800 points); Wincanton Carlisle, or Exeter (2,000 points); Haydock ParK (2,100 points); Huntingdon, Warwick, or Market Rasen (2,300 points); Aintree or Sandown Park (2,700 points); Newmarket (3,800 points); and Epsom Downs (4,500 points).

Web: http://www.loyalty.co.uk

The travel payment provider AirPlus International has partnered with Air China to launch the 'Air China AirPlus Company Account', which provides the airline's corporate customers with a new travel payment option for national and international Air China flights. The account will be officially launched in July 2008. The account will provide corporate travel managers with a central payment tool for air travel, along with access to aggregated data through internet-based travel expense reporting and electronic invoicing. In addition, it will grant Air China's customers access to special corporate rates and of course Air China's frequent flyer loyalty programme.

For additional information:
·  Visit AirPlus at http://www.airplus.com
·  Visit Air China at http://www.airchina.com

Members of the Virgin HealthMiles health rewards programme can earn rewards by shopping at an online HealthMiles Rebate Centre provided by Mall Networks. They can shop at over 500 merchants and will receive rebates in the form of HealthCash, the currency of the HealthMiles programme. Virgin HealthMiles motivates consumers to become and stay healthy by being more active. By tracking activity and improving key body metrics, HealthMiles members earn Miles which gradually move members through a series of Reward Levels. Members receive HealthCash (which they can spend on gift cards at more than 50 national retailers) at each level. In addition, members can shop at the HealthMiles Rebate Centre and receive higher rebates as they reach higher levels. HealthMiles is offered by insurers, employers and other network partners, such as health clubs.

For additional information:
·  Visit HealthMiles at http://www.virginhealthmiles.com
·  Visit Mall Networks at http://www.mallnetworks.com

Marriott Rewards has recently won ten Freddie Awards. The programme took first place in the following categories: Best programme - Americas; Best Customer Service - Americas; Best Member Communications - America; Best Member Communications - Europe, Middle East, Africa; Best Member Communications - Asia Pacific; Best Promotion (MegaBonus) - Europe, Middle East, Africa; Best Award (Hotel & Air Package) - Americas; Best Award (Hotel & Air Package) - Europe, Middle East Africa; Best Award (Hotel & Air Package) - Asia Pacific; and Best Web Site - Asia Pacific. Marriott Rewards currently claims 28 million members.

Web: http://www.marriott.com

Mobile phone customers who subscribe to calling plans that offer additional services such as in-network calling and unlimited text and picture messaging are typically more satisfied and show greater loyalty than subscribers without unlimited plans, according to the '2008 US Wireless Contract Regional Customer Satisfaction Index (CSI) Study' from J.D. Power and Associates. The study found that more than 25% of current wireless customers buy plan upgrades, which typically offer unlimited use of text messaging, downloads, and picture and video services for a flat rate. Overall customer satisfaction with wireless carriers is notably higher among these customers, compared with those whose plans have usage limits. On average, unlimited messaging plan customers are 33% less likely to switch service providers in the next year compared with limited plan customers. Wireless carriers also benefit, as typical customers of unlimited messaging upgrades tend to spend almost twice as much on their monthly service than traditional calling plan customers, on average (US$92 versus US$57 respectively).

Web: http://www.jdpower.com

Northwest Airlines is partnering with SuperShuttle to reward WorldPerks members with miles if they book a shared ride on SuperShuttle to and from their home, office or hotel and any one of the 27 airports in 22 cities served by SuperShuttle in the US. SuperShuttle will offer WorldPerks miles for customers booking airport rides online. WorldPerks members earn 50 miles in each direction for SuperShuttle or 150 miles each direction for ExecuCar rides, also when booked online. ExecuCar is a luxury sedan service owned and operated by SuperShuttle and is available in 11 cities across the country.

Web: http://www.nwa.com

A study into communications and marketing relevance by GI Insight has found that marketers are paying too little attention to the highest earning age group in the UK. The study reveals that an overemphasis is being placed on targeting efforts toward younger groups, instead of those aged 45 and over. This is despite the fact that the 45-65 age band is the highest earning and that the departure of children from the family home often massively increases disposable income. It also, ironically, creates demand for capital release financial products in parental support of those departed offspring as they set up home themselves. The research, which looked at public and private sectors, examines the level to which the British consumer feels that the most important organisations they deal with on a day-to-day basis are communicating with them. At an individual sector level it found that the retail sectors were best at directing targeted and relevant offers and communication to customers. The mature techniques of British supermarkets stand head and shoulders above the other sectors studied. As an aggregated set of sectors, retailers in general are clearly getting the targeting right more often than financial services, although the finance sector's average is being dragged down by the poor performance of credit card issuers.

Web: http://www.gi-solutionsgroup.com

Delta Air Lines is launching a new online shopping mall called the SkyMiles Store. The site provides a selection of travel-related products such as luggage, luggage tags, passport holders and retail items including apparel, and sports and leisure items, as well as selections from the Medallion Collection. It also enables customers to buy customised products and earn miles. Anyone can shop at the store, but SkyMiles members earn 10 miles per US$1 spent. As a launch promotion, SkyMiles members earn an extra 500 miles for every US$100 spent until 15th June 2008.

Web: http://www.delta.com

Automated marketing solutions that provide sales with automatically qualified leads will be 'bigger than CRM' according to Mardev, a UK-based B2B information company. Mardev, which will be revealing the details of a major link up with Canadian automated solutions provider Eloqua at this year's IDMF, believes that the time is right, and points to companies like Cognos, Nokia, Borland, Dow Jones and EMI Music Publishing, which have already adopted such systems.

Web: http://www.mardev.com

A study from social commerce company Bazaarvoice that analysed 34,691 customer reviews across 10 retail categories and 12 UK clients has found that online reviews written by UK consumers tend to be extremely positive, mirroring a trend seen in the US over the past three years. Figures show that 88% of all reviews written by UK consumers were rated as positive, giving four or five stars out of five. This compares to 81% of all US reviews classed as positive. The analysis also showed that UK reviewers were more engaged in writing reviews than their US counterparts. Compared to US reviewers, 80% more UK reviewers have written six or more online reviews. Another recent study, conducted by Bazaarvoice and Jupiter Research, found that "trusting fellow buyers comments" in the online shopping process was rated highest - 70% of online users said they found ratings and reviews the most helpful feature when researching products.

Web: http://www.bazaarvoice.co.uk

Rona, a major Canadian distributor and retailer of hardware, home renovation and gardening products. has signed a multi-year renewal agreement as a national sponsor in the Canadian Air Miles Rewards Programme. A top-five Air Miles sponsor, Rona has been offering its Quebec customers Air Miles since 1992, with all other Rona stores from coast to coast joining the programme in 2004. In 2007, the relationship was further expanded when Rona's subsidiary in Quebec, Reno-Depot, also joined as a sponsor. Rona currently has a network of 680 stores across Canada and generates over Can$6.5 billion in annual retail sales.

Web: http://www.alliancedata.com

BView has launched an online reviews directory that highlights the UK's best and worst practice companies - as ranked by their customers. Unlike opt-in business directories and review sites, BView lists the details of 2.3 million UK companies, as well as free company credit ratings, customer reviews and ratings. This interactive customer review directory aims to encourage better business practice by helping customers make informed decisions to avoid bad companies and connect with their customers via their own interactive BView business page. Customers can search through league tables of businesses ranked by other customers. A regularly updated "BView Score" is given to every business by customers rating the quality, reliability and value of the products and services they received. The score is calculated from an algorithm and weighted according to the reviewers' profile and BView influence. Surprisingly, 72% of UK sole traders do not have an online presence. BView addresses this issue by providing a ready-made web page for every UK business. Businesses are encouraged to take control of their reputation and make enhancements such as uploading photographs, videos and relevant information to their free BView business page.

Web: http://www.bview.co.uk

Q Interactive, a US-based online marketing services provider, has expanded its TrueLeads online lead generation service into the UK market. The service allows marketers to acquire detailed contact information and explicit permission to contact interested consumers across publisher sites in Q Interactive's advertising network, The Q Network, for the purpose of driving sales, branding and CRM initiatives. As part of the move, Q Interactive has engaged a London-based staff. Q Interactive is an advocate for best practices in online lead generation, including requiring explicit consumer consent and maintaining strict privacy policies to protect consumers personally identifiable information and other data.

Web: http://www.qinteractive.com

According to a new report from Cornell's Center for Hospitality Research, entitled Complaint Communication: How Complaint Severity and Service Recovery Influence Restaurant Guests' Actions and Attitudes, most guests talk directly to a manager when something goes seriously wrong - but not necessarily face-to-face. When over 800 restaurant guests were asked what method they used to complain when they had a serious complaint, there was a large number who left the restaurant without speaking to anyone and then wrote a complaint letter to the manager. According to Professor Alex Susskind, author of the report, managers need to address those written complaints as if they were made in person, even though it's more difficult to make an adjustment. One hopeful finding of the study is that the bulk of guests who have made a complaint do not hold a grudge when their complaint is satisfied, and most are willing to return to the restaurant.

Web: http://www.hotelschool.cornell.edu/research/chr

In 2007 Options MasterCard card members earned more than Can$92m in Canadian Tire 'Money' on their cards. Now, an improved card incorporates MasterCard's PayPass contactless payment technology, enabling customers to simply tap the card on a terminal to complete a payment transaction. The card has also been redesigned with a new look that is intended to remind cardholders that they can earn Canadian Tire Money at more than 24 million locations worldwide. More than 3 million of the new cards have already been issued.

Web: http://www.cantire.com

South African loyalty programme, eBucks, in partnership with First National Bank (FNB) and Food and Trees for Africa (FTFA), has planted the first half of more than 2500 indigenous trees and shrubs from the eBucks Big Green Maze in Cosmo City. Visited by nearly 10 000 people, the eBucks Big Green Maze was constructed to celebrate the allocation of R1 billion worth of eBucks by the programme's partners to its members. The greatest share of these rewards was allocated by FNB, eBucks' biggest partner. Cosmo City, when completed, will house approximately 1014 families. Half of the 2500 plants were donated to the approximately 600 homeowners within FNB's affordable housing project in Cosmo City, as part of FTFA's 'Trees for Homes' programme. The remainder of the trees and shrubs will be donated to homeowners in the governments' RDP housing project in that community. A group of eBucks' employees volunteered to help with the planting during a weekend.

Web: http://www.ebucks.com

From May, customers at Kroger can receive free groceries through a gift card programme available in Kroger stores. The programme allows Kroger customers to exchange their tax refund or economic stimulus cheques for a Kroger gift card with an extra US$30, US$60 or US$120 added to it. Gift card amounts correspond to the payment amounts outlined by the Internal Revenue Service for the federal economic stimulus programme. The programme will be available throughout Kroger stores nationwide - including Kroger, Baker's, City Market, Dillons, Fred Meyer, Fry's, Gerbes, Hilander, Jay C, King Soopers, Owen's, Pay Less, Ralphs, Smith's and QFC stores. The programme is limited to one offer per household with a limit of US$1,200.

Web: http://www.kroger.com

At The Broadway League's Annual Industry Conference, Audience Rewards was named the official national patron loyalty programme for Broadway. Audience Rewards was introduced in September 2006 as a national appreciation programme for Nederlander theatres across the United States. Now, with The Broadway League's endorsement and ongoing collaboration with other theatre owners, Nederlander will continue to develop Audience Rewards as a tool to serve the collective business needs of the industry and, more importantly, the desires of its patrons in New York and in their own home town. Membership is free and includes points toward theatre tickets, travel and merchandise, special offers, access to special events, and much more.

Web: http://www.nederlander.com

The number of loyalty programmes operating in the UK has increased two and a half times in the last ten years, according to GI Insight. Its new study of the current state of play and progress over the last decade reveals that, on average, more than two in five (41.2%) top companies now operate a loyalty programme, with more programmes in operation than ever before. If growth continues at current rates, GI Insight predicts that by 2013, an overall majority of top consumer companies will have a loyalty programme. The survey was conducted among the 250 top firms (by turnover) in the retail, hotel, travel, credit card, mobile telecoms and catering sectors. Interestingly, the music/entertainment sector shows the highest penetration of loyalty programmes (87.5%), rather than the iconic grocery segment. Other above average sectors are hotel groups, travel (transport), and credit cards. At the other end of the scale, fashion/ department stores have the lowest penetration of loyalty programmes (12.7%), with catering, travel agents and electronics fairing only slightly better. The mobile phone sector is also surprisingly below average in its loyalty activity (30% penetration). The sector has, until recently, been the victim of price-based strategies that forced down margins and resulted in an incredibly mobile customer base.

Web: http://www.gi-solutionsgroup.com

Reward Paths, a new business developed to service the US rewards, loyalty and incentive solutions market, has just been launched. The company was formed to fill the void created by a "lack of a disciplined, data-driven approach to rewards programmes" in the midsize B2B and B2C sectors. Reward Paths offers programme design, operations and rewards expertise. While large US corporations serving consumer markets have been able to establish and afford substantial investments in rewards, miles and points programmes for their best customers, the mid-size US company (especially those serving B2B markets) has often been unable to implement the same kind of capabilities at an affordable level. Reward Paths is majority owned by Incentive Solutions Limited (ISL) of Auckland, New Zealand, which was established in 1996 and has clients including New Zealand Telecom, 3M, Rexel Electrical, Goodman Fielder, and NuFarm. Mike Capizzi, founding partner for Marketing Strategists, will serve as managing director for the US-based operation.

Web: http://www.rewardpaths.com

The 'EcoPerks' loyalty programme offers consumers several ways to live a more carbon-neutral lifestyle while earning EcoPoints that can be redeemed later for rewards. The programme is a blend of cause, commerce, content, community and carbon offset tools tied to an internet rewards programme. Members earn rewards by shopping from 500+ major retailers, purchasing eco-friendly products and certified carbon offsets, taking surveys, sharing ecological tips, and by participating in an online community. The programme matches rewards from all purchases, directing the cash value toward projects that protect the environment, reduce emissions, and support renewable energy solutions. The rest of the points can then be used to offset members' own carbon footprint or toward items from the EcoPerks rewards catalogue. Rewards include green products, eco-travel opportunities, and VIP tickets for concerts, sporting events, movie premiers, celebrity meetings, and other experiences. Membership is free and new members gain a 100 EcoPoints bonus after signing up.

Web: http://www.ecoperks.com

Clash-Media, a UK-based online lead generation company, has reported a rapid take-up of digital marketing services from some of the world's leading car manufacturers, including Seat, Mitsubishi, Volkswagen, Citroen, Toyota and Renault. The company developed a series of campaigns for major car brands to help acquire new, targeted consumer sales leads. These campaigns have since generated over 1,500 leads, and further campaigns are planned for the coming months. According to Luke Pursey, UK managing director for Clash-Media, "The surge of automotive brands taking up online lead generation highlights a growing trend for companies to use this digital marketing technique as part of their overall marketing strategy." The company designs online banners and adverts offering consumers a free test drive, and hosts these ads on its own 'Lead and Data Network' of over 500 publishers and web sites (which include GMTV, Tiscali and MySpace). Consumers are then directed through a sales path and encouraged to provide detailed information about their interests, which results in them being sent a brochure for the relevant car make and model.

Web: http://www.clash-media.com

Amex Bank of Canada has launched a no-fee American Express Blue Sky Credit Card, offering cardholders the option to redeem loyalty points toward any travel purchase charged to the card, including any airline, hotel, cruise or car rental company. Cardholders can redeem points for travel without any blackout dates or restrictions, and discount travel offers are also eligible. Cardholders earn points by charging their regular purchases to the card at any American Express merchant. Blue Sky cardholders earn 1.25 points per Can$1 in card purchases, and each point is equal in value to Can$0.01 (effectively rewarding the cardholder with a Can$100 credit for every Can$8,000 charged to the card). Travel rewards can be redeemed from 10,000 points, and in increments of 5,000 points or Can$50 travel credits thereafter. Blue Sky carries no annual fee and offers a 12,000 point bonus for new cardholders who spend at least Can$3000 on the card within the first six months of membership.

Web: http://www.americanexpress.com/canada

Scotiabank has launched a new rewards-based 'ScotiaGold Passport for Business' Visa credit card to help meet the needs of Canadian small business owners, offering various travel rewards and travel savings. Cardholders earn 1 Scotia Rewards point for every Can$1 in credit card purchases, and these points can be redeemed for all kinds of travel including (but not limited to) flights, anywhere, anytime, and without blackout dates or other restrictions. Small business cardholders also earn 5% cash-back on travel booked through the company's own full-service travel agency and charged to a ScotiaGold Passport for Business card. Cardholders also benefit from a worldwide helpline for driving directions, restaurant recommendations, and even theatre tickets through the Scotia Rewards Concierge Service. As a special offer for signing up, new cardholders earn 15,000 bonus Scotia Rewards points with their first card purchase within two months of opening the account) as well as a 1.9% introductory interest rate for the first six months on cash advances and balance transfers.

Web: http://www.scotiabank.com