Customer Loyalty Marketing news about Loyalty...
Below is a summary of customer loyalty marketing news articles and news briefs from The Wise Marketer relating to Loyalty...
In 2010...
BRIEFING: JetBlue opens online earn mall for TrueBlue members (28 Jul 2010)
JetBlue Airways has launched an online mall to allow members of its TrueBlue frequent flyer programme to earn additional points for online shopping. Powered by Points International (owner and operator of the Points.com loyalty points portal), the new online shopping mall allows programme members ...
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NEWS: Sears & Kmart combine chance, charity & rewards (27 Jul 2010)
While many American consumers have been forced to scale back their charitable giving during the recession, their desire to give to those less fortunate has not wavered, according to a survey commissioned by Sears and Kmart.
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BRIEFING: LoyaltyMatch launches social loyalty rewards platform (26 Jul 2010)
Loyalty programme computing company, LoyaltyMatch, has launched LoyaltyMatch OnDemand Social Loyalty, a real-time social loyalty platform blending traditional tiered-based loyalty programme offerings with social incentives, social interactions and gaming and social word of mouth. The platform ...
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BRIEFING: Nectar awards points for Yahoo shopping searches (23 Jul 2010)
In the UK, the Nectar coalition loyalty programme is extending its online offering through a new partnership with the Yahoo! UK search engine, offering Nectar collectors the chance to earn loyalty points for online searches, if they install the new Nectar Yahoo! toolbar. Members can download and ...
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NEWS: Recession-smart shoppers redefine their loyalty (22 Jul 2010)
The recession has made it necessary for consumers to rethink and adjust their shopping patterns, which has resulted in a more strategic, informed - and even coldly calculating - approach to the 'shopping game' that has traditionally been driven by impulse, advertising responsiveness, and the fundamental attractiveness of brands, according to a joint study by Deloitte and Harrison Group.
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BRIEFING: Cardmobili m-loyalty app launched in North America (22 Jul 2010)
Cardmobili, a provider of mobile loyalty and member services, has announced its expansion into the North American market. A free application for consumers, Cardmobili , takes advantage of 'cloud computing' infrastructure so that consumers don't need to carry physical loyalty, membership, rewards ...
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NEWS: Vesdia signs new reward network partners (21 Jul 2010)
Vesdia Corporation, a provider of multi-channel merchant networks and shopping incentive services, has announced the signing of several new restaurant chains to its merchant rewards network.
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BRIEFING: Winn-Dixie adds mag-stripe to loyalty card (21 Jul 2010)
In the US, Winn-Dixie has announced that customers who shop at any of its 54 New Orleans, Baton Rouge and Lafayette-area stores using the company's new magnetic stripe-based Customer Reward Card (CRC) will earn fuel savings at participating Shell stations through the fuelperks! rewards programme ...
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BRIEFING: Delta and GOL to share loyalty benefits (20 Jul 2010)
Delta Air Lines and GOL have announced an agreement to offer members of Delta's SkyMiles and GOL's SMILES frequent flyer programmes the ability to earn miles on all flights operated by each carrier. Redemption benefits are scheduled to begin during the second half of 2010. SkyMiles currently has ...
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NEWS: Companies not doing enough for loyalty, study finds (19 Jul 2010)
Most American consumers report that quality customer service is more important to them in today's economic environment (61%) and will spend an average of 9% more when they believe a company provides excellent service, according to research by American Express.
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BRIEFING: Best Western joins the Payback programme (19 Jul 2010)
The Best Western hotel group is joining the German coalition loyalty programme, Payback. From July 2010 onward, Payback customers are able to collect points at over 4,000 Best Western hotels worldwide. Payback members now earn 250 points for every stay, and points can be redeemed for rewards ...
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NEWS: Loyalty marketing with fickle teens & 'tweens (15 Jul 2010)
Today's teens and tweens (aged 8 to 18) may be lucrative, but they're also elusive and fickle customers and, according to a report available from Research & Markets, reaching them means recognising not only that their lifestyles change rapidly but also that age is very significant within this lucrative segment.
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BRIEFING: HHonors doubles its rewards for the summer (15 Jul 2010)
Hilton HHonors, the loyalty programme for frequent Hilton hotel guests, has announced a new global promotion offering twice the rewards. From now until 30th September 2010, Hilton HHonors members can register online to earn either Double Points or Double Airline Miles for stays at any of the ...
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NEWS: British retailers forced to fight based on price (14 Jul 2010)
The United Kingdom has become the most cost-conscious market in Europe, according to pan-European research by affiliate marketing company Affilinet, which found that 71% of UK consumers cite price as a key factor when making a purchasing decision.
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BRIEFING: JetBlue launches 'rewards awareness' programme (13 Jul 2010)
JetBlue Airways, in partnership with Carlson Marketing, launched a 'Be True' rewards awareness campaign earlier this month, aimed at boosting membership and raising awareness of the benefits of the TrueBlue frequent flyer programme. During the first week of July 2010, new members of the TrueBlue ...
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NEWS: Hotels.com launches Welcome Rewards scheme in UK (12 Jul 2010)
The online hotel bookings operator Hotels.com has launched a rewards programme called 'Welcome Rewards', offering regular customers in the United Kingdom a free night's stay for every ten nights booked.
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NEWS: Bridging the real-world/social media loyalty gap (8 Jul 2010)
Pelago, the producer of the real-world experiential game called 'Whrrl', has announced the launch of its new 'Whrrl Society Rewards' social loyalty programme designed to close the gap between a brand's online social media presence and its real-world presence.
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BRIEFING: Canadians rewarded for caring for their health (8 Jul 2010)
A new consumer loyalty and rewards programme called 'BestLifeRewarded' has been launched by Cookson James Loyalty to reward Canadians for maintaining healthy lifestyles and behaviours. Starting in Q3 2010, the programme will reward consumers for healthy activities such as healthier eating, giving ...
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NEWS: Air Miles UK joins the Points.com exchange (7 Jul 2010)
With the signing of a new partnership agreement between Points.com operator Points International and Air Miles UK operator The Mileage Company, Air Miles collectors in the UK are now able to purchase and gift their miles through the programme's web site.
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BRIEFING: Aegean Airlines expands loyalty footprint (7 Jul 2010)
Aegean Airlines has extended the reach of its loyalty programme by partnering with Air China and the Aeroplan programme in Canada. The FFP cooperation between Aegean and Air China began on 30th June 2010, allowing Air China's PhoenixMiles members to earn Status Mileage on all scheduled flights ...
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BRIEFING: FlyBuys launches iPhone loyalty app (6 Jul 2010)
In Australia, the FlyBuys loyalty programme has launched its own iPhone application, giving cardholders a new way to monitor their FlyBuys points balance and to choose their rewards. FlyBuys general manager Phil Hawkins expects the free application to be popular among the country's rapidly ...
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NEWS: iPhone app could replace plastic loyalty cards (5 Jul 2010)
A new iPhone application has been launched by Wirelesspark, allowing members of loyalty programmes to have their membership cards stored on their mobile phone instead of taking up space in their wallet.
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BRIEFING: GiftCards.com launches corporate rewards arm (2 Jul 2010)
GiftCards.com, a provider of consumer gift cards and corporate incentive & rewards cards, has announced the launch of WRL.com ( Wolfe Rewards & Loyalty ). WRL.com focuses exclusively on corporate reward and incentive programmes, while GiftCards.com continues to serve the consumer market. WRL.com ...
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NEWS: Brand loyalty evaporates with 'out of stocks' (1 Jul 2010)
Top brands and well known supermarket chains spend billions of pounds each year to secure brand loyalty, but a survey by UK-based Scala Consulting has found that there is little point in doing so if the products customers want aren't on the shelves.
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BRIEFING: Carlson Marketing launches mobile Instant Rewards (30 Jun 2010)
Carlson Marketing's Instant Rewards programme has launched mobile gift certificates known as 'mCerts' to give loyalty marketers the ability to send digital gift certificates via mobile devices, providing on-the-spot reward redemptions for their loyalty programme members. mCerts can potentially ...
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NEWS: E-marketing's value goes way beyond the inbox (29 Jun 2010)
E-mail's influence on offline sales, brand advocacy and discovery is even higher than expected, according to research from multichannel marketing firm e-Dialog.
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BRIEFING: Mall Networks and Colloquy team up (29 Jun 2010)
Mall Networks, a provider of loyalty shopping solutions, and the loyalty journal Colloquy have signed a strategic partnership deal to help advance loyalty marketing best practices thorughout a range of industries including financial services, card issuers, airlines and hospitality, and media ...
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NEWS: What drives different levels of customer loyalty? (28 Jun 2010)
While most people would agree that loyalty is a good thing - whether in terms of personal relationships or in choosing who to do business with - but there are always some customers who benefit from membership of a loyalty scheme while others simply fall by the wayside, according to Anamaria Chiuzan, senior marketing manager for customer insight and loyalty at The Logic Group.
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BRIEFING: Pit-Stop workshops to offer Payback points (28 Jun 2010)
Garage workshop chain Pit-Stop has joined Payback, Germany's largest loyalty programme. From July 2010, Payback customers can collect 1 point for each Euro 1 spent at the over 400 branches of Pit-Stop throughout Germany. Special promotions for services such as servicing and tyre changes are also ...
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NEWS: E-marketing links customer desires and behaviours (24 Jun 2010)
The top strategic action identified by best-in-class retailers is to develop channel integration plans for creating a unified customer experience, according to a report by researchers Chris Cunnane and Sahir Anand at Aberdeen Group.
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BRIEFING: Nectar rises to UK 'emergency budget' challenge (24 Jun 2010)
To coincide with the UK's emergency budget, Nectar has launched an integrated marketing campaign which went live on Tuesday 22nd June. The campaign aims to reassure consumers that good times can still be had by being savvy and using Nectar points to help family finances stretch that bit further ...
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NEWS: Shoppers want to 'channel hop' as they shop (23 Jun 2010)
British consumers want a better shopping experience including greater control over where, when and how they shop across a growing range of channels, which now include social media and smart phones, according to the Buzzback Market Research study commissioned by NCR.
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BRIEFING: Sabre unveils 'loyalty driver' for travel agents (23 Jun 2010)
Sabre Travel Network, a provider of solutions for the travel industry, has globally launched Sabre Red, designed to help travel agencies drive customer loyalty and increase revenues, improve efficiency and reduced costs. The system spans the entire spectrum of an agency's business from shopping ...
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NEWS: Japan Green Stamp programme goes digital (22 Jun 2010)
Japan Green Stamp (JGS) has signed an agreement with YOU Technology to enable the company's popular loyalty programme to move to a more dynamic, all-digital rewards platform that will also provide members with more personalised marketing messages.
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BRIEFING: HMV Canada launches new loyalty programme (22 Jun 2010)
HMV Canada is rolling out PureHMV - a customer rewards programme that enables members to collect and redeem points earned on purchases made at HMV stores or online for 'money can't buy' rewards. These include autographed merchandise and collectibles; backstage passes and VIP experiences; ...
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NEWS: Top ten ways to improve a loyalty scheme (21 Jun 2010)
A report by the Cornell Center for Hospitality Research has highlighted ten principles that make it more likely that loyalty programmes will actually develop loyal customers.
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BRIEFING: French retailers move loyalty schemes to NFC (21 Jun 2010)
Three retailers in Nice are using Fidbook, an NFC loyalty application that works with a simple reader (costing under Euro 100) that avoids the need to upgrade to a contactless payments terminal. According to a report in the journal NearFieldCommunicationsWorld , Fidbook is offered to consumers by ...
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NEWS: CPGs should go direct-to-consumer, Carlson says (17 Jun 2010)
Improvements in consumer packaged goods (CPG) sales and marketing used to simply mean spending more money through advertising and promotion to achieve the desired lift, but a white paper from Carlson Marketing suggests that there might be trouble in this particular marketing paradise.
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BRIEFING: PTC extends B2B loyalty with HP partnership (17 Jun 2010)
PTC has announced that technology company HP has become the newest participating partner in the PTC Maintenance Support Gold Loyalty Discount programme. In addition to HP, Adobe and Integrated Industrial Information have also recently joined the B2B loyalty programme. The Gold Loyalty Discount ...
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BRIEFING: NFL announces new rewards credit cards (16 Jun 2010)
Barclaycard US, the payments business of Barclays in the United States, has signed a multi-year agreement with the National Football League (NFL) to market credit cards bearing the NFL shield logo and the logos of each of the 32 NFL clubs.The cards will enable their users to earn loyalty points ...
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NEWS: Expo focuses on the human aspect of loyalty (15 Jun 2010)
In Florida, USA, the third annual Loyalty Expo has been exploring and examining the latest techniques and strategies for engaging customers, along with the key problems facing marketers as they work to engage customers, employees and partners in a bid to drive long-term, sustainable results, according to contributing editor Tim Crank (managing director of engagement marketing for Young America).
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NEWS: Payback takes controlling stake in i-Mint (14 Jun 2010)
In a new strategic investment move, the German coalition loyalty programme Payback has taken a controlling stake in the Indian loyalty programme i-Mint, aiming to combine the two programmes' expertise in India, a rapidly growing consumer market.
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BRIEFING: Amtrak extends Points.com loyalty partnership (14 Jun 2010)
In the US, Amtrak and Points International, owner and operator of Points.com, have announced the expansion of their existing partnership, giving Amtrak Guest Rewards members the ability to share their points online. Under the existing agreement with Amtrak, Points.com already offered Amtrak Guest ...
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NEWS: 50% of broadband customers have churned (11 Jun 2010)
More than half of broadband internet customers have switched providers at some point, according to research by call centre and customer service specialist Orchid Consulting, which suggests that the industry's churn figure may be significantly higher than previously thought.
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BRIEFING: Mobile telco loyalty platform expands again (11 Jun 2010)
The Italian mobile entertainment provider Buongiorno reports that its new RAW marketing platform, based on the IMM platform (Intelligent Mobile Marketer), has been fully deployed across Europe through partnerships with several networks. Buongiorno has offices in 24 countries, and direct ...
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NEWS: Poor customer experience causing churn epidemic (10 Jun 2010)
Many companies are wasting vast sums of money trying to attract new customers through advertising while still delivering a poor customer experience that has forced over 10 million consumers to switch suppliers in the past six months alone, according to a study published by Satmetrix.
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BRIEFING: Mall Networks enhances shopper analytics (7 Jun 2010)
Mall Networks has selected Unica Corporation's web analytics solution, NetInsight OnDemand, to report and analyse web visitor behaviour. Mall Networks enables over 100 million customers of some of the largest loyalty programmes to earn bonus rewards and discounts when shopping from a range of top ...
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BRIEFING: Affinion buys Connexions for better travel rewards (4 Jun 2010)
As previously announced, customer loyalty solutions provider Affinion has announced that it has now signed an agreement to acquire travel loyalty solutions provider Connexions.Through the acquisition of Connexions and its proprietary travel loyalty platform, Affinion aims to build up its own ...
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BRIEFING: Giant Eagle offers food perks for filling up (1 Jun 2010)
GetGo from Giant Eagle has announced the Northeast Ohio introduction of its foodperks! programme, which allows customers to save up to 20% on grocery bills by purchasing fuel at GetGo stations. With immediate effect, customers can begin earning foodperks! rewards when they fill up at GetGo ...
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BRIEFING: RTK travel agencies offer some Payback (31 May 2010)
The German travel agency cooperation Raiffeisen-Tours-Kooperation (RTK) is joining the Payback coalition loyalty programme. From 2nd August 2010, more than 4,000 travel agencies throughout Germany will reward their customers with Payback points when they book a holiday. RTK expects its ...
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NEWS: It's loyalty, but not from the customer's viewpoint (27 May 2010)
A lot has been written about how loyalty programmes benefit not only the customer but also the organisation running the programme and even the larger loyalty eco-system, but the view of loyalty programmes from the customer's side will always be an essential factor, according to Shaju Nair, head of product management for Wipro Technologies.
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NEWS: New loyalty scheme for 'one of a kind' hotels (26 May 2010)
Stash Hotel Rewards has launched a new hotel rewards programme aimed not at hotel chains and groups but at North American's more distinctive independent hotels, offering frequent guests the chance to earn free nights without blackout dates or category restrictions.
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BRIEFING: Fitness First launches trainer loyalty scheme (26 May 2010)
The international health and fitness club operator Fitness First has launched a new loyalty scheme for its personal trainers (PTs) in the United Kingdom, providing them with a number of benefits and rewards for their loyalty and achievements. In a bid to retain its 1,000+ personal trainers ...
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NEWS: AirBaltic launches flexible online rewards shop (25 May 2010)
AirBaltic has launched its new online 'BalticMiles Shop' in a bid to provide even greater reward value, more choice and an increased sense of fun for its frequent flyers.
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BRIEFING: Loyalty leaders programme starts off well (21 May 2010)
Loyalty software provider RewardStream has announced the launch of its 'Leader Program', a network of accredited loyalty and incentive experts who will combine the company's software with consulting services.According to Peter Oxley, CEO and president for RewardStream, "We formed the leader ...
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NEWS: Loyalty data saved retailers from recession (20 May 2010)
Brand loyalty was put to the test during the recession as hard economic times encouraged a consumer culture of promiscuous shopping, according to Andy Wood, managing director for GI Insight, who explains how the data gathered by customer loyalty programmes has come to the rescue.
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BRIEFING: Women business owners ignoring loyalty (20 May 2010)
While the women business owners regard customer retention and customer service as top priorities, they are not taking advantage of the full range of customer loyalty programmes and many of them don't have a formal customer service plan, according to a study by Key4Women and Forbes Insights. But ...
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NEWS: UK retailers missing new e-marketing tricks (19 May 2010)
The UK's retailers are continuing to ignore key email marketing techniques that could increase online traffic and sales, and are failing to exploit opportunities offered by the growing popularity of social media marketing, according to dotMailer's annual email marketing benchmark study.
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NEWS: Loyalty credit cards heading for fees (18 May 2010)
Consumers are actively seeking more benefits and rewards from loyalty-based credit cards, according to the April 2010 'Cardbeat' study from Auriemma Consulting Group (ACG), which found that consumers are increasingly likely to carry a rewards credit card, even if they have to pay fees for the privilege.
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BRIEFING: Webloyalty signs Wizz Air partnership (18 May 2010)
Webloyalty has announced a partnership with Wizz Air in Germany, a low cost airline operating in Central and Eastern Europe (CEE), in additional to its existing Shopper Discounts & Rewards operations in the US, UK, and France. Customers booking online with Wizz Air in Germany will have the option ...
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NEWS: 20 years of loyalty innovations examined (17 May 2010)
Among the major customer loyalty marketing milestones achieved in the past 20 years are the birth of coalition loyalty programmes and the extension of rewards and benefits to non-purchase behaviours, according a report in the latest issue of Colloquy magazine.
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BRIEFING: Fly Buys offers free music at bus shelters (17 May 2010)
In New Zealand, Fly Buys Music is offering free songs for two weeks using an interactive bus shelter campaign. For the duration of the loyalty programme's latest promotion, members can get free digital copies of three local artists' tracks by simply turning their phone's Bluetooth on at selected ...
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BRIEFING: 77% join Belle Tire's mobile loyalty scheme (14 May 2010)
In the US, Belle Tire has reported a sales lift and seen an opt-in rate to its loyalty club of 77% thanks to an integrated mobile marketing programme conducted with mobile marketing firm Hipcricket. Belle Tire tried mobile marketing for the first time in 2009 when the retailer decided to add a ...
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NEWS: Consumer brand loyalty still falling (13 May 2010)
There has been a significant decline in consumers' allegiance to their favourite brands during the past two years, according to a ComScore study of brand loyalty to consumer goods products.
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BRIEFING: Toyota still leads in US car loyalty (13 May 2010)
Edmunds.com reports that Toyota's customer loyalty faded slightly in the first quarter of 2010, but still remains the strongest in the auto industry. During the first quarter, nearly 58% of Toyota trade-ins resulted in the purchase of a new Toyota vehicle, down 4% from the first quarter of 2009 ...
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NEWS: Low-cost airlines can benefit from loyalty (12 May 2010)
Frequent flyer loyalty programmes can still play an important role in the ongoing success of low-cost carriers (LCCs), according to a white paper by Carlson Marketing, which suggests that such programmes may represent a significant ancillary revenue opportunity.
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BRIEFING: NGC to offer prepaid Amex reward cards (12 May 2010)
National Gift Card (NGC) has become an authorised reseller of American Express Prepaid Cards created for the loyalty, incentive, and reward industry. Under the agreement, National Gift Card will be able to offer its corporate clients competitive, below-face value pricing on volume orders ...
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BRIEFING: Big Y targets promotions using loyalty data (10 May 2010)
New England-based independently owned supermarket chain, Big Y Foods, and Incentive Targeting, a provider of targeted shopper promotion systems, have rolled out the Incentive Targeting system across Big Y's 56-location chain. The system allows Big Y to use its Express Savings Club card to deliver ...
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NEWS: Consumers say customer service has declined (7 May 2010)
American and Canadian consumers believe that customer service is suffering in today's economy, according to a survey of 13,000 shoppers by customer experience management (CEM) firm, Empathica.
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NEWS: Consumers are becoming less loyal, more rational (5 May 2010)
The 2008/2009 recession has fundamentally changed Canadian consumers' attitudes and spending behaviour, according to a survey jointly conducted by American Express Canada and LoyaltyOne (operator of the Air Miles programme in Canada).
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BRIEFING: Hilton joins JetBlue's TrueBlue programme (5 May 2010)
Hilton HHonors has formed a partnership with JetBlue Airways - becoming the first hotel partner for the airline's customer loyalty programme, TrueBlue. Members can now earn TrueBlue points toward JetBlue Award flights for stays at more than 3,500 hotels across Waldorf Astoria Hotels & Resorts ...
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NEWS: PayBack launches mobile loyalty app (4 May 2010)
Starting this week, German consumers have access to a new mobile phone application, allowing those who shop with the Payback loyalty programme's partner stores to use their iPhones to redeem customer-specific coupons.
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BRIEFING: Fly Buys NZ retailers to benefit from new analytics (4 May 2010)
In the post-recession business environment, Loyalty New Zealand's (LNZL) new data warehouse and strengthened analytics team can now provide its participating companies with market segmentation, customer profiling, propensity modelling and geospatial analysis. Alongside the redesigned Oracle 11G ...
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NEWS: Starwood launches loyalty-based Amex card (3 May 2010)
American Express has joined forces with Starwood's loyalty programme, Starwood Preferred Guest (SPG), to launch a co-branded credit card that is linked to the Preferred Guest programme, offering greater rewards to both business and leisure travellers.
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BRIEFING: PayBack & Ford offer big bonuses on new cars (3 May 2010)
Thanks to a new joint marketing initiative, Ford and Payback are offering large loyalty point bonuses to German buyers of Ford vehicles. From 3rd May to 31st August 2010, the two companies are giving buyers of new Ford vehicles the chance to collect extra Payback points. For example, buyers of the ...
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NEWS: Loyalty Expo to highlight holistic loyalty concepts (30 Apr 2010)
The Loyalty Expo 2010, to be held in Florida, USA, from 6th to 8th June, promises to highlight a number of new concepts in customer loyalty and engagement, including the idea that customer loyalty is a holistic process that requires an all-round view of the customer.
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BRIEFING: Vivotech and Taggo to simplify loyalty enrolment (30 Apr 2010)
ViVOtech, a provider of Near Field Communication (NFC) mobile payment technologies, has announced today that its loyalty, coupon, and prepaid software platform, as well as its ViVOpay 8000 series of consumer payment devices, will now support Taggo's membership card aggregator and storefront ...
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NEWS: Retail loyalty doesn't always depend on a card (29 Apr 2010)
Most British shoppers (93%) said they would not stop shopping with a retailer if it dropped its loyalty card programme, and only 17% of shoppers said they currently choose where to shop based on their participation in loyalty schemes, according to a report on on loyalty schemes by YouGov SixthSense.
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BRIEFING: UK hotel introduces contactless loyalty card (29 Apr 2010)
In the UK, the Nottingham Gateway Hotel has become the first to introduce a loyalty scheme using sQuid's contactless smartcard loyalty solution, with the launch of its new 'We Love to Reward You' loyalty programme. sQuid, an e-payments provider, has been trialing smartcard based loyalty schemes ...
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NEWS: Value-adds increasingly help build loyalty (28 Apr 2010)
More brands turning to product enhancements to engender loyalty 70% of all brands are now offering enhancements or add-ons to their core products and services in order to drive both customer loyalty and revenues, according to research by Collinson Latitude.
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BRIEFING: Office Depot offers 100% in Green rewards (28 Apr 2010)
In recognition of Earth Day, Office Depot gave members of its Worklife Rewards loyalty programme 100% back on their purchases of everyday green supplies. From April 19th to April 24th, Worklife Rewards members who shopped in-store, online, by phone or via fax to stock up on environmentally ...
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NEWS: Rite Aid launches loyalty programme (27 Apr 2010)
In the US, Rite Aid customers and patients can sign up for the new 'Wellness+' loyalty programme which provides members with free health and wellness benefits, as well as shopping discounts and special prices.
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BRIEFING: Carlson unveils recycled plastic loyalty card (27 Apr 2010)
Carlson Marketing has introduced a new eco-friendly prepaid awards card. The card is made from PVC core sheets containing 55% recycled material. The back of the card features the recycle icon so recipients know their company has given them a card that is environmentally-friendly. That message is ...
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NEWS: Retail banks' loyalty declines further (26 Apr 2010)
For a fourth consecutive year, customer loyalty and perceptions of brand image among retail banking customers continue to decline, while satisfaction has leveled off, according to the J.D. Power and Associates 2010 U.S. Retail Banking Satisfaction Study.
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NEWS: Attitudinal targeting is now 'more effective' (23 Apr 2010)
Attitudinal targeting is more effective than demographic targeting for brand advertisers that need to reach large volumes of accurately defined audiences, according to attitudinal targeting company Resonate Networks.
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NEWS: Loyalty mirrors human relationships - or does it? (22 Apr 2010)
Imagine a car dealership where telling a salesperson that you're 'just looking' would allow you to do just that, or an online retailer offering you price cuts or free shipping to improve its relationship with you. That's what shopping experiences could be like if more retailers acted upon the findings of a Kansas State University marketing professor and his research collaborators.
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BRIEFING: Best Western offers summer travel reward (22 Apr 2010)
From now until the end of May, members of the Best Western Rewards loyalty programme who stay twice will earn a US$50 Best Western Travel Card, which can be used as cash at any of the chain's 4,000 global hotels. Elite members of the programme who register and complete two qualified stays during ...
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BRIEFING: Programme rewards internet radio listeners (21 Apr 2010)
Jetcast, a provider of ad supported services for internet radio and television broadcasters, and Lenco Mobile, a mobile phone and internet solutions provider, have joined forces to launch RadioLoyalty, a listener loyalty programme created to reward internet radio audiences for using their ...
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BRIEFING: Eurostar launches new loyalty programme (20 Apr 2010)
Eurostar has introduced a new leisure loyalty programme, Eurostar Plus, which provides cash-back to passengers who travel on leisure tickets. Eurostar Plus offers customers the further option of earning points by booking travel for friends and family as well. With this online scheme, travellers ...
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NEWS: Three steps for a successful CRM strategy (19 Apr 2010)
Building a customer relationship management (CRM) strategy is a unique process for each organisation that nevertheless should always involve three key steps, according to a report by Gartner.
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NEWS: Why employees should be segmented, too (16 Apr 2010)
Sales incentive and reward programmes offer businesses many benefits and advantages beyond a simple increase in sales, according to Jennifer Kallery of Maritz Loyalty & Motivation, who suggests several ways in which companies can defend their spending on such programmes while still being sensitive to the current economic climate.
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NEWS: Loyalty programmes: what works and what doesn't (15 Apr 2010)
Loyalty programmes are thought by many to be the least costly method of trying to get customers to come back - but the least costly methods are sometimes the least effective. Here, Blaine Becker of the Hartman Group explains what works and what doesn't in today's loyalty programmes.
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NEWS: Customer data is vital to cross-channel loyalty (14 Apr 2010)
The top cross-channel customer loyalty pressure that retail organisations face today is an inability to capture customer data, according to the Aberdeen Group report 'Cross-channel customer loyalty: Rewards, promotions, and the battle for ROI'.
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BRIEFING: OK Tires joins the Aeroplan programme (14 Apr 2010)
The Futura Loyalty Group has agreed with OK Tire Stores, the largest independently owned tire franchise in Canada and representing over 270 locations, to launch the Aeroplan Loyalty programme beginning this month. Aeroplan Members will be able to earn one Aeroplan Mile per Can$2 spent on all tyre ...
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NEWS: Top performers seeing 91% customer retention (13 Apr 2010)
Most companies recognise the importance of having a true 360-degree view of the customer, according to a study by Aberdeen Group which found that customers benefit from better service and efficiency, and sellers derive greater loyalty and more repeat business as a result.
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NEWS: E-mail strategies to boost customer engagement (12 Apr 2010)
Strategic email marketing campaigns are a vital marketing tool for pleasing consumers, building loyalty, and keeping interested customers engaged, according to Peter McCormick, co-founder of one-to-one communications firm ExactTarget, who suggests a five step plan for engaging customers via email.
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NEWS: Why Australians still can't switch banks (9 Apr 2010)
Customer loyalty in financial services is closely tied to the perceived effort of defecting from one bank and moving to another, despite efforts from regulators to make switching easier in an effort to increase competition, according to a study by Datamonitor in Australia.
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NEWS: Groceries still key to loyalty scheme success (8 Apr 2010)
Most British shoppers say they belong to 2 reward schemes, while 76% favour brands that provide rewards, and 84% collect the majority of their loyalty rewards through grocery shopping, according to consumer research by The Mileage Company, operator of the UK's Air Miles programme.
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BRIEFING: New rewards programme from Sega Games (8 Apr 2010)
Sega Games is rewarding its members for their loyalty with a new reward programme, SegaVIP. Its two flagship sites launched earlier this year, SegaPoker.com and SegaCasino.com, have been brought together, and the programme is designed to encourage members to play at all Sega Games sites. At ...
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NEWS: Top ten 'voice of the customer' best practices (7 Apr 2010)
With the recent failures of big financial institutions, consumers have been left wondering exactly who they can trust with their money. But to restore consumer confidence and improve customer relationships, companies must gain a better understanding of customers' needs, wants and concerns, according to a white paper by Allegiance and Endeavor Management.
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BRIEFING: Macy's launches co-branded Amex card (7 Apr 2010)
Macy's and Bloomingdale's credit cards will in future be co-branded exclusively with American Express and issued by Citi, the issuer of Macy's and Bloomingdale's credit cards. The new cards will continue to support the Macy's Star Rewards and Bloomingdale's Insider loyalty programmes. Existing ...
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NEWS: Price becomes loyalty driver for US retailers (6 Apr 2010)
In a marked departure from Colloquy's 2008 report on consumer loyalty to US retailers, Walmart dominated the 2010 Colloquy Retail Loyalty Index, with results that reflected the reality of the 'great recession', showing that low prices were a key driver of retail customer loyalty.
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NEWS: Real-time location marketing: a new loyalty technique? (5 Apr 2010)
There has been an increasing level of interest and debate in the topic of real-time location based marketing, and this is sure to increase as Google and Facebook enter the space, according to Kevan Christmas, digital and mobile consultant for The Collinson Group.
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NEWS: Social media to support customer loyalty strategy (1 Apr 2010)
Social media is here to stay, and marketers are increasingly seeing this phenomenon as a support strategy for a one-to-one marketing model that encourages customer loyalty and engagement, according to Gary Edwards of customer experience management firm Empathica.
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BRIEFING: CardStar puts 6 loyalty memberships on a card (1 Apr 2010)
CardStar and KeyRingThing have partnered to launch the CardStar Card, which consolidates six loyalty, reward or membership cards onto a single card the size of a credit card, making it possible for anyone, with or without a smartphone, to take advantage of loyalty card consolidation. CardStar has ...
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NEWS: Trigger marketing keeps customers engaged (30 Mar 2010)
When it comes to making direct marketing stand out from the crowd, the appearance and personalisation of each mail piece is critical according to Patrick Headley of GI Direct, who asserts that trigger-based marketing via multiple channels may now be a vital key to customer engagement.
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BRIEFING: BMR Le Groupe launches loyalty scheme (29 Mar 2010)
BMR Le Groupe, an umbrella association of independent merchants who operate some 180 renovation centres and hardware stores in Quebec, Ontario, New Brunswick, Nova Scotia and Prince Edward Island, has launched the BMR 360 Reward Programme, which allows consumers and contractors to accumulate BMR ...
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NEWS: New multi-industry NPS benchmarks published (25 Mar 2010)
Satmetrix has published its '2010 Net Promoter Industry Benchmarks' for the insurance, financial services, airlines, telecommunications, technology, retail and online services industries, with leaders including brands such as USAA, Charles Schwab, JetBlue, Verizon Wireless, Apple, Trader Joe's, Costco and Amazon.com.
... read more
BRIEFING: Club Yogi Rewards celebrates first anniversary (25 Mar 2010)
Leisure Systems, franchisor of Yogi Bear's Jellystone Park Camp Resorts, has introduced new features and benefits on the first anniversary of Club Yogi Rewards. Launched in April last year, Club Yogi Rewards has passed the 30,000 member threshold - more than double the number of guests who took ...
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NEWS: Sales from social networks still a challenge? (24 Mar 2010)
Driving sales from social networks and mobile commerce platforms will remain a major challenge for marketers, according to the findings of a recent Webloyalty E-tail Strategy Summit in the UK.
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NEWS: New contactless smartcard loyalty schemes (23 Mar 2010)
In the UK, following successful trials over the past twelve months, e-payments provider sQuid has announced the nationwide launch of a contactless smart card-based loyalty platform, offering businesses of any size the ability to implement bespoke loyalty programmes.
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BRIEFING: Auto service franchise joins Fly Buys NZ (23 Mar 2010)
New Zealand's largest chain of franchised auto service outlets, Pit Stop, has become the first company to join Fly Buys in 2010. Pit Stop, with a multi-million dollar turnover, has grown from a single shop in 1978 to serving hundreds of thousands of customers across the country through more than ...
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BRIEFING: Vesdia and AMC Theatres team up (22 Mar 2010)
AMC Theatres is offering a reward programme in partnership with provider of multi-channel loyalty marketing programmes, Vesdia. Movie fans can now earn rewards using Vesdia-operated cards associated with programmes such as Hawaiian Airlines, SunTrust and Citizens Bank. Rewards can be airlines ...
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BRIEFING: Webloyalty expands operations into Germany (19 Mar 2010)
Webloyalty is launching operations in Germany. The company, headquartered in the US, launched in the UK in 2007 with its programme Shopper Discounts & Rewards and France in 2008 with Remises & Reductions. In Germany, the programme will launch under the name 'Shoppen und Sparen' and Ryanair is to ...
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NEWS: Community/rewards hybrid loyalty scheme launched (18 Mar 2010)
In Canada, Beansaver has launched a new loyalty rewards-based e-commerce community, offering a hybrid customer loyalty and online community programme covering e-retailers throughout the US and Canada.
... read more
NEWS: How and why Barclaycard came back to loyalty (17 Mar 2010)
With the launch of the Barclaycard Freedom credit card-based reward programme in the UK, The Wise Marketer's European contributing editor, Peter Wray, interviewed Freedom's marketing director, Sarah Alspach, to find out how and why Barclaycard returned to loyalty.
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BRIEFING: Loyalty bonuses at Carlson Country Inns & Suites (17 Mar 2010)
Carlson's Country Inns & Suites has launched a "1, 2, Freee!" offer, in which guests can book two consecutive nights and get the third night free at participating locations. Additionally, goldpoints plus loyalty programme members will earn 3,000 bonus Gold Points as part of the offer. The offer ...
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BRIEFING: Christopher & Banks launches loyalty scheme (16 Mar 2010)
Christopher & Banks, a specialty retailer of women's clothing, has launched the Friendship Rewards loyalty programme across its entire 800+ retail locations and two e-commerce sites. The points-based programme offers rewards on purchases across all channels, as well as invitations to exclusive ...
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BRIEFING: Air Miles division encourages social responsibility (15 Mar 2010)
LoyaltyOne's Air Miles Reward programme has formed a new division, Air Miles for Social Change, which is partnering with government agencies, energy utilities, transit service providers, and non-governmental organisations. The partnerships will reach into more than 10 million Canadian households ...
... read more
NEWS: Smartphone users more loyal to their network (12 Mar 2010)
As more and more mobile telecoms customers switch to smartphones, many retailers are having to adjust their 'sales experience' to address the specific needs of these tech-savvy customers, according to a report by J.D. Power and Associates.
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BRIEFING: Integra Tire & Auto joins Aeroplan & Futura Rewards (12 Mar 2010)
Futura Rewards has recently signed a loyalty and marketing services agreement with Integra Tire & Auto Centres to launch both the Aeroplan and Futura Rewards programmes throughout the company's 64 locations in Western Canada. Futura will provide the loyalty solution and ongoing tracking of ...
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NEWS: Nectar UK simplifies the redemption process (11 Mar 2010)
The UK-based coalition loyalty programme, Nectar, has announced plans to refine and update its rewards line-up, introducing more household brand names and focusing on simplicity, offering its 16.8 million cardholders instantly redeemable rewards through all partners.
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BRIEFING: UK electrical supplier launches loyalty scheme (11 Mar 2010)
PeopleValue, a UK-based provider of loyalty programmes, has been enlisted by Denmans Electrical Wholesalers to provide a points-based loyalty and incentive scheme to help drive product sales throughout the company's 73 outlets nationwide. PeopleValue's loyalty, reward, incentive and benefit ...
... read more
BRIEFING: Sprint enhances its loyalty scheme (10 Mar 2010)
When Sprint launched its rewards programme one year ago, the company says it had no idea how popular the programme would be. But now Sprint reports that the benefits that Premier members receive have helped to foster a new level of loyalty among its customers. To mark the programme's first ...
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NEWS: Telecoms customers want love, not discounts (9 Mar 2010)
Commitment to improving customer service levels is more important to telecommunication subscribers than product incentives, according to a survey of customer service requirements of over 4,000 European telecoms subscribers.
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BRIEFING: eBucks offers points for reading mobile ads (9 Mar 2010)
In South Africa, the eBucks coalition loyalty programme has expanded into the growing mobile advertising market with the addition of Goodyz as a partner. According to Jolande Duvenage, CEO for eBucks, the programme recognised that mobile is a new paradigm and was eager to break into this space ...
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BRIEFING: Ex-Colloquy thought leader moves to Aeroplan (8 Mar 2010)
Rick Ferguson, former Editorial Director of Colloquy , has joined Groupe Aeroplan's executive management team. In his new role as Vice President, Knowledge Development, he will assume overall direction for the dissemination of loyalty marketing thought-leadership, research and best practices ...
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NEWS: Travel loyalty schemes counter lower revenues (4 Mar 2010)
While customer satisfaction generally held its own during 2009, satisfaction with airlines increased slightly and decreased with car rental firms - but it was hotel loyalty initiatives that stole the show, according to the Market Metrix Hospitality Index.
... read more
BRIEFING: FlyBuys reports surge in memberships (4 Mar 2010)
The Australian shopping rewards programme, FlyBuys, has reported a surge in new memberships in 2009, with a significant number of young shoppers signing up for the programme. Almost 400,000 new cardholders joined FlyBuys in 2009, with the average age of new members being 33 years - 12 years ...
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NEWS: RightNow urges more social customer experiences (3 Mar 2010)
Many large consumer brands are increasingly using social media technologies to provide customers with an exceptional experience, to listen to and respond to conversations on the social web, and to build branded communities to cultivate their own conversations, according to RightNow Technologies.
... read more
NEWS: Carrefour customers choose their own offers (2 Mar 2010)
With the launch of its 'PromoLibre' programme, the French grocery chain Carrefour says it aims to reinvent the concept of in-store promotions, by allowing customers themselves to choose which products they would like discounts on.
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BRIEFING: NPower offers Barclaycard Freedom incentives (2 Mar 2010)
A new reward offer from npower could boost Barclaycard Freedom customers' accounts by £160 per year. The reward, the first in the scheme to be paid regardless of the amount the customer spends on their card, is recorded in pounds, not points, and can be immediately spent by customers at thousands ...
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NEWS: Customer service is key word-of-mouth driver (26 Feb 2010)
More than 80% of British consumers tell their friends, family and colleagues about their good and bad customer experiences, with three times as many passing on news of bad experiences compared to good experiences, according to a survey by the Consumer Forum.
... read more
NEWS: Facebook 'fan pages' increase psychological loyalty (25 Feb 2010)
Many companies that use Facebook and its 'Fan Page' module to market themselves are significantly increasing sales, word-of-mouth, and customer loyalty among a subset of their customers, according to research from Rice University's Jones Graduate School of Business, featured in the March 2010 issue of the Harvard Business Review.
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BRIEFING: Best Western to instantly match other elite statuses (25 Feb 2010)
Best Western International has launched its "Status Match, No Catch" programme, which rewards members of its free global Best Western Rewards loyalty programme with matching elite status of any other hotel loyalty programme - free of charge. From now on, new and existing Best Western Rewards ...
... read more
NEWS: Emotional customer connections create more value (24 Feb 2010)
Various forces have combined to change the marketing landscape in recent years, including the worst recession since the 1930s, a lack of consumer credit, salary constraints, unemployment, economic uncertainty, increased competition between brands, and new media and technologies that allow consumers to compare and discuss brands. So where can real competitive advantages be found?
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BRIEFING: Tesco Clubcard doubles points for 15th birthday (24 Feb 2010)
Tesco is marking the fifteenth anniversary of its Clubcard by sending vouchers worth over £120 million to 14 million+ members, as well as other birthday offers that include cut price deals at Hilton hotels, free entry into theme parks and other Merlin attractions, half price on selected magazine ...
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BRIEFING: Amtrak Rewards signs Wirefly as new partner (23 Feb 2010)
Amtrak Guest Rewards members can earn 5,000 points with the purchase or upgrade of a cell phone and service plan with Points for Wireless, powered by a new Guest Rewards partner, Wirefly. To earn 5,000 points, Amtrak Guest Rewards members must make a purchase from Wirefly's web site. The points ...
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BRIEFING: Barclaycard announces first Freedom partners (19 Feb 2010)
Barclaycard has announced the names of the first national partners to join its new Barclaycard Freedom loyalty programme in the UK. Some 30,000 outlets of small and medium retailers have already been invited to join. The first national partners are LA Fitness, YO! Sushi, Firebox.com, Goldsmiths ...
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NEWS: Engagement seen as key to brand survival (18 Feb 2010)
Customer engagement, having been a rapidly growing hot topic in loyalty marketing circles for the past few years, has become the key to brand survival in the post-recession economy, according to a survey of marketing professionals at Alterian's recent 'Engaging Times European Summit'.
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NEWS: The 16 business benefits of monitoring CLV (17 Feb 2010)
Customer Lifetime Value (CLV or CLTV) has a central strategic importance for a company, and more and more managers are discovering that their most important asset is not the company's inventory but its customers. Products and services may be easy for competitors to copy, but a company which is good at creating customer loyalty is less vulnerable to attacks from competitors.
... read more
BRIEFING: eBay & RecycleBank reward Green customers (17 Feb 2010)
Recycling reward and loyalty programme, RecycleBank, is joining with eBay to reward consumers for recycling and re-using items. RecycleBank rewards people for positive green actions (currently the recycling of trash and electronics) and in five years use of the model has, on average, seen ...
... read more
BRIEFING: Fly Buys NZ partners with Universal Music (16 Feb 2010)
Loyalty New Zealand has signed up Universal Music New Zealand's music catalogue and now has 280,000 songs available to download on Fly Buys Music. According to Fly Buys, many of its 2.2 million card holders like to turn their points into music. A 30, 60 or 90 song download voucher 'costs' 260, 500 ...
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NEWS: The hidden side of Australia's loyalty cards (15 Feb 2010)
A new report by Professor Steve Worthington of Monash University and Josh Fear of The Australia Institute has observed 'the hidden side of loyalty cards' in Australia's competitive retail market.
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NEWS: eBucks redemptions buck the retail decline (12 Feb 2010)
South Africa's eBucks coalition loyalty programme has reported is best ever holiday season with members spending more than R75 million worth of eBucks over Christmas 2009, representing an 8.4% increase over the previous year in contrast to a 4.8% decline in general retail sales for the year.
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BRIEFING: One bad call centre experience makes 68% defect (12 Feb 2010)
A single negative experience with a customer call centre would be likely to cause 68% of the respondents to take their business elsewhere, reveals a survey commissioned by Teleperformance and conducted by YouGov. Over 1,000 US adult consumers took part. Survey results also revealed that consumers ...
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NEWS: Full launch details of Nectar Italia (11 Feb 2010)
Groupe Aeroplan, operator of the Nectar coalition loyalty scheme in the UK and the Aeroplan programme in Canada, has announced the details of the launch of the Nectar programme in Italy, on 1st March 2010.
... read more
BRIEFING: Riyad Bank launches new loyalty scheme (11 Feb 2010)
Saudi Arabian-based Riyad Bank and First Data have launched a new credit card reward programme for Riyad Bank customers.The Hassad rewards programme is an automated, points-based loyalty programme powered by First Data's loyalty technology on FirstVision, its global issuing and consumer finance ...
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BRIEFING: American Airlines expands cargo loyalty scheme (9 Feb 2010)
American Airlines Cargo Division has redesigned its Business ExtrAA programme, which now allows nearly all cargo customers to earn travel awards for booking cargo shipments. For every shipment on American Airlines, regardless of the size or booking method, eligible AA Cargo customers earn points ...
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NEWS: Five value-driving loyalty trends for 2010 (8 Feb 2010)
In the face of growing competition, brand loyalty programmes will need to deliver more immediate value, choice and personal relevance whilst still creating long-term brand equity, according to Andrew Mitchell, head of loyalty solutions for Arvato Loyalty Services.
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BRIEFING: Reward Paths & Baesman form loyalty alliance (8 Feb 2010)
The Baesman Group has formed a channel partnership to deliver enhanced loyalty programme capabilities to US retailers. Baesman will become a preferred channel partner and will offer the Reward Paths loyalty management system - Incentive Control - for resale in the US, while providing clients with ...
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NEWS: Indian loyalty scheme enrols 67m in one year (5 Feb 2010)
In India, the loyalty management firm Loylty Rewardz has reported that its FreedomRewardz loyalty programme - designed to cater to State Bank Group customers - has reached membership of some 67 million, and is now growing by approximately 1.3 million members every month.
... read more
NEWS: Loyalty schemes seen as 'recession busters' (4 Feb 2010)
Loyalty programmes have become more important to 71% of marketers during two years of recession because they enable communication with an established and willing database of customers, according to a report by GI Insight.
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NEWS: Chip-based Barclaycard Freedom to launch in March (3 Feb 2010)
More than 8 million Barclaycard cardholders in the UK are set to benefit from the forthcoming launch of the 'Barclaycard Freedom' rewards programme in March 2010, which will allow cardholders to earn rewards in over 30,000 retail outlets - including shops, restaurants and online outlets - throughout the UK.
... read more
NEWS: Loyalty rewards still not engaging enough? (2 Feb 2010)
As more marketers turn to loyalty rewards programmes to boost business growth, a report from the Chief Marketing Officer (CMO) Council suggests that marketers are under-valuing these often costly programmes even as customers give the perks, discounts, deals and additional service opportunities high marks.
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BRIEFING: Points.com expands its partnerships (2 Feb 2010)
Points.com has significantly expanded and extended its partnership with US Airways' Dividend Miles programme. Points will take a principal role and accept greater responsibility in the operation of the Buy, Gift and Transfer miles programmes used by Dividend Miles programme members. And in ...
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NEWS: Small retailers turn to coalitions for salvation (1 Feb 2010)
While SMEs are traditionally limited in their scope for operating customer loyalty programmes, their days are not necessarily numbered, according to UK-based loyalty consultant Chris Jacobs.
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BRIEFING: Loylogic develops customised loyalty e-mall (1 Feb 2010)
Zurich-based loyalty company, Loylogic, has launched Loylogic EarnShop and Loylogic EarnMall, both providing global online points-earning shopping. EarnMall allows members of participating loyalty programmes to earn points with online merchants that cover 241 countries. The merchant selection will ...
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NEWS: Amex to help merchants with loyalty schemes (29 Jan 2010)
American Express has announced the launch of a business unit called 'LoyaltyEdge from American Express', which will work with strategic partners and merchants to create, implement, or enhance customer loyalty programmes.
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NEWS: How retailers can benefit from social media (28 Jan 2010)
While social networking web sites are no longer the preserve of the tech-savvy teenager, most businesses - and bricks and mortar retailers in particular - are struggling to know how to approach and benefit from these community environments, according to Gary Edwards, executive vice president of client services for Empathica.
... read more
NEWS: SPC brings youth loyalty to US retail chains (27 Jan 2010)
The Canada-based student loyalty programme, Student Price Card (the 'SPC Card'), has announced that it will bring its instant discount rewards model to the USA in time for August 2010, with a projected first-year membership of some 6.5 million students, as well as more thna 35 national retail chain partners.
... read more
BRIEFING: TXU Energy gives US$27m in cash-back rewards (25 Jan 2010)
Over some three years TXU Energy has rewarded its loyal customers with more than US$27 million through its cash back loyalty rewards programme. Customers receive three percent cash back on their annual electricity purchases in the form of a Visa prepaid card that they can spend as they choose ...
... read more
NEWS: Kobie unveils discounted online gift card mall (22 Jan 2010)
The US-based loyalty marketing and technology agency Kobie Marketing has launched a 'Gift Card Gallery' featuring an online mall that offers discounted gift cards for top brand retailers.
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NEWS: Consumers more engaged by machines than agents (20 Jan 2010)
Consumers rate automated telephone customer service more highly than live agents for certain straightforward interactions, according to a study by Nuance Communications.
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BRIEFING: Hilton HHonors offers one free night for four (20 Jan 2010)
In addition to earning standard points and miles, members of Hiilton's HHonors loyalty programme can earn one free night for every four stays at any of the hotels within the Hilton Worldwide portfolio of brands between 7th January and 31st March this year. They can redeem their free night ...
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NEWS: Mobile popularity behind new m-loyalty platform (19 Jan 2010)
Consumers' usage of mobile coupons is forecast to generate nearly US$6 billion globally in terms of retail redemption value by 2014, according to a recent report from Juniper Research.
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NEWS: NFC nearing commercial deployment, experts say (18 Jan 2010)
The rise of NFC (near field communication) technologies is forecast to affect retail marketing and customer loyalty strategies in the near term, according to a report published by Near Field Communications World (NFCW).
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NEWS: Starwood multiplies points for longer-term guests (15 Jan 2010)
Starwood is providing its loyalty guests with more opportunities and rewards for their travel during 2010, with the hotel group's Starwood Preferred Guest (SPG) loyalty programme announcing the launch of a double, triple or quadruple Starpoints promotion.
... read more
BRIEFING: Puerto Rico: Office Depot unveils loyalty scheme (13 Jan 2010)
Office Depot has launched its customer loyalty programmes in Puerto Rico. From this month local residents can join the Worklife Rewards programme and get a range of benefits, including 10% back in Rewards on ink, toner and paper purchases and Copy and Print Depot services; and 1% back in Rewards ...
... read more
NEWS: Customer engagement takes 2-way talk (11 Jan 2010)
As loyalty goes in and out of fashion, brands must not only deliver on their promises but also develop a genuine interest in the customer, constantly finding new ways to forge a stronger relationship and overall brand experience, according to Sarah Cross, managing director for the UK-based customer loyalty consultancy Uber.
... read more
BRIEFING: TAP reduces mileage liability with cheap tickets (11 Jan 2010)
The airline TAP Portugal recently ran a frequent flyer programme promotion with help from loyalty agency ICLP, with the aim of encouraging the rapid redemption of members' accumulated loyalty mileage. Until 15th December 2009, Victoria members were invited to spend their miles and get free tickets ...
... read more
NEWS: Social media: the new engagement frontier (8 Jan 2010)
Marketers were bombarded with new technologies in 2009, not least of which was the Twitter phenomenon which allows consumers to take greater control of brand images whether the marketer wants them to or not, according to Tim Norman, sales director for SDL Tridion.
... read more
BRIEFING: Mobile app links gift cards & loyalty points (7 Jan 2010)
In Canada, the Hornby IT Group has unveiled its new mobile framework for mobile prepaid and loyalty platforms. The framework provides an application for the Apple iPhone, current Blackberry devices, and other mobile web browsers that allows providers of prepaid cards, reloadable cards, or loyalty ...
... read more
NEWS: Top 12 loyalty marketing trends for 2010 (4 Jan 2010)
The key concepts that are set to drive customer loyalty for the next 12 months include customer engagement, collaboration, sustainability, and ROI (return on investment), according to Mark Johnson, CEO for loyalty marketing association Loyalty 360.
... read more
BRIEFING: Payback & BetterPlace partner for charity donations (4 Jan 2010)
In cooperation with the online charitable donations platform, BetterPlace.org, Payback has introduced a new way of donating loyalty points that is customised, transparent and direct. Thanks to the newly created Payback donations initiative, millions of Payback members can donate the value of their ...
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NEWS: How supplier relationships affect customer loyalty (1 Jan 2010)
By strengthening its supply chain relationships, the independent retail sector could find itself wielding a powerful new weapon in its battle for the loyalty of consumers, according to Marcus Vallance, CEO for SalesOut.
... read more
In 2009...
NEWS: Aeroplan reports increasing charity donations (31 Dec 2009)
Despite harsh economic conditions and the strain that charitable organisations are facing with declining donations, in Canada, Aeroplan reports that its charitable giving programmes are increasing their donations.
... read more
BRIEFING: Sea Miles expands mileage redemption options (31 Dec 2009)
The North American cruise loyalty provider SeaMiles has announced new benefits for its members, including new and enhanced opportunities to earn SeaMiles, as well as the ability to redeem SeaMiles for car rentals, resort and hotel stays, and air travel. The enhanced benefits for the SeaMiles Visa ...
... read more
NEWS: Dedicated account managers boost B2B satisfaction (30 Dec 2009)
For retail electricity providers in Texas, USA, providing account representatives to handle business customer enquiries results in a considerable lift in overall satisfaction, according to the 2009 Texas Business Retail Electric Provider Customer Satisfaction Study by J.D. Power and Associates.
... read more
NEWS: Awards highlight smartest predictive analytics (29 Dec 2009)
Predictive analytics solutions provider SPSS has announced the winners of its annual 'Insight Awards', presented at the 2009 Directions User Conference in Las Vegas, USA.
... read more
NEWS: Holiday bonuses don't build staff loyalty (28 Dec 2009)
Holiday cash bonuses are set to become a thing of the past, in the US at least, with the future of staff motivation and loyalty lying in performance-related incentives, according to employee rewards specialist, I Love Rewards.
... read more
BRIEFING: 'Cash for Clunkers' damaged US car owners' loyalty (28 Dec 2009)
The US government's so-called Cash for Clunkers (C4C) programme may have created an unforeseen side-effect in vehicle sales, particularly relating to owner loyalty, according to recent analysis by R. L. Polk & Co. Between July and August 2009, when dealer showrooms saw increasing traffic and ...
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NEWS: Study reveals what drives car owner loyalty (25 Dec 2009)
Resale value and vehicle quality have become increasingly important reasons for new vehicle buyers to remain loyal to an automotive brand, according to the '2009 Customer Retention Study' by J.D. Power and Associates.
... read more
NEWS: Points.com rolls out B2B loyalty technology (24 Dec 2009)
Points International, operator of the Points.com loyalty currency portal, has launched new B2B (business to business) features as part of the 'Project ePoch' which was announced earlier in 2009, adding new and updated 'buy and gift' functionality for an initial subset of Points' loyalty programme partners.
... read more
BRIEFING: EA offers rewards-based prepaid debit card (23 Dec 2009)
Electronic Arts (EA) has made it easier for loyal gamers to buy their favorite EA Sports titles with the launch of an EA Sports branded prepaid Visa debit card. The reloadable card enables users to earn a percentage (in loyalty points) for every purchase at thousands of brick-and-mortar and online ...
... read more
NEWS: Is airline & hotel loyalty missing the mark? (21 Dec 2009)
Airlines and hotels around the world are struggling to strike a balance between maximising revenue and ensuring long-term customer loyalty, according to research by loyalty marketing agency ICLP.
... read more
NEWS: Shoppers disappointed with Cyber Monday (18 Dec 2009)
Cyber Monday shoppers were less satisfied this year than they were at the same time last year, according to ForeSee Results' annual benchmark of satisfaction with online holiday shopping.
... read more
NEWS: Loyalty holds the answer to 'supermarket slippage' (17 Dec 2009)
Supermarkets have apparently weathered the recession well with many reporting strong profits and increased sales, but there has been an underlying consumer shift that could be trouble for some segments of the retail grocery sector, according to Andy Wood, managing director for GI Insight.
... read more
NEWS: Britons still keen on credit card rewards (16 Dec 2009)
Consumers are keen to make use of their credit cards' loyalty rewards, with 54% of cardholders claiming all or a large part of the benefits they had earned in 2008 - up from only 23% in 2008 - according to a report by Financial Facts.
... read more
BRIEFING: Fly Buys e-stores signs 12 retail partners (16 Dec 2009)
Twelve online retailers, including some of New Zealand's largest brands, are going live on Fly Buys e-stores. New members include Baby Star, Belly Beyond, Eureka Clothing, Fastflowers, james&august and adventure gift company, Total Experience. The size of the online retail market is estimated to ...
... read more
NEWS: Insights from Cards & Payments 2009 (15 Dec 2009)
Source Media's second annual 'Cards and Payments' loyalty conference was held in New York earlier this month, addressing the theme of 'the intersection of cost management and rewards programme repositioning', as detailed here by The Wise Marketer's contributing editor, Bill Hanifin.
... read more
BRIEFING: South Africa: eBucks to offer fuel reward (15 Dec 2009)
In South Africa, fuel retailers have traditionally been restricted in terms of discounts or incentives for fuel purchases, so South Africans usually carry a seperate Fuel Card that allows payment for fuel via a bank account that doesn't provide loyalty rewards. However, FNB (First National Bank) ...
... read more
NEWS: Top 10% of customers account for 40% of sales (14 Dec 2009)
The top 10% of the average North American retail store's customers visit the store more than twice a week, spend more than US$39 per visit, and represent nearly 40% of the store's total sales, according to an analysis of over 2 million grocery shoppers by Concept Shopping Inc.
... read more
BRIEFING: Pita Pit launches gift card loyalty scheme (14 Dec 2009)
The US arm of Canadian restuarant chain, Pita Pit, has launched a US-wide gift card and loyalty programme known as the Pit Card. A single card acts as both a traditional gift card and a loyalty point system. It can be loaded with any prepaid amount or be used to accumulate points toward future ...
... read more
BRIEFING: Apollo Optik renews Payback partnership (10 Dec 2009)
In Germany, the chain of opticians Apollo Optik has extended its contract with the Payback loyalty programme until at least 2013. Apollo was a founding member of Payback and has been in partnership with the programme for almost ten years. "Payback has become a key element of our communications ...
... read more
NEWS: Maximiles & MasterCard launch Dutch cashback scheme (9 Dec 2009)
The European online loyalty programme operator Maximiles has partnered with MasterCard Europe to launch an online cashback discount programme in the Netherlands for all MasterCard customers.
... read more
NEWS: E-retailers could gain more loyalty from their data (8 Dec 2009)
While e-retailers are still working hard at improving the customer experience using multiple web-based technologies, most remain uncertain about the effectiveness of their usage of the data they gather while doing so, according to a survey report from search technology provider SLI Systems.
... read more
BRIEFING: Jeanswest takes loyalty into the cloud (8 Dec 2009)
Jeanswest, a fashion retailer operating 220+ stores in Australia and New Zealand, has implemented a 'cloud-based' loyalty system with help from LoyaltyTech and Responsys. The new system, which uses the internet-based 'cloud' model of data storage (i.e. always accessible from anywhere with an ...
... read more
BRIEFING: Germans offered Payback points for eBay purchases (7 Dec 2009)
Members of Germany's popular Payback loyalty programme can now collect points when shopping on eBay (within the country). Every 2 spent on eBay earns 1 Payback point for each item purchased, whether as an auction or a fixed price item, and whether new or used. Payback members can now collect ...
... read more
BRIEFING: Ultimate Rewards Mall offers holiday bonus (3 Dec 2009)
Chase Card Services' loyalty programme, Ultimate Rewards, is offering a holiday programme that delivers rewards, deep discounts and promotions to customers. Through the Ultimate Rewards Mall, cardmembers can receive up to ten bonus points every day from leading retailers, and more during the ...
... read more
NEWS: The 'Uber 11' rules of effective customer retention (2 Dec 2009)
Consumers are much more aware now than ever before of brands' attempts at garnering customer loyalty, and they have come to expect something more than marketers were prepared to provide in the past, according to Sarah Cross, managing director for Uber.
... read more
NEWS: Tomorrow's loyalty strategy is already here (1 Dec 2009)
With many having spent the past two years working on customer engagement, the idea of 'customer intimacy' is gaining traction and increasing in importance among customer loyalty marketers, according to The Wise Marketer's European contributing editor, Peter Wray, who recently attended the Loyalty World 2009 conference in the UK.
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NEWS: Loylogic unveils iPhone app for loyalty redemptions (30 Nov 2009)
Loylogic has announced a complete loyalty programme application that allows for real-time points redemption using the Apple iPhone. The new MobApp turnkey solution enables loyalty programme operators in any country to offer iPhone users the ability to use the mobile channel for their loyalty programme's various features.
... read more
NEWS: Knowing the customer is critical in a recession (27 Nov 2009)
During the recession, as retailers battle for consumers' ever-diminishing spending, customers have come to expact - and even demand - an even better shopping experience than before, according to Mike Amos, CEO and founder of Empathica.
... read more
BRIEFING: Wells Fargo launches loyalty e-shopping mall (27 Nov 2009)
Wells Fargo has enhanced its rewards programme by adding the Earn More Mall, which provides bonus point opportunities, the ability to purchase retail gift cards, new travel features and benefits, five times as many redemption options, and a redesigned site for easier navigation and improved ...
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NEWS: Online coupon marketing trends are positive (26 Nov 2009)
Four out of five (80%) online coupon marketing campaigns experience higher 'transaction-to-click' rates and transaction rates than non-coupon campaigns, according to a coupon trends study by Experian Marketing Services.
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BRIEFING: Fly Buys NZ reports 5 millionth redemption (25 Nov 2009)
Fly Buys in New Zealand reports that it has recently achieved 5 million reward redemptions. With more than 1.1 million New Zealand households as active Fly Buys Members, the programme has what is claimed to be the highest active household penetration in the world for a loyalty programme: some 71% ...
... read more
BRIEFING: Real-time PoS loyalty redemptions for Australia (25 Nov 2009)
Carlson Marketing and Welcome Real-time have partnered to launch Carlson Marketing Point of Sale Rewards in Australia, which enables customers to redeem points for purchases and helps credit and debit card issuers to deliver personalised offers at the point of sale (POS). The programme enables ...
... read more
BRIEFING: RFID sticker turns cellphones into loyalty cards (24 Nov 2009)
ViVOtech has launched the ViVOtag sticker with its mLoyalty redemption software so that merchant services providers can enable merchants to deliver targeted mobile advertising, marketing and loyalty programmes to customers' mobile phones. The ViVOtag adds contactless RFID technology to any phone ...
... read more
BRIEFING: Lowes sends loyalty discounts by SMS (24 Nov 2009)
Lowes Foods Fresh Rewards members can now receive targeted digital coupons in text messages, and can reply with a key word in order to have the digital coupon automatically connected to their loyalty account and be ready to scan at checkout. This is made possible by InstaSave's expanded targeted ...
... read more
NEWS: Coalitions 'the next big thing' in US marketing? (23 Nov 2009)
A panel of customer loyalty experts at the recent US Direct Marketing Association's (DMA) annual meeting explored and explained the rapidly-growing phenomena of coalition loyalty marketing, and concluded that this programme structure has not only been successful in other countries but may well become 'the next big thing' in customer retention in North America.
... read more
BRIEFING: Select Guest offers new members double points (23 Nov 2009)
Omni Hotels' Select Guest loyalty programme is, for a limited time, offering new members double stay credits on stays booked via the web site. The enhanced three-tiered programme features three membership levels: Gold, Platinum and Black. On joining, guests will immediately qualify for the ...
... read more
BRIEFING: Dunnhumby heads for Canada with Metro (23 Nov 2009)
In Canada, Metro has partnered with consulting and marketing services firm, Dunnhumby, to form Dunnhumby Canada. The joint venture's mission is to better satisfy Metro's customers' needs through the development and implementation of customer-centric strategies. Following the models which currently ...
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NEWS: British shoppers are least loyal, most price-aware (20 Nov 2009)
The British are Europe's most discerning shoppers when it comes to getting the best deal, according to a global study by self-service technology provider NCR.
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BRIEFING: One-in-three want mobile loyalty schemes (20 Nov 2009)
The second annual HipCricket Mobile Marketing Survey reveals that while 37% of consumers would be interested in participating in a mobile customer loyalty programme from a brand they trust, 83% say their favourite brand has yet to market to them via their most personal device, their mobile ...
... read more
NEWS: Top ten internet retail trends for 2010 (19 Nov 2009)
The ten most prominent online retailing trends for 2010 and beyond highlight the most important actions that online retailers will need to take to grow their business during the global recovery from the current recession, according to a report by Webloyalty and Verdict Consulting.
... read more
NEWS: TrueBlue frequent flyer programme revamped (18 Nov 2009)
JetBlue Airways has relaunched its TrueBlue frequent flyer programme, aiming to provide a richer, more rewarding, and more flexible experience for its loyal passengers.
... read more
BRIEFING: MoneyGram Rewards expands into Canada (18 Nov 2009)
Global payments company, MoneyGram International, has expanded its MoneyGram Rewards loyalty programme into Canada. The programme, which offers members fee discounts, receive notices, and fast and convenient money transfers, was introduced in the US in 2008, and expanded earlier this year into ...
... read more
NEWS: Top ten marketing media trends for 2010 (17 Nov 2009)
Looking ahead to 2010, marketers will face continuing hard times with an increasing consumer focus on personal choice in terms of marketing media, according to Drew Neisser of digital marketing agency Renegade, who has compiled what he believes will be the top ten marketing media trends to emerge during the next twelve months and beyond.
... read more
NEWS: Online loyalty 'best with a personal discount' (16 Nov 2009)
Consumers on the internet are apparently embracing the idea of the personalisation of marketing offers, with 74% of internet users saying they want customer loyalty schemes that offer discounts based on their online browsing behaviour, according to a survey commissioned by web content management firm SDL Tridion.
... read more
BRIEFING: Kia Canada launches owner loyalty scheme (16 Nov 2009)
Kia Canada has launched the Customers Rewards programme, into which all Kia dealerships are automatically enrolled. The programme is intended to mitigate defection and turn one-time customers into customers for life. Member benefits include discounts toward future dealership purchases, added ...
... read more
NEWS: Gift card usage increasing again, at last (13 Nov 2009)
When gift-giving on a fixed budget, 23% of Canadians opt to buy gift cards instead of personal gifts or cash, accoring to the sixth annual gift card market study by Givex and Harris/Decima.
... read more
BRIEFING: Brand Keys launches Spanish brand loyalty index (13 Nov 2009)
Brand Keys has announced the results of its first Customer Loyalty Engagement Index in Spain.The survey was done in conjunction with Asociacion de Marcas Renombradas Espanolas (The Brand Association of Spain), Accenture Marketing Science, and Positioning Systems, Brand Keys' marketing partner in ...
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NEWS: Study finds high loyalty to European mobile operators (10 Nov 2009)
Mobile phone users in both the US and Western Europe currently show relatively high intentions of staying with their current operator when purchasing their next device, according to a survey of handset customer loyalty by Strategy Analytics.
... read more
NEWS: BA Miles extends its US footprint with Chase (9 Nov 2009)
The Mileage Company, the travel rewards firm behind Airmiles and BA Miles in the UK, has signed an agreement with Chase Card Services in the US to extend the travel benefit available to British Airways Visa Signature Card holders in the US.
... read more
BRIEFING: Carlson Marketing offers PayPal reward options (9 Nov 2009)
Carlson Marketing has teamed with PayPal, meaning that members of its client loyalty and engagement programmes can now redeem their accrued programme points for specific dollar amounts in their PayPal account, by simply selecting the PayPal reward from an online catalogue. Within minutes they will ...
... read more
BRIEFING: Atlanta pilots loyalty programme for recyclers (6 Nov 2009)
A selected group of US residents in Atlanta, Georgia, are to be rewarded for their curbside recycling efforts. In an effort to encourage proper recycling habits, boost recycling participation, reduce the amount of recyclables being sent to area landfills and save taxpayer money, City officials ...
... read more
BRIEFING: Bank of Valetta launches loyalty programme (5 Nov 2009)
Malta-based Bank of Valletta (BOV) has launched a loyalty programme that rewards customers who pay for their purchases with a BOV VISA Platinum Card, a BOV Visa Gold Card or a BOV Visa Flypass Business Card. All customers who have one of these premium credit cards are automatically eligible to ...
... read more
NEWS: Groupe Aeroplan to buy up Carlson Marketing (4 Nov 2009)
Groupe Aeroplan, the international loyalty management firm headquartered in Canada, has entered into an agreement with Carlson Companies in the US to purchase Carlson Marketing for US$175.3 million (Can$188.0 million).
... read more
NEWS: Marketers to gain by cloning loyal customers (4 Nov 2009)
Knowing your customers is one of the first rules of marketing but, during a recession, it arguably even more important for marketers to know which potential customers best match the profiles of their existing loyal and profitable customers, according to database marketing firm KDB.
... read more
NEWS: Rewards to help the poor help themselves (3 Nov 2009)
In South Africa, a self-proclaimed rewards programme for the poor, The Broccoli Project (TBP), uses a scalable technology platform and processes designed to ensure that aid for those who need it most can be deployed optimally in a way that breaks their dependency on hand-outs.
... read more
BRIEFING: New Starbucks loyalty scheme consolidates others (3 Nov 2009)
Starbucks is to soon launch a new customer loyalty card programme, My Starbucks Rewards, in all US Starbucks stores. Consolidating its two current programmes, Starbucks Card Rewards and Starbucks Gold card, the new programme has no annual fee, allows members to use one registered card (any ...
... read more
NEWS: How the best-in-class achieve 91% customer retention (2 Nov 2009)
A customer-centric shift in the market is forcing organisations to rethink customer engagement, and best-in-class companies are already outperforming the competition when it comes to using customer experience management (CEM) to boost customer retention and satisfaction, according to a study by Aberdeen Group and Cincom Systems.
... read more
BRIEFING: FFP breakage 'more than GDP of most countries'? (2 Nov 2009)
In May 1981 American Airlines started the first frequent flyer programme with a list of 150,000 of its best customers. Today, research suggests that there are some 277 million frequent flyer members belonging to a myriad of airline loyalty programmes with more than 9.7 trillion accumulated miles ...
... read more
NEWS: Who's not loyal to their mobile service, and why? (30 Oct 2009)
Mobile phone service providers need to understand consumers on a more personal level and adjust their customer engagement plans accordingly, according to the 'Communications Consumer Dynamics' study from Acxiom.
... read more
NEWS: FFPs not meeting members' needs & desires (29 Oct 2009)
A surprisingly wide chasm separates what elite frequent flyers want from a loyalty programme and what they actually get, according to a white paper from loyalty programme experts at Carlson Marketing and Peppers & Rogers Group.
... read more
NEWS: Rewards aggregator to benefit loyal Australians (28 Oct 2009)
The average Australian consumer is missing out on more than Aus$4,000 worth of loyalty rewards and programme benefits every year, according to a survey by the recently launched Australian loyalty rewards aggregator, Perkler.
... read more
NEWS: The top 20 attitudes of successful loyalty marketers (27 Oct 2009)
When it comes to customer loyalty, customer retention and relationship building campaigns, the attitudes and preconceived ideas of both marketers and management determine much of the scheme's success.
... read more
BRIEFING: Best Western joins Canada's Air Miles (27 Oct 2009)
Best Western International has joined the Air Miles Reward programme, and is offering its Best Western Rewards members 20 Air Miles for every qualified stay at any Best Western hotel in Canada, the US (including Hawaii and Alaska) and the Caribbean Islands. As a launch bonus, Air Miles collectors ...
... read more
NEWS: Canadian Air Miles operator buys into Dotz (26 Oct 2009)
LoyaltyOne, the operator of Canada's popular Air Miles rewards programme, has acquired a 29% stake in CBSM, the operator of Brazil's online-only Dotz loyalty programme, and the two companies will now develop Dotz to include a traditional retail-based coalition loyalty structure similar to that of Air Miles.
... read more
BRIEFING: Debenhams Beauty loyalty card wins award (26 Oct 2009)
At the Prepaid Awards ceremony held in London recently, the best prepaid gift programme was judged to be Sainsbury's Meal Ticket, which was launched in August 2008 and enables parents to pay for meals for their children when away from home at university. The best prepaid non-gift programme was ...
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NEWS: Retail 3.0 redefines retail customer intelligence (22 Oct 2009)
Hawkins Strategic has published a new position paper on 'In-Store Activity', the latest installment in its Retail 3.0 series (which examines the full spectrum of technology-assisted retail operations), addressing an area in retail that has long been a black hole: how shoppers interact with products in the store itself.
... read more
NEWS: Airlines' main challenge lies with loyalty efforts (21 Oct 2009)
In past years, airlines' biggest concern was how to control skyrocketing fuel prices. Airlines around the world are making dramatic changes to their business models to survive not only increasing fuel costs but also other market-driven challenges. Combined, the changes needed in the industry may bring about the 'ultimate travel experience' for passengers, according to Sabre Airline Solutions.
... read more
BRIEFING: Esso renews Aeroplan loyalty partnership (20 Oct 2009)
Aeroplan has renewed a multi-year agreement with Imperial Oil, meaning that members can continue to earn Aeroplan Miles on the purchase of fuel, car washes and convenience store items at participating Esso-branded stations across Canada. They will continue to earn one Aeroplan Mile for every Can$3 ...
... read more
NEWS: One in four consumers less brand loyal in 2009 (19 Oct 2009)
Almost one quarter of British consumers say they are less brand loyal now than they were 12 months ago, according to a survey commissioned by The Loyalty Practice at HS&P.
... read more
NEWS: Competitive advantage to depend on pattern-spotting? (16 Oct 2009)
As the world economy begins to emerge from the recession, business leaders will be forced to re-examine their opportunities for growth, competitive differentiation, and cost controls, according to a report from Gartner.
... read more
BRIEFING: Can honest online reviews increase buyer loyalty? (16 Oct 2009)
Several leading consumer electronics manufacturers will now publish only genuine customer reviews (both good and bad) on their web sites. Hotpoint, Sharp and Toshiba join Brother, Cannon, Indesit, Kodak and Kaspersky as the most recent brands to partner with Reevoo, a shopping advice provider, to ...
... read more
NEWS: Consumers seeking more immediate rewards (12 Oct 2009)
Consumers are no longer prepared to wait for incentives such as cash back and the reward schemes built up from their credit cards, with many instead simply searching online for coupons and voucher codes for instant discounts and money off offers, according to online voucher service VoucherSeeker.
... read more
BRIEFING: Tesco Clubcard celebrates 16-millionth UK member (12 Oct 2009)
Since the Tesco Clubcard was re-launched in May 2009, 1 million more customers have signed up for the supermarket giant's loyalty programme (equivalent to 6 new members every minute). The latest promotion, Clubcard Double Points , launched in August 2009, offers 2 points for every 1 spent on ...
... read more
NEWS: Social media is boosting customer engagement (9 Oct 2009)
Retailers and brand owners have been adopting social media tools at an impressive rate, with more than 50% having begun using five out of ten social media marketing tools, according to a study by The E-tailing Group and PowerReviews.
... read more
BRIEFING: Thank You Network offers Sony music downloads (9 Oct 2009)
Citi's ThankYou Network loyalty programme has launched a new reward that allows members to use their ThankYou Points toward music downloads from Sony Music Entertainment. Sony Music is now offering ThankYou members various special artist promotions on an ongoing basis, including early access to ...
... read more
NEWS: Trust & transparency are keys to loyalty, says Asda (8 Oct 2009)
Trust and transparency are the keys to earning real customer loyalty, and this means allowing customers to not only see 'behind the scenes' but also to help make key decisions about business operations, according to Wal-Mart owned supermarket Asda's president and CEO, Andy Bond.
... read more
NEWS: Aeroplan unveils 'miles maximizer' for winter (7 Oct 2009)
Aeroplan's financial cards and travel partners have teamed up to launch the biggest bonus mileage offer in the programme's history, offering members more than 4 miles per dollar spent when using eligible CIBC or American Express Aeroplan affiliated payment cards for purchases with participating partner companies.
... read more
BRIEFING: Discounts weaved into natural search results (7 Oct 2009)
Billeo, a personal finance software provider, has launched a new service called the Offer Assistant , which delivers real-time shopping discounts and rewards directly to the consumer within unsponsored search engine results. Billeo has also announced a partnership with the UPside Visa Prepaid ...
... read more
NEWS: How to drive engagement with smarter loyalty rewards (6 Oct 2009)
The reward is a vital part of any loyalty programme, and it must be worth enough to be attractive to the customer yet not cost enough to make the programme unprofitable. It must appeal to consumers of the right profile, and it must cater for wide variations in taste and desires among those customers.
... read more
NEWS: Ten brand & marketing trends for 2010 (5 Oct 2009)
It appears that brands are heading for another turbluent year in 2010 according to Brand Keys' customer loyalty expert Robert Passikoff, who has compiled what he believes will be the year's ten main branding and marketing trends.
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BRIEFING: New NFC system provides immediate rewards (5 Oct 2009)
MoLo Rewards' patented wireless coupon and loyalty technology allows consumers to interact with a point of sale terminal and to, within seconds, redeem every valid and applicable coupon held in their mobile wallet. A single tap of the device on a reader that determines what coupons are valid and ...
... read more
BRIEFING: Is intelligent self service a future driver of loyalty? (2 Oct 2009)
Speaking on Leveraging the Power of Intelligent Interactions at the recent Gartner CRM Summit, Convergys' vice president of product and solution marketing, Jo Ann Parris, explained how technology adoption in everyday interactions is driving a greater need for intelligent self-service options to ...
... read more
BRIEFING: Payback doubles points for children in need (1 Oct 2009)
From 12th to 18th October 2009, Payback members in Germany will earn double points for purchases from participating Payback partners, and double points will also automatically be awarded to children's charity Ein Herz fur Kinder . Payback guarantees that 100% of the donations made during the ...
... read more
NEWS: Recession marketing strategies reviewed (30 Sep 2009)
Thanks to the recession, consumers have become much more budget-conscious in their shopping behaviour, and are now expecting more from their relationships with brands. At the same time, according to a white paper from Mall Networks, brand marketers are expected to improve their performance with ever-smaller resources.
... read more
BRIEFING: Diversity set to drive loyalty at the fuel pump (30 Sep 2009)
Generational differences have contributed to a steady decline in consumer brand loyalty when buying fuel, according to NPD Group. According to the company's 'Motor Fuels Index' , which tracks consumer fuel purchasing behaviour, those aged 65+ have always been more likely to limit themselves to ...
... read more
NEWS: Channel choice starts 'customer loyalty chain' (28 Sep 2009)
While companies are faced with an increasing range of channels through which they can communicate, there is an increasing expectation among consumers that they should have the final say when it comes to which communication channels they use, according to Darren Ponsford, strategy and planning director for Blueview Group.
... read more
BRIEFING: Carlson Hotels doubles points for December (28 Sep 2009)
Carlson Hotels Worldwide is offering members of its Goldpoints Plus frequent guest loyalty programme the ability to earn double points for eligible stays at its Regent Hotels & Resorts, Radisson Hotels & Resorts, Park Plaza Hotels & Resorts and Country Inns & Suites By Carlson, and Park Inn ...
... read more
NEWS: Banks show new gains in customer engagement (25 Sep 2009)
Customer expectations of banks and credit unions have shifted away from the more traditional roles of industry leaders, guardians and protectors of customer finances, and banks are catching up quickly in terms of overall customer engagement, according to the latest National Benchmarking/Pulse of America survey from Allegiance.
... read more
NEWS: Loyalty platform integrates memberships with Facebook (24 Sep 2009)
The loyalTXT cardless retail loyalty platform from Sundrop Systems has been upgraded to fully integrate social media support using Facebook Connect.
... read more
BRIEFING: Holland America starts cruise loyalty scheme (24 Sep 2009)
Cruise operator Holland America Line has launched a new loyalty programme for all of its customers. The new Mariner Society Rewards programme provides all past guests with benefits ranging from onboard discounts and special rates on selected cruises to reduced or free third and fourth rates when ...
... read more
NEWS: Battle grows for online brand reputation (23 Sep 2009)
Many well known brands are struggling to maintain a positive online reputation, and some are failing to learn lessons from their more successful peers, according to the latest Kaizo Advocacy Index in the US.
... read more
BRIEFING: Priority Club Rewards unveils 'Flights Anywhere' (23 Sep 2009)
Following the recent introduction of its Points & Cash feature (which allows customers to combine loyalty points and cash for reward night stays at any of IHG's 4,300+ hotels worldwide), InterContinental Hotels Group's Priority Club Rewards frequent guest loyalty programme has added a new ...
... read more
NEWS: E-retailers investing more in web interactions (22 Sep 2009)
The recession is turning retail executive focus back toward e-commerce efficiency, with 61% of major online retailers investing increasing amounts in improved web commerce functionality, according to a research report by Aberdeen Group.
... read more
NEWS: Payback confirms details of entry into Poland (21 Sep 2009)
The popular German coalition loyalty programme, Payback, has announced the details of its forthcoming expansion into Poland, representing the first foray into international territory for the programme's operator, Loyalty Partner.
... read more
NEWS: Social web's customer loyalty impact turns viral (18 Sep 2009)
The consumer conversations taking place on the social web about poor customer experiences can negatively impact an organisations' bottom line and reputation, according to a survey commissioned by RightNow, investigating how Australian consumers want organisations to engage with them through web sites such as Twitter, YouTube and Facebook.
... read more
NEWS: Travel loyalty must 'go the extra mile' (17 Sep 2009)
In addition to a sound customer aquisition strategy, creating a loyal customer base is critical to any company that relies on repeat business. But the travel industry may now have been 'resting on its laurels' for too long, according to Anamaria Chiuzan, product marketing manager for loyalty specialist The Logic Group.
... read more
BRIEFING: sQuid card offers rewards at Pizza Hut (17 Sep 2009)
In Dundee, Scotland, sQuid eMoney has announced a new Pizza Hut branded pre-pay contactless smartcard for customers in Dundee. The eMoney smartcard uses contactless payments for its 'pay as you go' scheme, and provides users with emailed loyalty vouchers that can be redeemed for rewards ...
... read more
NEWS: Brand loyalty trends challenge current thinking (16 Sep 2009)
Viewing consumers and their habits and opinions in 'high definition' has provided some interesting insights into Britain's changing society, according to research by Experian which found that, while online brand loyalty is increasing, the bulk of the Web 2.0 generation are less affluent consumers.
... read more
BRIEFING: Walmart & Ipiranga join Multiplus Fidelidade (16 Sep 2009)
In Brazil, Ipiranga and Walmart, through their customer loyalty and affiliation programmes (Km de Vantagens and Bomclube, respectively) have become the first partners in TAM's Multiplus Fidelidade frequent flyer loyalty programme. Through these partnerships, Multiplus Fidelidade members will ...
... read more
NEWS: Hotel loyalty heads for greater innovation (14 Sep 2009)
Hotel rewards programmes are in the mature phase of their lifecycle and hoteliers are increasingly challenged to differentiate their programmes from those of competitors, according to a new research report from Razor's Edge Business Intelligence.
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NEWS: Food discounters fail to earn loyalty of converts (11 Sep 2009)
The TNS Worldpanel UK grocery market share figures for the 12 weeks ending 9th August 2009, have confirmed the strong performance seen in recent periods for Waitrose.
... read more
BRIEFING: Budget pressures affect hotel guest satisfaction (11 Sep 2009)
Customer satisfaction has declined for hotels (down 0.2 points to 82.9) and rental cars (down 0.1 to 79.6) while improving for airlines (up 0.2 to 75.7) in the second quarter of 2009, according to the latest Market Metrix Hospitality Index (MMHI). Pan Pacific Hotels & Resorts, Midwest Airlines ...
... read more
NEWS: Lifestyle data 'a key weakness' in many loyalty platforms (10 Sep 2009)
Following a comprehensive benchmarking study of forty customer loyalty solutions and platforms from around the world, covering sectors including grocery, fashion, fuel retailers, telecoms, airlines, financial services, and coalitions, the major weakness in most platforms is the collection of lifestyle data, according to Mike Atkin of MJA Associates.
... read more
BRIEFING: Two new promotions for AAdvantage members (10 Sep 2009)
American Airlines frequent flyers are now being offered two promotions aimed at toward putting them on a priority path to AAdvantage Gold, AAdvantage Platinum or AAdvantage Executive Platinum status, along with the opportunity to choose from a range of extra loyalty rewards. The Double ...
... read more
BRIEFING: eBucks signs new electronics retail partner (9 Sep 2009)
In South Africa, the popular eBucks coalition loyalty programme has announced its expansion into the technology sector with the addition of the national electronics retailer Incredible Connection as a retail partner. eBucks members can now earn and spend their eBucks on a range of local and ...
... read more
NEWS: The virtual currency effect: a whole new economy (8 Sep 2009)
Internet and mobile technologies are adding a new dimension to the idea of currencies, including a growing crossover between real-world money and currencies such as those earned and redeemed within loyalty programmes, according to the operator of the eBucks coalition loyalty programme.
... read more
BRIEFING: Magna Rewards adds six new members (8 Sep 2009)
The operators of the Magna Rewards card-based loyalty programme in Jamaica have introduced six new member companies to the programme. The new companies are Toyota Jamaica, Smartsoft, St Thomas Farm Store, Caledonia Medical, Eyeland Eyewear, and University College of the Caribbean. Magna Rewards ...
... read more
NEWS: Price 'a key driver' for recession shoppers (7 Sep 2009)
To cope with adverse economic conditions over the past 18 months, US consumers have been forced to make significant changes in how and where they shop, according to the latest Times & Trends Report from IRI, which found that shopper loyalty has become a far more complex issue as consumer buying habits change.
... read more
BRIEFING: Gold Points offers 3 summer promotions (3 Sep 2009)
Radisson Hotels & Resorts is offering members of its Goldpoints Plus hotel loyalty programme three special offers including a new Double Gold Points rate, a Summer Redemption Sale of 50% off of the number of Gold Points required for an award stay, and Member-Exclusive offers. The Double Gold ...
... read more
NEWS: Sam's Club goes mobile with eValue offers (2 Sep 2009)
In the US, Sam's Club has introduced paperless coupons and offers through its membership benefit programme, eValues, which is included in both the Advantage and Business versions of the Sam's Club Plus Membership.
... read more
NEWS: Sainsbury's sees credit card rewards declining (31 Aug 2009)
Credit cards that offer a reward scheme are becoming harder to find in the UK with the proportion of cards offering a reward scheme having fallen by more than 11% during the past year, according to research from Sainsbury's Finance.
... read more
BRIEFING: Loyalty World 2009 highlights effective strategies (31 Aug 2009)
From 21st to 24th September 2009 Loyalty World 2009 in London, UK, will be offering new insights into the most effective loyalty strategies from all over the world, providing marketers with the necessary tools to increase customer retention and reduce customer churn, and teaching brand marketers ...
... read more
NEWS: Almost all Canadians use loyalty programmes (27 Aug 2009)
The customer loyalty market in Canada is nearing saturation point, according to research from Colloquy, which found that 93.6% of consumers nationwide participate in at least one loyalty scheme.
... read more
NEWS: Xcelerator to add new dimension to loyalty? (26 Aug 2009)
In his work compiling a comprehensive benchmark study of customer loyalty platforms and technologies, The Wise Marketer's contributing editor Mike Atkin has observed some noteworthy innovation in the form of the 'Xcelerator' application. Atkin interviewed designer Robert Kersenbrock to find out more about the application that could potentially add a new dimension to loyalty schemes.
... read more
NEWS: 6 ways to retain credit-crunched customer loyalty (25 Aug 2009)
UK-based loyalty consultancy The Logic Group has published new guidelines on how companies can set up a successful customer loyalty programme in the current climate of 'credit crunched' consumers.
... read more
NEWS: Tesco doubles up Clubcard's loyalty points (24 Aug 2009)
Tesco Clubcard holders are now earning double Clubcard points - two points for every £1 (US$1.65) they spend across the store and online.
... read more
BRIEFING: Loyalty memberships soar despite irrelevance (24 Aug 2009)
A new study from GI Insight shows that 87% of UK consumers own at least one loyalty card. Of these, over a fifth own four or more cards from different companies. However, effective use of personal details handed over by loyalty scheme members has yet to result in relevant communications, with 68% ...
... read more
BRIEFING: Most consumers will defect over banking data loss (21 Aug 2009)
Three major banking sector businesses in the UK were recently fined more than 3 million by the Financial Services Authority (FSA) for failing to adequately protect customers' confidential details from being lost or stolen. But, according to research by Ipsos MORI for risk management firm ...
... read more
NEWS: Loyalty scheme messages 'not engaging enough' (20 Aug 2009)
Loyalty programme communications and offers, whether by email, mail, or social networks, are missing the mark by failing to engage members effectively, according to a consumer survey by customer loyalty agency Direct Antidote.
... read more
BRIEFING: Rexall & Rexall Plus sign up with Aeroplan (20 Aug 2009)
Aeroplan has announced the signing of a multi-year agreement with Katz Group Canada to allow members of the Aeroplan loyalty scheme to earn miles for their purchases at Rexall and Rexall Pharma Plus locations throughout Western Canada, Thunder Bay, Ontario, and the Northwest Territories.From 17th ...
... read more
BRIEFING: My Golf Rewards heads for North America (20 Aug 2009)
In Canada, My Golf Rewards has launched a new loyalty, rewards and customer retention programme for the North American golf industry, having recently established a licensing agreement with Fidelisoft to use its loyalty software for the North American market. The technology was developed to allow ...
... read more
BRIEFING: BA & Amex update their rewarding partnership (19 Aug 2009)
British Airways and American Express have renewed their existing strategic partnership agreement, which is managed by British Airways' loyalty and rewards subsidiary, The Mileage Company. The partnership includes three consumer co-branded cards, one corporate co-branded card, and a merchant ...
... read more
NEWS: Best Western UK to drive more loyalty online (18 Aug 2009)
In the UK, Best Western hotels has announced the launch of a new internet shopping-based rewards programme called 'Shop for Rewards', aimed at building greater engagement among its loyal guests and generating an additional revenue stream for the hotel group.
... read more
BRIEFING: Starwood adds bonus points at 500 properties (18 Aug 2009)
A new promotion from Starwood Hotels & Resorts and its Starwood Preferred Guest (SPG) loyalty programme offers members unlimited opportunities to earn up to 1,000 Starpoints per stay for travel from 6th August until 30th November at more than 500 participating Starwood properties across North ...
... read more
BRIEFING: Lowes adds digital offers to its loyalty card (18 Aug 2009)
The US-based digital promotions settlement provider Inmar has been contracted by InstaSave, the digital marketing firm working with Lowe's Food Stores, to allow Lowes Foods Rewards loyalty programme members to download digital offers to their loyalty card, ready to be redeemed electronically at ...
... read more
BRIEFING: UK consumers offered Air Miles for old phones (17 Aug 2009)
In the UK, the Air Miles loyalty programme has launched a mobile phone recycling scheme that allows members to collect reward miles by disposing of their mobile phones in an eco-friendly way. The average British consumer replaces or upgrades their mobile phone every 18 months, and recent research ...
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BRIEFING: Canada's Highway 407 offers new rewards (14 Aug 2009)
On 1st August 2009, Canada's Highway 407 ETR launched the sixth phase of its loyalty programme, ETR Rewards . Every month, eligible customers can save up to Can$0.09 per litre on the price they pay for fuel, and earn up to 140 free kilometres on Saturdays and Sundays. Since 2007, ETR Rewards has ...
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BRIEFING: Vodafone unveils pay-as-you-go loyalty scheme (14 Aug 2009)
In the UK, the mobile phone service provider Vodafone has launched a new loyalty programme called 'Vodafone Bonus Bank Rewards' for its pay-as-you-go (prepaid) customers. Every time a prepaid customer tops up their airtime, Vodafone rewards them by giving them 10% back. For example, when a ...
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NEWS: Building loyalty in unconventional markets (13 Aug 2009)
There are no less than nine key techniques for successful customer retention in unconventional marketplaces, according to a new white paper published by Allegiance.
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BRIEFING: JetBlue revamps TrueBlue loyalty scheme (13 Aug 2009)
JetBlue Airways has announced the forthcoming revamp of its frequent flyer programme, TrueBlue. The new programme is expected to launch on 28th September 2009, and is expected to make TrueBlue a more rewarding, more flexible, and more valuable programme for the airline's passengers, whether they ...
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BRIEFING: Priority Club banks on members' best ideas (13 Aug 2009)
InterContinental Hotels has appointed Goldstein Communications to help increase recognition of its 43 million Priority Club Rewards frequent guest programme members by syndicating members' travel experiences and expertise. Member-generated content will be shared with selected media outlets and ...
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NEWS: Four CPG strategies to maintain brand loyalty (12 Aug 2009)
In 2008 the average brand lost one-third of its highly loyal customers, according to the recent 'Losing Loyalty' study conducted by the CMO Council and Catalina Marketing's Pointer Media Network.
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BRIEFING: Sears & Craftsman introduce loyalty scheme (12 Aug 2009)
In the US, Sears and tool maker Craftsman have announced the new Craftsman Club Rewards loyalty programme for new and existing Craftsman Club members. The programme allows members to earn points for every dollar spent on Craftsman branded tools, lawn and garden equipment, apparel and shoes ...
... read more
BRIEFING: Auto-repairer joins Aeroplan & Futura Rewards (12 Aug 2009)
In Canada, the Futura Loyalty Group has signed a multi-year agreement with Active Green+Ross (a 75-location automotive repair business) to join both the Aeroplan and Futura Rewards coalition loyalty programmes. Since forging its partnership with Aeroplan, Futura has signed contracts with more than ...
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NEWS: Four key factors for channel partner loyalty (10 Aug 2009)
Loyalty marketing agency ICLP has published a new white paper that aims to help technology vendors identify areas in which relationships with their channel partners can be made more profitable.
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BRIEFING: Fly Buys unveils real-time, paperless rewards (10 Aug 2009)
In New Zealand, the Fly Buys loyalty programme has begun using new paperless redemption technology to offer members the option to collect rewards in real time. According to Andy Symons, chief executive for the programme's operator, Loyalty New Zealand, "Once members reach their target and choose ...
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BRIEFING: Brand names important to consumers in downturn (7 Aug 2009)
The three key factors shoppers use in selecting a product are overall quality, price and trust, according to an IRI report entitled 'Price Promotion & Merchandising: The Reinvention of CPG Marketing' . While brand name is still a consideration, it's only important to about one-quarter of ...
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NEWS: Participation in travel loyalty schemes drops 31% (6 Aug 2009)
Travel industry loyalty marketing and rewards programmes have seen a 31.2% decline in active participation since 2007, according to Colloquy's research into US consumer attitudes and perceptions in the recession economy.
... read more
BRIEFING: Just Energy extends TruCash rewards to Ontario (6 Aug 2009)
North American energy retailer, Just Energy, and loyalty provider, DCR Strategies, have signed up to provide Just Energy's Ontario-based residential customers with a new Just Energy Prepaid MasterCard, or TruCa$h card. Customers will be eligible for exclusive offers and will earn rewards points ...
... read more
NEWS: How retail promotions can build more loyalty (5 Aug 2009)
The combination of a strong strategic focus built upon a sound platform made up of the right categories, brand, and products is what leads to successful retail promotional campaigns, according to a white paper from strategic consulting firm LEK Consulting.
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BRIEFING: Pet retailer joins Aeroplan and Futura Rewards (5 Aug 2009)
The Futura Loyalty Group and PJ's Pets/Pets Unlimited have signed a multi-year agreement to launch both Aeroplan Miles and Futura Rewards at their combined 37 retail locations across Canada this autumn. Since launching its partnership with Aeroplan, Futura has signed contracts with over a hundred ...
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NEWS: How to strengthen customer relationships in a crisis (4 Aug 2009)
While conventional wisdom suggests that bad news from a brand - whether poor financials or cuts in staff or services - will damage customer relationships and cause distrust among consumers, the latest 'Simplicity Survey' from strategic branding firm Siegel+Gale has found that delivering bad news is actually a marketing opportunity.
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BRIEFING: MoneyGram launches rewards scheme in Canada (4 Aug 2009)
MoneyGram is to introduce its MoneyGram Rewards customer loyalty programme in Canada this autumn, offering members fee discounts, 'receive' notices, and fast and convenient form-free money transfers. MoneyGram Rewards was introduced in the US in 2008, where members enjoy the benefits of a ...
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BRIEFING: Fly Buys operator extends customer insight (3 Aug 2009)
Loyalty New Zealand, which manages Fly Buys, is introducing SAS analytics tools to help it generate more accurate predictive and descriptive modelling of consumer spending for the 42 brands that participate in the programme. Head of Fly Buys, Lance Walker, says the greater ability to manipulate ...
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NEWS: Bank customer loyalty still tied to service (31 Jul 2009)
Many companies are struggling to weather the turbulent economy and global recession, with financial institutions finding themselves especially challenged in the current environment, according to a survey by relationship management firm Convergys.
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BRIEFING: Nectar extends IT contract with Savvis (31 Jul 2009)
The operator of the UK-based coalition loyalty programme, Nectar, has extended its contract agreement with Savvis, an outsourcing provider of managed computing and network infrastructure, to manage the IT infrastructure that supports the business-critical applications of the Nectar programme ...
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NEWS: Can airline loyalty schemes really generate income? (30 Jul 2009)
As airlines increasingly face new business and market challenges, there is a growing temptation for them to bolster their financial statements by selling off portions of their operations, according to a white paper from Carlson Marketing.
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NEWS: Travel loyalty to depend on lifestyle bundles? (29 Jul 2009)
More than half of frequent travellers surveyed by Collinson Latitude said they would be happy to buy travel and lifestyle related products and services as a bundled package from a trusted travel brand in addition to their core travel requirements.
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BRIEFING: BMO doubles Air Miles on new MasterCard (29 Jul 2009)
In Canada, BMO MasterCard is to go head to head with American Express and other no-fee credit cards. As part of an ongoing strategy to win a greater share of Canadian Air Miles collectors' loyalty, BMO is introducing a new no-fee BMO Air Miles MasterCard credit card. At the same time, BMO has ...
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BRIEFING: Doc Popcorn launches mobile loyalty scheme (28 Jul 2009)
In the US, Doc Popcorn has launched a new mobile "Pop' 'In" loyalty rewards card programme in conjunction with loyalty marketing firm Mocapay, starting with the Cherry Creek Mall location in Denver, Colorado. The mobile 'Pop' 'In' programme is intended to open up a whole new customer acquisition ...
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NEWS: Strengths of merchant-funded rewards explained (27 Jul 2009)
The next few months and years are likely to be characterised in marketing history as being innovative times. This is a time in which new marketing strategies are urgently needed to engage and retain customers, according to a white paper by Colloquy and Mall Networks.
... read more
NEWS: Hotels.com counters loyalty scheme shortcomings (23 Jul 2009)
Most American consumers are continuing to spend cautiously while looking for increasing value for money in every purchase they make, according to a survey from Hotels.com, which found that many loyalty and rewards programmes are now failing to provide the value that consumers expect.
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BRIEFING: Barclays India launches multi-channel loyalty scheme (23 Jul 2009)
Barclays Bank in India has adopted the loyalty management system from ElectraCard Services, a subsidiary of Opus Software Solutions, to offer the bank's customers various loyalty reward programmes across multiple banking channels. The system allows Barclays to link differential reward programmes ...
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BRIEFING: Aeroplan runs U2-themed loyalty promotion (21 Jul 2009)
In Canada, Aeroplan has launched a U2-related music promotion, in which programme members using the web-based Aeroplan Music Store have a chance to win tickets to see U2 live in concert (in new York City), plus 50,000 miles toward their flights, two free nights at the W New York , and a complete ...
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NEWS: 7 key principles lead to highly loyal customers (20 Jul 2009)
Business leaders are placing more importance on customer experience management during the global economic downturn, according to research by feedback management firm Vovici and customer experience consultancy CGA, which identified seven key principles for creating highly loyalty customers.
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BRIEFING: Hilton offers progressive bonus points (20 Jul 2009)
Hilton HHonors is offering its members a progressive bonus points promotion. By registering online for the 'Stay 5, Earn 10,000' loyalty points promotion, and then staying at participating hotels between 15th July and 30th September 2009, members can earn 500 bonus points during their first summer ...
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BRIEFING: Multiplus Fidelidade adopts Oracle platform (17 Jul 2009)
Multiplus Fidelidade, TAM's new loyalty business unit, and Oracle have signed a contract to implement a technology platform using the Oracle Siebel Call Centre and Oracle Siebel CRM Loyalty solutions, which will link the loyalty programmes of partners in diverse industries, from an airline to ...
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BRIEFING: Older workers key to older customer loyalty (17 Jul 2009)
Companies which make special efforts to retain and nurture older employees will be more likely to retain the loyalty of older consumers, according to a study by human resources advisor, Chris Roebuck. The study found that there is evidence to suggest that older workers deliver a better service for ...
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NEWS: Retail loyalty driven by 'wow factor', study finds (16 Jul 2009)
More than half of all consumers have experienced so-called 'Wow factor' shopping experiences, according to a study by a study examining the loyalty dynamics of outstanding shopping interactions by Verde Group, the Retail Council of Canada, and the Jay H. Baker Retail Initiative at the Wharton School.
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BRIEFING: Western Union's loyalty goes prepaid (16 Jul 2009)
Western Union has recently announced plans to enhance The Western Union Gold Card , the company's global customer loyalty programme, by adding a reloadable Visa prepaid card. Western Union will selectively offer the programme starting in July 2009, targeting some 8 million Western Union Gold Card ...
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BRIEFING: Wyndham Rewards partners with PayBack (15 Jul 2009)
The Wyndham Rewards frequent guest loyalty programme has launched a "stay twice and earn a free night" promotion for its members in the Europe, the Middle East, Africa and Asia Pacific. The programme has also the German loyalty programme, PayBack , to its network of partners. Until 30th ...
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NEWS: Celebrity Cruises relaunches the Captain's Club (14 Jul 2009)
Celebrity Cruises' multi-tiered customer loyalty programme, the Captain's Club, has been redesigned and relaunched following a series of member-inspired improvements.
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NEWS: New brand switching trends for the recession (13 Jul 2009)
Thanks to the recession, many consumers have already abandoned their favourite national brands when it comes to food, household goods, health products, and personal care, according to Epsilon's targeted marketing arm ICOM, which also noted that child care and pet related brands appear largely immune to this trend.
... read more
BRIEFING: Ford renews Nectar partnership (13 Jul 2009)
In the UK, Ford has extended its multi-year partnership contract with the popular coalition loyalty programme, Nectar. The car manufacturer's dealer network joined the Nectar programme in 2003 and remains the only car manufacturer to offer customers the opportunity to collect Nectar points. Ford ...
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BRIEFING: FlyBuys loyalty points largely spent on bills (10 Jul 2009)
The global financial crisis is prompting more and more Australians to use their loyalty points for shopping vouchers and credit card payments, according to FlyBuys ' general manager, Phil Hawkins, who reported that these redemptions had reached an all-time high of 82% from January through to May ...
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NEWS: Loyalty scheme participation jumps nearly 20% (9 Jul 2009)
Despite the recession, US consumer participation in loyalty rewards programmes is on the increase across all demographic segments, according to the latest research from Colloquy, which noted a 19% growth in loyalty scheme participation since the previous study in 2007.
... read more
BRIEFING: Consumers bank on loyalty points for holidays (8 Jul 2009)
Following similar research in the UK by Air Miles, 20% of US consumers surveyed for the Wyndham Rewards loyalty programme said they would be unable to take their next holiday without using loyalty points or miles, suggesting that the current economic climate has increased the importance of ...
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NEWS: FFPs to spread from airlines to airports? (7 Jul 2009)
Frequent flyer programmes (FFPs) have traditionally been the terrain of airlines rather than airports, despite the fact that an airline can't function without an airport, but this situation could be set to change as airports demand greater recogition of their role in passenger management and retention, according to Shaju Nair, director of global CRM and loyalty for software firm IBS.
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BRIEFING: Air Miles reporting uplift thanks to recession (7 Jul 2009)
The recession is leading more and more British consumers to collect points and miles with various frequent flyer and travel loyalty schemes, and then cash them in to continue travelling, according to research from The Mileage Company, which operates the Air Miles programme in the UK. The survey ...
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NEWS: Aeroplan to launch Italian loyalty coalition (6 Jul 2009)
Groupe Aeroplan has announced that it is to launch a coalition loyalty programme in Italy, modeled on the already successful Nectar programme in the UK.
... read more
BRIEFING: Continental Airlines joins the Points Exchange (6 Jul 2009)
Points International, owner and operator of the Points.com reward programme management web site, has added Continental Airlines' OnePass frequent flyer programme to its Global Points Exchange (GPX). Members of the programme are now able to establish exchange rates and trade miles between ...
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NEWS: Case study: Customer-centric loyalty marketing (2 Jul 2009)
One of the main challenges behind the continuing succession of improvements demanded by a multi-partner loyalty programme, regardless of industry, is the vast amount of proprietary data shared by the programme's sponsors. Our contributing editor, Bill Hanifin, explains how Zions Cash Rewards rose to the challenge, at the same time achieving true customer-centric loyalty marketing.
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BRIEFING: Best Western Rewards offers free hotel stays (2 Jul 2009)
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 ...
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NEWS: Air Miles Canada sets up online community (1 Jul 2009)
In Canada, the Air Miles Reward Programme has launched a new online community for its loyalty programme members, in conjunction with social media marketing software firm Awareness Inc.
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BRIEFING: Compass launches corporate cafe loyalty scheme (1 Jul 2009)
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 ...
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NEWS: Relationships rule the wireless roost, study finds (30 Jun 2009)
Building and strengthening customer relationships is the key to greater success for wireless service providers, according to the latest Relationship Builder research from Carlson Marketing and Peppers & Rogers Group.
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NEWS: Retailers at risk from the 'anonymous customer' (29 Jun 2009)
Retailers without means to consistently identify shoppers and link them with their transactions will become increasingly disadvantaged, regularly underperforming compared to their peers and being penalised in the financial markets, according to a paper by Hawkins Strategic.
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BRIEFING: TAM creates a network of loyalty schemes (29 Jun 2009)
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 ...
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NEWS: E-printable coupons help reduce sales fatigue (26 Jun 2009)
Marketers using printable coupons and vouchers solely for discounting may be missing a profitable opportunity to grow their market share during the recession, according to Oliver Felstead, European general manager for online coupon provider Couponstar.
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BRIEFING: Ikea rolls out instore self service kiosks for loyalty programme (25 Jun 2009)
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 ...
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NEWS: Expedia offers Nectar point redemptions (23 Jun 2009)
In the UK, travel company Expedia has announced that it intends to build upon its partnership with the Nectar coalition loyalty programme by offering its customers the chance to redeem Nectar points for online holiday bookings.
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BRIEFING: MoneyGram Rewards go to Europe & Canada (23 Jun 2009)
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 ...
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NEWS: Loyalty schemes critical to recession survival (18 Jun 2009)
As a result of the recession, many marketing budgets have already been greatly reduced. As a result, is has become critically important to use marketing budgets more wisely than ever before, according to Andy Wood, managing director for GI Insight.
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BRIEFING: Fly Buys signs two new points partners (18 Jun 2009)
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 ...
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NEWS: US retailers top loyalty scheme member count (17 Jun 2009)
The US retail sector, led in particular by specialty retailers, crocers, mass merchants and department stores, now accounts for the largest proportion of loyalty programme memberships, according to the 2009 Colloquy Loyalty Census.
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NEWS: New channels aid loyal customer dialogue (16 Jun 2009)
The recent Loyalty Expo 2009 conference in Florida saw nearly 400 delegates gather to share ideas and innovations, with the overall informal theme being the discussion of new channels of communication that have recently become available to loyalty programme sponsors, and ways of fostering more meaningful dialogue with programme members, according to our US contributing editor Bill Hanifin.
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NEWS: Paper cites nine ways to retain customers (15 Jun 2009)
A new white paper from Allegiance provides details of nine key ways in which marketers can better retain their customers in a marketplace that does not follow traditional rules.
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BRIEFING: ICF World Homes to offer TruCash Rewards (12 Jun 2009)
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 ...
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NEWS: Brands missing loyal connection with e-mail (11 Jun 2009)
Many brands are failing to optimise their existing customer relationships by not conducting any form of e-mail marketing, despite the fact that 69% of consumers are willing to provide their e-mail address if asked, according to research from e-mail marketing services provider e-Dialog.
... read more
BRIEFING: Food Lion rewards loyalty with coupons (10 Jun 2009)
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 ...
... read more
NEWS: Study identifies 'recession bounce-back' consumers (9 Jun 2009)
In the UK, the ongoing recession is threatening 'brand monogamy', with nearly two-thirds of consumers saying they are less brand-loyal than before, and more than 40% feeling that companies aren't being fair to their customer, according to the latest Insight Report from Experian.
... read more
NEWS: Stick-on RFID drives mobile rewards platform (8 Jun 2009)
US-based mobile loyalty solutions provider Tetherball has launched a new RFID-based mobile marketing platform that aims to help revolutionise marketing through the mobile channel, with Dairy Queen Mobile Rewards already being based on the technology.
... read more
BRIEFING: Flagstar Bank launches new loyalty scheme (8 Jun 2009)
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 ...
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NEWS: Advanced retail comes alive at Green Hills (5 Jun 2009)
In the US, Relevance Partners and The Center for Advanced Retail Technology at Green Hills have launched their new 'Relevance Suite' shopper loyalty software platform, providing customised targeted marketing that is integrated with all retail touchpoints.
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NEWS: South Africans also seeking greater retail value (4 Jun 2009)
Seeking value for money has become a top priority for South African consumers, who are likely to remain under considerable financial strain for some time to come, according to Lezanne Human, CEO for the country's popular coalition loyalty programme, eBucks.
... read more
BRIEFING: Carlson Hotels offers '1,000 points, 1,000 hotels' (4 Jun 2009)
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 ...
... read more
NEWS: Americans happier with imported vehicle brands (3 Jun 2009)
In the US, domestic automakers have been subject to a lot of bad press recently, according to Harris Interactive, which surveyed consumers' attitudes toward vehicle brands and found that automakers which consistently take care of their customers and give them a reason to trust their brands are most likely to maintain strong satisfaction and loyalty.
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BRIEFING: SeaMiles reports 24% increase in revenue (3 Jun 2009)
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$456,893 compared to a ...
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NEWS: Canada's most trusted brands for 2009 (2 Jun 2009)
In a consumer world where brand choice often comes down to the element of personal trust, Reader's Digest magazine commissioned Harris/Decima to conduct a survey of Canadian consumers, revealing the country's most trusted consumer brands.
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BRIEFING: GolfingCard members get rewards via cellphones (2 Jun 2009)
EDataNetworks has recently launched its mobile module, integrated with the backbone technology of its existing loyalty and cause-related marketing systems. The launch of the mobile module began with the company's golfing rewards programme, GolfingCard . The new module helps GolfingCard members to ...
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BRIEFING: Hilton HHonors announces summer rewards (29 May 2009)
Hilton HHonors, the frequent guest loyalty programme of the Hilton Family of Hotels, has put into place several summer promotions. First, members can earn 10,000 Hilton HHonors bonus points for completing a minimum three-night stay at any Conrad Hotel & Resort or any Waldorf Astoria Collection ...
... read more
BRIEFING: US travel agents offered TruCash reward platform (29 May 2009)
The TruCa$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 ...
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NEWS: Loyalty moving from marketing to engagement (28 May 2009)
The Word of Mouth Marketing Association's conference in Florida earlier this month provided some surprising insights, according to contributing editor Bill Hanifin of Hanifin Loyalty, who notes that the loyalty business is desperately re-engineering itself as programme sponsors look for innovations to freshen up their programmes.
... read more
NEWS: i-Mint grows as coalition loyalty gains popularity (27 May 2009)
The customer loyalty space in India - one of the world's major developing markets - is packed with successful single-operator loyalty programmes such as Shopper's Stop, Reliance, Tata, but the coalition model is beginning to increase in popularity thanks to its cost-sharing model, according to coalition loyalty operator i-Mint.
... read more
BRIEFING: GuestBridge unveils new guest loyalty platform (27 May 2009)
GuestBridge has unveiled the new GuestBridge Guest Loyalty Program , an online frequent diner programme that comes bundled at no extra charge with the company's Online Module . GuestBridge users running either GuestBridge Casual or GuestBridge Reserve can choose to add the optional GuestBridge ...
... read more
BRIEFING: Givex unveils new touch-screen loyalty kiosk (27 May 2009)
Givex, a provider of closed-loop card technologies, has launched its latest product - a standalone touchscreen terminal that loyalty programme operators can deploy to help customers manage their loyalty cards and accounts. Givex processes the transactions in real-time so that cardholders always ...
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BRIEFING: PayBack Plus relaunching with new benefits (25 May 2009)
In Germany, WestLB already has a close relationship with the Sparkasse banks and has also been a partner in the Payback programme for three years, operating the Payback Plus debit card. In Q4 2009, the debit card will be relaunched as a free Maestro card with a payment function as well as a ...
... read more
BRIEFING: Curves to offer FlyBuys points for memberships (25 May 2009)
The Australian loyalty programme, FlyBuys, has partnered with female fitness franchise, Curves, to offer women a greater incentive to get fit. Through the partnership, FlyBuys members can earn 2,500 bonus points (until 18th November 2009) when they sign up for a 12-month direct debit programme at ...
... read more
NEWS: New NPS benchmarks for cross-cultural B2B (22 May 2009)
The Net Promoter and customer experience programme provider Satmetrix has published the '2008 B2B Cross-Cultural Net Promoter Benchmarks' report for the EMEA region, compiled from a global database of web-based customer relationship surveys from 28 B2B companies in the computer hardware, software, consulting, telecoms and manufacturing industries.
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NEWS: Italy gets new payment card-based loyalty platform (20 May 2009)
International Promotion Marketing (IPM) and Welcome Real-time have signed a new partnership agreement to co-launch a range of payment card-based loyalty offerings in Italy.
... read more
BRIEFING: PureHMV loyalty scheme launces in UK (19 May 2009)
In the UK, HMV has been working closely with Clarity Commerce to launch a new scheme aimed at rewarding its core customers. The PureHMV programme allows customers to earn points both in-store and online, which can then be redeemed for rewards such as VIP tickets to film premieres, gigs and music ...
... read more
BRIEFING: Double miles awarded for Alaska Airlines flights (18 May 2009)
Alaska Airlines has announced that members of its Mileage Plan frequent flyer loyalty programme can now earn double miles on Alaska Airlines and Horizon Air flights from until 30th June 2009. The double miles will also count toward status in the airlines' MVP and MVP Gold elite-level programmes ...
... read more
NEWS: 90% of best-in-class retailers have loyalty schemes (15 May 2009)
Best-in-class companies are 90% more likely than the industry average to operate loyalty card programmes, according to a research report by Aberdeen Group, sponsored by loyalty marketing firm Access Development.
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BRIEFING: Personalised online experiences drive loyalty (15 May 2009)
The search applications provider Endeca Technologies has published the results of a survey of more than 150 business-to-business (B2B) and business-to-consumer (B2C) e-commerce executives. The results suggest that businesses can attract more customers and boost profits over the coming twelve ...
... read more
BRIEFING: Stop & Shop and Giant step up couponing (14 May 2009)
The US-based Stop & Shop Supermarket Company has started using the Modiv Shopper personal shopping system in 250 of its Stop & Shop and Giant Food stores. Branded as 'Scan It!' , the system is driven by Motorola's MC17 mobile computers and uses the shopper's loyalty card to ...
... read more
NEWS: Brand loyalty now more important for teens (12 May 2009)
A study of teen and young adult consumers (aged 13 to 21) has found that consumer behavior among females in this age group has shifted more than that of males during the economic recession, according to the CRM and behavioral marketing agency Euro RSCG Discovery.
... read more
NEWS: Tesco announces details of £150m Clubcard relaunch (11 May 2009)
Full details of the relaunch of the UK-based Tesco Clubcard loyalty programme have been announced, including £150 million worth of investment that is expected to entice at least one million more customers to join the programme.
... read more
BRIEFING: Soft drink bottle caps become loyalty tokens (11 May 2009)
Drinkers of Jarritos soft drinks in the US are being given the opportunity to turn in their bottle caps for prizes ranging from music downloads to HDTVs, through a new loyalty rewards promotion called Club Jarritos . Club Jarritos begins this month as a points-under-the-cap promotion through the ...
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NEWS: Marketers take customer community opportunity (8 May 2009)
Companies are increasingly using social media as part of their corporate marketing and product development strategies, according to a white paper from Sector Intelligence and online brand community provider Passenger.
... read more
NEWS: India promises a fast-developing loyalty market (6 May 2009)
The Indian Loyalty market is in its nascent stages, with most companies and consumers only just beginning to learn about the benefits of customer loyalty cards and programmes, according to Shaju Nair, director of global CRM and loyalty for IBS Software.
... read more
NEWS: Retail 3.0: what it is, and what it means to loyalty (5 May 2009)
What is 'Retail 3.0'? Is it just another marketing buzzword, or does it represent a real step forward in retail marketing and enterprise-wide growth strategy? According to Gary Hawkins of Hawkins Strategic, it's not just another buzzword, and it has some very real benefits as well as organisational implications.
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NEWS: Starbucks Mexico launches m-coupon loyalty scheme (4 May 2009)
The mobile technology firm Codilink has launched a new solution allowing companies to offer loyalty programmes to their customers using multiple interactive channels, including SMS mobile couponing, coupons by mail, or cut-out coupons in printed media.
... read more
BRIEFING: Mileage Plan takes top spot in 2009 Freddie Awards (4 May 2009)
The annual Freddie Awards represent excellence in frequent traveller rewards programmes and rate the best frequent flyer and frequent guest loyalty programmes in eight categories (Programme of the Year, Best Award, Best Bonus Promotion, Best Member Communications, Best Web Site, Best Award ...
... read more
NEWS: How small businesses can gain from loyalty schemes (1 May 2009)
We are inclined to think that businesses run loyalty programmes and customers belong to them. But many businesses, particularly SMEs, also belong to supplier-run programmes. How can they maximise benefits in the downturn?
... read more
BRIEFING: New brands join Vesdia's reward network (30 Apr 2009)
Vesdia Corporation has added several new brands to its merchant portfolio, including: Avis Rent-A-Car, Ballard Designs, Budget Rent-A-Car, Sally Beauty Supply, and Vinesse Wine Clubs. The brands have partnered with Vesdia to participate in loyalty programmes that Vesdia administers for Citibank ...
... read more
NEWS: What's the current state of card-based loyalty? (29 Apr 2009)
The 21st Annual Card Forum and Expo has recently been held in Florida and, while the banking and card markets in the US might be reeling, the quality of presentations and attendees was superb.
... read more
BRIEFING: Auction-based loyalty scheme for movie-goers (29 Apr 2009)
The Red Carpet Rewards Club rewards its 11 million-plus registered users with points each time they purchase tickets at MovieTickets.com. Users can then bid points on three tiers of prizes during monthly auctions. Prizes refresh each month and include from movie ticket packages and memorabilia to ...
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BRIEFING: LoyaltyMatch launches SaaS rewards platform (29 Apr 2009)
LoyaltyMatch has launched LoyaltyMatch OnDemand, a Software-as-a-Service (SaaS) platform for developing web based customer loyalty programmes. The platform offers features that enable customisation, easier integration and excellent end-user experience. LoyaltyMatch OnDemand has no up-front fees: ...
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NEWS: Virgin Blue launches affiliate reward platform (28 Apr 2009)
Collinson Latitude, with ICLP, has launched a new affiliate reward platform called the 'ShopAndEarn Store' for Velocity Rewards, Virgin Blue's frequent flyer loyalty programme.
... read more
NEWS: Sizing the US loyalty market: the 2009 census (27 Apr 2009)
For the first time on record, US credit card reward programme members outnumber airline frequent flyers, according to Colloquy's '2009 US Loyalty Marketing Census'.
... read more
BRIEFING: Tesco to relaunch its Clubcard loyalty scheme (27 Apr 2009)
The UK supermarket chain Tesco has announced the relaunch of its Clubcard loyalty programme in a bid to maintain its leading market share. According to a press comment by chief executive Sir Terry Leahy, "In the current year we expect to trade the business harder to give what help we can to ...
... read more
NEWS: Loyalty schemes likely to breed 'WOM champions' (23 Apr 2009)
Prestige and personal gain are the two main factors that motivate Canadian consumers to become word-of-mouth (WOM) champions for their favourite brands, according to research from Colloquy.
... read more
BRIEFING: US Airways extends Jumpstart loyalty promotion (23 Apr 2009)
US Airways is extending its popular 'Jumpstart with Double Miles' promotion giving members of its frequent flyer programme, Dividend Miles, more opportunities to earn double miles and Preferred status. From now until the end of April, members who book and complete their travel will earn double ...
... read more
NEWS: Air Miles & BA launch loyalty management unit (22 Apr 2009)
In the UK, the Air Miles loyalty programme which specialises in the travel and leisure sector, has announced the launch of a new business unit, The Mileage Company, which will help companies to develop and manage new or existing loyalty programmes.
... read more
NEWS: Air Miles Canada launches greener rewards (20 Apr 2009)
The majority of Canadians (94%) feel it is important that they should help the environment by choosing greener products, according to a poll conducted by Environics Research for the Air Miles reward programme.
... read more
BRIEFING: Hilton offers extra rewards for Spring (20 Apr 2009)
Hilton HHonors, the loyalty programme of the Hilton Family of hotels, has announced its latest global promotion. This spring, members can earn 1,000 bonus points in addition to their usual Points & Miles earnings when they stay at any of the more than 2,800 participating Hilton Family hotels. To ...
... read more
BRIEFING: Social media & personalisation becoming critical (17 Apr 2009)
A personalised web browsing experience and social media features may be vital to attracting and retaining online visitors in the B2C marketplace, according to research from Vignette, which found that 44% of online consumers cited "interaction through forums, peer recommendations and community ...
... read more
NEWS: E-retailers need to 'fight smarter' for customer loyalty (16 Apr 2009)
Online retailers will have to fight a lot harder and communicate with consumers in increasingly smarter ways if they are to differentiate themselves from their competitors, encourage customer loyalty, and increase repeat purchases, according to a research report by Verdict Research, commissioned by Hybris.
... read more
BRIEFING: Consumer Contact becomes Net Promoter partner (16 Apr 2009)
In Canada, Consumer Contact has signed an agreement to become a Net Promoter Loyalty Partner, enabling the company to provide its clients with Net Promoter measurement and tracking metrics. Net Promoter was co-developed by business author Fred Reichheld, management consultancy Bain & Company, and ...
... read more
NEWS: NPS reveals new focus on customer retention (15 Apr 2009)
Satmetrix has published its '2009 Net Promoter Score' (NPS) rankings for the financial services, telecommunications, technology and online services industries, naming today's leaders including Adobe, Amazon, Apple, AT&T, Charles Schwab, Google and Verizon.
... read more
BRIEFING: GolfingCard rewards scheme for 2009 unveiled (14 Apr 2009)
EDataNetworks has announced the launch of the GolfingCard rewards programme for the 2009 season - a programme offered to golf courses and their sponsors in the form of a software-as-a-service (SaaS) loyalty platform. GolfingCard.com is free for golfers to join, and rewards members for loyalty to ...
... read more
NEWS: Top retail customer loyalty pressures revealed (13 Apr 2009)
Two-thirds (65%) of retailers currently lack fully automated loyalty tools at the point-of-sale, and both card and non-card loyalty programmes need to be simplified for retail employees, according to a survey of 165 retailers by Aberdeen Group.
... read more
BRIEFING: Engine trouble damages loyalty to car brands (13 Apr 2009)
The frequency and severity of component replacement in cars has a particularly strong impact on customer loyalty intentions in the US, according to the '2009 Vehicle Dependability Study' by J.D. Power and Associates. Component areas for which the impact is greatest include engine and transmission ...
... read more
BRIEFING: Vivotech & Eagle Eye launch NFC vouchers (10 Apr 2009)
ViVOtech, a provider of contactless mobile phone payments systems, has partnered with mobile voucher provider Eagle Eye Solutions, to provide a consolidated mobile vouchering solution for retailers. The resulting technology platform allows retailers to issue mobile promotional, gift, and loyalty ...
... read more
NEWS: Customer data is more than just a marketing tool (9 Apr 2009)
Many companies are unintentionally delaying the benefit they could achieve through better use and understanding of their customer and loyalty programme data, simply because they are too focused on the marketing-related benefits of their programmes, according to customer insight experts at Beyond Analysis.
... read more
NEWS: Online bill payment boosts loyalty & profitability (8 Apr 2009)
Consumers who pay their bills online are more profitable and loyal to their financial institution thanks to their use of online bill payment services, according to a study sponsored by financial services technology firm Fiserv.
... read more
NEWS: Consumers now more likely to use online coupons (7 Apr 2009)
AOL's advertising arm, Platform-A, reports that its business intelligence unit as partnered with IRI to study the latest trends in consumer couponing, and has found that American families are extremely value-focused and eager to stretch their buying power, while newspaper circulation - and thus the traditional vehicle for coupons - is now in steep decline.
... read more
BRIEFING: Conde Nast revamps e-shopping rewards (7 Apr 2009)
Conde Nast and Mall Networks have launched an enhanced loyalty programme for Conde Nast's Lucky Rewards online shopping web site. The Lucky Rewards programme has been expanded so that subscribers to the Lucky magazine can earn up to 25% cash-back for their purchases, as well as taking advantage ...
... read more
NEWS: Three key marketing strategies for the recession (6 Apr 2009)
In Belgium, The House of Marketing's sixth annual marketing survey has found that half of the country's marketers are facing both customer loyalty and value challenges now that price-sensitive consumers are postponing many purchases, while 56% have faced budget reductions in 2008 and many more expect further cuts in 2009.
... read more
NEWS: Fly Buys to reward farmers for business loyalty (2 Apr 2009)
New Zealand's farmers are to be rewarded for their combined business and household spending in a single loyalty programme as three of their big ticket items - tractors and heavy machinery, their maintenance, and fertiliser - are added to the popular Fly Buys programme.
... read more
NEWS: Cashback more popular than miles or rebates (1 Apr 2009)
There is a marked increase in consumers choosing cash-back rewards for their credit and debit card usage, compared to traditionally favoured loyalty points, airline miles or rebate programmes, according to the recently published TNS Consumer Credit Card Programme Study.
... read more
BRIEFING: Frequent travellers value points more during downturn (1 Apr 2009)
Loylogic has recently canvassed the opinions of more than 4,000 members from over 60 loyalty programmes and has found that, in the current downturn, miles and points are perceived as more valuable to programme members. Two in three (66%) confirm this, while 24% would find them more valuable if ...
... read more
NEWS: The time has come to rethink loyalty strategies (30 Mar 2009)
Many businesses may need to urgently rethink their approach to keeping customers loyal as the impact of the recession deepens, according to research by The Logic Group which found that, although 52% of UK consumers say they are members of a loyalty scheme, there are still significant opportunities to develop greater loyalty.
... read more
NEWS: Brands expected to help customers 'find the value' (27 Mar 2009)
The contribution that the overall perception of value makes to customer engagement, loyalty, and profitability has increased in significance in the price-value formula that consumers apply (even if it's subconsciously) to decide which brands to buy, according to the latest Brand Keys Customer Loyalty Engagement Index (CLEI).
... read more
NEWS: A busy time for Nectar: changes all round (25 Mar 2009)
The UK-based coalition loyalty programme, Nectar, has announced a number of changes that will help the programme to expand, increase its portfolio of services, and serve more consumers.
... read more
BRIEFING: Maritz and Accor Services team up in Europe (25 Mar 2009)
The loyalty marketing firm Maritz has entered into a strategic partnership with Accor Services to provide marketing and incentive services to clients in Europe. The agreement means that Maritz will be providing its multi-national clients with motivation, learning, loyalty, recognition, events and ...
... read more
NEWS: Study finds word-of-mouth's impact on loyalty (24 Mar 2009)
In an unfavourable economic climate, companies must focus more than ever on superior customer experiences that retain customers and create positive word-of-mouth (WoM), according to the findings of a Net Promoter-based study into the B2C wireless market by Satmetrix.
... read more
BRIEFING: Shoppers Drug Mart launches rewards credit card (24 Mar 2009)
In Canada, Shoppers Drug Mart has launched a loyalty points-based credit card with MBNA Canada Bank, allowing cardholders to earn extra Shoppers Optimum Points . Customers can pick up application forms for the new PayPass-enabled Shoppers Optimum MasterCard at any branch of Shoppers Drug Mart ...
... read more
BRIEFING: Fly Buys launches musical loyalty redemptions (23 Mar 2009)
Music lovers in New Zealand can now download digital music using their Fly Buys loyalty points thanks to a partnership between Fly Buys and Sony Music. The new FlyBuysMusic.co.nz online music service offers legal music downloads to the programme's 2.2 million card holders and, according to Fly ...
... read more
NEWS: Permission-based email aids loyalty to CPGs (20 Mar 2009)
The receipt of permission-based email from a consumer packaged goods company positively influences consumers' offline purchasing decisions, enhances the company's reputation and generates loyalty to its brands, according to research from loyalty marketing firm Epsilon.
... read more
BRIEFING: Discontinued models damage car-buyer loyalty (20 Mar 2009)
According to a new report from R L Polk, vehicle makers that are considering brand or model termination as part of their restructuring plans must take into consideration the potential future business of affected customers. As part of the study, Polk analysed repurchase and defection rates of ...
... read more
NEWS: High-tech firms still don't know their customers (19 Mar 2009)
Providers of communications and high-tech products and services give away, on average, 28% of the technical service and support they deliver to business customers each year, simply because they lack insight into what customers are entitled to receive, according to research from Accenture.
... read more
BRIEFING: iPoints signs iammoving.com as latest partner (19 Mar 2009)
The UK-based online change-of-address and energy utility switching service provider, iammoving.com, has joined the iPoints online coalition loyalty programme, which will now act as iammoving.com's exclusive loyalty partner to help drive brand awareness by rewarding members with iPoints for energy ...
... read more
NEWS: Maritz unveils new POS rewards platform (17 Mar 2009)
Maritz and Welcome Real-Time have joined forces to launch a new point-of-sale (POS) rewards platform in the United States and Canada, aiming to help retailers increase both sales and customer visits by making it easier for customers to earn and claim rewards.
... read more
BRIEFING: PayBack identifies most at-risk consumer segments (17 Mar 2009)
A new service from German loyalty coalition PayBack , called the 'Payback Consumer Monitor', has been set up to identify stable and at-risk consumer sectors in times of economic crisis, based on online surveys among 2,500 of the programme's members. At regular intervals, the service provides ...
... read more
NEWS: Consumer values are key to brand loyalty (13 Mar 2009)
Brand loyalty is highly sought after by marketers because of the relationship between brand loyalty and repetitive buying behaviour that translates into larger market share, according to brand measurement firm TGI, which found that South African consumers are highly brand loyal while Egyptians tend to be less so.
... read more
NEWS: Being 'touchy feely' increases customer loyalty (12 Mar 2009)
If marketers want to earn the loyalty of their customers during the economic downturn, it may be time to become more 'touchy feely' by paying closer attention to their feelings, according to the second annual KiwiHost/JRA Customer Service Pulse study.
... read more
BRIEFING: Nortel adds channel partner loyalty incentives (12 Mar 2009)
Channel Partners working with Nortel EMEA can help boost their revenue potential and profits thanks to new incentive programmes, including channel loyalty rewards, competitive pricing initiatives, and marketing support for Unified Communications and Multimedia Applications equipment for both SMB ...
... read more
BRIEFING: Red Mango launches Club Mango loyalty scheme (11 Mar 2009)
Red Mango, a seller of non-fat frozen yogurt deserts, has announced the launch of a customer loyalty programme called Club Mango . Available to all customers at Red Mango locations throughout the US, Club Mango programme rewards members with Mango Points that can be redeemed for free Red Mango ...
... read more
NEWS: Permission-based e-mail boosts retail loyalty (10 Mar 2009)
The receipt of permission-based email makes shoppers more likely to do business with a particular retailer, as well as generating a more favourable opinion of the retailer and a stronger sense of loyalty to the brand, according to research from Epsilon.
... read more
NEWS: Four ways to lower the costs of a loyalty scheme (9 Mar 2009)
While there is still some debate among marketers about whether loyalty programmes are worth the money that is spent on them, there are lots of ways of running a completely cost-effective loyalty programme, according to Shaju Nair, director of global CRM and loyalty for software firm IBS.
... read more
NEWS: Financial services e-mail can improve brand loyalty (6 Mar 2009)
Financial services companies that send their customers permission-based e-mail messages tend to reap dividends in the form of enhanced credibility and brand loyalty, according to a study by Epsilon, which found that these campaigns can significantly influence both online and offline customer behaviour.
... read more
NEWS: How to recession-proof a loyalty programme (5 Mar 2009)
The world's major markets are entering a recession and customer loyalty programmes are under the microscope, largely because of their apparent ability to attract new customers and increase footfall, according to Shaju Nair, director of global CRM and loyalty for IBS.
... read more
NEWS: Tough times mean the customer is king once again (4 Mar 2009)
Now, more than ever, British SMEs are devoting time, money and effort to improving their customer relationships, although it is still evident that specific attention is needed in many areas to ensure that their investments are not wasted, according to the 'Customer Kings 2009' report published by Cisco.
... read more
BRIEFING: bmi adopts iFly for frequent flyer programme (4 Mar 2009)
London-based airline, bmi, has selected IBS's iFly Loyalty to manage its loyalty programmes (including Diamond Club, Highflyers and Company Rewards) for its passengers. The software will help bmi to administer various FFP and CRM functions, including campaign management, feedback management, fraud ...
... read more
BRIEFING: Auto dealer loyalty memberships reach 5m (3 Mar 2009)
US-based auto dealership rewards programme, MediaTrac, now has more than five million LoyaltyTrac Service Rewards programme members. Its membership base is equivalent to 40% of all the new vehicles sold in 2008. In times of stagnant vehicle sales growth, auto dealers are turning to new strategies ...
... read more
BRIEFING: Most FDs see loyalty as essential in a recession (2 Mar 2009)
A new report from GI Insight reveals that finance directors in British firms are strong supporters of loyalty schemes. Four out of five finance directors in the firms surveyed believe that companies with a loyalty scheme will come out of the current economic downturn with 'significant competitive ...
... read more
NEWS: Eco-consumerism not affected by poor economy (27 Feb 2009)
Despite the hard economy 34% of American consumers have said that they are more likely to buy environmentally responsible products today, and another 44% said that their environmental shopping habits have not changed as a result of the economy, according to the 2009 Cone Consumer Environmental Survey.
... read more
BRIEFING: Clubcard to give Tesco the financial services edge? (27 Feb 2009)
After making its financial services division fully independent, Tesco is progressing toward creating a stand-alone bank, offering current accounts, mortgages, and other financial products. According to a report from Datamonitor, it will be no surprise if Tesco captures market share from small ...
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NEWS: E-retail loyalty may depend on smarter testing (26 Feb 2009)
The addition of some simple testing and accountability to a retail web site can make a significant and positive difference to trading figures, according to James Murray of Interwoven.
... read more
BRIEFING: Brands test in-store digital marketing tools (26 Feb 2009)
Media company, Modiv Media, has teamed with Willard Bishop, the Dr Pepper Snapple Group and the Stop & Shop Supermarkets for a series of in-store marketing tests to measure the effectiveness of Modiv's digital media delivery solutions. Using in-store intercepts, interviews, surveys, and ...
... read more
NEWS: Membership Rewards keeps practicality in mind (25 Feb 2009)
American Express has announced that it is introducing several new options within its 'Membership Rewards' loyalty programme, offering more practical rewards for tough economic times, allowing cardmembers to save money while redeeming points for fuel cards, appliances, and gift cards at an expanded list of casual dining restaurants and a broader range of retailers.
... read more
BRIEFING: New loyalty platform aims to engage customers (25 Feb 2009)
Maritz Loyalty Marketing has launched LoyaltyHQ, a new management portal for operating all aspects of a customer loyalty programme. According to Maritz, clients using it can manage their programmes with increased speed, agility, control and cost performance. Core elements of the platform include: ...
... read more
BRIEFING: Talbots expands Classic Awards scheme (24 Feb 2009)
Specialty retailer Talbots has launched an expanded 'Classic Awards' customer loyalty programme, in which non-charge-based loyalty incentives have been included. The programme will now include three levels of participation, each of which will enable customers to earn points for every purchase made ...
... read more
BRIEFING: HHonors & Amex offer premium rewards card (17 Feb 2009)
American Express and the Hilton HHonors frequent guest loyalty programme have launched a new premium co-branded credit card for US-based consumers, called the Hilton HHonors Surpass Card from American Express . The companies have also announced various enhancements to the existing Hilton HHonors ...
... read more
NEWS: The future of customer loyalty: POS integration (16 Feb 2009)
Most retailers could be using more up-to-date customer loyalty and promotional platforms, both in-store and on the internet, according to Torex's Doug Hargrove who suggests sending offers by e-mail or SMS instead of printing coupons, or even going wireless to provide on-the-spot offers to customers in-store.
... read more
BRIEFING: Gold Points Plus members offered Spring bonus (16 Feb 2009)
Carlson Hotels is offering guests a "3 for 3" promotion, in which members of the Gold Points Plus frequent guest loyalty programme can earn an additional 3,000 bonus Gold Points for staying three nights at any Carlson Hotels property worldwide, between 15th February and 30th April 2009. Unusually ...
... read more
NEWS: Four ways to keep good employees engaged (13 Feb 2009)
With the increasingly important role of good customer relationships in tough economic times, the engagement levels of company employees can make all the difference between customer retention and defection. Consequently, Strategic Connections has compiled a checklist to ensure the integrity of the workforce, both now and when the economy recovers.
... read more
BRIEFING: TeamCard loyalty scheme bucks economic trend (13 Feb 2009)
In 2008 the UK-based TeamCard loyalty operator completely revamped both its online and high street loyalty programmes, resulting in record transaction levels from August to December 2008. During the pre-Christmas period, transactions were more than four times the volume for the same period in ...
... read more
NEWS: How brands can empower loyal customers (12 Feb 2009)
With the rise of web 2.0 and social networking, price comparison sites and online discount codes, retailers and home shopping brands must adapt quickly in order to connect online with today's 'empowered consumer', according to a report by Experian.
... read more
BRIEFING: Real renews PayBack partnership up to 2015 (11 Feb 2009)
In Germany, Metro Group's hypermarket chain, Real, has extended its contract with the coalition loyalty programme, PayBack, until 2015. As one of the programme's founder members, Real has issued some 9.3 million PayBack cards since the programme started nine years ago. Today, more than 60% of ...
... read more
NEWS: The new demographic: Recession Shoppers (10 Feb 2009)
While most consumers are curbing their overall spending as a result of today's poor economic climate, a new demographic group - now known as 'Recession Shoppers' - has revealed that they will go online to find the very best deals as their financial situation deteriorates, according to a study by Penn, Schoen & Berland Associates, and commissioned by LinkShare.
... read more
BRIEFING: Do retail rewards have a future in the recession? (10 Feb 2009)
While the UK is experiencing the most severe downturn in recent history, a new report published by The Pepper Corporation, Financial Crisis: Is there a future in retail rewards? argues the case for rewards programmes. According to the report, the continual heavy discounting being used by UK ...
... read more
NEWS: Reward scheme members make better advocates (9 Feb 2009)
Consumers who are loyalty reward programme members are far more likely to be word-of-mouth (WOM) champions for their favourite brands than non-members, and the more active their programme participation, the more likely they are to spread the word, according to a study by Colloquy.
... read more
BRIEFING: FuelLinks joins the Points.com exchange (9 Feb 2009)
MetroSplash Systems Group's loyalty programme, FuelLinks Cash-for-Gas, is now participating in the loyalty programme management web site, Points.com. This means that Points.com members can exchange the rewards (including existing balances) from any of more than forty participating programmes into ...
... read more
NEWS: Outsourced gift cards 'a retail opportunity' (6 Feb 2009)
Gift cards represent a big opportunity during the recession for the UK's retailers, despite often being seen as an expensive investment in revenue generation and marketing, according to Rohit Patni from gift card solutions provider YESpay.
... read more
BRIEFING: Valentine's Day bonus for 500 MyPoints members (6 Feb 2009)
The online loyalty rewards programme, MyPoints, has announced that it is to help 500 lucky members to save money for Valentine's Day. The programme is issuing the first 100 visitors to the programme's web site each day from 4th to 8th February 2009 with a 'Free Flowers' e-certificate worth US$50 ...
... read more
NEWS: How to increase customer retention in a recession (5 Feb 2009)
While marketing budgets are decreasing as a result of the recession, it is more important than ever to use those budgets wisely, according to Andy Wood, managing director for GI Insight, who suggests that one of the best ways for marketers to spend their reduced budgets is on customer retention and development.
... read more
BRIEFING: Loyalty Index tool to measure loyalty and commitment (5 Feb 2009)
The US-based customer retention firm DataCo has launched its new DataCo Loyalty Index to help companies measure customer commitment. According to Tom Salutz, managing director for DataCo, the index aggregates customer responses to a five-question survey, to provide a measure of how customers ...
... read more
NEWS: Differentiating using smarter retail technology (4 Feb 2009)
Retailers must do all they can to improve customer service and use every marketing tool available to retain their customers now that recession is turning so many consumers into cost-conscious - and even disloyal - bargain hunters, according to Gregor Rankin, marketing manager for Ingenico.
... read more
NEWS: Points4Life seeks loyalty solution provider (3 Feb 2009)
In the UK, the government-backed Points4Life health rewards project in Manchester has issued a procurement briefing to find a loyalty solutions provider to further develop and service the citizen rewards programme.
... read more
NEWS: Loyalty association launches web-based resource (2 Feb 2009)
A new market-driven, web-based resource has been announced by the recently formed loyalty marketer's association, Loyalty 360, offering an unbiased set of guidelines and tools for customer loyalty, incentives, rewards, engagement, and insights.
... read more
BRIEFING: Thanks Again offers fuel rewards with FuelLinks (2 Feb 2009)
The operator of the US-based rewards programme, Thanks Again, has announced that members are being offered a new type of reward - free fuel - via the FuelLinks loyalty programme. Thanks Again members can now select FuelLinks as their preferred reward, and then redeem points for fuel at more than ...
... read more
NEWS: Loyalty 2.0: linking loyalty to customers (29 Jan 2009)
Information from social networking and media web sites is having an untold influence not only on consumers' purchase decisions but also on customer loyalty, according to an article by Oracle loyalty executive Natalie Kouzeleas, reproduced here by kind permission of MyCustomer.com.
... read more
BRIEFING: BBA to market Red Carpet Alliance rewards system (29 Jan 2009)
TransWorld Benefits International (now doing business as 7G Companies) has signed a joint venture agreement between its loyalty division and Business Builder Alliance (BBA), a provider of business solutions to small and mid-sized merchants. Under the terms of the agreement BBA will serve as 7G ...
... read more
NEWS: Tips for engaging e-consumers the Web 2.0 way (28 Jan 2009)
Even though online retailers generally out-performed their High Street counterparts over the 2008 holiday shopping period, engaging customers using Web 2.0 technologies is still likely to play a key role in retaining a strong share of consumer wallets during 2009, according to Guy Westlake of web experience consultancy Vignette.
... read more
NEWS: Wasteless marketing thanks to customer data analysis (27 Jan 2009)
In an environmentally-challenged world it's not surprising that there is a lot of interest in waste, and this principle applies just as much to the marketing department as any other, according to Lance Walker of Fly Buys, New Zealand.
... read more
BRIEFING: Fund companies show poor Net Promoter scores (27 Jan 2009)
Reflecting investors' concerns regarding current financial markets and the viability of individual institutions, fund performance is no longer the main driver of mutual fund company loyalty. Cogent Research's newly released Investor Brandscape 2009 report on the attitudes and behaviours of ...
... read more
BRIEFING: Platform-independent retail loyalty system launched (26 Jan 2009)
Torex has launched its Torex Loyalty system, a platform-independent, modular, multi-channel system that integrates with a retailer's existing in-store technology to provide a promotions, communications and analysis package. With it, retailers can collect and store key information about customers ...
... read more
BRIEFING: Kiosks enhance Fresh Grocer's loyalty scheme (23 Jan 2009)
Capture Resource has partnered with The Fresh Grocer to enrol members electronically in its Fresh Rewards loyalty programme. Members receive special benefits and discounts when they use their Fresh Rewards card as well as special promotions via mail and email when they opt in during enrolment ...
... read more
NEWS: Retail strategies to counter the recession (22 Jan 2009)
Holiday sales performance and competitive performance in 2009 will mark the 'tipping point' for a retail recovery, as 80% of companies are challenged by higher levels of cost of goods sold and lower consumer confidence, according to a survey of 200 retail enterprises by Aberdeen Group.
... read more
BRIEFING: Mercedes Club's US loyalty scheme to continue (22 Jan 2009)
Mercedes-Benz Club of America (MBCA) is to continue its Loyalty Reward programme throughout 2009, providing members with benefits including select dealer discounts, a magazine subscription to The Star, and events such as organised race track classes, social gatherings and travel opportunities. The ...
... read more
BRIEFING: Brands can benefit from the 'certainty principle' (20 Jan 2009)
According to a new book by Brand Keys president Dr Robert Passikoff, and Amy Shea, entitled 'The Certainty Principle' , "consumer engagement" may be the most used phrase of the new marketing century, yet brands still struggle with how to define it - let alone actually achieve it. Any definition ...
... read more
NEWS: Consumers seek self-service as they cut back (19 Jan 2009)
Unprecedented price wars and product promotions by retailers across the board may be saving consumers money in the short term, but it is also costing consumers more of their personal time, according to a survey commissioned by NCR, which found that self-service options in the retail environment are now becoming more sought-after.
... read more
BRIEFING: UK loyalty scheme angles for free fish (19 Jan 2009)
The newly-formed Angling Trust, a body representing UK anglers, has launched a loyalty programme for its members called Fish For Free. The programme, developed and operated for the Trust by loyalty management company Reward, allows members to contribute to, or pay for in full, angling equipment ...
... read more
NEWS: Social site helps companies address dissatisfaction (16 Jan 2009)
MeasuredUp, a customer service-driven social networking web site, has begun offering businesses the tools they need to turn even the most dissatisfied customers into happy ones through its new 'Direct Connect' platform.
... read more
BRIEFING: 50 more Stop & Shops go 'scan-and-bag' (16 Jan 2009)
Stop & Shop Supermarket Company has completed the roll out of Modiv Media's Scan It! scan-and-bag system to 50 additional stores in the Northeast and mid-Atlantic, extending the handheld self-service and media delivery solution to a total of 145 Stop & Shop and Giant Food stores. As shoppers enter ...
... read more
NEWS: Maritz unveils new channel engagement strategy (14 Jan 2009)
In the quest to generate more sustainable brand commitment and better brand performance, operating channel incentive programmes has become a critical part of the overall marketing strategy for many businesses, according to a new white paper from Maritz.
... read more
BRIEFING: Retailers increasingly turning to Facebook (14 Jan 2009)
A social media study recently released by independent interactive marketing agency, Rosetta, reveals that 59% of 100 leading retailers currently have a fan page on Facebook. These include Best Buy, Toys'R'Us, Kohl's and Wal-Mart. According to Rosetta, social media sites continue to be an important ...
... read more
NEWS: Five ways to protect brands during a downturn (13 Jan 2009)
Now that all the evidence points to the fact that a recession has arrived, brand owners should be increasingly careful to safeguard their corporate reputation and brand images, according to Canadian reputation management agency AGC Communications, which offers its 'five commandments for brand protection'.
... read more
BRIEFING: HHonors offers double Base Points worldwide (13 Jan 2009)
To celebrate its 22nd year as the loyalty programme for the Hilton Family of Hotels, Hilton HHonors is now offering members the ability to earn twice the number of Base points for stays at more than 2,400 participating Hilton Family hotels around the world. Members need to register and then book ...
... read more
NEWS: Retailers to benefit from shifting shopper behaviour (12 Jan 2009)
The inaugural meeting of the new Cross-Channel Consortium Think Tank focused on ways in which retailers will be able to create a more compelling cross-channel customer experience where multiple selling, sourcing, distribution, and fulfilment channels work together to create a seamless shopping experience.
... read more
NEWS: E-retail satisfaction shows tomorrow's winners & losers (8 Jan 2009)
A study of customer satisfaction with top retail web sites during the 2008 holiday season has shed a little extra light on which online retailers are expected to thrive most during 2009.
... read more
BRIEFING: Starwood helps loyal guests with airport security (8 Jan 2009)
Starwood Hotels & Resorts' frequent guest loyalty programme, Starwood Preferred Guest, has launched an offer to help members pass through airport security more quickly and easily. The hotel group has teamed up with Verified Identity Pass, an airport security fast-pass service, to reward Platinum ...
... read more
NEWS: How employee engagement affects the bottom line (6 Jan 2009)
With businesses increasingly looking for ways to increase sales and profits, engaged employees have become a critical component in high customer engagement levels, according to a new white paper published by feedback management solutions firm Allegiance.
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NEWS: How LG built a new brand in the mobile market (5 Jan 2009)
Most of the market share in the mobile phone handset industry was owned by four major players - Nokia, Motorola, Samsung and Sony Ericsson - until 2004. While having long been a minor player in the industry, LG was known for its 'follower image' as a generic mobile phone maker, so the company embarked on a brand-building programme of epic proportions.
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BRIEFING: JetBlue adds extra rewards for pets that fly (5 Jan 2009)
JetBlue Airways has launched its JetPaws in-cabin pet programme to provide pet owners with helpful 'travel pettiquette' guidelines, outlining the social graces of jetting with small dogs and cats. As part of the new programme, customers will also receive 2 bonus award points for each flight ...
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BRIEFING: UK loyalty operators starting to go transpromo (2 Jan 2009)
One in seven (14%) of the UK's top 100 loyalty programmes are already printing targeted 'transpromo' adverts in white space on loyalty statements, according to a study by direct communications firm GI Direct. The firm points out that there is a good trans-promotional opportunity in the loyalty ...
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NEWS: Delighted customers aren't always the most loyal (1 Jan 2009)
While 89% of customer service executives believing that delighting the customer will lead to increased loyalty, the Corporate Executive Board's 'Customer Contact Council' argues that this approach results in almost no loyalty gain and that service and support centres have little value in building customer loyalty.
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BRIEFING: Fly Buys redemptions up 35% year-on-year (1 Jan 2009)
New Zealanders have been using their Fly Buys loyalty rewards as an alternative to Christmas shopping in record numbers, according to the programme's operator, Loyalty New Zealand. Between 1st November and 17th December 2008, New Zealanders redeemed 35% more rewards than in the same period in 2007 ...
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In 2008...
NEWS: Loyalty to catch consumers' attention in 2009 (31 Dec 2008)
British consumers feel that loyalty rewards are more valuable in a recession, with 95% having actively participated in travel and shopping reward schemes, and 90% planning to redeem them during 2009, according to research published by the Air Miles travel rewards programme in the UK.
... read more
BRIEFING: SAS appoints Loylogic to run rewards shop (31 Dec 2008)
Loylogic, an international loyalty solutions provider, has been appointed by Scandinavian Airlines to build and operate the new online SAS EuroBonus Reward Shop . The LoyRewards 2.0 platform will be used to allow EuroBonus members to redeem their loyalty points for a range of non-flight rewards ...
... read more
NEWS: Ten trends for frequent flyer programmes in 2009 (30 Dec 2008)
As the airline industry endures one of the most difficult periods in its history, loyalty programmes are set to become even more strategically important to airlines, according to a white paper from ICLP.
... read more
NEWS: UK offers retail loyalty points as health incentive (29 Dec 2008)
In the UK, a new health-driven retail loyalty programme called 'Points4Life' has been announced by Manchester City Council and Manchester NHS (National Health Service), aiming to encourage local citizens to make healthier lifestyle choices.
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BRIEFING: Fewer retailers increasing loyalty budgets (29 Dec 2008)
The Canadian retail advisory firm Karabus Management has published the results of a survey of 35 national retail chains in the specialty and department store sectors, examining the key steps that retail CFOs are currently taking to combat today's macroeconomic environment. According to Antony ...
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NEWS: Maritz launches real-time POS loyalty platform (24 Dec 2008)
In the US, Maritz and Welcome Real-Time have join forces to launch a loyalty offering called 'Maritz Real-Time Rewards' in both the US and Canada, to allow consumers to redeem loyalty points against purchases and to allow card issuers to make personalised offers at the point of sale.
... read more
BRIEFING: Qantas and Woolworths form loyalty alliance (24 Dec 2008)
In Australia, retailer Woolworths and international airline Qantas have partnered to form a loyalty alliance. From mid-2009, the new alliance is expected to allow Woolworths customers who participate in the Everyday Rewards programme to earn Qantas frequent flyer points when they shop for ...
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NEWS: Factors behind purchasing and loyalty in malls (22 Dec 2008)
Four out of the five most common problems in US shopping malls reflect a need for elements that encourage greater exploration, such as a wider range of restaurants, a more diverse range of retailers, and a general sense of newness or uniqueness, according to a survey by the Baker Retailing Initiative at the Wharton School of the University of Pennsylvania and the Verde Group.
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NEWS: Unsuitable CRM systems inhibit mobile relationships (19 Dec 2008)
While customer-centric marketing is increasingly seen as a kind of 'Holy Grail' for mobile telecoms operators, generic CRM systems, fragmented data, and poor campaign monitoring and reporting systems are undermining their ability to put subscribers at the heart of marketing relationships, according to a study by Freeform Dynamics, commissioned by Business Logic Systems.
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NEWS: Recession strains employee loyalty and ethics (18 Dec 2008)
Employees will apparently do almost anything to keep their jobs in today's trouble economy, but at what cost to the employer? A survey by IT security firm Cyber-Ark Software found that while employees are willing to make sacrifices for continued employment, they are not above conspiring to take valuable corporate information with them if they're asked to leave.
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BRIEFING: Malina takes Russian loyalty award (18 Dec 2008)
Last month the Sales Business Awards 2008 award ceremony took place in Russia, where the Malina coalition loyalty programme was hailed as the Sales Business Awards winner in the Best Loyalty Programme category. Malina also earned the same award in 2007's ceremony. Founded by Sales Business ...
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NEWS: New rewards platform for financial institutions (17 Dec 2008)
The financial services technology provider Jack Henry & Associates has formed a strategic alliance with payment intelligence software firm Saylent Technologies to offer an integrated customer rewards platform for financial institutions.
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BRIEFING: Free gift cards for Rite Aid shoppers (17 Dec 2008)
In the US, Rite Aid has announced a new Holiday Gift of Savings programme whereby (until 24th December 2008) shoppers can earn free gift cards ranging from US$5 to US$20 in value for purchases of US$25 or more. Other ways in which consumers can save money include the Rite Aid RX Savings Card ...
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NEWS: Study identifies credit/debit reward preferences (16 Dec 2008)
First Data recently conducted a consumer loyalty study, examining rewards programmes offered by financial institutions, and found that although credit card rewards programmes are popular with consumers, many have experienced frustration with the rewards that are offered.
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BRIEFING: Aeroplan to accelerate Air Canada reward payments (16 Dec 2008)
Air Canada reports that it has reached an agreement with Aeroplan to have the loyalty management company accelerate payment terms of Air Canada reward tickets issued through to 29th May 2009. The agreement is expected to result in accelerating approximately Can$70 million in payments to Air Canada ...
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BRIEFING: Boston Pizza continues with Air Miles Canada (15 Dec 2008)
In Canada, the 300+ outlet casual restaurant chain Boston Pizza has renewed its partnership in the Air Miles rewards programme, having been a member since 1993. The restaurant operator, which currently has annual net sales of approximately Can$755 million, aims to continue to use the Air Miles ...
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NEWS: Consumers to spend loyalty points on gifts (11 Dec 2008)
While US retailers await their holiday season sales results, BMO Bank of Montreal and the Canadian Air Miles reward programme have conducted a survey to provide some early insights into holiday shopping intentions.
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BRIEFING: New loyalty platform for restaurants & retailers (11 Dec 2008)
The loyalty division (7G Loyalty) of TransWorld Benefits International (trading as 7G Companies) has launched the Red Carpet Alliance, a patent-pending closed loop, fee based, customer relationship, loyalty and marketing programme. Red Carpet uses a registered card platform to help restaurants ...
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NEWS: General Mills to launch snack loyalty scheme (10 Dec 2008)
DCR Strategies, in partnership with New York-based TPG Rewards, has announced that it is to launch a major incentive card programme for General Mills Foods later this month.
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NEWS: Christmas shopping 'a big e-retail opportunity' (9 Dec 2008)
For the 2008 holiday season, 90% of consumers say they plan to use the web to research and purchase some of their Christmas shopping items, with 68% planning to conduct at least half of their Christmas shopping online, and 71% agreeing that the recession is playing a large part in their budgeting decisions.
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BRIEFING: NPS book explains the process practically (9 Dec 2008)
In a new book, Answering the Ultimate Question , Richard Owen and Laura Brooks, executives at Satmetrix, provide practical advice on what organisations need to do to improve the customer experience and increase loyalty. The book follows Fred Reichheld's 2006 The Ultimate Question , in which he ...
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BRIEFING: Tommy Bahama launches guest loyalty scheme (5 Dec 2008)
Tommy Bahama, the luxury island lifestyle brand with more than 70 retail stores - twelve of which include an upscale restaurant - is to launch a loyalty programme. While the company is a highly recognised brand, it is fairly new to e-commerce, having began its online initiatives in the autumn of ...
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NEWS: Nine key loyalty & engagement trends for 2009 (4 Dec 2008)
Customer loyalty and engagement metrics make very effect leading indicators of what consumers think and, perhaps more importantly, how they are going to behave, according to Robert Passikoff of Brand Keys, who has identified what he believes will be the nine key consumer loyalty and engagement trends for 2009.
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BRIEFING: Shoppers expect to cut spending this holiday (4 Dec 2008)
A survey by the online loyalty programme, MyPoints, reveals that 82% of consumers plan to spend less this holiday season than they did last year. MyPoints polled more than 20,000 members, and found that 87% of those surveyed have set a budget for this year's holiday shopping to help achieve this ...
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NEWS: LMG to offer retail insights in North America (3 Dec 2008)
In Canada, Groupe Aeroplan has announced that it is launching its UK-based customer-driven insight and communication business, LMG Insight & Communication (I&C), in North America, having new offices based in Toronto and Chicago.
... read more
BRIEFING: Free dessert for TGI Friday's frequent diners (2 Dec 2008)
TGI Friday's is treating members of its Give Me More Stripes loyalty programme a free dessert when they buy an entree at participating restaurants during Black Friday weekend. In addition to this, Give Me More Stripes members receive the following immediate perks: Personalised and customised ...
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NEWS: Customer engagement seen as key to survival (1 Dec 2008)
Only half of companies agree that the global economic crisis has caused them to place greater focus on customer engagement, according to the third annual 'Online Customer Engagement Report' from cScape and E-Consultancy.
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NEWS: Strategies for channel loyalty & reward schemes (28 Nov 2008)
The relationship between vendors and their partners is coming under increased scrutiny, and the new paradigm in multi-channel sales is to move beyond the simplistic 'cash for sales' approach, toward channel loyalty programmes where vendors can offer more attractive incentives that focus on areas of strategic importance, according to a white paper from RewardStream.
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NEWS: Retailers to react to consumers' value demands (27 Nov 2008)
As the UK economy continues to decline, retailers are using new techniques to react more quickly to their customers' changing expectations, according to Gary Topiol, managing director for customer management firm Empathica.
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BRIEFING: Accor launches worldwide loyalty programme (27 Nov 2008)
Now available in more than 2,000 hotels in 90 countries, the new frequent guest loyalty programme from Accor Hospitality allows frequent guests to earn loyalty points at Sofitel, Pullman, MGallery, Novotel, Mercure, Suitehotel, Ibis and All Seasons Hotels. The programme is entirely web-based ...
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NEWS: How Nectar governs member data quality (26 Nov 2008)
The UK-based loyalty services company, Loyalty Management Group (LMG), develops, owns and operates various retail customer loyalty programmes (including Nectar), has employed software from Trillium Software to help ensure the accuracy of contact details for Nectar points collectors.
... read more
BRIEFING: Which rewards will be popular this holiday season? (26 Nov 2008)
The holiday season is the right time for rewarding customers and employees with anti-stress products and services, according to loyalty services firm, Circles. "Especially now, as the economic crisis is making this holiday season even more challenging for people, giving gifts that help relieve ...
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BRIEFING: iPoints launches its own points-based MasterCard (26 Nov 2008)
UK-based online coalition loyalty programme, iPoints, has announced a new MasterCard-based rewards credit card in partnership with Halifax. The new iPoints MasterCard allows cardholders to earn double iPoints for all purchases for the first three months (and then 1 iPoint for every £1 spent ...
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NEWS: Focus on experience means competitive advantage (25 Nov 2008)
Companies that have better customer experience management capabilities, along with a strong customer orientation, enjoy a distinct competitive advantage, according to the results of a survey by SAS and Peppers & Rogers Group.
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BRIEFING: E-shopping loyalty scheme to support UNICEF (25 Nov 2008)
Give4Free, a charity reward programme set up by loyalty provider Reward, has announced that members will now be able to donate their loyalty points to global children's support organisation, UNICEF. This means that cash-poor consumers can also donate to UNICEF without having to spend their own ...
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BRIEFING: Service causes more customer churn than price (25 Nov 2008)
Customer service has again been ranked above price as a global driver of customer churn, according to Accenture's fourth annual study on customer service satisfaction, entitled 'High Performance in the Age of Customer Centricity' . Two-thirds (67%) of survey respondents reported moving their ...
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NEWS: Asian hotel growth presents loyalty opportunities (24 Nov 2008)
The frenzied and ongoing expansion of big-brand hotel chains in Asia presents a massive opportunity for frequent guest programmes (FGP) in the region, according to a white paper from loyalty agency ICLP.
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BRIEFING: Book examines customer engagement tactics (21 Nov 2008)
Loyalty experts from Allegiance, J.D. Power & Associates, Peppers & Rogers Group, CustomerThink, and others have recently compiled a book examining the critical nature of engagement as the new business battleground. The new book, entitled 'Engagement: Winning the Battle for Customer Hearts and ...
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NEWS: Is behavioural science a key to luxury loyalty? (20 Nov 2008)
Although the luxury car market has historically been considered 'recession proof', the current economic crisis has sent many makers' sales plummeting, with Mercedes Benz, BMW and Lexus all reporting losses in September and October 2008, according to MicroMass Communications.
... read more
BRIEFING: How holiday cards can help build client loyalty (20 Nov 2008)
Recent research in the US by Hallmark Business Expressions found that business holiday cards are the most popular form of communication between businesses and their customers during the holiday season, and that customers enjoy and appreciate this kind of personal connection. Hallmark's consumer ...
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NEWS: How 'digital diseases' are damaging e-retailers (18 Nov 2008)
If used effectively, the digital space can be a powerful retail platform that builds lasting customer relationships and generates incremental sales but, with so many e-commerce systems having significant flaws, too many customer experiences - and therefore relationships - are being damaged, according to a white paper by digital marketing firm Delvinia.
... read more
BRIEFING: Virgin Media seeks more loyalty through NPS (18 Nov 2008)
UK entertainment and communications company, Virgin Media, is to implement Satmetrix's Net Promoter Score (NPS) programme to measure the strength of its customer relationships. It has asked Satmetrix to deploy an operational Net Promoter programme to collect and analyse customer comments whilst ...
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NEWS: Key consumer trends for an uncertain 2009 (17 Nov 2008)
Against a global background of citizens and businesses being shaken rudely into uncertainty by the economic crisis, Mintel has forecast the five main ways in which consumers are likely to adapt and make the best of 2009.
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BRIEFING: Priority Club Rewards joins the Points exchange (17 Nov 2008)
IHG's loyalty programme, Priority Club Rewards , has joined Points International's Global Points Exchange (GPX) programme. This is the first time members of this and other loyalty programmes have been able to trade hotel points through the GPX marketplace. Priority Club Rewards has more than 39 ...
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BRIEFING: Vesdia signs several new merchant partners (13 Nov 2008)
Vesdia, a provider of partnership marketing and merchant network services, has announced the addition of several new brands to its merchant portfolio, including Claim Jumper Restaurants, Dale and Thomas Popcorn, Gaiam, Mori Luggage & Gifts, Puritan's Pride Vitamins, and The North Face. These ...
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NEWS: Hotel loyalty schemes 'usually improve income' (12 Nov 2008)
While the benefit of hotel marketing expenditure depends in part on the hotel's market segment and on the type of expenditure involved, the offering of frequent guest loyalty programmes usually improves hotel income, according to an article published by the Cornell Hospitality Quarterly.
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NEWS: Loyalty concepts designed to succeed in 2009 (11 Nov 2008)
During the undoubtedly slow economy of the next twelve months, it is likely to be the supermarkets, mobile phone operators, and DIY retailers that will be best placed to use their loyalty programmes to retain and develop their customers, according to research by GI Insight.
... read more
BRIEFING: HHonors to offer CruisesOnly redemptions (11 Nov 2008)
Hilton HHonors members can now use their frequent guest loyalty points to embark on cruises, thanks to a new alliance with US-based cruise agency, CruisesOnly. HHonors members can redeem points for e-certificates for more than 6,500 cruises worldwide, in the following increments: 120,000 HHonors ...
... read more
NEWS: Five brand-building strategies for 2009 (10 Nov 2008)
As 2008 comes to a close and advertisers and media agencies get ready to set their budgets for 2009, there is increasing evidence that online (digital) advertising will continue to grow at a double-digit pace throughout 2009, according to the Interactive Advertising Bureau (IAB) of Canada.
... read more
BRIEFING: SaaS loyalty scheme for small businesses launches (10 Nov 2008)
Gift cards and loyalty programmes offer a simple and usually profitable way to acquire and retain customers, but many small and medium-sized businesses have not yet taken advantage of these techniques because of the costs and technological complexities perceived to be involved. However, a new ...
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BRIEFING: Travellers advised to 'forget loyalty, shop around' (7 Nov 2008)
Kayak.com, a travel search engine, has surveyed more than 1,400 users of both Kayak.com and Sidestep.com about their travel plans for the 2008 holiday season. Despite industry warnings that travel costs will continue to rise as Thanksgiving and Christmas holidays approach, more than 63% of ...
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NEWS: How loyalty kiosks can help retail relationships (4 Nov 2008)
Loyalty programme sign-up kiosks can help retail marketers to plan, establish, execute, and maintain a loyalty programme that's easy for consumers to join and use, and simple and affordable to manage and operate.
... read more
BRIEFING: Travelocity offers blackout-free flight redemptions (4 Nov 2008)
Maritz Loyalty Marketing and Travelocity have signed an agreement that allows loyalty programme members to redeem points for the purchase of flights with no blackout dates or restrictions. With typical loyalty programmes, customers redeeming points for flights can browse online, but must call a ...
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NEWS: TGI Friday's reports loyalty scheme's success (3 Nov 2008)
TGI Friday's loyalty programme, Give Me More Stripes, reports that it now has more than 500,000 members.
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NEWS: Survey identifies barriers to banking loyalty (31 Oct 2008)
A survey from Secure Identity Systems and Harris Interactive reveals that more than half of bank customers who are worried about the current state of their bank are concerned that their money and identity are not safe.
... read more
NEWS: E-consumers prefer mobiles to PCs, study finds (29 Oct 2008)
A new survey from IBM reveals that that over 50% of consumers would swap internet usage on a PC for their mobile device - a finding which appears to validate the recent growth of mobile advertising and marketing techniques.
... read more
BRIEFING: Refunds if targeted messaging doesn't deliver (29 Oct 2008)
Visible Customer is rolling out a "Not One Red Cent Guarantee" - a performance and accountability programme that provides guaranteed results for auto dealers. Dealers who engage with Visible Customer must realise a pre-determined increase in incremental gross profits attributable to Visible ...
... read more
NEWS: Customer service overshadows price in Canada (28 Oct 2008)
Customer service still overshadows price for car and home insurance policies in Canada, according to a new study by JD Power and Associates.
... read more
NEWS: Consumers talk more about bad experiences than good (27 Oct 2008)
As the credit crunch deepens, consumers are becoming increasingly intolerant of poor customer care, and are more likely to tell others about poor treatment.
... read more
NEWS: Toys'R'Us launches new loyalty programme (22 Oct 2008)
Just in time for the Holiday shopping rush, Toys'R'Us has launched a new loyalty membership programme, Rewards'R'Us, to thank its best and most frequent customers.
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BRIEFING: Tour company launches loyalty and referral programme (22 Oct 2008)
Go Ahead Tours, specialising in cultural discovery through guided tours and global journeys, has launched a new referral incentive programme offering travellers significant savings on tours and cash rewards. In the new programme, existing Go Ahead customers are eligible to receive a US$250 ...
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NEWS: How positive experience beats clever marketing (21 Oct 2008)
A new study from Satmetrix examines the financial impact of positive and negative customer word of mouth.
... read more
NEWS: Banks must monitor engagement to keep customers (20 Oct 2008)
An Allegiance 'Pulse of America' survey reveals that Washington Mutual and Wachovia experienced steep declines in customer engagement prior to the recent buy-outs.
... read more
NEWS: Report identifies latest barriers to online buying (17 Oct 2008)
By failing to properly plan their e-commerce strategies, the UK's retailers may be losing out on a total of more than £2.3 billion in online revenue each year, according to a report produced by Verdict Consulting for Webloyalty.
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BRIEFING: PayBack reports successful Olympic campaign (17 Oct 2008)
The 'Gold Medal Points' campaign run by the German coalition loyalty programme, PayBack, during the Olympic Games in Beijing has been the most successful cross-partner campaign so far in the history of the programme. For the first time, customers were able to collect 15-fold points, which in ...
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NEWS: Multiple loyalty cards on a single mobile phone (16 Oct 2008)
NTT Communications Corporation (NTT Com) has developed a system that can securely integrate the reward cards of more than 100 retailers into a single mobile phone.
... read more
NEWS: Case study: Growing indirect customer relationships (15 Oct 2008)
Packard Bell has implemented a loyalty programme to consolidate and strengthen its long-term customer relationships, establishing direct relationships with customers who bought computers from bricks-and-mortar and online retailers.
... read more
BRIEFING: eBucks to focus on FNB customer acquisition (15 Oct 2008)
South African loyalty programme, eBucks, has stepped up its operation to include a focus on acquisition for its biggest partner, First National Bank (FNB). Rewards programmes are typically focused on driving customer retention and activity and eBucks has an enviable track record in this regard ...
... read more
NEWS: Fly Buys targets SMEs in New Zealand (14 Oct 2008)
After 12 years and more than half a billion dollars in rewards, Fly Buys is launching Fly Buys for Business, a programme designed for the small to medium sized businesses market.
... read more
BRIEFING: Nectar optimises its conversion of web browsers (14 Oct 2008)
UK loyalty programme, Nectar, is using Interwoven's Optimost to optimise the efficiency of its web site, converting more browsers into transactions. Nectar's web site has many objectives: visitors can register for the programme, check their statements, opt in to bonus point offers and also spend ...
... read more
BRIEFING: Fly Buys cards to support cancer charity (13 Oct 2008)
Loyalty New Zealand, operator of New Zealand's Fly Buys programme, is contributing to The New Zealand Breast Cancer Foundation by donating NZ$0.50 (approx. US$0.30) for every pink Fly Buys card ordered during Breast Cancer Awareness Month in October. New Fly Buys Members and those updating their ...
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BRIEFING: Creditz digital currency arrives on mobile platform (10 Oct 2008)
CEO America, the exclusive US licensee of the Creditz digital promotional currency, has integrated the currency and its micro-payment and loyalty system into a new mobile platform. The new Mobile Digital Payment platform (MDP) gives Creditz account holders direct access to the benefits of Creditz ...
... read more
NEWS: Five tips for targeted web-based marketing (9 Oct 2008)
While customer acquisition and retention are harder than ever before, many organisations could effectively use web-based marketing techniques to reach, retain and build loyalty among customers, according to a new report by the Conference Board.
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BRIEFING: Citibank says thanks a million to loyal customers (9 Oct 2008)
Citibank is thanking its customers a million times over for opening cheque accounts, via a new 'Thanks-A-Million' sweepstake, which promises to give out a total of 5 million loyalty points to 16 lucky winners. Until 30th November 2008, new cheque account holders enrolled in Citi's ThankYou ...
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BRIEFING: Best Buy Canada's new loyalty credit card (6 Oct 2008)
Best Buy Canada, a retailer and e-tailer of consumer electronics, has partnered with Chase Card Services to launch a rewards-based Visa credit card called the Best Buy Reward Zone Visa card. The card rewards customers with loyalty points when purchases are made at any Canadian Best Buy store ...
... read more
NEWS: Eight rules for brand marketing in China (3 Oct 2008)
A common theme from the Economist's Fifth China Branding Roundtable in Beijing last month was that China's consumer marketplace is maturing at great speed, and that marketers who clearly understand the rules of product branding will benefit most from what is expected to be nearly double-digit economic growth during 2009.
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BRIEFING: Indian hotel group joins Points.com exchange (3 Oct 2008)
Points International, the owner and operator of the Points.com rewards management portal, has announced that Trident Hotels (owned and operated by The Oberoi Group in India) has joined the Points exchange's network of loyalty programme partners. The partnership represents Points' latest phase in ...
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NEWS: Nectar unveils personalised e-coupon offering (1 Oct 2008)
In the UK, the Nectar coalition loyalty programme is continuing its drive toward digital innovation with the launch of a personalised online offer engine called 'My Bonus Points', which provides members with customised paperless coupons for various bonus point offers.
... read more
BRIEFING: Data threatens supermarket transpromo results (30 Sep 2008)
If supermarket loyalty scheme managers are to fully grasp the opportunity to cross-sell additional products by advertising on reward statements, data quality standards need to improve even further, according to new research paper from DSICMM. Over 40% of Britons have received a bill or statement ...
... read more
NEWS: Differentiating loyalty schemes by customer needs (29 Sep 2008)
Products and services are becoming commodities, brand reputations are being controlled by consumers, and a tighter economy is reducing profit margins ever day, according to a new white paper from Carlson Marketing, which explains how businesses can still continue to earn the loyalty of their customers.
... read more
NEWS: Accor launches worldwide loyalty programme (24 Sep 2008)
Accor has launched a new, worldwide, frequent guest loyalty programme called 'AIClub', covering many of the group's brands including some 2,000 hotels throughout 90 countries.
... read more
BRIEFING: Car customers more satisfied with dealer service (24 Sep 2008)
Customer satisfaction with car dealer service has increased slightly among vehicle owners compared with 2007, due in part to a continuing increase in the proportion of maintenance-related service visits (as opposed to repair-related visits), according to the J.D. Power and Associates '2008 ...
... read more
BRIEFING: Access Rewards for prepaid card issuers (23 Sep 2008)
Access Rewards, a division of Access Development, has announced the expansion of its merchant-funded rewards platform to prepaid card issuers. From now onward, 20% cash-back discounts will be able to help differentiate prepaid issuers in an increasingly crowded marketplace, providing a turnkey ...
... read more
NEWS: What makes women shoppers defect or stay loyal? (22 Sep 2008)
According to a poll in the latest issue of Consumers Union's ShopSmart magazine, women are most willing to switch brands of over-the-counter medications (68%), milk (67%) and eggs (67%) to save money, but only 29% would change their brand of pet food.
... read more
BRIEFING: Sobeys launches new loyalty scheme (22 Sep 2008)
Sobeys has partnered with Citi Cards Canada to launch a new Club Sobeys loyalty programme, alongside a new Club Sobeys MasterCard , in stores throughout Ontario and Western Canada (including Manitoba, Saskatchewan, Alberta, and British Columbia). Club Sobeys offers a variety of ways to collect ...
... read more
NEWS: Choice steps up guest loyalty activities (18 Sep 2008)
Choice Hotels has been stepping up its frequent guest loyalty programme activity, providing Choice Privileges members with several new offers and travel reward options.
... read more
BRIEFING: Harrah's Total Rewards joins Points.com (18 Sep 2008)
Under terms of a new multi-year agreement, Harrah's Total Rewards will become part of the Points.com network and Harrah's will also participate in Points' Global Points Exchange (GPX), a peer-to-peer loyalty currency trading platform. In addition Points will offer Total Rewards members the ability ...
... read more
NEWS: How customer experiences relate to retention (17 Sep 2008)
There are several sound business reasons for the adoption of Customer Experience Management (CEM) programmes, including proven relationships between CEM and brand loyalty, increased customer retention and satisfaction, and increased sales and profits, according to a study by Aberdeen Group.
... read more
NEWS: Upromise offers loyalty card-linked eCoupons (16 Sep 2008)
Upromise's new eCoupons aim to make finding and redeeming grocery savings easier for consumers through a nationwide paperless coupon programme, including consumer brands such as Aquafina FlavorSplash, Charmin, Huggies and Spray 'n Wash, through some 21,000 grocery and drug retailers across the US.
... read more
BRIEFING: Comarch loyalty conference examines IT solutions (16 Sep 2008)
From 6th to 7th November 2008, the Comarch Loyalty Conference 2008 in Dresden, Germany, will address the retail, banking, fuel retail, and airline industries and provide a forum for the exchange of ideas about customer loyalty programmes. Apart from presentations on the general features and ...
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BRIEFING: Loyalty & Engagement summit to examine the cost (15 Sep 2008)
From 17th to 19th November 2008, the Customer Engagement and Loyalty Summit in Florida, USA, will examine the issue of how businesses are missing an opportunity to save thousands of marketing dollars by engaging and retaining their customers. The summit will focus on cost saving strategies to: ...
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BRIEFING: Harold's Stores expands its loyalty scheme (12 Sep 2008)
In the US, Harold's Stores has announced the expansion of its existing Style Points loyalty programme, allowing all customers (and not only those who use the company's proprietary credit card - the 'Wardrobe Card') to earn loyalty points for all of their purchases in-store. Customers receive a ...
... read more
BRIEFING: Primus Cellular offers 1,000 bonus Air Miles (11 Sep 2008)
In Canada, Primus Telecommunications has extended its existing partnership with the Air Miles coalition loyalty programme, offering a bonus of 1,000 Air Miles reward miles when programme members sign up with Primus Cellular for a 1, 2, or 3 year plan before 31st October 2008. Air Miles collectors ...
... read more
BRIEFING: Crafty retailer launches new loyalty scheme (10 Sep 2008)
The US-based arts and crafts retailer A.C. Moore has announced the launch of its new customer loyalty programme, called A.C. Moore Rewards . Open to all customers aged 13 years or older, the free programme offers members a US$10 Reward Certificate each time they accumulate 200 loyalty points ...
... read more
NEWS: Starwood offers new 'SPG Flights' awards (8 Sep 2008)
Starwood Hotels & Resorts has updated the terms of its frequent guest loyalty programme, Starwood Preferred Guest, to include a new 'no blackouts' policy that includes award flight redemptions.
... read more
BRIEFING: IDL launches 'loyalty gift card anywhere' system (5 Sep 2008)
IDL Technology Group (more usually known as Instant Discounts ) has launched its new Loyalty Gift Card Anywhere solution that enables retailers, merchants and third-party estate owners to offer loyalty and gift card programmes to their existing and prospective customers without changing their ...
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NEWS: Customer experiences: Make or break? (4 Sep 2008)
Canadian consumers are abandoning their shopping carts, delaying purchases and leaving stores, public transit stops and restaurants in significant numbers according to a Maritz Research survey on customer waiting times.
... read more
BRIEFING: Auto-dialler offers targeted promotions (4 Sep 2008)
Phoenix Technology Holdings, the licensing and operating company for the SCTN Company, has launched a new addition to its operating system called the Voice Blast programme. It is an auto dialler-based promotional system that offers selected product benefits, including discounts and other rewards ...
... read more
NEWS: Jordan Vineyard launches loyalty scheme (3 Sep 2008)
Jordan Vineyard & Winery, a US-based producer of Cabernet Sauvignon and Chardonnay wines, has announced the launch of a new customer loyalty programme called 'Jordan Estate Rewards', to reward its best customers with unique experiences at the Jordan Estate.
... read more
NEWS: Nectar launches MP3-based digital music store (1 Sep 2008)
In the UK, the popular Nectar coalition loyalty programme has launched the Nectar Digital Music Store, offering programme members the ability to download more than one million tracks from publishers such as EMI, Sony BMG, Warner Music, and The Orchard.
... read more
BRIEFING: US loyalty expo to examine best practices (1 Sep 2008)
From 2nd to 4th November 2008, the Loyalty & Rewards Expo in Florida, USA, will allow you to share your success stores, your pain points, challenges, ideas for the future and more. Seasoned industry experts will provide you, through the conference presentations and workshops, with the tools to ...
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NEWS: Oman telecoms company launches Elite Club (29 Aug 2008)
Oman-based telecoms company, Nawras, has launched an exclusive privilege programme for its high-spending customers.
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BRIEFING: Sobeys to offer Air Miles (29 Aug 2008)
According to Aeroplan, a multi-year agreement has been signed with Sobeys that will enable members of the Aeroplan programme to earn miles on purchases at Sobeys stores in certain provinces. Further details will be made available when the offer is launched. Sobeys will be a core anchor partner in ...
... read more
BRIEFING: Downturn leads 1 in 3 shoppers to switch brands (28 Aug 2008)
Cost-conscious grocery store habits that US consumers developed during the faltering economy in the first six months of 2008 are destined to have a long-term impact on national shopping behaviour, according to research results issued by retail analytics firm Precima. A significant 82% of US ...
... read more
NEWS: White paper discusses the new competitive advantage (27 Aug 2008)
A new white paper proposes that engagement is the new battleground for business and shows how the principles are already being applied in leading companies.
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NEWS: JCPenney launches rewards programme (26 Aug 2008)
JCPenney has launched a cross-channel loyalty programme that encourages customers to keep shopping regularly.
... read more
BRIEFING: 2D barcodes on Visa cards enable mobile loyalty (25 Aug 2008)
UpCode has launched a 2D barcode on a Visa card. Its Halpa Halli (a retail chain based in Finland) credit card provides mobile loyalty via the user's internet enabled mobile phone, using the UpCode Reader and the UpCode on the Visa card. Halpa Halli shoppers will be able to use their Halpa Halli ...
... read more
NEWS: Financial loyalty driven by trust, study finds (22 Aug 2008)
Consumers' trust in their primary retail banking institution is a major driver of share of wallet capture, according to a study by financial services strategy consulting firm Mercatus.
... read more
NEWS: Automotive loyalty still dropping after 10 years (21 Aug 2008)
Automotive customer loyalty at the manufacturer level has dropped by 9.2 percentage points, from 49.1% in 1998 to 39.9% in 2008, and costing some automakers more than US$3 billion in annual sales, according to Experian Automotive.
... read more
BRIEFING: Experian Automotive launches new loyalty unit (21 Aug 2008)
Experian Automotive has announced a new client loyalty study designed to help Original Equipment Manufacturers (OEMs) and their agencies keep more customers by better understanding the unique factors that drive loyalty to their brands and services. According to the company's own recent research ...
... read more
BRIEFING: Nectar signs Expedia for greater travel rewards (20 Aug 2008)
In the UK, Nectar cardholders can now collect points for taking a holiday, thanks to a new partnership with online travel booking firm Expedia.co.uk. Nectar collectors can earn 1,000 points for booking a tailored holiday package including flights with hotel bookings or car hire. Members can also ...
... read more
NEWS: Workplace wellness schemes build staff loyalty (19 Aug 2008)
Although interest in workplace wellness programmes has risen as employers and insurance companies battle rapidly rising health care costs, a study by Maritz found that such programmes can also benefit companies by producing more loyal and engaged employees.
... read more
NEWS: PayBack spins off loyalty solutions business (18 Aug 2008)
Loyalty Partner, the operator of the German coalition loyalty programme, PayBack, has spun off a new business unit called 'Loyalty Partner Solutions', aiming to provide other businesses with IT solutions and process management for customer management.
... read more
BRIEFING: More rewards for last-minute travel bookers (15 Aug 2008)
Frequent last-minute travellers seeking holiday deals online can earn free trips through 'TripleDip' - a new web-based loyalty programme from the members-only LastMinuteTravel Club . Travel club members earn 1 point for each US$1 spent on the web site's inventory of discounted hotels, air fares ...
... read more
NEWS: Focus on China: A new consumer revolution? (14 Aug 2008)
The Wise Marketer has recently interviewed Henry Winter, CEO for Chinese loyalty programme operator SmartClub, to find out how the country's customer loyalty outlook is changing. In this interview, our European editor, Peter Wray, explores the rise of SmartClub and its e-community and coalition loyalty models.
... read more
BRIEFING: Maritz launches rewards fulfilment service (14 Aug 2008)
Maritz has announced the creation of 'Rewards Direct by Maritz', a new solution specifically aimed at rewards-only buyers who are focused on reward selection and delivery. Rewards Direct was designed to serve the growing number of organisations that handle in-house planning and operations of ...
... read more
NEWS: Strategies to reinforce the value of FFP miles (12 Aug 2008)
Airline frequent flyer programmes earn billions of dollars selling miles to programme partners, but most invest little in making redemption options more attractive to programme members, according to a white paper from Loylogic.
... read more
BRIEFING: Customer segmentation conference goes to Monaco (11 Aug 2008)
From 27th to 30th October 2008, the 'Customer Segmentation & Intelligence' event from IIR Telecoms aims to enable telecoms operators make business decisions more quickly and successfully by helping them to collect the right data, use the right segmentation models, and make full use of their ...
... read more
BRIEFING: RewardStream updates marketing platform (8 Aug 2008)
Software-as-a-Service (SaaS) technology provider, RewardStream, has released its Lifecycle Marketing Platform (LMP) 4.11 , which enables marketers to launch highly customised loyalty and channel incentive programmes in under 30 days. Enhancements provide new insights into how a customer or sales ...
... read more
NEWS: Brand growth is possible despite the economy (7 Aug 2008)
There are several ways in which marketers can turn the prospect of a global economic downturn into competitive advantages, according to the 'Marketing success in a slowdown' report from Experian, which suggests that brands can still create new opportunities for growth even when consumer spending is declining sharply.
... read more
BRIEFING: Pharmacy's reward card offers an extra discount (7 Aug 2008)
Jewel-Osco has launched Prescription Plus, a new pharmacy loyalty programme which will reward frequent pharmacy customers with special discounts on future grocery purchases. Customers will receive a 10% discount coupon after every five prescriptions filled at the pharmacy when using their ...
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NEWS: Ten ways to win loyalty through customer service (6 Aug 2008)
While the currently uncertain economy may not necessarily be a very long-term problem, the strength of the relationships that companies builds with their customers can and should last even longer, according to guidance from RightNow Technologies and Peppers & Rogers Group.
... read more
NEWS: Study examines retail customer loyalty ideas (5 Aug 2008)
Retailers that want to achieve best-in-class performance in the current economic climate should begin to make customer loyalty programmes a top priority in their strategic marketing agenda, according research from Aberdeen Group and loyalty marketing firm Vesdia Corporation.
... read more
BRIEFING: TAM and TAP broaden their reciprocation (5 Aug 2008)
TAM and TAP Portugal are broadening their codeshare agreement to offer daily connections between Portugal and Argentina. The partnership allows TAP to sell, with its own code, the flights operated by TAM to Buenos Aires, Argentina, via Sao Paulo and Rio de Janeiro. With the start of this new phase ...
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BRIEFING: Virgin's frequent flyers compete for space race (4 Aug 2008)
California-based airline, Virgin America, and commercial space-line, Virgin Galactic, have launched the 'Race for Space', in which Virgin America's Elevate loyalty programme members can compete for a seat on a sub-orbital space flight. The programme is being launched to celebrate the world ...
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NEWS: How loyalty data translates into better marketing (31 Jul 2008)
Stronger and longer-lasting customer relationships can be achieved by a sound analysis of shopping behaviour, leading to targeted marketing programmes that reach them more effectively, according to a recent article in Nielsen Consumer Insight.
... read more
BRIEFING: DIY loyalty falls to five year low in the UK (31 Jul 2008)
A new report from Verdict Research (available from Research and Markets), entitled 'How Britain Shops 2008: DIY' , has revealed that customer loyalty in the sector has fallen to its lowest level for more than five years. With money for purchases tight and competition intensifying, consumers are ...
... read more
NEWS: How banks could earn younger customer loyalty (30 Jul 2008)
While generations X and Y are the retail banking customers of the future, banks' most loyal customers are their oldest customers, according to a recent Maritz Poll which also found that X and Y consumers are the least loyal and the hardest to please.
... read more
BRIEFING: Flowers Direct joins iPoints online coalition (30 Jul 2008)
Flowers Direct, a UK-based online floral and gift relay company, has joined Maximiles-operated iPoints.co.uk, an online coalition loyalty programme, as an exclusive merchant partner. Flowers Direct's customers can earn 10 iPoints for every £1 spent on a range of floral and gift products. Points ...
... read more
BRIEFING: Futura to manage StudentSaver loyalty scheme (29 Jul 2008)
In Canada, Futura Loyalty Group has entered into a joint venture with the Canadian Federation of Student Services to manage day-to-day operational matters and provide technical and web services for the Federation's existing StudentSaver programme. Currently operated as a discount card programme ...
... read more
BRIEFING: Auto club launches fuel rewards Visa card (25 Jul 2008)
In the US, the Automobile Club of Southern California has introduced a new points-based Visa credit card allowing cardholders to earn double loyalty points for each fuel purchase they make during their first twelve monthly billing cycles. The new AAA Visa Signature credit card with WorldPoints ...
... read more
BRIEFING: Verizon launches online mall to reward businesses (25 Jul 2008)
Verizon's small- and medium-sized business customers participating in the Business Link Rewards loyalty programme are now eligible for discounts and special promotions every time they shop at the new Verizon Business Links Online Mall , which is powered by Mall Networks. Members earn Business ...
... read more
BRIEFING: Charter launches subscriber rewards programme (24 Jul 2008)
In the US, Charter Communications has launched a new customer appreciation and rewards programme called Live It with Charter . Membership in the loyalty programme is free, and members benefit from opportunities to earn and redeem loyalty points for Charter products and services, prizes, and ...
... read more
BRIEFING: CVS issues US$1.5bn rewards in a year (23 Jul 2008)
The US-based retail pharmacy chain CVS/Pharmacy reports that its ExtraCare reward programme members have received a combined total of more than US$1.5 billion in money-saving offers and rewards last year, by using their ExtraCare card number each time they shopped either online or at one of the ...
... read more
BRIEFING: How brands can align to survive the crunch (23 Jul 2008)
Companies in the UK can survive the credit crunch by delivering better customer service more efficiently, and by ensuring that their brand values are well aligned with their IT and other internal processes, according to Guy Milsom, managing director for marketing firm Pebble UK. The company's ...
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NEWS: Business value of e-communities yet to be realised (22 Jul 2008)
Many companies have begun to use social media tools and online communities to engage with their customers and employees for brand discussions, idea generation, and new product discovery. But despite these online initiatives having a positive impact, business have not yet harnessed their true potential, according to a survey by Deloitte.
... read more
BRIEFING: Thrifty joins the Rapid Rewards programme (22 Jul 2008)
Southwest Airlines has signed Thrifty Car Rental as the latest preferred partner for its Rapid Rewards frequent flyer programme. The partnership with Thrifty allows Rapid Rewards to acquire new members from Thrifty and to build additional brand loyalty with co-branded promotions. Until 31st ...
... read more
NEWS: T.G.I. Friday's launches guest rewards scheme (21 Jul 2008)
Following a soft launch that automatically enrolled over 300,000 of T.G.I. Friday's best guests in a new loyalty programme, the restaurant group has officially launched its 'Give Me More Stripes' guest recognition programme across the US.
... read more
BRIEFING: Customer feedback conference set for September (21 Jul 2008)
From 22nd to 25th September 2008 in Georgia, USA, the Customer Feedback Week 2008 conference will help delegates form a starting point for feedback-based corporate and marketing strategies. By leveraging the 'voice of the customer', marketers can quickly improve the overall customer experience ...
... read more
NEWS: Brands investing in loyalty instead of offers (17 Jul 2008)
A major transformation is taking place in the way in which branded consumer goods companies are building direct bonds between themselves and consumers, according to a new white paper from Loyalty Lab.
... read more
NEWS: Sainsbury's gains from LMG's data analytics (15 Jul 2008)
A data analytics tool from the UK-based Nectar operator, Loyalty Management Group, which allows companies to gain additional insights into product sales has been launched within Sainsbury's supermarkets, and a number of other UK FMCG brands are reported to have also signed up.
... read more
BRIEFING: Loyalty World to focus on latest loyalty ideas (15 Jul 2008)
From 23rd to 26th September this year, the Loyalty World 2008 conference in London, UK, promises to bring together industry leaders for the sixth year running to discuss the future of loyalty-based marketing. Senior executives from Europe's leading brands will explain how to harness the power of a ...
... read more
NEWS: Nectar offers a summer holiday prize (14 Jul 2008)
In the UK, the popular Nectar coalition loyalty programme has recently unveiled its main promotion for 2008 in the form of its new 'Swipe for Sun' campaign, which was opened to the public earlier this month.
... read more
BRIEFING: Air Miles Canada's operator rebrands itself (14 Jul 2008)
The Canadian loyalty marketing firm Alliance Data Loyalty Services, which operates the Air Miles Reward Programme, has announced a corporate change of name, to become LoyaltyOne . The newly branded company remains a wholly owned subsidiary of Alliance Data Systems Corporation (ADS), and the new ...
... read more
NEWS: How contact centres can drive greater satisfaction (11 Jul 2008)
The ability of customer service representatives in call centres to resolve customer problems and complaints is a critical driver of customer satisfaction, loyalty, and word-of-mouth recommendations, according to CFI Group's second annual Contact Centre Satisfaction Index (CCSI).
... read more
BRIEFING: The effect of long checkout queues on loyalty (11 Jul 2008)
A study conducted by MARC Research reveals that one in ten shoppers was frustrated enough to leave a checkout line if the wait was too long. The study, which was originally conducted in early 2007, was recently revisited to see if shopper's attitudes toward checkout lines had changed. Results were ...
... read more
NEWS: Have loyalty platforms caused commoditisation? (10 Jul 2008)
Aberdeen Group and The Wise Marketer recently conducted a survey of retail customer loyalty and commitment strategy, and found that while 93% of retailers run a loyalty programme for their web site, stores, or catalogue customers, nearly three-quarters reported very little improvement compared to their competitors.
... read more
BRIEFING: LL Bean adds Visa card to loyalty scheme (10 Jul 2008)
In the US, LL Bean and Barclays have launched a new LL Bean Visa credit card, which rewards customers with Coupon Dollars that can be put toward LL Bean merchandise. When card members have earned ten coupon dollars, a US$10 coupon will be sent to them automatically via their account statement ...
... read more
NEWS: PayBack boosts rewards with Olympic medals (9 Jul 2008)
The popular German coalition loyalty programme, PayBack, has announced details of its new 'Collect Gold Points' campaign for the Summer Olympics, through which members will earn extra loyalty points when German athletes win Olympic medals.
... read more
NEWS: Loyalty without commitment - a dangerous trap (8 Jul 2008)
Current loyalty marketing practices are aimed at retaining the most valuable customers but they often disregard medium- and low-value customers who have been faithful to the brand for a long time, according to Dr Enrico Tronchin, head research and development analyst at The Customer Equity Company.
... read more
NEWS: Is loyalty on the cusp of a major revolution? (7 Jul 2008)
Something radical is happening in the loyalty industry according to Oracle Corporation loyalty expert Natalie Kouzeleas, who warns that widespread internet adoption and the social networking phenomenon, coupled with the decline of television, means that loyalty programme owners and operators already need to re-evaluate their programmes to innovate at the same pace as consumers.
... read more
BRIEFING: Nashua Mobile joins the eBucks coalition (7 Jul 2008)
The South African loyalty coalition, eBucks, has announced its latest partner, Nashua Mobile. With immediate effect, eBucks members can earn up to 10% back (in eBucks - R1 is worth eB10) every month when they take out a new 24 month contract or upgrade their existing Nashua Mobile contract ...
... read more
BRIEFING: Qantas overhauls loyalty scheme and benefits (7 Jul 2008)
Qantas has launched its upgraded Qantas Frequent Flyer loyalty programme, offering over 5 million members the option of using points to book any seat on any Qantas or Jetstar flight. Members now have three options for obtaining award seats: Any Seat Awards (which allows members to use points ...
... read more
NEWS: TheDrinkShop joins the iPoints loyalty party (4 Jul 2008)
The online drinks seller, TheDrinkShop.com, has become the latest brand to join the Maximiles-operated online loyalty coalition, iPoints, in order to help boost its online sales, customer retention and acquisition.
... read more
BRIEFING: RBS Lynk to help restaurants build loyalty (4 Jul 2008)
Chockstone, a provider of loyalty marketing technology, and RBS Lynk, the US payment processing arm of the Royal Bank of Scotland Group, have partnered to provide loyalty services to RBS Lynk restaurant merchants. As part of the agreement, Chockstone has become the recommended loyalty processing ...
... read more
BRIEFING: Points enhances consumer web sites (3 Jul 2008)
Points International has enhanced its Points.com and GPX web sites by providing new tools and products, setting the stage for continued enhancements to GPX, a peer-to-peer trading platform between loyalty programmes. The changes make it easier for users to track, manage and realise the value of ...
... read more
BRIEFING: Best Western gives away 1m loyalty points (3 Jul 2008)
In the US, a Los Angeles resident has won 1 million Best Western Rewards points in the hotel chain's Points for Free video contest, which tapped into Generation X's office workers' high school nostalgia and asked entrants to decorate their break-room water cooler in the spirit of the 1980s, then ...
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NEWS: Ukrop's rewards loyal customers with cheaper fuel (1 Jul 2008)
In the US, two family-owned businesses, Ukrop's & Uppy's, have launched a new fuel savings programme called 'FuelPerks!' in Richmond, Virginia, to offer customers the chance to save anything from ten cents to several dollars per gallon based on their Ukrop's grocery purchasing behaviour.
... read more
BRIEFING: Sprint offers SMEs a new loyalty scheme (1 Jul 2008)
Sprint has launched Business Premier, a customer loyalty programme for all Sprint Nextel small and medium-sized business customers. It offers rewards and added services and benefits. After being automatically enrolled, SME customers receive benefits such as: special recognition and rewards for ...
... read more
BRIEFING: Aeroplan's reorganisation plans approved (1 Jul 2008)
At Aeroplan Income Fund's annual and special meeting held recently in Toronto, Canada, unit holders of the fund approved the previously announced plan of arrangement in which the fund's income trust structure will be reorganised into a growth oriented, dividend-paying, global loyalty management ...
... read more
BRIEFING: Hong Kong: promotional e-mail boosts brand loyalty (27 Jun 2008)
A survey conducted by Epsilon and Return Path has found that e-mail marketing resonates strongly with consumers across the Asia Pacific region and, alongside traditional media, is fast becoming one of the key ways to reach consumers. Nearly one in three respondents (32%) said that they would ...
... read more
NEWS: Netherlands supermarket trials finger-tip payments (26 Jun 2008)
In the Netherlands, payment processor Equens and supermarket chain Albert Heijn have announced a six month pilot programme with biometric fingertip payments provider Tip2Pay.
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NEWS: Satisfaction index shows shift to e-consumerism (25 Jun 2008)
Overall e-retail customer satisfaction has increased to 79% in May 2008, suggesting a continuing shift toward online shopping habits, according to the E-Customer Service Index (e-CSI) from the Interactive Media in Retail Group (IMRG), eDigitalResearch, and the Maximiles-operated online loyalty coalition iPoints.
... read more
NEWS: Good service beats a loyalty scheme, Canadians say (24 Jun 2008)
Canadian consumers are increasingly demanding good customer service, even in preference to a good customer loyalty or rewards programme, according to the second annual TD Canada Trust Customer Loyalty Poll.
... read more
BRIEFING: Aeroplan launches a rewarding online mall (24 Jun 2008)
Aeroplan has launched the Aeroplan eStore , featuring more than 10 product categories and over 70 retailers. Aeroplan members can now earn miles as they shop at retailers including Dell Canada, Toys R Us, TigerDirect.ca and Chapters Indigo, accessed through the Aeroplan eStore. They can search by ...
... read more
NEWS: Pigsback enters the UK High Street with Reward (23 Jun 2008)
Pigsback.com, an online community that rewards consumers for various brand-related interactions and activities, has partnered with loyalty management firm Reward to launch a High Street loyalty programme in the UK.
... read more
BRIEFING: eBucks coalition achieves carbon neutrality (23 Jun 2008)
After planting 1938 indigenous trees, South African coalition loyalty programme, eBucks, has achieved carbon neutrality, confirmed by The Carbon Standard. In 2007 eBucks' carbon footprint was 422 tons of carbon; by planting the trees it offset 621 tons. Some 4,500 trees, shrubs and grasses from ...
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BRIEFING: Upromise & Mall Networks offer comparison shopping (23 Jun 2008)
Upromise, an online rewards service that helps families earn money toward their childrens' college funds, has deployed Mall Networks 3.0 to power enhanced search and personalised comparison shopping on its online shopping mall. Optimised for merchant-funded loyalty programmes, the comparison ...
... read more
NEWS: Chase unveils new banking loyalty programme (19 Jun 2008)
In the US, Chase has announced a wide-ranging package of loyalty rewards under the banned 'Chase Exclusives' to help encourage its cheque account customers to expand their relationship with the bank.
... read more
BRIEFING: TAM & Air Canada FFPs set to reciprocate (19 Jun 2008)
The airlines TAM and Air Canada are proposing to implement a codeshare agreement as well as reciprocal frequent flyer mileage accumulation for members of both carriers' loyalty programmes, TAM Fidelidade and Aeroplan . The arrangement is intended to offer increased services for customers ...
... read more
BRIEFING: iPoints coalition adds healthy new partners (18 Jun 2008)
Petmeds.co.uk has joined the Maximiles-operated iPoints.co.uk loyalty programme, with a view to increasing sales frequency and value of orders from its website by rewarding its 100,000 customers for their purchases. This brings the number of retailers participating in iPoints to thirty. In ...
... read more
NEWS: Canadian regional airline launches loyalty scheme (17 Jun 2008)
The Canadian regional airline, Porter Airlines, has announced the launch of a frequent flyer programme entitled 'VIPorter' to provide new benefits for its frequent users.
... read more
BRIEFING: Air Miles Canada's loyalty mall signs WeightWatchers (17 Jun 2008)
AirmilesShops.ca, Air Miles Canada's online shopping mall, has added WeightWatchers.ca to its list of 100+ brand name stores and services where cardholders can shop online. Collectors earn 10 bonus Air Miles reward miles when they sign up online for a membership at WeightWatchers.ca. According to ...
... read more
BRIEFING: CAA & Petro-Points to reward Ontario drivers (17 Jun 2008)
Petro-Points and the CAA have signed up to allow drivers in Ontario to become joint members of both. Joint members will earn 20% more Petro-Points on all fuel and convenience store purchases at Petro-Canada retail stations, and also receive 1000 bonus points on becoming joint members. The CAA has ...
... read more
NEWS: Colloquy launches a US retail loyalty index (16 Jun 2008)
The US-based loyalty marketing consultancy and publisher Colloquy has launched a national Retail Loyalty Index, with the first report ranking Costco as American consumers' favourite choice for loyalty in the grocery, personal care and mass merchant categories, and Macy's as leader among department stores.
... read more
BRIEFING: US Airways charges frequent flyers for rewards (16 Jun 2008)
US Airways is implementing more cost saving initiatives, including the introduction of a US$15 fee for the first item of baggage checked in by low fare, base loyalty tier passengers. The Dividend Miles programme will also be adjusted: a new award redemption processing fee will be placed on all ...
... read more
NEWS: Alliance Data opens customer analytics unit (13 Jun 2008)
With an increasingly fierce atmosphere of retail competition, Alliance Data Loyalty Services has launched a new customer analytics business called Precima to help retailers more easily identify customer needs and motivations.
... read more
BRIEFING: Satmetrix to build new WesCorp loyalty scheme (13 Jun 2008)
Satmetrix has been contracted to enable Western Corporate Federal Credit Union (WesCorp) to integrate and deploy an enterprise-wide loyalty programme. The organisation-wide programme will combine on-demand technology with Net Promoter best practices. When deployed, WesCorp will be able to collect ...
... read more
BRIEFING: Mobile service providers risking their loyalty (12 Jun 2008)
A global survey of service providers in the wireless, wireline and cable markets found that service providers acknowledge that rapid time to market for new services is critical to delivering a more competitive customer experience. But the survey, which was sponsored by Amdocs, also revealed that ...
... read more
BRIEFING: AT&T launches small business rewards card (11 Jun 2008)
AT&T and Citi Group have launched a new 'AT&T Universal Business Rewards Card' , which rewards small business owners for their purchases and provides the business owner with a 24-hour personal business assistant and a medical benefits programme. Cardmembers earn 5 points for every US$1 spent on ...
... read more
NEWS: Why financial service customers intend to churn (10 Jun 2008)
Customer loyalty to the financial services sector has dropped significantly, according to a transatlantic survey by communications firm Thunderhead, which found that two-thirds of customers are considering swapping their insurance or banking providers during 2008.
... read more
BRIEFING: Parenting Group's new subscriber loyalty scheme (10 Jun 2008)
The Parenting Group, publisher of Parenting and Babytalk magazines, has launched a subscriber rewards programme called Parenting Privileges. The programme rewards families with up to 20% in cash-back rewards from online retailers including ToysRUs.com, Target.com, Diapers.com, and ...
... read more
NEWS: South African airline launches loyalty club (9 Jun 2008)
The South African low-fare airline Kulula has launched a new customer loyalty programme called the 'Jetsetter Club', offering members the opportunity to earn Kulula Moolah 'money' that is redeemable for any Kulula flight at any time.
... read more
BRIEFING: New US car dealer loyalty platform launches (6 Jun 2008)
OneCommand, a provider of preference-based, automated multi-channel marketing solutions for the automotive industry, has added a loyalty programme platform to its existing relationship marketing offering to help identify customers in each car dealer's database who are not loyal, and to help ...
... read more
BRIEFING: Parking industry gains new loyalty platform (6 Jun 2008)
Federal Signal Corporation's Safety and Security Systems Group has launched a turn-key loyalty platform called Platform Rewards to enable the company's clients in the transportation and parking industries to strengthen their customer relationships and drive incremental revenues. The web-based ...
... read more
BRIEFING: Retirement planners offered new loyalty scheme (5 Jun 2008)
In the US, Securian Retirement has announced the launch of a new reward programme for retirement plan advisors, called Experience More! , offering the company's best advisors access to various additional services that are not ordinarily available to them. According to Vincent Giordano, vice ...
... read more
BRIEFING: Points.com enhances Amex Membership Rewards (5 Jun 2008)
American Express is to use Points.com's technology to support its Membership Rewards bonus points programme in order to offer enhanced capabilities, including enabling merchants to offer bonuses to specific American Express cardmembers. American Express already participates in the Points.com ...
... read more
BRIEFING: Aloft hotels offer quadruple Starpoints (3 Jun 2008)
Starwood Hotels & Resorts Worldwide and Aloft Hotels (the eighth brand to join the Starwood Preferred Guest loyalty programme) are to award 8 Starpoints for every US$1 spent when registering and booking and stay at any Aloft hotel until the end of 2008. Preferred Guest members currently earn 2 ...
... read more
BRIEFING: Aeroplan to become Groupe Aeroplan Inc. (3 Jun 2008)
Subject to various conditions being met, Aeroplan Income Fund is proposing to reorganise into a public corporation which will be named Groupe Aeroplan Inc . On completion of the reorganisation, existing unit holders will become Groupe Aeroplan shareholders instead. The conditions include approval ...
... read more
BRIEFING: UK's Green Rewards scheme set to go public (2 Jun 2008)
The UK-based green loyalty programme, Green Rewards , which has been more than a year in planning, is set to launch on 16th June 2008. The programme will offer a web-based shopping mall containing major online retailers and over 500 ecologically-reviewed green products. Green Rewards Points ...
... read more
BRIEFING: Strategies for 'single purchase' customer loyalty (2 Jun 2008)
Four goals and strategies are presented in a white paper from US-based loyalty and CRM systems provider, Loyalty Lab, with the aim of helping businesses whose customers exhibit the so-called "one and done" spending pattern (for example, specialty catalogues, luxury suppliers and apparel ...
... read more
NEWS: Customer retention is vital to e-retail survival (30 May 2008)
Repeat business is an increasingly important opportunity for e-retail marketers to increase their revenues and bottom line profits, and e-mail techniques for boosting loyalty are now critical, according to the quarterly MarketLive Performance Index which examined the performance of almost 100 online retailers.
... read more
NEWS: Are personal relationships the best model for loyalty? (29 May 2008)
A white paper from Ipsos MORI Loyalty has studied the extent to which the metaphor of personal relationships can be applied to interactions between individual consumers and companies, focusing on the customer relationship from the viewpoint of the customer rather than the supplier.
... read more
BRIEFING: GSN reports success of loyalty-based ads (29 May 2008)
The Grocery Shopping Network's (GSN) proprietary personalisation engine, launched in May 2005, now claims to be providing more than 7 million household-specific adverts each week for clients including Giant Food Stores of Carlisle, Kings Supermarkets, Niemann Foods, Ukrop's, and others. Its ...
... read more
BRIEFING: Borders' concept store to pamper customers (29 May 2008)
The US-based bookseller Borders is to open a 25,000 square foot concept store in Baton Rouge, in the Mall of Louisiana's newly constructed open-air wing, The Boulevard. The store will be one of 14 concept stores that Borders will open during 2008. Borders concept stores bring together digital and ...
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NEWS: Could brand clubs be the future of customer loyalty? (27 May 2008)
Loyalty schemes have proven to be a success in the UK, with the number of programmes having increased two and a half times in the past ten years, according to industry analysts. However, research from Arvato Loyalty Services suggests that the future of the loyalty industry might lie in brand clubs.
... read more
BRIEFING: City payment card offers instant rewards (27 May 2008)
Parcxmart Technologies and the City of Fort Lauderdale have signed a five year contract to issue the Fort Lauderdale City Card, beginning late this summer and powered by Parcxmart. It is hoped that the card may grow into a regional programme throughout southern Florida. The card is said to be ...
... read more
BRIEFING: Loyalty Lab partners with Equifax for better CRM (27 May 2008)
Loyalty Lab and Equifax Database Services have formed a strategic partnership to give consumer brand marketers expanded CRM solutions. Financial services and travel and retail clients, among others, gain access to the combined strength of Loyalty Lab's technology and Equifax's data and marketing ...
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NEWS: Loyalty data drives the most relevant offers (26 May 2008)
When it comes to directing targeted and relevant offers to customers, retail sectors currently fare better than financial services, and this finding correlates strongly with the penetration of loyalty programmes - which are often the main vehicle for understanding customers' value and spending patterns - according to a research report by GI Insight.
... read more
BRIEFING: Givex launches SKU-based loyalty platform (26 May 2008)
Givex has launched an SKU loyalty programme at the Restaurant Association Show in Chicago, USA. An enhancement to Givex's current Points-to-Dollar loyalty programme in which loyalty card holders earn points with every purchase, the new programme allows merchants to reward customers for purchasing ...
... read more
BRIEFING: Survey to uncover retail customer loyalty needs (26 May 2008)
The Wise Marketer and Aberdeen Group would like you to help, having partnered to conduct a large-scale Customer Loyalty Benchmark survey, examining the customer loyalty needs of retailers, and factors that contribute toward long-term customer relationships and customer advocacy. In return for ...
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NEWS: LoyaltyMatch launches non-profit online fundraiser (23 May 2008)
LoyaltyMatch.com, an online marketplace for loyalty programme miles and points collectors, is now helping non-profit causes on both a national and local level to raise funds through a new service called 'LoyaltyMatch Community Commerce'.
... read more
BRIEFING: PayBack's travel web site wins praise for value (23 May 2008)
In its recent survey of 27 travel websites, the German Institute for Service Quality concluded that the Payback-Reisen.de, Start.de and Weg.de web sites offered the best value for travel purchases. The study was carried out on behalf of television magazine TV14 and analysed the service quality and ...
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BRIEFING: Choice Privileges offers summer bonus points (23 May 2008)
Members of Choice Hotels International's Choice Privileges frequent guest loyalty programme who book online through the ChoiceHotels.com web site will earn 1,000 bonus points between 1st June and 14th August 2008, for qualifying stays at MainStay Suites, Suburban Extended Stay Hotel, Econo Lodge ...
... read more
NEWS: Retailer's loyalty data provides clustered insights (21 May 2008)
In the US, Stop & Shop has expanded its use of the Loyalty Analytics Assortment Planner solution from Information Resources Inc (IRI) to help create more customer-centric product assortments in both Stop & Shop and Giant Food stores, using store clusters based on customer loyalty programme data.
... read more
NEWS: The benefits of an FFP in times of recession (20 May 2008)
The consumer experience network Hip Digital Media has conducted a survey with frequent flyer loyalty experts from Airline Information to examine the strategic aims and challenges affecting frequent flyer programmes, with one surprising finding being that many marketers feel that FFPs can be 'recession proof'.
... read more
BRIEFING: Hilton HHonors runs summer offer with Budget (20 May 2008)
Members of the Hilton HHonors loyalty programme will be able to earn HHonors points and receive up to 20% off when they rent from Budget Rent A Car throughout Summer 2008. Members can earn up to 2,000 HHonors bonus points for renting a car at participating Budget locations in the US or Canada ...
... read more
BRIEFING: Smarter service for Boots Advantage Card members (20 May 2008)
The UK health and beauty retailer, Boots, is to provide a natural speech self-service system for its Advantage Card customer loyalty programme, which now claims more than 15 million active card holders in the UK and Republic of Ireland. The new service will use Intervoice's Voice Portal (IVP) ...
... read more
NEWS: Angus & Robertson launches book loyalty scheme (19 May 2008)
The Australian bookseller Angus & Robertson has launched a new customer loyalty programme called 'Angus & Robertson Rewards' using the thermochromic GraphiCard loyalty platform from Visible Results.
... read more
BRIEFING: eBucks offers 25% rebate on Kulula flights (19 May 2008)
The South African coalition loyalty programme, eBucks, is offering its members a 25% rebate with the domestic budget airline, Kulula, for all flights booked through eBucks' online travel booking engine during May 2008 (for flights completed during May and June 2008). The rebate is credited back ...
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NEWS: Cisco rolls out new distributor rewards scheme (16 May 2008)
Cisco Systems has launched a new Distributor Rewards Programme using the Lifecycle Marketing Platform provided by on-demand loyalty software provider RewardStream, with the aim of driving distribution channel sales.
... read more
NEWS: Customer experiences still being mismanaged (15 May 2008)
Despite the fact that building customer loyalty through a better customer experience is high on most companies' agenda, many are failing to clearly understand customer expectations and therefore deliver what is needed and wanted, according to Strativity Group's latest Customer Experience Management Global Benchmark study.
... read more
NEWS: Huge potential remains for debit card loyalty (14 May 2008)
Considering the proliferation and variety of loyalty and reward programmes in the financial services sector, it is surprising that debit card rewards programmes are still not very common, according to a survey report from marketing research firm Synergistics.
... read more
NEWS: Aeroplan aims to convert into a corporation (13 May 2008)
Aeroplan Income Fund has announced that it has received board approval to reorganise its income trust structure into a growth oriented, dividend paying, global loyalty management public corporation. The reorganisation, however, is still subject to unit holder and regulatory approvals.
... read more
BRIEFING: Australian bookseller unveils loyalty scheme (12 May 2008)
Australian bookseller, Angus & Robertson, has launched a customer loyalty programme. Members will earn one point for every dollar they spend in-store. When they reach 100 points, members are automatically rewarded with a Aus$5 gift voucher. The programme also gives customers the chance to win a ...
... read more
BRIEFING: Jet Airways joins Asia Miles (9 May 2008)
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 ...
... read more
NEWS: Technology to help fulfil shoppers' real needs (8 May 2008)
The internet is driving both sales and feedback from shoppers who traditionally preferred bricks and mortar stores, according to Colin Harper of Storecheck Marketing, who explains why a lack of this kind of positive change usually represents a failure on the part of the marketing department.
... read more
BRIEFING: MySupermarket extends iPoints partnership (8 May 2008)
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 ...
... read more
NEWS: US supermarkets' loyalty participation rates (7 May 2008)
Food retailers in the US are using technology in innovative ways to remain competitive, meet consumer demands, build customer loyalty, and become more efficient, according to a report from the Food Marketing Institute.
... read more
BRIEFING: Report examines leading loyalty scheme features (7 May 2008)
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 ...
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NEWS: Football club adds loyalty to membership cards (6 May 2008)
The Portuguese football club 'Sporting Lisbon FC' has recently contracted loyalty agency ICLP to update and reinvent its existing club membership card to include a new loyalty platform.
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BRIEFING: Loyalty scheme fatigue reaches a new level (6 May 2008)
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 ...
... read more
NEWS: Green marketing to drive more campaigns online (5 May 2008)
Compared to the world of direct mail, the internet is likely to be home to increasing amounts of carefully targeted and environmentally-friendly marketing campaigns, according to Guy Westlake of brand marketing firm Vignette.
... read more
BRIEFING: Nectar adds new racecourse rewards (5 May 2008)
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 ...
... read more
BRIEFING: Air China & AirPlus offer new payment option (2 May 2008)
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 ...
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NEWS: Study links brand loyalty to customer care (1 May 2008)
As social media usage becomes increasingly ubiquitous, affluent consumers are now using social media channels to share their personal customer service experiences and learn about others' experiences when making purchase decisions, according to a study from the Society for New Communications Research.
... read more
BRIEFING: Unlimited messaging aids mobile network loyalty (1 May 2008)
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 ...
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NEWS: New insights into payment card loyalty (30 Apr 2008)
This year's Card Forum and Expo in Florida focused on the US credit card and payments business, provide new insights into topics such as customer loyalty, de-coupled debit, and identity theft, according to The Wise Marketer's US contributing editor, Bill Hanifin.
... read more
NEWS: Marketers still 'flying blind' with customer data (24 Apr 2008)
An ongoing lack of customer data sharing, integration and insight is negatively affecting many companies' competitiveness, customer retention rates, revenue and profitability, according to a study by the CMO Council, Computer Sciences Corporation, IBM, and D&B.
... read more
BRIEFING: How restaurant managers can impact guest loyalty (24 Apr 2008)
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 ...
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NEWS: Study uncovers the main drivers of B2B loyalty (23 Apr 2008)
There are several drivers that motivate and cause genuine business-to-business (B2B) customer loyalty, according to a study by the Corporate Executive Board's Marketing Leadership Council and Marketing Leadership Roundtable, which identified the main factors involved.
... read more
BRIEFING: eBucks donates 2,500 trees to housing project (23 Apr 2008)
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 ...
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NEWS: Credit card loyalty must adapt, experts warn (22 Apr 2008)
Although rewards programmes have been effective tools for credit card issuers for almost 25 years, drastic changes to the US economy have made many current programmes less relevant to consumers, according to a 'ViewPoint' report from Tower Group.
... read more
BRIEFING: Broadway officially adopts Audience Rewards (22 Apr 2008)
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 ...
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BRIEFING: UK loyalty schemes grew 250% over ten years (22 Apr 2008)
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 ...
... read more
NEWS: Making or breaking the emotional loyalty bond (21 Apr 2008)
Customer loyalty is usually a very emotional thing - a feeling of being valued and recognised, or an attachment to a brand or product that has personal meaning, and businesses should adopt more emotional approaches to build loyalty to their brands, according to Dan Hill, president of emotional strategy firm Sensory Logic.
... read more
BRIEFING: Reward Paths targets US loyalty market (21 Apr 2008)
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 ...
... read more
BRIEFING: EcoPerks loyalty scheme aids green living (21 Apr 2008)
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 ...
... read more
BRIEFING: Amex launches travel rewards credit card (18 Apr 2008)
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 ...
... read more
NEWS: NPS benchmarks loyalty in four markets (17 Apr 2008)
Satmetrix has published a series of benchmark reports covering the financial services, telecommunications, technology, and online services sectors, in which the Net Promoter Score (NPS) for is measured and compared for various products and services, revealing market leaders with the highest customer loyalty and organic growth potential.
... read more
NEWS: Vesdia adds new brands to merchant network (16 Apr 2008)
Vesdia, a provider of loyalty marketing services, has announced the continued growth of its merchant-funded loyalty rewards network, with the addition of shopper rewards with ADT Home Security by Security Choice, DirectTV, Hard Rock Cafe, and Golfsmith.
... read more
BRIEFING: Best Western courts Harley-Davidson riders (16 Apr 2008)
More than 1,000 Best Western hotels in the US and Canada have been identified as "rider-friendly" part of a multi-year agreement between Best Western and the Harley-Davidson Motor Company to bring travel benefits to Harley-Davidson enthusiasts. Those hotels now offer motorcycle riders special ...
... read more
NEWS: UK football fans to show loyalty with TeamCards (15 Apr 2008)
Celtic Football Club has become the first in Scotland to introduce the 'TeamCard' loyalty programme and key fobs to its fans, by releasing key fob sets to fans as a retail item via the club's shops.
... read more
BRIEFING: Dream Rewards and Disney offer kids rewards (15 Apr 2008)
The US bookseller Borders has recently unveiled a new Dream Rewards contest with Disney Publishing Worldwide. Members of the Borders Rewards loyalty programme who have children aged 6-11 are eligible for a chance to create a brand new fairy for inclusion in an upcoming 'Disney Fairies' book, and ...
... read more
BRIEFING: HSBC & Loyalty Lab team up on merchant tools (14 Apr 2008)
Loyalty Lab and HSBC Finance's card and retail services business have formed a strategic alliance that extends advanced loyalty and customer retention marketing (CRM) capabilities to retailers that offer private label and co-branded credit cards through HSBC. The alliance means that HSBC's 70+ ...
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BRIEFING: Legoland joins the Payback programme (14 Apr 2008)
As a result of a partnership between the German coalition loyalty programme Payback and Legoland Deutschland, Payback members who visit the Legoland park in Gunzburg in Bavaria will now earn one point per euro spent on tickets. During May 2008 there will be a 500 point reward per ticket for ...
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BRIEFING: New payment card ID-based loyalty platform (11 Apr 2008)
The loyalty marketing and technology provider Chockstone has launched a new loyalty platform called 'SingleSwipe' - an identification programme that allows credit and debit card companies and merchants to tie merchant loyalty programmes to a customer's existing credit or debit card. Consumers can ...
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NEWS: Consumers plan to increase coupon usage (10 Apr 2008)
The ongoing economic downturn in North America and other developed markets appears to be creating a growth pattern in coupon usage, according to a survey by North American target marketing firm ICOM Information & Communications.
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BRIEFING: Online auction for WorldPerks members (10 Apr 2008)
Points International, owner and operator of the Points.com loyalty rewards management portal, reports that Northwest Airlines has launched a new online auction using technology developed by Points and its partner Truition. The auction allows members of WorldPerks , the Northwest frequent flyer ...
... read more
NEWS: eBucks tops financial services loyalty survey (9 Apr 2008)
In South Africa, the eBucks coalition loyalty programme has become the 'reward of choice' according to a survey by TNS Research Surveys, in which consumers were found to be more aware of First National Bank's eBucks programme than of any other bank's rewards programme.
... read more
BRIEFING: WestJet continues Air Miles Canada partnership (9 Apr 2008)
Air Miles in Canada has signed a multi-year renewal agreement with WestJet Airlines, reaffirming the airline's reward partnership and continuing to provide Air Miles collectors with the ability to redeem miles for WestJet flights. With Air Miles collectors being booked onto more than 1.2 million ...
... read more
NEWS: It's not just the loyalty data - it's how you use it (8 Apr 2008)
Although the number of North American conferences focusing on customer loyalty has dwindled over the past few years, IQPC's Customer Loyalty Summit in Texas, USA, provided several useful insights, according to The Wise Marketer's US contributing editor, Bill Hanifin.
... read more
BRIEFING: Marriott Rewards says 'redeem for anything' (8 Apr 2008)
Marriott Rewards, Marriott International's hotel guest loyalty programme, is granting wishes with its 'Redeem for Anything' programme. Members can now create their own personalised rewards and redeem points for almost anything they want. The new programme is available to all Silver, Gold and ...
... read more
BRIEFING: Budweiser launches loyalty credit card (8 Apr 2008)
US Bank and Anheuser-Busch have partnered to offer a new Budweiser Rewards Visa Platinum credit card in the US, providing cardmembers with the opportunity to earn points toward gift cards that are redeemable for Anheuser-Busch merchandise. Cardmembers earn 3 Specialty Rewards points for every ...
... read more
NEWS: Two key factors for e-retail loyalty & satisfaction (7 Apr 2008)
Customer contact and delivery have become the two main areas in which online retailers need to improve in order to capitalise on customer loyalty and brand satisfaction, according to an e-retail benchmarking study from eDigitalResearch.
... read more
BRIEFING: UK-based green loyalty scheme launches in USA (7 Apr 2008)
After launching in the UK in October 2007, the 'Smartly Green' loyalty programme is launching in the US. According to co-founder Harvey Jones, the move is in response to requests from merchants and members in America. Half of the funds raised through net commissions paid to smartlygreen.com by the ...
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BRIEFING: Keiningham & Aksoy to explain their 'loyalty cure' (4 Apr 2008)
At an event to be held in London in May, Timothy Keiningham and Lerzan Aksoy are to explore how loyal people are - and what difference it makes - and update delegates on the latest thinking, including the "Loyalty Myths" that businesses need to be mindful of, the debate on the Net Promoter Score ...
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BRIEFING: Communication beats pay for keeping staff loyal (3 Apr 2008)
When it comes to retaining employees in tough economic times, pay raises are overrated. According to the 2008 Management Action programmes (MAP) Quarterly CEO Survey conducted by Vantage Research, money isn't the "end all, be all" when it comes to employee loyalty and retention. Open ...
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NEWS: Net Promoter shows word-of-mouth's value (2 Apr 2008)
Word-of-mouth is one of the most powerful and trusted marketing sources, and brand promoters may be worth more than was previously thought, according to a study by Satmetrix Systems of the financial impact of positive and negative customer word-of-mouth.
... read more
BRIEFING: Aloha Airlines' loyalty programmes to continue (2 Apr 2008)
Aloha Airlines has announced that it has received US Bankruptcy Court approval to continue operating as usual and has been authorised to honour all existing reservations, take new bookings, and operate all its flights, air cargo business and ground-handling services for other airlines. Its loyalty ...
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NEWS: How 'transpromo' can improve on relationships (1 Apr 2008)
Attracting and retaining customers has never been more important to a company's bottom line and overall financial health, particularly in today's challenging economic climate, according to StreamServe's president, Chris Stone, who explains here how to use trans-promotional messaging to close the gaps between a company and its customers.
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NEWS: Customers seek more 'brand customisation' (31 Mar 2008)
The convergence of two branding trends has converted into an increased consumer desire for more customised product and service offerings, according to Robert Passikoff, president of Brand Keys Inc.
... read more
BRIEFING: LINDA extends PayBack partnership 'indefinitely' (31 Mar 2008)
The existing partnership between LINDA pharmacies and the German coalition loyalty programme, PayBack, is to continue, having been extended "indefinitely". According to Wolfgang Simons, president of the Marketing Association of German Pharmacists (which created the LINDA brand of pharmacies) ...
... read more
BRIEFING: Green Rewards continues UK launch preparation (28 Mar 2008)
Having recruited a chairman from Unilever, the start-up green loyalty operator 'Green Rewards' (see ) has appointed a new managing director from Procter & Gamble. Stephen Carson is to join the business in April 2008 from his role as business unit leader and associate marketing director for the ...
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NEWS: South Africa: eBucks goes even greener (27 Mar 2008)
A giant, indigenously-planted, eco-friendly maze containing nearly 2,500 trees and shrubs has appeared in the heart of Johannesburg, South Africa, as the coalition loyalty scheme eBucks celebrated the awarding of R1 billion worth of eBucks (approx. US$123 million) to date.
... read more
BRIEFING: E-retail satisfaction remains high, study finds (26 Mar 2008)
Interactive Media in Retail Group (IMRG) has released the results of its E-Customer Service Index (e-CSI), which benchmarks e-retail customer satisfaction in a joint venture with eDigitalResearch and Maximiles-operated online loyalty coalition iPoints.co.uk. Overall e-retail customer satisfaction ...
... read more
NEWS: Key factors for building strong FFP relationships (25 Mar 2008)
Building stronger relationships with frequent flyers is a business challenge that has faced airlines since 1914 when the first scheduled commercial airline, the St. Petersburg-Tampa Air Line, took its first passenger into the air. Today a study by Carlson Marketing and Peppers & Rogers Group has identified ten current keys to FFP success.
... read more
BRIEFING: Starbucks' new loyalty scheme & e-community (24 Mar 2008)
At Starbucks' recent annual meeting of shareholders, chairman, president and CEO Howard Schultz announced a number of initiatives intended to transform the customer experience and reinforce a strong foundation on which to grow. Among others were the announcement of the first phase of a Starbucks ...
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BRIEFING: Kroger adopts AOL's online coupon service (21 Mar 2008)
AOL's new 'Shortcuts' service for paperless online couponing has been launched to offer US grocery shoppers a way to save money by linking online coupons to retail loyalty cards. The first retail partner to endorse the programme is Kroger, including local brands such as Ralphs, King Soopers, and ...
... read more
NEWS: Are mobile coupons gaining popularity at last? (20 Mar 2008)
Some 30% of consumers surveyed by JupiterResearch said that they were interested in receiving coupons on their mobile phone, despite the fact that only 1% of advertisers have yet adopted the technique.
... read more
NEWS: Consumers enthusiastic about new technologies (18 Mar 2008)
The emphasis placed by European consumers on choice, convenience and flexibility in the shopping experience presents a good opportunity for retailers to capitalise on the power of technology and innovation, according to a report by Visa Europe.
... read more
BRIEFING: iNowTV to pay viewers for watching adverts (18 Mar 2008)
CEO America, the US licensee for the Creditz digital currency, has signed a licensing and marketing agreement with internet-based TV channel iNowTV.com to provide Creditz for use by iNowTV's advertisers. iNowTV will now accept Creditz as a form of online and mobile micro-payment, and will also pay ...
... read more
BRIEFING: Spirit Airlines' FFP launches online mall (17 Mar 2008)
Mall Networks, a provider of merchant-funded loyalty shopping systems, has announced the launch of Spirit Airlines' new Free Spirit online mall, where the airline's frequent flyer programme (FFP) members are rewarded for shopping with special promotions, discounts, and mileage rewards at more ...
... read more
NEWS: Commoditised FFPs to find their value in data (13 Mar 2008)
Airline loyalty schemes have become commoditised, and are now a 'must have' defensive strategy that no longer differentiates the airline, according to a white paper from airline CRM software provider, IBS Software Services, which says that the true power of the FFP lies in its vast database.
... read more
NEWS: Retailers focus on integrating POS & loyalty (12 Mar 2008)
The integration of point-of-sale (POS) with multi-channel service functions, loyalty programmes, and improved payments have become the top strategic initiatives for improving retail customer satisfaction, according to a survey by Aberdeen Group.
... read more
BRIEFING: Qatar adds more FFP sign-up kiosks at Doha (12 Mar 2008)
Qatar Airways has installed extra frequent flyer enrolment kiosks at Doha International Airport as part of its commitment to provide more self-service capabilities to Privilege Club loyalty members. Each of the four airport lounges now has a kiosk which allows passengers to enrol in the airline's ...
... read more
NEWS: Factors that create loyalty to online retailers (11 Mar 2008)
Retailers plan all year long in preparation for the final six weeks of each year, and insights into how shoppers perceive the online holiday shopping experience can help retailers decide on their strategy and even predict consumer behaviour, according to ForeSee Results.
... read more
BRIEFING: Kampgrounds of America launches rewards card (11 Mar 2008)
Kampgrounds of America (KOA) has launched an online camping rewards programme, KOA Value Kard Rewards. Smart Button Associates' loyalty platform will provide KOA with the tools needed to run it. The programme will replace KOA's existing Value Kard programme, which provided 10% discounts on camping ...
... read more
BRIEFING: SCTN loyalty platform gains smarter features (11 Mar 2008)
Phoenix Technology Holdings, the licensing and operating company for SCTN, has launched System Release 10 of its incentive solution. Some major new features are: LoyaltyCentral Mobile, which builds on the LoyaltyCentral technology platform; Stock Keeping Unit Support, which allows the platform to ...
... read more
NEWS: Frequent flyers now seek miles+cash redemptions (10 Mar 2008)
The loyalty solutions provider Loylogic has conducted an online survey in conjunction with the 2008 Freddie Awards, and found that 94% of the 9,000 members of 60 frequent flyer programmes surveyed would like a flexible miles-plus-cash payment option when redeeming rewards.
... read more
BRIEFING: UK's iPoints coalition signs up gadget seller (10 Mar 2008)
Drinkstuff, a provider of online gifts and gadgets, and Maximiles UK have partnered to reward Drinkstuff's customers with a range of gifts and to boost customer acquisition. The partnership involves Drinkstuff working with the Maximiles-operated iPoints.co.uk online coalition loyalty programme ...
... read more
BRIEFING: Miller launches High Life Extras reward scheme (10 Mar 2008)
In the US, Miller has launched Miller High Life Extras, a points-based loyalty programme that allows consumers to earn reward points by buying specially marked bottles and cans of Miller High Life and Miller High Life Light. Each bottle or can in eligible packaging is worth 10 points. Consumers ...
... read more
NEWS: Rewards schemes failing to engage customers? (6 Mar 2008)
Although nearly 90% of American shoppers participate in rewards programmes to earn points, discounts, or prizes, these programmes alone don't often foster the kind of emotional connection that is needed to develop long term customer engagement, according to a survey and white paper by Allegiance.
... read more
BRIEFING: DealerMiles partners with Thanks Again (6 Mar 2008)
Members of the Thanks Again rewards programme can now earn incentive airline miles and other rewards from dealers that are part of the DealerMiles customer loyalty programme. Through the partnership, DealerMiles dealerships and the consumers using their products and services will now be able to ...
... read more
NEWS: LMG's insights unit upgrades database (5 Mar 2008)
Kognitio, a provider of business intelligence (BI) and data warehousing systems, has been contracted to supply Loyalty Management Group (LMG) with its WX2 analytical relational database management system (RDBMS) to underpin the group's recently launched Insight & Communications division.
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BRIEFING: Tivo Rewards programme set to close (5 Mar 2008)
According to an announcement from Tivo, the Tivo Rewards programme ends on 28th May 2008, and no new enrolments are being accepted. Existing members have until 28th April 2008 to earn and redeem their Tivo Points, at which time all unused points expire. Holders of the TiVo Platinum MasterCard ...
... read more
NEWS: Social media now vital to customer dialogue (4 Mar 2008)
Senior marketing executives around the world now agree that the use of social media for corporate, brand and product marketing is not a passing fad, according to research sponsored by TNS Media Intelligence/Cymfony.
... read more
NEWS: Charitable loyalty coalition aids local businesses (3 Mar 2008)
AmeriCardGold has unveiled a new fundraising programme that uses a loyalty card (the 'U-Card') to electronically raise money for community non-profit organisations while helping to boost sales for local business owners.
... read more
BRIEFING: Petro-Points adds earn & redeem travel partner (3 Mar 2008)
A partnership between Petro-Points and itravel2000 means that Petro-Points members can earn and redeem points when buying holiday packages, cruises, flights, hotels and other travel needs through itravel2000. Initially, members can "Swipe'n Win" at any participating Petro-Canada location to ...
... read more
NEWS: How 'Generation V' is changing the selling process (28 Feb 2008)
Traditional sales and marketing techniques - such as using demographic data for CRM-driven campaigns - could become irrelevant in the online world thanks to the emergence of 'Generation Virtual', according to a market trend report by IT advisory firm Gartner.
... read more
BRIEFING: NPS quantifies financial advisors' loyalty to FSIs (28 Feb 2008)
Fewer than one-third of all financial services firms providing products across five investment categories enjoy positive loyalty ratings among the advisors who sell their products. A study examining advisors' product use and loyalty across multiple sales channels conducted by Cogent Research ...
... read more
NEWS: Poor retailing drives consumers online instead (27 Feb 2008)
Poor customer service and out-of-stock products are driving shoppers out of High Street stores and into internet stores instead, according to a survey of nearly 1,000 British consumers by Accenture.
... read more
BRIEFING: PetSmart launches rewards credit card (27 Feb 2008)
PetSmart has launched a PetPerks Visa card, which allows cardholders to have a photo of their pet on the card. Applicants can upload the photo when they apply (or choose a predesigned image), and the image is printed directly onto the card. The card, issued by Washing Mutual, has no annual fee ...
... read more
BRIEFING: Hotel property management linked to FFPs (27 Feb 2008)
Software tools provider, Marker InfoComm, has released 'iHamms Direct', a solution designed to connect existing hotel Property Management Systems (PMS) and CRM or loyalty programmes directly to popular frequent flyer programmes (FFPs). The tool allows hotels to collect customer stay data for FFPs ...
... read more
BRIEFING: AirTran launches online mall for its frequent flyers (26 Feb 2008)
AirTran Airways has introduced its latest frequent flyer partner, the A+ Rewards Mall. Powered by SkyMall, this online shopping forum will allow members of AirTran Airways' A+ Rewards frequent flyer programme to earn A+ Rewards credits when they purchase items from over 90 online retailers ...
... read more
BRIEFING: Harris Interactive unveils new 'Commitment Model' (26 Feb 2008)
Harris Interactive has unveiled the 'Harris Interactive Commitment Model' in Singapore, a research framework that allows businesses to understand and measure the drivers of customer loyalty among retail and bank customers. The model implements loyalty simulators that allow businesses to accurately ...
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NEWS: The top US brands and the loyalty challenge (25 Feb 2008)
Three marketing trends that have been building for the past decade are beginning to affect consumers and brand loyalty, according to loyalty consultancy Brand Keys, which has now published its '2008 Customer Loyalty Engagement Index'.
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BRIEFING: SkyMiles joins Points.com's global exchange (25 Feb 2008)
Reward management portal operator, Points International, has added Delta Air Lines SkyMiles programme to its Global Points Exchange (GPX). SkyMiles members are now able to transfer their miles with members of other programmes within the GPX marketplace, including American Airlines' AAdvantage ...
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BRIEFING: Loylogic's network grows to over 100 partners (25 Feb 2008)
Reward services provider, Loylogic, has extended its reward offerings from 150 to over 1,000 in the past 12 months, with some three in four of the rewards being shipped internationally. At the same time, Loylogic's global reward partner network grew to over 100 partners including Apple, Azzaro ...
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BRIEFING: RewardStream unveils SaaS loyalty platform (22 Feb 2008)
The marketing automation technology firm RewardStream has announced its first software-as-a-service (SaaS) dynamic loyalty programme platform. Using a SaaS model to deploy its Lifecycle Marketing Platform (LMP), the company expects to reduce loyalty scheme implementation and upgrade times from ...
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BRIEFING: A new CRM-driven e-mail marketing platform (22 Feb 2008)
Loyalty Lab has announced the latest release of its integrated marketing platform, which now features a stand-alone e-mail product that includes integrated targeting, segmentation, and CRM capabilities at a cost that's comparable to many dedicated e-mail marketing platforms. The system features a ...
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NEWS: US credit cards increase customer retention focus (21 Feb 2008)
The saturation of the US credit card market, together with the increasing costs of customer acquisition, are leading credit card issuers to concentrate more on existing customers than ever before, according to a market report distributed by Research and Markets.
... read more
NEWS: The e-retail impact of customer reviews (21 Feb 2008)
Most online retailers are finding that product pages are the best place to put customer-generated reviews, rather than placing reviews on separate pages or sections of the e-commerce web site, according to a research paper conducted by the E-Tailing Group and sponsored by online customer review solutions provider PowerReviews.
... read more
NEWS: The Carphone Warehouse joins Nectar Business (20 Feb 2008)
Members of the UK-based B2B coalition loyalty programme, Nectar Business, now have the opportunity to earn and redeem points for landline, broadband and mobile telephone packages from The Carphone Warehouse.
... read more
BRIEFING: Auto dealer e-newsletter service goes mobile (19 Feb 2008)
IMN, which markets the 'Loyalty Driver' e-newsletter service for automotive dealerships, has added a new mobile marketing service called 'Show Your Phone' which makes it easier for consumers to obtain and redeem coupons and other special offers. Designed as an extension to the Loyalty Driver ...
... read more
BRIEFING: What are South Africa's most valuable credit cards? (19 Feb 2008)
For the second consecutive year, the Discovery and SAA Voyager credit cards were ranked first in the South African 'Value in Credit Cards' survey report from Razor's Edge Business Intelligence. The SAA Voyager Premium card is the country's most valuable stand-alone credit card, and the Platinum ...
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NEWS: Loyalty Lab targets social media engagement (18 Feb 2008)
Loyalty Lab has announced a new release of its marketing platform, featuring social media extensions aimed at recognising and responding to customer engagement activities, collecting rich customer data, targeting promotions and engaging best customers.
... read more
NEWS: Nectar eStores rewards e-shopping around (18 Feb 2008)
The eStores online shopping service of the UK-based Nectar coalition loyalty programme has launched a product comparison search engine, allowing members to compare the prices of thousands of products, and then collect Nectar points for consequent purchases.
... read more
NEWS: Firms missing the link between satisfaction and profit (15 Feb 2008)
In terms of customer service, UK companies are now lagging behind those in other developed nations as they fail to act on the link between satisfied customers and profit, according to a survey by customer satisfaction experts at The Leadership Factor.
... read more
BRIEFING: Canadian toll road awards $10m in loyalty benefits (15 Feb 2008)
The Canadian toll road operator, 407 ETR, has given out nearly Can$10 million in benefits during the first year of its rewards programme, and says it will continue to offer free kilometres and instant fuel savings to personal transponder customers who frequently use Highway 407 ETR. ETR Rewards ...
... read more
BRIEFING: Kenyan lager gets its own loyalty programme (14 Feb 2008)
East African Breweries, Diageo's East African beverage business, and Reward & Recognition Limited (R&R), have launched a loyalty programme for one of EABL's premium beer brands, Tusker Malt Lager. The Tusker Malt Access Club targets the discerning, 'techno-savvy' individual who drinks Tusker Malt ...
... read more
BRIEFING: Green Rewards added to Arvato's portfolio (13 Feb 2008)
The customer relationship marketing firm, Arvato Loyalty Services, has chosen Green Rewards as its green loyalty solutions provider. Described as the UK's first all-green loyalty programme, Green Rewards offers a range of green products, green experiences and green charity gifts that can provide a ...
... read more
NEWS: Chinese consumers churn amid flood of brands (12 Feb 2008)
Many global consumer products companies perceive China as a big, untapped consumer market where they can succeed simply by launching their products into the marketplace. But research by Boston Consulting Group (BCG) among Chinese consumers suggests that the market is not such an easy - or loyal - target.
... read more
BRIEFING: Consumers offered chance to sell loyalty rewards (12 Feb 2008)
In Canada, LoyaltyMatch has launched an online person-to-person marketplace that enables loyalty programme members (in any country) to swap or sell the rewards they earn from their loyalty programme memberships. For example, a consumer with say 35,000 FFP miles could offer to swap an airline ...
... read more
BRIEFING: Priority Club Rewards consolidates loyalty cards (11 Feb 2008)
Recognising that rewards cards are weighing down wallets across the US (recent research from Colloquy suggests that the average US household belongs to 12 loyalty programmes), Priority Club Rewards is introducing a consolidated membership card. Platinum and Gold Elite members of Priority Club ...
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BRIEFING: Employee loyalty is slipping globally (8 Feb 2008)
Workers on four continents have grown more restless over the past two years, according to a survey by global consultants BlessingWhite. Of the nearly 4,500 who participated in the study, only 58% expect to "definitely" remain with their employer through the year, down from 65% in 2006, whereas 34% ...
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NEWS: Experiential marketing growing in signficance (7 Feb 2008)
Many marketers around the world have plans to increase their usage of and spending on experiential marketing during 2008, according to a survey of marketers in the US, the UK, Europe, China and Australia, by Jack Morton Worldwide.
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BRIEFING: Double TripRewards points at Wyndham hotels (7 Feb 2008)
From February until mid-May 2008, members of Wyndham Hotel Group's TripRewards loyalty programme can earn double points (or airline or rail miles) for each hotel stay as part of the group's 'Double Points or Miles' promotion. The offer is good for up to four stays at participating Wyndham, Days ...
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NEWS: E-retail opportunities missed after checking out (6 Feb 2008)
When a customer places an order through a retailer's web site, what is the last thing they see? All too often it's just an order reference that they're asked to print out and keep in case anything goes wrong, according to Philip Williams of NetFidelity UK, who suggests that e-retailers are missing a vital opportunity.
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BRIEFING: IHG brands to offer Amex prepaid card rewards (6 Feb 2008)
Guests who stay at InterContinental Hotels Group's Staybridge Suites and Candlewood Suites extended-stay properties in February and March will get an American Express-branded prepaid card worth US$50 for each stay of five consecutive nights, up to US$200. Guests must book their stay with any ...
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BRIEFING: eBucks reports higher holiday season loyalty (5 Feb 2008)
Once again the popular South African coalition loyalty programme, eBucks, has proved to be a star performer by declaring Q4 2007 figures that are 34% up on the same period in 2006. In Q4 its members redeemed R62 million (approx. US$8.4 million) worth of eBucks. The company says that the number of ...
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NEWS: Debenhams to leave Nectar in February (4 Feb 2008)
Loyalty Management Group (LMG), the owner and operator of the UK-based Nectar coalition loyalty scheme, has announced that the department store, Debenhams, has decided not to renew its contract with Nectar when it expires on 15th February 2008. Debenhams was one of Nectar's four founding partners.
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BRIEFING: Cardtrend launches Bonus Points Card in China (4 Feb 2008)
Cardtrend International has launched its 'Bonus Point' (BP) loyalty card in the city of Guangzhou, China. The card will lead to the creation of a merchant and cardholder base, which is projected to grow significantly as loyalty programmes increasingly attract consumers in China. For the launch ...
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BRIEFING: The AA signs up with Nectar Business (4 Feb 2008)
The UK-based breakdown service provider, The AA, has teamed up with Nectar Business to reward SMEs that take out business breakdown cover. New and existing Nectar Business collectors can now earn two points per £1 spent on business breakdown cover with the AA. Points can also be collected whenever ...
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NEWS: Loyalty Driver adds e-coupons and concierge (1 Feb 2008)
IMN, the company that provides automotive dealers with the 'Loyalty Driver' e-newsletter service, has introduced two new ideas to help build customer engagement and loyalty: 'Real Coupons' and 'Concierge Content'.
... read more
BRIEFING: Creditz adds contactless payment option (1 Feb 2008)
Creditz Inc., the exclusive Canadian licensee of Creditz Digital Currency, is to add a contactless, RFID application to its electronic micro-payment and loyalty system. The Creditz RFID-enabled cards will be introduced at the upcoming Electronic Transaction Association (ETA) annual convention in ...
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BRIEFING: Satisfaction metrics depend on the question (1 Feb 2008)
In a new white paper, 'Asking the Right Questions: How to Get ROI on Customer Surveys' , Rick Tate and Julie White of Impact Achievement Group explore how companies can use customer surveys to improve the bottom line. Measuring customer behaviour - going beyond typical customer satisfaction ...
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NEWS: Loyalty schemes growing in popularity again (31 Jan 2008)
There has been continued growth in the popularity of loyalty schemes among marketers, with 41.2% of major companies now operating a loyalty scheme, according to a study from data analyst GI Insight.
... read more
BRIEFING: Emirates launches loyalty debit card (31 Jan 2008)
Emirates has launched a co-branded Emirates-Citibank Debit Card which can also be used as an ATM card in the UAE and worldwide. The card rewards users with Skywards benefits when it is used at points of sale at outlets in the UAE and abroad. Discounts and special promotions will be available to ...
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BRIEFING: GM wins Polk automotive loyalty award - again (31 Jan 2008)
GM has won the Overall Manufacturer award by showing the greatest ability to retain previous customers for a record eighth consecutive year. GM also won another six awards including honours for its Chevrolet Suburban, Silverado, Impala, Saturn ION, Pontiac Solstice and the Cadillac Escalade for ...
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BRIEFING: HHonors adds Registered Traveller reward (30 Jan 2008)
An agreement between Hilton HHonors and FLO Corporation allows HHonors members to redeem HHonors points for an annual membership to FLO. This is the first national hotel customer loyalty programme redemption agreement for FLO, wherein Registered Traveller memberships can be obtained by redeeming ...
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BRIEFING: SA radio station launches KlubVIP rewards (29 Jan 2008)
A Cape Town-based radio station, 94.5Kfm, has launched a loyalty programme on the back of the success of its sister station's (94.7 Highveld Stereo) Club VIP programme, which was launched at the beginning of 2007 (see ). KlubVIP listeners can earn VIP points that are then burnt in exchange for ...
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NEWS: Engagement loyalty needed for CPG relationships (28 Jan 2008)
Conventional marketing wisdom asserts that consumer packaged goods (CPG) companies can't build real consumer loyalty because consumers tend to be driven by price and habit. But if that's true, why are so many CPG firms exploring customer relationships and launching loyalty programmes?
... read more
BRIEFING: Coupons & loyalty card savings add up quickly (28 Jan 2008)
According to a new poll conducted by the Consumer Reports National Research centre for ShopSmart magazine, women who use coupons and store-loyalty cards save over 10% a year on groceries, the equivalent of US$678 a year. According to the poll, brand loyalty often takes a backseat to money-saving ...
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BRIEFING: US customer loyalty summit details announced (28 Jan 2008)
To be held in Texas in April, IQPC's Customer Loyalty Summit 2008 promises the opportunity to hear how customer loyalty, relationships, and marketing campaigns are being approached by America's biggest brands, including Best Buy, Home Depot, Proctor & Gamble, Cisco Systems, and others. Loyalty ...
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NEWS: Slow retail market puts new pressure on luxury brands (25 Jan 2008)
The holiday shopping season may have been fairly dismal for most retailers, but those courting the wealthiest luxury consumers managed to fare slightly better, according to the latest figures from the Luxury Institute's Wealth Report.
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BRIEFING: US Naval Academy launches student Yard Card (25 Jan 2008)
In September 2007, Visible Results launched a card-based loyalty programme on behalf of the Naval Academy Business Services Division at the United States Naval Academy in Annapolis. The Yard Card was designed for midshipmen and staff, and was launched as a stored value payment card. Visible ...
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BRIEFING: CAA-Quebec offers members a discount at Familiprix (25 Jan 2008)
Quebec's 250 Familiprix pharmacies have joined the CAA-Quebec customer club to provide benefits to the organisation's 925,000-strong membership. Although the agreement excludes certain items that, by law, cannot be part of loyalty programmes (such as prescription and over-the-counter medication) ...
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NEWS: Better segmentation can drive customer relationships (24 Jan 2008)
Most business need to more carefully consider their approach to customer segmentation in order to build stronger customer relationships based on relevance and trust, according to Keith Pearce, EMEA marketing director for Genesys Telecommunications Laboratories.
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BRIEFING: Chemmart succeeds with GraphiCard loyalty scheme (24 Jan 2008)
The Australian pharmacy chain, Chemmart, has seen rapid results from the launch of its Chemmart Rewards loyalty programme. The system, using Visible Results' GraphiCard thermochromic card technology, was launched at the start of December 2007 but has already produced positive results. In the ...
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NEWS: PayBack and Weg.de launch new travel web site (23 Jan 2008)
The German loyalty coalition, PayBack, has partnered with the online travel portal operator, Weg.de, to launch a new travel platform called PayBack Reisen, with the motto 'the most beautiful points in the world'.
... read more
BRIEFING: Vesdia enhances its online loyalty rewards mall (23 Jan 2008)
Vesdia has launched an enhanced online mall for several airline, financial services and grocery clients. The new mall has a broad range of features that allow participants to earn rewards and use the mall as a one-stop shopping portal to shop with over 600 leading online merchants and conduct ...
... read more
BRIEFING: eBucks auctions car for less than 10% of its value (23 Jan 2008)
The latest winner of one of South African loyalty programme, eBucks' highest unique bid auctions, has paid just R9,958 (approx. US$1,407) for a brand new Toyota Yaris T1 car, instead of the R105,000 (approx. US$14,838) that it would usually cost. In the highest unique bid auctions, it isn't the ...
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BRIEFING: Companies still need to work hard for true loyalty (22 Jan 2008)
Latest research from Arvato Loyalty Services explores UK consumers feelings of loyalty toward their favourite brands and the regional breakdown of the 'loyalty league table'. The report reveals that consumers from the North East and Wales top the bill for feelings of brand loyalty, ranking well ...
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NEWS: LMG takes controlling interest in Air Miles ME (21 Jan 2008)
Aeroplan's newly acquired subsidiary Loyalty Management Group (LMG) - the owner and operator of the UK's Nectar coalition loyalty programme - has announced LMG's first international acquisition, in the form of an increased stake in the Air Miles Middle East operator, Rewards Management Middle East Limited (RMMEL).
... read more
BRIEFING: Shoprite to link loyalty data to computerised carts (21 Jan 2008)
MediaCart, Microsoft, and Wakefern have partnered to pilot MediaCart's next-generation computerised shopping carts for potential rollout to all ShopRite stores in the US. The early pilot, conducted with Wakefern in its ShopRite stores, provided insights from both the consumer and retailer ...
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NEWS: Eight trends affecting retail marketing in 2008 (18 Jan 2008)
With so many gloomy forecasts for the 2007 holiday season, retailers could be forgiven for just giving up, according to Eric Holmen, president for mobile marketing firm SmartReply. But there are eight marketing trends for 2008, observed by SmartReply, that could make those retailers feel more cheerful.
... read more
BRIEFING: Predictive analytics to aid wholesale loyalty (18 Jan 2008)
Corporate Express US, part of the Dutch-based Corporate Express NV, is using predictive analytics software from SPSS to improve customer retention for its US operations. When it comes to customer satisfaction, the wholesale supply industry faces vastly different obstacles compared to the retail ...
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BRIEFING: Property buyers rewarded with points and perks (17 Jan 2008)
HomePerks is launching a turnkey rewards network to help real estate companies and professionals prosper in the sluggish real estate market. The online network, which is described as a "real estate rewards" system, allows professionals to easily implement tactics proven in other industries to ...
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BRIEFING: EDebitPay launches EDP Rewards mall (16 Jan 2008)
Prepaid debit card marketing company EDebitPay has partnered with BSP Rewards to build a custom branded loyalty rewards mall for EDP Rewards. EDP Rewards memberships will be automatically provided for free to EDP cardholders, and points awarded for card usage can be redeemed for discounts at ...
... read more
NEWS: Smart Web to follow Web 2.0 for better engagement? (15 Jan 2008)
While 2007 was a year of enormous strides in social media, the industry is beginning to realise that the dream of monetising these popular consumer destinations is not going to be as easy as had been hoped.
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BRIEFING: Creditz unveils micro-payment loyalty currency (15 Jan 2008)
CEO America, the US licensee of Creditz digital currency, has announced a fully-integrated promotional currency, micro-payment and loyalty system. Creditz has also announced its integration with Provision's 3D holographic digital signage system, an integrated promotional system that features ...
... read more
BRIEFING: Study reveals stronger 'green loyalty' trend (15 Jan 2008)
According to the Retail Rewards Programmes Around the World 2007 report from Razor's Edge Business Intelligence, the next 2-3 years will see retailers around the globe building eco-friendly components into their loyalty programmes. While green marketing typically appeals to an entire customer ...
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BRIEFING: Green Rewards to launch in UK with eco-incentives (14 Jan 2008)
Green Rewards is planning a 2008 launch for its Green Earth loyalty programme following the securing of initial funding from a consortium of private investors. Described as "the UK's first all-green loyalty programme", Green Earth offers a range of green products, green experiences and green ...
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BRIEFING: SeaMiles' loyalty profits pay its property debts (11 Jan 2008)
North American cruise loyalty provider, SeaMiles, reports that it has recently repaid all of its fixed rate real estate mortgages, totalling US$2,012,500 in principal, and also has paid US$240,000 to settle a real estate legal proceeding regarding a Claim for Lien. These payments were funded from ...
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NEWS: Event-triggered marketing gets 35% more responses (10 Jan 2008)
Customer marketing - as opposed to prospect marketing - generates a significantly higher response, according to research commissioned by marketing firm CDMS. More interestingly, though, the survey of UK-based senior marketers found that event-triggered customer marketing produced an average of 35% more responses.
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NEWS: Retail loyalty cards to activate mobile coupons (8 Jan 2008)
Single Touch Interactive has partnered with prepaid card provider InComm to provide consumers with mobile coupons through their retail loyalty cards using standard point of sale equipment that's already in place at some 100,000 US retail stores.
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BRIEFING: NCR Fastlane embraces other retail departments (7 Jan 2008)
Retailers who have deployed NCR's FastLane self-checkout can now extend its use to shoppers in other parts of the store. NCR FastLane Order and Pay is designed to provide self-service opportunities within a store - such as a deli or bakery section or an in-store food-service operation. It can also ...
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NEWS: Five predictions for the e-marketing space in 2008 (4 Jan 2008)
Online advertisers are being told that their market is set to expand significantly in 2008 as new tools and methods are developed to help make the technique more measurable and effective, according to interactive marketing agency Performance Communications Group (PCG).
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NEWS: LMG's CEO reveals plans for Nectar & Aeroplan (3 Jan 2008)
The new owner of the UK-based Nectar coalition loyalty programme's operator, Loyalty Management Group (LMG), has been described as a 'perfect fit' by LMG's CEO, Alex Moorhead, following the group's acquisition by Canadian loyalty marketing firm Aeroplan.
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BRIEFING: CMOs seek to be true business leaders (3 Jan 2008)
Two-thirds of chief marketing officers (CMOs) want more involvement in business strategy development and increased profit and loss responsibility, according to a joint study conducted by Forrester Research and Heidrick & Struggles. The survey found a disconnect between the career aspirations of ...
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NEWS: Qatar to expand usage of loyalty sign-up kiosks (2 Jan 2008)
Given the success of the frequent flyer programme (FFP) enrolment kiosk deployed in Qatar Airways' Business Class lounge in Doha, the airline has now decided to invest in additional kiosks, supplied by UK-based Trident Loyalty Systems.
... read more
NEWS: Jet Privilege partners with two credit card issuers (1 Jan 2008)
In India, Jet Airways' Jet Privilege frequent flyer programme has entered into a partnership with two multi-national banks, Barclays Bank and Deutsche Bank, to offer customers the option to convert their credit card loyalty points into JPMiles.
... read more
BRIEFING: NPS article's authors win H. Paul Root award (1 Jan 2008)
Earlier in the year, Timothy Keiningham (senior vice president for Ipsos Loyalty in the US), Bruce Cooil (of Vanderbilt Owen Graduate School of Management in the US), Tor Wallin Andreassen (of the Norwegian School of Management), and Lerzan Aksoy (of Koc University in Turkey), co-authored a paper ...
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BRIEFING: Points International forecasts a bumper year (1 Jan 2008)
Points International, the operator of the popular Points.com loyalty currency exchange, reports that it expects 2008 revenues to more than double to US$65-US$75 million, with a beta test version of its new Global Points Exchange being launched immediately. The points exchange's transaction ...
... read more
In 2007...
BRIEFING: Verizon adds experiential Business Link Rewards (31 Dec 2007)
In the US, Verizon's SME business customers that participate in the Business Link Rewards B2B loyalty programme can now select once-in-a-lifetime experiences (including racing a stock car, learning to play polo, or going on a private culinary walking tour) when they redeem their bonus points ...
... read more
NEWS: What could kill both Web 2.0 and the high street? (28 Dec 2007)
Web 2.0, which was possibly one of the bigger online trends seen in 2007, could well meet its end in 2008 while rising online sales will continue to put serious pressure on High Street retailers, according to UK-based web site testing firm SciVisum.
... read more
BRIEFING: Choice Privileges signs Econo Lodge & Rodeway Inn (28 Dec 2007)
From January 2008, more than 1,000 Econo Lodge and Rodeway Inn hotels will move from their current reward programme, Easy Choice , to Choice Hotels' Choice Privileges programme. This will allow Choice Hotels to increase marketing and communications efficiency by operating a single guest loyalty ...
... read more
BRIEFING: Air NZ launches 'Concierge in the Sky' service (26 Dec 2007)
Air New Zealand is introducing an in-flight International Airline Concierge service, to be launched in April on its Los Angeles, San Francisco and Vancouver to Auckland routes. ANZ will employ up to 90 concierge staff who will be dedicated to enhancing every customer journey before, during and ...
... read more
BRIEFING: Aeroplan successfully completes LMG buy-out (25 Dec 2007)
Aeroplan Income Fund has announced the completion of the acquisition of Loyalty Management Group (LMG), the loyalty marketing and customer-driven insight and analysis company that owns and operates the Nectar loyalty programme in the United Kingdom. LMG operates in three main areas: Nectar ...
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NEWS: Ten key factors to build automotive brand loyalty (24 Dec 2007)
With 2008 already being predicted to be a tough year for automotive marketers, the latest 'Relationship Builder' research from Carlson Marketing and Peppers & Rogers Group, which also highlights Carlson's top ten brand loyalty building strategies, has directly linked the intensity of car buyers' repurchase decisions with their recommendations to friends.
... read more
BRIEFING: BA & Points.com launch Executive Club e-store (24 Dec 2007)
British Airways and Points.com have launched a new BA Miles e-Store . The e-Store, jointly developed by Points.com and Loyalty Ventures, allows the airline's most loyal customers to earn miles when they buy online at over 100 retailers including johnlewis.com, HMV.com, comet.co.uk ...
... read more
NEWS: Factors that affect retail customer retention (20 Dec 2007)
According to an Ipsos MORI study into the moments, both good and bad, that affect consumer relationships with companies, 'the human touch' has a key role to play when things go wrong.
... read more
BRIEFING: eBucks loyalty mall one of South Africa's favourites (20 Dec 2007)
Online shopping in South Africa is showing healthy growth, with the bulk of online retail sales processed by twelve sites, according to a World Wide Worx report, Online Retail in South Africa 2007 , which rated the eBucks shop as one of the top two major online malls in South Africa. eBucks was ...
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NEWS: Nectar for Business relaunched & revitalised (18 Dec 2007)
In the UK, the 'Nectar for Business' loyalty programme - which is attached to the consumer-oriented Nectar coalition programme - has been relaunched, with a re-invigorated loyalty offering and a re-designed web site offering business members a wider range of rewards.
... read more
BRIEFING: Loyalty card consolidator updates its product (18 Dec 2007)
Just 1 Card, which markets the YourKard (formerly ), a card that consolidates up to 15 different loyalty and membership cards, up to five (soon to be six) bar codes, and other personal information onto a single card, is now offering to print a picture of the cardholder's choice on each card ...
... read more
NEWS: Eight major brand marketing trends for 2008 (17 Dec 2007)
There are eight major brand marketing trends that will affect marketers during 2008 and beyond, according to Robert Passikoff, president of customer and brand loyalty firm Brand Keys, who has explained these trends and how to benefit from them.
... read more
BRIEFING: Carlson adds MP3s to loyalty redemption catalogue (14 Dec 2007)
Carlson Marketing's digital music store, Upbeats , has added MP3 format music files (from Universal Music Group as well as from hundreds of independent labels), allowing Carlson Marketing's clients to reward loyalty programme participants with downloadable music. Only five other US music stores ...
... read more
NEWS: Customer experience becoming a key telco differentiator (13 Dec 2007)
The telecoms sector is responding well to an ongoing revolution in the communications and media sectors, with an increasing focus on the overall customer experience, according to an IBM survey of over 250 industry executives.
... read more
NEWS: All about technique: How Goldpoints Plus went global (11 Dec 2007)
What did Carlson Hotels - a multi-brand, international hotel company - do when it decided to take its existing US-based frequent guest loyalty programme, Goldpoints Plus, and extend its reach to customers in 71 countries?
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BRIEFING: Chrysler launches loyalty credit cards in Canada (11 Dec 2007)
Chrysler Financial and MBNA Canada Bank have launched the Chrysler Rewards, Jeep Rewards and Dodge Rewards MasterCard credit cards. Cardholders, whether they own Chrysler, Jeep or Dodge vehicle or simply intend to, can earn points for everyday purchases and then redeem points toward the purchase ...
... read more
NEWS: Return to the CRM era: Is it all in their Heads? (10 Dec 2007)
One way of measuring how important a customer relationship technology is to companies is to examine related key management positions. Currently, 19% of major UK corporations have shown a commitment to CRM by appointing a dedicated 'Head of CRM', according to a study by integrated marketing specialist GI Insight.
... read more
BRIEFING: Indian clothing brand launches loyalty scheme (10 Dec 2007)
Indian women's fashion chain, Madame, has launched a customer loyalty programme that features three tiers - the Prestige Madame Prestige, the Prestige Coral and the Prestige Pearl. Customers who buy at the stores are given a Prestige Pre-Card complimentary card, which they can upgrade to a ...
... read more
BRIEFING: How poor quality e-recommendations affect loyalty (10 Dec 2007)
According to the 2007 ChoiceStream Personalisation Survey , online retailers who serve up poor quality recommendations fare worse than those who make no recommendations at all. The survey also indicates that personalised product recommendations have a strong influence on shopper behaviour and ...
... read more
BRIEFING: Air Miles Canada responds to Aeroplan's purchase of LMG (10 Dec 2007)
Air Miles Canada has responded to Aeroplan's purchase of Loyalty Management Group ( ) with the following statement: "Regarding Aeroplan's purchase of LMG, owner and operator of the Nectar loyalty programme in the United Kingdom, this announcement does not impact the Air Miles Reward Program in ...
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NEWS: Online customer engagement becoming a priority (6 Dec 2007)
Marketers are paying more attention to online customer engagement than ever before, with 77% of companies saying that its importance has increased in the past 12 months, according to a survey by E-Consultancy and cScape.
... read more
NEWS: Nectar adds new retailers to eStores, ready for Christmas (6 Dec 2007)
In the UK, the Nectar coalition loyalty programme has greatly expanded the list of retail partners for its eStores online shopping rewards portal, to help shoppers earn extra loyalty points from their Christmas shopping.
... read more
BRIEFING: Carrefour Spain increases customer focus (6 Dec 2007)
Following the success of existing collaboration with Emnos in France, Carrefour, the world's second largest retailer, has decided to extend the collaboration to Spain, and is to work with Emnos to gain a better understanding of the buying habits of its Spanish customers and help them become more ...
... read more
BRIEFING: ADS to enhance uTango's life-stage rewards scheme (6 Dec 2007)
uTango, a life-stage rewards programme designed to help consumers prepare for their financial future by earning cash rewards for existing daily spending, has signed a multi-year deal with loyalty and marketing provider Alliance Data Systems (ADS). Through the deal ADS will provide co-branded ...
... read more
NEWS: Marketing study suggests going back to basics (5 Dec 2007)
Marketing basics such as customer satisfaction, customer retention, segmentation, brand loyalty and ROI are considered 'very important' by 60% of marketers, according to the first annual 'Top Marketing Trends' survey by The Marketing Executives Networking Group (MENG).
... read more
BRIEFING: ICLP Australia expounds key 'loyalty essentials' (5 Dec 2007)
ICLP Australia has published a pocket guide to what businesses need to know in order to run an effective and successful loyalty programme. Produced in an easy-to-follow pocket size format, the guide is called Loyalty Essentials and is available both in hard copy and as a downloadable PDF file ...
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NEWS: Aeroplan buys Nectar and its operator, LMG (4 Dec 2007)
The Canadian loyalty marketing firm Aeroplan has entered into an agreement to buy the privately-held operator of the UK's Nectar loyalty coalition, Loyalty Management Group (LMG), for a total £368 million (approx. Can$754.4 million).
... read more
BRIEFING: Hilton launches HHonors loyalty rewards e-store (4 Dec 2007)
The Hilton Family of Hotels has partnered with Maritz to launch an online Hilton HHonors Rewards Store , where members can redeem their points for a variety of products from golf clubs to high-definition television sets. The new web site offers more than 5,500 product options, including 35 ...
... read more
BRIEFING: Vesdia partners with affinity credit card provider (3 Dec 2007)
Vesdia, a provider of loyalty marketing services, and MXT Card Services have signed a multi-year agreement to help enhance Vesdia's branded reward programmes with a range of affinity-based rewards credit cards. According to Greg Rigg, CEO and president for MXT, the company will provide Vesdia's ...
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NEWS: The effect of gender and age on retail problems (30 Nov 2007)
Approximately half of all customers reported having experienced problems during their most recent shopping experience in a survey by the Jay H. Baker Retail Initiative at the Wharton School of the University of Pennsylvania, Verde Group, and WomenCertified. But most interesting were the differences in attitude between the genders.
... read more
BRIEFING: The ATM's impact on banking loyalty - France vs UK (30 Nov 2007)
Most French consumers (70%) would consider moving their bank account to a competitor if their bank's ATMs were repeatedly out of service (or unable to provide cash), according to a survey by Level Four Software. The same survey in the UK found that only 38% of people would defect to a competitor ...
... read more
NEWS: Study shows retail trends for the holiday season (29 Nov 2007)
A combination of unseasonable weather, subprime mortgage and Wall Street problems, and higher oil prices have all conspired to diminish US consumers' planned holiday spending, according to customer loyalty research consultancy Brand Keys.
... read more
BRIEFING: Affinity cards to reward outdoor enthusiasts (26 Nov 2007)
Affinity Group, a provider of information, insights, and resources for RV and outdoor enthusiasts, has launched three new no-fee credit cards that enable cardholders to earn reward points for purchases through a unified REC Rewards loyalty programme. The three cards include the Good Sam Visa ...
... read more
NEWS: Loyalty rewards roll out at K&K Bowling Services (23 Nov 2007)
Bowling Rewards has announced the roll-out of a customised 'Pro Shop and Bowling Supply Rewards' loyalty scheme for the US-based equipment distributor K&K Bowling Services.
... read more
BRIEFING: Loyalty Lab signs high-profile SVP for global sales (23 Nov 2007)
Loyalty Lab has appointed George Wright, a sales specialist in customer relationship management, as its new senior vice president of global sales. Wright was the senior vice president and general manager for CRM and marketing automation software firm Epiphany, and brings with him nearly 25 years ...
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NEWS: Making a more emotional customer connection (22 Nov 2007)
Customer loyalty has become a make-or-break factor for many businesses as churn becomes an increasingly damaging problem. After all, customers who leave you will end up joining a competitor. But one place where all the difference can be made - if the process is done well - is in the call centre, according to Mark Turner, managing director for Genesys UK.
... read more
NEWS: Factors for a stronger loyalty rewards catalogue (22 Nov 2007)
The rewards catalogue is an integral part of any loyalty programme and, if handled properly, can make or break the programme itself. In a follow up to its previous article on 'maximum impact rewards', loyalty agency SurfGold here examines three key factors in building a strong rewards catalogue.
... read more
NEWS: US survey identifies the leaders in brand loyalty (21 Nov 2007)
Nearly half of the top ten brands in the US are internet search engines or apparel catalogues, with the most impressive gain being J. Crew which leaped nearly 100 places to 6th position, according to the 2007 Brand Keys Loyalty Leaders List.
... read more
NEWS: Canadians far exceed US consumers in loyalty activity (20 Nov 2007)
Most Canadian consumers (86%) identify themselves as participants in loyalty marketing programmes - some 51% more than their US counterparts - according to a study by loyalty marketing experts at Colloquy.
... read more
BRIEFING: UK consumers more willing to shop online (20 Nov 2007)
In the past, fears over online security have held back the internet as a key e-retail tool. Today, this is not the case. According to the latest e-Customer Service Index (e-CSI) from Interactive Media in Retail Group (IMRG) in conjunction with eDigital Research and iPoints.co.uk, confidence in ...
... read more
NEWS: The seven key elements of best customer management (19 Nov 2007)
The ever-increasing rate of change in marketing shows no sign of letting up, according to a white paper from Loyalty Lab which explains the major elements involved in best customer management. Indeed, blogs are already looking like old news as social networking takes centre stage.
... read more
NEWS: Eight key luxury retail trends for 2008 (19 Nov 2007)
The world of luxury consumerism and luxury retail is changing at an impressive pace, according to the latest report from the US-based Luxury Institute, which has compiled a list of the top luxury retail trends that are expected to characterise the market during 2008.
... read more
BRIEFING: Loyalty Lab launches travel sector loyalty solution (19 Nov 2007)
Loyalty Lab has launched its Travel Suite, a collection of loyalty products designed for the travel industry and the latest generation of online travel retailers. Hawaii Superferry, Hawaii's new inter-island ferry service, is the first travel-related Loyalty Lab client to use the platform, which ...
... read more
NEWS: Customer communications still fail the loyalty test (16 Nov 2007)
Many utility providers such as power and gas companies are tending to fall behind when it comes to automating their responses to customer complaints, according to Pitney Bowes. This, the company argues, is having an adverse affect on customer loyalty.
... read more
NEWS: Nectar's operator sets up insight business unit (15 Nov 2007)
Loyalty Management Group, owner of the UK's Nectar coalition loyalty programme, has announced the management team for a new Insight and Communication business unit.
... read more
NEWS: Where grocery loyalty falls short, and how to fix it (15 Nov 2007)
Consumers in the US have revealed their widespread dissatisfaction with their primary grocery provider, according to new research from IBM which found that 73% feel either antagonistic toward - or at least have no loyalty toward - their local supermarket.
... read more
BRIEFING: Emotional engagement is key to restaurant profitability (15 Nov 2007)
According to new research from PeopleMetrics, for casual-dining chains to succeed, getting the food right is just the first step: the bottom line is often most influenced when these restaurants make an emotional connection with customers. In the study, PeopleMetrics evaluated Customer Engagement ...
... read more
NEWS: Customer loyalty innovation is still alive and well (14 Nov 2007)
Innovation is alive and well among coalition loyalty programmes around the world, according to the 'Independent Coalitions Around the World 2007' study and report from South African loyalty research firm Razor's Edge Business Intelligence.
... read more
NEWS: Templeton loyalty workshop details announced (13 Nov 2007)
What has traditionally been known to UK marketers as the 'Templeton Loyalty Workshop', under its new name 'The Oxford Loyalty Marketing Workshop', will be held from 16th to 18th April 2008. The workshop's title will be 'Providing global insights into customer retention and value creation'.
... read more
BRIEFING: Subway extends its mobile loyalty offering (13 Nov 2007)
In the US, over 100 Subway restaurants in Buffalo are offering their loyal customers mobile phone-based, real-time alerts and coupons thanks to the new My Subway Mobile programme. A partnership by the Subway Franchisee Advertising Fund Trust and Modiv Media (a provider of retail interactive ...
... read more
BRIEFING: Blockbuster Canada launches new loyalty scheme (13 Nov 2007)
Blockbuster Canada is set to satisfying its customers' growing demand for added value with the launch of a free loyalty programme that will reward movie lovers. The loyalty programme called Movie Buyers Bonus rewards members with a Can$5 e-coupon for each accumulated amount of Can$50 spent on ...
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NEWS: Customer Strategy Network set to build best practices (12 Nov 2007)
A new UK-based consortium has been set up to allow marketing experts from different countries to share their experience and local market knowledge in a non-competitive environment.
... read more
BRIEFING: HHonors offers helicopter transfers for 80,000 points (12 Nov 2007)
Following the signing of a partnership deal between the two companies, members of the Hilton HHonors frequent guest loyalty programme can now redeem their HHonors points for travel on US Helicopter's scheduled flights between Manhattan heliports and John F. Kennedy (JFK) international airport ...
... read more
BRIEFING: TAM and LAN Airlines sign reciprocation deal (9 Nov 2007)
TAM and the LAN alliance (LAN Airlines, LAN Peru, LAN Argentina and LAN Ecuador) have signed a code-sharing agreement, beginning with LAN Airlines in Chile (with LAN Peru and LAN Argentina following later this month). The partnership allows TAM to offer its passengers flights to 14 cities in ...
... read more
NEWS: Postal strikes threatening marketing effectiveness (8 Nov 2007)
Large backlogs of undelivered mail caused by the UK's recent postal strikes may be a warning sign for marketers, suggesting that they may need to re-evaluate their marketing strategies, according to predictive analytics software firm SPSS.
... read more
BRIEFING: eBucks brings the lottery back to its web site (7 Nov 2007)
In South Africa, members of the eBucks coalition loyalty programme will soon be allowed to redeem their eBucks for entries into the country's recently revived lottery game. These subscriptions, paid for using eBucks (of which 10 points equate to R1 in value), were popular "low spend" redemption ...
... read more
BRIEFING: Carlson ties banking loyalty to green marketing (6 Nov 2007)
Carlson Marketing is helping banks to navigate climate change more profitably with a new research report on the subject. Based on demand from bank customers around the world to provide more 'green' options in their customer relationships and loyalty programmes, the report, entitled 'Banks: ...
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NEWS: Customer loyalty marketing: What comes next? (5 Nov 2007)
The loyalty market globally, in terms of both consumer and business to business (B2B) programmes, continues to grow rapidly with much new interest being seen in emerging markets, according to loyalty expert Peter Wray of Loyalty Matters, following the Loyalty World conference and exhibition in London.
... read more
BRIEFING: BMI Diamond Club miles added to Points.com (5 Nov 2007)
Points International, the owner and operator of the Points.com reward management portal - has signed a new partnership deal with BMI (British Midland Airways) to offer two new products. Members of BMI's Diamond Club frequent flyer programme will be able to purchase destinations miles for ...
... read more
NEWS: Better insight needed to win over Chinese consumers (2 Nov 2007)
While many global consumer companies believe that succeeding in China is an imperative for the future, most have concentrated on simple footprint expansion and near-term opportunities at the expense of understanding the broad changes Chinese consumers are currently undergoing, according to a report by The Boston Consulting Group (BCG).
... read more
NEWS: Non-grocery loyalty: An alternative to customer clubs? (1 Nov 2007)
Traditional approaches to retail loyalty and customer relationship management are becoming too focused on the experiences and strategies of the major grocery multiples, and companies with lower purchase frequencies and consumer motivations require a very different approach, according to UK-based customer strategy consultancy Beyond Analysis.
... read more
BRIEFING: Regal's cinema loyalty scheme reaches 10m members (1 Nov 2007)
In the US, cinema operator Regal Entertainment Group has reported that its customer loyalty programme, the Regal Crown Club , now has over 10 million members since its launch in 2001. The group has launched a new 1 in 10 Million sweepstake to celebrate its latest membership milestone. To enter ...
... read more
NEWS: Sainsbury's to trial Catalina Connections couponing (31 Oct 2007)
Following the launch of its new colour printer technology last month, Catalina Marketing has announced that the UK supermarket Sainsbury's is expected to become the first retailer in the country to trial the Catalina Connections system in selected stores in the Midlands.
... read more
BRIEFING: SunTrust adds charity donations to SunPoints programme (30 Oct 2007)
SunTrust Banks is helping its clients to give back to their communities through a new SunPoints for Charity loyalty rewards redemption option. Clients who have a SunTrust Visa Signature or SunTrust Platinum Visa with SunTrust Rewards credit card (or a SunTrust Visa cheque card enrolled in ...
... read more
NEWS: Industry collaboration: A consumer insight revolution? (29 Oct 2007)
While traditional models for garnering consumer insight have focused on the relationship between company and customer, typically based on transaction and loyalty programme data, tomorrow's major retail players will also be collaborating with new industry partners to create collective insights, according to a white paper from UK-based strategy consultancy BeyondAnalysis.
... read more
NEWS: South Africa: eBucks foresees higher Christmas spending (29 Oct 2007)
With local online spending now on an upward trend, the popular South African coalition loyalty programme, eBucks, is predicting strong online spending for the Christmas holiday period this year.
... read more
BRIEFING: Rewards for HBC customers who shop green (26 Oct 2007)
In recognition of Waste Reduction Week in Canada, Hudson's Bay Company (Hbc) has launched a line of five environmentally friendly, reusable shopping bags under its new green-oriented Global Mind brand. The bags are already available in Bay, Zellers, Home Outfitters and Designer Depot stores ...
... read more
NEWS: Moving from simple satisfaction to brand loyalty (25 Oct 2007)
Customer service is one of the few competitive advantages companies have to differentiate themselves from competitors, and the linkage between branding, customer loyalty, and good service is something that many executives have traditionally overlooked, according to Genesys Telecommunications.
... read more
BRIEFING: Chockstone unveils local merchant loyalty platform (25 Oct 2007)
Loyalty marketing platform provider Chockstone has announced a new offering called Simply Loyalty , representing a repackaged version of the company's existing loyalty marketing services. Simply Loyalty aims to provide local and regional merchants with easy-to-deploy loyalty programmes with ...
... read more
BRIEFING: Chase card offers extra La Quinta loyalty points (25 Oct 2007)
La Quinta Inns & Suites has partnered with Chase Card Services to help members of the La Quinta Returns frequent guest loyalty programme to earn more points by offering a new La Quinta Visa Rewards credit card. Cardholders will earn earning 5 La Quinta Returns points for every US$1 spent on ...
... read more
NEWS: MasterCard unveils latest business rewards card (24 Oct 2007)
MasterCard Worldwide has launched its new 'World MasterCard for Business' payment card platform to provide high-spending small businesses with more spending power, better service, and enhanced rewards.
... read more
BRIEFING: Loyalty Labs partners with Harte-Hanks (24 Oct 2007)
Loyalty Lab, a US-based provider of on-demand best customer management systems for consumer brands, has partnered with targeted marketing firm Harte-Hanks to expand the range of loyalty and relationship marketing offerings offered by both companies to retail marketers. Harte-Hanks plans to expand ...
... read more
NEWS: Study identifies nine ways to help boost loyalty (23 Oct 2007)
Most customer defections have very little to do with the products on offer or even the level of satisfaction felt at the time, according to feedback management systems provider Allegiance, which has compiled a checklist of nine ways to help build and maintain customer loyalty.
... read more
NEWS: More loyalty rewards added to BankAmericard (22 Oct 2007)
Bank of America has announced the re-launch of its BankAmericard, which is nearly half a century old. The new BankAmericard Rewards Visa card builds on that heritage and provides cardholders with more opportunities to be rewarded for using their card.
... read more
BRIEFING: Pathmark enhances loyalty scheme with HSBC (22 Oct 2007)
In the US, Pathmark Stores and HSBC Finance have announced a multi-purpose rewards and payment card for the supermarket's customers. The new Pathmark Advantage Payment Card enhances the existing Pathmark Advantage Club loyalty card by providing an easy one-swipe payment process that also ...
... read more
BRIEFING: Points International reports even stronger growth (19 Oct 2007)
After reporting 40% transaction growth in July 2007, Points International has reported 46% year-on-year growth in business metrics for September 2007. Points International, owner and operator of the Points.com loyalty currency exchange portal, reported that its business metrics for the month of ...
... read more
BRIEFING: Creditz completes m-payments trial in Canada (18 Oct 2007)
CEO Creditz, the exclusive Canadian licensee of the Creditz digital currency, has developed a new product called 'Mobile Digital Payment System v1.1' , which aims to provide mobile payment applications for Canadian consumers. The system gives Creditz account holders access to their digital ...
... read more
BRIEFING: Survey reveals the true impact of credit card rewards (18 Oct 2007)
American Express ranks highest among US credit card issuers in overall customer satisfaction, according to the J.D. Power and Associates '2007 Credit Card Satisfaction Study' . The inaugural study measured customer satisfaction with credit cards by examining five key factors - in order of ...
... read more
NEWS: Customer service & loyalty research panel launched (17 Oct 2007)
Omega Management Group has launched a new online 'View From Top' (VFT) Research Panel programme, open to vice president-level executives in customer facing positions, and devoted to the improvement of customer service.
... read more
NEWS: How managers affect staff - and customer experiences (16 Oct 2007)
Hard-driving management may appear to successfully impact the bottom line but it is actually honest, caring, cheerful, generous and flexible workforce supervisors who do the best job of motivating employees to deliver great service and create customer loyalty, according to a new poll from Maritz Research.
... read more
NEWS: Mobile marketing set to accelerate in Europe (16 Oct 2007)
The mobile marketing industry has made significant progress during the past year, with 28% of companies having used SMS campaigns and 18% having used MMS campaigns, according to a survey of 50 global brands commissioned by mobile messaging firm Airwide Solutions.
... read more
BRIEFING: Bonus points for Travelodge's loyal guests in Canada (16 Oct 2007)
Guests who stay at any Travelodge or Thriftlodge location in Canada up until 30th April 2008 now have the chance to earn extra Guest Rewards loyalty points starting on their second stay during the promotional period. Their first stay attracts the usual number of points (10 points for each Can$1 ...
... read more
NEWS: LMUK welcomes court of appeal victory over VAT (15 Oct 2007)
Loyalty Management UK, the operator of the Nectar coalition loyalty programme, has won a significant judgement in the Court of Appeal, against the government's VAT department, HM Revenue and Customs (HMRC).
... read more
NEWS: Eight key marketing trends for 2008 and beyond (15 Oct 2007)
Consumer needs are evolving at an ever-accelerating pace as they follow emerging trends that reflect new lifestyle concerns. Marketers who hope to engage such a moving target - and win consumer trust and loyalty - must not only be aware of trends but also develop marketing initiatives that genuinely link their 'brand soul' to consumer expectations, according to Laurence Knight and Carol Davies, partners at marketing consultancy Fletcher Knight.
... read more
BRIEFING: Bank combines debit and credit loyalty rewards (12 Oct 2007)
Financial services firms are now benefiting from a loyalty platform from MasterCard Worldwide that empowers card issuers to build stronger customer relationships and increase loyalty across the customer's entire financial relationship. For example, Fifth Third Bank in Ohio, USA, has become one of ...
... read more
NEWS: Five keys for brand boosting through word of mouth (11 Oct 2007)
Brand giants such as Staples and Jim Beam are allocating more and more advertising budget to word-of-mouth (WoM) marketing techniques, according to Sandra Sellani, author of the book 'What's Your Brand Quotient?'. But the vital question, Sellani suggests, is how a brand can control and protect itself when it is at the mercy of bloggers, buzz, and consumer reviews.
... read more
NEWS: Lexmark rewards loyal customers with freebies (11 Oct 2007)
The printer manufacturer Lexmark has launched a new internet-based loyalty programme called 'Lexmark Rewards', to reward its end users for buying and returning their cartridges.
... read more
BRIEFING: Buffets' restaurants get new loyalty scheme (11 Oct 2007)
The restaurant loyalty programme provider Chockstone has been chosen by US-based buffet restaurant operator Buffets Inc. to provide loyalty marketing services for its Old Country Buffet, HomeTown Buffet and Country Buffet brands. Chockstone's loyalty marketing platform processes transaction data ...
... read more
NEWS: Zions Bank cash rewards: US$20 million in 2 years (10 Oct 2007)
Since July 2005 when Zions Bank launched its Zions Cash Rewards loyalty programme for debit and credit cardholders, members have spent more than US$20 million with the programme's various merchant partners, the bank reports.
... read more
BRIEFING: Retail loyalty schemes examined in forthcoming survey (10 Oct 2007)
With the fieldwork having started on a multi-country survey of retail rewards programmes, South African business intelligence firm Razor's Edge will soon publish insights into the design, structure, and workings of forty leading retail rewards programmes around the world. The forthcoming survey ...
... read more
BRIEFING: Nectar uses web search to boost redemption (9 Oct 2007)
The search-oriented digital marketing agency Spannerworks has recently been signed up by Loyalty Management UK - the operator of the UK coalition loyalty programme, Nectar - to provide an integrated search-driven marketing campaign for Nectar. The campaign will place internet-based searching at ...
... read more
BRIEFING: Choice Hotels joins the loyalty points exchange (9 Oct 2007)
Points International, the owner and operator of the Points.com loyalty rewards management portal, has entered into a new alliance with Choice Hotels, to allow members of the Choice Privileges frequent guest loyalty programme to buy extra points for themselves and give points to other members ...
... read more
NEWS: New eBucks-linked debit card for SA farmers (8 Oct 2007)
South African farmers can now pay for goods and services at approved agricultural suppliers using a new 'Agri Purchasing Card' from First National Bank (FNB), which also rewards them with eBucks loyalty points.
... read more
BRIEFING: Best Buy launches Reward Zone in Canada (8 Oct 2007)
Best Buy has launched its popular Reward Zone loyalty programme in Canada, to reward Canadian customers with points for purchases made in Best Buy stores or online (through the BestBuy.ca web site). Members earn 1 point for almost every Can$1 they spend with Best Buy in Canada. Points are ...
... read more
BRIEFING: White label loyalty scheme for high class hotels (8 Oct 2007)
The South African loyalty programme developer Boomerang Marketing has announced the launch of an unbranded loyalty and membership platform designed for premium quality hotels and resorts. The HotelWorks system brings together the necessary elements for such hotels to offer an own-brand frequent ...
... read more
NEWS: MasterCard launches business card discount scheme (4 Oct 2007)
MasterCard Worldwide has launch of a discount rewards programme for its BusinessCard credit and signature debit card holders, called 'MasterCard Easy Savings', including discounts from merchants in the airline, hotel, restaurant, travel and other business service sectors.
... read more
BRIEFING: S&T launches rewards-based Visa card (4 Oct 2007)
S&T Bank, which has branches in 10 counties throughout Pennsylvania, USA, has launched its new S&T Rewards Visa credit card, which allows home owners to take advantage of their home equity alongside low interest rates, loyalty rewards, and even some possible tax benefits. The rewards-based ...
... read more
NEWS: Shell Platinum MasterCard gains extra rewards (2 Oct 2007)
Shell Oil Products US has announced a new credit card incentive and marketing campaign to help raise awareness among consumers about the benefits of its existing Shell Platinum MasterCard, with the objective of boosting the number of active cardholders and increasing customer loyalty.
... read more
NEWS: What are the top US loyalty and brand experiences? (2 Oct 2007)
Financial services firm ING and auto maker Honda were given top ranking based on customer brand experience in a recent study of US branding and loyalty by RTC Relationship Marketing.
... read more
BRIEFING: Aeroplan to update storefront with help from BEA (2 Oct 2007)
The infrastructure software developer BEA Systems has partnered with Aeroplan to help expand and diversify Aeroplan's loyalty rewards programmes. To this end, Aeroplan has deployed a service-oriented architecture (SOA) using BEA's WebLogic Integration and AquaLogic Commerce Services software ...
... read more
BRIEFING: iPoints partners with UK grocery comparison website (2 Oct 2007)
The UK-based online loyalty coalition programme iPoints has increased the number of retailers participating in the scheme by joining forces with , a UK-based grocery shopping comparison web site. MySupermarket's aim is to increase sales frequency and order value by rewarding customers for their ...
... read more
NEWS: Consumer insights are key to loyalty, study finds (1 Oct 2007)
The true reward of loyalty lies beyond points and discounts and, as consumers around the world are looking for more, real customer insights can be the key to success, according to a research article by The Nielsen Company.
... read more
NEWS: Why the future of marketing looks like a boomerang (1 Oct 2007)
Today's customer landscape is changing rapidly, propelled largely by an upheaval in market dynamics, according to a white paper from Peppers & Rogers Group and RightNow Technologies.
... read more
BRIEFING: Make mobile phone users loyal before they get too old (28 Sep 2007)
A study by Jupiter Research has found that acquiring and retaining young consumers will be key to success of premium mobile content and services. The report, entitled 'European Mobile Youth Consumer Survey 2007: Targeting Digital Natives and Keeping Them Loyal' , found that the usage of mobile ...
... read more
BRIEFING: Credit card sites missing engagement opportunities (28 Sep 2007)
Research conducted by Auriemma Consulting Group (ACG) has found that 32% of credit card users have never visited the web site associated with their most frequently used credit card, often due to concerns over personal data safety. Consumers that do visit their card company's web site typically do ...
... read more
NEWS: Online gift seller links Facebook to its loyalty programme (26 Sep 2007)
The US-based online gift seller 1-800-FLOWERS has implemented a new customer loyalty application from Loyalty Lab, called 'Gimme Love'. Interestingly, the application connects customer relationship management (CRM) programmes to Facebook applications and widgets.
... read more
NEWS: Qatar cuts Qmiles redemption prices for Ramadan (25 Sep 2007)
Qatar Airways' Privilege Club frequent flyer loyalty programme is rewarding its members with a 50% discount on award travel to selected destinations during the holy month of Ramadan.
... read more
BRIEFING: Phoenix to step up SCTN loyalty offering (25 Sep 2007)
Phoenix Technology Holdings (Canada) has signed an agreement with National Merchant Solutions (NMS) to acquire all of the NMS terminal assets and revenue streams from October. This purchase will allow Phoenix to substantially accelerate the implementation of the SCTN Company's patented loyalty ...
... read more
NEWS: Loylogic adds raffle & auction redemption features (24 Sep 2007)
The loyalty solutions provider Loylogic has unveiled new auctions and raffles through its LoyRewards service, allowing members of loyalty schemes using the platform to have a little fun while redeeming points toward aspirational rewards.
... read more
BRIEFING: SPC doubles discounts for National Shopping Day (24 Sep 2007)
Canadian youth loyalty programme, Student Price Card (SPC Card), is to give students up to double their usual discounts on September 29th, its National Shopping Day. Fifty-two retailers, representing more than 2,700 locations, are participating in the event nationwide. They include Aldo ...
... read more
NEWS: Kaza Club and Xclusives partner for more loyalty benefits (21 Sep 2007)
Kaza Royal Club, a private VIP hotel and restaurant loyalty membership card in Egypt and the Gulf Cooperation Council (GCC) countries, has partnered with the Xclusives restaurant and retail loyalty programme to launch a new programme that offers privileges in the dining, hospitality, and retail sectors.
... read more
BRIEFING: Internet service company buys CauseLoyalty (21 Sep 2007)
In the US, CauseLoyalty (the operator of the Schoolpop and OneCause fund-raising rewards programmes) has recently been acquired by Rakuten USA. Reaching over 17 million families, CauseLoyalty provides fundraising rewards programmes for some 40,000 schools and non-profit organisations through a ...
... read more
NEWS: How eco-friendly marketing affects consumer spending (20 Sep 2007)
Generation Y shoppers (those aged 18 to 30) are equally split about the impact on their personal spending habits of retailers' environmentally-friendly marketing strategies, according to a Maritz Poll entitled 'Environmentally Friendly Retail Marketing: All Hype or Consumer Preference?'.
... read more
BRIEFING: SMS loyalty scheme fuels exceptional sales growth (20 Sep 2007)
In the United Arab Emirates (UAE), Jotun Paints has reported that an SMS (text message) based loyalty programme implemented with SMSXprez.com has recently driven sales growth of double that of the general retail market in ten countries in the region during the past six months. According to ...
... read more
BRIEFING: Big bonuses for Marriott Rewards customers (20 Sep 2007)
Members of the Marriott Rewards loyalty programme can earn up to 10,000 bonus Marriott Rewards points when they pay for their hotel stays with their Visa card from September 2007 to January 2008. Members earn 2,500 bonus Marriott Rewards points with every Visa-paid stay, beginning with their ...
... read more
BRIEFING: How to turn unhappy customers into loyal supporters (19 Sep 2007)
According to consultant Pam Harper, president of Business Advancement Inc., the best practice for turning unhappy customers into loyal supporters is to catch dissatisfaction as early as possible. This can be done by encouraging customer feedback by: listening, to understand their perspective; ...
... read more
NEWS: Pulse loyalty scheme expands into New Zealand (18 Sep 2007)
The Australian multi-brand loyalty programme, Pulse Rewards, has rolled out across all ten Bras N Things (BNT) stores in New Zealand, extending the GraphiCard-based scheme's reach into New Zealand for the first time.
... read more
BRIEFING: TruCash gifting extends into the timeshare market (18 Sep 2007)
DCR Marketing, a provider of customised loyalty and prepaid programmes under the TruCash brand name, has launched a timeshare gifting programme. At the centre of the programme is the TruCash Prepaid Card, which allows the timeshare company to give monetary or points rewards to tour attendees ...
... read more
BRIEFING: Stomp Singapore launches loyalty card & club (18 Sep 2007)
On the first birthday of the Stomp online community's web site, Singapore Press Holdings has launched Club Stomp to reward loyal bloggers. Club Stomp is a community created for members to interact in the virtual world as well as face-to-face. By sourcing member benefits from firms in Singapore ...
... read more
BRIEFING: Canadian mobile phone users get new Fido Rewards (18 Sep 2007)
Fido has recently relaunched Fido Rewards , a loyalty programme that allows customers to redeem points for mobile phone handsets, accessories, products, services, and prepaid airtime at any time. Each time a customer uses their handset, they earn Fido Dollars which can be redeemed whenever the ...
... read more
NEWS: Canadian bank customers mostly go for convenience (17 Sep 2007)
Canadian consumers are aiming for convenience in their banking relationships, according to the J.D. Power and Associates '2007 Canadian Retail Banking Customer Satisfaction Study', which ranked TD Canada Trust highest among the country's 'Big 5' retail banks.
... read more
BRIEFING: UK student loyalty card expands partner list (17 Sep 2007)
The UK marketing agency Cocktail Marketing has created ten new brand affinity partnerships for Varsity's V Card student loyalty scheme, which currently claims membership of more than 500,000 students. The new brand partners were signed up in order to increase sales of the V Card while also ...
... read more
NEWS: Strativity announces new CEM certification programme (14 Sep 2007)
The customer experience consulting firm Strativity Group has announced a new Customer Experience Management (CEM) certification programme, to be launched in New Jersey, USA, at the end of October 2007.
... read more
NEWS: Best customer service asset is staff, study finds (13 Sep 2007)
Organisations that employ excited and passionate people are more likely to create a service-focused culture that delivers great customer service - a situation that leads to happier customers, according to a recent customer loyalty and service improvement survey by The Ken Blanchard Companies.
... read more
NEWS: Ways to engage consumers through social networking (12 Sep 2007)
Social networking sites (SNS) such as MySpace and FaceBook are growing at an incredible rate, with a huge number of consumers having set up profiles on one or more of these services. But this Web 2.0-based phenomenon is yet to be fully understood or leveraged by most marketers, according to advertising trends publisher ConnectThru.
... read more
NEWS: Carrefour Malaysia launches new loyalty programme (12 Sep 2007)
In conjunction with Malaysian coalition loyalty provider, RealRewards, Carrefour has launched a points-based 'shop, swipe and redeem' loyalty programme in Malaysia.
... read more
BRIEFING: Emax Loyalty starts up with SelektPoints support (12 Sep 2007)
Emax, which sells and supports solutions and services that help achieve improved efficiency and competitive advantage to clients, has established a new division focused on the design, implementation and operation of global loyalty programmes. Guy Deslandes has been appointed as the division's ...
... read more
NEWS: Office Depot relaunches Worklife Rewards programme (11 Sep 2007)
Office Depot has now enhanced and expanded its 'Worklife Rewards' customer loyalty programme. The new 'Office Depot Worklife Rewards 10% Plus' loyalty scheme offers 10% back on computer printing-related purchases among others, and an additional 1% back on most other purchases.
... read more
BRIEFING: Golden Tulip hotels partners with Virgin Nigeria's FFP (11 Sep 2007)
The Golden Tulip Connections programme, run by Golden Tulip Hospitality Group (based in The Netherlands and Switzerland) has partnered with Eagleflier , Virgin Nigeria's frequent flyer programme. Connections is a global frequent flyer programme linking frequent flyer and other loyalty benefits ...
... read more
NEWS: Survey examines latest US consumer loyalty trends (10 Sep 2007)
The highest level of customer loyalty programme involvement comes from affluent consumers, with this group having been saturated by the travel industry. But the new loyalty battleground is in the retail arena, according to research from loyalty marketing consultancy and publisher, Colloquy.
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NEWS: Customer relationships: learning from the utility sector (6 Sep 2007)
Businesses are increasingly aiming to foster 'better relationships' with their customers, with most trying to duplicate the techniques of small shopkeepers on a wider scale. But CRM systems and database marketing are only part of the answer, according to Rob Denton, managing director for UK-based Navigator Customer Management.
... read more
BRIEFING: McDonald's Arch Card contributes to college savings (6 Sep 2007)
Upromise has announced a new platform that will provide companies with a way to help Americans earn college savings rewards, with McDonald's being the first company to take advantage of the platform through its McDonald's Arch Card gift card. Upromise is actively marketing companies that ...
... read more
BRIEFING: Personally tailored TV ads impress test market (5 Sep 2007)
A new televisual technology called EDIBS (embedded digital broadcast services) can now enable TV broadcasters to satisfy the individual expectations of viewers while also rewarding them for their loyalty to the station. The new system from Austrian company F5 gives advertisers the option to ...
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BRIEFING: European kiosks conference details announced (4 Sep 2007)
From 7th to 8th November 2007 the KioskCom Europe 2007 interactive self-service industry conference and exhibition will open its doors at Olympia in London, UK. With the market for self service technologies having experienced double-digit growth over the past 3 years, many retailers and loyalty ...
... read more
BRIEFING: Rogers Video launches Star Rewards loyalty scheme (4 Sep 2007)
Rogers Video has announced the introduction of a new customer loyalty programme called Star Rewards , offering members free movies, games and other entertainments through the company's chain of video stores throughout Canada. With each Rogers Video purchase, customers earn Star Rewards points (1 ...
... read more
NEWS: Study identifies the key drivers of brand loyalty (3 Sep 2007)
Many UK consumers feel a strong sense of loyalty toward their favourite brands, with one-quarter of these rating their loyalty level at 10 out of 10, according to a research report into consumers' feelings of loyalty toward their favourite brands, and the factors that inspire that loyalty, from Arvato Loyalty Services.
... read more
BRIEFING: New restaurant gift & loyalty card platform launched (3 Sep 2007)
A new gift card-based loyalty platform has been launched in the US, claiming to offer restaurants the ability to increase customer orders by up to 93%. The nTouch Loyalty platform aims to reduce customer turnover, increase average order value, and encourage repeat business by awarding loyalty ...
... read more
BRIEFING: IQPC customer loyalty summit comes to Florida (3 Sep 2007)
From 12th to 15th November 2007 the Customer Loyalty Summit 2007 will open its doors in Florida, USA. Hosted by IQPC, the event has been put together to explore the best strategies for developing and maintaining customer loyalty - in particular, taking a big-picture, strategic look at the topic ...
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NEWS: UK firms missing value of bill/statement marketing (31 Aug 2007)
More than £500 million worth of trans-promotional advertising space on consumers' bills and statements is still going unused in the UK, according to the latest research from UK-based direct marketing firm dsiCMM.
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NEWS: What are the real benefits of a single customer view? (30 Aug 2007)
Companies that lack a single view of their customers are at a real disadvantage, according to a new white paper from Infor and Peppers & Rogers, which highlights a growing problem of personalised communications that lack personal relevance.
... read more
NEWS: Why Web 2.0-based customer relationships work - or not (30 Aug 2007)
In a world of increasing choice and commoditisation, consumers are seeking new levels of meaning and value in their choices, spending, and relationships, according to customer relationship expert John Todor of The Whetstone Edge, who has highlighted some of the most significant aspects of the 'Web 2.0 world'.
... read more
BRIEFING: New loyalty scheme opens in UK for local businesses (30 Aug 2007)
The UK-based business planning firm B2B Platform has announced the launch of a new business-to-business loyalty platform called Inafiniti . Aimed at local, independent businesses, the scheme gives the SME sector a way of rewarding clients without the need for in-house database or loyalty ...
... read more
NEWS: Three tiers for Virgin Blue's frequent flyers (29 Aug 2007)
Virgin Blue's frequent flyer programme, Velocity, has had a number of new features added with the aim of providing greater recognition and rewards for frequent flyers, including three new membership tiers.
... read more
BRIEFING: Speed Rewards to give away luxury race experience (29 Aug 2007)
Best Western, the Official Hotel group for NASCAR, is to give racing fans the chance to win a special racing experience through a new sweepstake, operated by its NASCAR-themed loyalty programme, Speed Rewards . Until 6th October 2007, members of Speed Rewards will earn a sweepstake entry for each ...
... read more
BRIEFING: Borders Rewards reaches 20m member milestone (29 Aug 2007)
Membership in Borders Rewards , the customer loyalty programme for Borders and Waldenbooks customers in the US, is now reported to exceed 20 million. The programme, which launched in February 2006 is now estimated to have penetrated some 18% of US households. According to Borders Group CEO ...
... read more
BRIEFING: Redemption bargains for United Plus members (29 Aug 2007)
United Airlines' Mileage Plus frequent flyer programme is offering members more value for their loyalty by temporarily reducing the amount of Mileage Plus miles needed to redeem award travel on some of its shortest flights. Selected United Economy Saver award travel booked through the airline's ...
... read more
NEWS: The top ten myths about luxury consumers (28 Aug 2007)
A great amount of mythology and popular lore now surrounds the wealthy consumer and the affluent lover of luxury consumption. While many marketers are happy to perpetuate those myths and put their own customers' loyalty at risk, the US-based Luxury Institute has researched and answered what it believes to be the top ten such myths along with ways to move past them.
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BRIEFING: Futura Rewards launches savings rewards credit card (28 Aug 2007)
The Futura Loyalty Group, operator of the Canadian Future Rewards loyalty programme, has partnered with MBNA Canada Bank to create a new Futura Rewards MasterCard credit card. Cardholders will earn up to 2% in Futura Rewards on all eligible retail purchases (up to an annual maximum of ...
... read more
BRIEFING: Dollar offers triple FFP miles or points (28 Aug 2007)
Dollar Rent A Car is offering a "triple miles or points" promotion in conjunction with six of its airline frequent flyer programmes and one hotel frequent guest programme. Until 15th November 2007, customers can earn triple miles with Alaska Airlines Mileage Plan, American Airlines AAdvantage, ATA ...
... read more
BRIEFING: Credit card's rewards go toward health care (28 Aug 2007)
Founded in 2005, and launched in 2007, US-based Lifespring Health has introduced a new way of making everyday purchases help pay for health care and fitness expenses. The Lifespring Health credit card rewards members with loyalty points based on the value of their card spending with the ...
... read more
NEWS: Discounts being driven away by loyalty marketing (27 Aug 2007)
There was time when retail store owners knew their customers personally and could make personal recommendations that were trusted implicitly, but today's customers are increasingly perceptive and capable of making complex purchasing decisions and finding the best bargains on their own, according to a new trend report from international loyalty programme provider ICLP.
... read more
BRIEFING: Thanks Again rewards piggy-back on existing cards (27 Aug 2007)
A new online rewards programme called Thanks Again has been based on the idea that most consumers already hold debit cards, and should be able to collect rewards for using those cards without having to sign up for a new card to gain cash back and other rewards. The creators of the programme ...
... read more
NEWS: Personalisation threatens price comparison shopping (24 Aug 2007)
One in three British consumers has stopped using price comparison web sites and a further 47% said they would not use them again after finding out the results are often biased according to which listed company is paying the most, according to the '2007 Online Shopping Report' commissioned by cashback cooperative Quidco.
... read more
NEWS: True benefits of the mobile channel revealed (23 Aug 2007)
In a culture of advert avoidance and personal 'cocooning', brands face a real challenge in developing highly targeted campaigns that not only acquire new customers but also build meaningful one-to-one relationships, according to Robert Thurner, director of the UK-based mobile branding consultancy Incentivated, who suggests that the ever-evolving mobile phone is rapidly becoming the most effective and trackable relationship marketing channel.
... read more
BRIEFING: BSP Rewards to adopt Creditz digital currency (23 Aug 2007)
CEO America, the exclusive US licensee of the Creditz digital currency, reports the signing of a licensing and exchange agreement with BSP Rewards. The agreement will enable BSP Rewards, which builds branded loyalty programmes and discount web shopping malls, to accept Creditz as a form of payment ...
... read more
NEWS: Ad-driven m-shopping service launches in the UK (22 Aug 2007)
A new mobile phone-based shopping mall called '2shop4' has launched a trial service in the UK, with the aim of providing loyalty rewards for m-shopping activities and bringing about a wide-scale change in the way mobile phone users shop for products they want.
... read more
BRIEFING: Building customer engagement the mobile way (22 Aug 2007)
Moosejaw Mountaineering, an outdoor gear and apparel retailer, is offering its customers the option to communicate and place orders via the mobile channel. The company now allows shoppers to browse, compare prices, and purchase, and then track their order from their mobile phone, as well as ...
... read more
NEWS: Green card's rewards help offset carbon emissions (21 Aug 2007)
A new eco-friendly 'GreenPay' credit card has been launched by Fintura Corporation, aiming to reward ecologically-conscious consumers for their loyalty by donating money toward the purchase and retirement of carbon credit offsets.
... read more
NEWS: Customer satisfaction flattens out across the board (21 Aug 2007)
Customer satisfaction with the products and services sold in the US has risen for nine consecutive quarters - the longest period since measurement began in 1994, according to the latest figures from the American Customer Satisfaction Index (ACSI).
... read more
BRIEFING: Points International's new P2P scheme 'on track' (20 Aug 2007)
Points International reports that it expects to close a number of new deals during the coming year, and is on track to launch its new Global Points Exchange - a peer to peer loyalty points exchange platform - by the end of 2007. At the same time, the company reported that Q2 2007 saw its total ...
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BRIEFING: Hawaiian restaurants join Rewards Network (17 Aug 2007)
The Hawaiian restaurant operator Aaron Placourakis has added his three restaurants - Son'z at Swan Court on Maui , Aaron's atop the Ala Moana , and Sarento's Top of the 'I' - to the Rewards Network. Placourakis's locations will be marketed through the Rewards Network web site and through ...
... read more
NEWS: Success factors for gift card launches in new markets (16 Aug 2007)
Moving into new markets with pre-paid gift cards or loyalty cards may seem like an attractive proposition but there are several success factors that are often overlooked, according to Giftex Prepay, which has compiled a case study to show how a new market strategy should be planned and executed.
... read more
BRIEFING: Shopko Stores launches new loyalty programme (16 Aug 2007)
In the US, the retail group Shopko has launched a new loyalty programme called My Shopko Rewards , which provides two different ways for regular Shopko customers to save money: The My Extra Savings loyalty rewards package, backed up by an optional My Shopko Rewards co-branded Visa credit ...
... read more
BRIEFING: Etihad Guest gives away luxury prizes for first anniversary (16 Aug 2007)
Etihad Airways' frequent flyer loyalty programme, Etihad Guest, has unveiled a series of promotions to celebrate its first anniversary. The Birthday Bonanza promotion includes prizes such as tickets to the Formula 1 grand prix in Belgium and Italy, as well as a trip to the 'Boeing Experience' in ...
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NEWS: Loyalty sign-up kiosks roll out across the US (15 Aug 2007)
In the US, four separate retailers have announced immediate plans to pilot the internet-based 'Rapid Enrol' kiosk from biometric payments provider Pay By Touch to help increase in-store sign up rates for their loyalty programmes.
... read more
NEWS: Why banks need blogs to engage their customers (15 Aug 2007)
Financial institutions need to engage in corporate blogging efforts without delay as a major brand-building and customer connection exercise, according to a research report from Javelin Strategy & Research.
... read more
BRIEFING: Hawaiian Airlines partners with Shop4Miles (15 Aug 2007)
Shop4Miles, an online price comparison engine that rewards its users with airline miles, has added Hawaiian Airlines as its latest mileage partner. As a special promotion to celebrate Hawaiian's participation, Shop4Miles is offering new users 200 bonus miles on their first purchase using the ...
... read more
BRIEFING: Virgin VIP scheme reaches 150,000 members (14 Aug 2007)
Virgin Megastores reports that, despite an industry-wide drop in music sales of some 15% its US stores have seen a 9% spike in comparable music sales in the first quarter, and a 15% increase in overall comparable sales over the same time last year. DVD sales are also up 11% and interactive games ...
... read more
NEWS: E-customer acquisition costs growing alongside profits (13 Aug 2007)
Online retailers' profits are still increasing, but cost of acquiring customers is keeping pace and putting increasing pressure on margins, according to e-commerce conference firm E-Commerce Expo.
... read more
BRIEFING: Drug Fair & Cost Cutter launch rewards programme (13 Aug 2007)
In the US, the New Jersey drugstore chain Drug Fair Group has launched a new shopper rewards programme called We Care in its 41 pharmacies and 14 Cost Cutter stores. The We Care Card rewards shoppers with 1 Reward Point for each US$1 spent at any of the chain's stores. For every 150 Reward ...
... read more
BRIEFING: Eve Magazine launches subscriber loyalty scheme (13 Aug 2007)
The British women's magazine Eve has launched a new rewards programme called Exclusively Eve , which provides subscribers with a rewards card that offers discounts on beauty, fashion, boutique hotels, and weekly shopping bills. Partners that offer rewards when the card is presented include Nicky ...
... read more
BRIEFING: Starwood revamps Preferred Guest web site (13 Aug 2007)
Starwood Hotels & Resorts has announced a complete re-design of its Starwood Preferred Guest , including a range of new tools, features, and downloads that aim to provide members with more personalised access and a truly customised online experience. According to Mark Vondrasek, senior vice ...
... read more
NEWS: Best practices to stop a good loyalty scheme from stalling (10 Aug 2007)
There's never a bad time to take a look at the key best practices and advice that will provide the tools and insight needed to grow not only a successful customer loyalty programme but also make a solid impact on your company's bottom line.
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NEWS: How user-generated content boosts customer satisfaction (10 Aug 2007)
Online retailers are increasingly tapping into user-generated content (UGC) as a way of increasing both sales and customer satisfaction, according to a study by Bazaarvoice and online research publisher e-Consultancy.
... read more
BRIEFING: Canadian toll road hands out valuable loyalty rewards (10 Aug 2007)
The Canadian toll road operator 407 ETR reports that it has awarded almost Can$4 million worth of benefits during the first 5 months of its rewards programme, ETR Rewards . The programme offers free road usage and fuel savings (at Petrol-Canada locations) to personal transponder users who ...
... read more
BRIEFING: Vesdia signs up new multi-channel merchants (10 Aug 2007)
Vesdia has signed up several more multi-channel merchants, including FAO Schwarz, Hammacher Schlemmer, Lumber Liquidators, Timberland, and Yankee Candle. In addition, online brands Banana Republic, Bloomingdale's, Brookstone, and Polo Ralph Lauren have also recently joined Vesdia-run loyalty ...
... read more
NEWS: How shopper behaviour shifts as fuel prices rise (9 Aug 2007)
There is a growing trend in the North American retail landscape that is opening new doors for retailers previously stifled by supercentre competition, along with new growth opportunities for CPG and healthcare companies, according to a report from Information Resources.
... read more
NEWS: Prepaid cards' success lies in solving consumer problems (9 Aug 2007)
While debate about which prepaid card applications will be the drivers of future growth in the sector continues, UK-based prepaid business analyst Giftex Prepay has found that the key to a successful application is simply to solve consumers' problems.
... read more
BRIEFING: Bowling Rewards goes wireless for amateurs (9 Aug 2007)
Bowling Rewards has rolled out a customised rewards programme for the Amateur Bowlers Tour (ABT) in the US. Local ABT franchises nationwide will be able to use Bowling Rewards' proprietary 'One Card' technology from a wireless, internet-connected laptop computer at local centres, featuring ABT's ...
... read more
NEWS: BabyGiftIdea.com launches new loyalty scheme (8 Aug 2007)
The online baby gift retailer BabyGiftIdea.com has launched a new customer loyalty programme called 'Baby Dollars', which allows regular customers to earn points for items they buy through the company's online store.
... read more
BRIEFING: Scientific satisfaction alone can't build brand loyalty (8 Aug 2007)
In general, customer satisfaction levels with leading life science suppliers are relatively high. But five US-based suppliers stood out as having the highest levels of both satisfaction and brand loyalty (those being Eppendorf, Millipore, New England Biolabs, Qiagen, and Sigma-Aldrich) in a study ...
... read more
BRIEFING: Rebel Office Supplies launches UK e-loyalty scheme (7 Aug 2007)
The UK-based online stationer and office supply company Rebel Office Supplies has launched a new customer loyalty and incentive programme aimed at rewarding regular patrons of its online store. The new programme offers loyal customers free gifts and other promotions. Currently the company is ...
... read more
NEWS: Nectar re-brands and targets 'treats and fun' (6 Aug 2007)
The UK-based retail coalition loyalty programme Nectar is to undergo a major re-branding on its fifth anniversary in September, featuring a redesigned logo to go with a new-look Nectar card, and a range of new rewards options focusing on the idea of 'fun and treats'.
... read more
BRIEFING: US cellphone users seek greater appreciation (6 Aug 2007)
Mobile phone network operators are failing to make high ARPU (average revenue per user) service users in North America feel appreciated, according to the 'Road Warriors 2007: Love Them or Lose Them' report from high-tech market research firm In-Stat. More than 60% of these users said they do not ...
... read more
BRIEFING: Loyalty Lab and ePrize team up on loyalty systems (3 Aug 2007)
Loyalty Lab and ePrize have partnered to enhance both companies' customer loyalty offerings by co-developing quicker and more robust programme solutions. The marketing firms' new partnership will provide "flexible and integrated loyalty technology that drives measurable results", and both ...
... read more
BRIEFING: Allworx launches reseller loyalty programme (3 Aug 2007)
Allworx, a telephone and network systems provider, has launched a new reseller loyalty and incentive programme called Loyalty Dollars , designed to encourage and reward top-performing reseller partner companies. The programme was developed to serve as the basis for future incentive-based ...
... read more
NEWS: Key factors influencing student spending habits (2 Aug 2007)
The spending of college students in the US is funded largely by Baby Boomer parents, according to research from web advertising firm Burst Media, which found that 46.1% of male and 50.9% of female college students fund their expenses this way.
... read more
BRIEFING: Brand loyalty still suffering from excessive choice (2 Aug 2007)
As many consumer goods markets and segments reach maturity, the importance of customer retention has become a highly significant issue, especially as the number of new customers available becomes increasingly small. Indeed, deep brand loyalty is the ideal goal of most marketers, according to a new ...
... read more
BRIEFING: Maritz adds Malmaison hotels to EY programme (2 Aug 2007)
UK-based employee loyalty and motivation firm Maritz has signed up the Malmaison hotel group as the latest retail partner for its programme. Malmaison operates 11 hotels throughout the UK. According to Paul Brown, incentives specialist for Maritz, "Malmaison offers EY cardholders a choice of ...
... read more
BRIEFING: Carlson Marketing offers digital music rewards (2 Aug 2007)
In the US, Carlson Marketing has launched a new way of redeeming loyalty points, in the form of its Upbeats digital music store, through which participants can redeem points for downloadable music. The , exclusive to Carlson's loyalty programmes, was developed in conjunction with Puretracks ...
... read more
BRIEFING: Customer service still a key differentiator (1 Aug 2007)
Consumers overwhelmingly prefer good customer service over the hottest, most innovative product offerings, and most consumers will tell others about their customer experiences - whether bad or good - according to a customer service survey conducted by Harris Interactive for Verint Systems. Some ...
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BRIEFING: What do food & grocery shoppers really want in-store? (1 Aug 2007)
Consumers are increasingly demanding, expecting more for less than ever before, and have become "deal seekers", "cherry pickers" and "foodies" all at the same time, according to research from Deloitte. The report, 'An appetite for change: Food & Beverage 2012' , concluded that by 2012 the debate ...
... read more
BRIEFING: The role of loyalty in choosing credit or debit payments (31 Jul 2007)
The size of the transaction is the main driver of British consumers' decision to use a debit or credit card, according to the latest Cardbeat research report from Auriemma Consulting Group. Consumers were found to be 40% more likely to use credit cards than debit cards for purchases of £51 - ...
... read more
BRIEFING: iPoints coalition launches Summer Scratchathon (31 Jul 2007)
The UK-based online coalition loyalty programme iPoints has announced a new 'Summer Scratchathon' promotion in which, for redeeming as few as 250 iPoints for a 'virtual scratchcard', programme members have chances to win one of 600 prizes. The promotion runs for a period of six weeks from mid-July ...
... read more
BRIEFING: Study examines UK customer loyalty by sector (30 Jul 2007)
UK shopper counts have fallen this year in all retail categories except personal care, homewares, and DIY, according to a report from Verdict Research (a subsidiary of Datamonitor). Sectors such as DIY and homewares, which offer products that tend to be regarded as non-essentials, have seen a ...
... read more
BRIEFING: ATA Travel Awards joins Points.com exchange (30 Jul 2007)
ATA Airlines has signed up with Points International, operator of the Points.com loyalty currency exchange, to enhance its Travel Awards frequent flyer programme. Points.com will provide online features for ATA's Travel Awards programme members who want to boost their account balances (or those ...
... read more
BRIEFING: Emirates Bank announces summer loyalty bonuses (30 Jul 2007)
Until 16th August 2007, Emirates Bank is offering all of its cardholders the chance to win one of 90 Samsung U600 mobile phone handsets, with each AED200 spent on an Emirates Bank card entitling the cardholder to another prize draw entry. At the same time, cardholders can earn double MeMiles for ...
... read more
BRIEFING: Delta signs loyalty partnership with Hilton (27 Jul 2007)
Delta Air Lines has established a new preferred partnership with Hilton Hotels reward customers who use both companies' services. As a launch promotion, Delta's SkyMiles frequent flyer programme members will earn 1,000 bonus miles and 1,000 Medallion Qualification Miles each time they stay at ...
... read more
BRIEFING: SeaMiles launches new rewards credit card (26 Jul 2007)
The US-based cruise loyalty programme provider SeaMiles has recently partnered with Chase Card Services to launch its new SeaMiles Visa Signature Rewards Card . The new card allows cardmembers to redeem SeaMiles rewards as easily as they earn them. Cardmembers earn 1 point per US$1 spent on ...
... read more
NEWS: Customer acquisition based on credit personalities (25 Jul 2007)
Following a study of trends in consumers' credit card balance behaviour and movements between accounts over time, Experian has defined seven personality types that aim to give lenders a better way of managing their customers than traditional demographics such as age, disposable income, and shopping behaviour.
... read more
BRIEFING: Accenture publishes new insights into CRM (25 Jul 2007)
Truly effective Customer Relationship Management (CRM) requires ever more agile marketing, sales and service capabilities, according to a new book from Accenture and Montgomery Research, entitled 'CRM Transformation: Transforming Marketing, Sales and Service' . This year's publication, the ...
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BRIEFING: Consumers show little loyalty to health web sites (25 Jul 2007)
In researching health-related issues online, Jupiter Research has found that consumers are more likely to choose information based on relevance rather than the trustworthiness of the source. Outlined in its report, 'US Online Health Consumer Survey 2007: Understanding Search Behaviour' , some 65% ...
... read more
BRIEFING: GeDenim launches RFID-based loyalty programme (24 Jul 2007)
GeDenim, a multi-brand lifestyle and clothing retail network that targets the 15-25 age group through ten stores in and around Paris, France, is to launch a contactless loyalty programme called GSPOT . The programme uses a branded, interactive smart token, interactive POS materials, and ...
... read more
NEWS: South African reward schemes ranked by value (23 Jul 2007)
South Africa's most valuable rewards programmes are eBucks, the Ster-Kinekor Movie Club, Vodacom Talking Points, and the Virgin Atlantic Flying Club, according to the latest 'Value in Rewards Programmes' survey report by Razor's Edge Business Intelligence.
... read more
BRIEFING: Coldwater Creek launches 'OneCreek' loyalty scheme (23 Jul 2007)
Coldwater Creek, a seller of women's apparel, jewellery, gifts and accessories through US retail stores has launched a loyalty programme called OneCreek , offering members discounts and special promotions including enhanced service, previews of upcoming merchandise and trends, access to customer ...
... read more
NEWS: South Africa shifts rules on loyalty point liability (20 Jul 2007)
In South Africa, the latest governmental guidance on customer loyalty programmes has some very significant implications for airlines, hotels, retailers and credit card providers, along with other companies offering reward schemes.
... read more
NEWS: ICLP publishes best practices for new loyalty schemes (20 Jul 2007)
Developing an effective loyalty programme that works equally well for both the company and the customer takes a lot of careful planning and execution, according to a new ICLP white paper that explains the company's best practices for creating successful loyalty programmes.
... read more
BRIEFING: Points International's transactions grow by 40% (20 Jul 2007)
Loyalty reward solutions provider and owner of the Points.com portal, Points International, reports a 40% year-over-year increase in overall points/miles transacted for the month of June 2007, bringing cumulative points/miles transacted to 28.4 billion. In June, Points expanded its roster of ...
... read more
BRIEFING: Good web site experience seen as 'brand booster' (20 Jul 2007)
A survey conducted by e-Consultancy and behavioural research firm Bunnyfoot found that 72% of UK organisations are planning to increase their usability budget over the next 12 months, a greater percentage than for any other area of digital marketing. More than 700 internet marketers took part in ...
... read more
NEWS: Word of mouth isn't just talk - it's listening, too (19 Jul 2007)
Marketers are increasingly using every available channel to encourage word-of-mouth in their efforts to get consumers talking about their products and services, according to Diamond Consultants. But while they are building the 'buzz' they may be missing out on actually learning from their most passionate customers.
... read more
BRIEFING: New family promotion from the Gold Crown Club (19 Jul 2007)
For the third consecutive year, Best Western is teaming with the two children's networks in North America - Nickelodeon in the US and YTV in Canada. The Fairly Odd Parents Summer Promotion runs until 12th August 2007. During this time, members of Best Western's Gold Crown Club International ...
... read more
NEWS: B2B marketing moves online despite data issues (18 Jul 2007)
Among business-to-business marketers, digital marketing such as e-mail, web sites, online registrations, and search engine marketing, are seeing increased investment, but a continuing struggle with data quality is still holding marketers back in general, according to a study from CSO Insights and targeted marketing firm Harte-Hanks.
... read more
BRIEFING: Gap launches loyalty rewards credit card with GE (18 Jul 2007)
GE Money and Gap are to offer a new rewards-based Visa credit card to customers of Gap, Banana Republic, and Old Navy. GE Money also will continue to provide private label credit card programmes for Gap until 2013. The new card will be issued by GE Money Bank and marketed to existing Gap ...
... read more
BRIEFING: Beauty retailers turning to loyalty programmes (18 Jul 2007)
According to a study from global management consulting and market research firm Kline & Company, US retailers of beauty products are banking on multi-channel sales and personalised customer relations strategies to maintain a competitive edge. Faced with a challenging, mature market and growing ...
... read more
BRIEFING: SunCom offers new handsets as loyalty rewards (18 Jul 2007)
SunCom Wireless customers can use the company's new loyalty rewards programme, SunCom Anytime Phone Rewards , to buy a new mobile phone. SunCom applies US$5.00 per month to each customer's phone rewards account. This accumulates over time and customers can choose to wait an extended time to ...
... read more
NEWS: Dorothy Lane upgrades Club DLM with kiosks (17 Jul 2007)
The US-based grocer Dorothy Lane Market (DLM) has signed a deal to implement personalised marketing kiosks and biometric payment services from Pay By Touch's throughout the entire chain by the end of July 2007, including an upgrade to the store's Club DLM customer loyalty programme.
... read more
NEWS: How analytical competitors are stealing customers away (17 Jul 2007)
The driving forces behind many companies' operational improvement priorities do not include customer intelligence, according to customer loyalty author and consultant Jill Griffin of the Griffin Group, whose research with CustomerSat provides insight into why so many customer experiences today are disappointing.
... read more
BRIEFING: Value of South African loyalty miles questioned (17 Jul 2007)
Research conducted by Virgin Money has found that South Africans who have joined an 'airline miles' programme linked to their credit card have to spend, on average, R188,370 (approx. US$26,983) over five years in order to qualify for a free return flight between Johannesburg and Cape Town and ...
... read more
NEWS: HP reseller Loyalty Points scheme succeeds in Ireland (16 Jul 2007)
The Irish rewards and incentives company Win/Win has announced the details of a channel reseller loyalty programme recently developed for HP Ireland, through which resellers are rewarded for working with HP's Personal Systems Group (PSG).
... read more
NEWS: Nectar runs new card game at Sainsbury's (16 Jul 2007)
The UK coalition loyalty programme Nectar has launched a new 'Swipe to Win' promotion through the supermarket chain and founding partner, Sainsbury's, with more than 18 million game cards being distributed to consumers who use their Nectar card with purchases of £10+ (or £5+ at Sainsbury's Local stores).
... read more
NEWS: Employee rewards still a missing link for loyalty (13 Jul 2007)
Workers who feel their good work often goes unnoticed are at risk of defection, leaving companies with talent gaps, increased training costs, and discontinuity of relationships with regular customers.
... read more
BRIEFING: Video game scheme offers discounts for the loyal (13 Jul 2007)
In the US, Play N Trade Franchise has launched a new 'Insider Club 10/10/10' loyalty programme, offering members a 10% discount on used games and accessories, and an additional 10% on games or accessories traded in for store credit. Insider club membership costs US$10 per year, and application ...
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BRIEFING: Loyalty Lab secures US$7m for new expansion (13 Jul 2007)
Loyalty Lab has secured US$7m in venture capital funding from Boston-based OpenView Venture Partners, an expansion-stage venture capital firm. OpenView founding partner Scott Maxwell has taken a seat on Loyalty Lab's board of directors. The capital will be used for sales, marketing and software ...
... read more
NEWS: Study finds most-wanted airline & FFP improvements (12 Jul 2007)
Most airline travellers are calling for a segregated family section on all aircraft, and frequent flyers programme members wish there were even fewer restrictions on award travel bookings, according to a study of airline customer experiences conducted by Maritz Research.
... read more
BRIEFING: Alamo and All Nippon Airways sign loyalty partnership (12 Jul 2007)
Alamo Rent A Car has entered into a travel services partnership with All Nippon Airways (ANA) that will allow members of the ANA frequent flyer programme, ANA Mileage Club , to earn miles when renting from Alamo at any location in the US and Canada. Mileage Club members renting from Alamo will ...
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NEWS: Cultural differences seen in rewards credit cards (11 Jul 2007)
A report from Citibank has revealed both similarities and differences in credit card trends in Australia, China, Hong Kong, India, Indonesia, Malaysia and South Korea. The 'Payment Evolution Report' highlights usage, payment and attitudinal trends and concludes that culture plays a key role in both credit card consumption and behaviour.
... read more
BRIEFING: Next South African loyalty summit announced (11 Jul 2007)
On 11th and 12th September, South Africa's third annual Loyalty Summit will be hosted in Johannesburg, with the promise of a behind-the-scenes look at what makes loyalty programmes succeed or fail, how customer loyalty relates to employee loyalty, and ways of using loyalty programme data to create ...
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BRIEFING: Discover Card tops loyalty index once again (11 Jul 2007)
Discover Card has received top honours for the tenth consecutive year in the Brand Keys Customer Loyalty Engagement Index . The index is an annual study (initiated in 1997) that now examines customers' relationships with 362 brands in 55 categories. The results paint a detailed picture of the ...
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NEWS: Al Tayer launches multi-tiered retail loyalty scheme (10 Jul 2007)
The United Arab Emirates retail group Al Tayer has launched a new multi-tier customer loyalty programme called 'Amber' through which regular customers can benefit every time they shop at participating Al Tayer Group stores.
... read more
BRIEFING: Indian cinema targets profitability through loyalty (10 Jul 2007)
In India, Fun Cinemas has launched a Make-A-Deal promotion for its patrons in Mumbai, offering customised promotions based on programme members' specific habits and preferences. The promotion is being conducted under the banner of the existing Fun Rewards loyalty programme. Using Make-A-Deal ...
... read more
BRIEFING: SEAT Ireland succeeds with new staff rewards (10 Jul 2007)
Car maker SEAT Ireland has launched an online loyalty programme for its dealers, awarding sales personnel in each of its 35 car dealerships for achieving targets. The programme was executed by Irish rewards and incentives company, Win/Win. Over a three-month pilot period, each dealership was given ...
... read more
NEWS: Vice Versa moves into loyalty with Dubai gold card (9 Jul 2007)
Vice Versa has just launched its new Vice Versa Gold loyalty card for visitors to Dubai, extending the validity period to two years instead of the one month offered by the original Silver card.
... read more
BRIEFING: UK Co-op to issue £19.6m in Dividends (6 Jul 2007)
Members of the UK's The Co-operative Group are set to receive a share of profit payment totalling £19.6m for their trade in 2006. The Co-op, which re-launched its membership scheme last year, will pay an annual share of profits equivalent to £0.0143 for each loyalty point earned across its ...
... read more
BRIEFING: SeaMiles launches Visa Rewards card (5 Jul 2007)
The SeaMiles loyalty programme has launched a new credit card, the SeaMiles Visa Reward Card , and a new web site. Designed with the cruise consumer in mind, the site enables members to research cruise lines, check their point balance and keep up with the latest cruise news. The SeaMiles ...
... read more
NEWS: How to gain from missed win-back opportunities (4 Jul 2007)
A new study of over 500 executives in several fields, conducted by CustomerSat and customer win-back expert Jill Griffin, has found that lost customers are ripe for winning back, but few companies are actually taking advantage of this opportunity.
... read more
NEWS: Loyalty cards: the most common source of insight (3 Jul 2007)
Gaining deeper customer insight is the key to gaining a competitive edge in the retail industry, and many companies are looking first at their loyalty card data, according to the first of three parts in a new Economist Intelligence Unit report, collectively entitled 'Intelligent Merchandising: Creating a Unique Shopping Experience'.
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NEWS: Are retail customer relationships still a reality? (2 Jul 2007)
Carlson Marketing and Peppers & Rogers have published the results of their Relationship Builder 2007 study on the current state of customer relationships within the retail industry.
... read more
NEWS: Nectar launches points-based Child Trust Funds (2 Jul 2007)
Nectar, the UK coalition loyalty programme, has partnered with Family Investments, a Child Trust Fund (CTF) provider, to offer a CTF account that can be topped up using Nectar loyalty points.
... read more
BRIEFING: Kobie takes new president to boost the brand (2 Jul 2007)
Loyalty marketing agency, Kobie Marketing, has hired Michael Hemsey as the company's new president. He will oversee the company's operations, business development, IT initiatives, and client services, as well as the overall direction of the Kobie brand. Kobie's current and past clients include ...
... read more
BRIEFING: Gulf Bank of Kuwait joins SelektPoints coalition (2 Jul 2007)
The Gulf Bank of Kuwait (with Smart Chip Technologies and Phoenix Technology Holdings) is to deploy the SelektPoints EMV card-based coalition loyalty programme and will become the exclusive SelektPoints Landlord Bank in Kuwait. Gulf Bank customers will be able to earn SelektPoints rewards at ...
... read more
NEWS: Why social network users aren't really loyal (29 Jun 2007)
Users of online social networking services and web sites appear to have very little loyalty to the networks they use, with many hopping between networks thanks to a growing number of interconnections and links between these sites, according to research from Park Associates.
... read more
BRIEFING: iPoints unveils tailored consumer offers engine (29 Jun 2007)
UK-based online coalition loyalty programme, iPoints, has developed an Offer Optimiser service that recognises customers when they log into a web site, and presents them with tailored offers. The dynamic content presented is based on demographic profiling and online behaviour. The company says ...
... read more
NEWS: Kenworth expands loyal truck owners' privileges (28 Jun 2007)
In the USA, the 'Kenworth Customer Loyalty Program' - which offers a US$2,000 rebate on qualifying truck purchases - has been extended until September 2007, applying to those who trade in an existing Kenworth truck and buy a new 2008 Class 8 model Kenworth T660, T800, W900 or T2000.
... read more
NEWS: ICLP publishes loyalty trend papers in Spanish (28 Jun 2007)
Various loyalty marketing trend reports from global loyalty consultancy ICLP have now been made available in Spanish language, allowing European marketers the option to receive free trend reports and white papers on the subjects of loyalty marketing, research, opinions, and case studies.
... read more
NEWS: Link between targeted offers and satisfaction confirmed (27 Jun 2007)
The leisure and entertainment industry has been rated best while utility companies are worst in terms of keeping UK customers satisfied, according to a survey by database marketing firm GI Insight. But the interesting fact is the correlation between customer satisfaction and these companies' use of targeted communications.
... read more
NEWS: Is the Net Promoter Score really the ultimate metric? (27 Jun 2007)
In a new article published by the American Marketing Association's Journal of Marketing, authored by loyalty experts Timothy Keiningham, Bruce Cooil, Tor Wallin Andreassen and Lerzan Aksoy, there is fresh material for the growing debate surrounding the idea that the Net Promoter Score (NPS) is the only metric necessary to predict a company's ability to grow.
... read more
BRIEFING: Savvy consumers want value as well as rewards (27 Jun 2007)
The 2007 Account Habits Poll conducted for RBC by Ipsos Reid confirms that Canadians are savvy consumers who are driven by value in the majority of their everyday decisions, and like to be rewarded for their loyalty too. When RBC asked bank account holders to evaluate which is most important to ...
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BRIEFING: First Watch launches diner loyalty programme (27 Jun 2007)
Daytime-only restaurant, First Watch, has launched a new website and customer e-loyalty programme. Sun eClub provides incentives to regular First Watch guests by sending e-mails with the latest company happenings, featured menu items and personalised greetings on birthdays and anniversaries ...
... read more
NEWS: Umpqua Bank launches debit card loyalty scheme (26 Jun 2007)
In the US, Umpqua Bank has launched a new 'Umpqua Debit Rewards' programme that awards the bank's debit card users cash back for shopping at local businesses using their debit card.
... read more
NEWS: How UK e-retailers would gain from sharper service (26 Jun 2007)
The UK's online retailers have a long way to go to improve their customer service if they are to reap the rewards of the growing e-commerce market, which is expected to be worth some £60 billion in 2012, according to a study by customer service firm Talisma.
... read more
BRIEFING: New summer offer for Goldpoints Plus members (26 Jun 2007)
Carlson Hotels Worldwide is offering double Gold Points this summer to its current Goldpoints Plus guest loyalty programme members. Goldpoints Plus members can earn double Gold Points from now until the end of August (after their first stay) at any Radisson Hotels & Resorts, Park Plaza Hotels & ...
... read more
NEWS: UK's RoadChef launches mobile loyalty scheme (25 Jun 2007)
In the UK, motorway service station chain RoadChef has chosen m-send and i-movo to provide technology to drive its 'It's on us' mobile phone-based loyalty programme, which offers regular customers a range of benefits via their mobile phone.
... read more
BRIEFING: iPoints coalition signs online healthcare partner (25 Jun 2007)
Pharmaceutical and healthcare company, Goldshield, has joined online coalition loyalty programme iPoints.co.uk, as a full loyalty partner in order to boost customer acquisition and retention. Goldshield was one of the first UK companies to offer vitamins and supplements by mail order. Customers ...
... read more
BRIEFING: JetBlue celebrates TrueBlue's fifth birthday (22 Jun 2007)
JetBlue's frequent flyer loyalty programme, TrueBlue, is now five years old and has registered its 5-millionth member. TrueBlue, which launched in 2002, has experienced a nearly 40% year-on-year membership growth rate since its inception. Unlike traditional frequent flier programmes, TrueBlue ...
... read more
NEWS: Card issuers spending 70% on loyalty benefits (21 Jun 2007)
Successful loyalty programmes have been proven to improve response rates, increase customer spend and reduce account attrition, but new research estimates that 70% of spending by credit card issuers is associated with products that offer loyalty benefits to cardholders.
... read more
NEWS: South Africa: Mugg & Bean launches own loyalty scheme (19 Jun 2007)
South Africans can now help educate and care for orphans and vulnerable children each time they visit a Mugg & Bean coffee bar.
... read more
BRIEFING: WebLoyalty reaches Europe with Interflora (19 Jun 2007)
Webloyalty, a provider of online marketing services, has expanded into Europe with the signing of its first UK client, Interflora.co.uk, part of flower and gift delivery company FTD Group. The company will support Interflora.co.uk and other clients from a new central London office. Customers ...
... read more
NEWS: New 'PayPal Plus' rewards credit card launches (18 Jun 2007)
GE Consumer Finance has partnered with eBay and PayPal in the US to launch a new 'PayPal Plus' MasterCard-based credit card with a loyalty rewards programme for PayPal users.
... read more
BRIEFING: How country of origin still affects luxury brands (18 Jun 2007)
A recent study found that when it comes to consumers ages 18 to 24, a brand's country-of-origin is unimportant. This came as a surprise to some marketers who believed that products could use their country of origin as a significant brand differentiator, as in luxury categories such as Swiss ...
... read more
BRIEFING: Nectar appoints ex-Dunnhumby man for insight (18 Jun 2007)
Loyalty Management Group (LMG), the company that owns and operates the UK's Nectar coalition loyalty programme, has appointed Peter Gleason as managing director of its new insight and communications business. He was previously managing director of Retail Media at Dunnhumby. He will spearhead the ...
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BRIEFING: Rewards Network and Dine Originals team up (15 Jun 2007)
Rewards Network and Dine Originals have formed an alliance designed to help restaurateurs grow their business in the face of escalating competition for consumers' discretionary dining dollars. Dine Originals is the trademarked brand for CIRA, the Council of Independent Restaurants of America. With ...
... read more
BRIEFING: Citibank and LG Telecom to co-launch loyalty scheme (15 Jun 2007)
Citibank Korea and LG Telecom have signed an agreement to launch a new 17+7 marketing campaign. Using 17+7, Citibank Asiana MasterCard holders who belong to the LG Telecom airline mileage programme and also pay their phone bill via automatic transfer using the Citibank Asiana card, can earn up ...
... read more
NEWS: Study examines current drivers of banking loyalty (14 Jun 2007)
For every 1 million customers a bank has, a 5% percentage point increase in the number of customers shifting from 'moderately committed' to 'highly committed' can lead to an additional US$1 billion in deposits, according to the J.D. Power and Associates '2007 Retail Banking Satisfaction Study'.
... read more
NEWS: What consumers really want from retailer coupons (14 Jun 2007)
Despite traditionally low redemption rates from money-off coupons in the UK, a recent survey carried out on behalf of Pay By Touch has revealed that British shoppers do at least show a positive attitude toward discount schemes if they are both highly targeted and convenient.
... read more
BRIEFING: CVS to launch loyalty rewards payment card (14 Jun 2007)
In the US, HSBC Finance and CVS/pharmacy are launching a CVS-branded loyalty rewards payment card. The new CVS ExtraCare Plus card, planned for a mid-2007 pilot launch at the retailer's 141 Indianapolis-area stores, will link the cardholder's existing cheque account to an existing CVS ExtraCare ...
... read more
BRIEFING: Icelandair joins the Points exchange (14 Jun 2007)
Icelandair has now joined the Points.com loyalty currency exchange. Members of the Icelandair Saga Club award programme will now be able to swap award points with other loyalty programmes and redeem their points for merchandise through Points.com. Through the new partnership, Saga Club members ...
... read more
NEWS: How brands with 'soul' build far greater loyalty (13 Jun 2007)
In an internet interview with Laurence Knight, president of the US-based branding agency Fletcher Knight, The Wise Marketer explored the concept of 'brand soul', and its practical implications for both consumers and the corporate bottom-line.
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NEWS: Reward sites refer more engaged consumers, study finds (12 Jun 2007)
New research from Submission Technology, operator of the UK-based GreasyPalm cashback shopping portal, has found that reward sites are delivering strong results for online retailers, as online consumers attracted by rewards-based loyalty web sites proved more valuable to e-retailers than other visitors.
... read more
NEWS: RewardHub loyalty rewards provider network launched (12 Jun 2007)
RewardStream has launched a new network called 'RewardHub', aiming to bring together the industry's top reward and incentive providers and make their programmes available to companies that use the company's LifeCycle Marketing Platform for their customer loyalty programmes.
... read more
NEWS: The six key factors that influence customer loyalty (11 Jun 2007)
Customer loyalty is widely accepted by marketers as being something that's worth nurturing, with many renowned analysts and researchers repeatedly showing the value of loyalty programmes in terms of greater spending and satisfaction, more profitable customer behaviour, reduced defection levels, and unique competitive advantages. But what are the main business factors that directly influence the loyalty of your customers?
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BRIEFING: When is a B2B partner not a partner at all? (11 Jun 2007)
UK-based partner incentive programmes specialist, Loyaltynet, has launched a marketing campaign targeting decision makers within the channel sales & marketing environment. The campaign emphasises how important it is to show that you appreciate your partners, both in your personal and business ...
... read more
NEWS: The impact of 'Green' on the loyalty scheme (7 Jun 2007)
The Wise Marketer recently attended the recent Green Marketing conference in London to better understand the implications of some very high profile environmental initiatives from major UK retailers in the past few months, and their potential impact on customer loyalty across the board.
... read more
NEWS: IMRG launches online customer service index (7 Jun 2007)
A quarterly e-customer service index (eCSI) has been created by the Interactive Media in Retail Group (IMRG) in partnership with eDigitalResearch and the UK-based online loyalty coalition iPoints.
... read more
BRIEFING: Alaska Airlines renews Points partnership (7 Jun 2007)
Points International, owner and operator of the Points.com loyalty rewards management portal, has announced that it has signed a new partnership agreement with Alaska Airlines, which runs to 31st December 2009. Under the terms of the renewal agreement, Alaska Airlines has renewed its participation ...
... read more
BRIEFING: Scottrade takes customer loyalty award again (7 Jun 2007)
The US-based online and branch-supported brokerage firm Scottrade has won the Online Brokerage Category of the 2007 Brand Keys Customer Loyalty Engagement Index for the second year running, being ranked higher than all other online brokers. In the annual survey of 16,000 consumers, Brand Keys ...
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NEWS: Russian retailer X5 reports successful loyalty launch (6 Jun 2007)
In Russia, the retailer X5 Retail Group has announced the successful results of the launch of its 'Club Perekrestok' loyalty programme, which was unveiled in retail stores at the end of 2006.
... read more
NEWS: HP unveils loyalty card-enabled in-store sales kiosk (6 Jun 2007)
Consumers in the US may soon find an increasing number of in-store marketing kiosks in shop entrances as a growing number of technology providers develop personalised, relevance-based marketing kiosks - the latest among which is HP's new loyalty card-enabled sales and service kiosk.
... read more
BRIEFING: Airlines shamed by hotels in terms of satisfaction (6 Jun 2007)
The results of the Market Metrix Hospitality Index (MMHI) for the first quarter of 2007 have been announced: while hotel guest satisfaction climbed to near record levels, airline passenger satisfaction tumbled to its lowest level in years. Rental car scores were stable. Overall, Walt Disney ...
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NEWS: Luxury lessons for loyalty programme operators (5 Jun 2007)
The Wise Marketer has reported on several schemes over the past few years that could be defined as 'luxury focused loyalty marketing' and, given a recent report (named the 'World Wealth Report' from Merrill Lynch and Capgemini) that highlighted the growing group of super wealthy consumers globally (some 8.7 million millionaires), it is timely that we reconsider what is happening in the world of high fashion and luxury.
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NEWS: Microsoft launches Office Live Rewards loyalty scheme (5 Jun 2007)
Personal rewards for business activities are no longer the domain of credit cards and stationery suppliers, as a new partnership between Incentive Logic and Microsoft marks the launch of a loyalty programme for users of Microsoft's Office Live product.
... read more
BRIEFING: Millennium Hotel Group signs with Etihad Guest (5 Jun 2007)
Members of Etihad Airways' Etihad Guest loyalty scheme can now earn 500 miles with each stay at one of Millennium and Copthorne's 67 hotels around the world. Etihad Guest was launched in August 2006 and since then has gained more than 130,000 members worldwide. Etihad Guest membership is free ...
... read more
BRIEFING: SelektPoints takes innovation award in Berlin (5 Jun 2007)
SelektPoints has won the award for Best Innovation in a Loyalty Programme at the Cards International Global Conference in Berlin. SelektPoints, launched globally in 2007 by TII (The International Investor) (see ), specialises in providing regional and international banks and retailers with ...
... read more
NEWS: BMO to reward debit card users with Air Miles (4 Jun 2007)
BMO Bank of Montreal has launched a comprehensive new debit card-based loyalty programme for its customers in Canada, rewarding cardholders with Air Miles for using their debit cards in an effort to lure Air Miles collectors from competitors.
... read more
BRIEFING: White paper questions loyalty scheme effectiveness (1 Jun 2007)
A new white paper from Market Platform Dynamics argues that loyalty programmes today may do little to retain profitable customers. Key findings included the fact that strong attraction to a brand does not necessarily mean that there is a rewards programme behind it, with 8 of the 10 most powerful ...
... read more
NEWS: Shoppers show most loyalty to good service (31 May 2007)
When asked about the best way for companies to express appreciation for their business, three out of four Canadian consumers (74%) cited good service - a preference which out-ranked all other forms of thanks, including gifts (13%) and donations to charity on the customer's behalf (7%).
... read more
BRIEFING: US Bank and Cache launch affinity credit card (31 May 2007)
US Bank and specialty women's clothing retailer, Cache, have introduced a Cache Visa card. Card members will receive 1,000 bonus points with their first purchase, 5 points for every US$1 spent at Cache, Cache Luxe or Cache.com, and 1 point for every US$1 everywhere else. When card members reach ...
... read more
BRIEFING: Doha Bank launches loyalty programme (31 May 2007)
In Qatar, Doha Bank has launched its Dream Card loyalty programme, claimed to be the first credit card in the country to carry a financial application along with a built in loyalty programme all on a single card. The points earned on daily spending worldwide can be redeemed instantly for purchases ...
... read more
NEWS: The negative impact of satisfaction on customer loyalty (30 May 2007)
Three-quarters of customers who report experiencing 'average customer service' also reported a desire to defect from a supplier, and the situation is not being helped by self-service facilities, according to research by Accenture.
... read more
BRIEFING: KidsFutures Inc. takes new name for the Futura (30 May 2007)
The operator of Futura Rewards, KidsFutures Inc., has received all the required regulatory and shareholder approval to change its name to The Futura Loyalty Group. The new name was chosen to reflect the expanded rewards programme launched in the fall of 2006 as the Futura Rewards programme. The ...
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BRIEFING: Satmetrix expands operations into India (30 May 2007)
Loyalty consultants and software providers, Satmetrix, has signed an agreement with Indian technology park, Technopark, to open the company's expanded research and development facility there. According to Satmetrix, the expansion of its R&D efforts into India will allow it access to additional ...
... read more
NEWS: Price cited as 'most important' to online loyalty (29 May 2007)
The loyal behaviour of online consumers is heavily dependent upon price, with low prices being cited by internet shoppers as being the most important factor in their loyalty to an online supplier, according to the results of the 'Consumer Loyalty Survey' from DoubleClick Performics and E-tailing Group.
... read more
BRIEFING: Citibank Taiwan innovates for greater card loyalty (29 May 2007)
While some banks in Taiwan have scaled back their credit card reward programmes recently, Citibank has launched a new rewards programme. Some of the features of the programme include an SMS redemption service, evergreen reward points (i.e. no expiration dates), 24-hour delivery of redemption goods ...
... read more
BRIEFING: Qantas frequent flyer scheme to be revamped (28 May 2007)
There has been much speculation in the marketing industry about the future of Qantas' frequent flyer programme. Addressing the speculation, Qantas' chief executive Geoff Dixon, speaking on ABC local radio's The World Today programme, explained: "What we're going to do is broaden the loyalty earn ...
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NEWS: Older consumers may not be as loyal as you think (25 May 2007)
Baby Boomers grew up with a wide choice of products and companies, and they continue to enjoy variety in their options and allegiances, according to a study by market research firm Focalyst, which found that this lucrative segment of consumers is not as loyal to brands as was previously thought.
... read more
NEWS: Positive customer experiences 'worryingly rare' (25 May 2007)
More than two-thirds of American consumers (68%) said they want to take their business elsewhere - or have actually done so in the past two years - as a result of a poor customer experience, according to a survey by loyalty marketing firm Maritz.
... read more
BRIEFING: Speed Rewards runs special NASCAR sweepstake (25 May 2007)
From 18th May until 18th June 2007, members of Best Western's NASCAR-themed loyalty programme, Speed Rewards , can earn an entry into a contest for each night they stay at any of the 4,200 Best Western hotels worldwide. A random drawing will determine the Grand Prize winner, who will receive a ...
... read more
BRIEFING: Gamers' credit card offers patrons more rewards (25 May 2007)
The Arriva Card, a credit card designed specifically for use in gaming establishments, has initiated a new Bounty loyalty programme that rewards the establishment for each approved Arriva application that results directly from casino activity. Launched less than a year ago, Arriva has already ...
... read more
NEWS: Why customers are switching, and how to reduce churn (24 May 2007)
Competitors are making it easier than ever for consumers to defect and find new suppliers, according to a customer loss study conducted by customer loyalty expert Jill Griffin and research firm CustomerSat.
... read more
NEWS: Co-op Atlantic launches loyalty scheme (24 May 2007)
Co-op Atlantic has announced that 18 of its stores in 15 communities across Atlantic Canada have launched a co-branded loyalty programme with Futura Rewards (previously known as KidsFutures), a rewards programme that helps families save money toward their financial goals.
... read more
BRIEFING: Damon's Grill joins Rewards Network (24 May 2007)
Indianapolis-based Damon's Grill has joined Rewards Network. As part of the programme, Damon's Grill is marketed through web pages on the Rewards Network site and included in printed mailings and targeted emails to Rewards Network members. The restaurant also receives detailed marketing reports ...
... read more
BRIEFING: Ontario Air Miles members gain golf games (24 May 2007)
Canadian Air Miles collectors can now redeem their reward miles toward free golf at more than 60 participating Skins golf courses. Skins is the loyalty programme of the Royal Canadian Golf Association (RCGA), and membership is currently only available in Ontario. Through the programme, free ...
... read more
NEWS: Retail study finds sales assistants causing defections (23 May 2007)
Many consumers consider retailers' front-line sales staff to be the single biggest detrimental factor in their shopping experiences, resulting in more lost business and negative word of mouth than any other retail problem, according to the 'Retail Customer Dissatisfaction Study' from the Verde Group and the Baker Retail Initiative at the University of Pennsylvania's Wharton School.
... read more
BRIEFING: Health provider launches loyalty points scheme (23 May 2007)
In the US, Lifespring Health is to launch a rewards programme that enables customers to more easily afford everyday and unexpected health products and services. The new programme rewards customers with points that can be redeemed for any health service, prescription, elective procedure, gym ...
... read more
NEWS: Blackstone Group to buy Alliance Data Systems (22 May 2007)
Alliance Data Systems (ADS), parent company of the well-known marketing and customer loyalty firms Epsilon and Colloquy, has entered into a definitive agreement to be acquired by Blackstone Capital Partners V, an affiliate of The Blackstone Group, in a transaction valued at approximately US$7.8 billion.
... read more
NEWS: RightNow launches CRM just for retailers (22 May 2007)
RightNow Technologies has launched a new customer relationship management (CRM) platform called 'RightNow Retail', aimed specifically at the retail environment, and addressing the unique challenges of building and maintaining retail customer relationships.
... read more
BRIEFING: CSK Auto to launch ProShop Bucks programme (22 May 2007)
Automotive aftermarket retailer CSK Auto is again running its annual commercial trade promotion that is aimed at increasing its momentum in the commercial auto parts market by rewarding commercial customers with both an instant award opportunities and an accumulation of a loyalty currency called ...
... read more
BRIEFING: Qatar takes more awards with loyalty kiosk (22 May 2007)
Qatar's Privilege Club frequent flyer programme has won eight awards at the recent Freddie Awards. The awards were: programme of the year for EMEA; best newsletter and communications EMEA; best newsletter and communications Asia Pacific; best website Asia Pacific; best customer service Asia ...
... read more
BRIEFING: Mobile banking & loyalty schemes set to grow (22 May 2007)
How profound will the effect of mobile banking be on financial services? According to a new report from Celent, entitled US Mobile Banking: Beyond the Buzz , it is here to stay and will grow significantly faster than online banking. The report reveals that by 2010, 35% of online banking ...
... read more
NEWS: Chase launches Rewards Plus loyalty mall (21 May 2007)
Chase Card Services and Mall Networks have launched a new shopping rewards programme called 'Chase Rewards Plus', offering Chase's cardholders rewards for shopping with Mall Networks' portfolio of e-retail partners.
... read more
NEWS: Net Promoter conferences to argue for both sides (21 May 2007)
Two forthcoming conferences in the United Kingdom are set to address the hotly debated topic of Net Promoter scoring - the quest for the ultimate measure of customer loyalty.
... read more
NEWS: Follow the marketing advice your mom gave you (21 May 2007)
Everything you need to know about marketing was learned during childhood from your mother, according to SubscriberMail's chief executive, Jordan Ayan, who has compiled a rough guide to using motherly advice to improve e-mail marketing technique.
... read more
BRIEFING: China Airlines & Northwest link their FFPs (21 May 2007)
China Airlines and Northwest Airlines have signed a deal to cooperate on frequent flyer loyalty programmes and VIP lounges, starting from 1st August 2007. Members of the China Airlines Dynasty frequent flyer programme will earn mileage when travelling on Northwest flights, while of Northwest's ...
... read more
BRIEFING: Regent Hotels launches US loyalty scheme (21 May 2007)
Regent Hotels & Resorts has launched a new loyalty programme at its two new North American properties (The Regent Palms Turks and Caicos, and The Regent South Beach at Miami Beach). Regent has partnered with Northwest Airlines and United Airlines for an introductory programme offering guests ...
... read more
BRIEFING: Visa introduces Visa payWave in Canada (21 May 2007)
Visa Canada has announced the general availability of its contactless technology, Visa payWave , following the recent success and widespread consumer adoption of contactless payment technology in the USA. For merchants, Visa payWave offers benefits such as faster transaction times, increased ...
... read more
BRIEFING: Interactive e-marketing spend increases (18 May 2007)
PROMO magazine has published its annual Interactive Marketer Trends Study , which found that 49% of marketers have increased their online promotion budgets in 2007. However only 31% had increased their marketing headcount in 2006. Marketers are increasingly relying on online tactics as a core ...
... read more
NEWS: Shell PlusPoints to be replaced by new Drivers Club (17 May 2007)
Shell UK has announced the launch of its new loyalty scheme, the 'Shell Drivers Club', to replace the fuel retailer's existing PlusPoints loyalty card, beginning with a 6 million point giveaway over the programme's first nine weeks.
... read more
NEWS: New index highlights damage from brand-jacking (17 May 2007)
A new quarterly 'Brandjacking Index' that measures the effect of online threats to brands has been launched by MarkMonitor, examining how popular brands are being abused on the internet, and which industries are suffering the worst damage.
... read more
BRIEFING: Many customer relationships built of straw, not bricks (17 May 2007)
Most business leaders (80%) believe they do a good job in building customer relationships, while only 8% of customers agree, according to research from The Whetstone Edge. In its white paper, entitled 'Elevate the Dialogue: The Pathway to Sustainable Profits, Growth and Customer Equity' , the ...
... read more
BRIEFING: Yet more research says Green is growing (17 May 2007)
Another US-based survey has suggested that corporate America must eventually go Green. As corporate social responsibility becomes synonymous with good business, developing Green policies is what many major retailers and corporations are already doing, as 93% of consumers believe companies have a ...
... read more
NEWS: Study ranks industry sectors on loyalty scheme ROI (16 May 2007)
New research from Arvato Loyalty Services has identified and ranked UK companies' ability to realise a solid return on investment (ROI) from their loyalty initiatives.
... read more
BRIEFING: Loyalty points for Nobel's phone card users (16 May 2007)
Nobel, a US-based provider of telecommunications services and pre-paid telephone calling cards, has launched a new loyalty programme to reward its most loyal customers. The new programme rewards long-distance calling card users with Nobel Points, which can then be used to purchase new calling ...
... read more
NEWS: New awards honour staff and customer loyalty (15 May 2007)
The winners of the first annual 'Allegiance Customer and Employee Loyalty Awards' have been announced by customer feedback and loyalty firm Allegiance Inc., recognising companies for exceptional customer and employee loyalty scores based on direct customer and employee feedback.
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NEWS: SmartShop leaps from fingertips to loyalty cards (15 May 2007)
With a view to encouraging further consumer adoption, Pay By Touch has added a loyalty card-based option to its biometric SmartShop service, which gives shoppers customised offers for the products they buy most as soon as they enter the store, before they do their shopping.
... read more
NEWS: Ukrop's rolls out one-to-one marketing kiosks (14 May 2007)
In the US, Ukrop's Super Markets has launched a new 'Savings Spot' one-to-one marketing programme to give frequent shoppers personalised coupons and messages as they enter its stores, starting with locations in Virginia.
... read more
BRIEFING: Aral reports successes of PayBack partnership (14 May 2007)
The first twelve months of the partnership between German fuel retailer Aral and the popular PayBack loyalty coalition have been a success, Aral reports. Since May 2006, Aral has been focusing on customer loyalty, and growth in fuel sales has enabled Aral to increase its market share in the ...
... read more
BRIEFING: Zions Bank expands Cash Rewards programme (14 May 2007)
In Utah, USA, Zions Bank has enhanced its Cash Rewards loyalty programme for its personal Visa credit and debit card holders. Cash-back incentives are now available through online shopping at major national retailers, and the programme also now provides online travel booking services and ...
... read more
BRIEFING: Win-Win updates web site & reward offerings (11 May 2007)
In Ireland, the travel-based loyalty programme and incentives provider Win-Win has launched an updated web site to reflect an increase in the range of options being provided. The company's programmes include low-cost, high-value vouchers such as hotel deals, free flights, discounted travel ...
... read more
NEWS: Why engagement is becoming the new differentiator (10 May 2007)
For the first time in a decade, customer loyalty and engagement expectations have levelled off in each of the 55 categories tracked in the annual Brand Keys Customer Loyalty Engagement Index.
... read more
BRIEFING: Virgin Atlantic becomes Marriott Rewards partner (10 May 2007)
Members of the Marriott Rewards frequent guest loyalty programme can now earn Virgin Atlantic Flying Club miles when they stay at over 2,700 Marriott International hotels throughout 65 countries, bringing Marriott Rewards' airline partnerships to a total of 28. With immediate effect, Marriott ...
... read more
BRIEFING: UK mobile telco satisfaction and loyalty trends (10 May 2007)
Virgin has been ranked highest in customer satisfaction for its mobile telephone service in both the prepaid and contract service sectors, according to the J.D. Power and Associates 2007 UK Mobile Telephone Customer Satisfaction Study . Among pre-pay providers, Virgin moved from third place in ...
... read more
BRIEFING: IHG becomes Virgin Velocity global partner (10 May 2007)
Virgin Blue's frequent flyer loyalty programme, Velocity , has welcomed InterContinental Hotels (IHG) as a global accommodation partner, giving Velocity members the opportunity to enrol with IHG's Priority Club frequent guest programme and earn Velocity Points for stays at IHG's 3,700 hotels ...
... read more
NEWS: Latest estimates of US loyalty scheme participation (9 May 2007)
Membership of US loyalty programmes is estimated by Colloquy to have reached 1.3 billion, which is more than four times the population of the US. The magazine's Q4 2006 analysis of a dozen business sectors concluded that the average US household belongs to at least 12 loyalty programmes.
... read more
BRIEFING: Coutts bank confirms Air Miles replacement (9 May 2007)
In the UK, the private bank Coutts & Co. (the private arm of the high street bank NatWest) has announced that it is also to withdraw from the Air Miles programme in June 2007 (also see ), and is replacing the programme with its own loyalty rewards scheme called Courtesy of Coutts . The new ...
... read more
NEWS: Boating supplier launches B2B loyalty programme (8 May 2007)
RewardStream's 'LifeCycle Marketing Platform' has been adopted by Port Supply, the wholesale division of West Marine Inc., a North American retailer of boating supplies and accessories to run a new business-to-business (B2B) 'Flagship Rebate' rewards programme.
... read more
NEWS: Why is customer win-back being widely ignored? (7 May 2007)
A survey conducted by customer loyalty and win-back experts at CustomerSat has identified several new insights into companies' recognition of customer defection rates.
... read more
NEWS: Best Western launches Ride Rewards for Hog riders (7 May 2007)
Best Western has announced the launch of 'Gold Crown Club International Ride Rewards' - a themed frequent guest programme for Harley-Davidson enthusiasts who stay at Best Western properties on a regular basis.
... read more
BRIEFING: Banco Popular launches loyalty credit cards (4 May 2007)
Banco Popular North America has launched a Banco Popular Platinum MasterCard and a Banco Popular Classic MasterCard to current and new customers. As part of the Platinum card offering, eligible customers will have access to Popular Rewards , a loyalty programme geared toward rewarding ...
... read more
BRIEFING: Home decor wholesaler launches loyalty scheme (4 May 2007)
In the US, the home decor, gifts and accessory wholesaler CBK has launched a loyalty programme called Diamond Rewards . Rewards are based on the total amount that a member merchant spends with CBK in a year. The rewards range from extended dating terms, promotional ideas on DVD, early ...
... read more
NEWS: MasterCard enhances segmented loyalty technique (3 May 2007)
MasterCard Advisors has unveils a number of new enhancements to its 'Segmented Loyalty Programs' platform, which enables card issuers to design customised promotions and rewards for targeted groups of cardholders.
... read more
NEWS: Call centres building greater profit & loyalty (2 May 2007)
Despite the relatively common idea of poor customer service being the 'norm', 61% of consumers surveyed said they see call centres as doing a better job than they did three years ago, according to an international survey for customer contact software provider Genesys.
... read more
NEWS: Lloyds TSB takes Air Miles as NatWest flies solo (2 May 2007)
In the UK, high street bank NatWest has announced the launch of a new travel reward programme called 'YourPoints' in conjunction with online travel agent eBookers. As a result the bank's 19 year relationship with Air Miles is ending in June, and Air Miles will move its banking partnership to Lloyds TSB.
... read more
BRIEFING: TAM and TAP link up on flights & loyalty (2 May 2007)
Domestic Brazilian airline, TAM, and TAP Portugal have agreed to establish an alliance covering several areas, one of which is that by next July, the companies will implement a code share which will provide more flight options for passengers, as well as linking the companies' mileage programmes ...
... read more
NEWS: Customer value & loyalty: Why the show must go on (1 May 2007)
Many industry observers have suggested that loyalty programmes are past their prime as a concept, and that consumers are growing tired of 'playing the points game'. So why is it that there are more loyalty schemes now than ever before, and the number continues to grow, asks Andy Wood, managing director for UK direct marketing firm GI Insight.
... read more
BRIEFING: Catuity supports new dining rewards card (1 May 2007)
In the US, a new nationwide dining card loyalty programme has been launched by Dep Group to reward consumers for dining at their favourite restaurants. Loyalty service provider Catuity has been contracted to support the Dish in the City programme, which is initially being aimed at four key US ...
... read more
BRIEFING: South Africa: Kulula to accept eBucks for flights (1 May 2007)
In South Africa, the popular eBucks coalition loyalty programme has signed a deal with low-fare airline Kulula to provide a new online booking facility that allows programme members to redeem eBucks for air tickets. eBucks members can log on to either the Kulula.com or eBucks.com web site and ...
... read more
NEWS: Pay By Touch launches loyalty & gift card kiosk (30 Apr 2007)
Pay By Touch has launched its latest innovation: a self-service Reward and Gift Card Kiosk. The new kiosks enable consumers to design, print and purchase their own personalised gift cards, as well as sign up for loyalty cards in-store, without assistance from store staff.
... read more
NEWS: Nordstrom launches enhanced loyalty programme (30 Apr 2007)
In the US, the fashion retailer Nordstrom has announced an enhancement to its existing loyalty programme, incorporating the current points system while adding more benefits under the newly named 'Nordstrom Fashion Rewards' scheme.
... read more
BRIEFING: RFID to play role in future customer satisfaction? (30 Apr 2007)
A recent survey of retailers and other consumer-interaction intensive industries has found that improving the customer experience is a key emerging application of RFID technology. The research, conducted by ChainLink Research, asked participants how RFID was being used or planned to be used to ...
... read more
BRIEFING: Goodyear to stay with Air Miles Canada (30 Apr 2007)
Goodyear Canada has signed a multi-year renewal agreement as a national sponsor in the Canadian Air Miles loyalty programme. With more than 500 outlets across Canada, including Goodyear Selects, Fountain Tire, Coast Tire, Royal Tire and Beverly Tire, Goodyear and its dealers will continue to ...
... read more
BRIEFING: Chockstone buys c-store & restaurant loyalty provider (27 Apr 2007)
Chockstone, a provider of customer loyalty programmes and stored value solutions, has acquired Peppercoin, a provider of card-based merchant loyalty programmes and consulting/analytical services. Peppercoin's PCI-compliant services are used by many restaurant brands to tie customer loyalty ...
... read more
BRIEFING: Maybank and Sony Malaysia launch co-branded credit card (27 Apr 2007)
Maybank and Sony Malaysia have teamed up to launch the SonyCard , a new co-branded credit card that offers value for money with an "entertainment experience". The SonyCard is Sony's first co-branded credit card in South-east Asia, and offers shoppers a way to earn loyalty points and be rewarded ...
... read more
NEWS: UK's City of Cambridge launches resident loyalty card (26 Apr 2007)
In the United Kingdom, the city of Cambridge is to get its own electronic loyalty card for cooperative use by local shops, restaurants and leisure facilities, thanks to an initiative launched by the Cambridge City Council in conjunction with the Local Secrets online leisure guide.
... read more
NEWS: Boost Mobile launches VIP rewards programme (26 Apr 2007)
Boost Mobile, a US-based mobile telecoms operator that aims its wireless communications products largely at the youth market, has introduced a loyalty rewards programme called 'Boost VIP Rewards' as an extension to its existing Boost VIP customer benefits programme.
... read more
BRIEFING: Conference to address telecoms loyalty & churn (26 Apr 2007)
Being held in Barcelona, Spain from 25th to 29th June this year, the Telecoms Loyalty & Churn conference organised by IIR Telecoms aims to address the telecommunication sector's most pressing problem: In most parts of the world, telecommunications usage and penetration levels are already at the ...
... read more
NEWS: CVS adds Extra Bucks to loyalty programme (25 Apr 2007)
In the US, retail pharmacy chain CVS has added some new benefits to its ExtraCare loyalty programme, including the introduction of 'Extra Bucks Now' rewards tied to special offers on check-out receipts.
... read more
NEWS: Wells Fargo rolls out green energy loyalty rewards (25 Apr 2007)
Wells Fargo has decided to make a range of clean, renewable energy reward options available to its cardholders through its 'Wells Fargo Rewards' loyalty programme for credit card and cheque card customers.
... read more
BRIEFING: RBC launches new accounts to reward loyalty (25 Apr 2007)
In Canada, RBC Royal Bank has launched a new range of accounts that reward customer loyalty, offering enhanced access to ATMs, and free banking for students and senior citizens, among other benefits. The new accounts, which were the result of an extensive review of the bank's existing cheque and ...
... read more
BRIEFING: Borders Rewards launches Bonus Events (25 Apr 2007)
Members of the Borders Rewards customer loyalty programme, now numbering more than 17 million, will soon be introduced to a new programme benefit called Borders Rewards Bonus Events , designed to provide special savings opportunities just for members throughout the year. The first Bonus Event ...
... read more
NEWS: One-to-one printed magazines cause consumer delight (24 Apr 2007)
With the aim of increasing customer loyalty, marketing response, and spending levels, the Israeli make-up retail chain Madina Milano recently launched one-to-one personalisation for its printed customer magazine, with help from customer loyalty and database marketing experts from SegMarketing.
... read more
BRIEFING: Discover rewards small business owners (24 Apr 2007)
Discover Financial Services has announced the launch of a new Discover Business Miles Card which gives small business owners another way to earn loyalty miles and the ability to travel free without restrictions. The new card follows last year's successful debut of the Discover Business Card ...
... read more
NEWS: FFPs set to expand with credit card partnerships (23 Apr 2007)
A white paper from loyalty systems provider ICLP has been published, examining the various ways in which the financial services sector is making exceptional use of airline partners' frequent flyer programmes (FFPs) to strengthen their customer proposition.
... read more
NEWS: Online loyalty scheme launched for US Hispanics (23 Apr 2007)
A new international Hispanic community and customer rewards programme called Puntismos has been launched in the USA, combined with a web site featuring 15 content channels ranging from movies and music to health and education.
... read more
BRIEFING: Lebanese bank joins SelektPoints loyalty coalition (23 Apr 2007)
The Lebanese merchant acquiring bank Credit Libanais, which provides financial acquiring for more than 10,000 merchants representing much of the country's acquiring market, is to deploy the SelektPoints EMV card-based loyalty programme using the customer loyalty solution from Smart Chip ...
... read more
NEWS: Consumers reject speed vs. quality trade-offs (20 Apr 2007)
Customers are no longer willing to accept trade-offs between speed of service and product quality, and now expect both as an integral part of every transaction, according to new research from Strativity Group.
... read more
BRIEFING: Disney Movie Rewards hits early milestone (20 Apr 2007)
Buena Vista Worldwide Home Entertainment has reported that, after only six months, the Disney Movie Rewards loyalty programme has enrolled over 700,000 members. The programme gives Disney fans an opportunity to earn rewards for purchasing Disney DVDs. Disney movie buyers can enrol in the ...
... read more
NEWS: Greece: Notos expands GraphiCard loyalty scheme (19 Apr 2007)
The Greek department store Notos Galleries has recently launched a new customer loyalty programme called 'Notos Galleries More', based on the GraphiCard thermal loyalty card and CRM platform from Visible Results.
... read more
NEWS: New relationship model helps predict customer loyalty (19 Apr 2007)
The relationship between brands and customers resembles human relationships, with both rational and emotional dimensions, according to the new Harris Interactive Commitment Model - a research framework that helps marketers understand and measure the drivers of customer loyalty.
... read more
BRIEFING: Sporting e-tailer launches new loyalty scheme (19 Apr 2007)
After significant growth in online sports merchandise sales since 2004, SportsNutShop.com has now launched a new frequent buyer programme called GoNuts . Customers who sign up for the programme by the end of April 2007 will earn 200 GoNuts points for registering (which are worth from US$2 to ...
... read more
NEWS: Nigerian bank starts 'total relationship' loyalty scheme (18 Apr 2007)
The Nigerian bank, United Bank for Africa (UBA), has launched a ground-breaking customer loyalty programme called 'Lion's Pride Reward Program' for its retail banking customers.
... read more
BRIEFING: Qatar offers bonus miles for online bookings (18 Apr 2007)
Qatar Airways has launched a new internet booking engine allowing passengers anywhere in the world to search for a Qatar Airways flight across the whole network, as well as to book and pay online, and to have their tickets issued online. One of the key features is the site's 'lowest fare finder' ...
... read more
BRIEFING: Destination Rewards partners with Extraordinary Vacations (18 Apr 2007)
Extraordinary Vacations has announced, as part of its continuing plan to focus on strategic marketing alliances and affinity programmes, an agreement with Destination Rewards. With immediate effect, the agreement calls for Extraordinary Vacations to handle Destination Rewards members' cruise and ...
... read more
NEWS: UK retail network unveils mobile loyalty scheme (17 Apr 2007)
Later this year a new mobile phone-based loyalty programme called 'Shop Scan Save' will be launched by up to 17,000 merchants throughout the UK's PayPoint retail network.
... read more
BRIEFING: Loyalty Lab & Bazaarvoice team up for WOM (16 Apr 2007)
Loyalty Lab has teamed up with Bazaarvoice to help retailers capture greater value from word of mouth (WOM) marketing by rewarding customers for sharing online product reviews and ratings. The partnership brings together two retail technology firms that offer hosted applications and services to ...
... read more
BRIEFING: Stop & Shop updates technology for more loyalty (16 Apr 2007)
The Stop & Shop Supermarket Company (a subsidiary of Ahold USA) has announced that technology from Radiant Systems will soon be deployed to support its fuel retailing operations at more than 60 Stop & Shop fuel centres, with additional support for the company's loyalty programme. The new platform ...
... read more
BRIEFING: Full details of Loyalty World Europe 2007 (16 Apr 2007)
Full details of this year's much-anticipated Loyalty World conference and exhibition have been announced by its organiser, Terrapinn. From 25th to 28th September the Loyalty World 2007 European conference will bring together ideas and business intelligence to help customer relationships make a ...
... read more
NEWS: Carlson & Enpocket partner up for mobile marketing (13 Apr 2007)
In the US, Carlson Marketing and mobile marketing company Enpocket have formed a strategic partnership through which Enpocket's technology and services will drive new mobile components of Carlson's marketing services, worldwide.
... read more
BRIEFING: MasterCard offers local info by mobile phone (13 Apr 2007)
MasterCard Worldwide has unveiled a new service called 'MasterCard Nearby'. The service is a trial of a mobile communications platform that allows MasterCard cardholders to use their mobile phone to access helpful local information, including ATM and merchant locations, driving directions, loyalty ...
... read more
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