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: 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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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.
... read more
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.
... read more
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 ...
... read more
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.
... read more
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).
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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.
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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$456,893 compared to a ...
... read more
NEWS: Canada's most trusted brands for 2009 (2 Jun 2009)
In a consumer world where brand choice often comes down to the element of personal trust, Reader's Digest magazine commissioned Harris/Decima to conduct a survey of Canadian consumers, revealing the country's most trusted consumer brands.
... read more
BRIEFING: GolfingCard members get rewards via cellphones (2 Jun 2009)
EDataNetworks has recently launched its mobile module, integrated with the backbone technology of its existing loyalty and cause-related marketing systems. The launch of the mobile module began with the company's golfing rewards programme, GolfingCard . The new module helps GolfingCard members to ...
... read more
BRIEFING: Hilton HHonors announces summer rewards (29 May 2009)
Hilton HHonors, the frequent guest loyalty programme of the Hilton Family of Hotels, has put into place several summer promotions. First, members can earn 10,000 Hilton HHonors bonus points for completing a minimum three-night stay at any Conrad Hotel & Resort or any Waldorf Astoria Collection ...
... read more
BRIEFING: US travel agents offered TruCash reward platform (29 May 2009)
The TruCa$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 ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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: ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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: ...
... read more
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 ...
... read more
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 ...
... read more
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.
... read more
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.
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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 ...
... read more
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 |
