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The Wise Marketer's marketing & customer loyalty report for the week ending December 14th, 2007...
NEWS: Business intelligence boosts customer retention, survey says
In examining the benefits of business intelligence, decision support, and management reporting, best-in-class field service organisations reported a resulting 42% improvement in customer retention, as well as significant gains in service profitability and first-call fix rates, according to a survey by Aberdeen Group.
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BRIEFING: Carlson adds MP3s to loyalty redemption catalogue
Carlson Marketing's digital music store, Upbeats , has added MP3 format music files (from Universal Music Group as well as from hundreds of independent labels), allowing Carlson Marketing's clients to reward loyalty programme participants with downloadable music. Only five other US music stores ...
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BRIEFING: E-shoppers still satisfied this holiday season
According to the latest Holiday Retail Benchmark report from ForeSee Results, despite a slight decrease in online shopper satisfaction during the week following Cyber Monday, customer satisfaction continues to outpace 2006 levels, presenting a very positive indicator for the rest of the 2007 ...
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BRIEFING: Air Miles Canada 'Memories' competition finishes
More than 10,000 stories of overcoming challenges, helping those in need, and the love of family were submitted by Air Miles collectors throughout Canada as part of the programme's Memories competition, which asked collectors for their heart-warming and humorous anecdotes about how Air Miles ...
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NEWS: Customer experience becoming a key telco differentiator
The telecoms sector is responding well to an ongoing revolution in the communications and media sectors, with an increasing focus on the overall customer experience, according to an IBM survey of over 250 industry executives.
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NEWS: How brands are failing to protect themselves online
Many British businesses are at risk of brand damage on the internet because of poor domain name registration and protection practices, according to the latest Cyberdaq report from domain name specialist NetNames.
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BRIEFING: EY Card signs Dolcis as redemption partner
The global employee performance improvement company, Maritz, has signed up the UK high-street shoe retailer Dolcis as a redemption partner for its EY ('Exclusively Yours') reward card programme. The EY card is a points-based card used to reward employees for good performance, and the points can be ...
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BRIEFING: What are the main drivers of engagement?
A new white paper from Allegiance, entitled 'Discover Engagement' , has identified several drivers of employee and customer engagement, and discusses three main engagement challenges faced by businesses. For example, most companies deal with problems after they happen. To overcome this, companies ...
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BRIEFING: Publishers to see e-revenue surge in 2008?
The Vertical Search Report 2008 survey by E-Consultancy of the members of the Association of Online Publishers, American Business Media, Internet Advertising Bureau, and E-Consultancy's own internet marketing early-adopters community, has found that online publishers' revenue is expected to ...
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NEWS: How online retailers have improved customer respect
The retail industry has improved during the past 12 months in terms of online customer respect and web site usability, according to the Q4 2007 Online Customer Respect Study of the retail industry from The Customer Respect Group.
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BRIEFING: Cross channel, Web 2.0, and what else is new?
According to a new white paper entitled 'Revolution In Progress: How marketing is helping companies manage a cross-channel and Web 2.0 world' , published by Peppers & Rogers and Unica Corporation, marketing has undergone a paradigm shift in recent times. Social media such as blogs, networking ...
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BRIEFING: Free Wi-Fi internet for AA Admirals Club members
American Airlines is offering complimentary Wi-Fi service powered by T-Mobile to Admirals Club members visiting club lounges in the United States and Puerto Rico, as well as to individuals visiting the lounges with a one-day Admirals Club pass. Members can access the service by entering their ...
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BRIEFING: E-shoppers earn Air Miles for Interac payments
BMO Bank of Montreal has added Interac Online payment services to its payment options. This means that customers who make purchases over the internet at participating retailers can have their purchases debited directly from a BMO Bank of Montreal cheque or savings account that is linked to their ...
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NEWS: All about technique: How Goldpoints Plus went global
What did Carlson Hotels - a multi-brand, international hotel company - do when it decided to take its existing US-based frequent guest loyalty programme, Goldpoints Plus, and extend its reach to customers in 71 countries?
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NEWS: Survey: How the best retailers use BI to stay ahead
How are best in class retailers using business intelligence data, and in what ways is their use of that intelligence impacting both merchandising and the bottom line? Aberdeen Group and The Wise Marketer are conducting a survey this month to identify the highest priorities and opportunities for retail business intelligence, and you're invited to participate and receive the full study results.
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BRIEFING: Chrysler launches loyalty credit cards in Canada
Chrysler Financial and MBNA Canada Bank have launched the Chrysler Rewards, Jeep Rewards and Dodge Rewards MasterCard credit cards. Cardholders, whether they own Chrysler, Jeep or Dodge vehicle or simply intend to, can earn points for everyday purchases and then redeem points toward the purchase ...
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BRIEFING: Carbon offsets offered to Aeroplan members
Aeroplan has launched a Carbon Offset programme, enabling members to offset their carbon emissions generated by reward travel, and to help the company reduce its overall environmental footprint. Members can offset flights when completing reward bookings online at aeroplan.com, or redeem their ...
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BRIEFING: HHonors signs up seven new 'Giving Back' partners
The Hilton Family of Hotels has added seven new partners to its Giving Back programme, which allows members to redeem their points toward a cash donation to a variety of charitable organisations. HHonors members can now use their points to contribute to the C5 Youth Foundation, The GRAMMY ...
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FEATURE: Toward a stronger rewards catalogue: The final steps
In a follow up to two earlier articles on successful rewards catalogues, N. Ramasubramani of SurfGold explains how to segment and allocate reward options based on members and points balances... - In the previous articles (see and ), we discussed the factors which make a catalogue attractive to ...
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NEWS: Return to the CRM era: Is it all in their Heads?
One way of measuring how important a customer relationship technology is to companies is to examine related key management positions. Currently, 19% of major UK corporations have shown a commitment to CRM by appointing a dedicated 'Head of CRM', according to a study by integrated marketing specialist GI Insight.
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BRIEFING: Air Miles Canada responds to Aeroplan's purchase of LMG
Air Miles Canada has responded to Aeroplan's purchase of Loyalty Management Group ( ) with the following statement: "Regarding Aeroplan's purchase of LMG, owner and operator of the Nectar loyalty programme in the United Kingdom, this announcement does not impact the Air Miles Reward Program in ...
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BRIEFING: How poor quality e-recommendations affect loyalty
According to the 2007 ChoiceStream Personalisation Survey , online retailers who serve up poor quality recommendations fare worse than those who make no recommendations at all. The survey also indicates that personalised product recommendations have a strong influence on shopper behaviour and ...
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BRIEFING: Indian clothing brand launches loyalty scheme
Indian women's fashion chain, Madame, has launched a customer loyalty programme that features three tiers - the Prestige Madame Prestige, the Prestige Coral and the Prestige Pearl. Customers who buy at the stores are given a Prestige Pre-Card complimentary card, which they can upgrade to a ...
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