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The Wise Marketer's marketing & customer loyalty report for the week ending November 2nd, 2009...
NEWS: How the best-in-class achieve 91% customer retention
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.
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BRIEFING: FFP breakage 'more than GDP of most countries'?
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 ...
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NEWS: Who's not loyal to their mobile service, and why?
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.
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BRIEFING: Chat & self service strengthen e-tail experience
A study commissioned by RightNow Technologies found that consumers are abandoning traditional methods of communication with contact centre agents (such as phone and email) in favour of self-service and web chat. When it comes to making online purchases, half of consumers prefer to 'go it alone' ...
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NEWS: FFPs not meeting members' needs & desires
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.
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BRIEFING: Rapid Rewards adds two Las Vegas resorts
Southwest Airlines has added The Venetian and The Palazzo Resort-Hotel-Casino properties as new preferred partners of its frequent flyer programme, Rapid Rewards. Rapid Rewards members can now earn Rapid Rewards credits for each qualifying stay at both hotel properties. Those who book their hotel ...
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NEWS: Rewards aggregator to benefit loyal Australians
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.
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BRIEFING: Social Media Marketing Council opens doors
Integrated marketing platform provider, Alterian, has launched the Social Media Marketing Council (SMMC), an independent committee designed to ensure the responsible use of social media and the resulting data by commercial organisations. The SMMC will be an independently-chaired organisation with ...
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NEWS: The top 20 attitudes of successful loyalty marketers
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.
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BRIEFING: Best Western joins Canada's Air Miles
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 ...
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