The Customer Engagement Recap: June 20

Posted by Brandon Carter on Jun 20, 2014 12:43:00 AM

Finish off this week, in which we are still excited about soccer, with the news (and news you may have missed) that's going to impact your customers in the coming weeks and months.

In this week's customer engagement recap:

  • Amazon unveils the Fire Phone
  • First Major Mobile Banking Security Threat Hits the U.S.
  • T-Mobile Offers iPhone Tests and Unlimited Music Streaming
  • The Power and Pain of Points and Miles Programs
  • Banks know that customers hate them
  • Communication and Loyalty Programs: Three Steps to Increase Engagement
  • GU Store to Let Customers Leave With Unpaid Merchandise

 

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Topics: Customer Engagement, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Member Benefits, Viewpoints, Weekly Recaps, loyalty programs, customer loyalty

The Power and Pain of Points and Miles Programs

Posted by Brandon Carter on Jun 18, 2014 4:26:00 AM

Have you ever signed up for a points program without actually knowing the details? As in, just pass over your name and phone number and you’ll start getting points on every purchase, eventually earning enough for…something.

Of course you’ve done that. Points are awesome. Points are sexy.

But there is a growing issue with many of these programs, and it's leaving members trapped in a glass case of emotion, wrestling with the joy of so many points (yay!) yet not much of value to acquire with them (boo!).

What's happening in points and miles programs, and what can be done to get them back on the right track?

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Topics: Customer Engagement, PowerDeals, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Credit Card Rewards Programs, What is Loyalty?, Payment Card Rewards, Member Benefits, Viewpoints, points program rewards, microredemption, customer loyalty

The Customer Engagement Recap - June 6

Posted by Brandon Carter on Jun 6, 2014 2:40:00 AM

Finish off this week, where you've heard at least four different people say, "It's June already?!" with the news (and news you may have missed) that's going to impact your customers in the coming weeks and months.

In this week's customer engagement recap:

  • Apple unveils iOS 8 and OS X Yosemite
  • American Express issues alert after Anonymous dumps cardholder data
  • Sprint Reportedly Offers $32 Billion To Buy T-Mobile
  • Millennial Loyalty Statistics: The Ultimate Collection
  • Marriott offers loyalty points for social shares

 

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Topics: Customer Engagement, Points and Miles Programs, Customer Incentives, Member Benefits, Viewpoints, points programs, Weekly Recaps, loyalty programs, customer loyalty

The Customer Engagement Recap – May 23

Posted by Brandon Carter on May 22, 2014 11:47:00 PM

Finish off this week with the most important news (and news you may have missed) from the customer engagement and loyalty marketing world.

In this week's customer engagement recap:

  • EBay asks 145 million users to change passwords after cyber attack
  • Customers unhappy with TV and ISP services, survey shows
  • Citi's points to be used for online bill payments
  • The Two Types of Loyalty, and How to Earn Them
  • The Shame of Being an Early Mobile Wallet User
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Topics: Rewards Programs, Customer Engagement, PowerDeals, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Payment Card Rewards, Member Benefits, Viewpoints, Weekly Recaps, loyalty programs, microredemption, customer loyalty

Breakage Bad: When a Loyalty Program Stops Being a Loyalty Program

Posted by Brandon Carter on May 1, 2014 2:08:00 AM

Not too long ago I stumbled upon an article wherein a loyalty guru was asked to weigh in on the future of rewards programs for credit cards. He opined that the long-term outlook for these types of programs, particularly those that dole out points, was heading for a sharp decline. The problem, he said, was that the convenience of mobile technology would inspire people to actually redeem their points, resulting in a revenue decrease from shrinking breakage.

Like Walter White from the popular AMC series BreakingBad, some loyalty programs are turning to the dark side. They've abandoned their purpose - loyalty, the very thing they're named for - and instead are just another quick trick to bring people in the door and shuffle them right back out.

A loyalty program that's dependent upon breakage to be deemed a success isn't a loyalty program at all. It's just a broken promise.

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Topics: Rewards Programs, Customer Engagement, PowerDeals, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Viewpoints, points and miles rewards, customer loyalty

The Customer Engagement Recap – April 4

Posted by Brandon Carter on Apr 4, 2014 4:30:00 AM

Finish off this week of ill-fated yet well-intentioned April Fools pranks with the most important news (and news you may have missed) from the customer engagement and loyalty marketing world.

In this week's customer engagement recap:

  • Joke products dominate brands' April Fools’ pranks
  • Dealers say GM customer anxiety rising, sales may take hit
  • Cereal aisle psychology: All eyes on the consumer
  • 3 Characteristics of Companies Built for Customer ROI
  • Airlines Push Subscription Programs as the Next Phase in Loyalty
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Topics: Customer Engagement, Points and Miles Programs, Customer Incentives, Member Benefits, Viewpoints, Weekly Recaps, FFP, loyalty programs, customer loyalty

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