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, 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, 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

Has Your Brand Been Forgotten? Time to Start Earning Engagement (INFOGRAPHIC)

Posted by Brandon Carter on Mar 24, 2014 2:23:00 AM

Pop Quiz!

Without consulting Google or your address book, name the following:

 

Your plumber

 

Your dentist.

 

The last membership organization you joined.

 

Your real estate agent.

 

The brand of cereal you ate this morning. Or the name of the farm your eggs came from, if you're the lucky type that gets to have a nicer breakfast.

 

The family vet.

 

The manufacturer of the ink pen next to your hand. Or the manufacturer of the case around your smartphone on which you're reading this.

 

Okay, quiz over. How did you do?

Just a guess, but you probably drew blanks on many of these. It's okay; you're just not engaged with these brands.

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Topics: Rewards Programs, Customer Engagement, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Mobile Coupons, Discount Programs, Payment Card Rewards, Card-Linked Offers, Member Benefits, Viewpoints, facebook, Access Development, earning engagement, infographics, customer loyalty

The Simple Loyalty-Building Tactic Many Companies Ignore

Posted by Brandon Carter on Jan 2, 2014 1:21:00 AM

Try to count the methods companies use to generate customer loyalty, and you'll quickly run out of fingers. And toes. And the fingers and toes of your friends and family. A quick glance at our collection of loyalty statistics shows that companies are attempting a variety of tactics, and customers are lapping it up - if not necessarily always returning their loyalty.

Points and miles, punch cards, gamification, discount programs, insider clubs...brands have become incredibly creative in trying to capture the elusive hearts and minds of customers, with decent results most of the time. If a loyal customer is so much more valuable than trying to pull in new ones, then it's very much worthwhile to invest in any idea that can bring a customer back.

Which is why it's so mind-boggling that many companies are overlooking the small stuff that has a direct impact on a customer's perception of the brand. Specifically, there's one area where many brands are simply not doing enough.

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Topics: Rewards Programs, Points and Miles Programs, Ongoing Incentive Programs, Discount Programs, Member Benefits, Viewpoints, customer service, customer loyalty, social media

Survey Says: Loyalty Programs Popular But Lack Relevance

Posted by Brandon Carter on Jun 26, 2013 5:08:00 AM

There has never been a more exciting time to be in the customer loyalty business. Every day it feels like some new technology hits the market (especially in the mobile world) or some company is going above and beyond to do something great for their customers.

There are a record 2.65 billion loyalty program memberships in the US, a 26.7% jump from 2010. The average household contains 21.9 loyalty programs, up from 18.4 two years ago. These figures are from the latest Colloquy Loyalty Census, which serves as a snapshot of the industry as a whole and the verticals within.

We previously summarized the Maritz Loyalty Report, which had some great information that mostly pointed toward growing interest in loyalty programs, but waning engagement. Not surprisingly, Colloquy’s findings point in the same direction: there is a consumer hunger for loyalty programs – to be recognized, engaged, rewarded – and a lack of fulfillment by brands in meeting those desires.

Of those 2.65 billion memberships, members are active in less than half of them (44%.) Describing “active” as “members who have engaged at least once in the past 12 months,” Colloquy says this number is growing, but at a slower rate than overall memberships (21% to 26.7%.)

Why?

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Topics: Rewards Programs, Points and Miles Programs, Ongoing Incentive Programs, Discount Programs, Payment Card Rewards, Card-Linked Offers, Member Benefits, Viewpoints, Access Development, brandon carter, customer loyalty

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