The Customer Engagement Recap – September 26

Posted by Brandon Carter on Sep 25, 2014 11:57:01 PM

Finish off this week 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:

  • US Bank Refunding $48M to Credit Card Customers
  • Why “Nice” Business is Now Very Good Business
  • Americans abandoning airline loyalty programs
  • Study says loyalty program data is not secure enough
  • You Are Now Watching 93 Minutes Of Netflix A Day, You Lazy Bum
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Topics: Customer Engagement, PowerDeals, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, Viewpoints, Weekly Recaps, customer loyalty

The Customer Engagement Recap – September 26

Posted by Brandon Carter on Sep 25, 2014 11:57:00 PM

Finish off this week 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:

  • US Bank Refunding $48M to Credit Card Customers
  • Why “Nice” Business is Now Very Good Business
  • Americans abandoning airline loyalty programs
  • Study says loyalty program data is not secure enough
  • You Are Now Watching 93 Minutes Of Netflix A Day, You Lazy Bum
[Continue Reading]

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

The Dangers of Overthinking Loyalty Programs

Posted by Brandon Carter on Aug 21, 2014 12:58:00 AM

I don't just work for a company that operates in the loyalty program space, I'm a huge fan of them myself. I'm attracted to the idea of getting something - points, a "punch," anything - for spending my dollars with a company. Like most people (78% in fact), I'm more likely to pull the trigger on a purchase if I know it'll be recognized somehow.

I'm not in the majority, however, when it comes to redeeming points (just 35% of members redeem points, according to Forrester). I like something for my points, even if it's just a branded beer koozie.

So it was that I found myself on the phone with a national retailer that operates a fairly prominent points program. Looking through their online portal, I noticed I had accumulated enough points to acquire a $50 gift card. Except, the site wouldn't let me redeem my points for that reward. According to the rep on the phone, it seems some of the points I had accumulated during a recent promotion weren't eligible toward the gift card.

Huh? I didn't know rules like that existed, but she told me it was all right there in the fine print of that particular promotion, naturally.


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She went on to explain that I could redeem most of my points for a $35 gift card and my "promotional" points for a $5 card, putting me just $10 away from the $50 card I had fallen in love with. Conversely, if I spent a couple hundred bucks in-store that week I could earn points that would actually count toward the $50.

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Topics: Rewards Programs, Customer Engagement, PowerDeals, Points and Miles Programs, Customer Incentives, Ongoing Incentive Programs, What is Loyalty?, Viewpoints, 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 – 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

The Customer Engagement Recap – May 2

Posted by Brandon Carter on May 2, 2014 2:22:00 AM

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:

  • IPHONE 6 TO FEATURE MOBILE PAYMENTS
  • GameStop Will Close Around 125 Stores, Open Up To 400. Wait, What?
  • Breakage Bad: When a Loyalty Program Stops Being a Loyalty Program
  • T-Mobile signs up more customers in first quarter than rivals combined
  • Coca-Cola or Pepsi: Can You Guess Which Brand Is Tops in Consumer Loyalty?
  • The Six Non-Negotiable Traits of Great Discount Programs

 

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Topics: Customer Engagement, PowerDeals, Discount Programs, Viewpoints, Weekly Recaps, loyalty programs, customer loyalty

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