The Versatility of Loyalty Programs & the Changing 80-20 Rule

Posted by Brandon Carter on Aug 19, 2014 12:10:00 AM

Last year a friend spent an hour telling me about how happy he was with his big screen television. It had a great picture, great apps interface, lots of HDMI ports - things TV geeks love.

This past weekend he bought another TV, though from a different brand than last year's. When I asked him why he switched brands, he provided a simple shrug of his shoulders, pointed at his new TV, and said, "I just thought this one was cool."

Anyone who's ever owned a business or spent any time in a customer service role knows that there are some customers who simply can’t be won over. You can give people a great product at a fair price and responsive service to back it up, and they still might pick a different brand next time simply because it seems like the "cool" thing to do.

[Continue Reading]

Topics: Rewards Programs, Customer Engagement, Customer Incentives, Ongoing Incentive Programs, What is Loyalty?, Member Benefits, Viewpoints, customer retention, customer loyalty, Loyalty Progams

The Customer Engagement Recap: July 25

Posted by Brandon Carter on Jul 25, 2014 4:01:00 AM

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:

  • Amazon Wallet: Gift Card Central For the Everything Store
  • Family Kicked Off Southwest Flight Because Of Dad’s Tweet
  • Coupons: Your Secret Weapon to Reach the Wealthy, Millennials
  • Wal-Mart’s New U.S. Chief Faces Empty Shelves, Grumpy Shoppers
  • Walgreens’ Balance Rewards for Healthy Choices Includes Behavior Change Training
[Continue Reading]

Topics: Rewards Programs, Customer Engagement, Customer Incentives, Discount Programs, Member Benefits, Viewpoints, Weekly Recaps, loyalty programs, customer loyalty

What You Need to Know About Crunched Consumers and Their High Expectations

Posted by Brandon Carter on Jul 15, 2014 2:53:00 AM

A few weeks back we published this simple infographic on some spending trends among consumers. We pointed out how most spending is still local and in-store, as well as how smartphones are beginning to disrupt the shopping process.

Maybe the most important part of the entire graphic is tucked away neatly in the middle. Using data from the 2012 Census, we broke down consumer spending into three categories: Expenditures (required spending such as insurance, utilities and transportation), Necessities (required spending that consumers have quite a bit of flexibility with, such as groceries and personal care products), and Leisure (true discretionary spending, such as dining out, memberships, and entertainment).

The point of this portion of the graphic is that two-thirds of a consumer's income is essentially spent the moment it arrives. And that's AFTER taxes have already shaved off as much as half of the original income. The end result is they get to choose how to spend roughly 16-20% of their income as they see fit.

[Continue Reading]

Topics: Rewards Programs, Customer Engagement, Customer Incentives, Ongoing Incentive Programs, Discount Programs, What is Loyalty?, Member Benefits, Viewpoints, Consumer spending, customer loyalty

Customer Engagement Recap: June 13

Posted by Brandon Carter on Jun 13, 2014 1:00:00 AM

Finish off this week, in which we all suddenly are 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 Turns On Prime Music Streaming, Sans Current Hits
  • Online Banking: A Shift to Mobile Platforms
  • What a (Well Done) Discount Program Can Do For Your Member Benefits
  • Maritz Loyalty Marketing rebrands for relevance
  • Consumers Have Paid Down $32.5B In Credit Card Debt So Far This Year, But It’s Still Not Enough
  • PS4 Users Can Now Buy Games With Just Their Phone Number
[Continue Reading]

Topics: Rewards Programs, Customer Engagement, Customer Incentives, Ongoing Incentive Programs, Mobile Coupons, Discount Programs, Credit Card Rewards Programs, Payment Card Rewards, Card-Linked Offers, Member Benefits, Viewpoints, Weekly Recaps, daily deals, loyalty programs, customer loyalty

What a (Well Done) Discount Program Can Do For Your Member Benefits

Posted by Brandon Carter on Jun 10, 2014 2:06:00 AM

In this day and age, when consumers have more choices on where to spend their money, and more economic incentive to be overly selective about those choices, having a throw-away benefit is risky. It leads customers to question where their dollars are going, and gives them no reason to continue engaging beyond an initial perusal.

Here's why member benefits are so important: unless an organization makes great smartphones, computers, televisions or automobiles, chances are their customers aren't interacting with the brand every day. There's a good chance they've totally forgotten the organization entirely. This makes for an awkward conversation when bills come due or the customer is asked to make another purchase.

An Example of How Not to Benefit Your Customers

A mid-sized company looking for a discount program benefit contacted us about a year ago. After a few meetings and demos, they were totally seeing the positives of a quality program. Then when the time to make the decision came, they went with a freebie solution - a compilation of affiliate deals that drive small amounts of transactional revenue back to the organization.

It didn't matter if people wouldn't actually use or benefit from the program, they explained, because the company just needed to check the "discount program" box so their benefits could match what their competitors offered.

[Continue Reading]

Topics: Rewards Programs, Customer Engagement, Customer Incentives, Discount Programs, Member Benefits, Viewpoints, customer loyalty

The Customer Engagement Recap – May 30

Posted by Brandon Carter on May 29, 2014 11:58:00 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:

  • Apple, Beats Deal Means 'Better Music for Customers'
  • No Driver, No Problem: How Google's Self-Driving Car Transforms Travel
  • Smartphones and the Path to Mobile Payments Adoption
  • Starbucks Customer Hacks Loyalty Program With Record-Setting Free $54.75 Drink
  • Target customers are ready to forgive and forget
  • Gen Y Hopes Their Next Bank Helps Them Budget Better
[Continue Reading]

Topics: Rewards Programs, Customer Engagement, Mobile Coupons, Member Benefits, Viewpoints, Weekly Recaps, customer loyalty

Engagement & Loyalty Tips Delivered to Your Inbox

inexpensive customer appreciation
New Call-to-action
member benefits case studies