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Posted by Kendra Lusty on Sep 19, 2019 9:39:19 AM

Last week, we discussed the importance of a great onboarding effort in the article “What is Onboarding? The Next Critical Step in Your Loyalty Program.” And now in the article below we’ll show you some techniques for making your onboarding efforts great.

As a Cub Scout leader, I recently coached a group of 8-year-old boys on how to prepare for a 1-mile hike. I asked them to name some items they would need to bring with them. And because they are 8-year-old boys, they kind of stared off into the distance as I listed the essentials like water, a first aid kit, proper footwear, etc.

Then I asked them what items they shouldn’t bring on a hike. And because they are 8-year-old boys, they talked over each other to name about a hundred ridiculous things like a piece of glass, 5 million empty bags, a spider web, and the giant stuffed lion one had won at a fair.

Posted by Kendra Lusty on Sep 10, 2019 8:26:55 AM

Congratulations! You’ve attracted yourself a new member and you’re bound to be best friends forever, right?

The reality, unfortunately, is that most members won’t stick with you beyond the first week, and even more will disappear by the end of a month. 

Those that stick around for the long haul are your loyal members and your best source of income.

But first you have to get them to stay.

New members are notoriously quick to abandon loyalty programs when they don’t see immediate value. They delete apps, leave points unredeemed, fail to continue a free trial and basically forget you exist. This happens when people don’t immediately see the value of membership.

Posted by Kendra Lusty on Jul 18, 2019 10:07:28 AM

I live in a small town and our only shoe store, Payless Shoes, recently went out of business. And while their liquidation sales were awesome – $2 per pair boys dress shoes? I bought one in every size! – now what?

Between my elementary-aged kids’ ever changing shoe sizes, and my inability to be comfortable in anything more confining than a flip flop, I never buy shoes online.

In case you missed it, Payless Shoes recently closed every store and its ecommerce operations in US and Canada “as a result of a challenging retail climate.”

If you believe the news, you’d probably say Payless is just the next chain in a long line of mega-retailers to fall victim to the dreaded retail apocalypse.

Posted by Kendra Lusty on Jun 21, 2019 9:56:27 AM

Last week, we released the article Superior Customer Service: Your Loyalty Program’s Secret Weapon. In it, we discussed the importance of customer service to any business, but especially to those with loyalty programs, which rely on a positive customer experience to succeed. In part 2 of this series below, we give some tips on how to enhance your own customer service efforts.

I worked in a call center. Briefly.

Fresh out of college, I wanted to be making money as I searched for a “real job” so I took a position that was notoriously easy to get, at a place that would hire just about anyone.

Admittedly, this company put a lot of effort into training according to client expectations. However, it’s very hard to make a group of teens, job seekers, recently laid-off, etc., really care.

Posted by Kendra Lusty on Jun 12, 2019 10:49:54 AM

Confession time. Whenever I have to call customer service, I always cringe, waiting for that dreaded phone tree before I ever get to talk to a person.

I think my record is 18 selections before I got frustrated and pounded 0, which wasn’t listed but thankfully sent me to the operator anyway.

Seriously, I prefer to use a company’s website to find hours of operation, pay bills, and all the other automated tasks you usually find in a phone tree.

So unless one of your options is “If you would like to hear a duck quack” then I’m probably not going to find my answer automated in your system. No, if I’m resorting to dialing a number, I want to talk to a person, dang it.

Rant over.

Posted by Kendra Lusty on Nov 12, 2018 1:44:51 PM

We’ve been sharing the inner workings of the Access’ discount network for a few weeks now. This week in part 3 of our series about the partnership marketing team, we discuss the current effort to enhance the travel experience for members.

When people hear the term “travel discounts,” they usually imagine discounts on hotel stays, car rentals, etc. You know, expenses associated with getting there and staying there.

Indeed, those things are important. Extremely important. So much so, in fact, that we place a great deal of effort into securing major discounts on them. Alone, however, they don’t account for the entire travel experience.

From family activities to business luncheons, travelers fill their days with shopping, recreation, dining out and more.