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Customer Insight - Customer Insight
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20 APRIL 2014

Welcome to 

Loyalty Magazine

Loyalty Magazine reports on customer retention,loyalty schemes, rewards, affinity, CRM, call centre issues, direct and viral marketing, mobile and internet channels for both B2B and B2C enterprises. It covers all global markets and business sectors, including retail, financial services, travel and hotels, telecoms and electronic commerce.

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article thumbnail Wednesday, 12 February 2014

Are loyalty points meaningful anymore?
The appeal of collecting points and coupons is on the wane, especially among Millennials, but there are other ways major retailers can keep customers coming back, argues Claire Meadows of customer insight company Table 19. Read more ...

 
     

Must read
     
 
Can you create true loyalty with a loyalty programme?

There are a number of mistakes made by brands in designing loyalty schemes, says Jason Holland of customer engagement agency Underwired.
He highlights the fatal errors and how companies can avoid them to achieve one of the Holy Grails of customer behaviour – a habit.

Read more ...
 
     
 
Don't miss
     
   
     

 
 Latest features 
 
   Most read  
 
     
 
article thumbnail Features - Customer InsightTuesday, 28 January 2014

The Future of Loyalty (part 2): Big Data and Social Media
No excuse for not knowing your customers.

The second in our series of articles analysing the challenges and the opportunities for the loyalty industry in 2014.
Read more ...

article thumbnail Features - Customer InsightFriday, 17 January 2014

The future of loyalty
The first in a weekly series of articles analysing the challenges and the opportunities for loyalty in 2014.

Speaking with conviction: Industry experts give advice on what loyalty professionals should be focusing on.
Read more ...

Features - Customer InsightMonday, 09 December 2013

How loyalty point auctions can increase engagement
Latent members are historically one of the biggest challenges for loyalty schemes. Encouraging active participation from ‘non-movers’ who may not have enough points for a meaningful redemption is often key to a loyalty scheme's success, says Phil Bird, CEO of Perfect Channel. Read more ...

article thumbnail Features - Customer InsightThursday, 26 September 2013

Food for thought at the funky customer festival
There was a new, funky feel to this year’s Loyalty World conference. For a start it has morphed into Europe’s Customer Festival and included streams on payments omnichannel and big data.
With live music, deckchairs on artificial grass, table tennis, hand carts full of childhood sweets and gambling for alcohol this was one cool conference…. and very hard work it was too.
Read more ...

article thumbnail Features - Customer InsightWednesday, 09 January 2013

Asking the Right Questions, Taking the Right Actions
Trying to work out how to satisfy customers often relies more on hope rather than certainty.

Sheri Petras, CEO of CFI Group
, argues that the best way of improving customer service and profitability can be summarized in four words: monitor, analyze, act and thrive.
Read more ...

article thumbnail Features - Customer InsightFriday, 03 August 2012

Statistically speaking, loyalty can be proven
It IS possible to prove how much a loyalty programme contributes to the bottom line. All you have to do is take a statistical approach.

Brad Rukstales, president and CEO of CAC Group, a North America based analytics company uses the line “if we can’t measure it, we can’t tell them how much we are adding value.” 
Read more ...

Features - Customer InsightMonday, 23 January 2012

Stop thinking about loyalty as a marketing objective
If we understood our customers, and what drives them, we would have to work less hard at fostering loyalty, argues Tim Williams, planning director at digital and eCRM agency Underwired Amaze. Read more ...

article thumbnail Features - Customer InsightMonday, 21 November 2011

Data is the new oil
As data protection rules are being tightened in many jurisdictions, how should companies ‘join the dots’ of the actions of the datarati?
Having just returned from the four day Loyalty World conference in London, it is not surprising that my head is buzzing with dozens of buzz phrases and important insights, writes Annich McIntosh Read more ...

article thumbnail Features - Customer InsightThursday, 01 September 2011

Special report on loyalty in Japan
Loyalty still a respected value of Japanese culture

A loyalty rewards card that encourages gravesite visiting

The importance of "Matsuri/Festival" to the Japanese people
Read more ...

Features - Customer InsightThursday, 01 September 2011

That thorny old question: Is there such a thing as loyalty at all?
The question is often raised, mostly by people who don’t work in the loyalty business, whether there is really such a thing as loyalty at all. Annich McIntosh, editor of Loyalty Magazine believes that with an economic recession and changing perceptions, it is more important than ever.
Read more ...

article thumbnail Features - Customer InsightTuesday, 28 January 2014

The Future of Loyalty (part 2): Big Data and Social Media
No excuse for not knowing your customers.

The second in our series of articles analysing the challenges and the opportunities for the loyalty industry in 2014.
Read more ...

article thumbnail Features - Customer InsightFriday, 17 January 2014

The future of loyalty
The first in a weekly series of articles analysing the challenges and the opportunities for loyalty in 2014.

Speaking with conviction: Industry experts give advice on what loyalty professionals should be focusing on.
Read more ...

Features - Customer InsightMonday, 09 December 2013

How loyalty point auctions can increase engagement
Latent members are historically one of the biggest challenges for loyalty schemes. Encouraging active participation from ‘non-movers’ who may not have enough points for a meaningful redemption is often key to a loyalty scheme's success, says Phil Bird, CEO of Perfect Channel. Read more ...

article thumbnail Features - Customer InsightThursday, 26 September 2013

Food for thought at the funky customer festival
There was a new, funky feel to this year’s Loyalty World conference. For a start it has morphed into Europe’s Customer Festival and included streams on payments omnichannel and big data.
With live music, deckchairs on artificial grass, table tennis, hand carts full of childhood sweets and gambling for alcohol this was one cool conference…. and very hard work it was too.
Read more ...

article thumbnail Features - Customer InsightWednesday, 09 January 2013

Asking the Right Questions, Taking the Right Actions
Trying to work out how to satisfy customers often relies more on hope rather than certainty.

Sheri Petras, CEO of CFI Group
, argues that the best way of improving customer service and profitability can be summarized in four words: monitor, analyze, act and thrive.
Read more ...

article thumbnail Features - Customer InsightFriday, 03 August 2012

Statistically speaking, loyalty can be proven
It IS possible to prove how much a loyalty programme contributes to the bottom line. All you have to do is take a statistical approach.

Brad Rukstales, president and CEO of CAC Group, a North America based analytics company uses the line “if we can’t measure it, we can’t tell them how much we are adding value.” 
Read more ...

Features - Customer InsightMonday, 23 January 2012

Stop thinking about loyalty as a marketing objective
If we understood our customers, and what drives them, we would have to work less hard at fostering loyalty, argues Tim Williams, planning director at digital and eCRM agency Underwired Amaze. Read more ...

article thumbnail Features - Customer InsightMonday, 21 November 2011

Data is the new oil
As data protection rules are being tightened in many jurisdictions, how should companies ‘join the dots’ of the actions of the datarati?
Having just returned from the four day Loyalty World conference in London, it is not surprising that my head is buzzing with dozens of buzz phrases and important insights, writes Annich McIntosh Read more ...

article thumbnail Features - Customer InsightThursday, 01 September 2011

Special report on loyalty in Japan
Loyalty still a respected value of Japanese culture

A loyalty rewards card that encourages gravesite visiting

The importance of "Matsuri/Festival" to the Japanese people
Read more ...

Features - Customer InsightThursday, 01 September 2011

That thorny old question: Is there such a thing as loyalty at all?
The question is often raised, mostly by people who don’t work in the loyalty business, whether there is really such a thing as loyalty at all. Annich McIntosh, editor of Loyalty Magazine believes that with an economic recession and changing perceptions, it is more important than ever.
Read more ...

Features - Customer InsightFriday, 01 July 2011

The role of trust in customer relationships
ECSP and Pitney Bowes conduct new study
Trust is seen as a core requirement in business, but very few consumers actually admit to trusting a provider.
Read more ...

article thumbnail Features - Customer InsightMonday, 11 April 2011

Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?
How marketers should use customer advocacy research to drive the desired business outcomes from their loyalty programs. Article by Dr. Michael Lowenstein, executive VP
of market research and consulting company Market Probe Read more ...

Features - Customer InsightWednesday, 09 March 2011

Bring Social Media into a holistic customer approach
Advice on how to communicate effectively using third party websites
It is not a wise idea to ignore social media. Whatever your views on the usefulness of Twitter, Facebook, Foursquare et al, they are a powerful and effective method of communicating with customers.
Read more ...

article thumbnail Features - Customer InsightThursday, 06 January 2011

The Walkie-Talkie Model of Customer Experience
The raison d’être for customer experience is to deliver an experience that motivates customers to act in a way that is valuable to business. Article by Qaalfa Dibeehi, chief operating and consulting officer and Zhecho Dobrev, consultant, at Beyond Philosophy.
Read more ...

 
     
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