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4 DECEMBER 2016

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article thumbnail Friday, 02 December 2016

Loyalty proposition fails if physical wallet is full
Majority surveyed already adopted a mobile wallet

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Together or apart? Analysing FFP trends

A marriage made in heaven, but is it time for divorce?
Few would question the value of a frequent flyer programme to an airline. They are an intrinsic part of most customer propositions, increasingly even for low cost airlines.

In fact FFPs are regularly valued at more than the airline itself. But this raises the question whether it is advantageous to split the airline and the FFP and if so how to do it.
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article thumbnail News - Customer InsightFriday, 02 December 2016

Transient employees cost money – and customers
Survey shows employee poaching rife, yet few companies addressing the problem Read more ...

article thumbnail News - Customer InsightFriday, 02 December 2016

The rise of the “What’s in it for me?” customer
1 in 4 now expect to be rewarded for their loyalty Read more ...

article thumbnail News - HospitalityThursday, 01 December 2016

Take two pitchers of water and equalise
Level up where necessary (Recipe for success when merging loyalty).
Exclusive interview with Elina Zois, head of Europe for Marriott Rewards and Starwood SPG Points, on plans for the two programmes after the merger of the two hotel groups.  Read more ...

article thumbnail News - E-LoyaltyWednesday, 30 November 2016

Our only Black Friday story
– you need to read this!

Big abandonment lesson from the shopping data
Read more ...

article thumbnail News - Customer InsightWednesday, 30 November 2016

The most loyal customer: Male, married and millennial
Turkish, Brazilian and US customers are most engaged with brands Read more ...

article thumbnail News - Reward SchemesTuesday, 29 November 2016

The Sun tests reader rewards
Newspaper offers cash for codes Read more ...

article thumbnail News - Reward SchemesMonday, 28 November 2016

500 sign up for town rewards scheme
Instant reward vouchers for spending in-store Read more ...

article thumbnail News - Reward SchemesFriday, 25 November 2016

Hertz marks 5th anniversary with offers
Prizes for Europe loyalty members Read more ...

article thumbnail News - Financial ServicesThursday, 24 November 2016

Merchant-funded blockchain initiative
Crowdsourced funding round for loyalty network Read more ...

article thumbnail News - Coalition SchemesWednesday, 23 November 2016

Bank BRI launches travel rewards card
Credit rollout by Indonesian bank Read more ...

News - Customer Insight
Transient employees cost money – and customers
Liam McLoughlin - Friday, 02 December 2016

News - Customer Insight
The rise of the “What’s in it for me?” customer
Liam McLoughlin - Friday, 02 December 2016

News - Hospitality
Take two pitchers of water and equalise
Liam McLoughlin - Thursday, 01 December 2016

Events - General
CX Transformation: Financial Services
Liam McLoughlin - Thursday, 01 December 2016

News - E-Loyalty
Our only Black Friday story – you need to read this!
Liam McLoughlin - Wednesday, 30 November 2016

News - Customer Insight
The most loyal customer: Male, married and millennial
Liam McLoughlin - Wednesday, 30 November 2016

News - Reward Schemes
The Sun tests reader rewards
Liam McLoughlin - Tuesday, 29 November 2016

News - Reward Schemes
500 sign up for town rewards scheme
Liam McLoughlin - Monday, 28 November 2016

News - Reward Schemes
Hertz marks 5th anniversary with offers
Liam McLoughlin - Friday, 25 November 2016

News - Financial Services
Merchant-funded blockchain initiative
Liam McLoughlin - Thursday, 24 November 2016

News - Coalition Schemes
Bank BRI launches travel rewards card
Liam McLoughlin - Wednesday, 23 November 2016

News - Marketing
The problem with millennials - They are not necessarily who you think they are
Liam McLoughlin - Tuesday, 22 November 2016

News - Retail Loyalty
Etihad teams with Nigerian retailer
Liam McLoughlin - Monday, 21 November 2016

News - Hospitality
AccorHotels takes control of loyalty provider
Liam McLoughlin - Thursday, 17 November 2016

News - Customer Insight
Customers becoming less committed to brands
Liam McLoughlin - Wednesday, 16 November 2016

News - Coalition Schemes
Samsung Pay adds rewards to wallet
Liam McLoughlin - Tuesday, 15 November 2016

News - Data Security
Major players unite to tackle loyalty fraud
Liam McLoughlin - Monday, 14 November 2016

News - Coalition Schemes
Rewards scheme targets small and medium hotel groups
Liam McLoughlin - Monday, 14 November 2016

News - Social Media
Facebook finds love
Liam McLoughlin - Friday, 11 November 2016

News - Travel
Airports fail to utilise their rewards schemes
Liam McLoughlin - Thursday, 10 November 2016

Events - General
Money 20/20 Europe
Liam McLoughlin - Wednesday, 09 November 2016

News - Customer Insight
Customers frustrated by time needed to resolve issues
Liam McLoughlin - Wednesday, 09 November 2016

News - Comment
Comment: Seeing the funny side of the Toblerone change
Liam McLoughlin - Tuesday, 08 November 2016

News - Travel
Airbnb increases airline partners
Liam McLoughlin - Tuesday, 08 November 2016

Book Reviews - Book Reviews
Book review: A gripping read about the blockchain
Liam McLoughlin - Monday, 07 November 2016

News - Comment
Book review: A gripping read about the blockchain
Liam McLoughlin - Monday, 07 November 2016

News - Data Security
UK to implement GDPR
Liam McLoughlin - Monday, 07 November 2016

News - Customer Insight
AI could take the mystery out of music
Liam McLoughlin - Monday, 07 November 2016

News - Mobile Rewards
McDonald’s plans 'order and pay' app
Liam McLoughlin - Monday, 07 November 2016

News - Marketing
Loyalzoo launches automated marketing engine
Liam McLoughlin - Monday, 07 November 2016

News - Travel
Crossborder rewards for travellers
Liam McLoughlin - Friday, 04 November 2016

News - Travel
Etihad airline partners align programmes
Liam McLoughlin - Friday, 07 October 2016

News - CRM
Scottish loyalty start-up raises £1.9m
Liam McLoughlin - Friday, 07 October 2016

News - Financial Services
RBS uses chatbot for customer service
Liam McLoughlin - Thursday, 06 October 2016

News - Hospitality
Dubai hotel is top loyalty enroller
Liam McLoughlin - Tuesday, 11 October 2016

News - Marketing
Proxama to create BLE ad network
Liam McLoughlin - Wednesday, 19 October 2016

News - Loyalty Magazine Awards
The Loyalty Magazine Awards Call for Entries 2017 launched
Liam McLoughlin - Monday, 17 October 2016

News - Comment
A gentle reminder about your relationship
Liam McLoughlin - Tuesday, 25 October 2016

News - Travel
Airbnb bookings earn frequent flyer points
Liam McLoughlin - Wednesday, 05 October 2016

Events - General
Customer Experience Transformation: Financial Services Summit
Liam McLoughlin - Friday, 07 October 2016

News - Corporate Social Responsibility
Free Content: PepsiCo aims to do good
Liam McLoughlin - Wednesday, 19 October 2016

News - Loyalty Magazine Awards
Why we won: Dr. Max
Liam McLoughlin - Friday, 14 October 2016

News - Financial Services
Loyalty the missing piece for mobile wallets
Liam McLoughlin - Tuesday, 18 October 2016

News - Hospitality
Wyndham ranked top for hotel rewards
Liam McLoughlin - Thursday, 06 October 2016

News - Reward Schemes
SuperValu enlists Aimia for scheme revamp
Liam McLoughlin - Friday, 21 October 2016

News - Company news
Loyalzoo targets £500k in funding
Liam McLoughlin - Friday, 14 October 2016

News - Loyalty Magazine Awards
India ranks second on Global Retail Development Index
Liam McLoughlin - Wednesday, 19 October 2016

News - Loyalty Magazine Awards
Why we won: Ideal Boilers
Liam McLoughlin - Monday, 31 October 2016

News - Travel
Flybe extends loyalty to redemption
Liam McLoughlin - Monday, 24 October 2016

News - Hospitality
Marriott expands card reward options
Liam McLoughlin - Wednesday, 26 October 2016

News - Comment
Comment: Seeing the funny side of the Toblerone change
Liam McLoughlin - Tuesday, 08 November 2016

Features - MobileThursday, 03 November 2016

Why we won: Turkcell
GNC app: Loyalty Magazine Awards winner of Best Use of Gamification to Enhance Loyalty

Why we won: Turkcell has set a high benchmark for Gamification with a campaign that is targeted, relevant, integrated and largescale, with very impressive numbers Read more ...

article thumbnail Features - Retail LoyaltyWednesday, 14 September 2016

Why we won: Shell
Pump Challenge - Make filling up fun (Best Use of Communications winner at The Loyalty Magazine Awards)

Why we won: The Challenge shook up an existing scheme by gamifying the mundane process of filling up to increase customer expenditure. Read more ...

article thumbnail Features - Financial ServicesMonday, 01 August 2016

SPECIAL REPORT
Rewards crowdfunding continues to make waves
Plutus Tap & Pay raises £1m in nine days for cryptocurrency product
With the news that Plutus, the London-based cryptocurrency payment platform has raised over £1m in less than ten days of launching a crowdfunding campaign the spotlight is once again on peer to peer lending to fund major projects especially rewards-based crowdfunding initiatives. Read more ...

article thumbnail Features - BrandsTuesday, 26 July 2016

Turkcell: A company with loyalty in its DNA
Named Organisation of the Year at the 2016 Loyalty Magazine Awards, during its 22-year life Turkcell has sought to excite and delight its customers by making sure it understands them. Chief customer officer Dogus Koran explains what makes Turkcell such a customer focused organisation. Read more ...

article thumbnail Features - Financial ServicesWednesday, 15 June 2016

Alipay: Alternative, but one of the biggest in the world

EXCLUSIVE ARTICLE

Imagine a world where your mobile is your lifestyle tool. Your device will know where you are, customise the wallet page to your wants and history, and provide all the services you need right now, like restaurants or online stores. Read more ...

article thumbnail Features - Customer InsightMonday, 09 May 2016

Giving customers reasons to be devoted
Partners are a very important component of a loyalty programme. It takes expertise, technological and data know-how, analytics and a very good sprinkling of creativity and excitement to achieve customer engagement. In this series of articles, we ask leading providers to explain their propositions and their take on loyalty, to help you make the right business choices.
In this feature, we talk to Mignon Buckingham, MD of ICLP. Read more ...

article thumbnail Features - BrandsTuesday, 12 April 2016

Building a business on Trust

More than just words from AmazonWhen Patrick Gauthier, VP external payments for Amazon, stood in front of the 3,000-plus audience at Money20/20 Europe in Copenhagen recently and talked about trust, everyone just nodded; the audience didn't need convincing; Read more ...

article thumbnail Features - Reward SchemesThursday, 28 January 2016

Ranking the global coalition schemes
There are more than two billion members of coalition loyalty programmes worldwide, but which are the biggest schemes?
We reveal the answers in exclusive rankings and details of the top 30-plus schemes. Read more ...

Features - Green LoyaltyTuesday, 01 December 2015

Highlighting responsibility and sustainable tourism
A browse through which travel companies win the green awards

In the week the Climate Change Conference takes place in Paris, it seemed appropriate to take a look at initiatives around the world working to achieve sustainable tourism, or at the very least, to lessen the damage it can cause. There seemed no better way of doing this than to profile the companies winning various sustainability and ecology awards.
Read more ...

article thumbnail Features - Data SecurityWednesday, 23 September 2015

What it will cost loyalty marketers to become EU data law compliant
The EU data law is due to come into effect in December 2017. Between now and then loyalty marketers will have to have to manage a heavy workload in implementing necessary change in order to be technically prepared.

Article by
Dene Walsh, operations director of Verso Group. Read more ...

article thumbnail Features - BrandsThursday, 10 September 2015

Moving from the Segments to the Love
Changing emphasis sees brands building bridge


A change of speaker emphasis was apparent at this year's Europe Customer Festival.  Out of fashion seemed to be the focus on data segmentation and analytics. Instead, the audience was urged to think of the customer as an individual that matters (Britvic), a respected friend (Dragon's Den investor Deborah Meaden) or as business partners (Eamon FitzGerald MD for Naked Wines). Read more ...

article thumbnail Features - Reward SchemesFriday, 21 August 2015

Making a brand top-of-mind
The challenge that faced BP
-
"We're not Starbucks. We're not that cool"
BP has revamped its loyalty programme with the emphasis on top-of-mind awareness. Which is something of a challenge for a fuel company - or any utility for that matter. Read more ...

article thumbnail Features - data/researchTuesday, 28 July 2015

Why is retention the poor relation to marketing?
And why analytics and predictive modelling will change this

Retention has always played second fiddle to acquisition within marketing – despite the fact that acquiring new customers is far more expensive than retaining existing ones and that the top tranche of customers contributes the vast majority of long-term revenue. A shift in demographics and a new era of 1:1 personalisation may change this. Article by Cassie Lancellotti-Young Read more ...

article thumbnail Features - Financial ServicesTuesday, 14 July 2015

Payments: The Five Mistakes Killing Customer Retention
The payments process is often the chink in the armour of a customer-centric brand strategy. Grant de Leeuw, general manager Europe at TALKINGTECH, highlights five common payments  mistakes and how they can be avoided. Read more ...

Features - Data SecurityWednesday, 17 June 2015

Loyalty marketers sleep walking into law breaking
The consumer opt-in consent protection for marketing campaigns is being rendered obsolete by new EU legislation. Jeremy Whitaker, chairman of Verso Group, explains what this means for marketers and how they can continue to use customer data. Read more ...

article thumbnail Features - E-LoyaltyWednesday, 15 April 2015

Social media for lasting customer relationships
Too many online loyalty schemes fall into the trap of thinking they know what their customers want. Retailers such as Debenhams are showing how well thought-out, targeted promotions and gamification achieve success by driving word of mouth on social media, says Gideon Lask of Buyapowa. Read more ...

article thumbnail Features - GamificationWednesday, 15 April 2015

Social media for lasting customer relationships
Too many online loyalty schemes fall into the trap of thinking they know what their customers want. Retailers such as Debenhams are showing how well thought-out, targeted promotions and gamification achieve success by driving word of mouth on social media, says Gideon Lask of Buyapowa. Read more ...

Features - Retail LoyaltyFriday, 20 March 2015

Exploring the untapped retail potential of China
In December last year China overtook the US as the world's largest economy. There is huge untapped potential for foreign retailers to reach this market, particularly in eCommerce with the 300 million online shoppers in China. Read more ...

article thumbnail Features - Retail LoyaltyThursday, 19 February 2015

Customer experience in the UK and US – Are we speaking the same language?
Read more ...

Features - Customer InsightMonday, 02 February 2015

3 steps for utility companies to win customer loyalty
With two million customers a year switching energy supplier Keshav Murugesh, group CEO of WNS, explains how utilities can get their most loyal customers to turn into brand advocates. Read more ...

 
     
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