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24 MARCH 2019

 

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article thumbnail Thursday, 20 December 2018

Feeling strong? Here are the predictions for 2019
Making predictions for the coming year is always fraught with danger, but this year it is even more complicated – for myriad reasons ranging from political and economic through to technology and changing behaviours. However, there is no shortage of people prepared to take a gamble. Here is a selection of those that caught our eye: Read more ...

 
     

Must read
     
 
Experiential loyalty superceding wine clubs

California offerings range from your own barrel to a home dinner
US wineries are re-evaluating their loyalty offering, and moving away from the wine club and its order by the case proposition.

Read more ...
 
     
 
Don't miss
     
 
The Loyalty DebateIndustry experts Chuck Ehredt, CEO, Currency Alliance, Dan Truscott, Head of Business Development, Loyalty at Visa, and Iain Pringle of consultancy New World Loyalty discuss the big questions.

 
     
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 Latest features 
 
   Most read  
 
     
 
Features - Customer InsightFriday, 18 January 2019

Be nice to me or I’ll go - Especially if you don’t know my name
Rudeness tops charts
Retail is most definitely going through a period of uncertainty yet it is the really fixable problems like staff rudeness and lack of personalisation and loyalty that are as responsible for defections. Read more ...

article thumbnail Features - Customer InsightWednesday, 01 August 2018

Soundbytes from The Loyalty Surgery 2018 – Part One

Insight from Bryan Pearson, LoyaltyOne and Uma Talreja, Raymond Rewards India
Warning: Danger from consumer rights to data portability -
Agreement: Loyalty is going to stay relevant

The ancient walls of the Tower of London provided an atmospheric venue for the 2018 Loyalty Surgery. Surrounded by centuries of turbulent history, it was interesting that we were talking about change, new challenges and loyalty at the crossroads, with plenty of decisions to be made about its future direction. Read more ...

article thumbnail Features - Customer InsightThursday, 10 May 2018

Loyalty at the crossroads
We know all the buzz phrases: ”The emergence of the digitally native competitor (i.e. Amazon)”, "There are more data than bricks & mortar”, "Omnichannel is being overshadowed by omnipresent”....

What does it all mean?  Discuss these issues with expert speakers at the Loyalty Surgery – www.theLoyaltySurgery.com – in London on June 20.
Read more ...


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article thumbnail
Features - Customer InsightThursday, 08 February 2018

The Attention Equilibrium: Brands must team up to survive in a world of infinite supply
Blog by Charles (Chuck) Ehredt, CEO and co-founder of Currency Alliance
A deluge of attention, everyone asking you to dance. 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 ...

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 ...

article thumbnail Features - Customer InsightThursday, 21 August 2014

Customers in revolt against Big Data
Consumers are increasingly restricting access to their personal information. Steve Wilkinson, managing partner of the UK and Ireland client service at EY, assesses the impact this will have on the longevity of customer loyalty programmes. Read more ...

article thumbnail Features - Customer InsightFriday, 11 July 2014

Embracing the benefits of enthusiastic customers
Companies must be careful not to neglect their less visible but highly-satisfied customers in favour of the often more voluble dissatisfied ones says Udesh Jadnanansing, founder and managing partner at Mopinion. Read more ...

article thumbnail Features - Customer InsightWednesday, 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 ...

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 ...

Features - Customer InsightFriday, 18 January 2019

Be nice to me or I’ll go - Especially if you don’t know my name
Rudeness tops charts
Retail is most definitely going through a period of uncertainty yet it is the really fixable problems like staff rudeness and lack of personalisation and loyalty that are as responsible for defections. Read more ...

article thumbnail Features - Customer InsightWednesday, 01 August 2018

Soundbytes from The Loyalty Surgery 2018 – Part One

Insight from Bryan Pearson, LoyaltyOne and Uma Talreja, Raymond Rewards India
Warning: Danger from consumer rights to data portability -
Agreement: Loyalty is going to stay relevant

The ancient walls of the Tower of London provided an atmospheric venue for the 2018 Loyalty Surgery. Surrounded by centuries of turbulent history, it was interesting that we were talking about change, new challenges and loyalty at the crossroads, with plenty of decisions to be made about its future direction. Read more ...

article thumbnail Features - Customer InsightThursday, 10 May 2018

Loyalty at the crossroads
We know all the buzz phrases: ”The emergence of the digitally native competitor (i.e. Amazon)”, "There are more data than bricks & mortar”, "Omnichannel is being overshadowed by omnipresent”....

What does it all mean?  Discuss these issues with expert speakers at the Loyalty Surgery – www.theLoyaltySurgery.com – in London on June 20.
Read more ...


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article thumbnail
Features - Customer InsightThursday, 08 February 2018

The Attention Equilibrium: Brands must team up to survive in a world of infinite supply
Blog by Charles (Chuck) Ehredt, CEO and co-founder of Currency Alliance
A deluge of attention, everyone asking you to dance. 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 ...

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 ...

article thumbnail Features - Customer InsightThursday, 21 August 2014

Customers in revolt against Big Data
Consumers are increasingly restricting access to their personal information. Steve Wilkinson, managing partner of the UK and Ireland client service at EY, assesses the impact this will have on the longevity of customer loyalty programmes. Read more ...

article thumbnail Features - Customer InsightFriday, 11 July 2014

Embracing the benefits of enthusiastic customers
Companies must be careful not to neglect their less visible but highly-satisfied customers in favour of the often more voluble dissatisfied ones says Udesh Jadnanansing, founder and managing partner at Mopinion. Read more ...

article thumbnail Features - Customer InsightWednesday, 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 ...

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 ...

 
     
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