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20 JANUARY 2019

 

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article thumbnail Friday, 18 January 2019

Sephora uses AI to achieve 11% sales and loyalty leader title
Data analytics and a strong loyalty programme are key tenets of the proposition
Sephora, the multinational chain of personal care and beauty stores founded in Paris in 1970 has been highlighted as a leader in customer loyalty by the influential MIT Sloan Business Review – and it is using AI bots to achieve an 11% increase in sales. Read more ...

 
     

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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 ...
 
     
 
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article thumbnail News - Customer InsightFriday, 18 January 2019

New leaders emerging in customer loyalty says MIT Sloan review
Businesses should learn from complaints
$3.4 billion invested in AI


Businesses should be encouraging customers to complain, and they should be ready and willing to resolve complaints before word-of-mouth criticism does significant damage. Read more ...

article thumbnail News - TravelWednesday, 16 January 2019

Wishing a good journey to Marriott Bonvoy
Combined hotel loyalty programme finally given a name
Marriott will officially launch the Bonvoy name for its combined loyalty programme this week, with a launch date for the apps and online stuff of February 13th. Read more ...

article thumbnail News - Company newsFriday, 11 January 2019

Air Canada completes purchase of Aeroplan
Aimia “in the enviable position of having unrestricted cash of over half a billion dollars” says chairman
Aimia plans for the cash outlined Read more ...

article thumbnail News - Financial ServicesThursday, 10 January 2019

Australian card issuers compete with card linked offers
Issuers work hard to keep cardholders loyal with points bonuses

A variety of card linked offers are available already this year in the Australian market so far, but be warned – its complicated. Read more ...

article thumbnail News - Mobile RewardsWednesday, 09 January 2019

US$1m reward for transformative idea for 5G
And don't forget to enter your million dollar winner in The Loyalty Magazine Awards (entries close Feb 14th)

A telco company is offering a US$1 million reward for the person who comes up with a truly transformative 5G application. Read more ...

article thumbnail News - TravelWednesday, 09 January 2019

Business travellers believe loyalty rewards are a right
Company policy often a sticking point
It is easy to forget that customer loyalty is not always in the control of the person earning the points.
Ask any parent whose child is saving for a collectable and they will certainly agree.

In business travel, it is even more complex. Read more ...

article thumbnail News - MarketingTuesday, 08 January 2019

Mastercard name dropped from branding
Preparing for when ‘card’ is no longer relevant to payments
In 1966 it was called Interbank, then in 1968 it became mastercharge. Read more ...

article thumbnail News - Financial ServicesTuesday, 08 January 2019

Big payment names join up for missguided mission
Payments provider Klarna, SaaS platform Poq and online payment platform Stripe have joined forces to provide pay-later provision to shoppers wanting to try before they buy. Read more ...

article thumbnail News - TravelMonday, 07 January 2019

The worst (and best) of the short-hauls
An “unrepresentative survey of just 8,000 people” voted
Read more ...

News - Jobs & PeopleMonday, 07 January 2019

M&S appoints from loyalty elite Read more ...

News - Customer Insight
New leaders emerging in customer loyalty says MIT Sloan review
Administrator - Friday, 18 January 2019

News - Travel
Wishing a good journey to Marriott Bonvoy
Administrator - Wednesday, 16 January 2019

News - Company news
Air Canada completes purchase of Aeroplan
Administrator - Friday, 11 January 2019

News - Financial Services
Australian card issuers compete with card linked offers
Administrator - Thursday, 10 January 2019

News - Mobile Rewards
US$1m reward for transformative idea for 5G
Administrator - Wednesday, 09 January 2019

News - Travel
Business travellers believe loyalty rewards are a right
Administrator - Wednesday, 09 January 2019

News - Marketing
Mastercard name dropped from branding
Administrator - Tuesday, 08 January 2019

News - Financial Services
Big payment names join up for missguided mission
Administrator - Tuesday, 08 January 2019

News - Travel
The worst (and best) of the short-hauls
Administrator - Monday, 07 January 2019

News - Jobs & People
M&S appoints from loyalty elite
Administrator - Monday, 07 January 2019

News - Retail Loyalty
Morrisons price cuts while discounters celebrate results
Administrator - Monday, 07 January 2019

News - Retail Loyalty
Discounting shown to have customer retention negative impact
Administrator - Monday, 07 January 2019

News - Travel
Radisson Rewards launches points for charity cash
Administrator - Friday, 21 December 2018

News - Coalition Schemes
Booost loyalty launched for small retailers
Administrator - Wednesday, 21 November 2018

News - Customer Insight
Information exchange leads to greater customer loyalty
Administrator - Monday, 26 November 2018

News - Financial Services
Shopping on mobiles now accounts for one quarter of spending
Administrator - Friday, 07 December 2018

News - Coalition Schemes
An acquisition and merger later, how is loyalty for Sainsbury’s?
Administrator - Monday, 10 December 2018

News - Company news
Air Canada completes purchase of Aeroplan
Administrator - Friday, 11 January 2019

News - Travel
Radisson Rewards launches points for charity cash
Administrator - Friday, 21 December 2018

News - Marketing
Waitrose wins by making it personal
Administrator - Thursday, 13 December 2018

News - Marketing
Broadband penalty averages £220 a year for those who stay loyal
Administrator - Wednesday, 12 December 2018

News - Data Security
COMMENT: Is it enough to say sorry?
Administrator - Tuesday, 04 December 2018

News - Travel
Hail a taxi to find out more about loyalty innovation
Administrator - Wednesday, 12 December 2018

News - Marketing
Marketing will be cancelled until further notice
Administrator - Thursday, 20 December 2018

News - Blockchain
Blockchain interest growing
Administrator - Tuesday, 11 December 2018

News - Travel
Economist article hits at airlines for points value slashing
Administrator - Wednesday, 12 December 2018

News - Hospitality
Pizza Hut, Dominos, Subway, My Chili, Starbucks – and Nandos
Administrator - Wednesday, 05 December 2018

News - Customer Insight
People will pay 22% more if the company has a good reputation
Administrator - Wednesday, 19 December 2018

News - Financial Services
Monzo reaches funding target in less than three hours
Administrator - Friday, 07 December 2018

News - Retail Loyalty
Discounting shown to have customer retention negative impact
Administrator - Monday, 07 January 2019

News - Hospitality
Hyatt SLH loyalty partnership ready to roll
Administrator - Friday, 07 December 2018

News - Retail Loyalty
Loblaws CEO aims for a “loyalty loop” with subscription programme
Administrator - Tuesday, 11 December 2018

News - Marketing
Mastercard name dropped from branding
Administrator - Tuesday, 08 January 2019

article thumbnail News - Customer InsightFriday, 18 January 2019

New leaders emerging in customer loyalty says MIT Sloan review
Businesses should learn from complaints
$3.4 billion invested in AI


Businesses should be encouraging customers to complain, and they should be ready and willing to resolve complaints before word-of-mouth criticism does significant damage. Read more ...

article thumbnail News - TravelWednesday, 16 January 2019

Wishing a good journey to Marriott Bonvoy
Combined hotel loyalty programme finally given a name
Marriott will officially launch the Bonvoy name for its combined loyalty programme this week, with a launch date for the apps and online stuff of February 13th. Read more ...

article thumbnail News - Company newsFriday, 11 January 2019

Air Canada completes purchase of Aeroplan
Aimia “in the enviable position of having unrestricted cash of over half a billion dollars” says chairman
Aimia plans for the cash outlined Read more ...

article thumbnail News - Financial ServicesThursday, 10 January 2019

Australian card issuers compete with card linked offers
Issuers work hard to keep cardholders loyal with points bonuses

A variety of card linked offers are available already this year in the Australian market so far, but be warned – its complicated. Read more ...

article thumbnail News - Mobile RewardsWednesday, 09 January 2019

US$1m reward for transformative idea for 5G
And don't forget to enter your million dollar winner in The Loyalty Magazine Awards (entries close Feb 14th)

A telco company is offering a US$1 million reward for the person who comes up with a truly transformative 5G application. Read more ...

article thumbnail News - TravelWednesday, 09 January 2019

Business travellers believe loyalty rewards are a right
Company policy often a sticking point
It is easy to forget that customer loyalty is not always in the control of the person earning the points.
Ask any parent whose child is saving for a collectable and they will certainly agree.

In business travel, it is even more complex. Read more ...

article thumbnail News - MarketingTuesday, 08 January 2019

Mastercard name dropped from branding
Preparing for when ‘card’ is no longer relevant to payments
In 1966 it was called Interbank, then in 1968 it became mastercharge. Read more ...

article thumbnail News - Financial ServicesTuesday, 08 January 2019

Big payment names join up for missguided mission
Payments provider Klarna, SaaS platform Poq and online payment platform Stripe have joined forces to provide pay-later provision to shoppers wanting to try before they buy. Read more ...

article thumbnail News - TravelMonday, 07 January 2019

The worst (and best) of the short-hauls
An “unrepresentative survey of just 8,000 people” voted
Read more ...

News - Jobs & PeopleMonday, 07 January 2019

M&S appoints from loyalty elite Read more ...

article thumbnail News - Retail LoyaltyMonday, 07 January 2019

Morrisons price cuts while discounters celebrate results
17 million bottles of wine, champagne and prosecco bought at Aldi in December

Morrisons is paying little attention to research showing a reduction in customer loyalty through price reductions. Its has announced plans to slash prices off 900 products as  discount retailer Aldi announces its best Christmas ever. Read more ...

article thumbnail News - Retail LoyaltyMonday, 07 January 2019

Discounting shown to have customer retention negative impact
Price cuts above 30% damages loyalty Read more ...

article thumbnail News - TravelFriday, 21 December 2018

Radisson Rewards launches points for charity cash
Points redemption for monetary donations to SOS Children’s Villages

Radisson Hotel Group and Radisson Rewards are partnering with SOS Children's Villages in an effort to provide vulnerable children all over the world with a safe home and basic needs, by persauding their customers to redeem their points for charitable giving. Read more ...

article thumbnail News - MarketingThursday, 20 December 2018

Marketing will be cancelled until further notice
And loyalty will be turned on its head


From the customer perspective, it looks likely that life will get a little easier in 2019, not least because companies are finally taking notice of the fact that we have opinions on stuff, and can no longer be pushed into buying things by indoctrination and pushy marketing.
Read more ...

article thumbnail News - TravelWednesday, 19 December 2018

Make sure your heart is in the right place
“We sincerely regret the inconvenience to the customers impacted by the delay”

Some customer problems are more difficult to solve than others. A recent Southwest Airlines flight en route to Dallas from Seattle had to make a U-turn and returned to its point of departure when flight crew realized that a human heart meant to be transported to a medical facility had been left aboard the aircraft. Read more ...

article thumbnail News - Customer InsightWednesday, 19 December 2018

People will pay 22% more if the company has a good reputation
Social and environmental conscience, support of good causes, positive work environment, good leadership all create highly valuable brand appeal

Reputation counts in retail to such an extent, that people will pay almost a quarter more to buy their products. This is the result of a study by the University of Technology in Sydney. Read more ...

article thumbnail News - MarketingThursday, 13 December 2018

Waitrose wins by making it personal
Mailjet 2018 survey points to lack of cross-channel marketing

Waitrose has won the Christmas battle of the inbox, reclaiming the crown from 2017 champion Asda, according to research from Mailjet. Waitrose rose nearly seven points to achieve a total score of 25.1 out of an available 30.0. Read more ...

article thumbnail News - HospitalityThursday, 13 December 2018

Pizza rewards offered as 5/1 customer carrot
Struggling North America pizza parlour Papa John's is hoping to turn round plummeting sales following a year of PR scandals and falling sales by giving away dough. Read more ...

article thumbnail News - TravelWednesday, 12 December 2018

Economist article hits at airlines for points value slashing
Miles needed for flights rise in some cases by 45%
Warning of existential risk if practice continues


If the devaluation of a currency is bad for those who hold it, it must follow that slashing the value of loyalty-scheme points is bad for frequent flyers. Read more ...

article thumbnail News - TravelWednesday, 12 December 2018

Hail a taxi to find out more about loyalty innovation
Innovation continues to come out of the taxi and ridesharing business with  Lyft giving details of its plan to encourage repeat use with Lyft Rewards loyalty programme. Read more ...

 
     
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