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CRM
May 2015
Maria Minsker |
10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures   |
CRM
January 1, 2006
Lior Arussy |
Is Your Product Really That Great? Loyalty programs won't work if a company's core product or service is perceived to have little or no value. |
HBS Working Knowledge
February 24, 2014
Corstjens & Lal |
Busting Six Myths About Customer Loyalty Programs Low-margin retailers argue they can't afford customer loyalty programs, but is that true? Rajiv Lal and Marcel Corstjens make the case that such programs are profit-enhancing differentiators. |
U.S. Banker
May 2008
Beth Horowitz |
What Have You Done For Me Lately? The challenge that retail bankers, credit-card issuers, merchants and payments-network officials face is creating a long-term relationship with a savvy consumer who is increasingly willing to switch institutional loyalties. |
HBS Working Knowledge
July 25, 2011
Maggie Starvish |
Customer Loyalty Programs That Work Successful retailers connect with customers via loyalty programs at three levels starting with an introduction, followed by a retailer-initiated communication, and finally with customer- or retailer-initiated feedback loops. |
InsideFlyer
October 2004 |
Study: Why Loyal Customers Leave When consumers leave a loyalty/rewards program, most cite the length of time it takes to build up points as the primary reason. |
CRM
February 25, 2011
Leonard Klie |
Global Coalition Loyalty Program Membership to Top 1 Billion in 2011 Fourteen percent of the world's population belongs to at least one coalition loyalty program. |
InsideFlyer
September 2014 |
InsideEdition Recently, research by Environics asked 1,000 Canadians to select which of the 23 top loyalty programs they used to earn loyalty rewards in the past three months. |
Entrepreneur
February 2007
Melissa Campanelli |
Back for More Why try to rope in new customers when your regulars are far more likely to buy? A loyalty program will keep repeat visitors clicking. |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
The Motley Fool
April 9, 2007
Mary Dalrymple |
Loyalty and Its Rewards Make the most of retailer and travel loyalty programs. |
CRM
November 1, 2006 |
The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc. |
HBS Working Knowledge
March 8, 2004 |
Readers Respond: Are Customer Loyalty Initiatives Worth the Investment? A discussion on customer loyalty and incentives for being a loyal customer. |
Bank Technology News
July 2008
Glen Fest |
Retailers Picking up Tab to Share in Rewards North American cardholders have begun to express frustration with carrying a wallet full of various reward and shopper cards. |
HBS Working Knowledge
March 22, 2004
Manda Salls |
Loyalty: Don't Give Away the Store Loyalty programs are profitable--if used correctly. Harvard Marketing professor Rajiv Lal discusses how grocery stores get it wrong. But you can get it right. |
InsideFlyer
October 2013 |
60 Seconds with Christopher Barnard, President of Points Launched in 2000, Points.com is an online loyalty wallet that allows loyalty program members to track, trade, exchange and redeem their points, miles and awards from many of the world's loyalty programs. |
CRM
May 2011
Koa Beck |
Can Mobile Apps Save Customer Loyalty Programs? Most consumers are not active users, study shows, but easing access may spur participation. |
HBS Working Knowledge
Jim Heskett |
Are Customer Loyalty Initiatives Worth the Investment? How many times have you heard that it costs several times more to attract a new customer than keep an existing one? Or that satisfied, loyal customers become more and more profitable over their lifetime as they purchase new products, updates on old ones, supplies, and services, all the while recruiting others to do the same? |
CRM
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
CRM
November 2014
Leonard Klie |
Verizon Puts a Different Spin on Loyalty Rewards The new program rewards customers for everyday activities. |
CIO
June 9, 2009
Jarina D'Auria |
Customer Loyalty Program Goes Beyond Discounts and Coupons Grocery chain Haggen encourages customer loyalty by giving shoppers cash back to use for future purchases. |
CRM
January 2014
Leonard Klie |
Is There Life After Death for Loyalty Points? Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs. |
CRM
March 1, 2005
Jason Compton |
What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment. |
CRM
June 2014
Sarah Sluis |
Airline Loyalty Programs in Flux Consumers and airlines rethink their commitments to each other. |
U.S. Banker
February 2011
Glen Fest |
Thanks Anyway Relationship-based loyalty programs gained little traction as banks focused on debit-card rewards. The outlook remains cloudy despite debit reward's iffy future. |
CRM
April 2012
Judith Aquino |
Consumers Want More Personalized Shopping Experiences Studies show customers are willing to share data for better services, even though privacy is still a concern. |
Bank Systems & Technology
February 22, 2007
Nancy Feig |
Banks Move Away From Card-Based Transactions Rewards prove successful incentives for deepening banking relationships. |
CRM
February 1, 2007
Evans et al. |
Keeping the Store Information-based marketing programs deliver real value without companies having to spend millions. |
CRM
November 2013
Maria Minsker |
Cause Marketing Engenders Loyalty Emotional engagements are the key to cementing long-term customer relationships. |
InsideFlyer
June 2013 |
60 Seconds Southwest Rapid Rewards won the 2013 Freddie Award for best loyalty credit card in the Americas. We spoke with senior manager of Rapid Rewards partnerships, Anissa Reil, about the benefits of the card. |
CRM
February 2015
Donna Fluss |
Grow Motivation Through Gamification Packaged solutions offer contact centers far-reaching potential. |
Entrepreneur
August 2003
Kim T. Gordon |
Sweet Rewards Win over your existing patrons with a customer loyalty program, and watch sales reach new heights. |
CRM
July 2013
Kelly Liyakasa |
Earning Fans from the Inside Out Kirk Kazanjian, marketing and brand expert and author of Driving Loyalty: Turning Every Customer and Employee into a Raving Fan for Your Brand, gave a few secrets to driving the kind of company culture that focuses on customers and employees foremost. |
CRM
August 2003
Paul Greenberg |
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
CRM
December 2014
Megan Burns |
What Drives a Profitable Customer Experience? Companies that value customers need to let them know. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
InsideFlyer
December 2014 |
Loyalty Program Fraud Skift recently reported that 72 percent of airline loyalty programs have fallen victim to fraud. |
U.S. Banker
April 2006 |
The Difference Between Good and Bad Profits The difference between those companies generating good profits and those producing bad profits can be boiled down to one question: "How likely are you to recommend us to a friend?" Loyalty transforms the economics of business. |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
InsideFlyer
May 2009 |
VOILA in Middle East VOILA Hotel Rewards has launched Hadaya, a loyalty program developed for guests of Coral Hotels & Resorts, a five-star brand created in Dubai that has nine hotels in the Middle East and North, South and East Africa. |
CRM
August 2015 |
Real-Time Retail Is the New Imperative Retailers must identify customers when they walk in the store |
CRM
May 11, 2011 |
Better Customer Experience Leads to Millions in Additional Revenue A new survey from the Temkin Group reveals a significant correlation between customer experience, customer loyalty, and increased revenue. |
InsideFlyer
July 2011 |
Inside Information We speak with travel executives for our annual interview issue. |
InsideFlyer
September 2011 |
60 Seconds with Peter Gorla, Vice President & CMO of Voila Hotel Rewards A conversation with Peter Gorla, Vice President & CMO of VOILA Hotel Rewards, which offers an alternative to big hotel chains, about this rewards program. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
Job Journal
December 9, 2007
Michael Kinsman |
Not Much Loyalty Left Corporate America has reached a lamentable labor-market milestone, with employees eager to change jobs now outnumbering those who plan to stay at their posts. Here are some ways companies can try to rebuild worker loyalty. |
CRM
October 18, 2010
Carsten Thoma |
5 Steps to Personalized Customer Contact How to tailor online customer experience to boost loyalty and drive revenue. |
InsideFlyer
July 2010 |
Loyalty Traveler How long can major chains like Hilton, Starwood, Best Western, Marriott and Carlson offer guests deals like two, three, or four stays to earn a free night at any or most hotels in the chain? |
