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31 MARCH 2015

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article thumbnail Tuesday, 31 March 2015

Social media: Can business learn from politics?
Loyalty Awards 2015 judge Mark Palmer hot-footed it back from Nigeria for the judging of this year’s event. Before he left for Nigeria he found time to tell a fascinated audience at The Loyalty Awards – Lessons from the Winners conference about his social media campaign for President Goodluck Jonathan.

Copy and paste the link to see a video from the campaign: http://hatsforward.ng/#recent29 Read more ...

 
     

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Budget versus Loyalty: The Loyalty Conference 2015 - Lessons from the Winners

What Paul Foley, ex-CEO of Aldi, had to say on the discounters vs. supermarkets battle, the importance (or not) of loyalty schemes, and just how far the discounters can continue eating into the market share of the Big Four.

Read more ...
 
     
 
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article thumbnail News - TravelMonday, 30 March 2015

British Airways accounts hacked
Latest loyalty breach follows Hilton HHonors Read more ...

article thumbnail News - Customer InsightThursday, 26 March 2015

Loyalty schemes failing with digital customers
89% of social media opinions on schemes are negative, says Capgemini Read more ...

article thumbnail News - Coalition SchemesWednesday, 25 March 2015

Amex plans US coalition scheme
Attempt to crack market that has so far been resistant to multi-partner programmes Read more ...

article thumbnail News - Data SecurityTuesday, 24 March 2015

Hilton HHonors accounts ‘easily’ hacked
Security researchers discover vulnerability in reward scheme Read more ...

article thumbnail News - Customer InsightMonday, 23 March 2015

Service is undermined by over-reliance on websites
Some companies lose art of conversation through over-use of email and internet, survey claims Read more ...

article thumbnail News - Customer InsightThursday, 19 March 2015

Web is best customer service channel, but email gets worse
Time taken to answer email customer enquiries is increasing
Read more ...

article thumbnail News - TravelWednesday, 18 March 2015

Air Arabia rolls out rewards
Scheme launched in MENA region Read more ...

article thumbnail News - Company newsTuesday, 17 March 2015

UK SMEs applauded in LSE inspirational list
The London Stock Exchange has published its second annual list of 1000 SMEs that inspire. Read more ...

article thumbnail News - Customer InsightFriday, 13 March 2015

Boards not making loyalty investment a priority
Survey of financial services finds mismatch between board and senior management aims Read more ...

article thumbnail News - Retail LoyaltyFriday, 13 March 2015

John Lewis to spend £100m a year to keep up with customers
From 5% to 40% of spend online in five years
Interview with Paul Coby, John Lewis IT Director Read more ...

Events - General
Europe's Customer Festival
Administrator - Tuesday, 31 March 2015

Events - General
The Loyalty Awards 2015
Administrator - Tuesday, 31 March 2015

News - Travel
British Airways accounts hacked
Administrator - Monday, 30 March 2015

News - Customer Insight
Loyalty programmes failing with digital customers, says Capgemini
Administrator - Thursday, 26 March 2015

News - Coalition Schemes
Amex plans US coalition scheme
Administrator - Wednesday, 25 March 2015

News - Data Security
Hilton HHonors accounts ‘easily’ hacked
Administrator - Tuesday, 24 March 2015

News - Customer Insight
Service is undermined by over-reliance on websites
Administrator - Monday, 23 March 2015

News - Customer Insight
Web is best channel for customer service
Administrator - Thursday, 19 March 2015

News - Travel
Air Arabia rolls out rewards
Administrator - Wednesday, 18 March 2015

News - Company news
UK SMEs applauded in LSE inspirational list
Administrator - Tuesday, 17 March 2015

News - Customer Insight
Boards not making loyalty investment a priority
Administrator - Friday, 13 March 2015

News - Retail Loyalty
John Lewis to spend £100m a year to keep up with customers
Administrator - Friday, 13 March 2015

News - Green Loyalty
TSYS named among most ethical companies
Administrator - Wednesday, 11 March 2015

News - Customer Insight
Smartphone faults causing customer churn

Administrator - Wednesday, 11 March 2015

News - Financial Services
New challenger bank secures funding
Administrator - Monday, 09 March 2015

News - Mobile Rewards
Subway offers free food via Wi-Fi
Administrator - Monday, 09 March 2015

Events - General
The Mobile Innovations Conference
Administrator - Friday, 06 March 2015

News - Reward Schemes
Wall Street Journal rolls out global loyalty scheme
Administrator - Friday, 06 March 2015

News - Travel
Change in air rewards models will hit leisure travellers
Administrator - Thursday, 05 March 2015

News - Customer Insight
Big shortage of data analysts, says Boots customer boss
Administrator - Wednesday, 04 March 2015

News - Financial Services
Visa buys merchant offers platform
Administrator - Wednesday, 04 March 2015

News - Customer Insight
Top European m-commerce apps named
Administrator - Monday, 02 March 2015

Events - General
The Loyalty Awards 2015
Administrator - Tuesday, 31 March 2015

Events - General
The Mobile Innovations Conference
Administrator - Friday, 06 March 2015

News - Customer Insight
Boards not making loyalty investment a priority
Administrator - Friday, 13 March 2015

Events - General
Europe's Customer Festival
Administrator - Tuesday, 31 March 2015

News - Financial Services
Visa buys merchant offers platform
Administrator - Wednesday, 04 March 2015

Features - Retail Loyalty
The Loyalty Conference 2015 - Lessons from the Winners
Administrator - Monday, 23 March 2015

News - Customer Insight
Web is best channel for customer service
Administrator - Thursday, 19 March 2015

News - Customer Insight
Big shortage of data analysts, says Boots customer boss
Administrator - Wednesday, 04 March 2015

News - Reward Schemes
Wall Street Journal rolls out global loyalty scheme
Administrator - Friday, 06 March 2015

News - Green Loyalty
TSYS named among most ethical companies
Administrator - Wednesday, 11 March 2015

News - Travel
Change in air rewards models will hit leisure travellers
Administrator - Thursday, 05 March 2015

News - Retail Loyalty
John Lewis to spend £100m a year to keep up with customers
Administrator - Friday, 13 March 2015

News - Mobile Rewards
Subway offers free food via Wi-Fi
Administrator - Monday, 09 March 2015

News - Company news
UK SMEs applauded in LSE inspirational list
Administrator - Tuesday, 17 March 2015

News - Customer Insight
Smartphone faults causing customer churn

Administrator - Wednesday, 11 March 2015

News - Travel
Air Arabia rolls out rewards
Administrator - Wednesday, 18 March 2015

News - Customer Insight
Service is undermined by over-reliance on websites
Administrator - Monday, 23 March 2015

News - Financial Services
New challenger bank secures funding
Administrator - Monday, 09 March 2015

Features - Retail Loyalty
Exploring the untapped retail potential of China
Administrator - Friday, 20 March 2015

News - Data Security
Hilton HHonors accounts ‘easily’ hacked
Administrator - Tuesday, 24 March 2015

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 ...

article thumbnail Features - Reward SchemesFriday, 19 December 2014

Case study: Gamification and Loyalty
A gamification project exploring personal data relationships and loyalty behaviours wants to involve and loyalty programme providers in its research.

The project is led by Mudlark, the digital production company who developed the Chromaroma game platform using the London Oyster Card. Read more ...

article thumbnail Features - Retail LoyaltyWednesday, 17 December 2014

Supermarkets pit loyalty against price in battle for survival
Radio Five Live is devoting a full hour on New Year's Eve to the fascinating subject of how our supermarket brands are responding to the challenge from the discount stores. Loyalty Magazine editor Annich McIntosh took part in the pre-recorded programme - along with CEO of Asda, Andy Clarke, former UK boss of Aldi Paul Foley, Nick Collard, customer director for Morrisons, and Natalie Berg of Planet Retail. Here is a sneak preview of the various points of view put forward. The programme will be broadcast at 5.30am and 10pm on New Years Eve and will then be available through the BBC online website. Read more ...

Features - BrandsMonday, 08 December 2014

Building your brand for today’s customer
Today's fickle shopper means that having a strong brand is more important than ever. Guy Chiswick, MD of Webloyalty northern Europe, outlines the five areas brands should focus on in creating a strong identity to attract the modern customer. Read more ...

Features - E-LoyaltyFriday, 14 November 2014

Loyalty becomes a battleground for news websites
Online newspapers can learn from retail in designing customer initiatives to hang on to often fickle readerships. Nina Gilbert, account director at digital agency Clock, highlights some of the most successful online implementations. Read more ...

article thumbnail Features - BrandsWednesday, 29 October 2014

Top Tips to protect your brand on social media
Social media presents huge opportunities for customer engagement, but also brings the attendant risks of brand impersonation. Simon Whitehouse of MarkMonitor sets out his Top Tips for keeping your brand safe online. Read more ...

Features - Reward SchemesMonday, 13 October 2014

Q&A with Gavin Halliday, CEO of Avios

Avios has announced two new partnerships in recent weeks - budget airline Flybe and Rocket Miles. Loyalty Magazine interviewed CEO Gavin Halliday about the Avios strategy and his plans for this digital currency in a mobile world. 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 - BrandsMonday, 19 May 2014

How to make each penny the consumer spends truly count
Retailers can boost consumer loyalty (and spending) through card linked technology says Gavin Dein, chief executive of Reward. He sets out five steps that retailers can apply to maximise the value from existing customers and help acquire new ones. Read more ...

article thumbnail Features - Reward SchemesMonday, 28 April 2014

China: A huge but fragmented loyalty market
– Exclusive interview with China Rewards CEO Cindy Wu

– First coalition scheme rolls out with unique model


– Plan to tap into huge merchant databases
Read more ...

Features - BrandsWednesday, 26 February 2014

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 ...

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 ...

article thumbnail Features - BrandsFriday, 20 December 2013

2014 predictions for Loyalty – do you agree?

It wouldn't be the New Year if we didn't have countless files open with predictions from experts about what to expect in the coming year.
This year is more unpredictable than most. No-one knows how the surging use of mobile will affect the loyalty business, but one thing is becoming extremely clear. Loyalty programmes, points collection and redemption will be key drivers for mobile wallet and mobile payment adoption.
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 - E-LoyaltyThursday, 05 December 2013

How social media will make customer surveys extinct
Two "seismic events" are changing the way businesses must analyse customer behavour and preferences

Richard Owen, chief executive of Satmetrix, admits he received the worst score possible from conference delegates for saying surveys are going to die out. Read more ...

 
     
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