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30 JULY 2015

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article thumbnail Tuesday, 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 ...

 
     

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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 ...
 
     
 
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article thumbnail News - Mobile RewardsMonday, 27 July 2015

It's summer, so here's a Starbucks story:
9 million mobile payments a week and rising.......
Whole books have been written about why Starbucks can do mobile payments while everyone else is struggling, so we won't bore you with the explanation (closed loop/niche, targeted consumer need for a coffee, plus rewards and mobile order). More interesting is the following data..... Read more ...

article thumbnail News - HospitalityThursday, 23 July 2015

Recognition key to new IHG loyalty tier
Steve Curry photographs say it in pictures
IHG (InterContinental Hotels Group) is to call the new top membership level of its Rewards Club Spire Elite. Read more ...

article thumbnail News - Customer InsightWednesday, 22 July 2015

Customer insight through loyalty programmes really does work
Research confirms what we had hoped Read more ...

article thumbnail News - Customer InsightTuesday, 21 July 2015

Interesting research on millennials... But what is a millennial?

I have read two pieces of research this week about millennials that I intend to share with you. But first can we decide what a millennial is? Read more ...

article thumbnail News - MarketingMonday, 20 July 2015

Average Funding Per Marketing Technology Category

An interesting way to identify trends in loyalty and marketing is to following the money - in this case, investment money. Read more ...

article thumbnail News - Mobile RewardsMonday, 13 July 2015

Apple Pay launches in the UK today

* Loyalty an important element of renamed wallet
* What it costs the banks to take part
* Locations and acceptance explained
Read more ...

article thumbnail News - Company newsThursday, 09 July 2015

Etihad moves customer data network into the Cloud
Partnership covers 3.2 million reward scheme members Read more ...

article thumbnail News - Reward SchemesWednesday, 08 July 2015

Tesco scraps Clubcard fuel scheme
Fall in cost of fuel and need to compete on price spells end for initiative Read more ...

article thumbnail News - Reports/DataTuesday, 07 July 2015

Fee-based loyalty model gains momentum
More than half say they would be prepared to pay Read more ...

article thumbnail News - Mobile RewardsMonday, 06 July 2015

Chinese ride-sharing app beats Uber
Competition heats up with new services Read more ...

News - Mobile Rewards
It's summer, so here's a Starbucks story:
Administrator - Monday, 27 July 2015

News - Hospitality
Recognition key to new IHG loyalty tier
Administrator - Thursday, 23 July 2015

News - Customer Insight
Customer insight through loyalty programmes really does work
Administrator - Wednesday, 22 July 2015

News - Customer Insight
Interesting research on Millennials... But what is a millennial?
Administrator - Tuesday, 21 July 2015

News - Marketing
Average Funding Per Marketing Technology Category
Administrator - Monday, 20 July 2015

News - Mobile Rewards
Apple Pay launches in the UK today
Administrator - Monday, 13 July 2015

News - Company news
Etihad moves customer data network into the Cloud
Administrator - Thursday, 09 July 2015

News - Reward Schemes
Tesco scraps Clubcard fuel scheme
Administrator - Wednesday, 08 July 2015

News - Reports/Data
Fee-based loyalty model gains momentum
Administrator - Tuesday, 07 July 2015

News - Mobile Rewards
Chinese ride-sharing app beats Uber
Administrator - Monday, 06 July 2015

News - Retail Loyalty
Netto joins German rewards scheme
Administrator - Friday, 03 July 2015

News - Mobile Rewards
Droplet moves from social to loyalty
Administrator - Wednesday, 01 July 2015

News - Marketing
will.i.am joins advertising debate
Administrator - Tuesday, 30 June 2015

News - Hospitality
Velocity secures US$12m funding
Administrator - Tuesday, 30 June 2015

News - Mobile Rewards
Apple Pay launches in the UK today
Administrator - Monday, 13 July 2015

News - Customer Insight
Interesting research on Millennials... But what is a millennial?
Administrator - Tuesday, 21 July 2015

News - Marketing
Average Funding Per Marketing Technology Category
Administrator - Monday, 20 July 2015

News - Hospitality
Recognition key to new IHG loyalty tier
Administrator - Thursday, 23 July 2015

Features - Financial Services
Payments: The Five Mistakes Killing Customer Retention
Administrator - Tuesday, 14 July 2015

News - Mobile Rewards
It's summer, so here's a Starbucks story:
Administrator - Monday, 27 July 2015

News - Customer Insight
Customer insight through loyalty programmes really does work
Administrator - Wednesday, 22 July 2015

News - Reward Schemes
Tesco scraps Clubcard fuel scheme
Administrator - Wednesday, 08 July 2015

News - Retail Loyalty
Netto joins German rewards scheme
Administrator - Friday, 03 July 2015

News - Reports/Data
Fee-based loyalty model gains momentum
Administrator - Tuesday, 07 July 2015

News - Company news
Etihad moves customer data network into the Cloud
Administrator - Thursday, 09 July 2015

News - Mobile Rewards
Chinese ride-sharing app beats Uber
Administrator - Monday, 06 July 2015

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 achieve success by driving word of mouth on social media, says Gideon Lask of Buyapowa. Read more ...

article thumbnail Features - Retail LoyaltyMonday, 23 March 2015

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 ...

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 ...

 
     
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