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19 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

Events - General
6th NEXTGEN PAYMENTS FORUM
Administrator - Thursday, 17 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

Events - General
Analytics & AI in Travel North America (14-15 March 2019, San Francisco)
Administrator - Thursday, 20 December 2018

Events - General
The Travel Acquisition & CX Summit (21-22 May 2019, London)
Administrator - Thursday, 20 December 2018

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

Events - General
Customer Contact Week - Executive Exchange
Administrator - Thursday, 20 December 2018

Features - Brands
Winning coalitions will become marketplaces
Administrator - Wednesday, 19 December 2018

Features - Travel
What you might have missed - 1
Administrator - Tuesday, 18 December 2018

Features - Brands
So you want to know what is wrong with retail….
Administrator - Wednesday, 21 November 2018

Features - Mobile
SPECIAL REPORT: Chinese payment giants “lightyears ahead”
Administrator - Monday, 03 December 2018

Events - General
Blockchain in Payments Workshop
Administrator - Wednesday, 28 November 2018

Events - General
IFINTEC Finance Technologies Conference and Exhibition
Administrator - Friday, 23 November 2018

Features - Reward Schemes
Ride sharing companies fight with perks
Administrator - Friday, 23 November 2018

Events - General
Loyalty Fraud Prevention Conference
Administrator - Wednesday, 28 November 2018

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

Features - Customer Insight
We apologise for the irritation, but here are the predictions for 2019
Administrator - Thursday, 20 December 2018

Events - General
Mega Event Asia-Pacific
Administrator - Wednesday, 28 November 2018

Events - General
Loyalty & Awards
Administrator - Tuesday, 11 December 2018

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

Events - General
Co-Brand & Travel Rewards Conference
Administrator - Wednesday, 28 November 2018

Events - General
Airline & Travel Payments Summit Asia-Pacific
Administrator - Wednesday, 28 November 2018

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

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

article thumbnail Features - Contact CentresTuesday, 08 January 2019

Positive predictions - hooray!
Technology industry will be OK
No GDPR 4% fines expected in 2019
Brexit will get sorted
Reality check: hacking will continue What a great way to start the new year. Semafone, a provider of data security and compliance solutions for contact centres, takes an optimistic view of the outlook for the technology industry in 2019 and we like his predictions so much we have published them in full. Read more ...

article thumbnail Features - Customer InsightThursday, 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 ...

article thumbnail Features - BrandsWednesday, 19 December 2018

What you might have missed - 2 - FREE ACCESS
Winning coalitions will become marketplaces

Charles (Chuck) Ehredt is CEO of Currency Alliance, an organisation intent on becoming the global marketplace for loyalty collaboration. He talked to Annich McIntosh about the progress they have made, his vision for loyalty and why the industry has started accelerating its evolution. Read more ...

article thumbnail Features - TravelTuesday, 18 December 2018

What you might have missed - 1 - FREE ACCESS
Charting the progress of travel loyalty to an unknown destination -
In a series of exerpts over the forthcoming holiday, we share some of the articles published in our printed magazine that got people talking.

Where is Loyalty going? And how long is it going to take to get there? These are questions that absorb the minds of all those working in loyalty. Read more ...

article thumbnail Features - MobileMonday, 03 December 2018

SPECIAL REPORT: Chinese payment giants “light years ahead”
Customer loyalty chief tenet of model
Alipay acceptance at 7-Eleven
US$15.5 trillion in mobile payments in 2017

China has embraced mobile payments with such enthusiasm, the rest of the world appear to be technology deniers. Alipay and WeChat, the main protagonists, score in terms of technology, user friendliness, number of users and ubiquity. Their data analytics are central to everything they do.
Read more ...

article thumbnail Features - Reward SchemesFriday, 23 November 2018

Ride sharing companies fight with perks
Growing competition leads to raft of new offerings
Uber rewards power users
Profile of Uber, Lyft, South African minicab programme, Careem battle with Pepsi

Why is it that after decades when cab drivers have treated their passengers with disdain verging on rudeness, do all the cab companies now feel they need a loyalty programme?
Read more ...

article thumbnail Features - BrandsWednesday, 21 November 2018

So you want to know what is wrong with retail….
Scott Weavers-Wright voices his frustrations
You would think that after completing one’s second company divestment – the first one for £70m, the second undisclosed - that this particular entrepreneur would be relaxed and fairly chilled about the world. But this would be far from the truth. In fact any mention of retailers leads to a stream of consciousness about short-sightedness, lack of spirit and a lock-down mentality. Read more ...

article thumbnail Features - Retail LoyaltyTuesday, 13 November 2018

Loyalty versus subscription: Is this a boxing match?
A growing number of companies are choosing an Amazon style subscription model rather than loyalty rewards. Does this make business sense? A service provider argues her case with Loyalty Magazine.

Read more ...
article thumbnail Features - BlockchainTuesday, 30 October 2018

Loyalty cryptocurrency wants to disrupt the existing order
Expansion into major world markets with blockchain
Too many loyalty programmes chasing the same customers is an argument put forward for the huge interest in marketplaces. Add blockchain into the equation to deal with the infrastructure functionality and security, plus a cryptocurrency to add consumer excitement and a hint of gamification and some are arguing that this has the potential to disrupt the loyalty business.
Read more ...

article thumbnail Features - Retail LoyaltyMonday, 29 October 2018

Department store bankruptcy –
What it feels like from the consumer perspective

It is always a sad moment when a familiar retailer throws in the towel. Names that have been part of our lives since we were young enough to enjoy travelling on the escalators and smelling the odd mixture of aromas in the perfume department, are beginning to fade from our lives. Read more ...
article thumbnail Features - Reward SchemesWednesday, 17 October 2018

Finding the sweet spot of investing in loyalty
How much is too much?


Article by Christopher Treadwell, Avios Commercial Director

Loyal customers are often your biggest source of income. Indeed, it can cost 16 times more to elevate a new customer to the same level of profitability as a loyal customer.  However, today, businesses are facing ever-more demanding customers. Read more ...

article thumbnail Features - Financial ServicesThursday, 04 October 2018

Open banking opening up business
Removal of friction helps build customer loyalty
Even though it’s early days for open banking there are already plenty of trailblazers offering new services, writes Huw Davies, CCO, Token, many of which are building loyalty. Read more ...

Features - TravelMonday, 03 September 2018

Nailing travel loyalty in the basic economy age

With increased competition and choice between airline experiences, what are the implications for loyalty?
In an era of pounds spent, not miles flown currency accrual, lower fares will undoubtedly have an impact on flyer loyalty – the question is, how should airlines react?

Article by Peter Gerstle, Head of Travel Products at Collinson Read more ...

article thumbnail Features - Reward SchemesMonday, 13 August 2018

Book Review
Blockchain Loyalty - disrupting loyalty and reinventing marketing using cryptocurrencies

I remember the first time someone introduced me to Bitcoin and the concept of the blockchain for keeping data secure. It was some time ago now and it seemed crazy, but I have watched while the world fell in love with the idea, which has developed and matured as any precious and capricious child.

Blockchain is now beginning to grow up into a very impressive adult indeed, even outside of currency. 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 - BrandsThursday, 12 July 2018

Fast, slick and imaginative -
Chuck Ehredt reviews some of this year's Loyalty Magazine Awards winners and discusses trends 2019

However much you think you know about a topic, some things will still surprise you. That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. You can see the full list of winners here. Read more ...

article thumbnail Features - TravelMonday, 02 July 2018

Open access: democratising travel loyalty
A three-step plan to creating a broader and more profitable customers base for your travel rewards programme.

Travel schemes must democratise loyalty by considering new and 'low value' members as well as high worth ones, argues Peter Gerstle, head of travel products at global loyalty and benefits company Collinson. Read more ...

article thumbnail Features - Reward SchemesWednesday, 20 June 2018

Winners announced from a truly global Loyalty Magazine Awards 2018
People travelled from all over the world to attend the special Gala Awards Evening for The Loyalty Magazine Awards, making it a truly global event.

Attendees arrived from South Africa, New Zealand, Singapore, Canada, the US, India, The United Emirates, Germany, France, Italy, Poland, Russia, The Netherlands, South Africa, Australia, China and many other countries to learn which companies achieved the accolade of being a Loyalty Magazine Awards winner. 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 ...

article thumbnail Features - CSRTuesday, 27 March 2018

Will CSR re-invigorate the loyalty industry?
Aware of the trend toward corporate social responsibility (CSR) in Loyalty, a group of industry veterans have established For Good Causes.

The social enterprise aims to provide a service cross the industry for programmes to leverage to improve social impact and tap into the goodwill between charities and their supporters. For Good Causes founder Crispin Rogers describes how. Read more ...

 
     
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