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If you are not relaunching your loyalty programme, you are in a minority

Across the globe companies are re-evaluating their offering to customers to make them more relevant to the end-users and more valuable to the business.

Loyalty practitioners and the executive boards they report to are considering which technologies to employ, to please their customers, to learn more from this valuable but often untapped store of loyalty data – and crucially – to gain a march on competitors.

Loyalty is in transition and emerging from this … [Read more...] about If you are not relaunching your loyalty programme, you are in a minority

Shoppers are changing – but what should be done about it?

Guest Article

The statistics are arriving thick and fast, pointing to a very different customer to the one that existed even ten years ago. Innovation funding specialists MPA Group suggests how businesses should innovate to stay relevant for consumers – and how businesses can claim back R&D investment

Take the example of click and collect. In the UK alone, shoppers failed to pick up a staggering £228m worth of click and collect merchandise.

According to a new study by … [Read more...] about Shoppers are changing – but what should be done about it?

Dear cardholder, we forgive you

It is the stuff of dreams, and a great way to make your customers love you. Two years ago, US credit card business Chase made the decision to exit the Canadian market. To complete this, it has “forgiven” the debts of all its Canadian customers.

Chase has forgiven credit card debts of all its remaining Canadian customers

In a statement to the New York Times, Chase confirmed that the move was not a fluke or computer glitch. Instead, forgiving debts made it easier for the bank to … [Read more...] about Dear cardholder, we forgive you

88VIP members spend double, and adopt early

A trend is developing among retailers for members to be offered permanently lower “loyalty pricing” as a special reward. Alibaba 88VIP loyalty programme has experienced quite staggering success by expanding its customer retention efforts in this way.

The announcement of expanded perks was made during an exclusive concert for 88VIP members

Alibaba is the Chinese equivalent of Amazon, with lifestyle, loyalty and experiential elements thrown into the package. Few Chinese tourists … [Read more...] about 88VIP members spend double, and adopt early

US government approves airline loyalty JV

The US government has approved the joint venture between Virgin Flying club, Air France and KLM giving members the ability to earn and spend between the three partners, and widening the appeal of the coalition.

Following a restructuring of Virgin Flying Club and the creation of a new transatlantic JV between the three, the new entity is now ready to promote what has become an even greater competitive headache for British Airways, which previously always had the best miles options … [Read more...] about US government approves airline loyalty JV

Warning of backlash against ‘virtual idiots’

Nobody said transformation was going to be easy

Join The Loyalty Surgery, October 16th & 17th in London for two days of discussion, case studies, insight and innovation

Those tasked with creating and growing a strong and loyal customer base are faced with massive challenges. Customer behaviour, needs and wants are under constant change, and while technology is, in principal, offering solutions, the implementation of new communication methods is fraught with … [Read more...] about Warning of backlash against ‘virtual idiots’

Customer experience lessons to be learnt from BA

Comment

You probably noticed yesterday, the very strong message coming from frustrated BA travellers, that no one was helping them, listening to them, or in any way handling their complex problems.

From a BA staff perspective, this was a day from hell. Thousands of upset, disrupted, needy passengers, all asking for information, wanting substitute flights, hotel rooms – and of course there was very little that the people on the ground could do about any of it.

So they retreated … [Read more...] about Customer experience lessons to be learnt from BA

Is it time for your loyalty transformation?

Loyalty Surgery Speaker

Two full days when loyalty takes centre stage

It’s time to book your place for The Loyalty Surgery 2019

Last year's Loyalty Surgery was a big success with delegates telling us it was their favourite loyalty conference of the year. Now it’s time to book your place for this year's event.

Venue for 2019 is 1, America Square, London and the all important dates are 16th & 17th October. Yes two days this year! Why? Last year's delegates asked for more time … [Read more...] about Is it time for your loyalty transformation?

No surprises in US centric travel rewards listings

This is a US survey, so it is bound to be home focussed, but reading the US News & World Report ‘Best Travel Rewards Programs’ rankings, one is struck by how predictable it is.

Top hotel rewards ranking for the third year running

The publication explains that it “takes into account myriad factors when putting together these rankings. These include membership benefits like free amenities and redeemable experiences as well as how simple it is to earn and redeem free flights or … [Read more...] about No surprises in US centric travel rewards listings

Reward card for battling addiction

Free/Open

A charity is using a mobile-enabled loyalty card to reward those battling substance abuse every time they use recovery services. These reward points are redeemable at local businesses and so help combat social isolation.

The Capital card was launched by WDP in April 2017 and is now used in nine London boroughs and in Cheshire West and Chester in the North of England.

Since its launch, 5,400 service users have benefitted from the scheme. The charity has built … [Read more...] about Reward card for battling addiction

Better long-tail customer engagement linked to Honors upsurge

Hilton Honors is attributing its strong Honors loyalty results to better engagement with lower tiers.

In its second-quarter earnings call last Wednesday, Hilton CEO Chris Nassetta said that engagement with its loyalty members was double what it was six years ago. This means that up to 50% of members are using their loyalty programme, from 20–30% previously.

The Honors program now has 94 million members.

Hilton was an early mover to recognise that its ‘long … [Read more...] about Better long-tail customer engagement linked to Honors upsurge

Minor Hotels to ‘transition’ loyalty programme

Maximising connections with strategic investment

Minor Hotels, the fast growing hotel group that has been on an acquisition trail, is reworking its loyalty programme.

Following Minor International's investment in Spanish NH Hotel Group in 2018 which gave it a , it now has 525 properties in 52 countries under brands such as Anantara, Avani and Tivoli. It is now planning a transition of the NH Rewards programme.

Minor Hotels now owns 94% of Spanish NH Hotel Group and … [Read more...]

Vans loyalty programme to launch in UK

There is something emotionally satisfying about buying a new pair of one’s favourite trainers. But with fashion continually changing the goal posts, how do you keep your customers walking towards one particular brand?

Vans, one of the brands under VF Corporation, has been running its Vans Family customer loyalty programmein the US since last year and now it is launching in the UK.

Vans Family will reward frequent customers with member-only contests and … [Read more...] about Vans loyalty programme to launch in UK

Aimia files suit against hedge fund to prevent takeover

Aimia says it is defending itself and its shareholders by taking action against Mittleman Brothers, which it says is trying to seize control of the company and its assets.

In a legal action filed in Toronto before the Ontario Superior Court of Justice, Aimia is going head to head with New York based hedge fund Mittleman Brothers and related parties for “continued breaches of contract, other unlawful and destructive interference and ongoing, self-interested … [Read more...] about Aimia files suit against hedge fund to prevent takeover

Why loyalty needs a blockchain

Exclusive interview

In conversation with Animesh Ghosh, CEO of Kornchain, a blockchain enabled loyalty points exchange network

Loyalty Magazine: What is KornChain?

Our mission is to build the largest multi-domain, blockchain business network that reduces cost, increases efficiency, improves security and brings an all-round flexibility.

Kornchain is the company behind the LoyalT points exchange network

KornChain’s LoyalT® is for loyalty marketing industry. LoyalT … [Read more...] about Why loyalty needs a blockchain

Air Canada enhances Aeroplan reward flexibility ahead of big relaunch

In 2020, Air Canada plans to launch its own all-new loyalty programme but ahead of this, it is making changes to its current Aeroplan scheme.

Jeremy Rabe, the group's CEO said last year that Aeroplan will offer award redemptions with a wide spectrum of airline and travel industry partners, while up to 20 new transfer partnerships will be forged with air carriers.

Air Canada is enhancing its loyalty programme ahead of an all-new launch in 2020

Partners currently … [Read more...] about Air Canada enhances Aeroplan reward flexibility ahead of big relaunch

Hotels and airlines join up to trade traveller benefits

A raft of Airline alliances with hotels are bring about some well needed consolidation in the travel business.

Most travellers – unless they are very frequent and determined, end up with small amounts of loyalty points that are difficult to use. The recent bundle of airline alliances with hotels are simplifying the saving and making loyalty points more useful and therefore more valuable.

American Airlines and Hyatt announced a new partnershipin March in which elite … [Read more...] about Hotels and airlines join up to trade traveller benefits

Did you know that Sunday was ice cream day?

It is 35 years since US President Ronald Reagan declared the third Sunday of July as National Ice Cream Day and the month of July as National Ice Cream Month.

Reagan’s proclamation noted the ice cream industry generated $3.5 billion in annual sales and thought this was something worth celebrating.

According to Brad Plothow, vice president of brand and communications for software company Womply which compiled the run down below: “According to our data, foot traffic at local … [Read more...] about Did you know that Sunday was ice cream day?

Sad demise of a sustainable programme

A loyalty scheme which rewarded shoppers paying by Mastercard at ‘sustainable’ retailers has ceased trading – despite the current popularity of the concept - less than two years after its launch.

The Ice loyalty scheme, which was set up in 2017, was designed to encourage environmentally-friendly purchasing, and operated alongside Mastercard credit cards.

A major perk to this scheme was that customers could earn Ice points on top of other loyalty schemes, … [Read more...] about Sad demise of a sustainable programme

SCA postponed as EBA bows to pressure

The date for the compulsory use of Strong Customer Authentication has been delayed after a maelstrom of pressure from all parties. No new date has been given. This decision does not affect the roll out of Open Banking, which is still set to take place on September 14 also, and is having its own problems.

The recent decision by the European Banking Authority (EBA) and confirmed by the European Commission that all ecommerce retailers should use Strong Customer Authentication from … [Read more...] about SCA postponed as EBA bows to pressure

Koin working with Fidel for ethical rewards

Having just announced their Seedrs crowdfunding campaign, Koin Rewards, the ethical rewards platform built on blockchain, is to partner with card linking API Fidel to build a responsible and sustainable rewards programme for shoppers.

Koin Rewards is working with Fidel to build a community of merchants and members based upon shared ethical behaviours. Koin Rewards is using Fidel’s PCI-compliant card linking API to enable merchants to automatically reward their customers for … [Read more...] about Koin working with Fidel for ethical rewards