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 crysallis state … [Read more...] about If you are not relaunching your loyalty programme, you are in a minority
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John Lewis trials rewards for beauty recycling
UK department store chain John Lewis & Partners has launched a beauty packaging recycling trial working with their loyalty programme. John Lewis loyalty card members will receive £5 off any beauty purchase when they bring empty make-up and skincare packaging for recycling - Picture John Lewis BeautyCycle allows members of its my John Lewis loyalty programme to earn £5 off any beauty purchase when they bring empty make-up and skincare packaging from any brand in-store for … [Read more...] about John Lewis trials rewards for beauty recycling
Strong Superdrug results attributed to loyalty product linking
Health & Beautycard membership tops 14 million Superdrug says its Health and Beauty card membership has now reached more than 14 million members, driven by special deals for those using the Superdrug mobile network, plus additional beauty services such as lash bars, nail bars and double loyalty points for mobile network members, hairdressing services. Superdrug health&beautycard members gain double points if they use Superdrug mobile services The use of the … [Read more...] about Strong Superdrug results attributed to loyalty product linking
AS ROMA wins awards for loyalty
A football club, two newspapers, a software company, two cosmetics companies and a well known FMCG brand were among the big winners at The Loyalty Magazine Awards. For the eighth year, The Loyalty Magazine Awards celebrated excellence, creativity and innovation, wherever in the world it is happening, and this year the importance of an honest and meaningful relationship were particularly in evidence. Held at The Pavilion, Tower of London, it is the opportunity for those … [Read more...] about AS ROMA wins awards for loyalty
Loyalty strategies to appeal to millennial and Gen Z consumers
Guest Article
, Free/Open
Capitalizing on an appetite for experiences - Article by David Elliott There’s a tremendous amount of effort put into understanding Millennial and Generation Z consumers – individuals aged 18 to 35 – what they like, what motivates them, and how they are willing to spend their disposable income. This is for good reason; these consumers represent $143 billion in spending power, and comprise about 38% of the US workforce. Brands need to … [Read more...] about Loyalty strategies to appeal to millennial and Gen Z consumers
Only 22% of companies use real-time metrics
Study calls for better use of APM (application performance measurement A recent survey has revealed that only 22% of companies have access to real-time metrics meaning that potentially, nearly 80% of companies are putting their customer loyalty at risk because they don’t monitor key areas of dissatisfaction or poor customer experience. The Harvard Business Review Analytic Services survey found that large time lags between metrics-based reports "can keep causes … [Read more...] about Only 22% of companies use real-time metrics
Just one week to go
Free/Open
Nearly time for The Loyalty Magazine Awards 2019 Just one week until the biggest event in the global loyalty calendar kicks off at the Tower of London - one of the best places in the capital to sip cocktails on the lawn of the Tower Moat, and smile for the cameras, Sipping cocktails on the lawn of the Tower of London moat, before The Loyalty Magazine Awards gala dinner Nothing quite matches being a Loyalty Magazine Awards winner Now in their eighth year, The Loyalty … [Read more...] about Just one week to go
BPme launches across retail network
Trend establishing for fuel and shop reward earning BP has announced the launch of a new customer loyalty programme, BPme Rewards, across the BP retail network in the UK which, like Shell, will reward points for spend across both fuel and shop purchases. BPme rewards spend on fuel and shop purchases BPme Rewards offers customers the option to earn and redeem BPme Rewards Points, for the first time, with the choice of using either the BPme app or a physical card, to … [Read more...] about BPme launches across retail network
Was the customer EVER ‘always right’?
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Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the end of the notion that ‘the customer is always right’. But was the customer EVER always in the right? Hotels and restaurants have a way of being fully booked if an obnoxious customer wants to use their services, and so do most other service industries. Even in retail stores, staff are adept at removing those who are difficult, unruly or rude. Online, it … [Read more...] about Was the customer EVER ‘always right’?
Luxury report points to importance of millennials
50% of luxury market owned by this group by 2025 It used to be sales that were seasonal, now it is consumer studies, and now is very much the time for them. This one is about the luxury market, which like most things to do with loyalty, is going to be radically transformed by 2025. The reason for the overhaul is that millennials and Generation Z people are different from previous generation. Now that’s a surprise! The study, produced by Boston Consulting Group … [Read more...] about Luxury report points to importance of millennials
Yates new Yoyo chairman
David Yates, former president of New Payment Platforms at Mastercard and now a senior advisor to Mastercard, has taken on the role of chairman of Yoyo, the technology platform that combines payment, loyalty and marketing. David Yates has more than 35 years’ experience building payments businesses around the world. In his capacity as president of New Payment Platforms at Mastercard, he also served as executive chairman of payments firm Vocalink, which was acquired by Mastercard in 2017, having … [Read more...] about Yates new Yoyo chairman
Plaid enters UK selling bank data to fintechs
Financial services have always lagged behind other sectors (particularly retail and airlines) in their ability to access and use customer data. So a recent announcement that US-based fintech Plaid is entering the the UK market to offer to fintechs access to the consumer-account data held by established banks and other big players is likely to raise some eyebrows. Plaid has built up a very comfortable business in the US selling software to customers who tend to be challenger … [Read more...] about Plaid enters UK selling bank data to fintechs
Gift cards retain popularity
New research by the UK Gift Card & Voucher Association (UKGCVA) shows that gift cards are maintaining their popularity - particularly with younger shoppers. The State of the Nation report, sponsored by First Data, found that out of the 2,000 UK consumers surveyed, 84% have purchased a gift card at some point in their lifetime, and of those that have, 87% are purchasing gift cards at least once a year. Reflecting the age-agnostic appeal of gift cards, purchasing penetration was high … [Read more...] about Gift cards retain popularity
Understanding emotions – moment by moment
Every decision we make is driven by emotion, but until now, measuring human emotion in real time has been impossible. However, according to new research from Rotterdam School of Management, Erasmus University (RSM), it is now possible to successfully track, moment to moment how someone really feels. Esther Eijlers, Dr Maarten Boksem and Professor Ale Smidts have developed a new method to measure and track emotions in the brain using electroencephalography (EEG). Esther … [Read more...] about Understanding emotions – moment by moment
Banks turning to fintech for customer solutions
Banks partnering for the experience Strengthening online security revealed to be a priority for almost two-thirds of banks More than three-quarters (84%) of banks are considering new fintech partnerships in 2019 in a bid to improve customer experience and a real-time response. Kyle Ferguson, CEO Fraedom The research, commissioned by fintech provider Fraedom, also found that other factors inspiring banks to partner with fintechs are better cash and card … [Read more...] about Banks turning to fintech for customer solutions
Patent for tracking time
“By monetizing time with blockchain, DDSS creates a new type of value system to recognize true loyalty through immutable measurement.” Dragonchain has received a USPTO patent for a blockchain loyalty system which tracks and monetises time. The product described in the filing corresponds to the application filed in November 2018 entitled ‘Security Systems and Methods based on Cryptographic Utility Token Inventory Tenure‘. In this, Dragonchain proposed a new value system, ‘Dragon … [Read more...] about Patent for tracking time
Access to personal information still causing problems
One year on from GDPR It’s the anniversary of the GDPR European data rules this week and as expected it is the right to access personal information – and have it deleted if they wish – that is causing the most problems. A year after the GDPR came into effect, a new study suggests many UK businesses are struggling to process requests from customers. Of 37 businesses evaluated, primarily large financial services organizations, utilities and telcos, around a third (12) were … [Read more...] about Access to personal information still causing problems
Travel brands rank worst of all for customer loyalty
As we all gear up towards our annual break, ask yourself how loyal you have been to your travel brands. Airlines, hotels, tour operators and destinations all come off badly in a recent survey. But are holidays a time to be loyal? Isn’t this a time for new experiences? Global travel brands may have spent billions over recent years putting customer love into the DNA of their advertising strategies, but for the majority of today’s holidaymakers and travellers, brand loyalty is firmly a thing … [Read more...] about Travel brands rank worst of all for customer loyalty
Shame on you Boots
What happened to the Plastics Pact? The news that Boots has digitised its Advantage loyalty card programme was completely overshadowed today by the unexplainable news that it was replacing paper subscription bags with plastic. "Livid" and "baffled" customers have been complaining to the company and at least one was so incensed she took her bag back to the store with "shame on you!" and "paper, not plastic!" written in capitals in black marker pen. Boots joined the UK … [Read more...] about Shame on you Boots
Google Pay adds functionality for rewards and loyalty cards
Offer data and transactions can be 'pulled' from Gmail Google Pay has gained more functionality in a new update to enable it to be more pro-active with a customer to improve their use of linked payment cards. The new functionality involves the ability to 'scan' Gmail for information on a user's financial perks, transations and other information. This includes rewards from using loyalty cards or other similar systems. This may mean it could work as a hub for card linked … [Read more...] about Google Pay adds functionality for rewards and loyalty cards
True value of points out in the open
Hilton and Lyft putting a dollar value on points Hilton and Lyft’s new US loyalty partnership is being seen as a very positive one for travellers, but it raises some question marks over the transparency of the value of points. Hilton members get completely free points for riding in Lyfts. Alternatively, it will also soon be possible to book rides with extra loyalty points. From May, the hotel giant and its ridesharing partner are linking loyalty programs to allow … [Read more...] about True value of points out in the open
