Features

Breaking down the walls:

Guest Article

Loyalty Magazine Awards 2019 Blog by Chuck Ehredt, CEO Currency Alliance This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. The casual observer at the June awards ceremony (and the professional one alike) would have been struck by the many … [Read more...] about Breaking down the walls:

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

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

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

All quiet on the Infor front

Quiet period after launch of loyalty for retailers It is taking a while for announcements to emerge of retailers beginning to use the Infor loyalty suite launched in January after its latest U$1.5bn funding. This could be because it also revealed plans for an IPO, which would impose media silence or have something to do with its latest investment of US$1.5bn (yes billion) from Koch Equity Development and Golden Gate Capital. Infor is a business cloud software … [Read more...] about All quiet on the Infor front

Loyalty worth more if experience factored in

9th Bond Brand Loyalty Report Loyalty continues to deliver positive outcomes for brands, and the impact on advocacy, retention, and spend remains as strong as ever. But brand must consider customer experience as a major component of the loyalty offering. This is an important conclusion in the 9th annual Bond Brand Loyalty Report. Bond surveys customer opinion and provides an assessment of more than 900 loyalty programmes in 20+ markets by questioning more than 55,000 … [Read more...] about Loyalty worth more if experience factored in

New players entering India loyalty business

Review of newcomers and existing programmes A list of the top loyalty programmes in India has until now been surprisingly international. Apart from JetPrivilege and Air India, those making the lists of top programmes (including those compiled by the Economic Times and Quora started life in other markets. However, this looks all set to change with a raft of home grown, new players entering the loyalty market. BackgroundIndia has been struggling with its … [Read more...] about New players entering India loyalty business

Isn’t it time for an eco-loyalty movement?

Comment

Free/Open

It wasn’t the most obvious place to be impressed by our progress towards zero plastics and environmental commitment. We were sitting in the Pilgrims coffee shop, near Holy Island in Northumberland. The stand-out, was that we were drinking from cups made of bamboo. The spoons were of wood, the cakes home-made and the coffee roasted on the premises, from a sustainable source. We were served by incredibly intense youngsters who were doing something they believed in, and the result was absolutely … [Read more...] about Isn’t it time for an eco-loyalty movement?