A survey of over 26,000 customers by loyalty program experts Ikano revealed three key trends for the future of loyalty programs: 1) 52% of respondents wanted a mobile app to replace their loyalty card due to the growing use of smartphones, 2) 34% wanted to use the app to manage their loyalty account information, and 3) 59% wanted to set their own communication preferences to receive only relevant offers. The survey findings suggest customers want more control and convenience through mobile apps to better serve their evolving needs.
Looking ahead-The business case for LoyaltyKaushik Basu
The document discusses the business case for loyalty programs in the payments industry. It notes that loyalty programs can help all market participants increase their share of payments value by providing flexibility to cardholders and a reason for adoption. However, changing technologies are altering how loyalty programs are delivered. Success will depend on how well participants leverage mobile technologies to offer personalized targeted offers based on spending analytics. While loyalty provides flexibility, it also brings challenges around data use that market participants must address to protect their brands. The key will be finding the right balance between targeting consumers and respecting their privacy.
The document discusses a loyalty program called textLIVING that uses text messaging to engage customers. It is described as simple for both customers and retailers to use. Key benefits highlighted include a quick sign up process, rewarding customers for visit frequency with earned rewards, and exclusive time-limited deals sent over text. Retailers see increased customer signups and high reward redemption rates. The program also automatically re-engages lapsed customers.
This document describes the evolution of card-linked offers (CLOs) and introduces a new coalition loyalty-based CLO model. Traditional CLOs provided single-use discounts but did not build long-term loyalty. The new model allows customers to earn rewards from multiple merchants that aggregate into a common currency to redeem for fuel savings, encouraging repeat purchases. Merchants benefit from more customer data and marketing opportunities through a broader coalition loyalty program.
A multi-partner coalition loyalty program allows retailers to pool resources and customers. It provides advantages like lower costs, a larger customer base, and more customer data. However, retailers lose some control and branding. The document discusses the key components of a coalition program, including how partners issue and redeem points, how the financial model works, and examples of existing programs around the world.
Antavo Loyalty The Big Social Media Conference in Manchester July 2015Andras Nemes
Engagement-based loyalty programs that reward customer actions beyond purchases can more effectively build customer loyalty. These programs incentivize helpful actions like watching educational videos, writing high-quality product reviews, and sharing content on social media to generate word-of-mouth referrals. Rather than just rewarding spending, these programs recognize customer contributions that provide business value in driving awareness, sales, and viral growth through recommendations. Customizable loyalty solutions allow businesses to strategically align rewards with specific actions that create engagement and community around their brand.
Berman (2006) developing an effective customer loyalty program[1]Tuan Le Anh
This document discusses developing effective customer loyalty programs. It begins by describing the history and types of loyalty programs, from early stamp programs to modern frequent flyer miles programs. It then notes that while loyalty programs are very popular, many are not successful at achieving their goals of increased customer loyalty and sales. The document differentiates between four types of loyalty programs and provides examples. It concludes by discussing potential benefits an effective loyalty program could provide, such as increased customer retention and reduced price sensitivity, but notes that well-run programs are needed to realize these benefits.
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
Looking ahead-The business case for LoyaltyKaushik Basu
The document discusses the business case for loyalty programs in the payments industry. It notes that loyalty programs can help all market participants increase their share of payments value by providing flexibility to cardholders and a reason for adoption. However, changing technologies are altering how loyalty programs are delivered. Success will depend on how well participants leverage mobile technologies to offer personalized targeted offers based on spending analytics. While loyalty provides flexibility, it also brings challenges around data use that market participants must address to protect their brands. The key will be finding the right balance between targeting consumers and respecting their privacy.
The document discusses a loyalty program called textLIVING that uses text messaging to engage customers. It is described as simple for both customers and retailers to use. Key benefits highlighted include a quick sign up process, rewarding customers for visit frequency with earned rewards, and exclusive time-limited deals sent over text. Retailers see increased customer signups and high reward redemption rates. The program also automatically re-engages lapsed customers.
This document describes the evolution of card-linked offers (CLOs) and introduces a new coalition loyalty-based CLO model. Traditional CLOs provided single-use discounts but did not build long-term loyalty. The new model allows customers to earn rewards from multiple merchants that aggregate into a common currency to redeem for fuel savings, encouraging repeat purchases. Merchants benefit from more customer data and marketing opportunities through a broader coalition loyalty program.
A multi-partner coalition loyalty program allows retailers to pool resources and customers. It provides advantages like lower costs, a larger customer base, and more customer data. However, retailers lose some control and branding. The document discusses the key components of a coalition program, including how partners issue and redeem points, how the financial model works, and examples of existing programs around the world.
Antavo Loyalty The Big Social Media Conference in Manchester July 2015Andras Nemes
Engagement-based loyalty programs that reward customer actions beyond purchases can more effectively build customer loyalty. These programs incentivize helpful actions like watching educational videos, writing high-quality product reviews, and sharing content on social media to generate word-of-mouth referrals. Rather than just rewarding spending, these programs recognize customer contributions that provide business value in driving awareness, sales, and viral growth through recommendations. Customizable loyalty solutions allow businesses to strategically align rewards with specific actions that create engagement and community around their brand.
Berman (2006) developing an effective customer loyalty program[1]Tuan Le Anh
This document discusses developing effective customer loyalty programs. It begins by describing the history and types of loyalty programs, from early stamp programs to modern frequent flyer miles programs. It then notes that while loyalty programs are very popular, many are not successful at achieving their goals of increased customer loyalty and sales. The document differentiates between four types of loyalty programs and provides examples. It concludes by discussing potential benefits an effective loyalty program could provide, such as increased customer retention and reduced price sensitivity, but notes that well-run programs are needed to realize these benefits.
2014 Customer Loyalty ASEAN Conference: Lassu (lassuloyalty.com)Jim D Griffin
Jim Griffin discusses three levels of maturity in customer loyalty marketing. He then presents the results of a cross-sectional household survey in the Philippines, concluding with two case studies that illustrate customer loyalty marketing at a cross-roads between mediocrity and excellence. Jim is the founder of Lassu (lassuloyalty.com). He has helped dozens of clients and programs across multiple verticals, including healthcare, travel, retail, telecommunications, banking and business-to-business.
Telecom operators require to proactively engage customers. The Telecom Loyalty Programs allow the service providers to run high-quality and advanced loyalty programs of different scales that validate their sales and marketing strategies with to retain existing customers & acquire new ones.
Read more: http://www.mahindracomviva.com/products/customer-value-management/mobilytix-suite/mobilytix-loyalty-management-solution.htm
Three companies are using the web and the most advanced technologies to disrupt loyalty programs. How will internet, software-as-a-service (Saas), blockchain, predictive technologies, mobile beacons, NFC, reshape the loyalty and rewards programs into the new Fintech era?
1) The document discusses how loyalty programs are evolving from purely transactional rewards programs to programs focused on building emotional connections with customers through shared values and causes.
2) It provides examples of how Patagonia and Walgreens have built loyalty by openly supporting environmental causes and partnering with health/fitness apps to reward customer wellness.
3) The key recommendation is for brands to identify their values, make them known publicly, and leverage loyalty programs to engage customers in learning about and supporting those same values and causes through special offers, content, and community involvement.
Foursquare’s launch in 2009 set the stage for the mobilization of loyalty programs. While punch cards and scan cards still reign in use, digital loyalty programs are popping up in a number of industries. In this presentation, attendees will learn about mobile apps that can help mobilize their businesses’ loyalty programs.
This presentation was given in May 2012 at the Mobile Marketing Strategies Summit in San Francisco: http://mobilemarketingstrategiessummit.com/san-francisco2012/agenda.html.
A survey of over 1,000 US consumers found that fuel savings ranked as the most preferred incentive for rewards programs. More than two-thirds of respondents said they would be willing to change brands or retailers to save 10 cents to $1 per gallon on gas. The survey also found that rewards programs offering fuel savings saw the highest levels of consumer activity and participation. Fuel incentives are appealing to consumers because it helps them save money on a necessity and free up funds for other household expenses.
THE PULSE OF THE CANADIAN STUDENT SHOPPER 2013 LOYALTY LANDSCAPE UPDATESPC Card
SPC Card and Conversion are proud to announce the release of the second annual “Pulse of the Canadian Student Shopper” study.
With 1 million+ cardholders aged 14-24 per year,
SPC Card - Canada’s leading student loyalty program, enjoys robust and privileged access to young Canadian shoppers.
The second annual survey was fielded in September, 2012 and has derived a robust sample size of 1440 young Canadian shoppers aged 14-24.
The study provides unprecedented access to, and of-the-moment perspective on, the volatile, influential and lucrative student consumer market in Canada. To match the evolving focus points of the industry writ large a major focus of this year’s study has been on the shifting expectations young Canadian shoppers have of loyalty programs.
How to Build a Killer Customer Loyalty Program for Your Business Kabbage
The concept of a customer loyalty program is simple – your customers are rewarded for repeating their business, and your revenue as a business increases from their support. Most big brands from Starbucks to Safeway, Walgreens and Best Buy feature customer loyalty programs. But customer loyalty isn’t just for big business – it’s a key strategy for small business owners to scale revenue and build lasting relationships with the people who matter most – loyal fans of your business and product. In this webinar, we’ll go over everything you need to know to build a killer customer loyalty program, including:
- How to define customer loyalty and why it's important
- How to do customer loyalty right: the dos and don'ts
- Using data and mobile to drive loyalty
- Importance of branding and fraud prevention
- Loyalty apps and tools to use
- How customer loyalty can be used in each business industry/vertical
The document summarizes the key findings of Zebra Technologies' 2019 Shopper Vision Study, which surveyed shoppers, retail associates, and decision makers. Some of the main findings included:
- There are perception gaps between what shoppers want from the in-store experience versus what associates and decision makers think they want, such as in delivery options for out-of-stock items.
- Shoppers feel they have better access to store information using their mobile devices than associates. Associates report limited capabilities to help shoppers due to lack of access to customer information and mobile technologies.
- Decision makers recognize the need to equip associates with mobile technologies to improve customer service and close perception gaps.
- Shoppers
Progressive Grocer February 2015 - Grocery Loyalty ArticleGraeme McVie
While some retailers have abandoned loyalty card programs, analysts argue rumors of their death are exaggerated. Retailers that mine customer data through loyalty programs can target promotions, merchandise, and pricing strategies to best satisfy customer needs. Kroger has seen great success through its partnership with Dunnhumby, which uses shopper data to provide personalized offers, drive merchandising decisions, and generate revenue by sharing insights with manufacturers. Technology is now enabling more holistic loyalty programs through mobile apps and wireless identification, allowing retailers to maintain loyalty through rewards and personalized engagement.
It's All About Me: How Metro Is Personalizing Its Way To Growthdunnhumby
Metro is personalizing its customer engagement strategy to drive loyalty and growth. It has launched a new rewards program called "Metro & Moi" in Quebec and is better leveraging its existing coalition program in Ontario. Metro is using customer data from its partnership with dunnhumby to personalize communications, promotions, and store operations. Its goal is to shift from multi-channel to omni-channel engagement to provide a more seamless customer experience across all touchpoints.
ASUS Case Study_Digitizing Customer Services Lynn Chen
1) The document discusses using data from various sources like demographics, behavior, transactions, and social media to build customer profiles and gain insights into customers.
2) It describes two projects - customer acquisition through targeted marketing, and customer retention by identifying dissatisfied customers and changing their behaviors through retention programs.
3) The conclusions recommend building more precise marketing groups and evolving existing customer data and models into a 360-degree customer service system for higher level customer pattern recognition and prediction.
Using Loyalty Management To Increase Customer MindshareVineet Pahuja (VP)
The document discusses loyalty management and implementing loyalty programs. It defines loyalty management as a tool used by companies to build lasting relationships and gain a larger share of profitable customers' business. It notes that while early loyalty programs focused on rewards points, modern programs provide 360-degree customer views and respond to customers in real-time. Successful loyalty programs develop a detailed understanding of what drives customer buying behaviors in order to build valuable programs. The document provides guidance on when loyalty programs are appropriate and ineffective, as well as principles for effective program design.
Digitizing customer care through effective digital customer care (eCare) initiatives can significantly improve customer satisfaction while lowering costs for telecom companies.
McKinsey research found that telecom operators who employed successful eCare strategies saw a 20% reduction in call center volume within 8 months, lowering costs significantly while improving customer satisfaction scores. A survey also found that customers who resolved issues entirely through digital channels reported satisfaction levels 19 percentage points higher than those who used traditional channels.
Implementing eCare effectively requires understanding customer care journeys across channels in order to identify pain points causing customers to switch from digital to traditional channels prematurely. Telecom operators must also strengthen digital options and drive awareness of eCare capabilities in order to boost adoption
This document introduces a retail loyalty and advertising platform that allows retailers to design loyalty programs, launch offers and discounts, and introduce gifts. It analyzes purchasing data to offer rewards points and redemption options. A mobile app allows customers to access loyalty cards digitally, plan shopping trips, receive purchase reminders and offers, double rewards through games, and view statistical data. The platform aims to enhance customer experience through gamification and a more digital loyalty program.
New mobile tools are evolving retailer loyalty and customer management. Smart POS and other solutions provide a wide range of tools allowing any small business to get pass the transactional aspect of a customer interaction into engagement, loyalty, and marketing. See how SquareUp, ShopKeep, LevelUp, and digital wallets are changing the industry.
This document summarizes Nick Culbertson's presentation to the Dallas App Developers on WWDC 2016. Some of the highlights from WWDC included new features for watchOS 3, tvOS 10, macOS Sierra and iOS 10. Xcode 8 included improvements to Interface Builder. Swift 3 focused on stability. Best talks included one by Bill Rosemann from Marvel. New opportunities for developers included Messages apps, Siri integration, notifications changes and search ads. Discussion centered around when to adopt new features, the impact of search ads, Swift's stability, and the value of attending WWDC.
This document discusses churn management strategies for prepaid mobile customers in Portugal. It provides an overview of the Portuguese mobile market and describes various methodologies to reduce churn, including handset upgrade programs, loyalty programs that provide incentives for customers to stay with the provider, and retention programs focused on high-value customers. The key lessons are that operators must understand the main reasons customers churn and that implementing diverse loyalty programs makes it less attractive for customers to switch providers since they would lose benefits.
Telecom operators require to proactively engage customers. The Telecom Loyalty Programs allow the service providers to run high-quality and advanced loyalty programs of different scales that validate their sales and marketing strategies with to retain existing customers & acquire new ones.
Read more: http://www.mahindracomviva.com/products/customer-value-management/mobilytix-suite/mobilytix-loyalty-management-solution.htm
Three companies are using the web and the most advanced technologies to disrupt loyalty programs. How will internet, software-as-a-service (Saas), blockchain, predictive technologies, mobile beacons, NFC, reshape the loyalty and rewards programs into the new Fintech era?
1) The document discusses how loyalty programs are evolving from purely transactional rewards programs to programs focused on building emotional connections with customers through shared values and causes.
2) It provides examples of how Patagonia and Walgreens have built loyalty by openly supporting environmental causes and partnering with health/fitness apps to reward customer wellness.
3) The key recommendation is for brands to identify their values, make them known publicly, and leverage loyalty programs to engage customers in learning about and supporting those same values and causes through special offers, content, and community involvement.
Foursquare’s launch in 2009 set the stage for the mobilization of loyalty programs. While punch cards and scan cards still reign in use, digital loyalty programs are popping up in a number of industries. In this presentation, attendees will learn about mobile apps that can help mobilize their businesses’ loyalty programs.
This presentation was given in May 2012 at the Mobile Marketing Strategies Summit in San Francisco: http://mobilemarketingstrategiessummit.com/san-francisco2012/agenda.html.
A survey of over 1,000 US consumers found that fuel savings ranked as the most preferred incentive for rewards programs. More than two-thirds of respondents said they would be willing to change brands or retailers to save 10 cents to $1 per gallon on gas. The survey also found that rewards programs offering fuel savings saw the highest levels of consumer activity and participation. Fuel incentives are appealing to consumers because it helps them save money on a necessity and free up funds for other household expenses.
THE PULSE OF THE CANADIAN STUDENT SHOPPER 2013 LOYALTY LANDSCAPE UPDATESPC Card
SPC Card and Conversion are proud to announce the release of the second annual “Pulse of the Canadian Student Shopper” study.
With 1 million+ cardholders aged 14-24 per year,
SPC Card - Canada’s leading student loyalty program, enjoys robust and privileged access to young Canadian shoppers.
The second annual survey was fielded in September, 2012 and has derived a robust sample size of 1440 young Canadian shoppers aged 14-24.
The study provides unprecedented access to, and of-the-moment perspective on, the volatile, influential and lucrative student consumer market in Canada. To match the evolving focus points of the industry writ large a major focus of this year’s study has been on the shifting expectations young Canadian shoppers have of loyalty programs.
How to Build a Killer Customer Loyalty Program for Your Business Kabbage
The concept of a customer loyalty program is simple – your customers are rewarded for repeating their business, and your revenue as a business increases from their support. Most big brands from Starbucks to Safeway, Walgreens and Best Buy feature customer loyalty programs. But customer loyalty isn’t just for big business – it’s a key strategy for small business owners to scale revenue and build lasting relationships with the people who matter most – loyal fans of your business and product. In this webinar, we’ll go over everything you need to know to build a killer customer loyalty program, including:
- How to define customer loyalty and why it's important
- How to do customer loyalty right: the dos and don'ts
- Using data and mobile to drive loyalty
- Importance of branding and fraud prevention
- Loyalty apps and tools to use
- How customer loyalty can be used in each business industry/vertical
The document summarizes the key findings of Zebra Technologies' 2019 Shopper Vision Study, which surveyed shoppers, retail associates, and decision makers. Some of the main findings included:
- There are perception gaps between what shoppers want from the in-store experience versus what associates and decision makers think they want, such as in delivery options for out-of-stock items.
- Shoppers feel they have better access to store information using their mobile devices than associates. Associates report limited capabilities to help shoppers due to lack of access to customer information and mobile technologies.
- Decision makers recognize the need to equip associates with mobile technologies to improve customer service and close perception gaps.
- Shoppers
Progressive Grocer February 2015 - Grocery Loyalty ArticleGraeme McVie
While some retailers have abandoned loyalty card programs, analysts argue rumors of their death are exaggerated. Retailers that mine customer data through loyalty programs can target promotions, merchandise, and pricing strategies to best satisfy customer needs. Kroger has seen great success through its partnership with Dunnhumby, which uses shopper data to provide personalized offers, drive merchandising decisions, and generate revenue by sharing insights with manufacturers. Technology is now enabling more holistic loyalty programs through mobile apps and wireless identification, allowing retailers to maintain loyalty through rewards and personalized engagement.
It's All About Me: How Metro Is Personalizing Its Way To Growthdunnhumby
Metro is personalizing its customer engagement strategy to drive loyalty and growth. It has launched a new rewards program called "Metro & Moi" in Quebec and is better leveraging its existing coalition program in Ontario. Metro is using customer data from its partnership with dunnhumby to personalize communications, promotions, and store operations. Its goal is to shift from multi-channel to omni-channel engagement to provide a more seamless customer experience across all touchpoints.
ASUS Case Study_Digitizing Customer Services Lynn Chen
1) The document discusses using data from various sources like demographics, behavior, transactions, and social media to build customer profiles and gain insights into customers.
2) It describes two projects - customer acquisition through targeted marketing, and customer retention by identifying dissatisfied customers and changing their behaviors through retention programs.
3) The conclusions recommend building more precise marketing groups and evolving existing customer data and models into a 360-degree customer service system for higher level customer pattern recognition and prediction.
Using Loyalty Management To Increase Customer MindshareVineet Pahuja (VP)
The document discusses loyalty management and implementing loyalty programs. It defines loyalty management as a tool used by companies to build lasting relationships and gain a larger share of profitable customers' business. It notes that while early loyalty programs focused on rewards points, modern programs provide 360-degree customer views and respond to customers in real-time. Successful loyalty programs develop a detailed understanding of what drives customer buying behaviors in order to build valuable programs. The document provides guidance on when loyalty programs are appropriate and ineffective, as well as principles for effective program design.
Digitizing customer care through effective digital customer care (eCare) initiatives can significantly improve customer satisfaction while lowering costs for telecom companies.
McKinsey research found that telecom operators who employed successful eCare strategies saw a 20% reduction in call center volume within 8 months, lowering costs significantly while improving customer satisfaction scores. A survey also found that customers who resolved issues entirely through digital channels reported satisfaction levels 19 percentage points higher than those who used traditional channels.
Implementing eCare effectively requires understanding customer care journeys across channels in order to identify pain points causing customers to switch from digital to traditional channels prematurely. Telecom operators must also strengthen digital options and drive awareness of eCare capabilities in order to boost adoption
This document introduces a retail loyalty and advertising platform that allows retailers to design loyalty programs, launch offers and discounts, and introduce gifts. It analyzes purchasing data to offer rewards points and redemption options. A mobile app allows customers to access loyalty cards digitally, plan shopping trips, receive purchase reminders and offers, double rewards through games, and view statistical data. The platform aims to enhance customer experience through gamification and a more digital loyalty program.
New mobile tools are evolving retailer loyalty and customer management. Smart POS and other solutions provide a wide range of tools allowing any small business to get pass the transactional aspect of a customer interaction into engagement, loyalty, and marketing. See how SquareUp, ShopKeep, LevelUp, and digital wallets are changing the industry.
This document summarizes Nick Culbertson's presentation to the Dallas App Developers on WWDC 2016. Some of the highlights from WWDC included new features for watchOS 3, tvOS 10, macOS Sierra and iOS 10. Xcode 8 included improvements to Interface Builder. Swift 3 focused on stability. Best talks included one by Bill Rosemann from Marvel. New opportunities for developers included Messages apps, Siri integration, notifications changes and search ads. Discussion centered around when to adopt new features, the impact of search ads, Swift's stability, and the value of attending WWDC.
This document discusses churn management strategies for prepaid mobile customers in Portugal. It provides an overview of the Portuguese mobile market and describes various methodologies to reduce churn, including handset upgrade programs, loyalty programs that provide incentives for customers to stay with the provider, and retention programs focused on high-value customers. The key lessons are that operators must understand the main reasons customers churn and that implementing diverse loyalty programs makes it less attractive for customers to switch providers since they would lose benefits.
This document discusses the main types of loyalty programs, including:
1) Pure point-based programs where customers earn points based on spending that can be redeemed for services or products.
2) Pure lifestyle programs that target specific customer groups with deals to create addiction and reduce churn.
3) Affinity-based programs with tiers that offer gifts and privileges based on customer spending to target valuable customers.
4) Hybrid point-based and lifestyle programs that offer both points and segmented deals to reward valuable customers.
5) Community-based programs that reward entire communities to limit individual customer churn.
6) Coalition programs where brands form alliances to share costs, generate revenue from point redemptions,
Mobile App Trends for 2017: Design, Monetization & Morenickculbertson
"Mobile App Trends for 2017: Design, Monetization & More"
These slides accompany the February 2017 presentation at the Dallas App Developers Meetup by Nick Culbertson. Also included are links to the GDC Crossy Roads Talk and EZSwift Github project (a simple webview app with autolayout).
Fixing the Cracks: Reinventing Loyalty Programs for the Digital AgeCapgemini
Launching a loyalty program is expensive and it’s complex. In the US alone, companies spend a staggering $2 billion on loyalty programs every year. But does this translate into increased customer engagement? Research suggests the answer is “probably not”. The average household in the US has over 21 loyalty program memberships. But, the household only actively uses 44% of these. More than half of consumers in a 2013 survey admitted they had abandoned at least one loyalty program in the past year. Our own analysis of customer sentiment on social media revealed pronounced dissatisfaction. Almost 90% of social media sentiment on loyalty programs was negative.
We assessed loyalty programs on a number of parameters. These included their central objective, their use of digital channels, and their ability to provide a seamless experience across channels (more detail on the approach is at the end of this paper). We found, in short, that companies have a lot of catching up to do. 97% of loyalty programs rely on transactional rewards, i.e. a customer makes a purchase and takes their points in exchange for gifts, merchandise or cash. The issue is that 77% of those transaction-based programs actually fail in the first two years. According to our research, only 25% of loyalty programs reward customers for some form of engagement. Where loyalty programs are also lacking is advanced personalization: only 11% of loyalty programs offer personalized rewards based on a customer’s purchase history or location data.
This research highlights why organizations need to think beyond points and how they can implement well-designed, engagement-based loyalty programs.
The document discusses how traditional loyalty programs are failing to engage customers in the digital age. Some key points:
- Most loyalty programs are transaction-based and fail to reward customer engagement. Only 25% reward activities like reviews.
- Customer experience across channels is lacking, as most don't allow rewards redemption across all channels.
- Personalization is still basic, relying on tier systems rather than individualized offers.
- A survey found 89% of social media sentiment on loyalty programs was negative, largely due to irrelevant rewards and poor user experiences.
- Successful programs like Starbucks, O2, and Walgreens integrate loyalty seamlessly into the customer experience, offer personalized rewards, and leverage social media engagement. The document
Loyalty Programs are going mobile. This presentation lays out some of the reasons why we're seeing a shift in Loyalty to mobile, and the best way businesses can take advantage of it.
Looking ahead-The business case for LoyaltyKaushik Basu
The document discusses the business case for loyalty programs in the payments industry. It notes that loyalty programs can help all market participants increase their share of payments value by providing flexibility to cardholders and a reason for adoption. However, changing technologies are altering how loyalty programs are delivered. Success will depend on how well participants leverage mobile technologies to offer personalized targeted offers based on spending analytics. While loyalty provides flexibility, it also brings challenges around data use that market participants must address to protect their brands. The key will be finding the right balance between targeting consumers and respecting their privacy.
Loyalty programs are not always successful and profitable. While some programs have enhanced the customer experience and brand differentiation, not all customers perceive rewards as making a meaningful difference in their purchasing decisions. Additionally, only around half of customers have serious intentions to repurchase from brands they accumulate points with. For loyalty programs to be truly effective and profitable, companies need to have a clear customer-centric strategy backed by processes that deliver tangible value to both customers and the business over the long-term. Simply implementing a program is not enough to create loyalty.
The customers overall commitment to the brand or service, in part because of an emotional attachment to that relationship, and the consistency of the brand that ensures an elite level of trust between the brand and the consumer.
7 ways a customer loyalty platform boost brand engagementgroupfio1
Customer loyalty programs play a huge role in retaining customers. In this highly competitive market, it can extend the brand's reach, Do you people want to know more, check out the below link.
https://www.groupfio.com/7ways-a-customer-loyalty-platform-boosts-brand-engagement/
The document discusses brand loyalty and its relationship to market share. It states that larger companies tend to have more brand loyalty due to increased customer familiarity with their products and services. Larger companies also benefit from positive word-of-mouth marketing from loyal customers. The document also notes that companies can increase revenues, and potentially market share and loyal customers, by opening more stores, offering online products, and providing volume discounts. Developing well-designed loyalty programs is important, but their results may not be immediately noticeable and require time for customers to become truly loyal.
Customer loyalty is a customer's willingness to buy from or work with a brand again and again, and it's the result of a positive customer experience, customer satisfaction, and the value of the products or services the customer gets from the transaction.
Existing customers spend 67% more than new customers. In short, customer loyalty really pays off -- and customer loyalty programs end up paying for themselves.
Brands want to provide great customer service so customers will continue subscribing or purchasing. But customer loyalty is paramount to brands' success -- because loyal customers can grow business faster than sales and marketing.
Brands with futuristic vision have hopped on the mantra of holistic loyalty to unlock long-term benefits. This blog covers the trends that became a mainstream strategy in the loyalty software market in 2022 and some promising trends for 2023.
Loyalty marketing focuses on retaining existing customers through incentives like rewards programs. The document discusses the definition and goals of loyalty marketing, including retaining customers and acquiring more customer data. It provides examples of successful loyalty programs from Sephora, Starbucks, and Amazon that increased customer retention and spending. These programs offered rewards for purchases, exclusive benefits, and improved the overall customer experience.
*** Leveraging Data to Build Brand Affinity, Increase Loyalty and Drive Revenue ***
* Get Secrets to Top Performers’ Success in Customer-centric Marketing Strategies *
In this SlideShare presentation, you’ll learn how business leaders in a variety of different industries are leveraging their own data to become a more customer-driven organization.
Learn how they are:
- Using customer analytics to drive marketing strategies
- Improving transactional and emotional loyalty with customized offers
- Increasing revenue via a more targeted marketing approach
- Staying top of mind with customers and prospects alike
Is your company ready to take full advantage of customer data to attract and engage loyal buyers across marketing, sales and service? Take some tips from top performers and model your own data driven marketing efforts to theirs for your own success.
Dissecting the Art of Building Great Customer Experiences (1).pdfMeenuRandhawa2
The document discusses building great customer experiences through personalization. It provides insights from various reports and experts on how understanding customer preferences, segmenting audiences appropriately, and delivering consistent omnichannel experiences can boost customer engagement and revenues. Personalizing communications based on purchase history, location, and interests while respecting communication preferences is important for a positive customer experience.
EngageMint 2022: Loyalty Program - Worth the effort?WebEngage
The topic of retention is incomplete without discussing customer loyalty. It increases profits, improves sales success and allows for sustainable growth. Nitika Khanna, CRM Head, Trell, talks about how customer loyalty nuances play a role in retain existing customers, attract new customers, reduce turnover and drive profits.
This session covers:
- Building a loyalty program from scratch
- Wins and learnings of running a loyalty program
- How to reward customer behaviour to drive conversions
About the speaker: Nitika is a multidisciplinary marketing professional. She's previously worked in Foodpanda/Foodora, Truecaller, Nykaa to scale and build CRM functionalities to reach each and every users and is currently, building the Marketing Strategy for India's biggest Lifestyle & Commerce App, Trell
Find the speaker here: https://www.linkedin.com/in/nitika14/
About EngageMint:
Hosted with love by WebEngage, EngageMint is a platform that brings together marketers and product managers from across Asia, passionate about one thing - giving their customers the ‘aha’ experiences they deserve. At EngageMint, we strongly believe that by equipping professionals with the right strategies, we can initiate a massive shift in the way businesses think about growth, product experiences, customer retention, and everything else in between.
All our sessions are hand-curated and deep-dive into each aspect of user engagement and retention. So all you have to do is take notes and implement these learnings as soon as you get back to work! More details: https://webengage.com/engagemint/
WebEngage is a new-age Retention Operating System, a single suite for marketers to store user data, provide actionable insights, and orchestrate omnichannel campaigns by leveraging user insights to provide a hyper-personalized end-user experience.
The platform helps brands drive more revenue from existing customers and anonymous users across 10+ communication channels. WebEngage goes above and beyond a marketing automation platform and powers the user engagement for thousands of enterprise brands worldwide, working across several industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail. The key clientele includes marquee brands like HUL, Bajaj Finserv, Unacademy, ALT Balaji, MakeMyTrip, Zivame, Firstcry, and many more.
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To know more about WebEngage, visit - https://webengage.com/
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This document discusses the concept of Brand Relationship Management (BRM) as a new approach to brand management focused on developing long-term relationships with customers. BRM involves gaining in-depth insights into customer preferences, segmenting customers based on these insights, developing value propositions tailored to each segment, and measuring the return on investment of the BRM strategy. Successful brands in the future will rethink their strategies and processes to enhance customer relationships, develop brand loyalty, and make their brand the preferred choice for customers.
Data-driven analytical insights backed with personalized execution can substa...Sumit Acharya
Generating data-driven analytical insights backed with personalized execution using digitized channels could substantially enhance consumers experience for the brand, there-by result-in long-term loyalty win-backs and potential rewards
The document discusses best practices in loyalty marketing. It outlines the loyalty ladder that progresses customers from suspects to advocates. It also discusses different types of loyalty programs including points programs, communication programs, and partnership programs. The key elements of a successful loyalty program discussed include clearly defining objectives and target audiences, offering rewarding benefits and tiers, maintaining regular communication, and tracking and measuring program success.
A survey of over 1,000 US consumers found that fuel savings ranked as the most preferred incentive for rewards programs. More than two-thirds of respondents said they would be willing to change brands or retailers to save 10 cents to $1 per gallon on gas. The survey also found that rewards programs that offer fuel savings see high levels of consumer participation and engagement, with 46% of members checking or redeeming rewards weekly or daily. Fuel savings were preferred over other common rewards like cash back, points programs, or discounts. The results suggest retailers should consider offering fuel savings incentives in their loyalty programs as a way to attract and engage customers.
Market probe loyalty programs vs. loyalty behavior white paperMichael Lowenstein
1) The document discusses loyalty programs and their effectiveness in driving desired business outcomes like increased sales and customer retention. It notes that many programs fail to leverage customer data or encourage advocacy.
2) It then describes a study of a wine club loyalty program called the Wine Lovers Club that had many components but lacked focus and failed to engage members.
3) The researchers applied a new customer advocacy framework to classify members and identify the most effective program components. This led to streamlining the program around its most engaging elements and increased profitability and advocacy.
The document discusses loyalty programs and provides best practices for developing successful programs. It notes that loyalty program memberships have grown significantly in recent years. Key elements for success include targeting offerings, offering the right rewards, understanding customers, effective communication, and measuring results. Innovative programs are integrated with payments, marketing, customer service, supply chain, and employee programs. The document concludes there is an opportunity for restaurants to develop profitable loyalty programs.
Similar to Ikano White Paper - The Future of Loyalty (20)
1. Ikano on....
The future of loyalty
One survey
26,000 respondents
Three key trends for the future of loyalty
2. It’s estimated that around two
thirds of retailers operate a form
of loyalty programme.
(Source: Clark & Clark, The loyalty guide, Volume 5, 2012)
3. Introduction
Loyalty programmes are proving to be the smart choice for companies
looking to overcome the impact of the recession, as they battle to find new
ways to make their budgets drive better return on investment. Similarly
customers are seeking out loyalty as one way to make their money go
further as they become more select about who gets their share of spend.
Loyalty programmes provide the perfect opportunity to foster a win / win
situation for customer and marketer.
Customers are attracted to loyalty by the prospect of rewards, relevant
offers and information, in exchange for sharing a higher proportion of their
wallet with the chosen retailer. To the retailer, a plethora of benefits comes
from re-focusing their strategy towards their existing customers including:
• Increased frequency of customer visit and spend per visit –
increased sales
• Reduced advertising costs by focussing on rewarding the customers
that drive the most value
• Higher ROI on marketing spend
• Acquired customer insight
• Better customer satisfaction
Companies need to keep up with new technology
Smart phones burst onto the scene around 5 years ago and since then it’s
estimated that around half of the UK population now own and use one.
They are becoming central to the running of consumers’ lives and whilst
mobile as a platform for marketing is still relatively new, many brands
are using it to great effect as a brand engagement tool and to influence
customers’ purchasing decisions.
No company likes to be left behind, feeling the pressure to embrace a
platform that they have little or no experience in navigating. Knowing how
your own customers are embracing new technology is one step towards
embracing the technology in the right way and ensuring investment in
mobile marketing is a success.
Ikano’s 2012 loyalty survey
At Ikano, we work with multiple retailers to launch and run successful
loyalty programmes that drive profitable relationships with their customers
underpinned by promoting a trusting and relevant relationship.
Ikano monitor that the programme is meeting customers’ expectations
and is future proof. Earlier this year, we ran a survey on behalf of a major
high street retailer to establish their members’ level of loyalty programme
satisfaction and to ascertain the direction they wanted their loyalty
programme to take in future.
4. Key Findings
1) App is a growing mandatory requirement
52% of the respondents stated they want an app to replace their
loyalty card.
With, on average, 4.8 loyalty cards per household, customers have
limited capacity for loyalty cards in their wallets. Launching a programme
and producing the card collateral is no guarantee of the programme’s
success. You have to make sure your loyalty card gets a space in the
wallet and you can significantly increase this likelihood by launching
your loyalty programme with an app.
Loyalty apps significantly reduce card production costs, which for many
companies is one of the most significant portions of their loyalty budget.
2) Appetite for mobile account management
In addition to significant customer desire for an app to replace their
plastic, 34% of customers have indicated that they would like to use
their app to manage their loyalty account. This ensures that their details
and preferences are up to date and allows them to receive latest
information and offers wherever they are.
Smart phone based apps aren’t just a way for retailers to reduce
their collateral costs and increase loyalty spend, they allow
companies to push out relevant information and offers to their
customers – and this can now be based on their geographical location.
Imagine pushing out a relevant offer on a product that you know your
customer is interested in, when they walk past one of your stores?
3) Customers want to set their own expectations
We all have the experience of registering our information with a company
only to be bombarded with emails, postal mailings and SMS’s that are
not in any way relevant and far too frequent for our liking. Most of us
quickly unsubscribe from these communications or move the emails to
our spam box.
Customers are increasingly seeing their personal information as a
commodity, trading it in exchange for discount or reward from retailers.
Customers are communicated to far more frequently than ever before and
they only want what’s relevant to them. Asking customers upfront what
interests them and how best to communicate with them, means that retailers
don’t have to wait to monitor their spending patterns and response rates
and can even increase response rates to campaigns.
A recent survey of 26,000
customers by retail loyalty experts
Ikano, revealed 3 key indicators
for the future direction of loyalty.
5. The survey
Ikano conducted quantitative research via an online questionnaire.
Members were invited to participate by email.
The aim of the survey was to ascertain the level of programme
satisfaction among the loyalty programme’s members, focusing on
the following areas:
• What customers valued about their loyalty card membership
• How they rated the services and benefits
• What they would like from it in the future
The respondents
Over 26,000 members replied to the online survey. The majority
of respondents had been members for 6-months or longer and had
applied for their loyalty card in-store.
More than
12 months ago
37%
How long have customers been
loyalty card members?
How
loya
0-6 months
27%
6-12 months
36%
More than
12 months ago
37%
How long have customers been
loyalty card members?
How did customers apply for
loyalty card membership?
0-6 months
27%
6-12 months
36%
In-store
95%
Online
5%
6. Results
The programme and its benefits
Looking at what prompted members to join the loyalty programme, it is
unsurprising to find that the majority of members signed up for the reward
card to receive rewards, with 83% of respondents stating it as a reason
for signing up.
There is also a strong sense of brand loyalty among members, with
54% of loyalty card members stating it as reason they joined.
Other reasons, members signed up were in order to:
• Receive Pre-Sale Notifications
• Keep up to date with information about the brand
The programme that Ikano has set up with the retailer issues customers
with regular reward vouchers, based on their spend threshold. As well
as receiving regular reward vouchers, members receive exclusive pre-
sale notifications, information about new products and new range
launches and other exclusive member offers.
All communications are tailored specifically to the customer’s needs,
so that they only receive information and offers that are relevant to them.
This segmentation is reflected in response rates and incremental sales
driven by marketing campaigns and also in members’ responses in the
survey’s questions about communication.
It’s important to get the balance of communication right, to ensure the
brand reputation isn’t damaged. To mitigate this, Ikano uses advanced
segmentation tools to ensure that members receive communications that
are relevant to them. The effectiveness of these tools are reflected in
reduced cost of DM campaigns, higher ROI and now also in the survey
results, which indicate that members are satisfied with the level of
communication received.
Reasons stated for customers signing up to the loyalty programme
Other offers e.g. discounted magazine
subscription, cosmetics, spa days etc
In store events
Competitions/prize draws
Launch previews
Exclusive products
Free gift with purchase
Double/bonus rewards
Discounts
10%
12%
14%
21%
19%
52%
82%
90%
7. Customers enjoy the benefits of the rewards and discounts that they signed up for
In line with the reasons they joined the loyalty programme, members stated that the primary benefit
that they enjoy with the programme are the discounts they receive back for spending with the retailer.
Members also enjoy other discounts – in the form of bonus points and gifts with their purchases.
Ensure that you attract customers with a sustainable offering
What we often find is that companies who sign up customers with introductory offers to increase their
user base also increase the volume of members who become disengaged once they’ve received their
initial reward. This often comes at a significant cost to the retailer, in collateral, discounts and resource.
The company has to then work harder at reactivating these customers.
At Ikano we work with companies to maximise member activity by offering a long term sustainable set
of membership benefits that will keep them engaged with the programme and with the brand
long term.
Overall, Ikano’s survey indicated that members were positive about their programme and the brand,
and over 67% of them stated that they would recommend the programme to their family and friends.
I feel the rewards scheme
offers good benefits & offers
with regular information
Fantastic and a worthwhile
scheme for the whole
family to enjoy
Think it’s great to get
rewards for purchasing products
that are great quality so would
definitely recommend
8. The impact of membership
Among the primary aims of any loyalty programme is to generate more
spend from your existing customers. Aside from ongoing monitoring of
increases in sales over time, Ikano’s survey has highlighted to the retailer
that members are also noticing that they spend more as a result of
membership to the programme.
In particular 46% of members agreed that the card made them visit store
and website more frequently and 43% agreed that the card leads to them
considering the retailer first when looking for something new.
Increasing your share of wallet
With more loyalty card programmes in the UK market than ever before
and customers signing up to an average of 4.8 loyalty programmes
per household, the competition for ‘share of wallet’ comes not just from
increasing share of customer spend but actually getting your loyalty card
in their wallet in the first place.
A major proportion of annual loyalty budget is allocated to card production
and can become a costly waste if your card doesn’t make your customer’s
final selection.
Ikano found that 69% of its retailer’s loyalty members remembered to swipe
their card with every single purchase. The portion of members who do
forget to present their card in store, stated that they found reminders from
sales staff helpful but suggested that providing an alternative format for the
card would be preferred, with considerable support for a loyalty app.
I don’t always have it with
me - would be easier if it
was an app
I forget to put it in my purse
and I have too many loyalty
cards. Any chance of an app
for the phone?
As a result of having my loyalty card
I spend more
I am more likely to purchase from
the retailer than anywhere else
The retailer is always the first store or website
I visit when looking for something new
I visit the store or
website more frequently
24%
38%
43%
46%
9. Ikano wanted to gain member’s views on how they would like
to see their programme develop in the future.
Customers want to be proactive
Retailers often segment their communications by past customer purchasing
behaviour. Ikano’s research suggests that 59% of members want to be
proactive in setting their own communication preferences and set their own
channel preferences.
Loyalty on the go
There was continued support from members for an app to enable them to
service their account and use their card in one place, with 52% of members
stating they’d like to see an app to store their loyalty card, instead of carrying
a card in their wallet. Imagine reducing the cost of producing cards by a 52%?
More accurate and up to date customer information
Mobile Account Management was also a service that members stated they
would embrace. Mobile Account Management would enable members to
keep their details up to date and manage their rewards. This keeps
the loyalty database cleaner and reduces the volume of calls into the
customer services helpline.
App is a growing mandatory requirement
There was already an established appetite, from members who had
trouble remembering to bring their card on every store visit, for an app
to store their card details.
The rise of smart phones, tablets and app functionality is changing the
way consumers engage with brands. As the phone has become an essential
item for so many consumers that may soon even supersede the wallet, retailers
now have an opportunity to use the channel for their loyalty.
Whether your customer wants to register into the program, update their
details, use their phone as their loyalty card, find the local store or redeem
their rewards, Ikano can deliver this functionality across multiple platforms
including iPhone, Blackberry and Android.
The future
I often forget I have it and I have
lots of loyalty cards, if you could put
out an app for my phone I would
always be able to use it
How would customers
like to service their loyalty
card in the future
Live web chat (to resolve meber queries)
Mobile Account Management (to update
your details, view your rewards ec)
SMS alerts with reward information
Being able to use your mobile phone
to show your loyalty card details...
Product preferences (what product
information you would prefer..)
Communication preferences (how you
would prefe tobe contacted)
14%
32%
33%
52%
57%
59%
10. What can Ikano do for you?
Ikano as loyalty providers
Ikano are the retail loyalty experts. We have the skills and experience
to provide our retail partners with programs that provide insight which
makes their marketing budgets more effective.
Our modular approach means we can help you at whatever stage you
are at with your loyalty program, from data capture and value proposition
through to integration of sales promotions, behavioural segmentation
and communications.
Our partners use our loyalty programs to support their marketing
and merchandising approaches benefiting from customised marketing
information, the ability to track trends and minimise waste.
Most importantly our partners enjoy more profitable relationships with
their customers underpinned by promoting a trusting relevant relationship.
Ikano Insight
One thing is for sure; your loyalty program will generate data - lots of it.
For many retailers building this data rich asset is the primary reason to
run a program - it is the way to harvest significant information about your
customer base.
Turn data into insight
Collecting and storing data though, is only a means to an end. Insight is the
true reward for running a program. We understand the importance of this
and from the outset we work with our retail loyalty partners to design and
operate insight strategies that have a demonstrable impact on the bottom
line. We provide the skills and experience to turn raw data into action.
Benefiting from your data
We’ll guide you to use the insight we develop to deliver value through
• Targeted sales promotion activity (lifestage/shopping habits/location)
• Behavioural triggered communications
• Targeted sales promotions by customer segment
11.
12. We would be happy to discuss how our products and services can help to improve
your customer loyalty and increase sales.
Contact us today and we will arrange a convenient time to meet and run through
our solutions in more detail. We look forward to meeting you soon.
Get in touch.
Call us: 0115 850 3545
Email us: enquiries@ikano.net
Visit our website: www.ikano.net