Here is the 2018 summary report for LoyalT, the most complete study on loyalty program performance in Canada.
You will discover
- The methodology
- The possession and usage rate for loyalty programs in Canada
- The importance of personalized offers
- Mobile App usage
- The impact of a program on purchase frequency and concentration
- Millenials and how they use loyalty programs
- Top 10 programs in Canada
A personalized report for every program analyzed is also available. Please contact us at info@r3marketing.ca for more details.
Simon rowles conference presentation september 2010Simon Rowles
Loyalty programs have the data to drive ROI in any channel through a targeted and relevant communications mix. Case studies included : eliminating print from a bank loyalty program reduces the program's performance.
State of Marketing: Insights on Top Marketing Trends for 2017 and BeyondMediaPost
To blaze trails in the Age of the Customer, marketers need to know what's top-of-mind for their peers and understand what practices set top teams apart from the rest. Join this session to arm yourself with the results from the fourth annual "State of Marketing" research study, based on a global survey of 3,500 marketing leaders. You'll learn about key trends that are changing the face of marketing, such as the evolution of customer journey strategies, the growth and influence of various channels, how teams are leveraging emerging technologies like artificial intelligence, and more.
Mobile marketing is gaining importance but organizations still feel unprepared, especially in collaborating with partners. While mobile budgets are increasing, less than half of organizations have a formal mobile strategy. Display and search are currently the most used mobile advertising formats but branded content shows potential for future growth. Measurement remains a challenge for mobile marketers.
This document discusses using email and mobile marketing together. It begins with an introduction and overview of email and mobile marketing statistics. It then discusses why mobile is important, highlighting trends of increasing mobile usage and engagement. The document proposes several solutions for combining email and mobile marketing, including using SMS to sign up for emails, sending coupons and promotions via SMS, and sending alerts and notifications to mobile phones. It provides examples of companies using these hybrid email-mobile approaches successfully.
The document discusses improving the digital marketing strategy for AutoNation Nissan Lewisville. It finds issues like unclear target audiences and a convoluted website structure due to AutoNation requiring dealerships to have third-party websites. The summary recommends focusing digital advertising and SEO to draw searches to their website, simplifying the website design to reduce customer abandonment, reevaluating their target market to the 25-35 age group, and promoting their new online sales process to attract younger online shoppers. An analysis of AutoNation and industry trends is also provided to inform the new strategy.
Online advertising can be an effective way for CPG companies to promote their brands and products. Search advertising is particularly useful for influencing consumers during the purchase process, while display advertising provides greater reach than print for communicating prices and promotions. The inclusion of video is important to build brands online, as online video viewing is substantial and growing rapidly. Research shows that combining online and offline advertising, such as with search, display, video, and television, can maximize both reach and sales lift in an integrated marketing campaign.
2019 Insights from top US retailers on new trends in digital CXiAdvize
Gatepoint Research partnered with iAdvize to survey US Marketing, Customer Experience and Strategy leaders to better understand new priorities emerging for digital customer experience.
Simon rowles conference presentation september 2010Simon Rowles
Loyalty programs have the data to drive ROI in any channel through a targeted and relevant communications mix. Case studies included : eliminating print from a bank loyalty program reduces the program's performance.
State of Marketing: Insights on Top Marketing Trends for 2017 and BeyondMediaPost
To blaze trails in the Age of the Customer, marketers need to know what's top-of-mind for their peers and understand what practices set top teams apart from the rest. Join this session to arm yourself with the results from the fourth annual "State of Marketing" research study, based on a global survey of 3,500 marketing leaders. You'll learn about key trends that are changing the face of marketing, such as the evolution of customer journey strategies, the growth and influence of various channels, how teams are leveraging emerging technologies like artificial intelligence, and more.
Mobile marketing is gaining importance but organizations still feel unprepared, especially in collaborating with partners. While mobile budgets are increasing, less than half of organizations have a formal mobile strategy. Display and search are currently the most used mobile advertising formats but branded content shows potential for future growth. Measurement remains a challenge for mobile marketers.
This document discusses using email and mobile marketing together. It begins with an introduction and overview of email and mobile marketing statistics. It then discusses why mobile is important, highlighting trends of increasing mobile usage and engagement. The document proposes several solutions for combining email and mobile marketing, including using SMS to sign up for emails, sending coupons and promotions via SMS, and sending alerts and notifications to mobile phones. It provides examples of companies using these hybrid email-mobile approaches successfully.
The document discusses improving the digital marketing strategy for AutoNation Nissan Lewisville. It finds issues like unclear target audiences and a convoluted website structure due to AutoNation requiring dealerships to have third-party websites. The summary recommends focusing digital advertising and SEO to draw searches to their website, simplifying the website design to reduce customer abandonment, reevaluating their target market to the 25-35 age group, and promoting their new online sales process to attract younger online shoppers. An analysis of AutoNation and industry trends is also provided to inform the new strategy.
Online advertising can be an effective way for CPG companies to promote their brands and products. Search advertising is particularly useful for influencing consumers during the purchase process, while display advertising provides greater reach than print for communicating prices and promotions. The inclusion of video is important to build brands online, as online video viewing is substantial and growing rapidly. Research shows that combining online and offline advertising, such as with search, display, video, and television, can maximize both reach and sales lift in an integrated marketing campaign.
2019 Insights from top US retailers on new trends in digital CXiAdvize
Gatepoint Research partnered with iAdvize to survey US Marketing, Customer Experience and Strategy leaders to better understand new priorities emerging for digital customer experience.
The document discusses how brands aim to deliver consistent personalized experiences to customers but marketing is fragmented across channels, data, and technology. It notes that 33% of marketers coordinate campaigns to prevent duplicate communications, 28% are connecting channels for omnichannel experiences, and 18% are unifying data sources. However, 60% use limited piecemeal solutions. The customer journey and media industry are also fragmented. The document argues that converging advertising and marketing technology can provide a single foundation for data activation and journey management.
The document discusses Kenshoo, a technology company that provides attribution and optimization solutions for paid search marketing. It provides examples of how Kenshoo helped clients like Accor Hotels improve results by implementing Kenshoo's U-shaped attribution model and enterprise platform. This model more accurately attributes clicks throughout the customer journey, allowing Accor to increase revenues 82% with only a 36% increase in spend. The document also introduces Kenshoo SmartPath, which dynamically adapts attribution based on each individual conversion path, and how it helped clients like Drs. Foster & Smith and Whitefence further optimize spending.
While digital channels continue to gain ground, the ambivalence isn’t gone.
Many of you feel you don’t have the right tools to measure and compare the
ROI of your ad campaigns across all the channels you use.
Reflections from the Advanced TV FrontlinesMediaPost
What are the key considerations for buying into Programmatic and Addressable TV? We consider activation based on key case study learning and client experiences. Performics’ Josh Martin will explore: programmatic models, inventory supply dynamics, pricing/data (with comparison to traditional linear) and acquisition performance.
Over the last 18+months, consumer behavior has witnessed tectonic shifts owing to the pandemic. Capgemini's recent report highlights these dynamic trends and evolving consumer behavior for consumer products and retails industries as we move forward in the new year.
Millennials prioritize saving money and are more likely than older generations to switch retailers or brands to earn loyalty rewards like fuel discounts. A survey found Millennials are more willing than Gen Xers or Boomers to use technology like mobile apps to track loyalty rewards and they prefer earning rewards from retailers, gas brands, or travel programs over other types of programs. Millennials also cite recommendations from family and friends as influencing their decisions to join loyalty programs more than older groups.
The document discusses LOYAL3, an innovative stock gifting program that aims to promote brand loyalty. It notes the shortcomings of existing loyalty programs and outlines how LOYAL3's program aligns customers with companies by offering stock rewards. Data from companies that have implemented LOYAL3 programs show increases in customer engagement metrics like Net Promoter Score and spending intent. The program provides a simple way for customers to enroll and redeem loyalty points for company stock online.
MoneySuperMarket.com was the first in its category to use newsbrands in a meaningful way. It was a client open to testing new things, challenging newsbrands to provide evidence that new platforms provide new opportunities.
We are in the midst of the next great transformative era in the media business. The digital age, supported by data, technology, and predictive analytics has created a new opportunity to be more precise, more efficient, and more effective with our clients’ media investments:
- New ways of identifying who your customers are.
- New ways of reaching and influencing them at critical moments.
New ways of discovering the 50% of advertising that works, and avo- iding the 50% that doesn’t.
This reports analyses the state to digital media and its impact on the future.
For further information please look up your regional contact here: http://news.ipgmediabrands.com/magna-global/press-releases/
The document provides an overview of global marketing trends in 2013 based on a survey conducted by the International Federation of DMA's across 12 countries. Key findings include:
1) Marketing budgets increased in 2013 after several years of declines, with over 40% of respondents reporting higher budgets. Digital channels like social media, search, and email saw the largest budget increases while traditional channels like TV and radio saw decreases.
2) Marketers are evaluating and shifting budgets to channels that can demonstrate business metrics like lead generation, conversion, and return on investment. Social media is unique in being evaluated on both awareness and business goals.
3) Around half of respondents linked their marketing activities to increased company revenues over the past year,
1) As digital marketing has evolved, attribution models have moved from single-point models like last click, to linear models, and now to non-linear models that better reflect consumer purchase journeys across multiple channels.
2) Case studies demonstrate how attribution modeling reveals touchpoints throughout the purchase funnel, allowing optimization of budgets to increase ROI. Selecting the right attribution model based on industry and regional differences is important.
3) A multi-channel approach to attribution considers touchpoints across email, search, display, and retargeting to better understand their influence on conversions rather than relying solely on last-click attribution.
Study programmatic and data in Spain DatmeanDatmean
Datmean just released the first study carried out in Spain about programmatic buying and data. The research points out where Spain stands on this subject and the challenges the country is facing in 2017
How First Direct used newsbrand tablet apps to launch its new campaign and drive awareness and consideration among a difficult to reach young audience.
Mobile App Industry Survey: What's Ahead for App Marketing in 2017Jim Nichols
A global survey of mobile app marketers reveals rich insights into what’s ahead for app marketing in 2017. Learn about how apps make money and where they are investing. Understand which media will attract more app marketing dollars in 2017. See how re-engagement marketing is changing the priorities of the industry – for the better. See what's on the minds of senior app marketers in this fast-reading survey of app marketing leaders.
The Print Campaign Analysis by Millward Brown DigitalSanoma Belgium
The Print Campaign Analysis, a “meta-analysis “ conducted by Millward Brown, an authority in the assessment
of advertising impact, examined nearly 100 ad effectiveness studies that the advertisers themselves had
originally commissioned. Millward Brown’s report finds that print advertising results in the greatest increases
in persuasion metrics—brand favorability and purchase intent—compared to other platforms. These
advertiser-generated data also reveal that when advertisers used print magazine in combination with other
platforms, they were most successful in raising outcome metrics, leading to the conclusion that digital
platforms work best when they are connected to powerful traditional media, such as print.
This document summarizes a study on how Gen Z expectations are reshaping brand experiences. The study found that Gen Z expects instant, highly personalized, secure, and entertaining digital experiences from brands. Gen Z values trust, security, and digital features more than previous generations. They are also very comfortable with digital payments and interacting with brands through mobile apps and social media. For brands to attract Gen Z customers, they will need to deliver fast, personalized experiences across digital channels.
The document outlines the scope and goals of coupon and deals sites in India, including establishing an affiliate marketing site and app in Phase 1, creating an e-commerce marketplace in Phase 2, and launching an employee benefits program in Phase 3. It discusses the growth of the Indian e-commerce industry and affiliate marketing sector. The business projections estimate that the company will become profitable by year 2 and earn over 50 crore rupees in annual revenue by year 10.
This document analyzes the online coupon market and provides recommendations for Frugaloo, an online coupon website. It finds that Groupon and LivingSocial dominate the market with 38.8% and 35% share respectively. Main users of coupons are aged 35-44 while those aged 55-64 are increasing usage. AB shoppers use coupons for premium brands. Suppliers see better returns from coupons than in-store promotions. The document recommends Frugaloo focus on creating emotive categories, a simple website with large icons, introduce high street and high end brands, involve offers for spas and restaurants, and create a loyalty coupon card to track consumer behavior.
The State of Digital Advertising for Multi-Location BusinessesNetsertive
What are multi-location marketers focused on in 2020 and beyond? Check out our in-depth report for insights, trends, and opinions of the current state of digital advertising for multi-location businesses across the U.S. We cover new and existing trends to determine what marketers are prioritizing for their multi location businesses.
Expert strategies for your loyalty programArun Krishnan
The document provides an overview of strategies for implementing a successful loyalty program using SAP Loyalty Management. It discusses the current state of customer loyalty, an overview of SAP Loyalty Management capabilities, a case study of a loyalty program implementation, and 8 leading practices for a loyalty program. The leading practices include focusing on acquiring customer data, aligning the loyalty experience to the brand, engaging members with personalized content, excelling at core program benefits, harnessing partner networks, empowering brand advocates, increasing member wallet share, and reducing marketing costs.
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.
The document discusses how brands aim to deliver consistent personalized experiences to customers but marketing is fragmented across channels, data, and technology. It notes that 33% of marketers coordinate campaigns to prevent duplicate communications, 28% are connecting channels for omnichannel experiences, and 18% are unifying data sources. However, 60% use limited piecemeal solutions. The customer journey and media industry are also fragmented. The document argues that converging advertising and marketing technology can provide a single foundation for data activation and journey management.
The document discusses Kenshoo, a technology company that provides attribution and optimization solutions for paid search marketing. It provides examples of how Kenshoo helped clients like Accor Hotels improve results by implementing Kenshoo's U-shaped attribution model and enterprise platform. This model more accurately attributes clicks throughout the customer journey, allowing Accor to increase revenues 82% with only a 36% increase in spend. The document also introduces Kenshoo SmartPath, which dynamically adapts attribution based on each individual conversion path, and how it helped clients like Drs. Foster & Smith and Whitefence further optimize spending.
While digital channels continue to gain ground, the ambivalence isn’t gone.
Many of you feel you don’t have the right tools to measure and compare the
ROI of your ad campaigns across all the channels you use.
Reflections from the Advanced TV FrontlinesMediaPost
What are the key considerations for buying into Programmatic and Addressable TV? We consider activation based on key case study learning and client experiences. Performics’ Josh Martin will explore: programmatic models, inventory supply dynamics, pricing/data (with comparison to traditional linear) and acquisition performance.
Over the last 18+months, consumer behavior has witnessed tectonic shifts owing to the pandemic. Capgemini's recent report highlights these dynamic trends and evolving consumer behavior for consumer products and retails industries as we move forward in the new year.
Millennials prioritize saving money and are more likely than older generations to switch retailers or brands to earn loyalty rewards like fuel discounts. A survey found Millennials are more willing than Gen Xers or Boomers to use technology like mobile apps to track loyalty rewards and they prefer earning rewards from retailers, gas brands, or travel programs over other types of programs. Millennials also cite recommendations from family and friends as influencing their decisions to join loyalty programs more than older groups.
The document discusses LOYAL3, an innovative stock gifting program that aims to promote brand loyalty. It notes the shortcomings of existing loyalty programs and outlines how LOYAL3's program aligns customers with companies by offering stock rewards. Data from companies that have implemented LOYAL3 programs show increases in customer engagement metrics like Net Promoter Score and spending intent. The program provides a simple way for customers to enroll and redeem loyalty points for company stock online.
MoneySuperMarket.com was the first in its category to use newsbrands in a meaningful way. It was a client open to testing new things, challenging newsbrands to provide evidence that new platforms provide new opportunities.
We are in the midst of the next great transformative era in the media business. The digital age, supported by data, technology, and predictive analytics has created a new opportunity to be more precise, more efficient, and more effective with our clients’ media investments:
- New ways of identifying who your customers are.
- New ways of reaching and influencing them at critical moments.
New ways of discovering the 50% of advertising that works, and avo- iding the 50% that doesn’t.
This reports analyses the state to digital media and its impact on the future.
For further information please look up your regional contact here: http://news.ipgmediabrands.com/magna-global/press-releases/
The document provides an overview of global marketing trends in 2013 based on a survey conducted by the International Federation of DMA's across 12 countries. Key findings include:
1) Marketing budgets increased in 2013 after several years of declines, with over 40% of respondents reporting higher budgets. Digital channels like social media, search, and email saw the largest budget increases while traditional channels like TV and radio saw decreases.
2) Marketers are evaluating and shifting budgets to channels that can demonstrate business metrics like lead generation, conversion, and return on investment. Social media is unique in being evaluated on both awareness and business goals.
3) Around half of respondents linked their marketing activities to increased company revenues over the past year,
1) As digital marketing has evolved, attribution models have moved from single-point models like last click, to linear models, and now to non-linear models that better reflect consumer purchase journeys across multiple channels.
2) Case studies demonstrate how attribution modeling reveals touchpoints throughout the purchase funnel, allowing optimization of budgets to increase ROI. Selecting the right attribution model based on industry and regional differences is important.
3) A multi-channel approach to attribution considers touchpoints across email, search, display, and retargeting to better understand their influence on conversions rather than relying solely on last-click attribution.
Study programmatic and data in Spain DatmeanDatmean
Datmean just released the first study carried out in Spain about programmatic buying and data. The research points out where Spain stands on this subject and the challenges the country is facing in 2017
How First Direct used newsbrand tablet apps to launch its new campaign and drive awareness and consideration among a difficult to reach young audience.
Mobile App Industry Survey: What's Ahead for App Marketing in 2017Jim Nichols
A global survey of mobile app marketers reveals rich insights into what’s ahead for app marketing in 2017. Learn about how apps make money and where they are investing. Understand which media will attract more app marketing dollars in 2017. See how re-engagement marketing is changing the priorities of the industry – for the better. See what's on the minds of senior app marketers in this fast-reading survey of app marketing leaders.
The Print Campaign Analysis by Millward Brown DigitalSanoma Belgium
The Print Campaign Analysis, a “meta-analysis “ conducted by Millward Brown, an authority in the assessment
of advertising impact, examined nearly 100 ad effectiveness studies that the advertisers themselves had
originally commissioned. Millward Brown’s report finds that print advertising results in the greatest increases
in persuasion metrics—brand favorability and purchase intent—compared to other platforms. These
advertiser-generated data also reveal that when advertisers used print magazine in combination with other
platforms, they were most successful in raising outcome metrics, leading to the conclusion that digital
platforms work best when they are connected to powerful traditional media, such as print.
This document summarizes a study on how Gen Z expectations are reshaping brand experiences. The study found that Gen Z expects instant, highly personalized, secure, and entertaining digital experiences from brands. Gen Z values trust, security, and digital features more than previous generations. They are also very comfortable with digital payments and interacting with brands through mobile apps and social media. For brands to attract Gen Z customers, they will need to deliver fast, personalized experiences across digital channels.
The document outlines the scope and goals of coupon and deals sites in India, including establishing an affiliate marketing site and app in Phase 1, creating an e-commerce marketplace in Phase 2, and launching an employee benefits program in Phase 3. It discusses the growth of the Indian e-commerce industry and affiliate marketing sector. The business projections estimate that the company will become profitable by year 2 and earn over 50 crore rupees in annual revenue by year 10.
This document analyzes the online coupon market and provides recommendations for Frugaloo, an online coupon website. It finds that Groupon and LivingSocial dominate the market with 38.8% and 35% share respectively. Main users of coupons are aged 35-44 while those aged 55-64 are increasing usage. AB shoppers use coupons for premium brands. Suppliers see better returns from coupons than in-store promotions. The document recommends Frugaloo focus on creating emotive categories, a simple website with large icons, introduce high street and high end brands, involve offers for spas and restaurants, and create a loyalty coupon card to track consumer behavior.
The State of Digital Advertising for Multi-Location BusinessesNetsertive
What are multi-location marketers focused on in 2020 and beyond? Check out our in-depth report for insights, trends, and opinions of the current state of digital advertising for multi-location businesses across the U.S. We cover new and existing trends to determine what marketers are prioritizing for their multi location businesses.
Expert strategies for your loyalty programArun Krishnan
The document provides an overview of strategies for implementing a successful loyalty program using SAP Loyalty Management. It discusses the current state of customer loyalty, an overview of SAP Loyalty Management capabilities, a case study of a loyalty program implementation, and 8 leading practices for a loyalty program. The leading practices include focusing on acquiring customer data, aligning the loyalty experience to the brand, engaging members with personalized content, excelling at core program benefits, harnessing partner networks, empowering brand advocates, increasing member wallet share, and reducing marketing costs.
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.
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.
The document summarizes research on the digital customer experience. Some key findings include:
1. Consumers are willing to spend more for a better digital experience, with 81% willing to increase spending and 9% willing to increase spending by over half.
2. Companies with higher "DCX Index" scores, which measure digital customer experience practices, see greater customer satisfaction, higher NPS, and increased spending. A one point increase in the Index correlates to a 0.6% increase in customer spending.
3. There is a large gap between how companies perceive their customer centricity and consumer perceptions. While 75% of companies believe they are customer centric, only 30% of consumers agree.
Airtel has crossed 100 million customers in India, making it the 6th largest integrated operator in the world. It aims to reach 200 million users in the next 3 years, with future growth coming from rural India. Prior to implementing a CRM system, Airtel was only able to resolve 40% of customer issues manually. It has since hired Synergy Marketing to implement a customer loyalty program tracking customer behavior and acquisition/retention. Airtel saw a 252% ROI from the program with 15.6% decreased churn. Its total customer base, revenue, and net profits have all increased annually since 2013.
Ikano White Paper - The Future of LoyaltyLaura Scully
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.
Bbcon digital experiments october 22 2016Donna Wilkins
The document discusses experiments conducted by Charity Dynamics to improve fundraising through mobile and online technologies. It describes testing text messaging to promote app adoption, integrating matching gift information, creating a responsive participant center for any device, providing live technical support, adding a photo editor tool, developing online communities, enabling mobile email fundraising, and integrating participant/team search into donation forms. The results showed increases in adoption, fundraising, engagement, and donor satisfaction. Future work is proposed to optimize efforts and integrate innovations into broader strategies.
Are You Pushing Products, or Connecting Conversations?Pegasystems
This document outlines 5 principles for an always-on customer experience: 1) conversations are always connected across channels, 2) there can only be one centralized decision-making brain, 3) relevance rules relationships by understanding customers, 4) context adds color by determining the right action for each situation, and 5) decisions are based on the math of propensity, value, and leverage (P*V*L) to balance customer and business needs. The document provides examples of companies like Royal Bank of Scotland that have improved customer experience and outcomes by implementing these principles through a centralized customer decision hub and next-best action strategies.
Join Michael Hemsey, EVP of Merkle's Loyalty Solutions as he presents on the current state of the loyalty industry, recent industry developments, and what approaches are needed to more effectively execute loyalty programs.
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
Subscribe Now: How Subscriptions Can Drive Recurring Revenue & Customer LoyaltyTinuiti
Scaling your Direct-to-Consumer (D2C) brand requires an ever-growing toolbox, which includes first-party data, lifecycle tools like SMS messaging and loyalty programs, buttoned-up fulfillment and omnichannel marketing strategies, and a keen understanding of ecommerce trends.
The good news? Our subject matter experts, plus experts from across the industry, shared all the knowledge you need to grow and scale your D2C business in 2022.
e-Book: 13 Market Trends in Online Communities 2014Get Satisfaction
More than 800 professionals in support, marketing, and product teams weighed in on their thoughts and plans for online customer communities. There are 13 key findings in this new e-book including: the ROI of support communities (as much as 10-25%), the importance of user-generated content, the benefits of increased SEO, how to generate new product ideas from the community, and much more.
MPG Member Management Software Market Update – December 2020Madison Park Group
We are pleased to present our review of the member management software market for December 2020.
Madison Park Group is a unique investment banking firm that takes a "strategy first" approach to advising software companies. Our partners have developed and advised numerous successful companies as operators, investors and investment bankers.
Jonathan Adler and Michael Magruder spearhead the firm's efforts in the broader member management software market.
This document summarizes a webinar on retaining customers through mobile and digital initiatives. It provides examples of how companies in retail, casual dining, and B2B distribution have used customer data like demographics, behaviors, locations, and transactions to implement targeted deals, pay-at-table offers, perks and incentives. The webinar emphasized investing in customer experience, testing and optimizing initiatives, and soliciting feedback to re-engage customers through channels like pet wellness emails. Retaining customers is more cost effective than acquiring new ones, and loyalty programs have grown in popularity with customers expecting personalized experiences.
Measuring cx roi with social media deck 787-fGideon Ale
1. The document discusses measuring the return on investment (ROI) of customer experience (CX) using social media data and sentiment analysis.
2. It outlines Bottom-Line Analytics' Social Engagement Index (SEI) which provides a more accurate analysis of social media conversations than typical sentiment analysis tools by measuring stance shifts.
3. The SEI has been validated across various brands and is highly correlated with sales, showing it can predict commercial performance and help companies optimize marketing strategies.
Measuring Customer-Experience ROI with social mediaMichael Wolfe
Bottom-Line Analytics is a consulting firm focused on marketing effectiveness and brand performance analytics. They have developed the Social Engagement Index (SEI) which uses stance-shift analysis of social media conversations to more accurately measure consumer sentiment. The SEI has shown strong correlations to sales and brand metrics. Bottom-Line Analytics works with clients to use the SEI and other analytics to define brand positioning, measure sponsorship ROI, and optimize marketing mix and content strategies. Case studies demonstrate how the SEI has helped clients improve sales, launch new products successfully, and accelerate growth.
The document discusses tracking business value and metrics for brand communities. It reports results from a survey of community managers on how they define and measure community success. Key findings include that the most important community values are customer support, product feedback, and acquisition; the top metrics used are retention, new customers, and satisfaction; and measuring impact internally can increase leadership and budget support for communities.
2014 Customer Loyalty ASEAN Conference: Loyalty PrimeJim D Griffin
Kunal Mohiuddin presents an elegant three-step approach for building a future-ready loyalty program capability. Kunal has more than fifteen years in design and execution of loyalty programs and solutions. Based in India, he has been the architect of numerous enterprise-scale programs, located in over 85 countries and powering over 65 brands. Lassu (lassuloyalty.com) is the ASEAN distributor and reseller of Loyalty Prime – a complete enterprise-class loyalty platform that offers full CRM and loyalty management, and excellent integration to backend systems, like POS, reservations, and ERP. With the Loyalty Prime platform, marketers can easily segment their customers, and then build engagement using social, mobile, website, email, SMS and marketing campaign automation.
Change, innovate, explore and adjust. These will become the hallmarks of financial institutions that survive and thrive in today’s consumer-driven market. Digital Insight explored importance of an omni-channel offering in today's marketplace, why more engagement across all channels is critical, and how to get started on developing your own omni-channel strategy.
Dive deep into the cutting-edge strategies we're employing to revolutionize our web presence in the age of AI-driven search. As Gen Z reshapes the digital realm, discover how we can bridge the generational divide. Unlock the synergistic power of PPC, social media, and SEO, driving unparalleled revenues for our projects.
janani Digital Marketer|Digital Marketing consultant|Marketing Promotion|Coim...janudm24
Myself Janani Digital marketing consultant located in coimbatore I offer all kinds of digital marketing services for your business requirements such as SEO SMO SMM SMO CAMPAIGNS content writing web design for all your business needs with affordable cost
Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
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2. Search Engine Marketing (SEM)
3. Social Media Optimization (SMO)
4. Social Media Marketing (SMM)
5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
1. Quick Promotions through Online
2. Generation of More leads and Business Enquiries via Search Engine and Social Media Platform
3. Latest Technology development vs Business promotions
4. Creation of Social Branding
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Benefits Digital Marketing Services at Techvolt software :
1. Services offered with Affordable cost
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3. Free Dynamic Website design*
4. Best combo offers on website Hosting,design along with digital marketing services
5. Assured Lead Generation through Search Engine and Social Media
6. Online Maintenance Support
Free Website + Digital Marketing Services
Techvolt Software offers Free website design for all customer and clients who is availing the digital marketing services for a minimum period of 6 months.
With Regards
Janani Digital Marketer
Coimbatore,Tamilnadu.
Trust Element Assessment: How Your Online Presence Affects Outbound Lead Gene...Martal Group
Learn how your business's online presence affects outbound lead generation and what you can do to improve it with a complimentary 13-Point Trust Element Assessment.
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Customer Experience is not only for B2C and big box brands. Embark on a transformative journey into the realm of B2B customer experience with our masterclass. In this dynamic session, we'll delve into the intricacies of designing and implementing seamless customer journeys that leave a lasting impression. Explore proven strategies and best practices tailored specifically for the B2B landscape, learning how to navigate complex decision-making processes and cultivate meaningful relationships with clients. From initial engagement to post-sale support, discover how to optimize every touchpoint to deliver exceptional experiences that drive loyalty and revenue growth. Join us and unlock the keys to unparalleled success in the B2B arena.
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1. Identify your customer journey and growth areas
2. Build a three-step customer experience strategy
3. Put your CX data to use and drive action in your organization
Yes, It's Your Fault Book Launch WebinarDemandbase
From Blame to Gain: Achieving Sales and Marketing Alignment to Drive B2B Growth.
Tired of the perpetual tug-of-war between your sales and marketing teams? Come hear Demandbase Chief Marketing Officer, Kelly Hopping and Chief Sales Officer, John Eitel discuss key insights from their new book, “Yes, It’s Your Fault! From Blame to Gain: Achieving Sales and Marketing Alignment to Drive B2B Growth.”
They’ll share their no-nonsense approach to bridging the sales and marketing divide to drive true collaboration — once and for all.
In this webinar, you’ll discover:
The underlying dynamics fueling sales and marketing misalignment
How to implement practical solutions without disrupting day-to-day operations
How to cultivate a culture of collaboration and unity for long-term success
How to align on metrics that matter
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How ABM can be a powerful unifier
Did you know that while 50% of content on the internet is in English, English only makes up 26% of the world’s spoken language? And yet 87% of customers won’t buy from an English only website.
Uncover the immense potential of communicating with customers in their own language and learn how translation holds the key to unlocking global growth. Join Smartling CEO, Bryan Murphy, as he reveals how translation software can streamline the translation process and seamlessly integrate into your martech stack for optimal efficiency. And that's not all – he’ll also share some inspiring success stories and practical tips that will turbocharge your multilingual marketing efforts!
Key takeaways:
1. The growth potential of reaching customers in their native language
2. Tips to streamline translation with software and integrations to your tech stack
3. Success stories from companies that have increased lead generation, doubled revenue, and more with translation
From Hope to Despair The Top 10 Reasons Businesses Ditch SEO Tactics.pptxBoston SEO Services
From Hope to Despair: The Top 10 Reasons Businesses Ditch SEO Tactics
Are you tired of seeing your business's online visibility plummet from hope to despair? When it comes to SEO tactics, many businesses find themselves grappling with challenges that lead them to abandon their strategies altogether. In a digital landscape that's constantly evolving, staying on top of SEO best practices is crucial to maintaining a competitive edge.
In this blog, we delve deep into the top 10 reasons why businesses ditch SEO tactics, uncovering the pain points that may resonate with you:
1. Algorithm Changes: The ever-changing algorithms can leave businesses feeling like they're chasing a moving target. Search engines like Google frequently update their algorithms to improve user experience and provide more relevant search results. However, these updates can significantly impact your website's visibility and ranking if you're not prepared.
2. Lack of Results: Investing time and resources without seeing tangible results can be disheartening. The absence of immediate results often leads businesses to lose faith in their SEO strategies. It's important to remember that SEO is a long-term game that requires patience and consistent effort.
3. Technical Challenges: From site speed issues to complex metadata implementation, technical hurdles can be daunting. Overcoming these challenges is crucial for SEO success, as technical issues can hinder your website's performance and user experience.
4. Keyword Competition: Fierce competition for top keywords can make it hard to rank effectively. Businesses often struggle to find the right balance between targeting high-traffic keywords and finding less competitive, niche keywords that can still drive significant traffic.
5. Lack of Understanding of SEO Basics: Many businesses dive into the complex world of SEO without fully grasping the fundamental principles. This lack of understanding can lead to several issues:
Keyword Awareness: Failing to recognize the importance of keyword research and targeting the right keywords in content.
On-Page Optimization: Ignorance regarding crucial on-page elements such as meta tags, headers, and content structure.
Technical SEO Best Practices: Overlooking essential aspects like site speed, mobile responsiveness, and crawlability.
Backlinks: Not understanding the value of high-quality backlinks from reputable sources.
Analytics: Failing to track and analyze data prevents businesses from optimizing their SEO efforts effectively.
6. Unrealistic Expectations and Timeframe: Entrepreneurs often fall prey to the allure of quick fixes and overnight success. Unrealistic expectations can overshadow the reality of the time and effort needed to see tangible results in the highly competitive digital landscape. SEO is a long-term strategy, and setting realistic goals is crucial for success.
#SEO #DigitalMarketing #BusinessGrowth #OnlineVisibility #SEOChallenges #BostonSEO
Build marketing products across the customer journey to grow your business and build a relationship with your customer. For example you can build graders, calculators, quizzes, recommendations, chatbots or AR apps. Things like Hubspot's free marketing grader, Moz's site analyzer, VenturePact's mobile app cost calculator, new york times's dialect quiz, Ikea's AR app, L'Oreal's AR app and Nike's fitness apps. All of these examples are free tools that help drive engagement with your brand, build an audience and generate leads for your core business by adding value to a customer during a micro-moment.
Key Takeaways:
Learn how to use specific GPTs to help you Learn how to build your own marketing tools
Generate marketing ideas for your business How to think through and use AI in marketing
How AI changes the marketing game
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The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
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Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
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Breaking Silos To Break Bank: Shattering The Divide Between Search And SocialNavah Hopkins
At Mozcon 2024 I shared this deck on bridging the divide between search and social. We began by acknowledging that search-first marketers are used to different rules of engagement than social marketers. We also looked at how both channels treat creative, audiences, bidding/budgeting, and AI. We finished by going through how they can win together including UTM audits, harvesting comments from both to inform creative, and allowing for non-login forums to be part of your marketing strategy.
I themed this deck using Baldur's Gate 3 characters: Gale as Search and Astarion as Social
Unlock the secrets to enhancing your digital presence with our masterclass on mastering online visibility. Learn actionable strategies to boost your brand, optimize your social media, and leverage SEO. Transform your online footprint into a powerful tool for growth and engagement.
Key Takeaways:
1. Effective techniques to increase your brand's visibility across various online platforms.
2. Strategies for optimizing social media profiles and content to maximize reach and engagement.
3. Insights into leveraging SEO best practices to improve search engine rankings and drive organic traffic.
10. Why ?
➔ There is no extensive study of loyalty programs for the
Quebec and Canadian market
➔ There are no benchmarks available for loyalty program
managers
➔ The only existing data measures members’ satisfaction or
engagement
However, the best measure of performance for a loyalty
program is its capacity to modify purchase behaviour of
members.
10
1
2
3
12. Methodology
▪ Weighting according to the real distribution of the population, according to the sex, age,
regions, education, presence of children and mother tongue
▪ Margin of error is +/- 1.4 %, confidence interval of 95% (in 19 cases out of 20)
Canadians over 18
years old 5,000 respondents
(3,000 in Québec)
Data Collection
from April 24 to May 11
2018
12
(Internet panel of over 400,000
respondents across Canada)
14. The LoyalT score is calculated using a multiple regression analysis to determine
the contribution of each key performance indicator to the final score.
RECOMMENDATION
1
ENGAGEMENT
2
BEHAVIOUR
3
Interest in recommending the
program to friends and family
Social media subscription, newsletter
and other communications consultation
rate by members and points redemption
in the last 12 months
Capacity of the program to make
members more loyal and to modify
purchase behaviour (frequency and
concentration of purchases)
LoyalT
Score
14
6 %
37%
57%
Key performance indicators and measures
19. The personalized LoyalT report
19
Recommendations : main takeaways, elements to
improve, recommended strategies, etc...
The performance of your program on
15 variables
Your LoyalT score and the performance of your
program on the 3 key performance indicators
Your results compared to other programs in
your activity sector and to the top 10 programs in Canada
1
2
3
4
$9,500
25. People with higher revenues use more loyalty programs
25
6,6
5.3
6.4
6.6
7.9
8.0
26. Usage rate remains high
The 5 programs that are the most used in 2018 (always or most of the time)
26
Author’s note
➔ Usage rate remains high even though Canadians have more programs than before
➔ Brands with higher frequency of purchase obtain better results
➔ The rate shown for PC Optimum is the average of both programs (PC Plus and Optimum)
28. Importance of personalized offers
28
43%
Author’s note
➔ The best programs are those using personalization and data analysis. Customers are expecting the
right offers at the right time.
29. 5 Programs with the best personalized offers
29
Author’s Note
➔ SAQ stands out as this program has over 24 months of customer data history which permits to
better personalize offers.
30. Mobile app usage is growing
30
16%
% of respondents that always or most of the time use the mobile app
31. The 5 best programs for mobility
31
Author’s note
➔ Starbucks is first because the program integrates mobile payment, mobile orders and other
mobile friendly elements.
33. Adding a co-branded credit card improves a
program’s performance
LoyalT scores are significantly higher for co-branded credit card owner.
PC Plus de Loblaws/Provigo/Maxi Program
Members holding the co-branded credit card
have a better perception of the program than
members who do not have the credit card.
33
34. Adding a co-branded credit card improves PC
Plus’ performance
34
(% of respondents attributing a score of 9 or 10)
Author’s note
➔ This trend is also validated with other programs offering co-branded credit cards like Petro-Points,
Husky Rewards and Canadian Tire.
36. 41%
Rewards redemption rate increases slightly
36
% of respondents redeeming their rewards in the last 12 months
Author’s note
➔ Coalition program is the only category that decreased from 2017 to 2018.
➔ Several programs develop initiatives that are encouraging members to redeem.
➔ A member’s engagement rate for a program increases when redeeming.
37. 5 programs with the best redemption rate
37
Author’s notes
➔ Initiatives encouraging points redemption like vouchers (métro&moi) or contests (SAQ),
mobility and frequency of visits are elements increasing redemption rate.
41. The best programs increase purchase frequency
% of respondents that agree (score from 7 to 10) that the program makes them buy
from the company more often
42%
41
42. The 5 programs where members visit more often due to the
program
42
43. The best programs increase purchase concentration
% of respondents that agree (score from 7 to 10) that the program causes
an increase in the concentration of their purchases
43
46%
44. The 5 programs where members concentrate the most their
purchases
44
45. Impact on retention
% of respondents that agree (score from 7 to 10) that if the program did not exist,
they would shop there less often
45
36%
50. Canada’s Top 10
Starbucks
Rewards
Beauty Insider
(Sephora)
Milliplein
(EKO)
50
Author’s note
➔ Starbucks earns first place for a second
consecutive year.
➔ Milliplein changed it’s program this year
and results are almost instantaneous.
➔ Milliplein and Scene have the same LoyalT
score (66.0). However, Milliplein
performed better on the Behaviour key
performance indicator, which is the most
important KPI determining the loyalty
score. This gives the 3rd position to
Milliplein.
51. Canada’s Top 10
51
Program Points 2018 2017 Business
Starbucks Reward 71.6 1 1 Starbucks
Beauty Insider 67.2 2 ↑ 6 Sephora
Milliplein 66.0 3 ↑ 8 EKO
Scene 66.0 3 ↑ 4 Cineplex
PC Plus 65.6 5 ↓ 2 Loblaws
Petro-Points 65.2 6 ↓ 4 Petro-Canada
Câlin 64.8 7 ↓ 3 Mondou
metro&moi 61.6 8 8 Metro
Optimum 61.2 9 ↓ 8 Shoppers /
Pharmaprix
Frequent Steeper 60.0 10 ↓ 9 David’s Tea
Author’s note
➔ The best programs (Starbucks
Reward) has only 71,6 points on 100.
There is room for improvement even
for the best programs.
➔ In case of an equality, the program
with the highest score for the
Behaviour KPI earns the highest
ranking.
➔ PC Plus and Optimum were
evaluated separately because the
programs merged in February and
data for the study was collected in
April/May. It did not give enough
time for members to live the PC
Optimum experience. Next year, we
will evaluate PC Optimum as a
whole.
52. Winners for each key performance indicator
52
Top 3
Scene
Beauty Insider (Sephora)
Câlin
Top 3
metro&moi
Starbucks
Câlin
Top 3
Starbucks
Beauty Insider (Sephora)
Milliplein
EngagementRecommendation Behaviour
53. Growth champions
53
Author’s note
➔ The Simons and Inspire (SAQ) experience high growth a couple of years after their
launch.
Programs that had the highest LoyalT score growth from 2017 to 2018
55. PC Optimum : expected changes in purchase
behaviour (PC Plus and Optimum % of 7 to 10)
55
Author’s note
➔ The probability that PC Optimum members will shop more often in the pharmacies, supermarkets
of the group as well as the Esso gas stations are high.
➔ PC Optimum is a new private coalition program to follow closely during the next years because
they are well established Canadian brands where purchase frequency is high.
57. Performance of coalition programs is decreasing
57
56,2
Author’s note
➔ The LoyalT scores of the three coalition programs are well under the average LoyalT score of all
combined programs (56.2).
49.6 47.6
44.4
50.8
50.8
45.2
58. The performance of coalition programs
% of members shopping at 0, 1 or 2 different retailers
58
Author’s note
➔ By definition, a coalition programs should make a member shop at many retailers. However, the
majority of members use the program at only 0, 1 or 2 different retailers.
60. ➔ Loyalty program ownership and usage is increasing;
➔ The best programs are those able to modify members’ purchase
behaviour by increasing frequency and share-of-wallet;
➔ Customer-data and personalization remain key to a better performing
program;
➔ Coalition programs remain at the bottom of the LoyalT ranking;
➔ Private coalition programs is a trend to track closely
◆ PC Optimum with Esso
◆ Triangle by Canadian Tire (L’Équipeur, Atmosphere, Men’s
Wearhouse and Sport Chek).
Reminders...
62. To get a personalized report
62
Contact us at
info@r3marketing.ca
63. October 22nd from 9 AM to 5 PM
HEC Executive Education
Using relational marketing
to increase sales
R3 training (in French only)
63
October 24th 8h30 AM to 12 PM
St-James Club, Montreal
All you ever wanted to know
about loyalty programs
To register : ww.r3marketing.ca