Is a Simple Thank You Enough?
Is a simple Thank You enough? We have all gone crazy over the next best thing, analytics, predictive tracking, integrations, wonder widgets, and behavior modification. Does it really matter, and can we actually make changes in customer behavior through these tools? Could it be as simple as saying “Thank You”? We know from all of our surveys that a customer is likely to change brands or services because of service or lack thereof. If a Read more …
Loyalty Isn’t Always About Frequency
Loyalty Isn’t Always About Frequency I spent a good part of my weekend getting ready to send my son back to school next week. He is going to be in second grade this year. I asked him what he was most looking forward to. His answer was a two-parter. First he was excited about recess, so he could see his best friends. I asked him who his best friend was and he proceeded to name Read more …
Science, Healthcare and Loyalty
I have been in technology, healthcare, and loyalty for 30 years. Yes, even I agree that it’s an odd combination. My first career was actually as a Registered Nurse. The science behind the clinical applications has always intrigued me. Science and healthcare are never ending pursuits for understanding. It is so easy to get caught up in analyzing lab results or treatment results that we forget there is a person on the other end. It’s Read more …
How Loyalty Drives Giving
How Loyalty Drives Giving When we think of loyalty programs, our first thought is usually of airlines. Then we think of hotels and retail stores. These are companies who want us to buy their goods and services, be loyal to their brand, and return to make more purchases. This makes perfect sense; loyalty is the lifeblood of most for-profit companies, because loyalty drives sales. What we don’t often consider is that loyalty is also Read more …
Why Do Customer Loyalty Programs Fail?
Why Do Customer Loyalty Programs Fail? Engagement is the life blood of any loyalty program. The higher the engagement, the better your program looks to those from the outside. You could hire consultant after consultant and do focus groups all day and night to build the greatest program ever. Next, you could spend hundreds of thousands of dollars to build this shrine to loyalty. Imagine, you get excited as the launch grows near. You are about Read more …
Customer Loyalty Programs for Healthcare
Customer Loyalty Programs for Healthcare Loyalty programs for healthcare should be simple. Patients are customers. They want the same perks and benefits that any customer wants. Patients are no different than our retail counterpart’s customers. They are demanding. They have high expectations and they expect something for free. Using customer loyalty and rewards programs to increase compliance, improve health, improve satisfaction, save money, and increase revenue should be a no brainer. We should always be Read more …
Is 1% Cash Back Enough for Anyone to Really Care?
Is 1% Cash Back Enough for Anyone to Really Care? I think we can all agree that 1% cash back only matters to people when they are about to make a large purchase; otherwise, it isn’t enough to change a behavior unless it is combined with something else. We know from our surveys and program stats that cash is king. When customers have a choice, cash is the number one redemption option. It really doesn’t Read more …