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 …
Merchant-Funded Malls Are Better Than Ever
Merchant-Funded Malls Are Better Than Ever I often speak with companies whose merchant-funded malls have not worked as well as they would have hoped. They are at a loss as to why that is. They tell me things like people just don’t want to use these types of programs anymore or that their customers tell them it is too hard to find what they want. Others complain about lost tracking or members clicking out to Read more …
Does It Pay to be Loyal to Your Company?
Does It Pay to be Loyal to Your Company? Welcome to 2015. I know we are halfway done with the year, but today is a new day. We have come to a point in the war for consumer loyalty that a good product, fair price, and friendly service are no longer enough. Consumer Benefits These days, everyone now has a loyalty program and most of them look the same. Most people I talk with would not Read more …
What Is Your Budget?
What Is Your Budget? This is a question that gets asked in some form in just about every sales conversation. Sometimes the question is never asked. A good consultant will always ask. I know it is uncomfortable to ask, but it is something that must be asked. Even though it can be hard to say, it is one question that should always be asked. My wife watches a ton of HGTV. She is always complaining about the Read more …
Budget Planning – Customer Loyalty Programs
Budget Planning – Customer Loyalty Programs As a business leader for a loyalty program, securing and getting approval for a budget can be challenging. If you are starting a new program, it is often difficult to estimate both revenue and expenses. When you are in your initial planning phase before you go out to RFP, soliciting a variety of vendors to help establish budget is a really good idea. If your vendor has similar programs Read more …
Marketing Strategy for Loyalty
Marketing Strategy for Loyalty What to do when customers are no longer brand-loyal … We have said it before, but customer support and the customer experience are the two most important components of your program. Customers don’t always stay brand-loyal. They read reviews, shop trending stores, and buy trending products. What does this mean? It means that the loyalty platform that solves the customer’s issues by creating a meaningful experience, creating ease-of-use, and positioning trending products wins. Being able to Read more …
Technology Vendors: Can’t Live With Them, Can’t Live Without Them
Technology Vendors: Can’t Live With Them, Can’t Live Without Them You want to freshen your loyalty program but you are already spending too much time managing your technology vendors. In the age of specialization, every move you make seems to need yet another vendor to help you navigate it. Vendor A built the base platform, Vendor B helps with an “earn” platform, and Vendor C helps with redemption. That does not even take into account Read more …
Customer Loyalty, Some Things Never Change
Customer Loyalty, Some Things Never Change Innovation is all around us. It seems that the world is ever-changing … from the way we receive the news, to healthcare, and now even self-driving cars. However, the one place it seems things are slow to evolve is in customer loyalty programs. While every company from airlines to dog groomers seem to be launching a loyalty program, many of them are the same. You could buy something and earn Read more …
Customer Loyalty … Not All Customers Are Created Equal
Customer Loyalty … Not All Customers Are Created Equal We know that not all customers are created equal. Some customers are loyal to brands, while others are only looking for the lowest price possible. Some customers want to shop around and find the best deal for themselves. Others want someone to show them the best deal. Many want to be left alone, while others want to be communicated with frequently. Even with this knowledge, many Read more …
Loyalty Marketing Companies
Loyalty Marketing Companies How do you pick a loyalty marketing company? When you begin your search for a loyalty marketing company, you should consider a variety of things including technology stack, marketing strategy, marketing technology, and a very strong customer communication plan. Remember, the goal is to grow and retain existing customers through incentives and rewards. Positive Mobile Experience The mobile and social experience is so import that it is imperative your technology company not Read more …