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Loyalty trends and best practices

[Webinar] Manage Your Customer Relationships Over Time

by Julia Leyrer
June 14, 2017
[Webinar] Manage Your Customer Relationships Over Time

While addressable advertising and personalized experiences represent point-in-time interactions, CRM and loyalty comprise the overarching customer strategy over time. They hold the inbound and outbound efforts together as one cohesive customer journey, with plans and programs that stimulate ongoing demand within your own customer base. Key Takeaways: 1) Linking inbound and outbound customer experiences over time to optimize relationships and overall business objectives. 2) Benchmark results from Merkle’s People-based Marketing assessment... Read more

The Currency of People-Based Marketing

by Michael Hemsey
April 21, 2017
The Currency of People-Based Marketing

Think of what comprises people-based marketing for an enterprise brand. Is it: Defining why, and how, a brand needs to evolve the sophistication of their people-based marketing solutions? Knowing how to create a sophisticated value-chain of cross functional teams and platforms throughout an enterprise? Defining the investment required of a brand to implement, and evolve, their people-based marketing platforms? Seamlessly integrating people-based marketing technology assets within a brands existing technology solution stack, including partners and alliances? Managing continuous improvement throughout all components of the people-based marketing value chain? Identifying the investment required of a brand to deliver people based media and content, over time... Read more

Win the Connected Traveler with Connected Loyalty Strategies

by Allison Cripps Ferguson
March 23, 2017
Win the Connected Traveler with Connected Loyalty Strategies

"Travel in the young is part of education, in the elder a part of experience." Francis Bacon made this observation in the 17th century, and it resonates now. Travel today is a highly aspirational, emotional, and educational experience. However, today's experience is largely a digital one, which is evolving our roles as hoteliers and marketers at the very pace of innovation. We must constantly use people-based marketing to re-imagine how we connect with travelers and inspire them to connect in return. There is much in play to win the hearts, minds, and spend of the digital or so called "connected" traveler, who controls an estimated $180B global stay spend on hotels, vacation rentals, and packages. Hotel companies, via their loyalty programs, have the opportunity to become the hub for the self-service, end-to-end experience of the connected traveler... Read more

How to Increase Member Engagement by Striking the Right Balance with Loyalty Design

by Socheata Sam
March 22, 2017
How to Increase Member Engagement by Striking the Right Balance with Loyalty Design

With the proliferation of loyalty programs in the marketplace, wallets are becoming increasingly saturated with membership cards, mobile phones with retail program apps, and key chains with key fobs. In fact, the average American household is enrolled in 29 loyalty programs--the problem, however, is that they only actively engage with 12 programs on average. So, why are so many programs failing to engage members post-enrollment? For starters, loyalty program design can be challenging. One of the more foundational challenges--and perhaps one of the more obvious challenges--is balancing the interests of the customer with the priorities of the business. Striking the right balance here requires a deep understanding of what matters to your customers (deeper than what might be obvious), alongside clear and concise alignment across the entire business around loyalty objectives. The one... Read more

[Webinar] Retention and Loyalty. The End Is Only the Beginning.

by Julia Leyrer
March 20, 2017
[Webinar] Retention and Loyalty. The End Is Only the Beginning.

Join Merkle to understand how to better leverage digital tactics through addressable marketing and owned media experiences for cross-sell, upsell and retention. We will help you identify your target audience for retention messaging and how can you drill into channels and influencers. Retention is much more than loyalty programs, learn how you can upsell your offerings. Learn the importance of retention and understand how you can... Read more

5 Technology Trends Driving Engagement-Based Loyalty

by Geoffrey Smalling
February 23, 2017
5 Technology Trends Driving Engagement-Based Loyalty

Loyalty programs continue to proliferate, while customers’ expectations continue to evolve. Program innovations are more important than ever, facilitating new ways for brands to focus on delivering seamless experiences when and where their best customers want them. In 500friends’s recent webinar, Geoffrey Smalling, CTO of 500friends, a Merkle Company, spoke about innovative ways, outlined below, that technology can facilitate collecting loyalty data to create experiential moments, keeping your loyalty members engaged and driving deep consumer value... Read more

[Webinar] From Identification to Loyalty: How to Ensure a Successful Customer Journey

by Julia Leyrer
January 11, 2017
[Webinar] From Identification to Loyalty: How to Ensure a Successful Customer Journey

Are you challenged with identifying a truly comprehensive view of your customers in order to recognize the types of incentives, interactions, and products needed to deepen the relationship between your brand and your customer? Ideally, loyalty programs are a solution to collect and connect more member data (beyond transactions) to help you better understand your members. However, loyalty program engagement may be limited by a cumbersome enrollment process. Even post-enrollment, a program faces an innate difficulty to create incentives suitable for very different member segments. Through the partnership of Gigya (awarded the highest score in Identity and Access Management for B2C by Gartner, Inc.) and 500friends, a Merkle Company (awarded the highest score in Customer Loyalty Solutions by Forrester Research), the resulting... Read more

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