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Loyalty trends and best practices

Today's Technology Fuels Tomorrow's Loyalty

by Sara Hogan
March 12, 2018
Today's Technology Fuels Tomorrow's Loyalty

As technology evolves, so do consumers’ expectations — and their demands. While this may seem like common sense, or at least an inevitability of the information age, what it means for brands and retailers is that forward-leaning technology needs to be a centerpiece of your loyalty strategy.

Experiencing Loyalty: How Loyalty is Tailor-Made for CX

by Sara Hogan
January 08, 2018
Experiencing Loyalty: How Loyalty is Tailor-Made for CX

Many companies continue to think about loyalty and CX independently, as distinct undertakings, when a more holistic, comprehensive approach would have a significant multiplier effect on both CX and loyalty initiatives.

[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

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