Resources

Explore our collection of guides, white papers, and webinars for insights into loyalty

Report
B-to-B loyalty is positioned for change. Informed by new data about what B-to-B buyers value most from their loyalty programs, and inspired by the possibilities of new products, services, and incentives, B-to-B sellers must align their programs around buyers’ most valued services and the move to the mobile channel. Merkle’s report series presents research on how B-to-B marketers should adapt.
Report
B-to-B seller-buyer relationships that evolve from successful loyalty programs have potential to invoke a long-tail impact on the broader business and consumer market. This report examines the payoffs and additional opportunities that arise due to stronger relationships, greater understanding, and shared knowledge between buyers and sellers in B-to-B programs.
Report
In the long run of B-to-B loyalty, non-financial incentives and services — such as dedicated support, resources, and knowledge — can contribute even more meaningfully than financial incentives to the growth and success of members’ businesses. This report provides tangible, specific ideas around "business-building services" and what they might look like for B-to-B members.
Report
In this Forrester Wave™ 30-criteria evaluation of customer loyalty solutions, Forrester identified the 13 most significant loyalty providers and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2C marketing professionals make the right choice.
Article
With consumers enjoying more choice despite industry consolidation, hotel companies must capture and realize the power of customer-centric data to change the conversation. The most effective way to do so: demonstrate "memory" of your customer relationships.
Webinar
This webinar discusses the key takeaways from a 2017 500friends & Merkle survey of B-to-B sellers and buyers in North America and the UK. The results provided clear direction around the types of features, services, and resources that B-to-B buyers consider.
Report
For most B-to-B loyalty programs, the short-term incentives are traditionally financial, but long-term goals should focus on building relationships between providers and buyers. Within that framework, what should the ideal B-to-B loyalty program look like so that it's attractive to buyers and delivers results for sellers?
Report
The Digital Marketing Report (DMR) takes a detailed look at performance across digital channels, including paid search, SEO, product ads, CSEs, programmatic, and social media. It also provides insight into major digital trends including share of traffic for search engines, digital platforms, and across devices.
Whitepaper
In this paper, we cover how brands can successfully implement connected loyalty by understanding and leveraging consumer behaviors and expectations, integrating CRM into the loyalty ecosystem, personalizing for in-the-moment engagement, and connecting all interaction channels.
Article
A disconnect with hotel loyalty programs has left an opening for online travel agencies to build loyalty with leisure travelers left in the cold. By democratizing hotel loyalty programs to appeal to members beyond the top 20 percent, hotel brands can form profitable and sustainable relationships with loyal leisure travelers.
Webinar
While addressable advertising and personalized experiences represent point-in-time interactions, CRM and loyalty 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.
Article
We have employed a framework by which companies can begin to think about how to implement a successful loyalty program, use it as a blueprint for an implementation methodology that ensures success, and use that same framework to scorecard their success over time as the program evolves.
E-Book
Technology is giving modern marketers the ability to create more meaningful moments than ever, across every channel, every device, at any point in time – all uniquely designed for a specific, real person. This leaves many marketers asking an awkward question: “how do I do it?” The good news is there is an answer.
Report
The Digital Marketing Report (DMR) takes a detailed look at performance across digital channels, including paid search, SEO, product ads, CSEs, programmatic, and social media. It also provides insight into major digital trends including share of traffic for search engines, digital platforms, and across devices.
Article
All brands need strong and relevant segment-marketing with media and content that is hyper-personal, created from data the brand collects over time, and communicating messages that are hyper-relevant to the consumer. But what media and content is more hyper-relevant to us than how much "currency" we have with a brand, and how that brand allows us to utilize that currency?
WHITEPAPER
Dossier is a journal filled with original articles on the most relevant topics in digital marketing. Written by a team of esteemed authors, Dossier’s articles highlight strategies and detail approaches that will benefit any marketing program. This edition provides actionable insights on topics that include paid and organic search, loyalty, and multi-channel co-op marketing.
WEBINAR
In this webinar, we'll walk through the key takeaways of The Great Loyalty Reset report. This report looks at retail and CPG loyalty programs through a new lens and with new recommendations for loyalty program managers as they navigate a constantly evolving marketplace with unpredictable shopping behaviors.
REPORT
The first in a series of global surveys, this report reveals some long-standing misconceptions about consumers’ engagement with loyalty programs. Responses from retail and CPG loyalty program managers and consumers serve as a wake-up call for an industry that must now function in an on-demand, omni-channel marketplace.
WEBINAR
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.
ARTICLE
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. The best customer strategy for today's hotelier lies at this intersection of digital experience, loyalty program experience, and the end-to-end travel journey.
ARTICLE
Striking the right balance of business priorities and consumer priorities 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.
ARTICLE
As marketing professionals, it’s easy to become transfixed by the shiny things of technology. In this era, however, the focus must be on the new types of personalized marketing campaigns that become possible with IoT, as well as improving customers’ experience.
WEBINAR
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? Learn how the joint solution through the partnership of Gigya and 500friends has the ability to solve these challenges.
WEBINAR
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 this webinar, we outline innovative ways that technology creates experiential moments to keep your loyalty members engaged.
WHITEPAPER
In today’s organizations, the CMO and CFO demand to know the ROI of all initiatives, especially for a large undertaking like a loyalty program. This necessitates the need for a complete financial analysis your loyalty initiative. In this paper, we will share some of our best practices and structural elements of how our loyalty strategy team models programs.
WEBINAR
Your customers know what they want—do you? It’s no secret that customers now expect to feel like your brand personally knows them. Using real-time data and customer understanding through your loyalty program, you’re able to deliver an experience tailored to each member. This is paramount to create unique and satisfying customer experiences that drive results.
WEBINAR
It is essential to track and understand program member behaviors to ensure you maximize the profitability of each interaction. Loyalty programs tie together all of a member’s transactions and include information from their social networks, reviews, preferences, employee interactions, and other program engagement activities.
REPORT
In this Forrester Wave™ evaluation of customer loyalty solutions, Forrester identified and researched, analyzed, and scored the most significant customer loyalty solution vendors. This report details their findings in order to help customer insights professionals select the right partner for their customer loyalty initiatives.
WEBINAR SERIES
Programmatic buying without leveraging loyalty-related 1st party data misses an opportunity in acquiring higher LTV customers. Loyalty programs can provide a more in-depth understanding of your customers with data sourced from loyalty profiles, social accounts, and content creation.
WEBINAR SERIES
Many customers are treated as if they’re one and the same although there is so much customer information available to us. The information provided from a loyalty program can help ensure that messaging increases in relevance, maintains margin, and builds a more personal and meaningful relationship with each member.
WEBINAR SERIES
Large numbers of customer identities are currently unknown and brands struggle with linking together customer purchases, LTVs, and preference trends. Driving self-identification of customers across channels with your loyalty program increases matchback rates and your understanding of customer spend and behavior.
WHITEPAPER
Is it better to have one loyalty program that covers all of your brands, or separate programs for each? How you answer that question can have huge implications for your customers’ experience and your loyalty ROI. In this paper, we offer guidance for senior marketers who are looking to determine the best approach.
WHITEPAPER
Marketers who have already invested in loyalty need to set program objectives that drive equality enrollment and create more opportunities for engagement. See how 500friends helps modernize existing loyalty programs to generate real & measurable results.
WHITEPAPER
See what research has uncovered about the correlation of loyalty reward redemption and customer purchase frequency and spending habits. This paper presents the results of a study on member data and recommendations to maximize first reward redemption when designing loyalty programs.

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