Loyalty Section: Gamifying your loyalty program

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What if you could design a loyalty program that was so enticing, it became a talking point on par with the main features and amenities offered by your brand? What if your loyalty program commanded the attention of its users and actually deterred them from looking elsewhere? When we talk about gamifying a product, part of what’s implied is personal customization – the ability to modify what each individual receives from loyalty program membership to suit his or her particular needs.

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Starbucks credits loyalty programme for global sales boost

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Starbucks claims that sales on its Starbucks Card programme now accounts for a third of transactions in the US and Canada, while 10 million Starbucks customers actively use the mobile app, double the number a year ago. Adam Brotman, Starbucks’ chief digital officer, speaking on a conference call yesterday evening (24 April) said the rewards programme is helping drive up incremental revenue at its core business through personalised offers and more relevant communications.

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Marketing Section: Making Referrals Work for Airbnb thro’ Nishad

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Referrals are a frequently used growth tool, but at Airbnb our antiquated referrals system was underutilized and underperforming. It was barely findable on the website and didn’t exist on our mobile apps! I’d like to share with you some tips we used to increase the program’s user signups and bookings by over 300% per day.

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Banking Section: Omni-Channel Personalization in the Banking Industry

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The motive for the personalization often dictates the types of data available and the way it is implemented. Marketing-based personalization does not have the luxury of access to deep information about prospects and is typically focused on behaviors such as product views. Support-based personalization typically has a large amount of data about customers, such as products owned, and is able to leverage that data for very fine-tuned communications.

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Trends Section: Sharing rewards brings greater loyalty thro’ Nishad

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Members of loyalty programs are likely to shop more often and spend more if they are able to share the rewards with friends and family, a new report has found.

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Retail Section: Future of Retail in 2014 by Riddhi Kapoor

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Here’s a very interesting presentation on the trends that retail industry will see in 2014.

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CRC Section:Best Buy on Creating the Call Center of the Future

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Call centre will be a nerve center of a brand where every single point of interaction between each individual customer and a brand converge(regardless of whether sales, retention or general commentary via social media to name a few typical verticals).

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