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.
January 27, 2015
January 18, 2015
JetBlue recently announced a series of in-craft “jetiquette” videos for its flyers. The hope and expectation, of course, is that these visual “nudges” will preemptively smooth the air travel’s rougher edges. “We wanted to say, ‘We’ve all been there. We get it, and let’s talk about it,’” declared one JetBlue executive about #FlightEtiquette. “It’s a universal truth of flying.”
January 12, 2015
The coffee giant has announced that one out of every seven Americans received one of its gift cards this holiday season. That’s up from one in eight Americans in 2013. Doing a little math (based on the U.S. Census Bureau’s population clock of about 320 million Americans), that implies that nearly 46 million received Starbucks gift cards in 2014 versus about 40 million in the year-earlier period.
October 5, 2014
The Bond Loyalty Report – US Edition 2014 helps marketers understand consumer preferences, behaviors and attitudes toward brands and the loyalty initiatives in which consumers participate. The study is based on a comprehensive survey of nearly 6,000 consumers and identifies key themes pertinent to loyalty marketers today. The study captures ‘program’-level ratings for over 160 programs and reveals the drivers of brand loyalty across six key industry sectors: retail, CPG, payments, travel, hospitality, and entertainment.
September 14, 2014
Enrollment in customer loyalty programs is growing at a feverish pace. But most businesses struggle to get the most value out of these programs. Our research shows that companies with the strongest loyalty programs rely on customer analytics to drive their strategies and create measurable business impact.
September 7, 2014
Too often, people are motivated by an immediate discount or by fear of missing out on future rewards. But over the long term, many fail to redeem what they’ve earned because they forget or it’s too confusing. Worse yet, they feel no sense of achievement for their loyalty; sometimes the only thing people feel is customer resentment because all the rewards–their personal information and money–really go to the brand.
August 3, 2014
Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But as executives leading businesses, the value of delivering such an experience is often a lot less clear, because it can be hard to quantify. Rationales for focusing on customer experience tend to be driven by a gut belief that it’s just “the right thing to do.” The problem with this is that often, whether experience is a priority or not simply becomes a battle of opinions.