Recent Loyalty and Customer Experience News from Around the Web

August 30, 2012 in Customer Experience & Engagement by Jenn Lingerfelt 0

Mobile can make the difference for loyalty programs
Mobile devices can overcome many of the limitations of traditional loyalty programs and produce better results for retailers. The keys are better functionality, with greater timeliness and the ability to track the effectiveness of particular offers as well as the option of creating a more personal connection with repeat customers, writes Alan Chung.

Reaching more customers through digital technology
While Millennials are leading the digital charge, restaurant customers of all ages are embracing new technology to stay connected to their favorite brands. As both digital technology and the end user continue to evolve, restaurant operators must grow and change with them.

Time for QSRs to adopt an omnichannel customer engagement strategy
Today’s selling environment, whether it’s in a big box retailer or a quick-service restaurant chain, increasingly calls for a consistent, omnichannel strategy that cuts across digital signage to mobile to online media and is consistent with the in-store experience, to engage with consumers.

India: Jet Airways and ICICI bank launch co-branded credit cards
Jet Airways, India’s premier international airline and ICICI Bank Ltd., India’s largest private sector bank, have announced the launch of the “Jet Airways ICICI Bank Credit Cards”, a suite of co-branded cards offering exceptional value to JetPrivilege members and the country’s growing community of frequent flyers. In keeping with the lifestyle of the evolved traveller, the card privileges extend beyond exclusive travel benefits to offer premium lifestyle benefits as well

Nationwide starts rewards scheme
UK building society Nationwide has started a reward scheme giving its customers special offers on mortgages.

Groupon’s executive exodus points to problems with daily deals industry
The difficulty Groupon is encountering may be indicative of the daily deals industry more broadly, as the market has gotten saturated for consumers and some merchants have shied away from the level of revenue splits being asked of them

Verizon retail store partners with restaurant to enhance customer experience
Verizon recently opened a new store concept in an adjacent 3,600-square-foot space accessible from inside Kitchen 67. A digital queue in the restaurant gives visitors waiting for service at Verizon the flexibility to grab food while keeping their place in line; they’re notified via digital screen in the restaurant when it is their turn.

Denny’s rewards loyal fans with free Grand Slams for life, other tasty prizes
Customers who check into a Denny’s restaurant in all 50 states win a savory prize: free Grand Slam breakfasts for life.

Get buzzed faster: Dunkin’ Donuts launches mobile payment and gift app
Dunkin’ Donuts has marked its first foray into mobile payments with a custom, branded app built around not only making purchases at the register, but providing a convenient conduit for customers to deliver gift cards to others.

Google Gift Cards For Holiday Retail
Google will start selling gift cards consumers can use to purchase apps, movies, music and other media from Google Play. The cards will become available in denominations of $10, $25 and $50 from stores like RadioShack, Target and GameStop in the United States. Michele Lee says the cards will work similar to Apple’s iTunes gift cards. Consumers won’t have an option to purchase hardware, such as Nexus 7, with the cards, only online media.

Hilton Launches New Shop-to-Earn Mall
This week, Hilton rolled out its new Shop-to-Earn Mall, a network of more than 1,500 online retailers that award HHonors points for purchases.

Big Data Has Arrived, but Executives See a Monetization Lag
Marketers are already awash in information—the challenge now lies in filtering and interpreting all of that raw data to improve campaigns and drive revenue. But research shows that a majority of C-suite executives are not confident in their organization’s ability to put all of that data to its best use.

Lessons from Southwest Airline’s Stellar Customer Service
It isn’t often that the words ‘exceptional customer service’ and ‘airline’ are in the same sentence. Tricky rules regarding flight-schedule changes, high fees and sometimes-rude employees have given the airline industry a bad rap. It is this reputation that Herb Kelleher went up against when he founded Southwest Airlines in 1971.

Author: Jenn Lingerfelt

Jennifer is a professional Marketing Manager with 10+ years' experience in: product development, research analysis, advertising, promotions, social networking strategy, competitive positioning, trend analysis, B2B marketing, and consumer targeting. She is known for achieving double-digit profit gains representing over $15M in total revenue, winning multiple awards through: marketing campaigns, advertising sales, new product launches, new client acquisition, and implementation of new business models.

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