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Author Archive: Jillian Setzer
Jillian is passionate about loyalty marketing, strategy, and working with clients to develop programs that help deliver a true experience to their customers. As Business Development Manager, she is responsible for creating strategic proposals and program designs to meet client needs. In addition, she manages all business development activities including Kobie’s client pipeline, lead generation, client acquisition, all sales activities, RFP responses, opportunities and target market assessments, research and intelligence gathering on customers and competitors, program and business model design, and so on.
Facebook Fans: Do They Like You and Leave You?
January 10, 2013 in Customer Experience & Engagement by Jillian Setzer
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Facebook is undeniably one of the leading channels for consumer engagement. Your favorite brands have anywhere from 100’s of thousands of Facebook fan “likes” to staggering numbers in the millions. Still, as marketers, what kind of insight does this really reveal from an engagement standpoint? Do your fans like you? Or do they love you? [...]
Macy’s: Getting into the Omnichannel Loyalty Spirit
December 20, 2012 in Customer Experience & Engagement by Jillian Setzer
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Loyalty marketers are making a list of their top tier customers…and they’re checking it twice. Who is naughty and who is loyal…or nice? Omnichannel loyalty is an enterprise level initiative to drive, track, measure and reward incremental behavior through the integration of marketing, technology and customer experience. This holiday season, retailers are decking the halls and their channels [...]
Ask and You Shall Receive: The Power of Customer Feedback
August 20, 2012 in Customer Experience & Engagement by Jillian Setzer
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If you’re running a loyalty program and you aren’t soliciting customer feedback, you’re missing out on valuable intel that not only can help you improve the program, but can actually build brand loyalty. Customers who feel that their opinions are valued and, possibly, used to enhance the program, are more likely to continue to purchase [...]
Get In The Game: The Ultimate Sports Experience
August 17, 2012 in Customer Experience & Engagement by Jillian Setzer
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Where do sports fan’s loyalties lie when it comes down to true customer loyalty and how can sports leagues leverage loyalty for ROI and engagement? One of the most common programs offered to fans are sports affinity credit cards. Fans are able to earn points by using their sports team branded credit card and redeeming for experiential [...]
PetSmart PetPerks: You Can Teach an Old Dog New Tricks
May 30, 2012 in Customer Experience & Engagement by Jillian Setzer
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Growing up, we always had cats as pets, so when my husband suggested that we bring a puppy into our lives, I wasn’t sure what to expect—it seemed easy enough from what I’d seen on TV. As we began our search, we set the criteria for the perfect addition to our little family. We definitely [...]
Authenticity as Loyalty
May 8, 2012 in B2B by Jillian Setzer
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A few weeks ago we referenced Toms Shoes as one of a handful of companies who are proving the value of giving back (we’ll call it “one4one”) as a core business strategy. The one4one concept made popular by TOMS has popped up in a few good places. When BOBS ripped off the concept by producing [...]
Will Tweet for Food (or shoes)
April 23, 2012 in Lifestyle by Jillian Setzer
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When TOMS Shoes emerged into the marketplace a few years ago, people could not buy their shoes fast enough. The concept came from an authentic place; when founder Blake Mycoskie visited Argentina, he was moved by the many barefoot children he saw living in poverty. He came home and decided to do a little good [...]
Defensive Showrooming: a strategy for engagement
April 16, 2012 in Customer Experience & Engagement by Jillian Setzer
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Although I embrace the many technologies and apps that enhance and direct consumer loyalty, I am still very old school at my core: If you build a better product, they will come. And, more recently: If you keep building a better product, they will stay. Traditionally, the problem has been getting customers to your product. [...]
When Social Media Becomes Antisocial
February 2, 2012 in Customer Experience & Engagement by Jillian Setzer
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Social Media exploded into Loyalty Marketing with an unparalleled force, equipping companies with the tools and knowledge needed to build deeper relationships with their customers. Still, even with an arsenal of hundreds of thousands of “Likes,” “Followers,” and tweets, companies must remain cognizant of the fact that social media does not replace the traditional ways [...]
WIFM – Finding the Loyalty Program for you
December 15, 2011 in Loyalty Marketing by Jillian Setzer
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Lately it seems no matter where I go I’m offered an opportunity to participate in a loyalty program in some form or another. Recently, due to the overabundance of rewards cards in my wallet and a plethora of emails in my inbox, I have become more selective of the programs I choose to enroll. From [...]
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