Browsing Category
Loyalty
170 posts
Passikoff: The Little Black Dress of Loyalty
In life and loyalty, feelings are tough. I was doing some post-holiday shopping and saw this t-shirt online.…
CX Personalization: How to Unlock Brand Loyalty in 2023:
In their efforts to support rising consumer demands for flexibility, simplicity, personalization, and many other “age of Amazon”…
Passikoff: Winning at REAL Loyalty
Next week we’re releasing our 26th annual Customer Loyalty Engagement Index. How brands in different categories rank when it comes to…
Retail predictions 2022 – Who got it right.
To paraphrase Dickens: ‘It was the best of times, it was the worst of times, it was the age…
How to Build Trust and Loyalty through Purpose-Driven Marketing
Your entire marketing campaign – and indeed, brand – hinges on trust. With pandemic pressures – and economic conditions in…
The ROI of Customer Experience
Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience.…
Beyond the Transaction: the Importance of Creating a Connected Loyalty Experience
For travel loyalty programs, the importance of creating a branded end-to-end experience for members cannot be overstated. Combine…
7 Rules of Etiquette All Loyalty Programs Should Practice
Good etiquette helps us manage complex situations through thoughtful consideration, and there’s no reason to think it wouldn’t do the same for a rewards program.
How to Calculate and Reduce Churn Rate
The idea that retention is important may seem like a basic concept, but focusing on churn reduction is the best way to utilize resources for many companies.
Passikoff: Brand Lessons from a Few Good Men
From a brand perspective, four taglines isn’t a bad record for a 247 year old brand. Particularly when…
Latent Loyalty: How Restaurants can Improve Customer Retention and Profits through a Digital-First Loyalty Program
Today’s customers are strongly influenced in their shopping decisions by loyalty programs, incentives, and personalized promotions, yet many…
B2B Marketers Go for a Win with Customer Retention
The biggest opportunity in an uncertain market is to focus on convincing customers to stay and customer expansion opportunities.
Is Value Realization the Secret to Customer Lifetime Loyalty?
What is value realization, and how can it help you create more loyal customers?
6 Ways to Give Your Rewards Program Influencer Status
Perhaps the most important practice of successful influencers is they keep it fresh, which is essential to remaining relevant. Reward operators could assess what the other influential programs are doing and find a practical way to stand apart.
Passikoff: Linking Loyalty and “Dollars”
Focusing on understanding and building loyalty, it turns out, is always the right thing.
Building Loyalty from the Ground Up: Jenn McMillen and TheCustomer
Jenn McMillen provides prescient guidance for marketers who are tasked with building loyalty programs in today's changing and complex marketplace.
The 2022 Loyalty Leaders with Robert Passikoff
This isn't the popularity contest. It's a measure of how well these brands are meeting expectations within a category.
How Customer Support Increases Customer Loyalty in Times of Crisis
When new business becomes difficult in such times, good customer service can not only ensure stable and good customer relationships, but also offer additional cross-selling and up-selling business.
Passikoff: Magic (Brand) Numbers
Consumers in the post-pandemic marketplace are doing some significant sorting-out of brands when it comes to their loyalties.
The Benefits Of A SaaS Loyalty Points Bank
The points bank, combined with the loyalty rules module, form what many people refer to as the ‘loyalty engine’ which enables any form of customer incentive to drive desired behavior.
Passikoff: On Cheesy Customer Expectations
To create engagement, to build loyalty, to not go bankrupt, you absolutely need to understand what consumers really expect.
How the Right Dimensions Can Make your Loyalty Programme a Masterpiece
With consumer behaviours dynamically evolving, brands need to enhance their loyalty offerings to provide customers more personalised, engaging experiences.
More ‘Trust’ in Shampoo Brands than in Media Finds Brand Keys Brand Trust Survey
For the past five years the survey has identified the contribution that the single value – “trust” – makes to program engagement and positive viewership behavior toward TV news brands.
New Study Measures Effects of “Recession” On Brand Loyalty
While a recession may force consumers to adjust their spending or even buy a substitute brand, it doesn’t affect their loyalty to a brand.
7 Rules of Etiquette All Loyalty Programs Should Practice
Good etiquette helps us manage complex situations through thoughtful consideration, and there’s no reason to think it wouldn’t do the same for a rewards program.
How Brands can Grow Omnichannel Loyalty in a Sophisticated Online Marketplace
The customer loyalty and engagement industry has seen significant evolutions in recent years.
Customer Attrition: Why are you Losing Customers?
What happens to these lost customers? Where did they go? Why did they leave?
Passikoff: Maybe Your USP Could Use Some Caffeine
If you can engage consumers in a meaningful way, it’ll jolt something in them and have them behaving more positively toward your brand.
Passikoff: The Cocktail Culture Driving Changes in Alcohol Brands
Loyalty – for virtually every alcoholic beverage category – is driven primarily by things like appearance of versatility (the critical word being “appearance”).
6 Ways Loyalty Rewards Can Rise to the Occasion of Inflation
Thanks to rising prices on everything from ground beef to rideshares, consumers are putting a higher price on inflation-accommodating rewards from their loyalty programs. From faster delivery to “right-sizing” targeted offers, here are six of what we predict will be the most in-demands rewards in 2022.
6 Ways Loyalty Rewards Can Rise to the Occasion of Inflation
Thanks to rising prices on everything from ground beef to rideshares, consumers are putting a higher price on inflation-accommodating rewards from their loyalty programs. From faster delivery to “right-sizing” targeted offers, here are six of what we predict will be the most in-demands rewards in 2022.
Passikoff: Finding JC Penney’s Retail Raison d’Etre
Selling to existing customers is not a new idea. It’s called “customer loyalty,” and it’s kind of a brand prime-directive.
What’s on Retailers Minds: Q&A with Dan Surtees of XCcommerce
Every retailer wants to know how to execute targeted promotions better.
5 Loyalty Strategies to Keep New Customers Coming Back
Many brands take advantage of regular sales to cultivate loyalty but a truly omnichannel approach has to last the entire year.
Testing Loyalty: A Crucial Component in Payments
Remove obstacles and create simple ways for customers to gain the most value from your loyalty programs.
Consumers Believe Brand Loyalty is NOT About Discounts and Perks
Beloved Brands Bring Personalization, Transparency and Consistent, Quality Goods and Services to All Aspects of the Customer Experience…
Consumers Believe Brand Loyalty is NOT About Discounts and Perks
Beloved Brands Bring Personalization, Transparency and Consistent, Quality Goods and Services to All Aspects of the Customer Experience…
6 Signs that Reveal Your ‘Soulmate’ Customer
How does a loyalty program spot its true member soulmates? Here are six “keeper” qualities.
Passikoff: Chasing Customer Expectations
Real customer expectations – the ones brands want to exceed – move at the speed of the consumer, faster than brands can keep up, no matter how many times brands tell you they want to exceed your expectations.
Key Learnings from 25 Years of Tracking Brand Loyalty
Editor’s Note: Robert Passikoff is a frequent contributor to TheCustomer so we’re more than a little familiar with…
The Promise of NFT Rewards and 4 Guidelines for Loyalty
Non-fungible tokens might be the next “Big Thing” in loyalty program rewards – if organizations follow some timely guidelines.
Passikoff: Identifying Consumer Trends Before They’re Trends
Brands that want to dominate and “own” categories and consumers will have to also own an emotional value.
The 2022 Guide to Email Marketing Effectiveness
Hansa has been working on email marketing for decades. The most important thing we’ve learned is, it’s not the email, it’s the customer.
Passikoff: Anniversaries, Trends, and Brand Loyalty
While we can’t offer you a drink, we can offer you access to the largest, most accurate, correlated-to-consumer behavior, continuous brand loyalty database ever created.
A Longitudinal View of Brand Loyalty Across 25 Years of Data
Robert Passikoff recently announced that he is going to commemorate the 25th anniversary of the "Customer Loyalty and Engagement Index" by opening up his database & methodology to the world.
3 Loyalty Investments All Marketers Should Be Making
For many companies, rewards programs have become an obligatory investment that millions of their customers never use.
8 Tiered Loyalty Program Examples To Attract More Customers & Retain Them For Life
Consumers are becoming more aware of the importance of being rewarded for their business and they want a reason to continue doing business with you. The question becomes: how do you set up a loyalty system to help strengthen customer retention?
7 Ways Companies are Reforming Customer Loyalty and Service
Companies providing customer loyalty and service platforms help them remain competitive, which is critical in coming out of a pandemic that left customers increasingly demanding.
Does Your Rewards Program Really Need Social Media?
Marketers should rethink the entire Facebook relationship, starting with this question: If we boycott, what are the repercussions of going dark on this platform?
Passikoff: Peloton Isn’t Pedaling Fast Enough
The perfect storm blew the Peloton brand out of the luxury category into a sector some consumers thought of as a “necessity,” and that was good.