Is Price Still the Main Hook for Grocery Shoppers?

Posted by Aimia on Oct 1, 2018 3:55:26 PM

An Australian Perspective

With Coles retiring its long running “Down Down” advertisement campaign for the new campaign slogan “Good things are happening at Coles” – two years after Woolworths parted with their “Cheap Cheap” tagline – industry speculators are predicting the end of the supermarket price wars. But is it so?

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Topics: Retail, Customer Experience, Customer Engagement, Loyalty Strategy, Loyalty Trends

Retail Trends: Machine Learning and Augmented Reality

Posted by Aimia on Oct 1, 2018 2:17:34 PM

In the future of retail, where technology will be an enabler of convenience and experience, the possibilities are endless for creative marketers to stand above and apart from competing brands. When retailers can enhance and add value to the customer experience, they should be leveraging technology to create a holistic view of their customer and blend the line between virtual and reality to better serve their customers.

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Topics: Retail, Omni-channel | Digital, Customer Experience, Customer Engagement, Loyalty Strategy, Loyalty Trends

Hook Customers On Your Brand

Posted by Aimia on Sep 17, 2018 2:37:55 PM

For top brands that have found their hook as customer habits - think Amazon when you need anything quickly, Nike when you want to improve fitness, Walgreens when you want overall health - becoming a habitual part of a customer's lifestyle means bringing in revenue and building continuous growth.

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Topics: Retail, Personalization, Customer Experience, Customer Engagement, Loyalty Trends, Loyalty Strategy

7 Campaigns You Need  - And the Psychology That Drives Them

Posted by Aimia on Sep 14, 2018 2:43:50 PM

A loyalty program without a set of communications to make it work is like having a beautiful tenor serenade an empty forest. Just as the quality of a tenor’s voice can be incredibly moving, a well-planned communications strategy will fuel your loyalty program.

There are seven Loyalty Campaigns that every loyalty program should include. Each campaign influences a specific type of behavioral response from program members. There is one psychological principle that is of paramount importance to each campaign’s success. Apply these principles and maximize customer lifetime value.

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Topics: Telco, Financial Institutions, CPG, Travel & Hospitality, Retail, Personalization, Customer Experience, Loyalty Strategy, Loyalty Trends, Customer Engagement

How Points Free Loyalty Can Limit Liability

Posted by Aimia on Aug 18, 2018 5:44:50 PM

 

Most businesses seeking a way to acknowledge their customers use "loyalty" programs that are scarcely more than surface-level engagement leveraging heavy discounts. This approach can alienate customers who are unable to differentiate between a slew of identical programs. And since these types of redemption programs use points as a form of currency that may sit on the books for years (depending), they require stakeholder buy-in across the organization - a challenge most marketers wish to avoid. 

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Topics: SmartJourney, Telco, Financial Institutions, CPG, Travel & Hospitality, Retail, Personalization, Customer Experience, Customer Engagement, Loyalty Strategy, Loyalty Trends

Investing in a Customer First Engine Room

Posted by Aimia on May 28, 2018 10:16:37 PM

Since the turn of the century, the age of information has seen masses of data dumped into disconnected silos across many retail organizations. Limited access, capability, focus and free time has meant that until very recently we were only able to skim stones across the surface of this pool of potentially rich insight. However, where once IT systems creaked to breaking point whenever a non-batch data request was made, the digital transformation of customer data management is now enabling the development of inter-connected information ecosystems and finally rich customer insight. With loyalty programs in which customers self-identify, retailers can connect disparate pieces of data across multiple silos and touchpoints to build a complete picture of their customers – what we call the Golden Profile. With this Profile, retailers create relevant messaging to reach their consumers in a meaningful, impactful way.

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Topics: Retail, Customer Engagement, Customer Data & Analytics, Omni-channel | Digital, Segmentation, Personalization

Structuring Your Loyalty Team for Success

Posted by Aimia on May 24, 2018 4:27:26 PM

People think of personalization in many ways. Some, very simplistically: a first name on an email. Others, view it as much more: providing personalized experiences based on a holistic view of the customer. As companies continue to gather more data across more touchpoints, customers’ expectations are rising. They expect relevant, real-time, right-time, individualized communications. In order to deliver on these expectations, companies must begin by thinking strategically about their organizational structure as it relates to loyalty.

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Topics: Retail, Customer Experience, Customer Engagement, Customer Data & Analytics, Loyalty Trends, Loyalty Strategy, Customer View

What Brick & Mortars Can Learn from Airlines

Posted by Aimia on May 24, 2018 4:22:01 PM

When it comes right down to it, a loyalty program is an agreement between a brand and their customer. When a customer signs on for a rewards program, they know they’re giving up something invaluable – their information, habits, and behaviors – in exchange for certain treatment from that brand.

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Topics: Retail, Customer Experience, Customer Engagement, Loyalty Strategy, Customer Data & Analytics

The Ticket to Flight Loyalty: The Golden Profile

Posted by Aimia on May 24, 2018 4:17:07 PM

Airlines have long been leaders and experts at cultivating dynamic, trend-setting loyalty programs. Their treasure trove of information allows marketers to engage with travelers in a meaningful way.

What airlines get right about loyalty is creating an experience for members that’s different from non-members – priority boarding, private lounges and free flights make customers feel valued. However, airlines can learn from other industries that rewarding for interactions beyond miles through social engagement, mobile, and surveys allows brands to gather more data to create truly personalized offers and communications.

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Topics: Travel & Hospitality, Personalization, Segmentation, Customer Experience, Customer Engagement, Loyalty Strategy, Customer Data & Analytics

Thoughtful Segmentation Leads to Growth

Posted by Aimia on May 22, 2018 6:31:25 PM

With the customer truly driving brand interactions, we as marketers need to talk to our customers individually and personably. Bringing this 1:1 communication to scale is the challenge, but it’s one in which we’re narrowing the gap each day. The following are ways in which advanced segmentation is bringing us closer to this goal.

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Topics: Segmentation, Customer Experience, Customer View, Customer Engagement, Loyalty Strategy, Retail, SmartJourney