By the Book: Understand and Manage Your Loyalty Points Liability

Posted by Aimia on Oct 8, 2018 11:35:53 AM

 

Loyalty continues to be the number one strategy used by brands for retaining customers and lifting behavior. Aimia’s own clients see on average a 7x+ ROI and increased engagement among members, making their investment in loyalty worth it. When considering starting or revamping your loyalty, however, you need to determine if your program will be currency based (think points or miles) or not. If you decide a currency is imperative to your strategy, be prepared to partner with your C-suite, financial and legal teams on an ongoing basis. Today, regulation around points liability is becoming stricter, as governments want to protect the financial interests of consumers.

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

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

Does Loyalty Still Work?

Posted by Aimia on Aug 18, 2018 4:24:54 PM

As brands struggle to differentiate their programs from others, "loyalty" as a retention strategy quickly becomes a glorified engagement and discounting program. This obviously cuts into margins and chips away at the consumers' trust of the brand.

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Topics: Telco, SmartJourney, Financial Institutions, CPG, Travel & Hospitality, Retail, Loyalty Strategy

Which Loyalty is Right for You: Proprietary or Coalition?

Posted by Aimia on Aug 18, 2018 3:31:24 PM

 

There are arguments on both sides of choosing between coalition and proprietary loyalty programs. Ultimately, the type of program you choose for your brand is a business decision that needs to meet your goals and align with brand values. Here is a quick list to help you weigh the options. 

 

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Topics: Telco, Financial Institutions, CPG, Travel & Hospitality, Retail, Personalization, Loyalty Strategy

Aimia Wins Loyalty Programme of the Year

Posted by Aimia on Jul 23, 2018 9:39:42 AM

Data-driven marketing and loyalty analytics company Aimia Inc. (TSX: AIM) today announced that it has been named Loyalty Programme of the Year at the sixth edition of The Loyalty & Engagement Awards 2018, held in Singapore last Friday.

The Loyalty & Engagement Awards, organised by Marketing in 2013, honours the best loyalty marketing and engagement strategies in Asia Pacific. The show is the first of its kind to recognise marketing works in three key areas – loyalty, engagement and relationship marketing, focusing solely on the art of cultivating customer loyalty and engagement.

Following the success of their 2017 Bronze award for ‘Best Loyalty Program – Retailer’ category, Aimia has achieved even greater heights by clinching Loyalty Programme of the Year for PT Mitra Adiperkasa (MAP Group). This award was the top prize of the night and recognizes the loyalty programme that most successfully added value to its members, customers and partners which encouraged and achieved loyal behavior.

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Topics: Retail, Personalization, Customer View, Loyalty Strategy, Loyalty Trends

Your Full Guide to the New Retailtainment

Posted by Aimia on Jul 5, 2018 10:46:00 AM

It’s strange how the world is abuzz with ecommerce, yet it only represented 13% of retail sales in 2017 in the United States (Internet Retailer). This shows there is still demand for physical presence in the retail space – shown clearly by brands such as Warby Parker and Rent the Runway, both having debuted as online-only brands only to add physical stores to their business plans later. With all the convenience that ecommerce brings to the consumer, physical retail still holds the ultimate opportunity for immediate gratification and that touch-and-feel opportunity. It can be argued that the brands surviving the “Retail Armageddon” are integrating their physical presence with digital. And those brands doing it best are finding their niche of the expansive customer experience, a draw known as retailtainment.

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Topics: Retail, Customer Experience, Customer Data & Analytics