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

What is The Amazon Prime for Your Company?

Posted by Aimia on Sep 15, 2018 7:58:02 PM

How a Paid Tier or Program Can Add Recurring Revenue for Your Brand

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Topics: Travel & Hospitality, Customer Experience, Loyalty Strategy, Loyalty Trends, Customer Data & Analytics

Personalisation - The Path to Better Cx

Posted by Aimia on Sep 14, 2018 4:09:08 PM

 

What happens when a "trend" becomes a "must-have"? Personalisation has been a buzzword in the loyalty marketing realm for the past couple of years, yet it's no longer something that is a nice to have; in the age of the empowered customer, brands need to better serve customers an individualised experience. 

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Topics: SmartJourney, Travel & Hospitality, Personalization, Customer Experience, Customer View, 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

Consumer Loyalty Requires You to Listen

Posted by Aimia on May 24, 2018 4:37:16 PM

Take a moment to think about your most fulfilling relationship. Now, think about the qualities that make that relationship successful. I’m willing to bet that one of the qualities that makes that relationship so successful is each person’s willingness to listen. In this relationship-era where brands are looking to build authentic and long-lasting connections with consumers, it is imperative that they first… listen. 

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Topics: Telco, Financial Institutions, CPG, Travel & Hospitality, Retail, Personalization, Omni-channel | Digital, Customer View, Customer Data & Analytics, Loyalty Strategy

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

Aimia Featured on Worldwide Business With kathy ireland

Posted by Aimia on May 22, 2018 4:02:02 PM

Worldwide Business with kathy ireland®  recently invited Aimia's proprietary loyalty team to  discuss how brands can adapt to the changing landscape of business by taking a customer-first approach. 

This segment covers

  • Removing data silos and using analytics to develop a holistic view of the customer
  • How brands can evolve by focusing on the customer
  • The 5 milestones to ideal in growing your highest value customers
  • Identifying behavioral segments and evaluating customer value at each step of the customer journey
  • Influencing consumer behavior through meaningful communication
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Topics: SmartJourney, Telco, Financial Institutions, CPG, Travel & Hospitality, Retail, Personalization, Omni-channel | Digital, Segmentation, Customer Experience, Customer Engagement, Customer View, Loyalty Strategy, Loyalty Trends, Customer Data & Analytics