5 Ways to Motivate Members with Real-Time Loyalty Statements

Posted by Reid Sorenson on Nov 14, 2018 1:41:45 PM

 

The loyalty statement has long been a staple for programs. However, the monthly direct mail statements of old are being replaced by real-time trackers and email statements that use the principles of human motivation to influence customer behavior.

Most people don’t know how many points they have with their favorite brand, therefore they’re not aware of how close they are to that next tier, next reward, next status.

Incorporating the right elements into your loyalty statement plays upon the motivational cues that drives member behavior and keeps them engaged with the brand, while continuing to build that one to one relationship with the customer through recognition. Every brand has its own design for statements, but the most effective statements leverage the psychological motivators behind goal setting to keep members hooked and driven toward moving to that next milestone.

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

3 Steps to Limiting Loyalty Fraud

Posted by Aimia on Oct 22, 2018 12:48:47 PM

Loyalty programs provide opportunities for people to get free stuff. As part of the loyalty game, engaged loyalty members look for ways to earn more points faster, which brands may provide through accelerated earn opportunities like double- or triple-points days, or buy 3 get 1 free offers, etc. However, as loyalty grows more complex, these earn opportunities may inadvertently create unplanned loopholes, which savvy members will certainly find. Remember when airlines had hidden cities? We’d book our flights through those cities to save money and/or earn extra miles. Unfortunately, unintended loopholes such as these can create an opportunity for loyalty program fraud. When looking to limit loyalty fraud, we recommend a three-pronged approach: Prevent-Detect-Monitor.

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

Whitepaper: Building a Customer-First Retail Future

Posted by Aimia on Oct 1, 2018 7:37:00 PM

There's no doubt that unique customer experiences are the future of retail. More and more, marketers are cultivating their strategies to deliver personalization . The age of individualized communications is at hand - and with the continuing evolution of technology and data insights, retail marketers have endless opportunities to cultivate their highest value customers for growth. This whitepaper explores the tactics and strategies marketers can use to not simply keep their brands alive - but to lead the marketplace with innovation, distinction and opportune interactions to better serve their customers.

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Topics: SmartJourney, Retail, Customer Experience, Customer Data & Analytics, Loyalty Trends, 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

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

4 Ways to Adapt to the Retailution

Posted by Aimia on Jul 3, 2018 8:00:00 AM

Retail is one of the industries most affected by the influx of technology, changing consumer behaviors, and enhanced customer expectations. Looking toward retail’s future, we compiled some key steps to staying on top of changing trends in the industry.

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Topics: Retail, Customer Experience, Loyalty Trends, Customer Data & Analytics

Data-Driven Onboarding Generates Loyal & Engaged Members

Posted by James Riley, on Jun 18, 2018 10:50:11 AM

Acquiring a new member to your loyalty program is a great sign of growth; it’s a sign your member base is getting larger and therefore your revenue and margins are growing. That’s the usual perception and the reason why many marketers spend a disproportionate amount of their budgets on various forms of Above the Line (ATL) communication to attract new members. In reality and in most cases, this is the wrong approach. Yes, creating awareness of your brand and loyalty program is absolutely necessary and this is clearly required to attract new members. However, don’t think that your job is done once the new member picks up their loyalty card and walks through your door for the first time.

 

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Topics: SmartJourney, Personalization, Customer Data & Analytics, Retail

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

Should You Build or Buy Your Loyalty Platform?

Posted by Aimia on May 28, 2018 6:47:56 PM

When a business realizes the extent to which they can engage and grow their customers through a strong loyalty initiative, it’s tempting for them to consider building the program in-house. Often, it’s the desire to completely customize their program and have total control over this martech that leads them to believe it will be better to build their own platform. However, these companies may not know the extent of ongoing costs to running their own technology, not to mention the opportunity costs of time, talent, and the expertise they would have access to with a global provider, to continually evolve their program to reflect their growing customer needs.

 

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Topics: Customer Data & Analytics, Loyalty Trends

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