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

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

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

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