Tag Archives: loyalty

Customer engagement requires knowing your crowd

How well do you know your customers? While most brands would say they know their ideal shopper, how many can break down their customer engagement into finely tuned segments based on analytics? Some can, but too many are still behind the curve when it comes to having the loyalty platform to gather data, visualize and discover patterns of people […]

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3 reasons loyalty programs aren’t an option

If you happened to be at TUCON 2013, TIBCO’s user conference, you heard about Turning Customers into Fans from Head of Client Technical Services Wen Miao. In Miao’s words, “It is no longer acceptable to have only a transactional relationship with customers.” He’s absolutely correct. We are in an age where we can use our loyalty platform as the […]

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Loyalty marketing and picking pumpkins for Halloween

Would you associate loyalty marketing with Halloween? You will when you finish reading this. When we were kids we headed each October to the local farms to find the perfect pumpkin for Halloween. The biggest constraint was the size of the pumpkin…it was a rule that we had to be able to carry our choice […]

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Customer loyalty is a bird in the hand

We’ve heard the phrase, “A bird in the hand is worth two in the bush,” since childhood. We were being told by wiser adults to value what we have over the things we don’t. Customer engagement has the same lesson at its heart: We can more easily achieve our goals by creating better, more loyal […]

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It’s no longer acceptable to have only a transactional relationship with customers

TIBCO Head of Client Technical Services Wen Miao took the stage this week at TUCON 2013 to talk about TIBCO’s focus on Turning Customer Into Fans. Wen started with the following: “Every company has customers. However, in the 21st Century, it is no longer acceptable to have only a transactional relationship with customers. TIBCO wants […]

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Do your customers seek you out?

How much does customer loyalty bring your business to your stores, site or app versus how often you seek out the customer? If you’re achieving meaningful customer engagement and your loyalty programsare working, the balance will be in your favor. Being Sought We’ve worked hard to help people accidentally find us. Search engine optimization (SEO) is as old […]

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Why Customer Experience Management and Why Right Now?

You run a successful business, your customers are primarily repeat offenders, and your marketing department is giving you everything you ask for. Why would you care about doing more around customer engagement and, more importantly, why would you do it right now? These are great questions that customer loyalty marketers should be asking themselves. After all, who […]

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4 Secrets of Killer Loyalty Programs

Few things hold more promise right now than Big Data, mobility, social platforms, and cloud computing. Their impact on brand loyalty and customer engagement management is enormous. The reasons aren’t that hard to figure out and look like this: Big Data brings a rich tapestry of information together at the perfect moments for customer engagement. […]

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Surprise: iOS 7 and the iPhone 5S are a Killer Customer Engagement Platform

Apple gave customer engagement management a tremendous boost with its release of the iPhone 5S and iOS 7, and most people don’t even realize it. While much of the world is talking about the smartphone’s fingerprint sensor and other obvious features, Apple quietly (very quietly, in fact) introduced much faster, separate processors that make their […]

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Isn’t Big Data really about All Data?

Customer engagement involves having access to the information that allows right-time marketing to happen, based on interaction channel, context, and customer’s preferences. For some, this is the definition of Big Data’s role in creating brand loyalty, but what if the Big Data conversation wasn’t enough? Going Beyond the Data Set In a recent Venture Beat […]

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Customer engagement surfing big data insights

Beaches, believe it or not, are a fantastic way to analogize customer engagement, Big Data and right-time marketing. Everyone loves the beach and its complex interaction of soil, wind, sea, geography, and physics. It has a course-grained scale like wave breaks and dunes, and is also very discreet at the level of drops of water and […]

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The intersection of Big Data and loyalty

It would be hard to overstate the level of attention being given to Big Data over the last several years. Is it really what The Economist calls a “data deluge,” and is Popular Science accurate when they say, “Data is Power”? It would be completely understandable to be cynical of the hype driven by analysts, journalists, and a myriad […]

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A brand says to its customer: what have you done for me lately?

Today, I found out that a major electronics retailer no longer considers me a high-value customer. As I left the register, they reminded me that I had 15 days to return my items, a significantly shorter period than the last time I shopped. Surprised, I asked what had changed, and the clerk said, “Let me […]

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Misadventures in customer loyalty management

Recently, I had a great bad experience in brand social media use. It was great as a timely reminder of the danger of impersonal customer engagement, especially for someone who works in customer loyalty. It was bad because that lesson came at the expense of hours wasted at the airport. The Story My husband and I flew […]

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Follow the roadmap to intelligent loyalty programs

Forrester’s Emily Collins recently published Build a Road Map to Intelligent Loyalty – a report that spotlights three maturity stages which clearly define the challenges of today’s customer loyalty programs. For those in the right-time marketing business, intelligent loyalty is the secret to significantly better customer engagement. Foundational Planning – Setting in place the building blocks of loyalty that involve identifying […]

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Relevancy, consistency and control add up to loyalty

Anyone paying attention realizes we’ve “discovered” loyalty programs all over again over the past several years. Once the stuff of hotels, airlines, and some retailers, loyalty seems to have no boundaries today as everyone gets into the game.  But like many things that become ubiquitous, the original meaning and value gets lost in the rush to look […]

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