Archive for 'Loyalty'

User Generated Content – Media Power Comes to the People

Posted on 30. May, 2012 by .

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No matter which side of the Facebook/General Motors controversy you stand on, we all recognize that with access to social media consumers are taking a larger part in establishing the image of most brands.  While what consumers say or write to one another has always been important, typically it could be ‘drowned out’ by the [...]

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Bloomingdale’s Discovers Loyalty?

Posted on 07. May, 2012 by .

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Even after your corner pretzel vendor discovered the value of nurturing loyalty, venerable, blue chip retailer, Bloomingdale’s only recently announced a loyalty program: the Bloomingdale’s Loyallist!  The Program in Brief Let’s quickly review the “program”….  For every dollar a Loyallist spends (in-store, online or at an outlet) he or she receives one point.  But if [...]

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Why Loyalty Programs Fail – Pt. 3

Posted on 04. Nov, 2011 by .

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Customer loyalty and programs to nurture it are no longer ‘tough sells’ to corporate executives.  In fact, the availability of “out of the box” applications may have made them almost too easy a sale.  These “one size fits all” solutions lack the necessary insight into an organization’s actual customers’ needs and interests; consequently they’re prone [...]

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Why So Many Loyalty Programs Fail – Part 2

Posted on 06. Oct, 2011 by .

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Businesses have learned their lesson; keeping customers (specifically profitable ones) is the ticket to survival.  Consequently “loyalty” has become a point of focus among most of today’s CEOs.  And yet we all see loyalty initiatives and programs launched and relaunched, often in a period as short as one or two years!  While all businesses desire [...]

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Why So Many Loyalty Programs Fail – Pt. 1

Posted on 27. Aug, 2011 by .

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The customer loyalty movement in 2010 has come a long way from its beginnings in the 1990’s.  No longer is it necessary to convince companies that they should have a customer loyalty strategy.  Today, most companies actually have one; a scant minority talk avidly about creating one.  And yet a challenge still remains.  The fact [...]

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Audi is Driving Me Away!

Posted on 16. May, 2011 by .

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I’ve driven Audi automobiles for almost as long as I’ve been writing about customer relationships.  But this parallel is, at best, troubling.  You see Audi isn’t a very good practitioner of CRM and I’m passionate about CRM.  I know I should “vote with my dollars” and abandon the marque, but I do like the engineering [...]

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Your Online Customer Community Could be Damaging Customer Loyalty!

Posted on 22. Apr, 2011 by .

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What an absurd thought you might be thinking.  Any online community is better than none! Over the past few years, the enormously popular social media have caught the attention of marketers – offering a new medium with which to listen to and interact with their customers.  With this ready access to customer feedback, companies appear [...]

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