DM Wrap-up: week of March 30

Customer, Serve Thy Self: New Study Reveals Millennials’ Desire for Self Service, Digital Interaction to Change Customer Service Forever Fifty-five percent of Millennials say that their customer service expectations have increased over the last three years, more than half have stopped doing business with at least one company because of …

READ MORE →

Forging brand loyalty through social media

Loyalty marketing has radically altered in light of today’s digitally unfettered and empowered customers yet it remains a critical element in engaging individuals with a brand.   According to Colloquy’s 2015 research on loyalty, Canadian loyalty program memberships grew a healthy 8 percent from 120 million in 2012 to 130 million …

READ MORE →

DM Wrap-up: news from the week of March 16

Air Canada Named Top Airline in Customer Loyalty Toronto, ON —  Air Canada has been named the leading airline in customer loyalty, according to Brand Keys 2015 Customer Loyalty Engagement Index® (CLEI). The 19th annual survey, conducted by independent marketing research firm, Brand Keys, measures a brand’s ability to meet …

READ MORE →

DM Wrap-up: News from the week of February 2

Majority of Marketers Believe Marketing Needs to Undergo Dramatic Change Marketo and The Economist Intelligence Unit release report highlighting the impact of technology, the importance of managing customer engagement and the role marketers play in setting company strategy. A study of 478 senior marketers and CMOs from around the world …

READ MORE →

Choosing the right data to get the best customer insights

The challenge facing CMOs since the dawn of marketing has been the need to understand their customers (both current and potential) and to set the direction of their business to respond to, engage with, and ultimately serve the requirements of their customers. Early CMOs spent their time speaking with and …

READ MORE →

Loyalty to go

ENGAGEMENT & ANALYTICS | Loyalty to go Image: headshot Why mobile is the next frontier for loyalty programs By Mohammed Ghalayini, CEO Ovahi Inc. Customer behaviours have evolved at a pace that matches the speed and frequency of smartphone model releases.  The majority of Canadians own smartphones and have become addicted …

READ MORE →

Customer Loyalty Data Efforts

ENGAGEMENT & ANALYTICS | Customer Loyalty Data Efforts Despite changes in technology, market forces and consumer behaviour, there is always one place to center data efforts where there is reasonable expectation of success — and that is on customer loyalty By Amy Bostock In August of 2012, the New York Times …

READ MORE →

Mobile is the key to reaching loyalty marketing’s pinnacle – customer advocacy

ENGAGEMENT & ANALYTICS | Mobile is the key to reaching loyalty marketing’s pinnacle – customer advocacy Images: james headshot.jpg By James Christensen The meteoric rise of smart phone usage by consumers has expanded the reach of brands and their efforts to engage customers. At the same time, Loyalty programs that started …

READ MORE →

Getting with the program

COVER STORY | Getting with the program Customer loyalty in the digital age By Jennifer Lee Think loyalty programs are dead? Think again.  Consider that there are currently more loyalty memberships in the United States than there are people in China and India put together. North American wallets are bursting at …

READ MORE →

Case study: Air Miles for Social Change

TARGETING & ACQUISITION |  Case study: Air Miles for Social Change Pilot YMCA program shows loyalty incentives are a significant driver to motivate Canadians to exercise Background People are ready to make healthier and more sustainable choices, all they need is a smarter incentive. That’s why LoyaltyOne created AIR MILES® for …

READ MORE →