Ten Tips for Tackling Negative Customer Reviews

By Jay Hinman Ask any marketer today how he or she feels about customer complaints and there’s a good chance you’ll hear, “They’re never fun,” “They’re part of the job,” “There’s just so many of them,” or even, “We can’t make everyone happy.” Feedback that customer support and operations teams …

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2021 U.S. CUSTOMER LOYALTY ENGAGEMENT INDEX

Financial Brands That Earned Triple-A Loyalty Ratings: Discover, PayPal, TurboTax, TD Bank, Chase, American Express, and Vanguard NEW YORK, NY–Customer brand loyalty has survived the impact of the COVID-19 pandemic, which imposed a severe stress test on brands, according to Brand Keys 25th annual 2021 Customer Loyalty Engagement Index® (CLEI). The …

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IBM, Air Canada Partnered to Transform Aeroplan

MONTREAL, QC–Air Canada recently launched its Aeroplan program, which includes a new web and mobile digital experience designed and built in partnership with IBM. IBM iX, the business design arm of IBM Services, began this project with Air Canada in February 2020. With a combined team of IBM designers, developers …

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ServiceNow to Acquire Element AI

SANTA CLARA, CA–ServiceNow has signed an agreement to acquire Element AI, a leading artificial intelligence (AI) company with deep AI capabilities and some of the world’s brightest AI minds. Element AI will significantly enhance ServiceNow’s commitment to build the world’s most intelligent workflow platform, enabling employees to work smarter and …

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Air Canada Transforms Aeroplan

MONTREAL, QC–Air Canada has transformed its Aeroplan loyalty program, with more new features in the wings. Aeroplan miles are now never-expire “Aeroplan points,” with prior balances honoured on a one-to-one basis. Existing Aeroplan accounts and membership numbers have automatically moved to the new program. Exciting welcome bonuses are also available …

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Data: 1 in 4 Travelers Don’t Feel Adequately Rewarded for Their Loyalty to Travel Brands

Yes Marketing survey finds most people have a go-to travel brand they consider above all else Nearly a quarter (25%) of travelers say they don’t feel adequately rewarded for their loyalty to travel and hospitality brands, suggesting there’s room for improvement when it comes to these brands’ retention and loyalty …

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Indigo Launches plum PLUS, a New Membership Program

Offers Canadians More Rewards Than Ever TORONTO–Indigo, the world’s first Cultural Department Store® for booklovers, today announced its new membership program, plum® PLUS, launching nationally this week. plum PLUS rewards customers with an immediate discount on eligible products and the ability to earn points on almost every dollar spent at …

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Datable to provide loyalty platform for Five Leading Consumer Brands

VANCOUVER–Datable Technology Corp, whose core product, PLATFORM3, is an integrated suite of digital marketing applications sold as Software-as-a-Service (SaaS), has signed five license agreements to provide its loyalty and rewards solution to leading consumer brands. Four of these programs are expected to be completed in 2019. These agreements will generate …

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Competition Bureau asks consumers: What is your brand loyalty worth?

“Free” loyalty rewards could have hidden costs, agency warns OTTAWA–Loyalty programs offer points that can be redeem for discounts, gift cards, merchandise and travel. Generally, the more a consumer spends, the more rewards they get. They’re designed to attract new customers, retain existing customers and entice people to spend more. …

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FNC Capital agreement with Stradigi AI for the airline industry includes loyalty program analytics

MONTREAL–FNC Capital, a Montreal-based consulting firm specializing in mergers and acquisitions, today announced that it has formed a five-year rolling exclusive partnership agreement worth $5 Million with leading local artificial intelligence company Stradigi AI, to create and deliver artificial intelligence products via its recently launched proprietary AI platform, Kepler. As …

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