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Conference summary and highlights from Day Two The first ever Loyalty Summit CXM was held in Los Angeles at the Beverly Hilton November 14-16, 2023. There was so much good content presented that we are sharing the conference report in two parts. You can read Part One here. Onwards with Part Two! Matt Sutton, CMO The Black Tux, kicked off the day with his thoughts on how practical applications of revolutionary technology has propelled loyalty for Black Tux. He then engaged in a panel discussion with Shyam Shah, Founder Loyalty Juggernaut, Neil Spivak, CMO VMS and Christopher Sandstrom, Director of
Hotel & Hospitality
Quick hitting conversation with Peter Vogel, CRO vPromos Honing the enrollment process for your Loyalty Program is critical to success, whether at the launch of a program or to sustain healthy onboarding rates over time. On the surface, the topic seems simple. We compare the loyalty program enrollment process to sending out invitations to a party. By launching the loyalty program, the brand is effectively shouting to the world that “we’re having a party, why don’t you join in?” Responding to the invitation, the customer just has to RSVP, if they are being polite, or could simply show up at
Editor's note: Practitioners of customer loyalty are realizing more each day that a holistic approach to strategic planning is the optimal path to connect with and build trust with customers. Beyond data, technology and promotions, we need to consider that the human capital we invest in engaging our customers should be of pure intent. When done right, loyalty marketing creates a triple W effect, that's a win for the brand, win for the customer and a win for the service provider. When we establish our own "true north" and commit to applying our own moral compass to the benefit of
The Emergence of Modular Loyalty Technology Adopting Loyalty Technology, specifically Loyalty Management Systems (LMS) has always been a complex task. Despite the emergence of API driven and cloud-based technologies, most brands still evaluate adoption or upgrades of LMS like they do other enterprise solutions. There are weighty requests for proposal (RFP) documents to draft and the decision-making process can be extended over many months. The approach still seems to ring with the words “rip and replace,” in other words moving to new technology seems like a binary decision, moving from one to another, with little efficiency of resources created in
Loyalty Science Lab (LSL) is a loyalty think tank housed in the Strome College of Business at Old Dominion University. Old Dominion University, located in Norfolk, is Virginia's forward-focused public doctoral research university with more than 24,000 students, rigorous academics, an energetic residential community, and initiatives that contribute $2.6 billion annually to Virginia's economy. Loyalty Science Lab is led by Dr. Yuping Liu-Thompkins, an experienced academician who specializes in building customer loyalty and habit through effective marketing programs. She has worked with many consumer datasets to derive customer insights and actionable marketing strategies. Dr. Liu-Thompkins is a CLMP™, a member