loyalty news
Loyalty NewsWire

Loyalty Newswire – May 20, 2019

Photo by Dan Freeman

Is it just us or are you noticing that more brands are assembling teams to leverage the entirety of their customer-facing efforts? Blockchain is finding loyalty problems to solve, Amazon wants to be everything to everybody, and eating barbeque is now a loyalty reward. Here is what we’re following in loyalty news …

CX

How Pizza Hut is Building an In-house Customer Experience Team

Quotable: “Rather than view the digital ventures team as a way to shave costs from its media buys like other in-house teams, Pizza Hut uses it to leverage the value from the reams of data being generated from its online orders. Around 70% of the company’s orders in Europe come from either its site or app.”

Airship Announces Initial Cities

Quotable: “… companies with superior CX grew revenues five times faster on average than their competitors with inferior CX. And this is a global phenomenon” (Forrester Research, Inc., “Improving CX Through Business Discipline Drives Growth,” June 19, 2017; Updated March 26, 2018).

VA To Codify Customer Experience As Part of Core Values

Quotable: “The commitment to a culture of ensuring the highest experience for our customers—who are our veterans, families, caregivers and survivors—that has to be permanent. That can’t be changing …”

CONSUMER DATA

California’s New Data Privacy Law Could Change the Internet in the US

Quotable: “I think we can help set the standard for the nation,” said California Assembly member James Gallagher, a Republican from Yuba City in Northern California and a supporter of the law. “I think mostly the tech world is, on the surface, asking for some clarification and changes to the law that they feel are gray areas for companies to figure out how or whether they need to comply.”

LOYALTY STRATEGY

‘No Longer Sufficient’ To Market To An Anonymous Customer Base

Quotable: “The founding values were that the customer gives the retailer their data because they trusted them to provide something good in return.”

The Story for Summer Glory

Quotable: “it’s important to understand that to maximize sales and profits, you must fulfill the unwritten promise that every consumer demands —that loyalty is a two-way street.”

Three Trends to Watch in the Loyalty Program Space

Quotable: “In a study of more than 55,000 consumers and 900 loyalty programs in more than 20 markets, the firm found that nearly three-quarters of respondents cited experience-related issues, such as brand alignment, support, and personal relevance, played a key role in their use of a loyalty program.”

Young Consumers Want More from Brand Loyalty Programs

Quotable: “Overall, about two out of three consumers in the U.S. are part of at least one loyalty program, but more than half of actively quit one of them recently, the study showed.”

CUSTOMER INTELLIGENCE

PepsiCo Recruits for New In-house Team Merging Data, Media planning

Quotable: “First-party data has always been gold from a marketer’s point of view but has become more important than ever as regulators crack down on data privacy issues, resulting in some questioning of the value of third-party data.”

BLOCKCHAIN

Louis Vuitton and Christian Dior Owner Unveils Blockchain Platform to Verify Luxury Goods

Quotable: “AURA makes it possible for consumers to access the product history and proof of authenticity of luxury goods — from raw materials to the point of sale, all the way to second-hand markets.”

Also Read: Loyalty a “Fertile Field” for Blockchain Providers

Blockchain Making Itself at Home in Hospitality

Quotable: “Trippki, meanwhile has launched a blockchain-based loyalty system, cutting out third-party involvement and directly linking hotels and customers, earning users TRIP tokens for staying at a hotel, consuming hotel amenities or leaving good reviews.”

BEHAVIORAL ECONOMICS

Carnegie Mellon Launches Executive Program in Behavioral Economics

Quotable: “learn about researching showing the large – and unpredictable – influence of digital design on engagement; the surprising links between non-monetary rewards, employee productivity and consumer loyalty; how employers can reduce biases in employee financial decisions and improve workplace equality; how inexpensive, behaviorally informed changes to the design of benefit programs can sharply increase employee participation; and how to design interventions to facilitate organizational change.”

HOSPITALITY

Choice Partners with AMResorts for Loyalty

Quotable: “It also will position Choice Hotels as having the largest all-inclusive luxury resort offering of any major U.S. hotel company.”

Customer Loyalty in a Hyper-Segmented Hotel Landscape

Quotable: “The greatest value in today’s rewards programs should lie in hotel companies’ ability to collect, store and utilize data more effectively to help brands offer guests more personalized experiences – all in an effort to surpass guest expectations and develop strong relationships.”

FINTECH

Facebook forms Swiss Fintech Firm with Payments Focus

Quotable: “Libra Networks, with Facebook Global Holdings as stakeholder, was registered in Geneva on May 2 to provide financial and technology services and develop related hardware and software, plans submitted on the Swiss register reveal.”

AMAZON

Amazon Confirms Flight-Booking Launch as Part of a Superapp Strategy

Quotable: “Amazon wants to be a superapp, the mobile tool of choice to book flights, buy books, and make payments. In travel, flights are only the beginning.”

Also Read: Kohl’s Gets Amazon’s Returns – and Traffic

LOYALTY PROGRAM ANNOUNCEMENTS

Natural Grocers {N}power® Customer Loyalty Program Celebrates 1 million Members

Quotable: “In the past year, {N}power membership has grown by more than 50 percent in its march toward its one-millionth member.”

H&M Expands Loyalty Program to US

Quotable: “With so many programs out there, it’s really hard to stand out with a unique loyalty offering. What will differentiate H&M among its competitors isn’t a loyalty program but rather continued innovation around the customer experience and affordable and attractive product assortment.”

MTS drops Customer Bonus Loyalty Programme (Russia)

Quotable: “Russian mobile operator MTS has stopped its MTS Bonus loyalty programme. Customers can no longer register for the programme, accumulate bonus points or exchange them for goods and services.”

Kingsford® Charcoal is Fired Up to Announce its New Loyalty Program

Quotable: “A VIP trip for to New Orleans for the Inaugural Smokin’ With Smithfield® National Barbecue Championship where the winner, and a guest, will have the chance to hobnob with barbecue legends and eat their way through different barbecue regions at the competition.”

The Loyalty Newswire is compiled and edited by the editorial staff at The Wise Marketer.

Loyalty Newswire – May 20, 2019
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