Brand Value and Customers’ Expectations

In today’s globalized economy, competition is getting more and more aggressive. That means it becomes more difficult for products and services to differentiate themselves from other offerings than ever before. Product differences are narrowing ever faster and many companies try to win the customer’s attention with price reductions. As a Read More …

Mobile Customer Loyalty

Here’s an excerpt from an article “Why Mobile Loyalty is ‘Do-or-Die’ at the Airport”, published in The Wise Marketer. Consumers, who are increasingly mobile and always connected, have a tendency to behave in a different manner when it comes to loyalty programmes. Today, a major opportunity for loyalty programmes is Read More …

Time to Rethink those Airport Loyalty Strategies

Here’s an excerpt from our article “Time to Rethink those Airport Loyalty Strategies”, published in The Wise Marketer. “Customer loyalty or rewards programs are evolving at a very fast pace. The era and impact of the ‘Frequent Flyer Program’ model and the inexorable shift of the majority of consumers to more Read More …

Increasing Customer Engagement #2

This is the 2nd of a series of six articles which outlines a roadmap for companies to embrace a “Customer Engagement Model” for increasing customer engagement. Step 2: Customer Preference Generation – Segmentation Analysis Marketing involves numerous decisions concerning what products, services, and support should be offered to which customers, Read More …

The Future of Customer Loyalty (Part 3)

Guest Contributor: Peter Wray Why does loyalty still matter? I think the answer to this question and the key to the future is that we are dealing with increasing customer expectations at a time of intense competition in retailing globally. Not all customers will have the same value to retailers Read More …

The Future of Customer Loyalty (Part 2)

Guest Contributor: Peter Wray Customers are increasingly expecting: Convenience of customer choice of channel Targeted communication and often in real time Recognition of high spending or high potential spend Fast efficient service levels with no excuses service levels and a rapid shift to adapt to fast changing consumer trends being Read More …

The Future of Customer Loyalty (Part 1)

Guest Contributor: Peter Wray These comments are generic in scope, as they are based on our case history experience across a wide range of retail sectors, geographic regions and B2B applications. What is the future for customer loyalty management? What are the social and market forces driving this future? What Read More …