How Middlemen Have Changed Travel Marketing

Loyalty

How Middlemen Have Changed Travel Marketing

Direct selling, OTAs, loyalty. Travel intermediaries are having a strange impact on travel marketing.

Shari's Café and Pies Uses Data to Slice and Dice Reward Members

Loyalty

Shari's Café and Pies Uses Data to Slice and Dice Reward Members

The family restaurant chain uses demographic, behavioral, and purchase data to send targeted offers to its rewards members and grow visit frequency and spend among younger customers.

Zappos' Customers Are the "Sole" of Its Loyalty Program

Loyalty

Zappos' Customers Are the "Sole" of Its Loyalty Program

The online shoe and clothing retailer's loyalty program offers different customer segments different relevant rewards.

Are Today's Marketers Still Loyal To Loyalty Programs?

Loyalty

Are Today's Marketers Still Loyal To Loyalty Programs?

A recent study reveals that more than a quarter of digital marketers at Fortune 500 brands say their companies don't have them.

Why Experts Say Chipotle's Chiptopia Is Not a Loyalty Program

Loyalty

Why Experts Say Chipotle's Chiptopia Is Not a Loyalty Program

How industry experts define loyalty and why Chipotle's program doesn't fit the bill.

The DMN Compendium on Customer Loyalty

Loyalty

The DMN Compendium on Customer Loyalty

DMN's must reads on this critical topic

Two Types of Email That Produce Marketing Wins

Loyalty

Two Types of Email That Produce Marketing Wins

An industry insider clears up a widespread myth about email marketing and reveals two surefire ways to ramp up its effectiveness.

Two Tremendous Revenue Opportunities for Email Marketers

Loyalty

Two Tremendous Revenue Opportunities for Email Marketers

There's untapped potential for email marketers on Saturdays and Sundays, according to a new report. The findings also reveal a major lift in revenues with loyalty program emails.

AAdvantage Moves From Frequent Flyers to Big-Time Buyers

Loyalty

AAdvantage Moves From Frequent Flyers to Big-Time Buyers

American Airlines' seminal loyalty program joins Delta and JetBlue in making the change.

5 Insights on Using Customer Science to Build Relationships—and Business

Loyalty

5 Insights on Using Customer Science to Build Relationships—and Business

One analyst hypothesizes that a little bit of customer understanding goes a long way toward retention.

Patriots Fans Prove to Be the Real Loyalty MVPs

Loyalty

Patriots Fans Prove to Be the Real Loyalty MVPs

As a die-hard Packers fan, it pains me to write this, but Deflategate only served to inflate New Englanders' devotion to Brady & Co.

BP's New Loyalty Program Pumps Up Top-of-Mind Awareness

Loyalty

BP's New Loyalty Program Pumps Up Top-of-Mind Awareness

The fuel brand enhances its rewards program to boost engagement and drive people to fill up at its stations.

Kellogg's Rewards Program Doesn't Flake Out on Digital

Loyalty

Kellogg's Rewards Program Doesn't Flake Out on Digital

The CPG company revamped its rewards program by using new technology to simplify the member experience.

Catalina Intros an E-Circular

Loyalty

Catalina Intros an E-Circular

Two thirds of supermarket baskets don't include a promoted item, says the e-couponer whose new program looks to wring more sales circulars.

American Express Debuts the Plenti Coalition Loyalty Card

Loyalty

American Express Debuts the Plenti Coalition Loyalty Card

AT&T, ExxonMobil, and Rite Aid are among partners enlisted in the coalition loyalty program aimed at becoming America's answer to Canada's Air Miles.

The Loyalty Equation

Loyalty

The Loyalty Equation

Balancing brands' financial needs with consumers' emotional desires is one problem marketers have yet to solve. Data is the way to a solution.

Costco, USAA, Netflix, and JetBlue Lead in Net Promoter Scores

Loyalty

Costco, USAA, Netflix, and JetBlue Lead in Net Promoter Scores

Medicare, eBay, Hotels.com and Walmart Pharmacy, meanwhile, find theirs in decline.

Verizon Rewards Its Loyal Customers

Loyalty

Verizon Rewards Its Loyal Customers

The telecommunications giant shows that a little reward goes a long way.

Loyalty Marketing Is Showmars' Secret Ingredient

Loyalty

Loyalty Marketing Is Showmars' Secret Ingredient

Marketers for a casual-dining restaurant chain serve up a side of rewards and incentives to customers.

They Don't Want No Stinkin' Badges; Loyalty Users Want Discounts

Loyalty

They Don't Want No Stinkin' Badges; Loyalty Users Want Discounts

Consumers aren't playing games here. They know what they want out of loyalty programs, and what they want is cash.

Loyalty Customers Want Non-Transactional Rewards

Loyalty

Loyalty Customers Want Non-Transactional Rewards

Reward customers for more than spending and 84% of them will spend more, according to a study.

AARP Rewards Members for Smart Living

Loyalty

AARP Rewards Members for Smart Living

Loyalty is often defined by how much consumers spend over time. But for marketers at AARP loyalty is determined by how much they engage.

Duffy's Wins at Loyalty Marketing

Loyalty

Duffy's Wins at Loyalty Marketing

In a world where loyalty isn't always on the menu, Duffy's Sports Grill is hitting it out of the park with a program that boasts more than 400,000 members.

Look Alive, Travel Marketers—Vacations Ahoy!

Loyalty

Look Alive, Travel Marketers—Vacations Ahoy!

Travel season hits full swing this Memorial Day weekend, and new research shows travel marketers how to better monetize this year.

Is 'Clienteling' in Your Future?

Loyalty

Is 'Clienteling' in Your Future?

By turning excess inventory into a VIP environment for a select group of premier clients, luxury brands can increase engagement and customer loyalty.

The Future of Loyalty Is Data

Loyalty

The Future of Loyalty Is Data

More than 60% of consumers don't trust retailers with their data. Here's how to change that.

Got PLCC? What it Is and 3 Reasons You Also Need a Loyalty Program

Loyalty

Got PLCC? What it Is and 3 Reasons You Also Need a Loyalty Program

If you're a retailer with a PLCC and not a loyalty program, you are leaving money on the table.

Caribou Coffee Brews a New Loyalty Program

Loyalty

Caribou Coffee Brews a New Loyalty Program

Launching a loyalty program can be a latte of work. But building one based on consumer feedback and solid data creates the perfect blend.

Fickle About Loyalty

Loyalty

Fickle About Loyalty

Customers' capricious purchase behaviors and ever-increasing expectations—and marketers reactions to both—have altered the thinking on loyalty in three significant areas.

Lancome's Loyalty Program Provides a Foundation of Data

Loyalty

Lancome's Loyalty Program Provides a Foundation of Data

Lancome customers mostly shop through retail outlets--however, its online loyalty program helps the makeup company learn more about its fans.

CVS/pharmacy's New Circular Reasoning

Loyalty

CVS/pharmacy's New Circular Reasoning

The drug chain's myWeekly Ad uses data drawn from its loyalty program to bring digital relevance to the store circular.

Only 16% of Consumers Redeem Loyalty Rewards

Loyalty

Only 16% of Consumers Redeem Loyalty Rewards

Companies are falling short when it comes to meaningfully engaging loyal customers, says a new Forrester study.

Customer Satisfaction Is Not Customer Loyalty

Loyalty

Customer Satisfaction Is Not Customer Loyalty

Satisfaction is fleeting. Loyalty is the measure that predicts future customer behavior.

The Long, Gradual, and Painful Goodbye

Loyalty

The Long, Gradual, and Painful Goodbye

Business tend to believe that churn occurs once a customer unsubscribes from a list but it might have been long before then.

Will Your Customers Evangelize Your Brand?

Loyalty

Will Your Customers Evangelize Your Brand?

When it comes to customer loyalty, that is the ultimate question.

Customer Engagement Is Messy, Loyalty Is Clean

Loyalty

Customer Engagement Is Messy, Loyalty Is Clean

When marketers seek to define and measure customer engagement, it's usually quite difficult.

It's All About What Customers Value Most

Loyalty

It's All About What Customers Value Most

The marketing power in your customer base comes down to economics—or, in another word, value.

"Unmarketing" to Increase Customer Loyalty

Loyalty

"Unmarketing" to Increase Customer Loyalty

Sometimes it's good to tell customers, "Here's what you don't need to buy from us."

Are You Keeping Score?

Loyalty

Are You Keeping Score?

What marketers need to know about Net Promoter Score.

In a Big Hurry for Big Data?

Loyalty

In a Big Hurry for Big Data?

Five loyalty analytics rules to remember before rushing in.

Loyalty Programs Grow, But Participation Sinks

Loyalty

Loyalty Programs Grow, But Participation Sinks

Despite loyalty program growth by more than 25% over the past two years, member activity has dropped.

The New Bottom Line: Customer Success

Loyalty

The New Bottom Line: Customer Success

Marketers aiming to increase retention must embrace a customer-success philosophy.

Consumers Want Loyalty (Rewards)

Loyalty

Consumers Want Loyalty (Rewards)

Marketers aiming to capture customers' loyalty need to refocus on experiences, not just points, a new report says.

Cross-Sell by the Numbers

Loyalty

Cross-Sell by the Numbers

Revenue growth from existing customer through cross-selling is where direct marketing can deliver significant traction.

Turn Feedback Into Interaction

Loyalty

Turn Feedback Into Interaction

One-off, one-ways surveys fall short with customers

The Best Customer Experience: Instant Gratification

Loyalty

The Best Customer Experience: Instant Gratification

Amazon Prime, McDonald's Happy Meals, and Starbucks Rewards win top honors in a customer experience survey. Why? They give customers what they want—and fast.

2013 Essential Guide to Loyalty Marketing

Loyalty

2013 Essential Guide to Loyalty Marketing

The 2013 Essential Guide to Loyalty Marketing—everything you need to know about loyalty marketing, all in one spot. Read on for insight.

Loyalty Driver

Loyalty

Loyalty Driver

Marketing has an undeniable influence on customer loyalty.

Customer Experience Pays Off

Loyalty

Customer Experience Pays Off

SurePayroll has developed several marketing and customer care programs designed to enhance the customer experience, and by extension, customer loyalty.

Loyalty Takes Listening

Loyalty

Loyalty Takes Listening

Customers are more likely to be loyal to companies that meet their expectations. Doing so means aligning the voice of the customer with marketing.

Cisco Listens and Learns

Loyalty

Cisco Listens and Learns

Having a robust listening system in place to drive loyalty among its customers and partners is nothing new to networking software giant Cisco Systems.

Trends to Watch: 12 Ingredients for Baking in Customer Loyalty

Loyalty

Trends to Watch: 12 Ingredients for Baking in Customer Loyalty

Businesses hungry for growth often target competitors' loyalist customers. It's time for marketers to turn up the heat on their loyalty efforts.

Stand Out or Lose Out

Loyalty

Stand Out or Lose Out

4 ways to make your loyalty program unique and engaging.

You Know Me, Don't You?

Loyalty

You Know Me, Don't You?

Relevance in high-priority customer interactions builds long-term loyalty.

Getting to the Second Sale

Loyalty

Getting to the Second Sale

How marketers can move one-and-done customers to repeat buyers.

Four Steps to Relevant Communications

Loyalty

Four Steps to Relevant Communications

All marketers want to be relevant, but many are confounded by how to do so cost effectively.

Measuring Customer Loyalty

Loyalty

Measuring Customer Loyalty

The data gained from loyalty programs is invaluable for direct marketing planning.

Train for Your Customer Experience Marathon

Loyalty

Train for Your Customer Experience Marathon

Only the nimble brands will survive.

Marketer vs. Reality

Loyalty

Marketer vs. Reality

Using data to align marketers' perceptions with the actual customer experience.

Rising to the top in an ocean of offers

Loyalty

Rising to the top in an ocean of offers

New movers are so inundated with marketing messages that businesses have to develop sharp strategies and targeting tactics to ensure their offer is getting attention.

Evolve to establish emotional connections

Loyalty

Evolve to establish emotional connections

Loyalty is about transforming from generic earn-and-burn "transactional" models to interactive, personalized, and differentiated "emotional" ones.

Hard Rock Hotel & Casino launches revamped rewards program

Loyalty

Hard Rock Hotel & Casino launches revamped rewards program

The Hard Rock Hotel & Casino in Las Vegas launched a revamped rewards program designed to provide consumers with points and prizes for activities including gaming, dining and clubbing, said company CMO Brian Bork. The program was designed by L.A.-based agency Meat and Potatoes, Hard Rock Hotel & Casino's AOR.

Loyalty

Southwest Airlines Rapid Rewards forms agreement with Freecreditscore.com

Southwest Airlines rapid rewards members will now have the option earn points toward flights by signing up for services on freecreditscore.com, an Experian company, said Angie Russell, manager of partnership marketing at Southwest.

Constant Contact acquires CardStar

Loyalty

Constant Contact acquires CardStar

Email marketing company Constant Contact has acquired Boston-based mobile applications provider CardStar, Gail Goodman, CEO of Constant Contact said Jan. 18.

Moosejaw Mountaineering 
offers email snooze button

Loyalty

Moosejaw Mountaineering 
offers email snooze button

Outdoor goods retailer Moosejaw Mountaineering faced the predicament of keeping consumers informed about promotions and events via email while not bombarding them to the point that they would unsubscribe.

American Express launches Facebook deals, rewards applications

Loyalty

American Express launches Facebook deals, rewards applications

American Express has launched two Facebook applications that allow cardholders to redeem digital deals and rewards, said Dave Wolf, VP of global marketing capabilities at the financial services company.

Loyalty

MasterCard campaign highlights World Elite benefits

MasterCard Worldwide launched an integrated marketing campaign May 16 to promote new features of its World Elite card. The direct mail, email and print effort highlights new Elite benefits, such as a global concierge service, price assure for travelers and exclusive golf packages. The financial services company worked with McCann-Erickson on the initiative's print elements and R/GA on the campaign's online elements and microsite.

Loyalty

Carlson relaunches loyalty program

Carlson, a hospitality and travel company, relaunched its hotel loyalty program on March 31. The revamped program will feature free in-room Wi-Fi, no blackout dates, rollover nights and complimentary room upgrades, among other benefits. Intercontinental Hotels Group also said this week that it will relaunch parts of its loyalty platform in the next three months.

Loyalty

TGI Friday's revamps 'Give Me More Stripes' rewards

TGI Friday's relaunched its "Give Me More Stripes" loyalty program on March 29. The revamped program allows consumers to create accounts via text message and on interactive touch screens at restaurants, in addition to already-established online electronic forms and in-store paper applications.

Loyalty

Southwest revamps Rapid Rewards program

Southwest Airlines revealed updates to its loyalty program, Rapid Rewards, on January 6, including removing blackout dates and seat restrictions for reward redemptions.

Loyalty

Chase launches holiday season Ultimate Rewards promotions

Financial giant Chase launched its annual Ultimate Rewards holiday promotions on November 3, offering cardholders limited-time deals, including bonus gift cards and rewards points.

Loyalty

Starbucks launches in-store digital media network

Starbucks launched a localized online community for its in-store customers on October 20. The Starbucks Digital Network is offering local content and links to its rewards program and other online initiatives.

Loyalty

Ritz-Carlton adds rewards program

The latest hotel chain to roll out a rewards program is none other than luxury brand Ritz-Carlton, which is "responding to the sharp decline in rates consumers will pay for luxury hotels during economic hard times," according to 'The Wall Street Journal.'

Loyalty

EBay debuts 'bucks' rewards program

Online marketplace eBay launched a rewards program August 3 that allows consumers to accrue 'eBay Bucks' that can be spent on future purchases.

Loyalty

E-commerce, travel vets launch loyalty program for independent hotels

Former travel and e-commerce employees at Expedia, Amazon, Microsoft and Zillow have launched Stash Hotel Rewards, a loyalty currency for independent hotels.

Loyalty

Bank of America: "Please keep using our card"

Loyalty

The (5%) rewards of blogging...

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