The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between customer experience and loyalty across 20 U.S. consumer industries: Airlines, auto dealers, banks, car...Read More

2019 has been a fairly tumultuous year for marketers. The first fines began to hit brands for GDPR breaches and the previous years’ Cambridge Analytica scandal continued to rumble-on, keeping privacy firmly in the spotlight with negative...Read More

Beyond the promise of relaxation, exploration, or adventure, one thing that can help push a vacation from ‘great’ to ‘totally awesome’ is to earn points through an airline or hotel loyalty program.Take it a step further and...Read More

Does this sound familiar? You found a store you shop at often and discover they have a loyalty program. Great news! As a next step, you enroll in their loyalty program and are now are ready to receive the special treatment you deserve. ...Read More

Telecommunication (telco) as an industry isn’t known for its strong loyalty, as shown by high customer churn and rich acquisition offers. Most consumers tend to view telco businesses as a means to an end, and often only interact with the...Read More

 With the start of the new year, most brands are still racing to ensure their house is in order and they have the processes in place to comply with CCPA. Those responsible for ensuring compliance have no doubt spent significant time...Read More

“Recovering a modicum of equilibrium across consumer behaviors and technology innovation will require organizational alacrity, a laser focus on customer needs and a balanced embrace of automation.”—Charles Golvin, Senior Director...Read More

Environmentally focused consumers are pressuring companies to implement sustainable practices beyond greenwashing—or lose their loyalty. Greta Thunberg certainly has shaken up the global conversation on climate change, and we have seen how...Read More

Adding incentives to your surveys can boost response rates, increase engagement, and lead to more completed surveys in the future. But incorrect use of these incentives can lead to unredeemed gifts, unsatisfied respondents, and lower engagement...Read More

This fall, the Loyalty360 brand committees expressed a need to focus on a small group of trends and topics to help guide the focus for the next year. Several very important trends were initially suggested and the overall Loyalty360 membership was...Read More