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Loyalty Programs

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Baruch College Professor Sees Big Promise for Analytics in Enterprise Engagement

Few people in academia better understand the convergence of analytics and Enterprise Engagement than Charles Scherbaum, Associate Professor of Psychology at Baruch College and a member of the doctoral faculty at the Graduate Center of the City University of New York. Scherbaum, an early contributor to the Enterprise Engagement Alliance curriculum on analytics... [ read more ]

Enterprise Engagement: The Roadmap, 3rd Edition

Enterprise Engagement: The Roadmap, 3rd Edition has been completely updated with new information, illustrations and new chapters. Authored and edited by dozens of experts in general management, marketing, sales, data management, business and academia, the Textbook’s methodology has been endorsed by leading companies as a means of achieving both strategic and tactical organizational goals related to sales, marketing, human resources, vendor management, and community relations.... [ read more ]

The Loyalty Leap: Turning Customer Information into Customer Intimacy

With over 20 years of experience running large loyalty programs, Bryan Pearson, President of LoyaltyOne, is a good person to query about the state of the industry. Pearson is the author of the best-selling book, The Loyalty Leap: Turning Customer Information into Customer Intimacy, as well as The Loyalty Leap for B2B. He explains that... [ read more ]

Channel Partners Need Loyalty Programs Too

If you’re like the majority of companies, you go to market through one or more channels of distribution, which means it’s critical for you to generate loyalty to your brand among channel reps. Channel reps are the people who make the ultimate sale. They’re also the people who say “So, you want me to be loyal, huh? Well, you’d better give me a good reason.” Now what do you do? A recent study by Maritz demonstrates that a rep incentive program can be a great way to build loyalty – as long as you do it right.... [ read more ]

Rewards & Recognition Expo Set for April 6-8 in Nashville

On the heels of its highly successful 2013 event in New Orleans, the Enterprise Engagement Alliance has announced the launch of Engagement University, the first formal curriculum and certification program on Engagement throughout the organization. It will be held in conjunction with the 2014 Rewards & Recognition Expo and Engagement Pavilion, April 6-8, 2014 at the Gaylord Opryland Resort & Convention Center in Nashville, TN. The R&R Expo will feature leading exhibitors of reward, recognition and engagement products and services.... [ read more ]

UK's Engage for Success Initiative Moves Forward Despite Brexit

Although it was founded shortly after the Enterprise Engagement Alliance, the United Kingdom's Engage for Success initiative has a significant advantage: it was created in part with the support of the government of Prime Minister David Cameron, who took a personal interest in the movement. ... [ read more ]

Baudville Brands, C.A. Short and Divvy Engagement Become Engagement Agency Partners

Baudville Brands, a leading recognition firm in Grand Rapids, MI, C.A. Short Company, an innovator in employee engagement based on Shelby, NC, and Divvy Engagement Solutions, the new name for a 25-year-old, full-service incentive company based in Pleasant Valley, NY, have become partners in the growing Engagement Agency network of engagement solution providers. ... [ read more ]

Engagement World Event Signals Emergence of New Field

Enterprise Engagement brings together major industry associations and organizations for a week of education, exhibits and networking events at Engagement World, April, 25-28, Renaissance Orlando at SeaWorld. Four organizations in management, face-to-face engagement, loyalty, and rewards and recognition have united to promote the concept of enterprise-wide engagement at Engagement World, April 25-28, at the Renaissance Orlando at SeaWorld. ... [ read more ]

New IRF Report Spotlights 2016 Motivation Trends

The Incentive Research Foundation (IRF) has released its comprehensive report, 2016 Trends in Rewards and Recognition, revealing that businesses will emphasize unique, upscale and individualized experiences in their motivation programs this year.... [ read more ]

Hinda Incentives Launches Loyalty Group

Hinda Incentives has announced the creation of the Hinda Loyalty Group, a dedicated business unit focusing on providing support for loyalty and consumer engagement programs. According to the company's announcement, Hinda Loyalty Group's services "are based on industry best-practices, drawing on... [ read more ]

Engagement World Set for April 25-28 2016 in Orlando, FL

A Conference and Expo dedicated to the many strategies and tactics of Enterprise Engagement and their impact on business is being launched by the Exhibit and Event Marketers Association (E2MA) and Enterprise Engagement Alliance. The event, Engagement World 2016, is designed to ... [ read more ]

American Express 'Plenti' Program: Engagement as Green Stamps?

Plenti is a new twist on the concept from American Express, but this program has little to do with its credit card product, because you don’t have to carry an American Express card to participate. Enrollment is open to anyone over 13, and can be done within minutes online or with an app. Points can be earned at hundreds of retailers by using... [ read more ]

Get Your Copy of Enterprise Engagement: The Textbook

Authored and edited by dozens of experts in general management, marketing, sales, data management, business and academia, Enterprise Engagement: The Textbook’s methodology has been endorsed by Ernst & Young and other top companies as a means of achieving both strategic and tactical organizational goals related to sales, marketing, human resources, vendor management and community relations. The newly-released textbook is available from the EEA Store at www.enterpriseengagementbook.com for $36, or you can purchase it online through Amazon.com. The first edition is 268 pages. Enterprise Engagement: The Textbook also provides formal preparation for the Enterprise Engagement Certification program. Preparation and general learning is also available at Engagement University Online. The textbook is updated regularly based on input generated through the online university. ... [ read more ]

ATD Looks North for Inspiration

For the past three years, American Tire Distributors has rewarded its top dealers with an all-expenses-paid excursion to one of Alaska's premier fishing resorts…and you can bet they'll be working hard to ensure that next year they’ll earn ... [ read more ]

Recognition Programs: Six Steps to ROI

"What’s our return on investment?" If you can't answer the question, your recognition budget could be the first thing on the chopping block when budgeting time comes around. Depending on the size of your organization, you can be spending an average of $125 to $175 per person per year on award costs and ... [ read more ]

Breaking the Code

Digital gift cards – quickly acquired, used, and gifted – are gaining speed in the marketplace... [ read more ]

Marcus Evans LOYALTY Canada 2012 - July 25-26, 2012 - Toronto, Canada

This Loyalty Canada 2012 Conference will give customer loyalty marketers a deeper look into the key issues affecting the creation and implementation of effective loyalty strategies to achieve an ever-growing, profitable, and engaged customer base. Hear from: Canadian Tire, HSBC Canada, Capital One, Scotia Bank, Sobeys, Xbox Canada, JPMorgan Chase, TD Bank Group, PayPal Canada, Suncor Energy, Hudson’s Bay Company, Staples Advantage Canada, Virgin Mobile Canada and More! This is a highly intensive, content-driven event that includes workshops, case studies and panel discussions over two days. This is not a trade show; this event is targeted at a focused group of senior level executives and key decision makers to maintain an intimate atmosphere for the delegates and speakers. In short, this is a peer-to-peer driven conference.... [ read more ]

Marcus Evans 8th Edition Customer Experience Conference - July 17-18, 2012 - Chicago, IL

By attending this event, industry leaders will build upon their existing foundations to keep ahead of the changes in customer stated and unstated needs. Learn to incorporate a caring service orientated approach to engage and retain customers. Hear from speakers from Yahoo!, Microsoft, Hilton Worldwide, Avaya, Deluxe Corporation, Comcast Corporation, American General Life Companies, SimplexGrinnell and many more on leveraging internal and external branding expertise to create a human touch across the customer journey. ... [ read more ]

New Company Offers Unique Award Strategy

LoyaltyShares LLC, a New York-based company, is launching what it calls a Loyalty Equity Acquisition Program, or LEAP, offering a way to include the sponsoring company’s publicly traded stock as an award redemption option without disrupting or changing the current loyalty program process and technology. In addition to providing a template for implementation and guidance in planning, LoyaltyShares LLC will have an ongoing program role as data intermediary, facilitating the flow of information to and from program members, the reward-points system, and the system for administering program shares. Info at www.loyaltyshares.com/... [ read more ]

EEA Curriculum Challenges Reward Assumptions

Recently, the Enterprise Engagement Alliance (EEA) performed a review of the past quarter-century of research into Rewards & Recognition. Among the main objectives of this review was to determine links between the use of Incentives and Engagement. Looking at evidence from more than forty studies, researchers found that incentive and reward programs can drive engagement if they are carefully and deliberately designed to do so. Read more >... [ read more ]

EEA Curriculum Webinar Series Announced

The EEA has announced a series of 1-hour webinars covering various aspects of its newly developed curriculum on Engagement. Each live session will be followed by a half-hour Q&A with presenters.

Nov. 16: Measurement
The EEA has also scheduled a series of webinars on The Science of Rewards & Recognition presented by EEA Chairman Allan Schweyer on the following dates: Dec 7, Jan 18, Feb 16 and March 15. Sponsored by Canon.
... [ read more ]

EEA Rewards & Recognition Expo - April 30-May 1, 2012 - St. Louis

A unique opportunity for rewards and recognition suppliers to meet with top incentive and recognition buyers in an intimate, relaxed environment, and to tap into the expanding recognition marketplace. Co-located with the Recognition Professionals International Annual Conference, April 29-May 2, 2012... [ read more ]

The Motivation Show - Oct. 23-25, 2012 - Chicago, IL

The Motivation Show includes the Incentive Travel and Meetings Executives Show (IT&ME) and the National Premium Incentive Show (NP/IS), with exhibitors representing the entire range of premium and incentive product and travel destination offerings. Educational sessions cover consumer premiums, employee incentive awards, incentive travel, employee recognition and performance improvement. ... [ read more ]

7th Annual Customer Experience Management

This conference will focus in on leading current practices within customer experience management practices that include feedback gathering, managing customer expectations, driving operational efficiencies in response to feedback, understanding and reporting measurements and driving an overall organizational customer focused culture that is supported by a growing department budget and enterprise-wide interest. ... [ read more ]

5th Annual Customer Experience & Retention Conference

Learn and share insights with more than 18 Customer Experience, Care, Advocacy and Loyalty Leaders on the latest developments in the design of strategies and methodologies being deployed to determine the proper key performance indicators for customer satisfaction. Cost is $2,969.80, but you can save 10% by emailing Michelew@marcusevansch.com and mentioning the Enterprise Engagement Alliance.... [ read more ]

The Economics of Engagement

Most leaders and organizations know the difference between a fully engaged worker and one that is marginally engaged or disengaged. The former brim with enthusiasm, they contribute ideas, are optimistic about the company and its future, are seldom absent from work, they typically stay with the organization longer and are among the organization’s most valuable ambassadors. Disengaged workers, on the other hand, are often absent (even when they are at work). They are disconnected and often pessimistic about change and new ideas. They have high rates of absenteeism and tend to negatively influence those around them, including potential customers and new hires. And the cost of disengagement to U.S. employers is estimated to be as much as $350 billion per year.... [ read more ]

The Inspiration Factor

Terry Barber, the author of The Inspiration Factor, subtitled "How You Can Revitalize Your Company Culture in 12 Weeks," argues that regardless of your personality type, background, or age, you can choose to create an inspirational transaction and positively impact the people around you. "Inspiration is precursor to leadership, to motivation, and is even a new category for business," Barber says. His book offers seven principles that can help readers become team leaders in their organizations and inspire those around them.... [ read more ]

Gallup Spring Summit 2010

The Gallup Summit Spring 2010 provides leaders the opportunity to share best practices and discuss the crucial issues that affect maximizing performance in their organizations. It also offers organizations the opportunity to benchmark their management practices against the world's best. It will include a look at best practices in managing employee and customer engagement and best practices in recruiting, hiring, and developing talented employees.... [ read more ]

Loyalty Expo 2010

Loyalty Expo will include more interactive sessions and peer group discussion as hundreds of professionals will gather to learn best practices in customer, client, and employee cultivation, including reducing attrition, improving profitability and navigating through challenging economic times.... [ read more ]

Technomarketing: Engaging Customers Through the Use of Newest Tools and Technologies

Engaging customers through the newest marketing vehicles such as social media, customer communities, blogs, RSS and podcasts requires a solid foundation steeped in customer understanding, marketing planning and technological prowess. This two-day course in using the latest marketing tools and technologies to reach today’s customers will take attendees from the defining basics to the planning and implementation stage. Through interactive presentations and exercises, case examples from B2C, B2B, nonprofit and higher education, and best-practice implementation reviews, participants will leave with a comprehensive understanding of how they can profit from the latest in marketing technologies and tools.... [ read more ]

BMA 2010 Annual Conference

The Business Marketing Association's 2010 Annual Conference will be themed "Engage!" and focus on innovative ways that corporate marketers are engaging employees, channel partners, customers and other demand drivers to improve customer experience and to generate rapid and profitable sales and brand growth in an improving economy.... [ read more ]

2010 Engage Summit

The Engage Summit 2010 sponsored by Allegiance is an opportunity to learn engagement principles that matter most to organizations. Key presenters will offer best practices in engagement and feedback. The conference will also offer training, demos, market research, and plenty of networking opportunities. ... [ read more ]

Business Motivation

This article looks at how motivational tools can be used to boost performance and build loyalty and engagement.... [ read more ]

Why Motivation

Three are many reasons and many ways to motivate customers, salespeople, and employees. Here's an overview.... [ read more ]

ICSAnet

An annual conference sponsored by the International Customer Service Association (ICSA) that focuses on customer service management, education, networking and technology. ICSAnet is a three-day conference which includes a trade show, networking events, and educational sessions. ... [ read more ]

Customer Care Institute (CCI)

Customer Care Institute (CCI) is an international organization serving customer care professionals. It focuses on issues found in the customer service, consumer affairs, telemarketing, and help-desk professions. With more than 7,000 members, CCI provides Customer Care assessments, Customer Care Manager and Customer Care Professional certification courses, Customer satisfaction measurement programs, front-line skills and management training, as well as many others.... [ read more ]

International Customer Service Association (ICSA)

ICSA is a non-profit association led by customer service professionals for customer service professionals. These are people who have walked in your shoes and understand your challenges and motivation. Organized in 1981 by a group of 59 customer service management professionals, today's ICSA has come a long way! Globally, our membership tops 700 and we offer a full range of programs that provide members with a forum for sharing knowledge and experience, searching for solutions and networking with other customer service management professionals. ... [ read more ]

Direct Marketing Association Conference & Exhibition

DMA2010 has it all — the latest technology, current research, renegade thinkers, industry giants, hundreds of educational sessions, thousands of your peers, and the world’s largest exhibition for direct and interactive marketers. DMA2010 will feature hundreds of educational sessions, roundtables, forums, and case studies led by the direct marketing community's best and brightest thought leaders. Plus, you'll meet thousands of people from around the globe in the world's largest marketing Exhibit Hall.... [ read more ]

Brand Activation Association

The Brand Activation Association has a broad focus on all the disciplines required to activate a brand's strategy, from creative strategies to measurement, on topics from omni-channel marketing to experiential marketing and social media. BAA builds on its membership knowledge base, spanning expertise in strategy through activation, and across all touch points.... [ read more ]

Promotional Products Association International (PPAI)

The Promotional Products Association International (PPAI) is the promotional product industry’s only international not-for-profit trade association. It offers education, trade shows, business products and services, mentoring, technology and legislative support to its more than 7,500 global member companies. Promotional products are an $18 billion industry, and include wearables, writing instruments, calendars, drinkware and many other items, usually imprinted with a company’s name, logo or message. Since its founding in 1903, PPAI has worked to expand the market, establish standards, enhance the professionalism of the industry and support the growth of member companies. ... [ read more ]

PMA Annual Integrated Marketing Conference

Hosted by the Promotion Marketing Association, Inc. (PMA) this event covers all aspects of integrated marketing and is a must for anybody trying to get to know the field. Brands from all over the world attend and provide their own unique feedback. Provides a means of networking with peers and learning new and innovative strategies from leading companies.... [ read more ]

Marketing Agencies Association Worldwide

The Marketing Agencies Association (MAA) provides members, primarily executives at promotion marketing agencies, with professional support, management development, research, and a forum for the exchange of ideas. The MAA website also provides a search function for marketers looking for a professional marketing agency.... [ read more ]

Incentive Gift Card Council (IGCC)

Incentive Gift Card Council (IGCC), is a strategic industry group within the Incentive Marketing Association. The IGCC educates the incentive marketplace and the corporate community on the benefits of gift cards, including choice, value and service, and other key attributes recipients say that they want their awards to have. ... [ read more ]

American Marketing Association (AMA)

The American Marketing Association, one of the largest professional associations for marketers, has 38,000 members worldwide in every area of marketing. For over six decades the AMA has been the leading source for information, knowledge sharing and development in the marketing profession.... [ read more ]

Point-of-Purchase Advertising Institute (POPAI)

POPAI is an international trade association for the marketing at-retail industry. Founded in 1936, POPAI celebrates its 70th anniversary with over 1,700 member companies representing Fortune 500 brand manufacturers and retailers, as well as, marketing at-retail producer companies and advertising agencies from over 45 countries from around the world. ... [ read more ]

Advertising Research Foundation (ARF)

Advertising Research Foundation (ARF), founded in 1936, has members from more than 400 advertisers, advertising agencies, research firms, media companies, educational institutions, and international organizations. Its mission is to improve the practice of advertising, marketing, and media research in pursuit of more effective marketing and advertising communications.... [ read more ]

NARMS Annual Meeting, Conference, and Exhibition

Hosted by the National Association for Retail Marketing Services (NARMS), this event includes educational sessions and roundtable discussions which are a great way to learn strategies of other members of the retail marketing industry. The event also includes an exhibition hall on the first day.... [ read more ]

In-Store Marketing Expo

Held each year by the In-Store Marketing Instutute, the In-Store Marketing Expo focuses on designers and builders of displays but also includes some manufacturers, brokers, and promotion agencies. The exhibition includes nearly 200 suppliers each with their own marketing strategies. There is also a long list of seminars presented by industry experts with topics ranging from competing with private labels to accountability in retail media.... [ read more ]

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

You won't find the secrets to motivating the middle 60 percent in this book, but you will find ample reasons why you should try. Drawing on their years of management consulting experience and academic research, the authors provide compelling evidence that profit and growth can be directly linked to both customer and employee satisfaction. They also provide a macro recipe for "capitalizing on the service profit chain," including management, marketing, operations, and measurement strategies.... [ read more ]

Aftermarketing: How to Keep Customers for Life Through Relationship Marketing

Describes all of the processes necessary for customer retention at both large and small businesses. This book comes closer than any other to addressing all the elements of the New Marketing spelled out in this article.A relevant guide for managers, retailers, educators and students, Aftermarketing is applicable to product and services, consumer and industrial markets, and both the profit and non-profit sectors.... [ read more ]

Relationship Marketing: Bringing Quality, Customer Service and Marketing Together

This book, which broke ground six years ago by outlining relationship marketing, provides an excellent overview. The book is intended for all marketing managers coming to terms with doing business in turbulent markets and facing up to strategic quality and customer services issues. However, it lacks implementation details and doesn't take into account advances in Internet and database technology that have taken place since its publication.... [ read more ]

Relationship Marketing for Competitive Advantage: Winning and Keeping Customers

A collection of articles from some of the nation's leading academic researchers on all aspects of customer retention, including internal and external marketing, employee motivation, and long-term relationship-marketing strategies. Best for those who want to understand the internal as well as external marketing issues involved with one-to-one marketing, as well as those who want an international perspective.... [ read more ]

Friendship Marketing: Growing Your Business by Cultivating Strategic Relationships

This book puts marketing on the most personal, one-to-one level by identifying the elements of friendship and relating them to business relations. Using dozens of real-life examples, the author shows how building relationships is the key to business development and personal fulfillment. It has little to do with technology, but everything to do with sales techniques.... [ read more ]

Advertising Age

Advertising Age is a leading industry source for marketing, advertising, demographic, and media news and analysis.... [ read more ]

Brandweek

Brandweek is the leading source of news and information in the U.S. marketing industry and the only trade magazine to offer saturation coverage at all levels of the brand-activation process. Special Reports including Marketers of the Year, Next Generation Marketers (under 40), Guerrilla Marketers and Superbrands, covering the Top 2,000 brands that spend $250 billion on media in the U.S. each year. Brandweek covers the world of brand identity marketing from big-budget ad campaigns to under-the-radar "street" efforts. An indispensable marketing magazine that is a vital part of the marketer's tool kit, Brandweek gives its busy readers valuable competitive information and insights for bringing new products and ideas to the global marketplace. ... [ read more ]

DM News

The DMNews franchise today includes the weekly print edition of DMNews, serving a BPA-audited circulation of 50,000 qualified recipients, along with this Web site, www.DMNews.com, and seven e-mail newsletters. These online editions collectively reach hundreds of thousands of readers per month. Over the years, DMNews has been highly successful in creating new print and online media products that reflect the new trends and technologies in marketing. The DMNews team of professional journalists, as well as contributions from key industry professionals, is uniquely suited to provide comprehensive coverage of the convergence of direct, database and online marketing and advertising.... [ read more ]

PROMO Magazine

PROMO Magazine provides insights into using promotion marketing as a strategic, measurable component of an overall marketing mix. PROMO editors take a "What Works and Why" approach to their coverage, informing readers about important trends, issues, news, and deals through corporate profiles, trend pieces, sector-specific departments, single-topic supplements, and exclusive research projects. ... [ read more ]

Target Marketing

This publication covers an extensive range of direct marketing topics. It includes regular features on lists and sources, recommendations of "hot lists" and information on newly published lists. Most issues have feature articles related to choosing and using lists. Target Marketing is self-described as "the how-to publication of the direct marketing industry," circulation over 42,000. ... [ read more ]

Mass Affluence: 7 New Rules of Marketing to Today's Consumer

Mass Affluence explores the idea that "Mass Marketing is back" but with a new target and a fresh approach that companies ignore at their paril. Nunes and Johnson argue against the old mass-marketing concepts of the 1950s and outlines seven new rules for capturing this newly discovered ignored market.... [ read more ]

Incentive

Incentive is the only publication devoted exclusively to motivation and performance improvement through the use of incentive programs and consumer promotions. We are a FIRST-READ for executives looking to improve company performance and a FIRST-BUY for advertisers looking to reach the most qualified incentive buyer decision-makers. The Incentive advantage is a direct result of more than 100 years of industry experience coupled with the highest subscriber qualification standards in the industry. Incentive helps both advertisers and subscribers reach their goals.... [ read more ]

How Consumers Think: Essential Insights into the Mind of the Market

In this book, author Gerald Zaltman builds on research from desciplines as diverse as neurology, sociology, literary analysis, and cognitive science in order to give insight into what happens within the complex system of mind, brain, body and society as consumers contemplate their needs and evaluate their products.... [ read more ]

Net Worth: Shaping Markets When Customers Make the Rules

Net Worth deals with the idea that Buyers are losing their patience and trust in sellers. By playing with the relationship between buisnesses and their customers, Hagel and Singer suggest readers to challenge their fundamental beliefs about marketing, brands, and value. ... [ read more ]

How to Turn Customer Service into Customer Sales

How to Turn Customer Service into Customer Sales is a complete handbook to improving your company's customer service. With its step-by-step procedures and easy to follow instructions, this book is beneficial for anyone who deals with research, hiring, training, execution, and follow-up within their company.... [ read more ]

Customer Equity: Building and Managing Relationships As Valuable Assets

The authors explain the strategies and tactics that make customer equity management work. They outline customer equity's three core strategies: customer acquisition, customer retention, and add-on selling. With very detailed how-to chapters this book is good for any business person looking to strengthen the bond between them and their customers.... [ read more ]

Branding Excellence 2009-2010

The Branding Excellence Conference, sponsored by the American Strategic Management Institute (ASMI) aims to teach companies how to market their brands for the "customer of the future." If offers best practices in brand management, ROI, and customer loyalty for enhanced brand appeal and recognition. ... [ read more ]

Promotion Boot Camp (formerly The Basics of Promotion Marketing Seminar)

The Promotion Marketing Association (PMA) seminar is taught several times a year at different locations. This is a well-rounded introduction taught by senior marketing executives and marketing law attorneys, with the focus primarily on consumer promotions. The conference is internationally acclaimed, and attracts a diverse group of attendees.... [ read more ]

Best Practices : Building Your Business with Customer-Focused Solutions

Best Practices shares how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profts. It focuses on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery. This book is good for managers in any business, in any industry.... [ read more ]

Sales, Marketing, and Continuous Improvement: Six Best Practices to Achieve Revenue Growth and Increase Customer Loyalty

Sales, Marketing, and Continuous Improvement, is a straightforward, example-filled guide that discusses the need to have sales and marketing as part of your improvement processes. With a step-by-step 6 phase guide, author, Stowell, offers practical guidance for avoiding common pitfalls. This book is good for anyone in a management position in any company, in any industry.... [ read more ]

Customer Loyalty: How to Earn It, How to Keep It, New and Revised Edition

Customer Loyalty explores the true meaning of customer loyalty and how to acheive it. Author, Griffin, outlines the seven stages of customer affinity and offers strategies for recognizing which fustomers have the potential to become a company's advocates. This book is helpful for business people in small or large product or service based companies.... [ read more ]

Total Customer Service: The Ultimate Weapon

"Total Customer Service" discusses how companies rarely become serivce leaders through blind evolution. Using case studies of companies who have been successful service leaders, readers will learn how to stay on top of the quality of their customer service in this ever-changing business environment.... [ read more ]

Customer Relationship Management Systems: ROI and Results Measurement

Customer Relationship Management Systems is an overview of author, Petersen's, experience in the field of strategic planning and the implementation of automation projects. This book will show you how to identify sources of justification for you project, determine readiness of your organization for the initiative, and much more.... [ read more ]

The Consistent Consumer: Predicting Future Behavior through Lasting Values

"The Constant Consumer" looks at the consumer patterns of the baby-boomer demographic as a jumping point to its claim that traditional age-base demopgraphic profiling is off the mark. This book will help you increase sales by understanding what consistently drives consumer spending decisions and enhances market shares by speaking to shared values and not just past actions. This book is perfect for people in management positions anywhere.... [ read more ]

Consumer Behavior

Consumer Behavior is a textbook that contains 32 short cases that will discues the many aspects of consumer behavior. This book is good for any business professional looking to learn more about consumers.... [ read more ]

Customer Retention: Keeping Your Best Customers for the Long Term

Reviews the economics and objectives of customer retention and argues that it’s easier and less costly to sell to existing customers than to new customers. The more customers you keep through active retention efforts, and the longer you keep them, the more profitable your company will be.... [ read more ]

Putting Trophy Value Into Your Gift Card Program

Gift cards have become an important corporate tool for reward and recognition. This paper looks at the growing use of gift cards and how to add to the "trophy value" of gift cards via communication, customization, and presentation.... [ read more ]

Customer Connections: New Strategies for Growth

Customer Connections discusses information and knowledge management technologies to connect with customers in a new way. This new model fosters collaboration and playing the right role in supply and demand chain. This book is good for any salesperson.... [ read more ]

Colloquy

This quarterly publication is devoted to frequency marketing and loyalty programs.... [ read more ]

P-O-P Times

An Official News Publication of the In-Store Marketing Institute Published 12 times a year, P-O-P Times serves the news and product information needs of buyers and users of in-store displays, signs and fixtures. Every month, it informs readers of the news, trends, and events that shape the use of P-O-P and the impact and effectiveness of in-store marketing. ... [ read more ]

Customer Relationship Management

Customer Relationship Management is the membership journal for the Society of Consumer Affairs Professionals (SOCAP). It features articles by SOCAP members and other experts on consumer affairs, customer service, customer loyalty, and customer relationship management.... [ read more ]

Customer Service Newsletter

Customer Service Newsletter reports on practical techniques for improving customer service operations. Topics covered include training, motivating staff, increasing performance, measurement, benchmarking, and using new technology. ... [ read more ]

Harvard Business Review

Harvard Business School Publishing (HBSP) was founded in 1994 as a not-for-profit, wholly-owned subsidiary of Harvard University. Its mission is to improve the practice of management in a changing world. HBSP does this by serving as a bridge between academia and enterprises around the globe through its publications and reach into three markets: academic, enterprise, and individual managers. ... [ read more ]

Engagement Strategies Magazine

Engagement Strategies focuses on what's new, how-to, and where to find products and services related to incentives, motivational meetings, and performance improvement. Its affiliated Web site, the Sales Marketing Network at www.info-now.com, offers comprehensive how-to and reference information.... [ read more ]

Annual Call Center Exhibition (ACCE)

The Annual Call Center Exhibition (ACCE) offers a variety of educational tracks and sessions presented in several different formats focusing on customer relationship management (CRM), call center management, and technology. The exhibit hall includes providers of a large range of solutions and services, including quality monitoring, information technology, and interactive voice recognition.... [ read more ]

Incentives and the Automotive Industry

This paper explores the different types of consumer, dealer, and aftermarket incentives used in the automotive industry. It also looks at how advertising agencies view incentives. It examines traditional incentive strategies and concludes with advice on program implementation.... [ read more ]

Increase Booth Traffic With Promotional Products

With the increase of postal rates over the past several years and dwindling advertising and promotional budgets, many companies are tempted to reduce or eliminate investments into pre-show mailings with promotional products in tradeshow settings. Is this a wise choice? The results of a 2004 study by Georgia Southern University indicates the answer is NO.... [ read more ]

Promotional Product Incentives Produce Valuable Referrals From Satisfied Customers

Marketers need not rely on their salespeople to elicit new leads for business. Existing customers are a gold mine for getting referrals—when they are asked! Through direct mail offers of promotional product incentives, marketers can leverage customer satisfaction and secure more valuable referrals. These findings are from a 2005 customer "referencing" study done by an advertising faculty at Louisiana State University and Glenrich Business Studies. *... [ read more ]

Incentive Research Foundation

The Incentive Research Foundation funds and promotes research to advance the science, enhance the awareness and appropriate application of motivation and incentives in business and industry globally. The goal is to increase the understanding, effective use and resultant benefits of incentives to businesses that currently use incentives and others interested in improved performance... [ read more ]

Policy Points

The agent loyalty program "Policy Points" is an on-line program that is customized around GMAC's brand. It was designed to build awareness, loyalty, web traffic and business among GMAC's agents and agency partners. Points are awarded for new business and business transfers.... [ read more ]

You've Got the Power

You've Got the Power was the third in a series of Lowe's employee initiatives designed to build credit card application growth and promote customer loyalty. The promotion successfully combined the power of merchandise incentives and cash to motivate a diverse workforce.... [ read more ]

Sony Sounds Great Promotion

At first glance, Pacific Bell Wireless targeted consumers considering the purchase of cellular phone service and cellular phones; however, a closer inspection revealed a highler level of marketing. Pacific Bell Wireless partnered with Sony Electronics and Ronald McDonlad House Charities in an effort to offer a very attractive value-added promotion that would capture the interest of consumers and communitites alike.... [ read more ]

A Chance to Flaunt Your Own Milk Mustache

More than 200 million game pieces were circulated on the caps of white milk gallons, supported by point-of-sale materials installed in participating grocery stores. Consumers collect game pieces for an opportunity to win a grand prize, promoted with the tag line, "Live Like a Milk Mustache Celebrity for One Year!" The winner gets his or her own milk mustache ad in a national publication, along with a trip for two to the October 2000 World Series, the January 2001 Super Bowl, and Hollywood. A milkshake date with Ivana Trump, his and hers mountain bikes, and a plethora of other prizes are also included. ... [ read more ]

Computer Game Updates Image, Builds Awareness

The game positioned Chex as fun for kids and gave it contemporary appeal by taking advantage of the growing number of home computers. The game was designed to be exciting so consumers would continue to play, generating additional brand impressions. ... [ read more ]

Cruise Builds Market Share, Brand Loyalty

John Deere agricultural dealers sell and service equipment and parts. Loans and leases through the company for these items generate profit and build brand loyalty. So it was logical that John Deere's first credit-related promotion would be designed to increase credit/lease acceptances, market share, and brand loyalty. ... [ read more ]

Ford Reaches Families Via Community Service Event

The month-long "Ford Family Days" promotion was developed to build consumer awareness of the Ford Windstar and other family-oriented models. The "Project KidCare" tie-in increased traffic for the final day of the promotion. ... [ read more ]

Jonny Quest Ratings Soar with Real-Life Adventure Contest

The contest gave 19 kids (10 from the U.S.) the opportunity to fly to an undisclosed destination to join forces and execute a secret mission. Additional prizes included "QuestWorld Adventure" gear, including backpack, flashlight/siren, travel journal, pen, glow sticks, and T-shirt. The network's Latin American and Asian divisions also participated in the promotion. ... [ read more ]

La Plaza

To meet Verizon’s mission of deepening their relationship with this key customer segment, the La Plaza program needed to deliver more targeted, creative offerings than typical loyalty programs that award customers points based on purchases. MotivAction kicked off the effort by conducting extensive research within the Hispanic marketplace to identify the core needs and interests of the community. Rooted in primary research, including valuable focus group feedback, La Plaza was structured to ensure that all incentives and communications were built around the core values of interest: education, job enrichment and standard of living, and personal safety and security. ... [ read more ]

NFL Pocket -Sized Helmet Gift with Purchase

Capturing the fervor of football season and the unrelenting passion an NFL fan has for his or her team, Coca-Cola together with Riddell, Inc. offered consumers a mini NFL replica helmet. This helmet fit onto a 20-ounce Coca-Cola bottle. With the purchase of two 20 ounce Coca-Cola products, consumers received a free pocket pro helmet (valued at $2.99). The promotion was initiated in January, peak football season, creating a chase aspect. The challenge for the consumer was to collect all 31 NFL teams, and they were urged to do so through visually dramatic POS products. Store Manager Incentive Contests were implemented in some stores, with the prize being a 36 unit mini-helmet case to display all 31 NFL team helmets. ... [ read more ]

Promotion Creates Bull Market For Palm Restaurants

Every time they dined at The Palm, customers received a random selection of three "steak certificates" for a specific number of shares in a company listed on the New York Stock Exchange (NYSE). Diners could open an account, make deposits, and receive dividends as they built their "portfolios." The accounts were identified by home telephone numbers. Customers could accumulate certificates and mail them in at the end of the promotion or deposit them when leaving the restaurant. ... [ read more ]

Retro Diner's Tasting Boosts Sales 18%

To build consumer awareness and boost sales, the company developed a "Mobile Marketing" program. The centerpiece was two vintage Airstream trailers that had been converted into Marie Callender's Mobile Diners. During a 19-week period, the two diners were used to make sell-in presentations to key retailers in six markets, as well as deliver "home cooked" samples to consumers. ... [ read more ]

Superheroes Bolster Best Western's Business

Each year, the program is fine-tuned. For example, one year the promotion focused on comic-book renderings of the Superheroes for premiums and point-of-purchase materials, rather than newer, animated versions. ... [ read more ]

The ''Wilder Side of Milk''

To capture the attention of young consumers and their moms, point-of-purchase displays announcing the "Wilder Side of Milk" sweepstakes featured a chocolate-colored mountain bike sporting cow spots and the "Got Milk" logo, and special edition remote control Monster Trucks. ... [ read more ]

The Purina Pet Starter Kits

Owning a new pet can be an overwhelming experience for any consumer. Young families, in particular, often have many conflicting responsibilities and little time to spare. Purina focused on simplifying these responsibilities for the new pet owner by offering them a complete starter kit that contained everything they needed to care for their pet.... [ read more ]

Young Customers Connect Via Mountain Dew's Beeper Offer

In spite of Mountain Dew's strong market position, Pepsi-Cola wanted to build the brand's loyalty, attract new customers, and keep the growth rate above the industry average. To achieve those goals, the company developed the "Extreme Network" promotion, which offered a beeper in exchange for 10 Mountain Dew proofs of purchase, $29.99, and $5 for shipping and handling. The numeric pagers came with six months of free service. Total value: $125. ... [ read more ]

Whole Latte News

The morning newspaper and a cup of steaming coffee are natural partners. When six new coffee shops opened in downtown Traverse City within twelve months, the Traverse City Record-Eagle decided to take advantage of this "morning" momentum. Working with Nouveautes USA, the paper offered gourmet coffee to new and old subscribers who signed up for twelve months of Record-Eagle home delivery using automatic bill payment. The "Whole Latte News" consumer offer targeted well-educated, business professionals with an annual household income of $50,000 or more. The choice of incentive, gourmet Gevalia® coffee (distributed exclusively by NouveautesUSA™), helped drive home the core selling point of the campaign – the price and duration of the E-Z Pay subscription. For $12.00 per month for 12 months, new customers received 12 packs of Gevalia® coffee. ... [ read more ]

Exceeding Customer Expectations

Based on the business practices and history of Enterprise Rent-a-Car, this book focuses on how the company has achieved financial results by creating happy customers, successful business partnerships, and an engaged and motivated workforce. It discusses the relationship between the company's employee satisfaction, retention, and profitability, and shows how Enterprise makes and reinforces those connections. ... [ read more ]

Promotional Products—The Key Ingredient to Integrated Marketing: How Promotional Products, Print and Television Advertising Impact Consumer Perception

Many traditional forms of advertising and promotion are losing ground to newer media. This trend presents opportunities for the promotional products medium. However, very little research exists documenting the effectiveness of promotional products when compared to and combined with other traditional forms of advertising such as television and print.... [ read more ]

The Relationship Advantage: Become a Trusted Advisor and Create Clients for Life

Corporations, it seems, are always seeking the ""silver bullet"" that will create intimacy with customers. But most efforts fail from the moment they begin, say respected consultants, Tom Stevenson and Sam Barcus. The reason? Accountability for program leadership is placed on the sales force rather than on the executives and senior managers who have a more seasoned business perspective. For the first time ever, Stevenson and Barcus outline the relationship-building processes used successfully by professional consulting firms. Sales professionals in other industries will learn never-before-published explanations and documentation regarding consulting firm approaches and techniques.... [ read more ]

Sovereign Referrals and Rewards

Sovereign Bank realized that it needed to streamline its customer referral process and provide its almost 11,350 Team Members at nearly 750 community banking offices with a compelling reason to increase their referral activity.... [ read more ]

PMA Basics Of Promotion Marketing Workshop

Basics is the internationally acclaimed two-day seminar designed to develop your skills in all aspects of promotion marketing, including promotion strategy, law and all tactical elements of promotion. Marketing professionals who are beginning a career in promotion or integrated marketing, switching careers to promotion or integrated marketing, and are ready for more responsibility, bigger challenges and greater achievement in all aspects of promotion marketing should defiantly attend this seminar. ... [ read more ]

Subaru Club Card Increases Sales By 10 Percent

Subaru wanted to increase sales of the Subaru Impreza WRX STI and encourage customers to purchase after market accessories and service for their new vehicles at Subaru dealerships based in Canada. The challenge was to capture consumers’ attention.... [ read more ]

The Economics of Engagement

The cost of employee disengagement to U.S. companies in terms of lost productivity, accidents, theft, and turnover is estimated to be as much as $350 billion per year. Disengaged workers are often absent (even when they are at work), disconnected, and often pessimistic about change and new ideas. They have high rates of absenteeism and tend to negatively influence those around them. Engaged workers, on the other hand, are significantly more productive, interact more positively with other employees and new hires, and are much more likely when they interact with customers to create relationships that generate loyalty and increased business. This white paper looks at the best measures available for building engagement among employees along with looking at the ROI for investing in those measures as a way for managers to demonstrate the economics of engagement to top executives.... [ read more ]

The Economics of Engagement

In today's economic environment, employers are struggling to find every advantage possible to thrive, grow or simply to stay in business. For most US based organizations payroll represents the largest expense. Advantages therefore, come first and foremost through better talent management.... [ read more ]

Customer Inspired Marketing: Change the Game and Become the Brand They Really Love

A former senior level marketing executive at companies such as Macy’s, Eastman Kodak and Bank of America, author Aubryn Thomas has learned why certain brands generate energized reactions from customers and how these brands remain profitable by out-thinking the competition instead of overspending. In "Customer Inspired Marketing," Thomas has created an 8-step plan for companies to follow in order to create a successful marketing/branding campaign. ... [ read more ]

Capitalizing on Voice of Customer: The only metric that impacts other metrics…

“Why is customer loyalty and engagement important? The biggest reason is that customer engagement is the only metric that impacts other metrics typically measured by a company. As one industry expert noted, When customer engagement slides, so do a great many other outcomes, including future sales, growth and profit. Obviously, engaged customers are the best customers for a company to have. Eight of ten executives believe their company loses sales each year because of failure to create engaged customers, and 80% say that engaged customers are critical because they recommend products or services.” Excerpted from ‘Capitalizing on Voice of Customer,’ Published by Allegiance (www.allegiance.com) ... [ read more ]

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