Program Metrics: How to Measure Program Impact? In each program (either Loyalty and/or CX Program), you'd want to score what your program performance is. Ideally, you relate performance to your goals and how well you achieve those. There are also some generic KPI's for program's that can inspire you to monitor and optimize performance. In a short series of articles,…
The pandemic economy has led to a strongly increased awareness and a strong reactivation of loyalty and retention programs by marketers globally. We see that 2 trends reinforced each other, leading to a significant higher demand of loyalty and customer experience management expertise and tools. Trend 1: Renewed priority of current customers A renewed consideration of the importance of existing…
Managing risks of Social Media-strategies Social Media offer effective access to high interest (potential) customers. Brands and stores have however learned that the days are over in which you could grow that audience organically. Great content helps to collect followers, but it’s not sufficient anymore. Sometimes, a post reaches less than 5% of your own followers if it is not…
When it comes to order tracking, consumers tend to check the order status 4.7 times per order. Most webshops leave that service to couriers like DHL, Fedex, Royal Mail, PostNL, DPD, Deutsche Post, or Parcelhub and just pass on the track & trace code to their customers. It takes a few moments to realize that, at an average number of…
Now there is an impressive extension to 'regular' traveler loyalty programs as issued by airlines, hotels and travel organizations: The Maldives are the first country in the world to launch its own hospitality loyalty program. It's called the 'Maldives Border Miles' program and it will have 3 tiers: Aida (Bronze), Antara (Silver) and Abaarana (Gold), all names coming from Divehi,…
In a new report, Deloitte Digital mentions that 'Innovative Rewards' are one of the "6 emerging digital trends in the post-Covid world". They mention that: 'stimulating social behavior to provide tangible and relevant offers to your customers by developing deep and rich consumer insights to truly understand the desired customer value exchange'. Unfortunately, they don't explain (yet) what this is…
TL;DR Brands need customer loyalty programs because they need to manage the - increasingly important - customer experience, grow differentiators in times of fast changing brand preferences and collect and use data to be able to deliver personal relevant experiences. The best method by far to collect that data is a customer loyalty program. Marketers can actually manage Customer Experience…
Brand Personality: there's no Marketing Conference without a guru talking about what you can do to develop the most impressive Brand Personality for your company. But does Brand Personality really deliver a higher customer loyalty? Does it deliver more revenue? While both academic marketing literature and many popularized marketing books describe a whole range of benefits of creating a strong…
It just came to our attention that a growing group of companies in the US starts to 'celebrate' Rewards Points Day. South-West Airlines being one of them, this group of companies wants to increase consumers (well... members) that they have unused points in their loyalty account that represent actual value, and they'd better use that value before it expires. A…
It’s holiday season again and you can profit from that. As a retailer or as a brand. The holiday season is a great opportunity to grow and expand your loyalty program and to profit from the investments that you have already made in it. Everyone, from low frequency shoppers to brand advocates, is excited to buy in these months and…
"We want something unique! We like new features. We need to differentiate." Clients ask us to support them to be successful in influencing customer behavior. Of course, programs that successfully influence behavior and that represent a specific 'unique' brand, product or service will need to be unique too. Right? Wait a minute… is that actually true? We took a few…
In collaboration with our fantastic UK partner 'The Marketing Innovation Group', we have launched a GDPR Module for the VEMT Loyalty Marketing Cloud to address (potential) challenges that many of your clients have in dealing with this new European legislation. GDPR key requirements Single customer view The issue for most businesses is the inability to identify and consolidate the many…
Working with Clang means you choose to work with one of the market leading e-mail marketing platforms of these days. So you are serious about your digital marketing. Are you ready to consider making the next step and adding VEMT Loyalty to your Clang e-mail marketing? This combination refreshes your email marketing with addition of a Customer Loyalty program, considerably…
MS Mode is famous for continuously improving on their Customer Loyalty Program. After version 1 was replaced with a much more extensive version 2 in early 2016, already now, making use of technology improvements, better insights and a new organizational context, version 3 was launched. The MS Mode Management acknowledges the commercial and business value of customer data so, in the…
By Jeroen Nas In the last weeks, big names made interesting statements: Elon Musk announced a company called 'Neuralink'. It is supposed to free us from the limited capacity interface our brains have with the outside world. Now human output is limited to speaking or writing, which delivers a limited amount of words/minute, while we are capable of thinking much…