Resources

Your payments data tells a story: ✅ Where your best and best potential customers come from. ✅ What they engage with. ✅ Why they convert (or don’t). In today’s data-rich era, data’s multifaceted value is rising. Regulatory measures are often seen as limiting data’s commercial potential in the payment industry, overshadowing broader growth opportunities. Payment product issuers should consider a five-step process to maximise the commercial value of the data they hold. ➤ Underst

63% of marketing decision-makers utilize automation in their email marketing. But are you using email automation in the most strategic way that benefits your business? Without a clear strategy or rooting in data-driven insights, you could be missing out on how email marketing can improve the customer journey. When looking at the role email marketing plays across the customer journey, it plays a dominant role due to its effectiveness and value. But to really make it work seaml

This episode of "Let's Talk Loyalty" is also available in video format on www.Loyalty.TV Loyalty Methods is the platform powering some iconic loyalty programs such as 7-Rewards, MGM Resorts and Western Union, and they have developed a unique approach to implementing mission-critical programs for huge programs like these. Joining me today to share these insights, as well as their background, methodology and some key success stories is Emil Sarkissian, CEO of Loyalty Methods. E

“The report of my death was an exaggeration”1 Coalition Loyalty programs, which allow members to earn and redeem points for shopping with multiple retailers, have been restructured in the last decade with new ownership and value propositions for their partners. The offer of ubiquitous reward points earning is as appealing as ever. If you are a business weighing the choice between buying ‘someone else’s points’ or ‘launching your own program’, consider the journey multi-partne

As Google and other platforms plan to ditch third-party cookies, businesses with a third-party data focus will need to rework their marketing strategy. Surprisingly, only 28% of businesses have a strategy for the death of third-party data cookies. If you’re still navigating the third-party data maze, it’s time to switch tracks to first-party data strategies to transform your marketing. Markus Nagel, Director of Strategic Data Consulting at Mapp, explained the importance of ze

Buyer motivation is the underlaying reason that drives everyday purchases. Fundamental to the success of any business is an understanding of such motivations. Only by understanding customer motives can companies tailor their sales & marketing efforts to better appeal to their target audience and thereby increase conversions. Such motivations are influenced by a variety of factors: practical needs, emotional desires, social pressures, status or prestige, convenience and im

Recognizing loyalty program members at the Point of Sale (POS) has been challenging for over 30 years. Large brands with their own loyalty program typically invest heavily to integrate the loyalty platform into one or more POSs, but for smaller and medium-sized companies, this is often out of reach in terms of cost and technical complexity. The result is that it can be difficult for a retailer to deliver a smooth customer experience when identifying their own loyalty pro

Navigating customer engagement can feel like a rollercoaster ride – one day, people are clicking on your emails and browsing your website, and the next day, they’ve switched to your competitor. It all comes down to the impression they get when interacting with your brand. Did they feel any value or satisfaction? Or are they getting those feelings from elsewhere? The strategy is simple: providing exceptional customer experiences that keep customers engaged in driving conv

To make your loyalty program a success the head, heart and pockets of the customer should be considered. The more horses you back in the race the better chance you have to win, so as good as discounts and points are at engaging customers, they may not be enough. This thinking takes us to loyalty psychology concepts. They play an important role in ensuring your customers pick you over your competitors when they choose. Sometimes even when the competitor is ‘do nothing’. If it

Today's episode of Let's Talk Loyalty and Loyalty TV features one of our favorite and most frequent guests on the show, Amanda Cromhout. Amanda is the Founder and CEO of Truth, a loyalty consultancy firm based in South Africa, and she is also well-known to you all, as a host of an episode every month of Let's Talk Loyalty. Most importantly this year, in 2023, Amanda was recognized globally and voted the International Loyalty Personality of the Year. Today, Amanda joins us on

Understanding your business’s performance isn’t just about crunching numbers on a report. It’s about connecting your digital activities with your overall business objectives. By evaluating success and monitoring campaigns using the right data at the right time, you can gain valuable insights. Full-fledged datasets in an all-encompassing database provide the metrics you need to develop meaningful business KPIs and set targets that drive your business forward. Yet, many digital

In this weeks episode of Let’s talk “a little” loyalty Tom reviews the original podcast where Paula was joined by Isobel Finlayson, Sustainability Lead for Mando Connect. Paula and Isobel share their ideas, insights, research and suggestions on practical ways that loyalty marketers can help. Sustainability is both an urgent and an important focus for businesses, and one that loyalty marketers can play an important role in supporting. Tom summarises some of the examples

One of the most important things for your brand is being individual and having a good reputation. Marketers have been aware of this for years and have been working diligently to contribute to this goal. Reputation is one of the most important key metrics in email. It’s why there’s currently a shift in the technical methods used to associate reputation with a brand. It’s essential to be prepared for these changes. In this article, I’ll explore what alterations are on the

A first of its kind loyalty program performance benchmarking service, will launch this September 2023. A free resource to the loyalty industry, the benchmarking service targets loyalty program managers from every industry from airlines, financial services, QSR, retail, grocery, business-to-business, fuel, retail, travel and more. The goal is to provide brands the ability to optimise their programs by comparing their brands own performance to those of other loyalty programs, b

A Loyalty Program Manager, a Marketing Manager and a Chief Financial Officer walked into a bar… Loyalty Program Manager to bartender (John Wanamaker): “Barkeeper, your best Champagne!” gestured the Loyalty Program Manager. Bartender: “What’s the occasion?” pausing his glass polishing. Loyalty Program Manager: “Our loyalty program is now one year old, 60% of our sales are from members, and 16% of customers have enrolled. Members are spending 4.5 times more than non-members; ti

Are click-through rates, visits, and visitors your usual go-to metrics when measuring customer acquisition campaigns’ performance? Maybe you look a layer deeper to understand conversion rates, net profit margin, and revenue. While these metrics tell you some insightful stories, it doesn’t exactly paint the full picture of your marketing impact – not when you’re trying to learn the value of each customer. That’s where the often-overlooked Customer Lifetime Value (CLV) metric c

Most people understand what incentives are and how best to use them, but they don’t understand why the entire industry came about. During the 1970s in most developed countries, the availability of goods and services exceeded demand for the first time. This meant that companies could no longer just put anything on the shelves and expect it to sell. Therefore, all types of marketing and sales disciplines started to evolve to incentivize and influence customer choice in ord

Tune in and catch Tom's brief overview from the original podcast hosted by Paula Thomas where she is joined by Jonathan Hopkins and Angus Frazer, co-founders of Sonder Media. Sonder Media is a consulting firm that specializes in identifying, valuing, and optimizing the media value of loyalty programs, and Tom will summarise the key insight from Jonathan and Angus who share their expertise on Loyalty’s high margin potential. The original podcast shows the power and poten

Apple’s iOS 15 mail privacy settings have made it challenging for marketers to rely on email open data when trying to understand their campaign success. As a big portion of tracked email opens no longer represent user behavior, it’s now ruled as an unreliable metric. But don’t panic – there’s an alternative accurate metric that’s more reliable when understanding your campaigns: the click rate. This metric can generally be relatively low, but before rushing over to adjus

The Point​ Australia is poised to follow Europe (with GDPR) and California (with CCPA) in tightening our privacy laws which will dramatically restrict how customer data can be harvested for digital marketing. The deafening ‘whoomph’ as first-party data fills this vacuum is already dividing the loyalty market into three distinct types of companies. The Drill Down​ Decide which you are and prioritise your investments to monetise or leverage data for customer lifetime value incr