CRM and loyalty programs

A day in the life of… Craig Unsworth, Group CEO at scale-up fintech Upgrade Pack – Econsultancy

Upgrade Pack works with global airline and hotel partners to match their available upgrades with users who want to purchase an upgrade. The process is simple, the upgrade is discounted, and Upgrade Pack works with companies who give membership to their most valued customers and employees. So, your bank or credit card issuer might offer Upgrade …

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A day in the life of… Michael Kalli, MD at ELLO Media, the customer engagement & loyalty agency – Econsultancy

ELLO Media is a marketing agency that specialises in customer experience and rewards. The agency’s proprietary technology and products are powered by The Dining Club Group, and include loyalty platforms. Michael Kalli is Managing Director and has been involved in well-known customer loyalty and engagement programmes such as Meerkat Meals, Vitality Rewards and Club Lloyds. …

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Amex’s acquisition of Resy a different approach to digital innovation for financial firms – Econsultancy

When it comes to how fintech and established financial institutions differ, much of the discussion centers around how firms are being challenged to improve their customer experiences and develop new financial offerings that appeal to changing consumer preferences. In many cases, established firms are buying innovation by acquiring fintech upstarts. Examples of this include BBVA’s …

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“Rumours of my demise have been greatly exaggerated” – Econsultancy

Building a personal relationship with the customer is one of the founding stones of loyalty. You can see this in any kind of environment, but for the sake of simplicity let’s take a familiar setting: your local pub. If you live in a countryside village in the middle of nowhere, you’ll have maybe one or …

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How I built… an online engagement platform – Econsultancy

Ben Nimmo is founder & CTO at Orlo, an online engagement platform. If you’re unsure of what an online engagement platform is, or have always wondered what it takes to create your own martech platform, you’re in luck. We caught up with Nimmo to find out more. What is Orlo? What made you create it? …

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Acquisition and retention – why don’t they communicate?

Huge amounts of data, and, cheaper and more impactful ways to utilise it, mean that communications can be more effective than ever. However, as an industry we have a tendency to personalise exclusively based on the audience and its interests, without considering the messages we have already shown them or the messages we will show …

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A successful loyalty scheme must offer more than pricing discounts

In a world where retailers understand the importance of keeping their existing customers and finding ways to have them come back to purchase repeatedly, the question needs to be asked why do so few invest in getting loyalty right?   Do retailers know what amazing loyalty programs look like? In reality, by its true definition, there …

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Six ingredients of a successful loyalty program

1.  “KISS” – keep it super simple: The ease in which customers can interact and engage with loyalty programs has heavy influence on its success/failure. For example, Walgreens’ multifunctional app sounds great, however, if it was confusing to use, and refilling prescriptions was a clunky experience, very little uptake would result. For simple and successful …

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Seedlip, Boomf & DeMellier on customer loyalty

One of the key panel sessions at Ometria’s Lifecycle ’18 conference this week was all about customer loyalty. Specifically, what makes a loyal customer, and how can ecommerce brands instil loyalty after the very first purchase? The speakers included Loretta Avanzi, head of retention at personalised gift company, Boomf, Rachael Emily Jones, head of ecommerce …

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Three trends shaping the future of customer engagement in marketing

What is the future of customer engagement? A few decades ago, the most effort that the average brand made to “engage” with its customers would be broadcasting a message at them via a billboard, magazine, or television ad. The best way to persuade customers to buy products was thought to be by proclaiming their greatness, …

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