Customer Loyalty Programs

Customer Experience Management

Study: Loyalty programs need to reward social good

Loyalty program members are increasingly interested in rewards for social good, according to the 8th annual Australian customer loyalty and loyalty program research study, For Love or Money 2020.

Strategy

Customer loyalty in the time of COVID-19

Customer loyalty programs have become a ubiquitous aspect of brand marketing, adopted as much for their efficiency in harvesting customer data as for their ability to keep customers buying. So what value does a loyalty program hold when a customer can no longer transact? And how can a brand ensure its loyal customers are still loyal once restrictions are lifted?

Strategy

City Tattersalls Club finds the bonus in new digital loyalty scheme

As physical cards and coupons are becoming obsolete, new technology like mobile wallets, are changing the way customers are interacting with brands. City Tattersalls Club, a 120-year-old social club located in Sydney’s CBD, saw the limitations of using traditional vouchers and cards and decided it was time to embrace customer loyalty in the digital realm.

Measurement & Analytics

Consumer watchdog calls for major reforms to customer loyalty programs

The data practices of loyalty programs must stop automatically linking members’ payment cards to their loyalty scheme profiles and changes are needed consumer and privacy law, according to the Australian Competition and Consumer Commission’s (ACCC) final report into customer loyalty schemes.

Customer Experience Management

Report: Promotional offers confusing brand message to consumers

Customers are increasingly empowered in their purchasing, and yet they continue to get lost in the promotional fray from brand messaging, according to the AIMIA Global Emotional Loyalty Study. Loyalty solutions business, AIMIA says transactional loyalty is not enough and the challenge is for brands to build one-to-one emotional connections with customers to increase visits and transactions and drive growth.

Digital Marketing

TheFork plates up new website and app for local diners

​Online restaurant reservation platform, TheFork, has joined one of the world’s largest networks for online restaurant bookings and, at the same time, introduced a new mobile app and launched a new loyalty program, Yums.

Digital Marketing

Loyalty programs respond to ACCC draft report

Submissions are now closed following the Australian Competition and Consumer Commission's (ACCC’s) draft report highlighting a number of concerns about customer loyalty programs, in particular the sharing of consumer data without consumer knowledge.

CMO50 2019 #7: Dean Chadwick

It’s a solid mantra for any CMO to live by: Practice company success first, and business unit success second. And at Virgin Velocity, that’s exactly what marketing chief, Dean Chadwick, strives to do every day.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Blog Posts

How to design for a speculative future

For a while now, I have been following a fabulous design strategy and research colleague, Tatiana Toutikian, a speculative designer. This is someone specialising in calling out near future phenomena, what the various aspects of our future will be, and how the design we create will support it.

Katja Forbes

Managing director of Designit, Australia and New Zealand

The obvious reason Covidsafe failed to get majority takeup

Online identity is a hot topic as more consumers are waking up to how their data is being used. So what does the marketing industry need to do to avoid a complete loss of public trust, in instances such as the COVID-19 tracing app?

Dan Richardson

Head of data, Verizon Media

Brand or product placement?

CMOs are looking to ensure investment decisions in marketing initiatives are good value for money. Yet they are frustrated in understanding the value of product placements within this mix for a very simple reason: Product placements are broadly defined and as a result, mean very different things to different people.

Michael Neale and Dr David Corkindale

University of Adelaide Business School and University of South Australia

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