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Travel Marketers: Does Your Loyalty Program Experience Miss The Mark?

April 20, 2015 by Kerry Bodine

Travel Marketers: Does Your Loyalty Program Experience Miss The Mark?

Within the highly competitive travel industry, companies are under immense pressure to differentiate their offerings, solidify their brand in positive customer memories, and generate lasting customer loyalty. But sometimes this exuberance inadvertently leads to communications and interactions that degrade the experience of travel companies’ most loyal customers. Those that want to keep their best customers (Read More...)

How To Design Your Loyalty Program Customer Experience

November 10, 2014 by Kerry Bodine

How To Design Your Loyalty Program Customer Experience

In a previous post, I talked about the need for loyalty program interactions to be both useful and easy. In other words, loyalty programs need to provide some utility or help someone accomplish a task (whether that’s saving money, getting a free TV, or getting exclusive access to an event). And the process of doing (Read More...)

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How Loyalty Program Rewards Impact Customer Perceptions

October 13, 2014 by Kerry Bodine

How Loyalty Program Rewards Impact Customer Perceptions

In a recent post, I talked about the increasing complexity of loyalty programs — and how the earning schemes that marketers employ can influence customers’ perceptions of not only the program, but of the brand itself. However, it’s not just loyalty program inputs that have gotten complex. Program outputs — the rewards that customers get (Read More...)

How Loyalty Program Earning Schemes Impact Customer Perceptions

September 29, 2014 by Kerry Bodine

How Loyalty Program Earning Schemes Impact Customer Perceptions

Loyalty programs have gotten increasingly complex in recent years. As companies fight for share of wallet, simple sandwich punch cards have been replaced with complex point earning schemes, tiers of status upgrades, and labyrinths of prize redemption. The result is that loyalty programs have grown as a proportion of the overall interactions a customer has (Read More...)

The Connection Between Loyalty Programs & Customer Experience

September 12, 2014 by Kerry Bodine

The Connection Between Loyalty Programs & Customer Experience

Over the years, I’ve talked a lot about customer loyalty — the type of behavior that results from great customer experiences and drives additional revenue through repeat purchases and word of mouth. What I haven’t talked about so much are loyalty programs — initiatives that are specifically created to encourage repeat business. Loyalty programs and (Read More...)

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