Call Me Loyal
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Call Me Loyal
Loyalty, Ad-Tech and Innovation that Drives Customer Devotion
Curated by ICLP Sydney
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Study: 97% Of Aussie Customers Would Cheat On Their Favourite Retailers - B&T

Study: 97% Of Aussie Customers Would Cheat On Their Favourite Retailers - B&T | Call Me Loyal | Scoop.it
A new study has found we're a nation of cheats! It sounds like it's 10 Hail Marys and bed without dinner for all of us.
Alexa Hien's insight:

How come Australians don't feel the love when it comes to their favorite retailers? Are our expectations too high, or are retailers simply not providing the level or service & rewards we deserve?

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The latest hot customer loyalty space: Cannabis sales (10 Aug 2016, The Wise Marketer)

The latest hot customer loyalty space: Cannabis sales (10 Aug 2016, The Wise Marketer) | Call Me Loyal | Scoop.it
The advent of legal marijuana in US states such as Colorado and Oregon has had the interesting side effect of allowing retail analysts to observe, in real time, how a brand new retailer industry sets about identifying and marketing to its best customers. What was once an illega
ICLP Sydney's insight:

Proof positive that Loyalty & CRM have applications in pretty much any business context where customer devotion needs to be fostered.

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McKinsey: How Blockchains Could Change the World

McKinsey: How Blockchains Could Change the World | Call Me Loyal | Scoop.it
ICLP Sydney's insight:

Defnitely worth a read if you're grappling with The Blockchain, blockchains, smart contracts or digital currency...

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Millennial Loyalty Statistics: The Ultimate Collection

Millennial Loyalty Statistics: The Ultimate Collection | Call Me Loyal | Scoop.it
Millennials and loyalty - is it possible? Is Generation Y open to brand loyalty? Yes, but it's complicated. Check out our collection of statistics.
Alexa Hien's insight:

In this article you will find everything you will possibly want to know about Millennials & loyalty.

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How Retail Giants Have Changed the World of Loyalty Programs So Far in 2016?

How Retail Giants Have Changed the World of Loyalty Programs So Far in 2016? | Call Me Loyal | Scoop.it
Amazon innovation lies in the fact that they can perfectly adapt to their customers’ needs, and provide them the most convenient, fastest and most delightful experience. In this case, they reduced the hassle of weekly shopping to just a few clicks!  
Alexa Hien's insight:

There are definitely lessons to be learnt from leading loyalty programs like Starbucks and Amazon.

 

Did you know? 

Starbucks' members hold $1.2 Billion (USD) in the app, up there with the major banks in the US. They also recently changed their rewards structure from 'number of transactions' to 'dollar spend' to truly reward customers

 

Amazon takes customer service to the next level, offering top members an online grocery store (live in US and now UK market). This allows members to avoid weekly shops whilst enjoying all the Amazon smarts (auto-refills, payment, delivery, etc).

 

Mc Donalds will launch a program later this year, mobile based of course with personalised messages pushed to lapsing members.

 

Program mechanics are getting smarter, mobile becomes critical and ensuring to use customer data in a relevant and meaningful way is key to truly make a difference to users.

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The future of retail is pretty weird

The future of retail is pretty weird | Call Me Loyal | Scoop.it
THE future of retail is like a bad movie sequel. This time, it’s personal.
ICLP Sydney's insight:

In case you missed it, a couple of AUs bigger retailers talk about retail experience and loyalty drivers. A bit of a ramble but quite an interesting read.

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How the blockchain will enable self-service government

How the blockchain will enable self-service government | Call Me Loyal | Scoop.it
Blockchain could be critical for governments implementing responsive open data
ICLP Sydney's insight:

If you're still grappling to get your head around Blockchain, read this and then you will know. Powerful implications for loyalty here too.

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Why Transparency Is The Key To Success

Why Transparency Is The Key To Success | Call Me Loyal | Scoop.it
No one wants to feel like they're talking to a used-car salesman. Make your customers love you by trusting you.
ICLP Sydney's insight:

"Think about your company as a person and you'll make the right decisions." Instinctively we all know that this is good advice. Nice to be reminded, thanks.

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Amazon's anticipatory shipping: Innovative or insane?

Amazon's anticipatory shipping: Innovative or insane? | Call Me Loyal | Scoop.it
ICLP Sydney's insight:

This is quite an old piece of news, but 2 years on I'm still intrigued and hope to see Amazon going for it ... it's an example I use a lot in discussions around big data and predictive analytics. That is: Minority Reports central theme of pre-cognition applied to retail - Anticipatory Shipping (aka sending me shit I never ordered because you know me so well) - love it.

 

(Yes, I promise I will never mention Minority Report again in relation to marketing innovation).

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How Russia's New Facial Recognition App Could End Anonymity

How Russia's New Facial Recognition App Could End Anonymity | Call Me Loyal | Scoop.it
FindFace's technology may one day allow anyone to identify you with their phone.
Alexa Hien's insight:

Scary.

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Loyalty is not just about sales

Loyalty is not just about sales | Call Me Loyal | Scoop.it
He said many retailers were sitting on vast amounts of data but mining this data to personalise offerings to customers, which he said was the key to loyalty, was challenging when many retailers were wary of the accuracy of their own information.
Alexa Hien's insight:

Jerry is making some very valid points in his statement, but his opinion of instant gratification vs. rewards over time is very black and white. Shouldn't a good program consider both and encourage and reward long term loyalty?

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What is a Content Marketing Strategy?

What is a Content Marketing Strategy? | Call Me Loyal | Scoop.it
Learn what a content marketing strategy is and why it is essential that you create one to improve your content marketing efforts.
ICLP Sydney's insight:
Thought this was a great primer for content marketing.
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Corporations Aren't Recruiting Enough Weirdos

Corporations Aren't Recruiting Enough Weirdos | Call Me Loyal | Scoop.it
You want to hire the weird people who offer reserves of untapped, disruptive innovation, not the socially awkward types with big egos
ICLP Sydney's insight:

I really relate to this, we're trying to build a culture that embraces all types of people - and "Constructively Weird" just put into words what I've been thinking. 

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Five Ways AI Is Changing Marketing (And Why You Can't Ignore It): Strategy Head - B&T

Five Ways AI Is Changing Marketing (And Why You Can't Ignore It): Strategy Head - B&T | Call Me Loyal | Scoop.it
You have been warned about the pending impact of AI, and you are about to get warned again here. As a warning.
ICLP Sydney's insight:

Even though not really visible to the consumer yet, AI is starting to influence marketing as well. This article provides 5 reasons why.

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Writing “Ridiculously Good” Content | Visually

Writing “Ridiculously Good” Content | Visually | Call Me Loyal | Scoop.it
Alexa Hien's insight:

I like this infographic on how to write good content. These 12 steps aren't only relevant to write good articles, they are also helpful to consider for a good pitch.

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Perspectives on Loyalty Commerce | ICLP

Loyalty Commerce n. The art and science of making your loyalty programme work harder to remain relevant and attractive to members.
ICLP Sydney's insight:

Our team in Australia made a commitment to capture our perspectives on the current state of loyalty observed from the trenches. Past present and future (hint: future is not mobile, social and non-transactional rewards (that's now) - it is about distributed databases like blockchain, liquid programme currency and changing perceptions from customers on the use of their data. Grab a copy today!

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How fashion eCommerce brands can stave off the Amazon threat

How fashion eCommerce brands can stave off the Amazon threat | Call Me Loyal | Scoop.it
Fashion eCommerce brands will need to step up their game if they want to get ahead of marketing giants such as Amazon, writes loyalty and customer marketing specialist Jason De Winne.
Alexa Hien's insight:

Although Amazon isn't as big a threat in the Australian market (yet), this article still nicely summarises what is critical to succeed against marketing giants, including smart use of data, strategic use of discounts, money-can't-buy customer delight and convenience. 

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The marriage of Loyalty and Affiliate marketing

The marriage of Loyalty and Affiliate marketing | Call Me Loyal | Scoop.it
Loyalty is a large category within affiliate marketing in Australia, and these two individuals appear to have an ever growing attraction.
Alexa Hien's insight:

Worth a read to get your head around the impact affiliate marketing has on loyalty programs and vice versa - and what we can expect to see in this space over the next years.

 

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'Artificial intelligence will change consumer decision-making process', says Chris Stephenson - Mumbrella

'Artificial intelligence will change consumer decision-making process', says Chris Stephenson - Mumbrella | Call Me Loyal | Scoop.it
Within a decade marketers will have to worry more about the algorithm than emotion Chris Stephenson, chief strategist for media agency PHD, has predicted.
Alexa Hien's insight:

I wonder how artificial intelligence is going to impact the loyalty industry, especially in retail. Already we can see how technology is impacting the purchase journey, such as smart washing machines ensuring we don't run out of detergent. To set themselves apart, I predict a trend to establish emotional connections with customers first (to build brand preference), before data and algorithms are used to retain relationships in a functional, almost contractual way (think automatic refill); a simple, compelling proposition will be key and businesses who don't embrace data to drive customer experience with their brand will be left behind

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Mobile paves the way for multi-retailer loyalty adoption in US - Mobile Commerce Daily - Database/CRM

Mobile paves the way for multi-retailer loyalty adoption in US - Mobile Commerce Daily - Database/CRM | Call Me Loyal | Scoop.it
Coalition loyalty programs are gaining speed in the United States with multi-retailer programs such as Plenti, Spring and ShopYourWay substantially growing now that mobile technology has broken down geographical barriers.
ICLP Sydney's insight:

Interesting piece evaluating whether the rise of new mobilised 'multi-merchant' programmes might herald the tardy arrival of coalition programmes to the US market.

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Fitbit invests in mobile payments tech so you can buy stuff sans wallet

Fitbit invests in mobile payments tech so you can buy stuff sans wallet | Call Me Loyal | Scoop.it
Fitbit just bought wearable payments technology from Coin, but you won't likely see it in the 2016 product line.
Alexa Hien's insight:

Another example how technology is not only changing but merging industries. 

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Data suggests airports are wasting their time with mobile apps - Tnooz

Data suggests airports are wasting their time with mobile apps - Tnooz | Call Me Loyal | Scoop.it
New data suggests that airports may be wasting their resources by creating mobile apps, when other marketing efforts might produce more merchandizing ROI.
ICLP Sydney's insight:

Airport Loyalty is a subject close to our hearts with a number of interesting projects currently on the go. This piece suggests that Airports may not see the return on their mobile investments. Im my view it's actually early days to make a call, but some great data points.

 

...And here's the crux of the piece:

 

"For many airports in recent years, aeronautical revenue (fees charged to airlines) has either been static or in decline, when compared with passenger numbers, while revenue from retailing and other commercial activities (products and services provided to passengers) has grown significantly.

For example, Changi Airport Group’s 2015 report shows only 0.2% growth in passenger numbers, while aeronautical revenues contracted by 3.6%. However, “airport concessions and retail income” grew by 7%."

 

As is so often the case, the key is in finding sufficient value to share with customers and to make it supremely easy to access. No-one has cracked the code yet, but watch this space!

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How Technology Hijacks People’s Minds — from a Magician and Google’s Design Ethicist — Medium

How Technology Hijacks People’s Minds — from a Magician and Google’s Design Ethicist — Medium | Call Me Loyal | Scoop.it
Estimated reading time: 12 minutes.
ICLP Sydney's insight:

This really is a must read article from Tristan Harris on Medium. Scary insightful and very useful summary of how cognitive psychology is driving user experience.

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EasyJet's 'Sneakairs' with GPS VIBRATE to help direct wearers

EasyJet's 'Sneakairs' with GPS VIBRATE to help direct wearers | Call Me Loyal | Scoop.it
The Sneakair prototype (pictured) has been tested during the Barcelona Street Project with testers walking to landmarks such as Gaudi’s Casa La Pedrera and Casa Batllo’ in the Gracia area.
ICLP Sydney's insight:

Great example of using technology to enhance customer experience. But do we really want our shoes to tell us where to go? 

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U.S. Customer Loyalty Program Memberships Top 3 Billion For First Time,
2015 COLLOQUY Census Shows - Free Report at COLLOQUY.com

U.S. Customer Loyalty Program Memberships Top 3 Billion For First Time, <br/>2015 COLLOQUY Census Shows - Free Report at COLLOQUY.com | Call Me Loyal | Scoop.it
U.S. consumers hold 3.3 billion memberships in customer loyalty programs, the 2015 COLLOQUY Loyalty Census shows, a 26% increase over the number of memberships reported in COLLOQUY’s last census study in 2013.





COLLOQUY’s biennial report on the scope of U.S. customer ...
ICLP Sydney's insight:

That's 29 memberships with 12 active. Crikey Mikey!

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