| NEW EDITION |
| Exec. Summary |
| Contents |
| Samplers |
| Web updates |
| Search the text |
| Readers' log-in |
| Banking details |
| Loyalty news |
| Tell a friend |
| Contact us |
| About us |
| Pricing |
| Order now |
 |
| Contents of The Loyalty Guide 4 |
The Loyalty Guide 4 contains 1,000+ pages packed with new information, set out in 30 logically structured chapters, and is now provided electronically.
Chapter list (see below for full contents)
|
1 · Executive summary 2 · Loyalty's business case 3 · Coalition loyalty 4 · Loyalty operations 5 · Loyalty best practices 6 · Loyalty through engagement 7 · Loyalty rewards 8 · Loyalty data 9 · Loyalty tools & innovations 10 · Loyalty communications 11 · Loyalty metrics 12 · Loyalty reporting 13 · Loyalty's human aspect 14 · Loyalty through social media 15 · Loyalty to brands 16 · B2B loyalty |
17 · Market sizing & valuation 18 · Market trends & forecasts 19 · What the loyalty experts say 20 · Supermarket & grocery loyalty 21 · Retail loyalty 22 · Financial services loyalty 23 · Air travel loyalty 24 · Hotel & resort loyalty 25 · Travel & tourism loyalty 26 · Food, drink & recreation loyalty 27 · Telecoms loyalty 28 · Automotive & fuel loyalty 29 · Non-profit loyalty 30 · Loyalty in other sectors Appendix A · Loyalty suppliers |
| 1 | Executive summary |
| 2 | Loyalty's business case |
| 2.1 | Introduction |
| 2.2 | BUSINESS BENEFITS |
| 2.2.1 | Benefits of a good loyalty strategy |
| 2.2.2 | Thriving in a rapidly changing market |
| 2.2.3 | Loyalty programmes drive advocacy |
| 2.2.4 | Benefits of B2B loyalty |
| 2.2.5 | The best customers provide the bulk of sales |
| 2.2.6 | Most consumers enjoy loyalty programmes |
| 2.2.7 | New markets present a major opportunity |
| 2.3 | FACTORS INFLUENCING LOYALTY |
| 2.3.1 | Core offering |
| 2.3.2 | Satisfaction |
| 2.3.3 | Elasticity level |
| 2.3.4 | The marketplace |
| 2.3.5 | Demographics |
| 2.3.6 | Share of wallet |
| 2.3.7 | Other factors affecting loyalty |
| 2.4 | FINANCIAL ASPECTS |
| 2.5 | HOW LOYALTY PROGRAMMES PAY BACK |
| 2.6 | BCM: AN ALTERNATIVE STRATEGY |
| 2.6.1 | Introduction |
| 2.6.2 | Long term or short term? |
| 2.6.3 | The case for Best Customer Marketing |
| 2.6.3.1 | A new concept? |
| 2.6.3.2 | The introduction of loyalty programmes |
| 2.6.3.3 | How many customers are really profitable? |
| 2.6.3.4 | Customer-focused marketing: the long term view |
| 2.6.4 | The properties of Best Customers |
| 2.6.4.1 | What are Best Customers? |
| 2.6.4.2 | What makes a Best Customer? |
| 2.6.5 | Customer segmentation |
| 2.6.5.1 | What segmentation involves |
| 2.6.5.2 | Methods of segmentation |
| 2.6.5.2.1 | RFM |
| 2.6.5.2.2 | Deciles or quintiles |
| 2.6.5.2.3 | Thresholds |
| 2.6.5.2.4 | Demographics |
| 2.6.6 | The direct approach to BCM |
| 2.6.6.1 | Introduction |
| 2.6.6.2 | The Continuity Company |
| 3 | Coalition loyalty |
| 3.1 | Introduction |
| 3.2 | COALITION PROGRAMMES |
| 3.2.1 | Why a coalition programme? |
| 3.2.2 | Essentials |
| 3.2.2.1 | Rapid market penetration |
| 3.2.2.2 | Ability to deliver attractive rewards |
| 3.2.2.3 | Need to be the first |
| 3.2.2.4 | Build reliable communication channels |
| 3.2.3 | Advantages of coalitions |
| 3.2.4 | Challenges of a coalition programme |
| 3.2.4.1 | What about the grocer? |
| 3.2.4.2 | Who owns the data? |
| 3.2.4.3 | Loyal to programme or partner? |
| 3.2.4.4 | Reputation |
| 3.2.4.5 | Difficult to pilot |
| 3.2.5 | Typical application areas |
| 3.2.6 | Expanding a single programme into a coalition |
| 3.2.6.1 | Taking it to the next level |
| 3.2.6.2 | Prerequisites of expanding the programme |
| 3.3 | COALITION PROGRAMME CASE STUDIES |
| 3.3.1 | Air Miles (worldwide) |
| 3.3.1.1 | Air Miles (UK) |
| 3.3.1.2 | Air Miles (Canada) |
| 3.3.1.3 | Air Miles (Spain) - aka 'Travel Club' |
| 3.3.1.4 | Air Miles (Netherlands) |
| 3.3.1.5 | Air Miles (Middle East) |
| 3.3.2 | Aeroplan (Canada) |
| 3.3.3 | BonusLink (Malaysia) |
| 3.3.4 | eBucks (South Africa) |
| 3.3.5 | Fly Buys (New Zealand) |
| 3.3.6 | FlyBuys (Australia) |
| 3.3.7 | i-Mint (India) |
| 3.3.8 | iPoints (UK) |
| 3.3.9 | Malina (Russia) |
| 3.3.10 | Nectar (UK) |
| 3.3.10.1 | Nectar's database and IT systems |
| 3.3.10.2 | The history of Nectar |
| 3.3.10.3 | Nectar Business |
| 3.3.10.4 | Changes to the company structure |
| 3.3.10.5 | The Moorhead interview |
| 3.3.10.6 | Nectar's online portal: Nectar eStores |
| 3.3.10.7 | Nectar rewards and redemptions at-a-glance |
| 3.3.10.7.1 | Nectar earning opportunities for consumers |
| 3.3.10.7.2 | Nectar redemption options for consumers |
| 3.3.10.7.3 | Nectar earning opportunities for businesses |
| 3.3.10.7.4 | Nectar redemption options for businesses |
| 3.3.10.7.5 | Nectar's special interest clubs |
| 3.3.10.7.6 | Latest membership and redemption figures |
| 3.3.11 | PayBack (Germany) |
| 4 | Loyalty operations |
| 4.1 | Introduction |
| 4.2 | HOW A LOYALTY PROGRAMME WORKS |
| 4.2.1 | Keep your customers |
| 4.2.2 | Get new customers |
| 4.2.3 | Move customers up-segment |
| 4.2.4 | Deselect unprofitable customers |
| 4.2.5 | Recover defected customers |
| 4.2.6 | Increase Customer Lifetime Value |
| 4.2.7 | Best customer marketing |
| 4.2.8 | Build relationships |
| 4.2.9 | Create advocates |
| 4.2.10 | Adjust pricing levels |
| 4.2.11 | Respond to competitive challenges |
| 4.2.12 | Select stock lines effectively |
| 4.2.13 | Plan merchandising optimally |
| 4.2.14 | Reduce promotional and advertising costs |
| 4.2.15 | Select new trading sites |
| 4.3 | SECRETS OF A SUCCESSFUL LOYALTY INITIATIVE |
| 4.3.1 | Loyalty programmes are not a 'quick fix' |
| 4.3.2 | Accurate targeting |
| 4.3.3 | Gain consumer buy-in |
| 4.3.4 | Know your customers |
| 4.3.5 | Don't reward the wrong behaviour |
| 4.3.6 | Reward or recognise? |
| 4.3.7 | Spotting defection patterns |
| 4.3.8 | Customer lifecycles |
| 4.3.9 | Rewards should be attainable & affordable |
| 4.3.10 | Cost of programme must be recoverable |
| 4.3.11 | Good communications |
| 4.3.12 | Keep it simple |
| 4.3.13 | Results must be measurable |
| 4.3.14 | It should attract new customers |
| 4.3.15 | It should provide unique, hard-to-copy benefits |
| 4.3.16 | Empower the team |
| 4.3.17 | It should make life easy |
| 4.4 | CRITICAL CAPABILITIES FOR CUSTOMER LOYALTY |
| 4.4.1 | Develop and deliver a branded experience |
| 4.4.2 | Create and shape demand |
| 4.4.3 | Harness talent and technology |
| 4.4.4 | Foresight & insight mean marketing productivity |
| 4.4.5 | Drive marketing to meet performance objectives |
| 4.5 | THE STRUCTURE OF LOYALTY MARKETING |
| 4.5.1 | Best Customer Marketing |
| 4.5.2 | Access Pricing |
| 4.5.3 | Multi-partner programmes |
| 4.5.4 | Turnkey programmes |
| 4.5.5 | Bespoke programmes |
| 4.5.6 | CRM and One-to-One |
| 4.5.7 | Credit and debit card-based programmes |
| 4.5.8 | Stored value, prepaid and gift cards |
| 4.5.9 | Stealth programmes |
| 4.5.10 | Real-time targeting |
| 4.5.11 | Personal Relevance marketing (PRM) |
| 4.6 | THE LOYALTY TOKEN |
| 4.6.1 | How to choose the right loyalty token |
| 4.6.2 | Questions for choosing a loyalty token |
| 4.6.3 | Examples of different loyalty tokens at work |
| 4.6.4 | Current options for loyalty tokens |
| 4.6.4.1 | 'No token' programmes |
| 4.6.4.2 | Stamps |
| 4.6.4.3 | Vouchers |
| 4.6.4.4 | Coupons |
| 4.6.4.5 | Card-based programmes |
| 4.6.4.6 | Smart cards (chip cards) |
| 4.6.4.7 | Mobile phone-based loyalty |
| 4.7 | LOYALTY WITH PREPAID CARDS |
| 4.7.1 | Building loyalty with prepaid cards |
| 4.7.2 | How to set up a prepaid card programme |
| 4.7.3 | Successful users of prepaid programmes |
| 4.7.4 | Arguments for combined prepaid/loyalty cards |
| 4.7.4.1 | Gift cards offer a way ahead for retailers |
| 4.7.4.2 | UK gift card offerings to grow rapidly |
| 4.7.4.3 | Outsourcing as a retail opportunity |
| 4.7.4.4 | Gift cards are popular with consumers |
| 4.7.4.5 | Consumer gift card usage increasing |
| 4.7.4.6 | Gift cards favoured during hard times |
| 4.7.5 | Prepaid card suppliers and platforms |
| 4.7.6 | Prepaid card developments |
| 4.7.6.1 | Kroger gift card provides free groceries |
| 4.7.6.2 | Young adults given gift card incentives |
| 4.7.6.3 | Gift cards boost social network engagement |
| 4.7.6.4 | Sodexo's new gift card loyalty platform |
| 4.7.6.5 | Rite Aid rewards loyalty with gift cards |
| 4.7.6.6 | Sears Club offers gift card redemptions |
| 4.7.6.7 | Western Union boosts loyalty with gift cards |
| 4.7.6.8 | Pita Pit uses gift cards for loyalty scheme |
| 4.7.6.9 | Aeroplan's eStore opens gift card boutique |
| 4.7.6.10 | EA's loyalty-based prepaid debit card |
| 4.7.6.11 | Mobile phones link gift cards & loyalty points |
| 4.8 | PRICING STRATEGIES |
| 4.8.1 | Hi-Lo pricing |
| 4.8.2 | Everyday low prices (EDLP) |
| 4.8.3 | Profit-up-front pricing (PUF) |
| 4.8.4 | Access Pricing |
| 4.8.4.1 | How Access Pricing works |
| 4.8.4.2 | Forced, intense interaction |
| 4.8.4.3 | Minimise price gap perception |
| 4.8.4.4 | Golden handcuffs |
| 4.8.4.5 | Favour regular customers |
| 4.8.4.6 | Meaningful rewards |
| 4.8.4.7 | Differentiator |
| 4.8.4.8 | The future of Access Pricing |
| 4.8.4.9 | Will Access Pricing continue to work? |
| 4.8.4.10 | Which sectors could use Access Pricing? |
| 4.8.5 | Pricing strategy insights |
| 4.8.5.1 | Customer service is more important than price |
| 4.8.5.2 | Panic price cutting lacks consumer relevance |
| 4.8.5.3 | Consumers want real value, not low prices |
| 4.8.5.4 | Pricing can either attract or retain customers |
| 4.9 | CONSUMER AND LOYALTY INSIGHTS |
| 4.9.1 | Top retail customer loyalty pressure points |
| 4.9.2 | Loyalty scheme participation is rising sharply |
| 4.9.3 | British consumers famed for bargain hunting |
| 4.9.4 | Fraudsters stealing loyalty programme benefits |
| 4.9.5 | Value drives two-thirds of shopping decisions |
| 4.9.6 | Loyalty schemes' advantages in a recession |
| 4.10 | SHATTERING THE MYTHS OF CUSTOMER LOYALTY |
| 4.10.1 | In the beginning |
| 4.10.2 | Know the value of each customer |
| 4.10.3 | Shattering the myths |
| 4.10.3.1 | Myth 1: Retention up 5% boosts profits 25-80% |
| 4.10.3.2 | Myth 2: Most databases are adequate for loyalty |
| 4.10.3.3 | Myth 3: Loyal customers' positive word of mouth |
| 4.10.3.4 | Myth 4: Loyalty schemes solve attrition problems |
| 4.10.3.5 | Myth 5: More loyalty means higher market share |
| 4.10.3.6 | Myth 6: Satisfied employees create loyal customers |
| 4.10.4 | The truth is rarely pure and never simple |
| 4.10.5 | Three essential Loyalty Truths |
| 4.10.5.1 | Truth 1: Manage for selection first, then retention |
| 4.10.5.2 | Truth 2: Focus on customers' share of wallet |
| 4.10.5.3 | Truth 3: Learn the specific response patterns |
| 4.10.6 | Building a loyalty process |
| 4.10.7 | Implementing the loyalty process |
| 4.10.8 | Setting the record straight |
| 4.10.9 | The pursuit of loyalty can be highly profitable |
| 5 | Loyalty best practices |
| 5.1 | Introduction |
| 5.2 | LOYALTY BEST PRACTICES |
| 5.2.1 | Key attitudes of successful loyalty marketers |
| 5.2.2 | Principles that create highly loyal customers |
| 5.2.3 | Best practices to increase customer loyalty |
| 5.2.4 | Best practices to stop a loyalty scheme from stalling |
| 5.2.5 | Best practices for online customer loyalty |
| 5.2.6 | The six P's of customer loyalty marketing |
| 5.2.7 | Create loyalty through 'surprise and delight' |
| 5.2.8 | E-retailers must fight harder for customer loyalty |
| 5.2.9 | Trust & transparency build loyalty for Asda |
| 5.2.10 | Building loyalty in unconventional markets |
| 5.2.11 | Ten ways to win loyalty through customer service |
| 5.2.12 | The effect of long checkout queues on loyalty |
| 5.2.13 | Loyalty is on the cusp of a major revolution |
| 5.3 | LOYALTY MANAGEMENT BEST PRACTICES |
| 5.3.1 | Relationship model to predict customer loyalty |
| 5.3.2 | E-retailers could gain more loyalty from their data |
| 5.3.3 | E-retail loyalty depends on smarter testing |
| 5.3.4 | Supplier relationships impact customer loyalty |
| 5.3.5 | How to lower the cost of your loyalty scheme |
| 5.3.6 | Loyalty programmes can easily be recession-proofed |
| 5.3.7 | Common loyalty management platform failings |
| 5.4 | CUSTOMER RETENTION BEST PRACTICES |
| 5.4.1 | Customer win-back |
| 5.4.2 | Win-back strategies are not yet widespread |
| 5.4.3 | The top 11 rules for keeping existing customers |
| 5.4.4 | How to achieve a 91% customer retention rate |
| 5.4.5 | Ways to retain credit-crunched customer loyalty |
| 5.4.6 | Retaining customers in non-traditional markets |
| 5.4.7 | Increasing customer retention during a recession |
| 5.4.8 | Relating customer experience to customer retention |
| 5.4.9 | Customer experience makes or breaks loyalty |
| 5.4.10 | E-retail survival depends on customer retention |
| 5.4.11 | Factors driving female shopper loyalty |
| 5.5 | CUSTOMER RELATIONSHIP BEST PRACTICES |
| 5.5.1 | How to strengthen customer relationships in a crisis |
| 5.5.2 | How well-executed CRM increases sales |
| 5.5.3 | Consumer involvement is a retail opportunity |
| 5.5.4 | Keys to building stronger FFP relationships |
| 5.5.5 | What are the latest CRM best practices |
| 5.6 | CUSTOMER MANAGEMENT BEST PRACTICES |
| 5.6.1 | Best customer management strategy |
| 5.6.2 | Loyalty 2.0 actually links loyalty with customers |
| 5.6.3 | Factors driving loyalty in shopping malls |
| 5.6.4 | Better experiences provide a competitive advantage |
| 5.6.5 | Four recession-driven consumer segments identified |
| 5.6.6 | Recession proofing: clone your loyal customers |
| 5.6.7 | Differentiating loyalty schemes by customer needs |
| 5.7 | MARKETING BEST PRACTICES |
| 5.7.1 | Seven ways to halt marketing wastage |
| 5.7.2 | Recession-led focus on acquisition, not retention |
| 5.7.3 | Key to customer-centricity strategy |
| 5.7.4 | Assessing marketing channel profitability |
| 5.7.5 | How retail promotions can build more loyalty |
| 5.7.6 | A new level of marketing subtlety: north or south? |
| 5.7.7 | Cause-related marketing increases sales |
| 5.7.8 | Retailers embrace affiliate marketing strategy |
| 5.8 | E-MARKETING BEST PRACTICES |
| 5.8.1 | E-marketing strategies that didn't work |
| 5.8.1.1 | Why e-retailers are still failing at e-marketing |
| 5.8.1.2 | SMBs fail at recession-proof e-marketing |
| 5.8.1.3 | Critical insights lost through 'no-reply' emails |
| 5.8.1.4 | Current barriers to online buying |
| 5.8.2 | E-marketing strategies that do work |
| 5.8.2.1 | Technology can help fulfil shoppers' real needs |
| 5.8.2.2 | Search marketing is increasingly popular |
| 5.8.2.3 | Search marketing activity expected to grow |
| 5.8.2.4 | E-marketing relevance driven by DDM |
| 5.8.2.5 | E-commerce's new role in the customer experience |
| 5.8.3 | The growth of online lead generation |
| 5.8.3.1 | Online lead generation could revive retail sales |
| 5.8.3.2 | Q Interactive moves into UK online lead generation |
| 5.8.3.3 | Online lead generation drives catalogue sales |
| 5.9 | WEALTHY & LUXURY BEST PRACTICES |
| 5.9.1 | Lifestyle marketing is key to luxury retail |
| 5.9.2 | Affluence doesn't mean more for luxury retailers |
| 5.9.3 | Wealthy consumers also want lower prices |
| 5.9.4 | How can luxury brands survive a recession |
| 5.10 | GREEN MARKETING BEST PRACTICES |
| 5.10.1 | Green marketing strategy |
| 5.10.2 | Green marketing in practice |
| 5.10.2.1 | Green marketing has come into its own |
| 5.10.2.2 | Alternatives to 'eco-label' marketing |
| 5.10.2.3 | Green marketing drives more campaigns online |
| 5.10.2.4 | Who consumers trust most when 'going green' |
| 5.10.2.5 | 'Plant a tree' is actually a loyalty strategy |
| 5.10.3 | Consumer response to green marketing |
| 5.10.3.1 | Consumers balance 'green' with convenience |
| 5.10.3.2 | Eco-consumerism unaffected by the recession |
| 5.10.3.3 | The strength of Green customer relationships |
| 5.10.3.4 | Consumers overly-cynical thanks to greenwashing |
| 5.10.4 | Green marketing developments |
| 5.10.4.1 | UK DMA's free eco-tool for marketers |
| 5.10.4.2 | Aeroplan demonstrates a Green commitment |
| 5.10.4.3 | Goldpoints Plus members donated carbon offsets |
| 5.10.4.4 | Canadians get Air Miles for Green purchases |
| 5.10.4.5 | EcoPerks loyalty scheme aids green consumerism |
| 5.10.4.6 | Shoppers 'bagging' more Green rewards points |
| 6 | Loyalty through engagement |
| 6.1 | Introduction |
| 6.1.1 | Customer engagement seen as key to survival |
| 6.1.2 | Marketers rethinking customer engagement |
| 6.1.3 | Loyalty schemes still need to engage customers |
| 6.1.4 | Loyalty without commitment is a dangerous trap |
| 6.2 | ENGAGEMENT TECHNIQUES |
| 6.2.1 | The benefits of a customer engagement strategy |
| 6.2.2 | How to engage consumers the Web 2.0 way |
| 6.2.3 | Driving engagement with smarter loyalty rewards |
| 6.2.4 | TV audience engagement measured online |
| 6.2.5 | Examining customer engagement tactics |
| 6.2.6 | Harris Interactive's new Commitment Model |
| 6.3 | ENGAGEMENT STRATEGY GOES BEYOND CRM |
| 6.4.1 | Driving engagement through satisfaction |
| 6.4.1.1 | Greater engagement comes with fewer retail returns |
| 6.4.1.2 | A positive experience beats clever marketing |
| 6.4.1.3 | Service causes more customer churn than price |
| 6.4.2 | E-retail engagement linked to satisfaction |
| 6.4.2.1 | Six myths about customer satisfaction |
| 6.4.2.2 | E-retail satisfaction highlights winners and losers |
| 6.4.2.3 | E-retail dissatisfaction hampers marketing efforts |
| 6.4.3 | Studies link satisfaction with engagement |
| 6.4.3.1 | Mobile network rewards drive satisfaction |
| 6.4.3.2 | Traveller satisfaction drops with budget cuts |
| 6.4.3.3 | Banks must monitor engagement to keep customers |
| 6.4.3.4 | Cyber Monday disengages loyal customers |
| 6.5 | ONLINE CUSTOMER ENGAGEMENT |
| 6.5.1 | Web 2.0 boosts customer engagement |
| 6.5.2 | Six ways to look at digital customer engagement |
| 6.6 | INSIGHTS INTO CUSTOMER ENGAGEMENT |
| 6.6.1 | Banks show new gains in customer engagement |
| 6.6.2 | Consumers disengaged by irrelevant offers |
| 7 | Loyalty rewards |
| 7.1 | Introduction |
| 7.2 | THE VALUE OF REWARDS |
| 7.3 | THE FUNCTION OF THE REWARD |
| 7.4 | THE PROPERTIES OF A LOYALTY REWARD |
| 7.5 | GETTING VALUE FROM THE REWARD |
| 7.5.1 | Lowering the loyalty budget without risking loyalty |
| 7.5.2 | The level of the reward |
| 7.5.3 | Leveraging the reward |
| 7.6 | TYPES OF REWARD |
| 7.6.1 | Discounts |
| 7.7 | TIMING OF REWARDS: INSTANT OR LATER? |
| 7.8 | WHAT REWARDS DO CONSUMERS REALLY WANT? |
| 7.8.1 | What consumers think they want |
| 7.8.2 | What consumers actually want |
| 7.8.3 | Consumers now seek security before rewards |
| 7.9 | REDEMPTION STRATEGIES |
| 7.9.1 | External redemption |
| 7.9.2 | Internal redemption |
| 7.9.3 | Networked rewards |
| 7.10 | HOW TO PLAN A REWARDS CATALOGUE |
| 7.10.1 | Strategy to drive redemptions and engagement |
| 7.10.2 | Major factors for 'high attraction' rewards |
| 7.10.3 | Matching the rewards with various point levels |
| 7.11 | LOYALTY REWARD INSIGHTS |
| 7.11.1 | Consumers impatient for credit card rewards |
| 7.11.2 | Merchant funded rewards take centre-stage |
| 7.12 | LOYALTY REWARD DEVELOPMENTS |
| 7.12.1 | Redemptions boost credit card satisfaction |
| 7.12.2 | Maritz launches rewards fulfilment service |
| 7.12.3 | Creditz rewards the most friendly consumers |
| 7.13 | COUPONS, VOUCHERS AND DISCOUNTS |
| 7.13.1 | The argument for coupons |
| 7.13.1.1 | Consumers plan to increase coupon usage |
| 7.13.1.2 | Consumers turned to coupons in the recession |
| 7.13.2 | The argument for online coupons |
| 7.13.2.1 | Consumers hungry for internet-printable coupons |
| 7.13.2.2 | Coupon users migrating to internet printing |
| 7.13.2.3 | Consumers now more likely to use online coupons |
| 7.13.2.4 | Coupon web sites more popular with the wealthy |
| 7.13.2.5 | E-printable coupons help reduce sales fatigue |
| 7.13.3 | The argument for mobile coupons |
| 7.13.3.1 | Mobile coupons are gaining in popularity |
| 7.13.3.2 | Half of m-coupons redeemed by new customers |
| 7.13.4 | The psychology of coupons |
| 7.13.4.1 | Coupon response comes from deep subconscious |
| 7.13.4.2 | Coupons still have an in-store stigma attached |
| 7.13.5 | Latest coupon developments |
| 7.13.5.1 | RFID wristband enables coupons and rewards |
| 7.13.5.2 | Digital coupons go nationwide at Safeway USA |
| 7.13.5.3 | Food Lion rewards loyalty with coupons |
| 7.13.5.4 | Stop & Shop and Giant step up couponing |
| 7.13.5.5 | Starbucks Mexico's m-coupon loyalty scheme |
| 7.13.5.6 | Electronic couponing guidelines announced |
| 7.13.5.7 | Inmar helps settle EZ-PIC paperless coupons |
| 7.13.6 | The argument for vouchers |
| 7.13.6.1 | Online voucher codes boost retail sales |
| 7.13.6.2 | Vouchers help counter the retail slump |
| 7.13.6.3 | NFC vouchers from Vivotech and Eagle Eye |
| 7.13.7 | The argument for discounts |
| 7.13.7.1 | Consumers will defect for discounts and BOGOFs |
| 7.13.7.2 | Cashback more popular than miles or rebates |
| 7.13.7.3 | Is online loyalty best with a personal discount? |
| 7.13.7.4 | Discounts weaved into natural search results |
| 8 | Loyalty data |
| 8.1 | THE TECHNOLOGY BEHIND CUSTOMER DATA |
| 8.1.1 | The importance of loyalty data collection |
| 8.1.1.1 | How proper data usage benefits the business |
| 8.1.1.1.1 | 7 ways to gain value from customer data |
| 8.1.1.1.2 | Customer data is more than just a marketing tool |
| 8.1.1.1.3 | Loyalty data drives the most relevant offers |
| 8.1.1.1.4 | How loyalty data translates into better marketing |
| 8.1.1.1.5 | Nectar's updated data intelligence cuts costs |
| 8.1.1.2 | How data ignorance harms the business |
| 8.1.1.2.1 | Companies failing to unlock the value of their data |
| 8.1.1.2.2 | Marketers still 'flying blind' with customer data |
| 8.1.1.2.3 | Most consumers will defect over banking data loss |
| 8.1.1.2.4 | High-tech firms still don't know their customers |
| 8.1.1.2.5 | Too many companies ignore customer insights |
| 8.1.2 | Database planning |
| 8.1.3 | Data processing and data flow |
| 8.1.4 | Data analysis to support business processes |
| 8.1.5 | Predictive analytics to drive change |
| 8.1.6 | Data warehouses |
| 8.1.7 | Data marts |
| 8.2 | DATA COLLECTION: HOW, WHERE, WHEN, AND WHY? |
| 8.2.1 | What data can or should be gathered? |
| 8.2.2 | How much data, and where to collect it |
| 8.2.2.1 | The application form |
| 8.2.2.2 | The web site |
| 8.2.2.3 | Third party sources |
| 8.2.2.4 | The EPOS terminal |
| 8.2.2.5 | Customer services |
| 8.2.2.6 | Repair/replacement centres |
| 8.2.3 | How long does data last? |
| 8.2.4 | Data duplication, accuracy, and cleansing |
| 8.2.5 | Data security and privacy |
| 8.2.5.1 | The impact of customer data loss |
| 8.2.5.2 | The impact of handling data incorrectly |
| 8.2.5.3 | How digital security issues affect brands |
| 8.2.6 | Data ethics policies |
| 8.3 | THE BENEFITS OF DATA COLLECTION AND ANALYSIS |
| 8.3.1 | How does data turn into loyalty? |
| 8.3.2 | Customer-related benefits |
| 8.3.2.1 | Customer behaviour profiling |
| 8.3.2.2 | Customer lifestyle & demographic profiling |
| 8.3.2.3 | Customer product preferences and repertoire |
| 8.3.2.4 | Product category relationships & cross-selling |
| 8.3.2.5 | Pricing |
| 8.3.2.6 | Online shopping suggestions |
| 8.3.3 | Segmentation and the customer base |
| 8.3.3.1 | Segmentation by various attributes |
| 8.3.3.2 | Customer lifetime value (CLV) |
| 8.3.3.3 | Recency, Frequency, Monetary value (RFM) |
| 8.3.3.4 | Customer tiering |
| 8.3.3.5 | Customer base analysis and prediction |
| 8.3.3.6 | Customer flow analysis |
| 8.3.3.7 | Share-of-wallet estimation |
| 8.3.3.8 | Market share estimation |
| 8.3.3.9 | Examples of how airlines benefit from FFP data |
| 8.3.3.9.1 | Commoditised airlines see value in loyalty data |
| 8.3.3.9.2 | How airlines can use FFP data to increase loyalty |
| 8.3.4 | How data analysis eliminates marketing waste |
| 8.3.5 | Retailer's loyalty data provides clustered insights |
| 8.3.6 | Best customers, defectors and win-back |
| 8.3.6.1 | Early defector detection |
| 8.3.6.2 | Win-back opportunities |
| 8.3.6.3 | Lower cost competitive response |
| 8.3.7 | Customer targeting and differentiation |
| 8.3.7.1 | Advertising campaign targeting |
| 8.3.7.2 | Circular efficiency |
| 8.3.7.3 | Offer planning and promotion analysis |
| 8.3.7.4 | Differentiated marketing |
| 8.3.7.5 | Intelligent deselection |
| 8.3.7.6 | Green targeting to save costs & the planet |
| 8.3.7.7 | Loyalty based on insights from customer data |
| 8.3.7.7.1 | Customer insights come from loyalty data |
| 8.3.7.7.2 | How industry collaboration increases insight |
| 8.3.8 | Planning and merchandising |
| 8.3.8.1 | Human resources planning |
| 8.3.8.2 | Geographical store site selection |
| 8.3.8.3 | Inventory rationalisation & selection |
| 8.3.8.4 | Planogram adjacencies & merchandising |
| 8.3.9 | Business intelligence from raw data |
| 8.3.9.1 | Differentiation based on the use of data |
| 8.3.9.2 | Data mining software |
| 8.3.9.3 | Counting on the internet clickstream |
| 8.3.9.4 | Real-time data mining |
| 8.3.9.5 | The benefits of a single customer view |
| 8.3.9.6 | OLAP, MOLAP, ROLAP and Magic Cubes |
| 8.3.9.7 | Prediction based on past behaviour |
| 8.3.9.8 | Data mining and analysis tools |
| 8.3.9.9 | Practical application of business intelligence |
| 8.3.9.9.1 | High ROI from good business intelligence |
| 8.3.9.10 | Affinity marketing |
| 8.3.9.11 | Predictive modelling |
| 8.3.10 | Conclusion on the benefits of loyalty data |
| 9 | Loyalty tools & innovations |
| 9.1 | INTRODUCTION - AND THE COMMODITISATION OF LOYALTY? |
| 9.2 | LOYALTY PLATFORMS |
| 9.2.1 | Point of sale loyalty platforms |
| 9.2.1.1 | Retailers focus on integrating POS & loyalty |
| 9.2.1.2 | Maritz real-time POS loyalty platform |
| 9.2.1.3 | A platform-independent retail loyalty system |
| 9.2.1.4 | Real-time PoS loyalty redemptions in Australia |
| 9.2.2 | Internet-based loyalty platforms |
| 9.2.2.1 | Really Simple's white label hosted CRM platform |
| 9.2.2.2 | Loyalty platform integrates with Facebook |
| 9.2.2.3 | LoyaltyMatch's hosted rewards platform |
| 9.2.2.4 | Points.com's B2B loyalty technology |
| 9.2.2.5 | Carlson Marketing offers PayPal reward options |
| 9.2.2.6 | SaaS loyalty platform for small businesses |
| 9.2.2.7 | RewardStream's updated marketing platform |
| 9.2.3 | Mobile loyalty platforms |
| 9.2.3.1 | Stick-on RFID drives mobile rewards platform |
| 9.2.3.2 | Loylogic unveils iPhone app for loyalty redemptions |
| 9.2.3.3 | Creditz digital currency arrives on mobile platform |
| 9.2.4 | RFID and NFC loyalty technology |
| 9.2.4.1 | The retail benefits of RFID technology |
| 9.2.4.2 | Key lessons learned from retail RFID trials |
| 9.2.4.3 | RFID wristband enables coupons and rewards |
| 9.2.4.4 | RFID sticker turns cellphones into loyalty cards |
| 9.2.4.5 | Multiple loyalty cards on a single mobile phone |
| 9.2.4.6 | NFC loyalty platform provides immediate rewards |
| 9.2.4.7 | Vivotech & Eagle Eye offer NFC vouchers |
| 9.2.4.8 | DIY store tracks customers for behavioural analysis |
| 9.2.5 | Sector specific loyalty platforms |
| 9.2.5.1 | Infosys helps retailers watch in-store activity |
| 9.2.5.2 | Sodexo's retail gift card rewards platform |
| 9.2.5.3 | New loyalty platform for restaurants & retailers |
| 9.2.5.4 | Virgin Blue's affiliate rewards platform |
| 9.2.5.5 | GuestBridge's restaurant loyalty platform |
| 9.2.6 | Other loyalty platforms |
| 9.2.6.1 | Italy's payment card-based loyalty platform |
| 9.2.6.2 | A loyalty platform to increase customer engagement |
| 9.2.6.3 | Xcelerator adds new dimension to loyalty |
| 9.2.6.4 | New platform offers relationship-building rebates |
| 9.2.6.5 | IDL's 'loyalty gift card anywhere' platform |
| 9.2.6.6 | An SKU-based loyalty platform |
| 9.2.6.7 | A payment card ID-based loyalty platform |
| 9.2.6.8 | Maritz and Accor Services team up in Europe |
| 9.3 | LOYALTY MANAGEMENT |
| 9.3.1 | Retail loyalty index for the USA |
| 9.3.2 | Loyalty association launches web-based resource |
| 9.3.3 | Virtual currencies create a whole new economy |
| 9.4 | LOYALTY DATA ANALYTICS |
| 9.4.1 | Competitive advantage depends on pattern-spotting |
| 9.4.2 | Alliance Data opens customer analytics unit |
| 9.4.3 | Amex markets cardholder spending insights |
| 9.4.4 | Fly Buys operator extends customer insight |
| 9.4.5 | The smartest predictive analytics applications |
| 9.5 | RETAIL 3.0 CUSTOMER INTELLIGENCE |
| 9.5.1 | Retail 3.0: what it is, and what it means to loyalty |
| 9.5.2 | Retail 3.0 redefines retail customer intelligence |
| 9.5.3 | Intelligence-based marketing born from Retail 3.0 |
| 9.6 | BUSINESS INTELLIGENCE (BI) |
| 9.6.1 | Differentiating using smarter retail technology |
| 9.6.2 | Retailers need more data-based insights |
| 9.7 | KIOSKS AND SELF-SERVICE TOOLS |
| 9.7.1 | Kiosks |
| 9.7.1.1 | Loyalty kiosks improve retail customer relationships |
| 9.7.1.2 | Retail kiosk payment preferences start to shift |
| 9.7.1.3 | IKEA's in-store self service loyalty kiosks |
| 9.7.1.4 | Givex unveils new touch-screen loyalty kiosk |
| 9.7.1.5 | Kiosks enhance Fresh Grocer's loyalty scheme |
| 9.7.1.6 | Stop & Shops extend 'scan-and-bag' kiosk initiative |
| 9.7.1.7 | Qatar adds FFP sign-up kiosks at Doha |
| 9.7.1.8 | AeroMexico deploys 32 self check-in kiosks |
| 9.7.2 | Self-service tools and techniques |
| 9.7.2.1 | Is intelligent self service a future driver of loyalty? |
| 9.7.2.2 | Poor automated service a major source of churn |
| 9.7.2.3 | Price and time drive consumers to self-service |
| 9.7.2.4 | Self-service a growing phenomenon in the US |
| 9.7.2.5 | Tesco customers benefit from online self-help |
| 9.7.3 | Points.com (consumer loyalty portal) |
| 9.8 | DEVELOPMENTS IN LOYALTY TECHNOLOGY |
| 9.8.1 | Hotel property management linked to FFPs |
| 9.8.2 | SCTN loyalty platform gains smarter features |
| 9.8.3 | Automated marketing to be bigger than CRM? |
| 9.8.4 | IT guidelines for more agile marketing |
| 9.8.5 | Sears unveils internet-based 3D fitting rooms |
| 9.8.6 | The future of customer loyalty POS integration |
| 9.8.7 | Jeanswest takes loyalty into 'the cloud' |
| 9.8.8 | Rewards aggregator benefits all loyal Australians |
| 10 | Loyalty communications |
| 10.1 | Introduction |
| 10.2 | COMMUNICATING LOYALTY |
| 10.2.1 | Loyalty scheme messages not engaging enough |
| 10.2.2 | Consumers talk most about bad experiences |
| 10.2.3 | Few companies act on customer feedback |
| 10.2.4 | Marketers encouraged to think psychologically |
| 10.3 | MOBILE |
| 10.3.1 | Mobile insights |
| 10.3.1.1 | E-consumers prefer mobiles to PCs |
| 10.3.1.2 | Mobile marketing success depends on rewards |
| 10.3.1.3 | Targeting the mobile Hispanic |
| 10.3.1.4 | Mobile advertising budgets set to increase |
| 10.3.1.5 | New code of conduct for mobile marketing |
| 10.3.1.6 | Many consumers want mobile loyalty schemes |
| 10.3.2 | Mobile developments |
| 10.3.2.1 | Arby's tests geographical mobile couponing |
| 10.3.2.2 | 2D barcodes on Visa cards enable mobile loyalty |
| 10.3.2.3 | Ad Infuse's mobile ad network grows by 60% |
| 10.3.2.4 | SMS adverts appear to be more memorable |
| 10.3.2.5 | Grassroots movement aims to steer m-advertising |
| 10.3.2.6 | Bluetooth-based mobile marketing guidelines |
| 10.3.2.7 | MMA embraces the mobile affiliate marketer |
| 10.3.2.8 | Germany's own Mobile Marketing Association |
| 10.3.2.9 | Lowes sends loyalty discounts by SMS |
| 10.4 | |
| 10.4.1 | E-mail marketing |
| 10.4.1.1 | Driving greater customer loyalty through e-mail |
| 10.4.1.2 | E-mail marketing best practices for retailers |
| 10.4.1.3 | Opt-in and opt-out: a practical guide |
| 10.4.1.4 | Time for marketers to fix the 'report spam' button |
| 10.4.1.5 | Brands missing loyal connection with e-mail |
| 10.4.1.6 | Retail e-channel failing at customer service |
| 10.4.1.7 | Permission-based e-mail boosts retail loyalty |
| 10.4.1.8 | Permission-based email builds CPG loyalty |
| 10.4.1.9 | E-mail ROI helps increase marketing budgets |
| 10.4.2 | E-mail insights |
| 10.4.2.1 | Drivers and barriers for SME email marketing |
| 10.4.2.2 | E-mail marketing trends appear positive |
| 10.4.2.3 | European consumers demand opt-in e-mails |
| 10.4.2.4 | Permission-based e-marketing under strain |
| 10.4.2.5 | E-mail deliverability still a marketing headache |
| 10.4.2.6 | Poor service by e-mail ruins good relationships |
| 10.4.2.7 | No-reply emails throw away vital consumer insights |
| 10.4.3 | E-mail developments |
| 10.4.3.1 | Suggested e-mail marketing guidelines |
| 10.4.3.2 | Email opt-in may become a legal requirement |
| 10.4.3.3 | Clash-Media's e-mail lead generation service |
| 10.5 | WEB SITES |
| 10.5.1 | Web site insights |
| 10.5.1.1 | Factors that drive online consumer reviews |
| 10.5.1.2 | Web 2.0 helps to boost branding & engagement |
| 10.5.1.3 | Banks could gain from Web 2.0, if it's done well |
| 10.5.1.4 | Can honest online reviews increase buyer loyalty? |
| 10.5.1.5 | The wealthy turn to the web before buying |
| 10.5.2 | Web site developments |
| 10.5.2.1 | E-retailers investing more in web interactions |
| 10.5.2.2 | E-tail spending impacted by 'web stress' |
| 10.5.2.3 | How 'digital diseases' are damaging e-retailers |
| 10.5.2.4 | Digital inserts set to provide value both ways |
| 10.6 | SOCIAL MEDIA |
| 10.6.1 | Social media could boost customer retention |
| 10.6.2 | Business value of e-communities yet to be realised |
| 10.6.3 | Social search engine launches user rewards scheme |
| 10.7 | WORD-OF-MOUTH |
| 10.7.1 | WOM marketing to be worth US$3bn by 2013 |
| 10.7.2 | Loyalty schemes likely to breed 'WOM champions' |
| 10.7.3 | Word-of-mouth's impact on customer loyalty |
| 10.7.4 | UK clamps down on WOM, and US may follow |
| 10.7.5 | Most customer reviews found to be positive |
| 10.7.6 | Consumer feedback to expose rogue retailers |
| 10.8 | DIRECT MAIL MARKETING |
| 10.8.1 | DM timing more important than personalisation |
| 10.8.2 | Pitney Bowes' web-to-mail SME marketing service |
| 10.8.3 | Online response is critical to direct marketing |
| 10.8.4 | UK loyalty operators adopt transpromo marketing |
| 10.8.5 | How 'transpromo' can improve on relationships |
| 10.8.6 | European firms missing out on statement marketing |
| 10.9 | MULTI-CHANNEL |
| 10.9.1 | Tour firm benefits from cross-channel marketing |
| 10.9.2 | Combined channels provide best marketing results |
| 10.9.3 | Retailers benefit from shifting shopper behaviour |
| 10.10 | KIOSKS & SELF-SERVICE |
| 10.10.1 | Web chat and self service improve e-tail experiences |
| 10.10.2 | Brands test in-store digital marketing tools |
| 10.11 | CALL CENTRES |
| 10.11.1 | How contact centres can drive greater satisfaction |
| 10.11.2 | Focus on inbound customer contact points |
| 10.11.3 | Auto-dialler offers targeted promotions |
| 10.12 | ADVERTISING |
| 10.12.1 | Advertising's long-term value rediscovered |
| 10.12.2 | The success of loyalty-based adverts |
| 10.12.3 | iNowTV pays viewers for watching adverts |
| 10.13 | COMMUNICATION INSIGHTS |
| 10.13.1 | Customers threaten defection over communications |
| 10.13.2 | Marketers differentiate through customer feedback |
| 10.13.3 | List abuse on the increase again |
| 11 | Loyalty metrics |
| 11.1 | THE CALCULATION OF CUSTOMER LOYALTY |
| 11.1.1 | How to measure customer loyalty successfully |
| 11.1.2 | The importance of customer-centric metrics |
| 11.2 | MEASURING LOYALTY - THE METRICS |
| 11.2.1 | Patronage ratio |
| 11.2.2 | Switching ratio |
| 11.2.3 | Budget ratio (share of wallet) |
| 11.2.4 | Enis-Paul Index |
| 11.2.5 | Retention rate & churn |
| 11.2.6 | Customer Lifetime |
| 11.2.7 | Net Promoter Score |
| 11.2.8 | Attitudinal equity: a powerful brand loyalty metric |
| 11.3 | CUSTOMER LIFETIME VALUE |
| 11.4 | PRACTICAL STATISTICS |
| 11.4.1 | The mean |
| 11.4.2 | The median |
| 11.4.3 | The mode |
| 11.4.4 | Variance |
| 11.4.5 | Standard deviation |
| 11.5 | CUSTOMER LIFETIME VALUE (CLV/CLTV) |
| 11.5.1 | CLV is vital for strong customer relationships |
| 11.5.1.1 | Calculating the cost of keeping the customer |
| 11.5.1.2 | Four ways of improving customer profitability |
| 11.6 | HOW TO CALCULATE CUSTOMER PROFITABILITY |
| 11.6.1 | Individual customers and customer groups |
| 11.6.2 | Potential, existing, and defected customers |
| 11.6.3 | Past, actual, and future profitability |
| 11.6.4 | The RFM method |
| 11.6.5 | The CLV method |
| 11.7 | CALCULATION OF CLV |
| 11.7.1 | The history of CLV |
| 11.7.2 | Definition of CLV |
| 11.7.3 | The formula for CLV |
| 11.7.4 | General concept of CLV |
| 11.7.5 | Understanding the concept of CLV |
| 11.7.6 | Examples of calculation of CLV |
| 11.7.7 | First CLV and Second CLV |
| 11.7.8 | CLV on both customer loyalty and satisfaction |
| 11.7.9 | The Historic CLV method |
| 11.7.10 | Predictive CLV method |
| 11.7.11 | CLV as basis of strategy decisions |
| 11.7.12 | Market strategy and CLV |
| 11.7.13 | Case: Danish insurance company |
| 11.8 | CLV MODELS AND MARKETING ROI MODELS |
| 11.9 | HOW TO GET STARTED WITH CLV |
| 11.9.1 | Can any organisation use CLV? |
| 11.9.2 | The objectives of calculating CLV |
| 11.9.3 | The ten steps |
| 11.10 | LOYALTY AND PROFITABILITY IN BOTH THEORY AND PRACTICE |
| 11.10.1 | Alternatives to an investment in customer loyalty |
| 11.10.2 | Loyalty and profitability: a hypothesis |
| 11.10.3 | Are generally accepted hypotheses always reliable? |
| 11.10.4 | Examples of loyalty and profitability models |
| 11.10.5 | Defining loyal & profitable customers |
| 11.10.6 | The loyalty & profitability chain |
| 11.10.7 | Customer retention, attrition and lifetime |
| 11.11 | DRIVERS OF LOYALTY & PROFITABILITY, AND CORRELATIONS |
| 11.11.1 | Drivers of loyalty & profitability |
| 11.11.2 | Examples of correlations |
| 11.11.3 | Real loyalty, customer lifetime, and profitability |
| 11.12 | NET PROMOTER SCORE (NPS) |
| 11.12.1 | How the Net Promoter Score works |
| 11.12.1.1 | Four key elements of the Net Promoter discipline |
| 11.12.1.2 | NPS versus customer loyalty: the ongoing debate |
| 11.12.2 | The NPS process |
| 11.12.2.1 | NPS book explains the process practically |
| 11.12.2.2 | NPS reveals increasing focus on customer retention |
| 11.12.2.3 | NPS benchmarks cross-cultural B2B firms |
| 11.12.3 | NPS developments |
| 11.12.3.1 | Consumer Contact promotes NPS |
| 11.12.3.2 | Virgin Media uses NPS to seek loyalty |
| 11.13 | OTHER MARKETING METRICS |
| 11.13.1 | Metrics set to prove marketing's real value |
| 11.13.2 | Marketing still lacks performance metrics |
| 11.13.3 | Focus on cost per sale, not cost per lead |
| 11.13.4 | New digital marketing metrics suggested |
| 11.13.5 | Loyalty index measures customer commitment |
| 12 | Loyalty reporting |
| 12.1 | Introduction |
| 12.2 | MANAGEMENT REPORTS AND TOOLS |
| 12.2.1 | The Bathtub report |
| 12.2.2 | The Decile report (RFM/RFS) |
| 12.2.3 | The Quo Vadis Retention report |
| 12.2.4 | The New Member Frequency Report |
| 12.2.5 | The Cardholders' Summary Report |
| 12.3 | RFM SEGMENTATION |
| 12.3.1 | Traditional: 125 cells |
| 12.3.2 | Reduced: 27 cells |
| 12.3.3 | Flexible: 8 cells |
| 13 | Loyalty's human aspect |
| 13.1 | Introduction |
| 13.2 | THE HUMAN SIDE OF CUSTOMER LOYALTY |
| 13.2.1 | Human factors driving customer loyalty |
| 13.2.1.1 | Older workers key to older customer loyalty |
| 13.2.1.2 | Are personal relationships a model for loyalty? |
| 13.2.2 | Changes needed for a better loyalty strategy |
| 13.2.2.1 | Loyalty scheme fatigue reaches a new level |
| 13.2.2.2 | Marketers missing the highest earning demographic |
| 13.2.2.3 | The time has come to rethink loyalty strategies |
| 13.2.3 | The impact of the customer experience on loyalty |
| 13.2.3.1 | Being 'touchy feely' increases customer loyalty |
| 13.2.3.2 | When great service can beat a loyalty scheme |
| 13.2.3.3 | Making or breaking the emotional loyalty bond |
| 13.2.3.4 | The management of customer experiences |
| 13.2.4 | The impact of social trends on customer loyalty |
| 13.2.4.1 | The impact of social trends on relationships |
| 13.2.4.2 | CEOs turning to customer & employee retention |
| 13.2.4.3 | The forthcoming breakdown of consumerism |
| 13.2.4.4 | How to address the consumer attention deficit |
| 13.2.5 | Human factors driving consumer choices |
| 13.2.5.1 | Aspiring consumers' main motivators |
| 13.2.5.2 | Factors influencing wealthy women's retail habits |
| 13.2.5.3 | Delighted customers aren't always the most loyal |
| 13.3 | THE HUMAN SIDE OF EMPLOYEE LOYALTY |
| 13.3.1 | Keep the staff loyal and the customers will follow |
| 13.3.1.1 | It's the employee's attitude that counts |
| 13.3.1.2 | Four ways to keep good employees engaged |
| 13.3.1.3 | Employee engagement affects the bottom line |
| 13.3.1.4 | Communication beats pay for keeping staff loyal |
| 13.3.1.5 | Recession strains employee loyalty and ethics |
| 13.3.1.6 | Top ten ways of retaining staff in 2010 |
| 13.3.2 | Employee loyalty developments |
| 13.3.2.1 | Workplace wellness schemes build staff loyalty |
| 13.3.2.2 | The power of personal messages |
| 13.3.2.3 | Prepaid employee incentive cards |
| 13.3.2.4 | Employees reveal truths about their brands |
| 13.3.2.5 | Corporate Rewards offers musical redemptions |
| 13.3.2.6 | Grass Roots' updated employee reward portfolio |
| 13.3.2.7 | Holiday bonuses no longer boost employee loyalty |
| 14 | Loyalty through social media |
| 14.1 | Introduction |
| 14.2 | SOCIAL MEDIA LOYALTY STRATEGY |
| 14.2.1 | Social web's customer loyalty impact turns viral |
| 14.2.2 | Social CRM heralds new generation of customers |
| 14.2.3 | Social media now vital to customer dialogue |
| 14.3 | SOCIAL MEDIA ENGAGEMENT STRATEGY |
| 14.3.1 | Social media is the new engagement frontier |
| 14.3.2 | Social media's new rules of engagement |
| 14.3.3 | Social media's role in customer engagement |
| 14.3.4 | Social media improves customer engagement |
| 14.4 | SOCIAL MEDIA MARKETING STRATEGY |
| 14.4.1 | How to measure social media marketing |
| 14.4.2 | Social media marketing to grow in 2010 and beyond |
| 14.4.3 | Social media and personalisation are essential |
| 14.4.4 | Social Media Marketing Council opens doors |
| 14.5 | SOCIAL MEDIA INSIGHTS |
| 14.5.1 | Social media to steal budget from online advertising |
| 14.5.2 | Social sites not really helping B2B marketing |
| 14.5.3 | E-retail problems shared with peers, not brands |
| 14.5.4 | Social media overlooked for consumer evangelism |
| 14.6 | SOCIAL MEDIA TOOLS |
| 14.6.1 | Sentiment Analysis offers social media insight |
| 14.6.2 | Social media and word-of-mouth ethics guidelines |
| 14.6.3 | An online social network just for marketers |
| 14.6.4 | Loyalty platform integrates with Facebook |
| 14.7 | SOCIAL MEDIA DEVELOPMENTS |
| 14.7.1 | Social network awards gift cards for engagement |
| 14.7.2 | Retailers increasingly turning to Facebook |
| 14.7.3 | Social site helps companies address dissatisfaction |
| 14.7.4 | Taking the customer community opportunity |
| 14.7.5 | SPG comes to iPhone, Twitter & Facebook |
| 14.7.6 | Chase partners with Facebook for charity votes |
| 15 | Loyalty to brands |
| 15.1 | Introduction |
| 15.2 | BRAND LOYALTY STRATEGY |
| 15.2.1 | Brand clubs may be the future of customer loyalty |
| 15.2.2 | Study links brand loyalty to customer care |
| 15.2.3 | Consumer values are key to brand loyalty |
| 15.2.4 | How brands can empower loyal customers |
| 15.2.5 | Four CPG strategies to maintain brand loyalty |
| 15.3 | BRAND MARKETING STRATEGY |
| 15.3.1 | Four keys to better brand experiences |
| 15.3.2 | Brands invest in loyalty instead of offers |
| 15.3.3 | Brand protection favoured during hard times |
| 15.3.4 | Eight rules for brand marketing in China |
| 15.4 | BRANDING BEST PRACTICES |
| 15.4.1 | Five brand-building strategies and best practices |
| 15.4.2 | Brands expected to help customers 'find the value' |
| 15.4.3 | How to keep a brand alive in a weak economy |
| 15.5 | SUCCESSFUL BRAND STRATEGIES |
| 15.5.1 | How to protect the brand during a downturn |
| 15.5.2 | Customers seek greater brand customisation |
| 15.5.3 | Brands beat multiples with shared intelligence |
| 15.5.4 | Promotional e-mail boosts brand loyalty |
| 15.6 | FACTORS BEHIND BRAND LOYALTY |
| 15.6.1 | Brand loyalty more important to teenage consumers |
| 15.6.2 | One in four consumers is less brand loyal today |
| 15.6.3 | Brand names important to consumers in downturn |
| 15.6.4 | Most consumers will swap brands for a good cause |
| 15.6.5 | Mothers defect from pushy and unhelpful brands |
| 15.7 | BRANDS AND THEIR REPUTATIONS |
| 15.7.1 | Top brands (USA) |
| 15.7.2 | Most trusted brands (Canada) |
| 15.7.3 | Top computer industry brands |
| 15.7.4 | IBM passes Microsoft in brand rankings |
| 15.7.5 | Coca-Cola still has the most brand power |
| 15.7.6 | Fakes increasingly damaging brand trust |
| 15.8 | BRAND MARKETING INSIGHTS |
| 15.8.1 | Brand engagement comes from tightened belts |
| 15.8.2 | Brands benefit from the 'certainty principle' |
| 15.8.3 | Retailers still need better brand communication |
| 15.8.4 | Brands missing a more loyal connection via e-mail |
| 15.8.5 | Battle grows for online brand reputation |
| 15.8.6 | Brand Keys launches Spanish brand loyalty index |
| 16 | B2B loyalty |
| 16.1 | Introduction |
| 16.2 | FIVE STRATEGIES TO BUILD B2B LOYALTY |
| 16.3 | THE STRUCTURE OF B2B LOYALTY |
| 16.3.1 | The two-link chain |
| 16.3.2 | The three-link chain |
| 16.3.3 | The four-link chain |
| 16.3.4 | Targeting the SME owner-manager |
| 16.3.5 | The purposes of B2B loyalty |
| 16.4 | B2B LOYALTY PROGRAMME CASE STUDIES |
| 16.4.1 | Nectar Business (UK) |
| 16.4.2 | Argos Business Solutions (UK) |
| 16.4.3 | Nortel (India) |
| 16.4.4 | ARBL, India |
| 16.5 | B2B LOYALTY STRATEGY |
| 16.5.1 | Four key factors for channel partner loyalty |
| 16.5.2 | Strategies for channel loyalty and reward schemes |
| 16.5.3 | A new channel engagement strategy |
| 16.6 | B2B LOYALTY INSIGHTS |
| 16.6.1 | The key drivers of B2B loyalty |
| 16.6.2 | Channel marketing requires real intelligence |
| 16.6.3 | Channel choice begins the 'customer loyalty chain' |
| 16.6.4 | Dedicated account managers boost B2B satisfaction |
| 16.6.5 | 40% of happy B2B clients make referrals |
| 16.7 | B2B LOYALTY DEVELOPMENTS |
| 16.7.1 | Cisco rolls out new distributor rewards scheme |
| 16.7.2 | MasterCard helps businesses with fuel costs |
| 16.7.3 | Verizon launches online mall to reward businesses |
| 16.7.4 | Fly Buys targets small business loyalty |
| 16.7.5 | Fly Buys targets farming businesses loyalty |
| 17 | Market sizing & valuation |
| 17.1 | Introduction |
| 17.1.1 | National loyalty market sizes and values |
| 17.1.1.1 | Size of the USA's loyalty market |
| 17.1.1.2 | Size of the UK's loyalty market |
| 17.1.1.3 | Size of Canada's loyalty market |
| 17.1.1.4 | Size of Australia's loyalty market |
| 17.1.1.5 | Size of China's loyalty market |
| 17.1.1.6 | Size of South Africa's loyalty market |
| 17.2 | HOUSEHOLD/POPULATION DATA |
| 17.3 | LOYALTY MARKET SIZE ESTIMATION |
| 17.3.1 | Factors involved in market size estimation |
| 17.3.2 | Loyalty programme market size estimations |
| 17.4 | HOUSEHOLD INCOME SHARE ANALYSIS |
| 17.5 | CONSUMER AGE ANALYSIS |
| 17.6 | CONSUMER GENDER ANALYSIS |
| 17.7 | COMMUNICATIONS MARKET |
| 17.8 | STANDARD REGION GROUPINGS |
| 18 | Market trends & forecasts |
| 18.1 | Introduction |
| 18.2 | LOYALTY & ENGAGEMENT TRENDS |
| 18.2.1 | Loyalty marketing trends |
| 18.2.2 | Customer loyalty and engagement trends |
| 18.2.3 | Consumers aim to spend loyalty points on gifts |
| 18.2.4 | Ten trends for frequent flyer programmes |
| 18.3 | ONLINE LOYALTY & MARKETING TRENDS |
| 18.3.1 | Top ten internet retail trends |
| 18.3.2 | Digital consumer trends |
| 18.3.3 | Online coupon marketing trends are positive |
| 18.3.4 | E-retail trends for the near future |
| 18.3.5 | 1to1 marketing to change radically by 2020 |
| 18.3.6 | E-tail to take over from retail by 2020 |
| 18.4 | BRAND LOYALTY & MARKETING TRENDS |
| 18.4.1 | Top ten brand & marketing trends |
| 18.4.2 | Brand switching trends for the recession |
| 18.4.3 | Brand loyalty trends challenge current thinking |
| 18.5 | GREEN MARKETING TRENDS |
| 18.6 | LUXURY MARKETING TRENDS |
| 18.6.1 | Luxury loyalty and marketing in the near term |
| 18.6.2 | Luxury consumer trends for 2010 and beyond |
| 18.7 | OTHER MARKETING TRENDS |
| 18.7.1 | Key marketing trends and forecast |
| 18.7.2 | Top ten marketing media trends |
| 18.7.3 | Top ten integrated marketing trends |
| 18.7.4 | Card marketing trends and threats |
| 18.7.5 | Poor economy to drive better customer experiences |
| 18.8 | THE FUTURE OF CUSTOMER LOYALTY |
| 19 | What the loyalty experts say |
| 19.1 | INTRODUCING THE EXPERTS |
| 19.2 | EXPERT OPINIONS AND FORECASTS |
| 19.2.1 | N. Ramasubramani, Accentiv' SurfGold |
| Real loyalty challenges lie ahead | |
| 19.2.2 | Steve Schroeder, AmeriCardGold |
| Loyalty not the same as marital fidelity | |
| 19.2.3 | Robert Passikoff, Brand Keys |
| Only a consumer-centric view reveals loyalty | |
| 19.2.4 | Luc Bondar, Carlson Marketing Worldwide |
| The evolution of customer loyalty marketing | |
| 19.2.5 | Terry Vavra & Douglas Pruden, C.E.P. |
| Loyalty is often poorly targeted and conceived | |
| 19.2.6 | Linus Gregoriadis, E-Consultancy |
| Build a customer-friendly culture | |
| 19.2.7 | Phil Hawkins, FlyBuys |
| Loyalty rewards: let the member decide | |
| 19.2.8 | Jill Griffin, Griffin Group |
| The search-and-switch threat to loyalty | |
| 19.2.9 | Bill Hanifin, Hanifin Loyalty |
| Loyalty, social media and Millennials | |
| 19.2.10 | Michael Lowenstein, Harris Interactive |
| Don't underestimate word-of-mouth | |
| 19.2.11 | Stuart Evans, ICLP |
| Loyalty marketing is a strategic choice | |
| 19.2.12 | Tim Keiningham et al, Ipsos Loyalty |
| Making the case for profitable loyalty | |
| 19.2.13 | Carlos Dunlap, Kobie Marketing |
| Why should we care what customers think? | |
| 19.2.14 | Chip Hall, Kobie Marketing |
| Is marketing client service dead? | |
| 19.2.15 | Jim Lenskold, Lenskold Group |
| Using loyalty insights to boost marketing ROI | |
| 19.2.16 | Peter Wray, Loyalty Matters |
| What's in store for loyalty marketers | |
| 19.2.17 | Dominic Hofer, Loylogic |
| The 'globiphonisation' of loyalty | |
| 19.2.18 | Barry Kirk, Maritz Loyalty |
| Loyalty providers must protect client brands | |
| 19.2.19 | Bob Konsewicz, Maritz Loyalty |
| Measuring customer engagement | |
| 19.2.20 | Garret Ippolito, MasterCard |
| Locking in relationships the mobile way | |
| 19.2.21 | Mike Atkin, MJA Associates |
| Are loyalty operators seeking redemption? | |
| 19.2.22 | Shyam Shah, Oracle Corporation |
| Strategies for a customer-centric enterprise | |
| 19.2.23 | Don Peppers & Martha Rogers, PRG |
| Loyalty depends on the customer's view | |
| 19.2.24 | Bruce Conradie, Razor's Edge Business Intelligence |
| How elitist is your loyalty programme? | |
| 19.2.25 | Brian Woolf, Retail Strategy Center |
| We all know the way, but few actually walk it | |
| 19.2.26 | Richard Cuthbertson, Said Business School |
| Consumers are struggling with relevance | |
| 19.2.27 | Deon Olivier, Woodstock Loyalty |
| The importance of choice in loyalty schemes | |
| 20 | Supermarket & grocery loyalty |
| 20.1 | Introduction |
| 20.1.1 | Supermarket loyalty schemes usually succeed |
| 20.1.2 | Supermarkets are best at understanding customers |
| 20.1.3 | What drives the grocery shopper's choices |
| 20.1.4 | Private labels are growing in popularity |
| 20.1.5 | Food discounts boost sales but not loyalty |
| 20.2 | CASE STUDIES |
| 20.2.1 | UK supermarket loyalty |
| 20.2.1.1 | UK grocery market shares |
| 20.2.1.2 | British grocery shoppers head downmarket |
| 20.2.1.3 | Asda (EDLP) |
| 20.2.1.3.1 | Using EDLP instead of a loyalty initiative |
| 20.2.1.3.2 | Asda's customer retention strategy |
| 20.2.1.4 | Co-op (Dividend Card) |
| 20.2.1.5 | Iceland (Bonus Card) |
| 20.2.1.6 | Sainsbury's (Nectar) |
| 20.2.1.7 | Tesco (Clubcard) |
| 20.2.2 | USA supermarket loyalty case studies |
| 20.2.2.1 | Big Y (Express Rewards) |
| 20.2.2.2 | Giant Foods (BonusCard) |
| 20.2.2.3 | Meijer (EDLP) |
| 20.2.2.4 | Price Chopper (AdvantEdge Card) |
| 20.2.2.5 | Safeway (Clubcard) |
| 20.2.2.6 | Ukrop's (Golden Gift) |
| 20.2.2.7 | Wal-Mart (EDLP) |
| 20.2.3 | Other countries |
| 20.2.3.1 | Canadian Tire (Canadian Tire Money) |
| 20.2.3.2 | Coles Group, Australia (FlyBuys) |
| 20.2.3.3 | Foodtown/Woolworths NZ (OneCard) |
| 21 | Retail loyalty |
| 21.1 | Introduction |
| 21.2 | RETAIL LOYALTY INSIGHTS |
| 21.2.1 | Retail loyalty strategy |
| 21.2.1.1 | 90% of best-in-class retailers have loyalty schemes |
| 21.2.1.2 | US retailers top loyalty scheme member count |
| 21.2.1.3 | Top retail customer loyalty pressures |
| 21.2.1.4 | Retail loyalty driven by the 'Wow!' factor |
| 21.2.1.5 | Permission-based e-mail boosts retail loyalty |
| 21.2.1.6 | Fewer retailers increasing loyalty budgets |
| 21.2.2 | Other retail strategies |
| 21.2.2.1 | How retail promotions can build more loyalty |
| 21.2.2.2 | In-store sampling has prolonged effect |
| 21.2.2.3 | Retailers open to gift card ideas |
| 21.2.3 | Knowing the retail customer |
| 21.2.3.1 | Retailers at risk from the 'anonymous customer' |
| 21.2.3.2 | Retailers to react to consumers' value demands |
| 21.2.3.3 | South Africans also seeking greater retail value |
| 21.2.3.4 | US consumers' retail spending pattern |
| 21.2.3.5 | Retailers increasingly turning to Facebook |
| 21.2.4 | Retail customer experiences |
| 21.2.4.1 | Consumers enthusiastic about new technologies |
| 21.2.4.2 | Retailers still need better brand communication |
| 21.2.4.3 | Consumers unforgiving of e-shopping errors |
| 21.3 | CASE STUDIES FROM THE UK |
| 21.3.1 | Boots (Advantage Card) |
| 21.3.2 | LG (brand loyalty) |
| 21.3.3 | Pigsback (retail rebates) |
| 21.3.4 | Other UK retail loyalty developments |
| 21.4 | CASE STUDIES FROM THE USA |
| 21.4.1 | Barnes & Noble (B&N Member) |
| 21.4.2 | Best Buy (Reward Zone) |
| 21.4.3 | Borders (Borders Rewards) |
| 21.4.4 | CVS/Pharmacy (Extra Bucks) |
| 21.4.5 | Neiman Marcus (InCircle) |
| 21.4.6 | Nordstrom (Fashion Rewards) |
| 21.4.7 | Staples (Staples Rewards) |
| 21.5 | CASE STUDIES FROM OTHER COUNTRIES |
| 21.5.1 | Hbc, Canada (Hbc Rewards) |
| 21.5.2 | Home Ideas Centre, Australia (AdvantageCard) |
| 21.5.3 | Jet, South Africa (Jet Club) |
| 21.6 | OTHER RETAIL LOYALTY DEVELOPMENTS |
| 21.6.1 | A.C. Moore, USA |
| 21.6.2 | JCPenney, USA |
| 21.6.3 | Jeanswest, USA |
| 21.6.4 | Jewel-Osco, USA |
| 21.6.5 | Kmart, USA |
| 21.6.6 | LL Bean, USA |
| 21.6.7 | Macy's, USA |
| 21.6.8 | Newegg, USA |
| 21.6.9 | Office Depot, USA |
| 21.6.10 | OfficeMax, USA |
| 21.6.11 | QVC, USA |
| 21.6.12 | Shoppers Drug Mart, Canada |
| 21.6.13 | Sam's Club, USA |
| 21.6.14 | Sears, USA |
| 21.6.15 | Sears, Canada |
| 21.6.16 | Sobeys, Canada |
| 21.6.17 | Talbots, USA |
| 21.6.18 | Toys'R'Us, USA |
| 22 | Financial services loyalty |
| 22.1 | Introduction |
| 22.2 | INSIGHTS AND DEVELOPMENTS |
| 22.2.1 | Loyalty insights |
| 22.2.1.1 | Drivers of loyalty and churn |
| 22.2.1.1.1 | Financial loyalty driven by consumer trust |
| 22.2.1.1.2 | What makes financial service customers churn |
| 22.2.1.1.3 | Financial services e-mail can improve brand loyalty |
| 22.2.1.2 | Building loyalty to banks |
| 22.2.1.2.1 | Bank customer loyalty tied to customer service |
| 22.2.1.2.2 | Barriers to banking loyalty |
| 22.2.1.2.3 | How banks can earn younger customer loyalty |
| 22.2.1.3 | Debit card and credit card loyalty |
| 22.2.1.3.1 | New insights into payment card loyalty |
| 22.2.1.3.2 | Massive potential for debit card loyalty |
| 22.2.1.3.3 | Credit and debit reward card preferences |
| 22.2.1.3.4 | Credit card loyalty must adapt quickly |
| 22.2.1.3.5 | Credit card rewards on the decrease in the UK |
| 22.2.2 | Consumer insights |
| 22.2.2.1 | How banks can keep customers loyal |
| 22.2.2.1.1 | Banks can gain from Web 2.0 - if it's done well |
| 22.2.2.1.2 | Banks must monitor engagement to keep customers |
| 22.2.2.1.3 | Banks show new gains in customer engagement |
| 22.2.2.1.4 | Most consumers will defect over banking data loss |
| 22.2.2.2 | Credit card and debit card loyalty insights |
| 22.2.2.2.1 | Debit card reward schemes offered by more banks |
| 22.2.2.2.2 | Redemptions boost credit card satisfaction |
| 22.2.2.2.3 | Britons keen on credit card rewards |
| 22.2.2.3 | Loyalty to other financial services |
| 22.2.2.3.1 | Auto insurers lacking 'at risk' customer detection |
| 22.2.2.3.2 | Fund companies show poor Net Promoter scores |
| 22.2.3 | Technological developments |
| 22.2.3.1 | Rewards platform for financial institutions |
| 22.2.3.2 | Payment card ID-based loyalty platform |
| 22.3 | CASE STUDIES AND DEVELOPMENTS |
| 22.3.1 | American Express (Global) |
| 22.3.2 | Bank of America (USA) |
| 22.3.3 | Barclays Bank / Barclaycard (UK) |
| 22.3.4 | BMO (Canada) |
| 22.3.5 | Chase (USA) |
| 22.3.6 | Citi (Global) |
| 22.3.7 | Discover (USA) |
| 22.3.8 | HSBC (Global) |
| 22.3.9 | Lloyds TSB (UK) |
| 22.3.10 | MasterCard (Global) |
| 22.3.11 | MBNA (Global) |
| 22.3.12 | MoneyGram (US, Canada & Europe) |
| 22.3.13 | RBC (Canada) |
| 22.3.14 | Scotiabank (Canada/USA) |
| 22.3.15 | TD Bank (Canada) |
| 22.3.16 | US Bank (USA) |
| 22.3.17 | Visa (Global) |
| 22.3.18 | Wells Fargo (USA) |
| 22.3.19 | Zions Bank (USA) |
| 22.3.20 | Other developments |
| 22.3.20.1 | FNB loses court battle over rewarding accounts |
| 22.3.20.2 | Access Rewards for prepaid card issuers |
| 22.3.20.3 | Clubcard gives Tesco a financial services edge |
| 22.3.20.4 | Italy's payment card-based loyalty platform |
| 22.3.20.5 | Qmiles card cuts redemption prices in half |
| 22.3.20.6 | Flagstar Bank's new loyalty scheme |
| 22.3.20.7 | Integra Bank's merchant-funded rewards |
| 22.3.20.8 | Bank of Valetta's loyalty programme |
| 22.3.20.9 | Wells Fargo's loyalty e-shopping mall |
| 22.3.20.10 | Maximiles' & MasterCard's Dutch cashback scheme |
| 22.4 | MICRO-INVESTMENT REWARD PROGRAMMES |
| 22.4.1 | Upromise college savings (USA) |
| 22.4.2 | Futura Rewards college savings (Canada) |
| 22.4.3 | Vesdia Corporation |
| 22.4.3.1 | BabyMint college savings (USA) |
| 22.4.3.2 | NestEggz retirement savings (USA) |
| 23 | Air travel loyalty |
| 23.1 | Introduction |
| 23.1.1 | Air travel loyalty insights |
| 23.1.1.1 | Frequent flyer programmes & membership figures |
| 23.1.1.2 | Airlines' main challenge lies with loyalty efforts |
| 23.1.1.3 | Ten trends governing the future of FFPs |
| 23.1.1.4 | Frequent flyers want miles+cash redemptions |
| 23.1.1.5 | Benefits of an FFP in times of recession |
| 23.1.1.6 | How FFPs can generate serious income |
| 23.1.1.7 | FFP breakage 'more than GDP of most countries' |
| 23.1.2 | Air travel loyalty best practices |
| 23.1.2.1 | Strategies to reinforce the value of FFP miles |
| 23.1.2.2 | Key factors for building strong FFP relationships |
| 23.1.2.3 | Commoditised FFPs can still find value in data |
| 23.1.3 | Air travel loyalty developments |
| 23.1.3.1 | FFPs will spread from airlines to airports |
| 23.1.3.2 | BAA airport shops offer Miles&More rewards |
| 23.1.3.3 | FFPs not meeting members' needs & desires |
| 23.1.3.4 | Travelocity offers blackout-free flight redemptions |
| 23.2 | AIRLINE LOYALTY CASE STUDIES |
| 23.2.1 | Air Canada (Aeroplan) |
| 23.2.2 | Air France/KLM (Flying Blue) |
| 23.2.3 | Air New Zealand (Airpoints) |
| 23.2.4 | Alaska Airlines (Mileage Plan) |
| 23.2.5 | American Airlines (AAdvantage) |
| 23.2.6 | British Airways (Executive Club) |
| 23.2.7 | Brussels Airlines (Miles&More) |
| 23.2.8 | China Southern Airlines (Sky Pearl Club) |
| 23.2.9 | Continental Airlines (OnePass) |
| 23.2.10 | Delta Air Lines (SkyMiles) |
| 23.2.11 | Emirates (Skywards) |
| 23.2.12 | Etihad (Etihad Guest) |
| 23.2.13 | Frontier (Early Returns) |
| 23.2.14 | Jet Airways (JetPrivilege) |
| 23.2.15 | JetBlue Airways (TrueBlue) |
| 23.2.16 | Lufthansa (Miles&More) |
| 23.2.17 | Malaysia Airlines (Enrich) |
| 23.2.18 | Northwest Airlines (merged with Delta) |
| 23.2.19 | Qatar Airways (Qmiles) |
| 23.2.20 | South African Airways (Voyager) |
| 23.2.21 | Southwest Airlines (Rapid Rewards) |
| 23.2.22 | United Airlines (Mileage Plus) |
| 23.2.23 | US Airways (Dividend Miles) |
| 23.2.24 | Virgin Atlantic (Flying Club) |
| 23.2.25 | Virgin Blue (Velocity Rewards) |
| 23.3 | OTHER AIRLINES & FFP DEVELOPMENTS |
| 23.3.1 | Aeromexico (Club Premier) |
| 23.3.2 | Air China (Companion) |
| 23.3.3 | AirTran (A+ Rewards) |
| 23.3.4 | bmi (Diamond Club) |
| 23.3.5 | EgyptAir (Aeroplan) |
| 23.3.6 | Flybe (no loyalty scheme) |
| 23.3.7 | Kulula (Jetsetter Club) |
| 23.3.8 | Porter Airlines (VIPorter) |
| 23.3.9 | Qantas (Frequent Flyer) |
| 23.3.10 | Scandinavian Airlines (EuroBonus) |
| 23.3.11 | Spirit Airlines (Free Spirit) |
| 23.3.12 | TAM Brazil (Multiplus Fidelidade) |
| 23.3.13 | Turkish Airlines (Aeroplan) |
| 23.3.14 | Virgin America (Elevate) |
| 23.3.15 | WestJet (Air Miles Canada) |
| 24 | Hotel & resort loyalty |
| 24.1 | Introduction |
| 24.1.1 | Frequent guest programmes & membership figures |
| 24.2 | FREQUENT GUEST PROGRAMME CASE STUDIES |
| 24.2.1 | Accor (A-Club) |
| 24.2.2 | Best Western (Best Western Rewards) |
| 24.2.3 | Carlson Hotels (Goldpoints Plus) |
| 24.2.4 | Cendant Hotels (TripRewards) |
| 24.2.5 | Choice Hotels (Choice Privileges) |
| 24.2.6 | Hilton (Hilton HHonors) |
| 24.2.7 | Hyatt (Gold Passport) |
| 24.2.8 | InterContinental Hotels (Priority Club Rewards) |
| 24.2.9 | Marriott (Marriott Rewards) |
| 24.2.10 | Starwood Hotels (Preferred Guest) |
| 24.2.11 | Wyndham (Wyndham Rewards) |
| 25 | Travel & tourism loyalty |
| 25.1 | Introduction |
| 25.2 | CAR RENTAL LOYALTY CASE STUDIES |
| 25.2.1 | Avis (Avis First) |
| 25.2.2 | Budget Rent A Car (RapidRez) |
| 25.2.3 | Dollar Rent A Car (Dollar Express) |
| 25.2.4 | Enterprise (Enterprise Plus) |
| 25.2.5 | Europcar (Privilege) |
| 25.2.6 | Hertz (#1 Club) |
| 25.2.7 | National Car Rental (Emerald Club) |
| 25.2.8 | Thrifty (Blue Chip Rewards) |
| 25.3 | CRUISE PASSENGER LOYALTY |
| 25.3.1 | Carnival Cruise Lines (cruise operator) |
| 25.3.2 | CruisesOnly (cruise booking agent) |
| 25.3.3 | Celebrity Cruises (cruise operator) |
| 25.3.4 | CruiseShipCenters (cruise operator) |
| 25.3.5 | Holland America Line (cruise operator) |
| 25.3.6 | MSC Cruises (cruise operator) |
| 25.3.7 | SeaMiles (cruise loyalty programme) |
| 25.4 | TRAVEL AND TOURISM LOYALTY |
| 25.4.1 | Travel and tourism loyalty insights |
| 25.4.1.1 | Consumers rely on loyalty points for holiday travel |
| 25.4.1.2 | Participation in travel loyalty schemes drops |
| 25.4.1.3 | Travel loyalty must 'go the extra mile' |
| 25.4.1.4 | Travel loyalty to depend on lifestyle bundles |
| 25.4.1.5 | Frequent travellers value points more in recession |
| 25.4.2 | Travel and tourism loyalty developments |
| 25.4.2.1 | More rewards for last-minute travel bookers |
| 25.4.2.2 | Go Ahead Tours' referral programme |
| 25.4.2.3 | Travelocity's School Rewards programme |
| 25.4.2.4 | Tour firm benefits from cross-channel marketing |
| 25.4.2.5 | US travel agents benefit from TruCash rewards |
| 25.4.2.6 | Expedia offers Nectar point redemptions |
| 26 | Food, drink & recreation loyalty |
| 26.1 | Introduction |
| 26.2 | FOOD LOYALTY |
| 26.2.1 | Restaurant loyalty insights |
| 26.2.1.1 | Restaurant managers can boost diner loyalty |
| 26.2.1.2 | Loyalty platform for restaurants |
| 26.2.1.3 | RBS Lynk & Chockstone aid restaurant loyalty |
| 26.2.2 | Restaurant loyalty developments |
| 26.2.2.1 | T.G.I. Friday's (Give Me More Stripes) |
| 26.2.2.2 | Arby's trials mobile couponing |
| 26.2.2.3 | Win-Win adds three Deluxe Dining rewards |
| 26.2.3 | Other foods |
| 26.2.3.1 | Cashback rewards for Mexican food fans |
| 26.2.3.2 | General Mills' snack loyalty scheme |
| 26.2.3.3 | Red Mango launches Club Mango loyalty scheme |
| 26.2.3.4 | Compass corporate cafe loyalty scheme |
| 26.2.3.5 | sQuid card provides rewards at Pizza Hut |
| 26.2.3.6 | Pita Pit's gift card-based loyalty scheme |
| 26.2.3.7 | Dunkin' Donuts incentive scheme |
| 26.3 | DRINKS LOYALTY |
| 26.3.1 | Starbucks |
| 26.3.2 | Guinness (Hong Kong) |
| 26.3.3 | Other drinks |
| 26.3.3.1 | Miller's High Life Extras reward scheme |
| 26.3.3.2 | Budweiser's loyalty credit card |
| 26.3.3.3 | TheDrinkShop offers iPoints rewards |
| 26.3.3.4 | Customer-driven marketing aids wine clubs |
| 26.3.3.5 | Jordan Vineyard's wine loyalty scheme |
| 26.3.3.6 | Using soft drink bottle caps as loyalty tokens |
| 26.4 | RECREATIONAL LOYALTY |
| 26.4.1 | Golf |
| 26.4.1.1 | GolfingCard (rewards programme) |
| 26.4.1.2 | GolfingCard members rewarded via mobile phones |
| 26.4.1.3 | My Golf Rewards expands into North America |
| 26.4.2 | Football |
| 26.4.2.1 | UK football club's PayPass season card |
| 26.4.2.2 | UK football fans show loyalty with TeamCards |
| 26.4.2.3 | Football club adds loyalty to membership cards |
| 26.4.3 | Entertainments |
| 26.4.3.1 | Broadway adopts Audience Rewards |
| 26.4.3.2 | MovieTickets.com joins Red Carpet Rewards Club |
| 26.4.4 | Other developments |
| 26.4.4.1 | Kampgrounds of America's rewards card |
| 26.4.4.2 | Colorado Rapids' contactless mini reward card |
| 26.4.4.3 | Harrah's Total Rewards joins Points.com |
| 26.4.4.4 | UK loyalty scheme angles for free fish |
| 27 | Telecoms loyalty |
| 27.1 | Introduction |
| 27.2 | MOBILE TELECOMS LOYALTY |
| 27.2.1 | Mobile loyalty insights |
| 27.2.1.1 | Loyalty to mobile providers |
| 27.2.1.1.1 | Relationships rule the wireless roost |
| 27.2.1.1.2 | Unlimited messaging aids mobile network loyalty |
| 27.2.1.1.3 | Mobile service providers risking their loyalty |
| 27.2.1.1.4 | Mobile operators lose 25% of retail sales |
| 27.2.1.1.5 | Poor CRM systems inhibit mobile relationships |
| 27.2.1.2 | Mobile consumer loyalty |
| 27.2.1.2.1 | Drivers of mobile network loyalty and churn |
| 27.2.1.2.2 | Who's not loyal to their mobile service, and why |
| 27.2.1.2.3 | Mobile networks' rewards drive satisfaction |
| 27.2.1.2.4 | Loyalty to European mobile operators is high |
| 27.2.2 | Mobile loyalty developments |
| 27.2.2.1 | Etisalat launches cellphone rewards scheme |
| 27.2.2.2 | Sprint's SME loyalty offering |
| 27.2.2.3 | Nashua Mobile joins the eBucks coalition |
| 27.2.2.4 | Primus Cellular offers bonus Air Miles |
| 27.2.2.5 | Hawk customers donate 10% to the USO |
| 27.2.2.6 | Sprint expands Referral Rewards programme |
| 27.2.2.7 | Vodafone UK's pay-as-you-go loyalty scheme |
| 27.3 | FIXED LINE TELECOMS LOYALTY |
| 27.3.1 | Billing makes 10% of telecom customers defect |
| 27.3.2 | Fixed line loyalty developments |
| 27.3.2.1 | VoIP-PAL offers AirIncentives |
| 27.3.2.2 | AT&T's small business rewards card |
| 27.3.2.3 | Oman telco's loyalty club for the elite |
| 28 | Automotive & fuel loyalty |
| 28.1 | Introduction |
| 28.2 | AUTOMOTIVE LOYALTY AND REWARDS |
| 28.2.1 | Automotive loyalty insights |
| 28.2.1.1 | Factors that drive car owner loyalty |
| 28.2.1.2 | Automotive loyalty still dropping after 10 years |
| 28.2.1.3 | Discontinued models damage car-buyer loyalty |
| 28.2.1.4 | Engine trouble damages loyalty to car brands |
| 28.2.1.5 | 'Cash for Clunkers' damaged US car owner loyalty |
| 28.2.1.6 | Behavioural science is a key to luxury car loyalty |
| 28.2.1.7 | Americans happier with imported vehicle brands |
| 28.2.1.8 | Car customers more satisfied with dealer service |
| 28.2.2 | Automotive loyalty marketing case studies |
| 28.2.2.1 | Chrysler Group (USA) |
| 28.2.2.2 | Kenworth Trucks (USA) |
| 28.2.2.3 | Kia (USA) |
| 28.2.2.4 | Kia (Canada) |
| 28.2.2.5 | Mercedes-Benz (USA) |
| 28.2.2.6 | Toyota (Canada) |
| 28.2.3 | Automotive loyalty marketing developments |
| 28.2.3.1 | New US car dealer loyalty platform |
| 28.2.3.2 | Loyalty platform for the parking market |
| 28.2.3.3 | Experian Automotive's new loyalty unit |
| 28.2.3.4 | Auto dealer loyalty memberships reach 5 million |
| 28.2.3.5 | Ford renews Nectar partnership |
| 28.2.3.6 | Active Green+Ross joins two loyalty coalitions |
| 28.2.3.7 | Highway 407's updated reward offering |
| 28.3 | FUEL RETAILER LOYALTY AND REWARDS |
| 28.3.1 | Fuel retailer loyalty insights |
| 28.3.2 | Fuel retailer loyalty case studies |
| 28.3.2.1 | BP, UK |
| 28.3.2.2 | Coles Myer, Australia |
| 28.3.2.3 | Esso, Canada |
| 28.3.2.4 | Exxon, Singapore |
| 28.3.2.5 | FuelPerks! & Fuel Rewards, USA |
| 28.3.2.6 | Indian Oil, India |
| 28.3.2.7 | Petro-Canada |
| 28.3.2.8 | Shell, UK |
| 28.3.2.9 | Texaco, UK |
| 28.3.3 | Fuel retailer loyalty developments |
| 28.3.3.1 | Fuel retailer developments in the US |
| 28.3.3.2 | Fuel retailer developments in Canada |
| 28.3.3.3 | Fuel retailer developments in South Africa |
| 29 | Non-profit loyalty |
| 29.1 | Introduction |
| 29.2 | LOYALTY INITIATIVES SUPPORTING CHARITY |
| 29.2.1 | Charitable loyalty coalition aids local businesses |
| 29.2.2 | Fly Buys cards support cancer charity |
| 29.2.3 | E-shopping loyalty scheme supports UNICEF |
| 29.2.4 | Payback doubles points for children in need |
| 29.2.5 | Aeroplan reports increasing charity donations |
| 29.2.6 | Payback & BetterPlace offer charity donations |
| 29.3 | RECYCLING REWARD INITIATIVES |
| 29.3.1 | Rewards programme increases recycling by 90% |
| 29.3.2 | Reward programme diverts material from landfill |
| 29.3.3 | Atlanta's loyalty programme for recyclers |
| 29.4 | OTHER NON-PROFIT LOYALTY INITIATIVES |
| 29.4.1 | The Broccoli Project (helping the poor) |
| 29.4.2 | LoyaltyMatch's non-profit online fundraiser |
| 29.4.3 | Small non-profits turn to affinity credit cards |
| 29.4.4 | UK offers retail loyalty points as health incentive |
| 30 | Loyalty in other sectors |
| 30.1 | Introduction |
| 30.2 | LOYALTY TO PRINT & BROADCAST MEDIA |
| 30.2.1 | Book store loyalty |
| 30.2.1.1 | Angus & Robertson's book loyalty scheme |
| 30.2.1.2 | Borders' concept store pampers customers |
| 30.2.2 | Newspaper & magazine loyalty |
| 30.2.2.1 | Parenting Group's new subscriber loyalty scheme |
| 30.2.2.2 | UK daily papers' cashback shopping scheme |
| 30.2.2.3 | Conde Nast's revamped e-shopping rewards |
| 30.2.3 | Radio loyalty |
| 30.3 | LOYALTY TO TECHNOLOGY SUPPLIERS |
| 30.3.1 | Packard Bell's relationship strategy |
| 30.3.2 | Charter's subscriber rewards programme |
| 30.4 | LOYALTY TO HEALTHCARE PROVIDERS |
| 30.4.1 | Virgin HealthMiles' e-shopping rewards mall |
| 30.4.2 | Health provider's rewards scheme |
| 30.5 | ECO-LOYALTY INITIATIVES |
| 30.5.1 | UK-based green loyalty scheme reaches America |
| 30.5.2 | UK's Green Rewards programme |
| 30.6 | OTHER LOYALTY INITIATIVES |
| 30.6.1 | PetSmart's rewards credit card |
| 30.6.2 | Oak Creek Homes' rewards programme |
| 30.6.3 | Dream Rewards and Disney offer kids rewards |
| 30.6.4 | Pentagon Pets joins Octopus Rewards |
| 30.6.5 | City payment card's instant rewards |
| 30.6.6 | Retirement planners' new loyalty scheme |
| 30.6.7 | UK cash-back network grows 300% in one year |
| 30.6.8 | BSP Rewards powers DubLi's online mall |
| 30.6.9 | Play.com's rewards-based credit card |
| 30.6.10 | Doc Popcorn launches mobile loyalty scheme |
| 30.6.11 | Just Energy extends TruCash rewards to Ontario |
| Appendix A | Loyalty supplier directory |
| A.1 | SUPPLIERS BY CATEGORY |
| Customer loyalty systems by country | |
| CRM/BI systems by country | |
| Customer experience management by country | |
| Call centres by country | |
| Developers & integrators by country | |
| Application hosting by country | |
| Loyalty scheme operators by country | |
| POS technology by country | |
| Data warehousing & data mining by country | |
| Consultancy by country | |
| Coupons/gift certificates/incentives by country | |
| Internet marketing by country | |
| Direct marketing by country | |
| Research and analysis by country | |
| Public relations/media/events by country | |
| Industry associations by country | |
| A.2 | FULL SUPPLIER DETAILS (190 COMPANIES) |
Click here to view the full Executive Summary.
Click here to download Sample Texts from the report.
Click here for details of online Updates and Tools.
Click here for pricing and ordering details.
| |
 | |
| |
| Copyright © 2010 Wise Research Ltd |  |
| |