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<title>Loyalty Lab: Focus on Loyalty Marketing</title>
<link>http://www.loyaltylibrary.com/</link>
<description>Insights, success stories, and other coverage of customer loyalty efforts.</description>
<ttl>15</ttl>
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<title><![CDATA[What Big Brands Are Spending on Google]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2387</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2387</guid>
<description><![CDATA[[Editor's Note: Big brands spent big for different reasons.] Michael Learmonth - Advertising Age - 9/6/10 NEW YORK (AdAge.com) -- Before BP could stem the oil gusher at the bottom of the Gulf of Mexico, it unleashed $100 million in ad spending, largely on network TV, to stem the damage to its image. But it also started spending heavily where it had never spent much before: buying ads in Google's search results.

How much did BP spend on search? In two months, BP went from spending very little on search advertising -- about $57,000 a month -- to becoming one of Google's top advertisers, dropping nearly $3.6 million in the month of June alone, according to an internal Google document obtained by Advertising Age. That pushed BP into the upper echelon of search advertisers, in a league with Expedia, which spent at least $5.9 million in June, Amazon, which spent at least $5.8 million, and eBay, which spent at least $4.2 million. <a href="http://adage.com/digital/article?article_id=145720" target="_blank">Read the full story.</a>]]></description>
<pubDate>Mon, 06 Sep 2010 15:29:32 EST</pubDate>
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<title><![CDATA[Baby Carrot Growers Target Snackers With Integrated Effort]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2385</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2385</guid>
<description><![CDATA[[Editor's Note: Growers use integrated campaign for baby carrot market.] Ryan Chatelain - DM News - 9/3/10 The baby carrot industry is conducting an integrated marketing campaign to convince consumers that the vegetable isn't just for health nuts.

“A Bunch of Carrot Farmers,” a coalition of 50 carrot growers led by Bolthouse Farms, the nation's largest carrot producer, is behind the effort. The agency Crispin Porter & Bogusky is providing overall strategy, creative leadership and media planning and placement.

The $25 million campaign, which will launch September 13 in Cincinnati and Syracuse, NY, playfully uses the tag line, “Eat 'em like junk food.” The campaign will roll out over at least a year's time. <a href="http://www.dmnews.com/baby-carrot-growers-target-snackers-with-integrated-effort/article/178237/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Sun, 05 Sep 2010 12:07:36 EST</pubDate>
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<title><![CDATA[What Not To Do In A Loyalty Program]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2378</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2378</guid>
<description><![CDATA[[Editor's Note: Don't create a divide between you and your customers.] Ryan Chatelain - DM News - 8/25/10 If you're looking for one of the worst examples of customer relationship management, look toward Columbia, SC.

WISTV.com posted a story on August 25 about the University of South Carolina's loyalty program for student sports tickets. The program allows students to earn points to be used toward tickets for popular sports such as football and men's basketball games. <a href="http://www.dmnews.com/what-not-to-do-in-a-loyalty-program/article/177543/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Sat, 28 Aug 2010 14:13:44 EST</pubDate>
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<title><![CDATA[MilkPEP Launches Mobile Rewards Program Aimed at Teens]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2374</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2374</guid>
<description><![CDATA[[Editor's Note: Campaign promotes the benefits of low-fat chocolate milk.] Shahnaz Mahmud - DM News - 8/23/10 The Milk Processor Education Program  (MilkPEP) launched a mobile rewards program targeting teens as part of its overall campaign to promote the benefits of low-fat chocolate milk.

The “Refuel America” effort, launched August 11, includes print, television, public service announcements, online and sporting event marketing, in addition to mobile. MilkPEP worked with agency Draftfcb on the out-of-home, digital and mobile components of the campaign. Ad agency Deutsch is managing TV and print, while PR firm Weber Shandwick is handling public relations and grassroots efforts. <a href="http://www.dmnews.com/milkpep-launches-mobile-rewards-program-aimed-at-teens/article/177367/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Wed, 25 Aug 2010 11:03:54 EST</pubDate>
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<title><![CDATA[MLS, New York Red Bulls Promote Henry Debut with E-mail Blast]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2366</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2366</guid>
<description><![CDATA[[Editor's Note: E-mails aim to get fans in the seats.] Shahnaz Mahmud - DM News - 8/12/10 Major League Soccer and the New York Red Bulls franchise sent out an e-mail blast August 9 to increase ticket sales for the team's August 11 home match. The game, against Toronto FC, was the home debut of international soccer star Thierry Henry. <a href="http://www.dmnews.com/mls-new-york-red-bulls-promote-henry-debut-with-e-mail-blast/article/176831/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Mon, 16 Aug 2010 18:04:13 EST</pubDate>
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<title><![CDATA[Orbitz Touts Reliability in New Campaign]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2358</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2358</guid>
<description><![CDATA[[Editor's Note: Orbitz uses mixed media for new marketing campaign.] Ryan Chatelain - DM News - 7/16/10 Orbitz Worldwide launched an integrated marketing campaign July 15 that aims to assure travelers that the online travel company can prevent any unwelcome surprises. <a href="http://www.dmnews.com/orbitz-touts-reliability-in-new-campaign/article/174738/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Sat, 17 Jul 2010 12:42:44 EST</pubDate>
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<title><![CDATA[JetBlue Campaign Touts TruBlue Loyalty Program]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2351</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2351</guid>
<description><![CDATA[[Editor's Note: Customer survey leads to program change.] Shahnaz Mahmud - DM News - 7/2/10 JetBlue Airways launched a campaign June 30 to acquire new members for its customer loyalty program, “TruBlue.”

The campaign will include e-mail marketing, in-flight and airport spots, and online and out-of-home advertising. Agency Carlson Marketing created the campaign.

The effort, “Be True,” was created eight months after an overhaul of the loyalty program, said Leann Guinn, coordinator of marketing programs at JetBlue.

She said the campaign is an opportunity for JetBlue to re-introduce the rewards program, adding that many JetBlue customers are not program members. <a href="http://www.dmnews.com/jetblue-campaign-touts-trublue-loyalty-program/article/173858/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Wed, 07 Jul 2010 15:30:33 EST</pubDate>
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<title><![CDATA[Go Further in Customer Loyalty Practices to Build Brand]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2347</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2347</guid>
<description><![CDATA[[Editor's Note: Personalized customer engagement will be rewarded.] Christopher Petix - DM News - 6/30/10 The American businesses that have the strongest bottom lines right now are those that enjoy the strongest brand loyalty. More and more organizations have come to this realization and as a result are looking at how their online marketing activity can help to gain visibility for and engagement with their brands.

Marketers have always known the value of brand building. Once consumers begin to trust a brand, their loyalty to it grows – and loyal customers have far higher long-term value than opportunistic customers. However, the greatest challenge has always been how to create customer loyalty.

Consumers have shown that they will defect from brands that bombard them with impersonal and irrelevant information. Similarly, they are more likely to make a purchase after a personalized interaction with a brand. <a href="http://www.dmnews.com/go-further-in-customer-loyalty-practices-to-build-brand/article/173631/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Mon, 05 Jul 2010 15:01:29 EST</pubDate>
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<title><![CDATA[Loyalty Online Creates Instant Connections]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2345</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2345</guid>
<description><![CDATA[[Editor's Note: Use online loyalty promotions to reward your customers in real-time.] Brady Brewer et al. - DM News - 6/21/10 Marketers are finding new ways to improve their customer loyalty programs by incorporating online channels from mobile to search in order to reach consumers where they're spending more and more time. <a href="http://www.dmnews.com/loyalty-online-creates-instant-connections/article/173038/" target="_blank">.Read the full story.</a>]]></description>
<pubDate>Mon, 28 Jun 2010 14:50:31 EST</pubDate>
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<title><![CDATA[The Voice of the Customer in the Community]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2342</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2342</guid>
<description><![CDATA[[Editor's Note: Voice of the customer. engagement. loyalty...what are we talking about?] Mark Johnson - Destination CRM - 6/17/10 Voice of the customer. Engagement. Loyalty.

What do these buzzwords mean? How do we use them to drive value? Where are the best practices?

These often-used terms have connotative and denotative meanings that can be quite different depending on who uses them and how they are used. We continue to see uncertainly about loyalty, engagement, and voice of the customer. Questions about these buzzwords keep coming fast and furiously. <a href="http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/The-Voice-of-the-Customer-in-the-Community-67187.aspx" target="_blank">Read the full story.</a>]]></description>
<pubDate>Wed, 23 Jun 2010 20:35:34 EST</pubDate>
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<title><![CDATA[Sony Ericsson's Facebook Competition Tab a Great Success]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2337</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2337</guid>
<description><![CDATA[[Editor's Note: Some people just like to compete, Make it work for your business.] Rajani Baburajan - TMC - 6/11/10 Social media tools like Facebook (News  - Alert)  and Twitter are bringing revolution in brand marketing scenario. As an innovative step, some companies have started announcing regular competitions through these channels offering attractive prizes to winners. <a href="http://call-center-software.tmcnet.com/topics/call-center-solutions/articles/89300-sony-ericssons-facebook-competition-tab-great-success.htm" target="blank">Read the full story.</a>]]></description>
<pubDate>Mon, 21 Jun 2010 11:51:09 EST</pubDate>
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<title><![CDATA[10 Tips for Improving Customer Service and Keeping More of Your Customers]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2330</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2330</guid>
<description><![CDATA[[Editor's Note: Good customer service means loyal customers.] Windsor Pennicott - JOBS & BUSINESS - 6/14/10 1. Customer service is all about customers’ needs first and your needs second.
If your customers expect a response from you in 24 hours and you always respond much later, that’s putting your needs first and their needs second.

2. Customers are like a spouse, they need to feel special to continually respond to your offers.
You make your customers feel special by over-delivering in every area, especially in those areas they don’t expect. Imagine how you’d feel if you sent an email with a question to a merchant and they responded within half an hour with an answer when you were expecting an answer the next day. You would definitely feel special. It’s a wonderful feeling. Create this feeling within your customers. <a href="http://staringfrog.com/jobs/2010/06/10-tips-for-improving-customer-service-and-keeping-more-of-your-customers/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Tue, 15 Jun 2010 13:50:16 EST</pubDate>
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<title><![CDATA[A&E, Barnes & Noble Use E-mail, Giveaways to Promote 'The Glades']]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2329</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2329</guid>
<description><![CDATA[[Editor's Note: Two companies are looking to former customers in marketing plan.] Iris Dorbian - DM News - 6/14/10 Cable television network A&E has partnered with bookseller Barnes & Noble to promote the July 11 premier of crime mystery series The Glades. The companies are mailing the book version of the show's pilot episode to Barnes & Noble customers. Agency Fathom Communications created the effort, which began June 9.

The companies are distributing hard copy and e-book versions of The Glades in retail and digital channels. Major touchpoints include in-store displays in nearly half of Barnes & Noble's US stores. The company is also offering complimentary copies at the point of purchase and shipping free versions to B&N e-commerce customers with regular purchases.

Both A&E and Barnes & Noble are leveraging their customer databases for the promotion. <a href="http://www.dmnews.com/ae-barnes-noble-use-e-mail-giveaways-to-promote-the-glades/article/172467/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Mon, 14 Jun 2010 17:12:35 EST</pubDate>
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<title><![CDATA[Cornell Marketing Roundtable Focuses on Implications of Social Media]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2324</link>
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<description><![CDATA[[Editor's Note: Hospitality guests put high value on other customer reviews when making decisions.] Jennifer Macera - Cornell School of Hotel Administration - 5/28/10 The hospitality industry continues to grapple with the effects of social media—both in terms of how customers use these media and how hospitality organizations can interact with their customers. Participants in the spring 2010 Marketing Roundtable, sponsored by Cornell's Center for Hospitality Research (CHR), addressed both ends of that question. Regardless of the media channel, they agreed that hospitality operators should carefully listen to their customers and adapt their offerings and messages accordingly. Chaired by Cornell's Lisa Klein Pearo, the roundtable combined discussions by CHR partners, invited participants, and researchers. <a href="http://www.hospitalitynet.org/news//4046791.html" target="_blank">Read the full story.</a>]]></description>
<pubDate>Fri, 28 May 2010 15:06:29 EST</pubDate>
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<title><![CDATA[Reclaiming Customer Loyalty]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2320</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2320</guid>
<description><![CDATA[[Editor's Note: Customers today want genuine concern in exchange for their brand loyalty.] Don Roy - Marketing DR - 5/24/10 One of the most significant effects of the recession (which may be over according to economists but many households are not convinced) has been consumers’ propensity to trade down to lower priced brands. In good economic times, many marketers strived to deliver value through enhanced product features or symbolic benefits of their brands. The strategy was to deliver value that customers would be willing to pay price premiums to attain. When the economy worsened, consumers tended to become more conservative in their buying behavior, cutting back where they could and buying lower priced alternatives to meet their needs. <a href="http://marketingdr.blogspot.com/2010/05/reclaiming-customer-loyalty.html" target="_blank">Read the full story.</a>]]></description>
<pubDate>Tue, 25 May 2010 13:38:44 EST</pubDate>
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<title><![CDATA[Secrets To Getting Customer Loyalty]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2311</link>
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<description><![CDATA[[Editor's Note: Customer communication is key.] Adriana Noton - Local Marketing Ideas - 5/18/10 As a business owner or anyone who works with customers, your main goal is to get customer loyalty. You want those customers to keep coming back for more. While many different places are creating cards that gives those who have them incentives to practice this, many of these places have forgotten the old fashioned things that creates this. What are some of those things?

One of those things is just how you interact with customers. Customers want to be heard. They want to know that they have your attention. They want to be able to have a wide variety of ways to get a hold of the people that they are wishing to speak to. Opening that line of communication will ensure that they have what they need to be a customer of yours. <a href="http://localmarketingideas.com/secrets-to-getting-customer-loyalty/" target="_blank">Read the full story.</a>]]></description>
<pubDate>Tue, 18 May 2010 15:25:51 EST</pubDate>
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<title><![CDATA[How To Create A Compelling Customer Loyalty Program]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2309</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2309</guid>
<description><![CDATA[[Editor's Note: Loyal customers make introducing new products and services easier.] Julie Ann Ross - ArticleSnatch - 5/16/10 Customer loyalty is one of the most elusive goals in business. If a company is able to develop a loyal, happy customer base, they're able to differentiate their brand, introduce new products and services with little risk, and greatly increase their profits each quarter. Without customer loyalty, however, it's almost impossible to survive in competitive business markets.

As such, well-developed customer loyalty programs are an essential part of any company's strategy, especially in tough economic times. Sometimes, though, it can be difficult to know where to start, and understand how a compelling loyalty program can be planned and implemented. <a href="http://www.articlesnatch.com/Article/How-To-Create-A-Compelling-Customer-Loyalty-Program/1146500" target="_blank">Read the full story.</a>]]></description>
<pubDate>Mon, 17 May 2010 12:00:54 EST</pubDate>
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<title><![CDATA[Consumer Brand Loyalty Wanes in Recession]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2305</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2305</guid>
<description><![CDATA[[Editor's Note: Trend likely to persist.] - MarketingProfs - 5/5/10 Driven by the need to save money during the economic downturn, consumers have been revoking their allegiance to brands  in the past two years, and many have opted for cheaper brands across a variety of product categories, according to a new study from comScore.

Brand Loyalty Diminishes Across All Product Categories and Segments

As the economic downturn has continued, the percentage of shoppers who typically buy brands they want most has steadily declined. In March 2010, less than 50% of shoppers reported purchasing the brand they wanted most. <a href="http://www.marketingprofs.com/charts/2010/3595/consumer-brand-loyalty-wanes-in-recession" target="_blank">Read the full story.</a>]]></description>
<pubDate>Wed, 12 May 2010 17:14:46 EST</pubDate>
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<title><![CDATA[Loyalty Choices]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2295</link>
<guid isPermaLink="true">http://www.loyaltylibrary.com/article.aspx?articleID=2295</guid>
<description><![CDATA[[Editor's Note: Groceries and gas, still time for the small player to get in.] Angel Abcede - CSP - 4/27/10 Michael Haynes wants his customers to get a sense of value when they visit his chain's stores. Like more and more retailers seeing major oil companies and grocery chains getting into the loyalty game, his goal is to win the hearts and wallets of both loyal and new customers.
<a href="http://www.cspnet.com/ME2/Audiences/dirmod.asp?sid=&nm=&type=Publishing&mod=Publications%3A%3AArticle&mid=8F3A7027421841978F18BE895F87F791&tier=4&id=EC0DB2D6A6E84DE3B922D6232D08C105&AudID=3F7DE6D5939244BBA5FBA04DEA47CA69" target="_blank">Read the full story.</a>]]></description>
<pubDate>Tue, 27 Apr 2010 11:48:18 EST</pubDate>
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<title><![CDATA[MEF North America Launches New Initiative to Foster the Business Opportunities of M-Commerce]]></title>
<link>http://www.loyaltylibrary.com/article.aspx?articleID=2294</link>
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<description><![CDATA[[Editor's Note: Initiative to leverage the mobile phone to drive customer acquisition and retention.] - TMC - 4/26/10 Mobile Entertainment Forum (MEF (News  - Alert)) North America announced today a new Mobile Commerce (M-Commerce) Initiative created to help brands, content producers, and retailers better understand how to leverage the mobile phone to drive customer acquisition, retention, and conversion. The first phase of the initiative will produce an educational and informative webinar and M-Commerce Guide that will contain commercial best practices, benefits, and case studies designed to demystify and simplify the mobile commerce landscape. <a href="http://it.tmcnet.com/news/2010/04/26/4750051.htm" target="_Blank">Read the full story.</a>]]></description>
<pubDate>Mon, 26 Apr 2010 14:28:24 EST</pubDate>
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