CSN Stores enhances shopping experience with IBM Netezza TwinFin appliance

CSN Stores enhances shopping experience with IBM Netezza TwinFin appliance

News
CSN Stores, the third largest online retailer of home goods in the U.S., has selected IBM's Netezza® TwinFin® appliance to quickly mine and analyze terabytes of business data flowing through the company every day. The new appliance will power CSN's business analytics platform to monitor trends related to profitability, customer satisfaction, customer retention, order fulfillment and supply chain. The company will use the data to drive organic growth initiatives and discover new ways to better serve their customers. With a network of over 250 award-winning online retail stores including, AllModern.com, Luggage.com, Cookware.com, BedroomFurniture.com and Strollers.com, CSN sells over two million products – everything from toys, tools, and toasters to furniture, fitness gear, and flooring – offering unparalleled selection, service and savings to more than seven million visitors each month from…
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Walgreens appoints Graham Atkinson as Chief Customer Experience Officer to develop its loyalty

Walgreens appoints Graham Atkinson as Chief Customer Experience Officer to develop its loyalty

News
America's largest drugstore chain Walgreens announced that Graham W. Atkinson will be joining the company as Senior VP and Chief Customer Experience Officer, effective Jan. 24. Graham Atkinson will be responsible for developing and leading the company’s loyalty strategies with a specific emphasis on the customer experience. Most recently, Graham Atkinson was President of Mileage Plus for United Airlines, one of the world’s leading customer loyalty programs with more than 50 million members. In that role, he was responsible for improving the effectiveness of the customer loyalty program and extending the reach and impact of the marketing efforts for the program. While at United, he previously served as Executive VP and Chief Customer Officer and Senior VP-Marketing. Graham has 20+ outstanding years in marketing, customer experience, sales and operations at…
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Wyndham and Choice Hotels sued over their loyalty program

Wyndham and Choice Hotels sued over their loyalty program

News
This is a reminder for all loyalty professionals not to take things for granted. Sara K. Clarke recently reported in Orlando Sentinel that the Wyndham and Choice Hotels are being sued over their loyalty program. Source: “Hoteliers sue over loyalty program” By Sara K. Clarke, Orlando Sentinel, January 11, 2011 Franchisees have filed class-action lawsuits against two major hotel brands, saying the companies are illegally taking loyalty fees for guests who, in some cases, don't even know they've been enrolled in frequent-stay programs. The suits, filed in U.S. District Court in Orlando last month, allege that Lawyers for the hoteliers have asked for more than $260 million in damages from Wyndham, and more than $225 million from Choice — figures they termed "very conservative." Choice's hotel brands include Clarion, Quality and…
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It’s time to utilize deep customer knowledge

Articles
With the increasing use of customer relationship software some companies hold more customer information than other companies. Still, it appears to be quite rare for companies to use this information to deepen their customer relationships. I am suggesting you use micro-segmentation to help pinpoint customer preferences and styles. This will enable you to formulate a customer-value metric which will assist to identify the customers and segments that deserve the most investment. I also suggest that more attention should be paid to triggers and major life events, this will help to identify and anticipate customers' needs. Deep customer knowledge is multifaceted and requires a multifaceted approach, the trick is to integrate various forms of customer reactions and comments (of various types), transactional data and some intuition. (more…)
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Southwest revitalises their popular Rapid Rewards loyalty program

Southwest revitalises their popular Rapid Rewards loyalty program

News
Southwest’s popular Rapid Rewards loyalty program will be revitalised to a points-based loyalty scheme with based on money spent for a ticket. You don’t need to worry if you have already accrued credits, Southwest will convert your credits to points and customers will not lose out. This is a very clever way of extending the loyalty currency. With the revitalised program, customers will accrue points whenever they buy a ticket with higher multiples for higher levels of their three-tiered pricing. Southwest is also setting up a redemption system which enables customers to purchase other travel through a third-party vendor. Southwest has partnered with a third-party provider, Maritz, to offer additional rewards such as international flights, hotels, car rentals, gift cards and other products. Points will not expire as long as…
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Australian golf courses awaits Etihad Guest’s golf competition winners

Australian golf courses awaits Etihad Guest’s golf competition winners

News
Etihad Airways and Etihad Golf Club have joined hands with the Tourism Queensland, to initiate a global online promotion offering six golfers across the world to take a chance on a golfing trip to Queensland, Australia. Membership of Etihad's award-winning loyalty program Etihad Guest recently reached one million, and as membership grows, it looks for new ways to offer their members unique, innovative, and exclusive opportunities. This promotion campaign to win a golfing trip to Queensland will promote the broader benefits of Etihad Golf Club and Etihad Guest loyalty program to a global audience. Marketing teams of Etihad Airways, Etihad Golf Club, and Tourism Queensland have decided to launch a program on global basis in 2011 and if it becomes successful then it be will repeated twice in a year.
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Offering discounts often tends to reduce customer loyalty

Articles
“Oh yes, we love you and your product. This is just perfect for us, and we would like to do business with you, but your price is too high. Can't you do something so we can give you our business?” How many times have you heard something like that? Do salespeople get nervous and worry about losing such a piece of business? Honestly, I think most of us try to get the prospect to focus on the price/value relationship. What usually happens, however, is we try to find out how much the prospect would be willing to pay and then negotiate the price down to almost that level. When I ask this question of overcoming price objection, most salespeople I know respond to it by trying to find out how…
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Mobile marketing an effective tool for customer engagement

Articles, strategy
Engaging with existing customer base can be costly, particularly in today’s world when advertising costs are continuing to increase and positive results from an advertising campaign are harder to achieve. In such challenging times, marketers should search for new ways in which they can assign specific segmented targets for campaigns, increase customer touch points, and analyse the information collected after every campaign in order to maximize ROI. If you are focusing on customer engagement, then, mobile marketing provides the ability to achieve all of these goals. I have outlined some key benefits of using mobile marketing as a customer engagement tool: Easy and Instant - The message is delivered within seconds; this will result in positive touch-point. Most mobile marketing applications are very simple to operate. This means it’s very easy…
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