The Loyalty Minute

Welcome loyal listeners to another episode of The Loyalty Minute, I’m your host Rob Gallo and today I am eager to chat with the Loyalty Manager for IKEA Memphis, Carol Smith

Welcome to the show Carol, thanks for joining me...

Welcome Loyal listeners to episode 57 of the loyalty minute.  Today we’re going to be talking about 3 Signs Your Brand Isn't Telling a Winning Story (and How to Fix Things)

This was a great article in Entrepreneur magazine today and is well worth a read.  You can find a link to the full article in the show notes at theloyaltyminute.com

Getting right into it

1. Your marketing isn’t memorable

Your customers have a desire to engage with quality brand stories, but if the story you’re trying to tell isn’t that memorable, you won’t make a lasting connection.

2. You haven’t built a "tribe" around your brand

Many of the world’s most successful companies have achieved their status by building a brand tribe — a group of people who believe in the brand and its mission

3. You aren’t communicating your impact

These days, it’s not enough to be a “fun” or “exciting” brand. More and more people want to engage with brands that they feel are making some kind of positive impact on society.

To read the full article and discover how to fix these issues, as well as to uncover other great customer loyalty insights, please visit theloyaltyminute.com  Enjoy!

Welcome loyal listeners to another episode of The Loyalty Minute, I’m your host Rob Gallo and today I am eager to chat with the Director of Loyalty Programs at Boingo, Jeff Mabe. In past episodes, I usually go on to explain more details about our guests, but this time I am going to let Jeff tell you his story.

To learn more, please visit theloyaltyminute.com

Welcome Loyal listeners in today’s episode of the loyalty minute we’re going to be talking about Leveraging Connection And Progress To Become A Go-To Brand Like Amazon, Harley-Davidson And Southwest?

Based on a recent global study of more than 400 brands, Lippincott (a global brand & innovation consultancy) has uncovered how winning brands leverage “meaning” to outperform the competition. Meaning is defined as coming from two sources: 1. Connection - the kind that drives personal value and 2. Progress - the kind that drives action. The report defines what it takes to become a “Go-to” brand.

Simon Glynn, Chief Strategy Officer of Lippincott goes on to talk about how becoming a Go-to Brand means you are sought after, cared about, consulted with, and are happy to be seen with by your customers.For example, Southwest Airlines, a Go-to Brand for many of its customers, receives 6x fewer customer complaints according to USDOT for the same operational performance (lost bags or delayed flights) than some of its biggest competitors.

The report is chock full of great information including some quadrant maps and insightful infographics.

To read the full report and to uncover other great customer loyalty insights, please visit theloyaltyminute.com  Enjoy!

Welcome loyal listeners to another episode of The Loyalty Minute, I’m your host Rob Gallo and today I am eager to chat with our special guest Andy Lowenthal who is the Customer Loyalty Director at FranklinCovey. Andy has been working in the market research and customer insights field since getting his Masters in Market Research from the University of Georgia (go Bull Go Bulldogs).  Over the past 15 years, He’s been focused on designing and implementing NPS and customer experience loyalty programs for FranklinCovey.

For more information please visit theloyaltyminute.com

What we have here, is failure to communicate.

That is one of my favorite lines from any movie.  That movie of course is Cool Hand Luke.  And if you’ve never seen it, please stop listening to this podcast immediately and go watch it now… Go ahead, I’ll wait...

Welcome Loyal listeners in today’s episode of the loyalty minute we’re going to be talking about the difference between information and communication.

Sydney J. Harris and American journalist who wrote for the Chicago Daily News and then the Chicago Sun Times summed it up the best saying that “The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through.”

Words are a commodity. We all use them daily, so it is easy to forget that there is often a huge difference between providing information and communicating a strong message.

While information serves to keep people updated, its purpose is functional and does not inspire or lead to engagement, adoption or customer loyalty. here

Communication, on the other hand, can make all the difference in how employees, partners and customers view your brand. However, for a message to be effective and persuasive, its purpose must have little to do with your company and everything to do with your audience. Its reach must extend way beyond a single department and needs to permeate every facet of your organization on the inside if its true external purpose is to be achieved.

To learn more about the difference between information and communication, and to uncover other great customer loyalty insights, please visit theloyaltyminute.com  Enjoy!

Welcome Loyal listeners in today’s episode of the loyalty minute we’re going to be talking about how Life insurers can boost customer numbers and loyalty with gamification and rewards.

An interesting Business Insider article came out this morning referencing a new Harris Poll survey conducted on behalf of SE2 and Life.io which indicated that Sixty-eight percent of respondents said they would be likely to engage with incentive programs to reward a healthy lifestyle and wellness habits, if offered by their insurer,

And while 43% of consumers don't own life insurance, the Harris Poll's data shows that 43% of respondents would be much or somewhat more likely to purchase an insurance policy if the provider offered an interactive program with ongoing wellness benefits, which suggests that such initiatives could boost customer numbers, as well as engagement and loyalty.

Insurers looking to incentivize healthier lifestyles should expand their incentives to cover the widest audience possible and offer varied forms of rewards. Coincidentally, this is exactly what one of my companies does.  So if you work for a an insurance company and would like to learn how you can increase customer engagement and boost loyalty, reach out to the folks at CompLinks.co

For a link to the full Harris Poll survey, and to uncover other great customer loyalty insights, please visit theloyaltyminute.com  Enjoy!

Welcome Loyal listeners in today’s episode of the loyalty minute we’re going to be talking about how loyalty programs can remain viable in a cookie-less era?

A KPMG study from November 2019 found Australia, Italy and Canada have the highest rates of loyalty program adoption, with more than half the population making purchases that earn rewards at least several times a week. The U.S. isn't far behind, however, with 42% of consumers doing so.

Loyalty programs existed long before personalization and one-to-one marketing bubbled up as buzzwords, but the emergence of fresh digital channels and evolving privacy regulations suggest that many loyalty programs will have to rethink their data capture methods.

Following enforcement of the European Union's General Data Privacy Regulation (GDPR) last year and the California Consumer Privacy Act (CCPA) in January, advertising kingpin Google rattled the industry when it announced it would block third-party cookies on its Chrome browser within the next two years.

While the move may disrupt the infrastructure around marketers' ad targeting and data collection that support loyalty programs, it reflects a broader trend toward consumer privacy.

Brands from Sephora to Red Lobster are revisiting their rewards strategies amid tighter ad-targeting restrictions and greater demands for data privacy.

For a link to the full report, and other great customer loyalty insights, please visit theloyaltyminute.com  Enjoy!

Welcome Loyal listeners in today’s episode of the loyalty minute we’re going to be talking about How you distinguish a transactional relationship from an emotional one?

In a report titled, “Loyalty That Lasts” published jointly by Cheetah Digital and CMO Council the bring an important aspect of customer behavior to light: emotional loyalty. What is the intention behind your customer interactions? Is it just to make a sale? Or to establish a lasting bond—a bond that is not “predicated on savings, rewards or promotions”?

The expert commentary by Judd Marcello of Cheetah Digital delves into the foundational elements of emotional loyalty (affinity, alignment and trust), emphasizes the complexity involved in achieving it and outlines the benefits for both brands and customers. Executive perspectives from senior marketers explore how loyalty is redefined from the customer’s perspective and shows that proper, consistent and reciprocal use of customer voice can help progress from transactional to emotional loyalty.

Based on insights from 170 senior marketers, the report indicates a fundamental disconnect between the two...

For a link to the full report, and other great customer loyalty insights, please visit theloyaltyminute.com  Enjoy!

Welcome Loyal listeners in today’s episode of the loyalty minute we’re going to be talking about the subscription based model of customer loyalty.

Of course everyone knows about Amazon Prime,  where for $119 a year you can get free 2-day delivery Plus access to their video content as well as Amazon music, but will it work in every business?

Over the past five years, the subscription market has grown by more than 100% every year, with the largest retailers generating more than $2.6 billion in sales. Startups continue to pop up in every category, from the meal kits, razors, to beer and wine, kid stuff, video games, vitamins and just about every other category you can think of.

“Subscription models are what enable this customer choice, because it’s an ongoing relationship,” says Emma Clark, chief of staff at Recurly…  She continues... “We see this evolution going from one-time purchases moving further into a long-term connection with your customer through their purchasing habits and creating an ongoing revenue stream.”

https://venturebeat.com/2020/02/25/subscription-secrets-from-uber-lyft-bark-box-and-more-vb-live/

To learn more of what Emma Clark had to say on this subject, and other great customer loyalty insights, please visit theloyaltyminute.com  Enjoy!