Jenn McMillen

More Than a Token: NFT’s Hard-to-Replace Customer Experience Role

Source: Canva If an Image Can Be Worth 1,000 Points, Is It a Good Reward? Today, in the offices of retailers and brands nationwide, smart people are estimating how many transactions are worth the reward of one non-transferable, expressive asset – also known as a non-fungible…

Smash-and-Grab: It’s Happening to You, But Not Where You’re Looking

Reward Points Are Treasure, And Treasure Gets Stolen Therefore, guess what? Loyalty program points are being plundered, at epidemic rates. The spate of smash-and-grab thefts in Los Angeles may be grabbing headlines (with $25,000 in designer purses stolen from Nordstrom, how could it not?). However,…

Does Your Loyalty Program Need a Mobile-First Redesign?

How Often Are You Updating Your Mobile Rewards? Americans check their mobile devices an average of 262 times a day – that’s once every 5.5 minutes. And 70% of those consumers manage their rewards programs via mobile apps. So, if the loyalty experience they encounter...

IOU Holiday? Loyalty Programs Can Ease Supply-Chain Blues

What is the hottest gift on American wish lists this holiday? Fulfillment. And while many companies can’t work their way around product shortages, they can help their customers feel as if they are getting something they want for the season, by using one of...

Are You In the Right Stage of Data Use For Optimal Customer Experience?

How is Your Company Data Defined? Companies like data – they love it – but their relationships with it can be pretty complicated. For one thing, lots of companies gather data without mapping out the paths to their end games, or data goals. And...

4 Considerations If You Keep Using Facebook to Drive Business

  Social Media Has Many Faces. Which Do You Want On Your Brand? Recent whistleblower claims alleging Facebook prefers profit over user safety will likely generate blowback by users and corporations that do not align with these practices. The whistleblower, former Facebook employee Frances Haugen,…

Contactless Payment, Engagement and Loyalty: How to Have It All

It’s Happening: Touch-Free Buying is Breaking Off Contact Think ahead about what you give your customers, business owners, because it almost always changes how they interact with you. Today, all merchants should be thinking ahead about the implications of offering contactless payments. Most companies won’t…

3-Step Guide to Making Mid-Tier Customers Big Spenders

Never Underestimate the ROI from Mid-Tier Customers To quote Sir Richard Branson, “If you find yourself stuck in the middle there is only one way to go, forward.” Same applies to those mid-tier loyalty members. Even if the top 20% of a program’s members account...

Brand Loyalty Goes Both Ways. How to Use RFM to Gauge It

Consumers are Back, But Different. Loyalty Should Be, Too. Your customers have returned to you, and you love them thhhhiiiiis much. But how are you measuring that transactional embrace? Companies need to be careful not to confuse customer satisfaction with customer loyalty; two very different…

How Starbucks, Peloton & Pizza Hut Use Gamification (And You Can Too)

There’s a reason gamification has continued to be one of the marketing buzzwords you’re seeing everywhere. Because it works. Gamification involves applying game mechanics, as easy as challenges, bingo cards, memory games, scratch-off,  or spin-to-win, to marketing-driven outcomes such as visiting a website, watching a...

An Entrepreneur’s Guide to Avoiding Marketing Mishaps

20 Years is Not Enough Time to Know It All This much became clear to me, after launching the marketing- and loyalty-services company Incendio. I struck out on my own six years ago and became the “chief accelerant” following more than 20 years in the…

Big Results Loyalty on a Small-Business Budget: 8 Ideas

Size Doesn’t Make You Relevant. Understanding Does. When it comes to maintaining customer connections through a loyalty program, square footage and budgets don’t matter much. Old-time shopkeepers kept a running list of their customers’ favorite products and were able to make recommendations without anything close...

How Restaurant Rewards Can Serve Up New Customer Behaviors

Virtually all states have ended restrictions on public and indoor dining, and ravenous consumers have been responding. Restaurants sales reached $66 billion in April, a 30% increase from February and a 120% vault over April 2020. But how those dollars are spent, from the time...

4 Guidelines to Set Up Your Rewards to Replace Cookies

When the Cookies Start to Crumble, Loyalty Should be Picking Up the Pieces And it should be running with them. This is likely where the rewards of expert data collection and analysis will be realized in a year or so – within the loyalty initiatives...

Your Customer Base Is Changing. How Ready Are You?

A Changing Customer Base Means Changing Customer Tastes No exceptions. Take a retailer with a long-standing base of loyal, but maturing, customers. Recognizing the lifetime limitations of its market, the merchant launched an energetic strategy to attract younger shoppers. And it worked. It worked so…

Is Your Marketing Dashboard the Chevy Nova of Analytics?

Photo credit: Canva If your marketing platform’s dashboard is still providing a CD-player version of data insight streaming, then chances are your analytics are skipping a few beats – enough so that it’s costing you customers. Outdated dashboards can be as common as discontinued cars, and...

5 Marketing Lessons From The GameStop Stock Surge

If You Bend The Rules of Investing, Expect Limited Rewards Traders aren’t the only ones who should learn the hard rules of short-sightedness in the aftermath of the GameStop stock surge. The incident, initiated in January, occurred when a large group of amateur traders acquired…

Mission Inaction: Are You Losing Customers After Sign-up?

Were this retailer’s loyalty members turning into vapor? This is what a major retail client suspected of a significant number of customers who joined its rewards program. Fewer members were showing up in its customer database than the number signing up for the program at...

5 Surefire Ways To Maximize Your Loyalty Program

Right now is the ideal time to re-examine your loyalty program and maximize its impact. Not only does this help to keep your program fresh and engaging, but you’ll likely remove some hurdles and make improvements for your broader customer base as well. Here are...

New Posts