Jenn McMillen

6 Easy Tips To Give Your Loyalty Program Influencer Status

A Rewards Program Influences Sales, But What About Members? Companies are expected to invest billions of dollars in influencer marketing in 2022, yet it appears few of their influencer efforts have been integrated into one of the most potentially effective of all marketing tools –...

This is Where Rewards Programs Lose Most of Their Members

What’s the Shelf Life of Your Average Loyalty Member? So your reward program memberships rose in the last quarter. Congratulations! But how great is that net gain when factoring in the memberships that became inactive in the same period? Considering the cost of attracting new…

These are the Rewards Price-Conscious Shoppers Want Now

In Times of Hardship, Rewards Can Inflate Your Customers The cost of U.S. goods was nearly 8.5% higher in March 2022 from March 2021, according to the Consumer Price Index, and by the end of the year, the price of groceries alone is expected to...

6 Fresh Ways Big Brands Get Members to Earn Reward Points

Hey, Bigger Receipts Don’t Necessarily Mean Bigger Rewards Loyalty program operators, this is your time. Rising prices are still raising eyebrows, and shoppers who thought bigger shopping bills might be a short-term issue are now adjusting how they spend in preparation for long-term budget blow...

QSR is Prepared for Loyalty, But Beware of 3 Challenges

Source: Canva You Want Data With That Takeout? You Better Get Shakin’ Several monster-sized restaurant chains introduced loyalty programs in 2021, tempting millions of high-frequency diners across all sorts of demographics with the benefits of spending their meal dollars at one chain instead of another.…

Building Customer Experience Through 8 Essential Data Points

This is Your Customer. Some Assembly Required There is a fairly reliable formula for anticipating what your customers want from you, but it is only as good as the contents you add into it – so choose wisely. Data can set a promotional campaign free,…

6 Qualities of a Dream Customer

She Gave You Her Number, And Then She Ghosted You Welcome to the world of loyalty, where six in 10 customers enroll in a program for the instant discount or perk. It’s the “Can I buy you a drink?” pickup line of business. And the...

3 Loyalty Rules For 2022: What Every Company Should Know

Is It Time To Change Your Loyalty Proposition? It Meh Be In the third quarter of 2021, nearly four in 10 consumers switched products or brands, suggesting that some habitual purchases had become so rote they were more “meh” than “must.” Yes, product shortages were…

5 Ways Subscriptions Fail At Generating Customer Loyalty

What Do You Call People Who Eat Taco Bell Every Day? Right now, you would call them subscribers. But daily taco fixes, possible through Taco Bell’s Taco Lover’s Pass program, do not represent brand commitment. They represent value commitment. (The $10 monthly program entitles members...

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…

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