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Netflix Metrics: Subscriber Levels Rebound And Profits Rise After PR Misstep
Last year's ill-handled moves by Netflix regarding subscriber options may, in the long run, prove to have been quite the shrewd plays, depending on which customer metrics one examines....
Data Mining Helps Oberweis Dairy Boost Retention
Data analysis conducted by Oberweis Dairy revealed the secret to retaining new home-delivery customers: Give no more or less upfront in a new prospecting promotion than had been previously offered, but package it differently....
Global Loyalty Programs Need a Local Flavor to Succeed
Marketers who want to create loyalty programs around the world should design them with each country's needs and customs in mind. Cultural differences mean that the programs which work in North America won't necessarily translate well to other parts of the globe. The emerging BRICS (Brazil, Russia, India, China and South Africa) markets are fertile grounds for the next generation of loyalty program participants. These countries are growing, in terms of middle-class population and economic clout, and their citizens are open to established western brands. In addition, they're eager to participate in loyalty schemes, according to a new study. ...
Voice Of Customer Data Worth Collecting And Analyzing Despite Challenges
Analyzing customer opinions can provide valuable insights. This knowledge, however, is not easily gained. Knowing how to collect this information without biasing it, and aggregating qualitative — non-numeric — data can be daunting. Chris Cottle, executive vice president of marketing and products for Allegiance, offers thoughts on best practices in aggregating and using customer opinions....
Customer Loyalty: The Gift That Keeps on Giving
Loyalty efforts traditionally provide rich amounts of data on a member’s transactions. Transaction data, however, only reveals what a loyalty program member is currently buying. Transaction data rarely provides insight on what else the member could be buying, the reasons behind the purchase or what differentiates this customer from others. Trying to learn from transactions alone is like receiving a gift without knowing why or who gave it to us. We want to thank the person for the gift and let them know how much it’s appreciated. We want to know more about the giver so we can give them something in return. The more we know about them, the more value we can provide in future interactions with them. ...
Marketers Fall Down In Making Case For Gathering Personal Information: Study
Can't fool consumers. They know—or they think they know—that when marketers gather their personal information, the company benefits. But consumers are less sure of the benefits they themselves accrue when giving up their information. And a majority of them are concerned about the amount of information held by others, according to a new survey from LoyaltyOne. ...
Life-Cycle Analytics May Change Acquisition Thinking: Forrester
Marketers who focus their analytics efforts on prospecting are falling into a trap, argues Forrester Research's Srividya Sridharan. They place too much emphasis on channel-focused metrics, while giving short shrift to retention and long-term value measurements....
Aeropostale's P.S. Rewards Builds Loyalty Among Shopping Moms
A new loyalty program from Aeropostale P.S. was created using two primary sources of input. Yes, the brand's marketing executives conducted tests and research. But they also asked their mothers. The program, P.S. Rewards, was launched in mid-July to boost the fortunes of Aeropostale's youth-focused brand. It was created more for the mothers who buy the line's offerings than for the kids who wear them. ...
Points And Rewards, Not Discounts, Central to Club Yogi Rewards
Whether Club Yogi Rewards, a two-year-old loyalty program which rewards campsite visitors, is smarter than the average bear remains unproven. But it's definitely smarter than the average discount program, especially Club Yogi, the one it replaced in April 2009....
CRM Special Report: Social and Mobile Move Loyalty Beyond Points
There is a temptation to talk about mobile and social in the same breath. The channels came to prominence more or less concurrently. And there is considerable interplay, with consumers using their mobile devices to access social networks. But that said, there is at least one significant difference when it comes to loyalty marketing. ...
