April 2008: Letting Loyalty Guide Your Customer Experience
Original broadcast: April 3, 2008
Running time: 43:23
Leveraging customer information to create targeted offers and promotions is only part of the loyalty marketing equation. The other part is to know how to prioritize customer needs based on their total value to your brand. Edward P. Foy Jr., co-founder and CEO of eFashion Solutions, has woven loyalty marketing principals into the e-commerce operations his company manages for the likes of DKNY, Playboy and Baby Phat. Foy discussed his approach to creating a customer-centric culture to improve customer loyalty. Joining him with additional thoughts on customer-centricity was David Rosen, Senior Vice President, Loyalty Lab.
Speakers
Edward P. Foy, Jr., CEO and Co-founder, eFashion Solutions
David Rosen, Senior Vice President, Loyalty Lab
February 2008: The Path to Customer-Centricity
Original broadcast: February 28, 2008
Running time: 43:23
Getting everything right - right offer, right customer, right time, right channel - to accomplish truly customer-centric marketing requires a symphony of technologies working in concert. Forrester Research senior analyst Suresh Vittal discussed key technologies and marketing imperatives for reaching out to customers and deepening the relationship. The recording for this event is not currently available, but for more information, please contact us.
Speakers
Suresh Vittal, Senior Analyst, Forrester Research
October 2007: Facebook: Where Loyalty Marketing Gets Social
Original broadcast: October 23, 2007
Running time: 47:16
Online social networks like Facebook represent terrific new opportunities for marketers. Seth Goldstein, Co-founder and CEO of SocialMedia, an application network with millions of engaged users, explained how marketers can leverage social media activities by reaching out to consumers where they’re congregating online. David Rosen, Senior Vice President, of Loyalty Lab shared additional perspective on the intersection of loyalty marketing and social media.
Speakers
Seth Goldstein, Co-founder and CEO, SocialMedia
David Rosen, Senior Vice President, Loyalty Lab
September 2007: Where Loyalty Fits in Your Customer Communications Strategy
Original broadcast: September 27, 2007
Running time: 40:15
Loyalty has taken on new meaning in the marketplace as more marketers examine their retention and relationship strategies. Wendy Lynes, Retail Pactice Leader at Harte-Hanks, discussed the role of loyalty marketing in a broader customer communications strategy. She offered a case study that illustrated her points. Joining her was David Rosen, Senior Vice President, Loyalty Lab.
Speakers
Wendy Lynes, Retail Practice Leader, Harte-Hanks
David Rosen, Senior Vice President, Loyalty Lab
June 2007: Going from Many-Siloed to Merged Channel
Original broadcast: June 28, 2007
Running time: 41:41
New technologies to improve the shopping experience have put many retailers in the difficult position of playing catch-up, with consumers even more so than competitors, especially in the multi-channel realm. A trio of veteran technology and retail practitioners examined the challenges retailers face in merging sales channels and where new technologies can help. Evan Schuman, a veteran IT journalist, Mark Barry, a marketing technology investor and former Microsoft executive, and Michael Greenberg, a Loyalty Lab executive and former marketing chief for a major sporting goods retailer, explored developing trends in multi-channel retail.
Speakers
Mark Barry, Venture Partner, OpenView Venture Partners
Evan Schuman, Editor, StorefrontBacktalk
Michael Greenberg, Vice President, Loyalty Lab
May 2007: Tying Your Key Promotions to a Long-term Loyalty Plan
Original broadcast: May 24, 2007
Running time: 39:58
Interactive promotions are an excellent way to acquire new customers; when done right, they entertain, engage, and excite customers of all types. Loyalty programs are an excellent way to retain customers and increase customer value. Put them together, and you gain the benefits of both. Josh Linkner, Founder and CEO of ePrize, the market leader in interactive promotions with more than 2500 promotions delivered, and David Rosen, Senior Vice President of Loyalty Lab, the leading on-demand provider of best customer management programs, discussed how you can benefit from combining interactive promotions with loyalty programs.
Speakers
Josh Linkner, Founder and CEO, ePrize
David Rosen, Senior Vice President, Loyalty Lab
April 2007: Build a Loyal Community
Original broadcast: April 26, 2007
Running time: 46:22
Customer dialog is a powerful catalyst to building a relationship, but it’s no longer limited to just the retailer communicating with shoppers. Consumers now seek to engage in their own online dialogue, which is quickly becoming their most trusted source of information. An ideal forum for encouraging and facilitating this type of customer-to-customer sharing is through user-generated product reviews and ratings. Brett Hurt, founder and CEO of Bazaarvoice, a leading technology provider that helps brand marketers harness the power of user-generated content, discusses this social commerce phenomenon, along with Mark H. Goldstein, co-founder and CEO of Loyalty Lab, who offered ways this consumer input can strengthen and foster greater brand loyalty.
Speakers
Brett Hurt,
Founder and CEO, Bazaarvoice
Mark H. Goldstein,
CEO and co-Founder, Loyalty Lab
March 2007: Loyalty at the Point of Sale
Original broadcast: March 22, 2007
Running time: 35:09
Maneuvering the operational concerns and your company’s unique combination of Point of Sale and Customer Relationship Management software, payment gateways, stored value solutions and POS hardware is a complex challenge few marketers are trained to take on. Yet the benefits of linking loyalty initiatives with the POS are undeniable. Jack Kaplan, who co-founded Datamark Technologies, Inc., offered some insight, best practices, and advice in crafting an approach to bringing Loyalty to the Point of Sale.
Speakers
Jack Kaplan,
A principal of PITG, and co-founder and former president of Datamark Technologies Inc.
February 2007: Test and Learn: Adapting Loyalty to the Market
Original broadcast: February 22, 2007
Running time: 39:52
Leading secondary ticket marketplace TicketsNow launched a limited loyalty program in summer 2006 dubbed "The InCrowd". As its name suggested, the goal was to create an aura of exclusivity in a budding new industry that had not yet capitalized on loyalty marketing. The Chicago e-tailer soon discovered that everyone wanted in "The InCrowd" and keeping people from clicking inside the graphical velvet ropes was counter-productive. The evolution of "The InCrowd" was a case study in adaptive marketing. Mark Hodes, Senior Vice President, Customer Marketing at TicketsNow described the process he undertook and shared some insights into his success.
Speakers
Mark Hodes, Senior Vice President, Customer Marketing, TicketsNow
January 2007: Building a Long-Term Loyalty Business in 107 Days
Original broadcast: January 25, 2007
Running time: 37:04
Sean O’Neill joined uTANGO, a revolutionary new loyalty drive business, in late summer 2006 with a mission to launch in just 107 days. Creating the platform for uTANGO, which rewards married couples for maintaining spending levels, took a complex mix of proprietary coding, best-of-breed on-demand software and open standard solutions as well as loads of ingenuity. O’Neill explained how he leveraged new technologies and his experience at Amazon.com to reach his November 14 launch deadline. He was joined by David Rosen, Senior VP of Loyalty Lab, who offered additional context from his experiences at MyPpoints.com and Loyalty Lab.
Speakers
Sean O'Neill, Senior VP of Product Development, uTango
David Rosen, Senior VP, Loyalty Lab
November 2006: Best Practices in Loyalty Marketing
Original broadcast: November 1, 2006
Running time: 47:56
Get executive buy-in. Train everyone involved. Plan for breakage. Update programs annually. These are some of the insights offered to marketers in an examination of best practices for each of the six major phases of loyalty programs: Design, Pre-launch, Program Launch, Ongoing Management, Analysis, and Change & Update.
Loyalty Lab teamed up with technology partner MarketLive to deliver an instructional presentation for marketers considering launching a loyalty marketing initiative or already managing one. Michael Greenberg, Vice President, Marketing of Loyalty Lab, a former Macy’s buyer and sporting goods retail marketer, pulled from his experiences as a retailer and from working with dozens of retailers launching or renewing loyalty initiatives.
Speakers
Michael Greenberg, VP, Marketing, Loyalty Lab
September 2006: Using Loyalty to Build Brand Identity
Original broadcast: September 21, 2006
Running time: 34:24
Loyalty programs are powerful tools in building brand identity for companies lacking immediate recognition or for brands that don’t lend themselves well to personal connections with a mass customer audience. Despite immense size and impact on the national theater scene, most customers haven’t heard of The Nederlander Organization. Susan Lee, CMO of Nederlander, chose loyalty marketing as the primary instrument to accomplish a symphony of goals. She described the development of the Audience Rewards program and its position as the public face of The Nederlander Organization.
Speakers
Susan Lee, CMO, The Nederlander Organization
July 2006: Loyalty, On Less Than One FTE
Original broadcast: July 27, 2006
Running time: 41:00
Loyalty programs conjure up images of teams of people working for months or years to bring programs to market. That's a myth, as evidenced by the experiences of Montana Legend Premium Angus Beef. CEO Keith Lauver personally handled the technical integration as well as the marketing planning for the Montana Legend Great Taste rewards program. During this webinar, Keith described the planning and implementation process he undertook to launch his company's first loyalty program.
Speakers
Keither Lauver, CEO of Montana Legend and experienced startup entrepreneur
June 2006: 120 Days to Loyalty Launch
Original broadcast: June 22, 2006
Running time: 40:57
Bally Total Fitness tackled the issues for a three-state trial launch of the first loyalty program of its kind in the fitness industry in 120 days. With its 'Club Bally Member Rewards,' Bally Total Fitness became the first major health and fitness chain to reward its members for staying in shape. Pam McNamara, marketing and loyalty consultant for Bally Total Fitness and other name brands, described the process she and Bally Total Fitness's internal customer relationship management team undertook to fast-track the program through the approval, evaluation and integration process.
Speakers
Pam McNamara, A senior integrated marketing professional with over 15 years experience in customer and relationship marketing who is now a consultant for Bally Total Fitness and other leading brands.
May 2006: Email + Behavioral Insight = Success
Original broadcast: May 18, 2006
Running time: 42:44
With the role of email in multi-channel marketing campaigns evolving, new technologies are making it easier for marketers to integrate data and coordinate contacts through multiple-channels. Marketers are also integrating email marketing with web analytic tools, so that they can understand consumer behavior at a deeper level and act on that insight. Marketing communications can now reliably be targeted not just on past purchases, but current, observed interests. Ed Henrich, an email marketer since 1997, shared insights on how to link email to these powerful new analytical and behavioral tools. Ed was joined by Dave Hendricks, Vice President, Sales, of Loyalty Lab, who posed some of the most common questions he encounters when talking to marketing professionals.
Speakers
Ed Henrich, Email marketing and web analytics consultant who became an industry pioneer when he joined Post Communications (now Yesmail!) in 1997.
Dave Hendricks, VP Sales, Loyalty Lab and veteran email marketing from CheetahMail, MessageMedia, Donnelley Marketing and Experian.
April 2006: Customer Loyalty: Misperceptions and Reality
Original broadcast: April 20, 2006
Running time: 38:53
Misperceptions about customer loyalty programs abound as more and more marketers begin examining such initiatives to enhance retention and harvest greater value from existing customers. John Gaffney, Executive Editor of 1to1 Magazine, discussed a series of myths common among marketers. Doug Bewsher, a longtime CRM specialist and Vice President, Analytics at Loyalty Lab, Inc. offered examples of ways some companies have dealt with the common questions that loyalty marketers encounter.
Speakers
John Gaffney, Executive Editor, Publications for 1to1 Media
Doug Bewsher, Vice President, Analytics of Loyalty Lab
March 2006: The Evolution of Loyalty
Original broadcast: March 16, 2006
Running time: 32:12
The Pfaltzgraff Co., one of the America’s oldest dinnerware and pottery makers, began its loyalty initiative with a private label credit card that rewarded cardholders for repeat purchases. The program has since evolved into a currency-neutral program that is open to all customers and has experienced tremendous results. Fred Newell used Pfaltzgraff’s experience as he discussed how retailers can best approach loyalty marketing. Pfaltzgraff shoppers reacted favorably to a rewards program but were reluctant to take on another credit card. In response, Pfaltzgraff implemented a platform that would link the company’s catalog, factory store and website sales channels into a single, integrated multi-channel program that would track and reward best customers.
Speakers
Fred Newell, A noted expert on Customer Relationship Management and loyalty and co-founder of the CRM consultant firm of Seklemian/Newell
Barb Grafton-Stoner, VP, Catalog and Internet Operations for Pfaltzgraff