Comments on: Loyalty Expectations http://customersrock.net/2006/12/14/loyalty-expectations/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Tue, 16 Mar 2010 12:23:10 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Customer loyalty programs revisited « Customers Rock! http://customersrock.net/2006/12/14/loyalty-expectations/comment-page-1/#comment-1015 Customer loyalty programs revisited « Customers Rock! Mon, 13 Aug 2007 18:03:56 +0000 http://customersrock.wordpress.com/2006/12/14/loyalty-expectations/#comment-1015 [...] by Becky Carroll on August 13th, 2007  I am out traveling, I thought I would share one of my favorite blog posts from the early days of Customers Rock!; it is on customer loyalty programs.  Back to our regular [...] [...] by Becky Carroll on August 13th, 2007  I am out traveling, I thought I would share one of my favorite blog posts from the early days of Customers Rock!; it is on customer loyalty programs.  Back to our regular [...]

]]> By: Becky Carroll http://customersrock.net/2006/12/14/loyalty-expectations/comment-page-1/#comment-1014 Becky Carroll Thu, 21 Dec 2006 06:06:08 +0000 http://customersrock.wordpress.com/2006/12/14/loyalty-expectations/#comment-1014 These are both great tips to keep in mind as loyalty programs are evaluated by many companies this time of year. I agree with C.B. that loyalty programs today are not always implemented in an interesting way or are too trivial. Kevin, there is definitely a correlation between frequency and loyalty, but frequency is in the eye of the beholder. A person with an iPod may only purchase an iPod every other year, but they are regularly on iTunes to download songs. All customer touchpoints are critical to the success of the program. Thanks again for the tips! Keep 'em coming! These are both great tips to keep in mind as loyalty programs are evaluated by many companies this time of year. I agree with C.B. that loyalty programs today are not always implemented in an interesting way or are too trivial. Kevin, there is definitely a correlation between frequency and loyalty, but frequency is in the eye of the beholder. A person with an iPod may only purchase an iPod every other year, but they are regularly on iTunes to download songs. All customer touchpoints are critical to the success of the program.

Thanks again for the tips! Keep ‘em coming!

]]> By: Kevin Hillstrom http://customersrock.net/2006/12/14/loyalty-expectations/comment-page-1/#comment-1013 Kevin Hillstrom Sun, 17 Dec 2006 06:58:10 +0000 http://customersrock.wordpress.com/2006/12/14/loyalty-expectations/#comment-1013 Thanks for mentioning The MineThatData Blog --- how nice of you! There sure aren't many examples of businesses that develop "programs" that truly add to the relationship between a customer and a business. High-frequency relationships have a better chance of success than average or low-frequency relationships. If you like eating at a restaurant monthly, their loyalty program could be perceived to work "better" because it can provide benefits on a more-frequent basis. If you only purchase an iPod once ever-other-year, it makes it tougher for a business like Apple to have a loyalty program. Thanks for mentioning The MineThatData Blog — how nice of you!

There sure aren’t many examples of businesses that develop “programs” that truly add to the relationship between a customer and a business. High-frequency relationships have a better chance of success than average or low-frequency relationships. If you like eating at a restaurant monthly, their loyalty program could be perceived to work “better” because it can provide benefits on a more-frequent basis. If you only purchase an iPod once ever-other-year, it makes it tougher for a business like Apple to have a loyalty program.

]]> By: C. B. Whittemore http://customersrock.net/2006/12/14/loyalty-expectations/comment-page-1/#comment-1012 C. B. Whittemore Fri, 15 Dec 2006 16:05:35 +0000 http://customersrock.wordpress.com/2006/12/14/loyalty-expectations/#comment-1012 Becky, thanks for mentiong Flooring The Consumer and using Ruthless Focus on the Consumer as an example. Loyalty programs can be powerful, but so many companies adopt them in an unimaginative way, or don't go far enough with them. As you say above, the more the programs connect with the customer, the more they can add value to that person's life, which creates stronger loyalty. Becky, thanks for mentiong Flooring The Consumer and using Ruthless Focus on the Consumer as an example. Loyalty programs can be powerful, but so many companies adopt them in an unimaginative way, or don’t go far enough with them. As you say above, the more the programs connect with the customer, the more they can add value to that person’s life, which creates stronger loyalty.

]]>