Remember the days when a meal was included on your flight? Now you may not even be able to avoid the middle seat without being nickle and dimed. Experts explore the effect of this strategy on customer experience and loyalty.
Frequent, low-spend customers were upset after Starbucks changed their loyalty program and made it harder for them to receive rewards. Yet the program better aligned with business goals and recognized the brand’s most valuable customers as we found out in this analysis.
Consumers expect personalization from brands, but a huge barrier exists as many brands have disparate systems and customer channels. Check out the five steps on delivering the communications that customers demand.
On a panel with four other tech executives, our CEO discusses how it’s important to establish a culture and mission from day one.
Meineke was recognized as a CX Award finalist at Loyalty 360’s Engagement Expo for its advanced loyalty and marketing program, which is powered by Clutch. Other finalists included Allstate Insurance, Sonic Drive-In, and AT&T.
Meineke embarked on a massive overhaul of its loyalty program, investing a significant portion of its $5 million CRM budget in a Point of Sale system upgrade, data integration and franchisee and staff education.