Aimia draws from a global well of best practices to bring you the latest case studies, industry research and customer loyalty knowledge. Check out our latest brain food for loyalty practitioners below.
THE AIMIA LOYALTY LENS
The Aimia Loyalty Lens is the first in a series of quarterly research reports, which are designed to explore trends in consumer loyalty, attitudes to technology and views on sharing personal data.
Research conducted by Aimia and YouGov into consumer behaviour in the Middle East revealed that across the region there is a strong appetite to embrace customer loyalty and that the environment is ready to create something truly unique. This region has a vibrant youth culture, high levels of technological understanding and adoption and strong commercial growth forecasts. In conclusion the Middle East provides fertile ground for loyalty marketers.
While marketing utopia may yet lie over the horizon, our vision of this future remains firmly fixed: Reward and recognize best customers throughout the purchase cycle. To take the first step on this path, you’ll need to identify the most important inflection points along your customers’ journeys from curious newcomers to brand loyalists. In this Retail Brief, we identify the 10 most important loyalty moments of truth — and offer a few guidelines for getting them right.
The Millennial Generation will change the way companies and brands build sustainable customer loyalty. “Born This Way” presents a comprehensive view of customer loyalty expectations among the next great cohort of consumer spending.
With the rapid rise in smartphone penetration, consumers can now browse a store’s aisles with the internet immediately available in their purse or pocket. This study examined 3,000 consumers in three markets (US, UK, Canada) in order to shed light on how consumers are actually using their mobile devices in-store, and what strategies retailers need to consider for these mobile-assisted shoppers.
Infographic: The New M-Shoppers
To help marketers divine the proper strategy for navigating the digital future, Aimia has conducted a research study designed to understand consumers’ current attitudes and opinions about data sharing and control, the role of digital media in their lives, and about the nature and frequency of digital marketing communications. We found that marketing success in the digital future will depend upon how well marketers use data to build relationships dependent on two primary variables: the degree of engagement, and the degree of consumer control over their personal information.
While portraits of customer behaviour used to be static, they’re now moving targets which scroll into the past like social media news feeds. Loyalty marketing offers the best set of tools available for capturing these moving pictures
The recession may be over, but its impact still reverberates everywhere. From the corner ship to the high street or shopping mall. Despite the stark headlines, however, the news isn’t all bad. Even as the going has gotten tougher, some brands have risen to the challenge and built loyalty around customer experiences, redemption touchpoints and the value exchange.
Liability management uses analytics to optimize loyalty program miles redeemed, with the goal of meeting the program host’s business objectives. Aimia has identified four sets of core competencies liability managers should offer to their programs: estimation, influence, monitoring, and breakage optimization. Together, these four core skill sets provide operators with the ability to fine-tune their programs’ financial performance.
The past decade has been a bumpy ride at best for the airline industry. Security issues, high fuel prices, and the need to cut overhead have left legacy carriers struggling. In contrast, one sector has experienced growth — and it has been spectacular growth: low-cost carriers (LCCs). This paper reviews the various FFP models available for low-cost carriers and identifies their potential sources
Retailers attract loyal customers based on the quality of their products, a positive customer experience, and competitive prices. Loyal customers respond by buying more, buying more often, and telling their friends. To reach your relationship potential with your best customers, you must reignite your customer strategy—and fan the flames continuously—through data-driven marketing, a robust value proposition, and dynamic customer segmentation. It’s the best way to keep the sparks flying.
The past decade has seen Nectar grow from a small start-up firm to an integral and ingrained part of UK consumer life. With 18.5 million collectors, Nectar has relationships with over 50 percent of UK households. Our collectors swipe Nectar cards at the till at a rate of 24 swipes per second.
Retail “showrooming” is when consumers use traditional brick-and-mortar retail stores to evaluate products in person, then use their mobile devices to find the product at a lower price online. Within the universe of smart phone owners, our research reveals key insights about retail showroomers.
Infographic: The Showroomer
Customers love coupons because they love getting a good deal; retailers love coupons because customers love them. Coupons will no doubt remain an integral part of the retail marketing mix. But must couponing remain forever a standalone strategy? Or is there a way to integrate coupons into a holistic approach to customer loyalty?
Today, effective social media marketers must leverage a segmentation approach to identify, understand and influence customers through these channels. Social media has enjoyed an exciting adolescence; it’s now time to grow up.
Infographic: Aimia's Social Media Personas (PDF)
Infographic: Aimia's Social Media Personas (JPEG)
Today, people use “mobile devices” to text, send pictures, talk, email and so much more. Mobile marketing is much deeper than a cool app or a simple SMS blast. Mobile marketing is as deep and different as every customer. Our mobile whitepaper talks about applying customer strategy to build stronger relationships via mobile devices.
Aimia’s Group Chief Executive Rupert Duchesne points the way to the future of loyalty management. It’s a future in which successful businesses deliver marketing relevance based on deep consumer understanding. Available in English and in Spanish:
Customer data is an invaluable asset that you can’t take for granted. “New Data Values” provides valuable guidelines that can help you craft your own set of data values to apply to your business. After all, data privacy is too important a topic for marketers to remain on the sidelines.