Saving Time During the Most Wonderful Time of the Year

Time. It's arguably the most valuable asset any of us have, and we're constantly seeking ways to get the most out of how little we have. In fact, in our new research study, time ranked high amongst respondents, with 64% considering time saving an essential component of a loyalty program. Much of this shift in attitude can be attributed to brands like Amazon and its Amazon Prime subscription program. Over a relatively short period of time, Amazon has reset—or restructured—consumer expectations. In our instant gratification world, Prime satisfies.

Executive Summary: Changing Consumer Expectations

At rDialogue, we believe there is a fundamental shift in what loyalty marketing should stand for: brands must pay attention to customers and act accordingly. There’s a need for brands to be customer-centric and deliver value in more ways than rewards, points, and generic communications. In 2016, rDialogue published a white paper on this evolving approach, something we call Loyalty 3.0.

Data, data, everywhere - now what?

It is no secret that in this age of the customer, data creates business value, especially to us marketers. Each data point is an opportunity to know customers better and engage with them in what we call “a relevant dialogue”. But this opportunity is also a challenge. With the upsurge of technological advancements happening today, there is a heap of customer data piling up at an exponential pace and in most cases, just sitting there. Brands too are grappling to keep up with this wave of ‘big data’. Today, companies have more data than ever at their disposal and less time than ever to identify how to use it. This conundrum raises the question: How can marketers effectively use data as a strategic resource to surpass customer expectations and increase profitability?

In a loyalty 3.0 world, if you sponsor it… will they come?

Recently, rDialogue went to SunTrust Park and watched the Braves beat the Mets in an exciting game. The stadium is beautiful and… well, we could go on and on. In fact we did and here you can read all about rD’s outing at the ballpark. But here, we want to focus on the name on the side(s) of the ball park: SunTrust, along with the broader topic of sponsorships and activation of those sponsorships.

Evolve or Die: What other industries can learn from hospitality loyalty

It's no secret, I’m a hotel girl. Having worked in the hospitality industry for over a decade before joining rDialogue, my experience gives me a unique perspective on the industry. Today, the hospitality landscape is evolving from mergers and acquisitions and, as a result, brands are being forced to realign their loyalty programs. However, we’re also seeing brands go beyond the re-alignment. Whether fueled by the disrupters like Airbnb or taking advantage of the new technologies available, brands are looking to loyalty strategies and programs to evolve the overall customer experience.

If you build it, they will come

Born and raised in Atlanta, I’ve been a home team sports fan my entire life – Braves, Hawks, Falcons, even the new professional soccer team, Atlanta United. This year, our city is getting a state-of-the-art stadium for the Braves in SunTrust Park, an equally innovative new home for the Falcons and Atlanta United in Mercedes-Benz Stadium, and a newly renovated Phillips Arena for the Hawks. Talk about resetting an Atlanta sports fan's expectation!

Is "wantedness" something that marketers need?

We love it when research reinforces what we’ve been saying all along: it’s not enough for customers to be loyal to brands; brands must be loyal to customers. 

A recent study by Wunderman contends that there is a new measurement for customer engagement called “wantedness”, or as they define it, “the degree to which a brand provides their commitment to earning a customer’s business across every touch point and throughout the entire path to purchase.”

Loyalty Marketing in a Trumpian World

President Trump is having a significant impact on brand loyalty. Consider what we are seeing with Nike versus Under Armour. Uber versus Lyft. Nordstrom versus @realDonaldTrump (and @POTUS!). CEOs are declaring their support for, or opposition to, President Trump and his policies. In our always on, tweet-of-the-moment world, we are seeing brands and their leaders pick sides.