Driving Customer Loyalty Retention: Three Things CMOs Should Learn from Amazon and Jeff Bezos

Amazon’s impact defines the idea of relativity, at least in terms of customer experience.  Nearly every other brand customer experience can be measured in terms of how well it compares to what Amazon does. What can a CMO smart enough to be focused on the customer learn from this success that will make your brand(s) more relevant and your customers more loyal?

Flying High: Trying out Delta’s Gold Medallion

Early on in January of this year, Delta sent me an offer that I could not refuse. “Would you like to fast track to Delta Gold Medallion Status?” Hell yes. It seemed like a simple enough ask. Get a trial Gold Medallion membership for three months. The caveat? Fly with us three times in three months and enjoy Gold Medallion status for a full year.

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.