Loyalty program

PK’s Clay Walton-House featured in Forrester report on personalization

In the January 28th, 2020 Forrester report, “Use Personalization to Drive Loyalty and Customer Obsession,” PK’s Clay Walton-House discusses how to build emotional resonance with customers. As the Managing... ...Read more

Vision 2020: predictions on the future of retail

While we’ve written extensively this past year on how retailers can survive the retail apocalypse, we’re feeling optimistic as we turn the corner into next year. Overall sales increased by 3.4% from... ...Read more

Using habit formation to create a successful loyalty program

There are many theories as to why some loyalty programs succeed while others either fail or exist on autopilot without generating ongoing customer engagement. The science behind habitual consumer... ...Read more

Mine your data before you change your loyalty program

Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990’s. By one metric—retention rate—the retailer’s program was still successful. But... ...Read more

How Starbucks Pioneered Mobile and Reaped Rewards

A customer experience series on mobile integration in retail Today, the customer path to purchase is a complex web of interactions and experiences across digital and physical channels. Mobile... ...Read more

The Customer Loyalty Battle: Online Travel Agencies vs. Hospitality and Airline Direct

With the news earlier this year that Expedia purchased Orbitz coupled with Priceline’s plans to acquire Rocketmiles, online travel agencies (OTAs) are shrinking and changing overnight. Because we work... ...Read more

Is Rocketmiles Going to Be Priceline’s Sleeper?

With the recent announcement that Expedia has made a bid to purchase Orbitz, the world of online travel agencies (OTAs) is shrinking. Dramatically. If the deal goes through (it... ...Read more

Is the U.S. Finally Ready for a Coalition Loyalty Program? It Depends.

Plenti, the new loyalty program just announced by American Express, is touting itself as the “first U.S.-based coalition loyalty program.” For those who have been involved in the loyalty... ...Read more

B2C Loyalty in a B2B World? Yes

PK’s own Kris Klein and Clay Walton-House recently had the opportunity to contribute to a Forrester B2B Loyalty Marketing Report, B2B Loyalty, The B2C Way, published by Forrester analyst... ...Read more

Whole Foods Customer Loyalty Program: Just Another One?

Whole Foods recently launched a customer loyalty program pilot in the greater Philadelphia market, and on the surface, it doesn’t appear too differentiated from other grocery rewards programs. Customers... ...Read more