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 1990s. By one metric—retention rate—the retailer’s program was still successful. But... ...Read more
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
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
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 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
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