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Loyalty NewswireNovember 1, 2023

This Week’s News

The weekly Loyalty Newswire from The Wise Marketer delivers a curated list of the latest news and announcements from around the globe on all topics related to customer loyalty. We share news on a spectrum of topics, all with the intention of giving you an “info boost” to start your week.

The Loyalty Newswire makes it simple for busy professionals (that means YOU) to quickly digest important industry news and to *maybe even* enable you to star in your next big meeting.

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Stay. Loyal. Always.

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Is Your Return Policy Impacting Customer Loyalty?

Research from Happy Returns, a logistics company, shows that 81% of retailers surveyed have implemented some form of return fee over the past year. Every business can make decisions it deems necessary to preserve its financial health but many of the retail brands taking this bold move are learning they have stepped into a customer loyalty minefield.

Amazon, H&M, and Zara are among many that have started charging return fees and are promoting in-store returns. As this article points out, the trend warrants scrutiny through the lens of behavioral science to grasp its long-term ramifications.

Boozebud (Aus) Launches Customer Loyalty Program

Australian online retailer BoozeBud launched BudClub, its first customer loyalty program. Following the Hairydog Group’s acquisition of BoozeBud in May this year, the launch of the free-to-join program supports the group’s vision to revitalise and grow the business and Boozebud brand. “When Hairydog Group acquired BoozeBud, we knew it had a significant loyal customer base who love the brand, and its selection of over 5,000 spirits, wine, beer, and NOLO options,” said Erin Williamson, Chief Marketing Officer for the Hairydog Group.

Woolworths (Aus) Announces Major Change To Its Everyday Rewards Extra Program

Woolworths Everyday Rewards Extra was launched in late 2022 and has become super popular as it offers members a range of discounts and rewards in exchange for an annual subscription fee. As part of the Everyday Rewards Extra, subscribers were offered a 10 per cent discount on one Woolworths shop and one BIG W shop each month – an offer which could be used online or in-store. In July, Woolworths said the discount would be redeemable only in store, not online. Shoppers were not happy and now Woolworths is back-pedaling. As of November 1, they are reinstating the popular option. A spokesperson said “We thank our customers for their feedback and hope this change will make it easier for our Everyday Extra subscribers to unlock even more value this Christmas and for the year ahead.”

Bank Of America Rewards Program Adds Experiential Spa, Travel And Shopping Perks

Preferred Rewards, in operation since 2014, is the loyalty program for Bank of America’s top customers. It recognizes those that have at least $20,000 in a Bank of America or Merrill account across their deposit accounts, investments, credit cards, mortgage, and auto loans. This year, the program is rolling out an entirely new roster of rewards in the form of luxury experiences and lifestyle benefits for the top-tier Diamond and Diamond Honors members.

Join Wingstop & Epsilon For The CRMC Webinar Series On Nov. 15

Registrations are off the hook for the latest CRMC Webinar Series episode coming up on November 15, 1pm ET, featuring Wingstop and Epsilon as they tell the story of Data, Identity and Activation: The winning trifecta to optimize channels, build loyalty and drive revenue.

Today’s consumers interact with brands across a mix of 20+ channels, on average. As a result, many companies serve countless messages across multiple channels but overlook channel management and optimization. This can lead to ad waste, bad customer experiences and low ROI. To win in this environment, marketers must deliver seamless, consistent digital experiences that engender trust.

Register here to listen to John Adamo, Epsilon and Matt Warren, VP of Media, and Digital Marketing Strategy at Wingstop, to learn more about how these underpinnings work together to help you grow your brand loyalty and build an efficient marketing eco-system that maximizes business outcomes.

Leatherman Has A New Rewards Program For Its Biggest Fans

Leatherman was founded in Portland, Oregon over 37 years ago. Today, it is known as a provider of premier multipurpose products to help people solve expected and unexpected problems in everyday life. If you’re looking for a great holiday gift, we’ve never known a Leatherman tool to be accepted with anything other than delight. Now the company has launched Leatherman Insider Rewards Program offers rewards and experiences for members. Rewards include: free shipping, 30-day hassle-free returns and a 40-year extended warranty. Three tiers are offered to create customer growth: Select, Premier, and Elite. Members can progress through the tiers to unlock more rewards and experiences.

China: A Day In The Life Of A Cashless Society

China is on a path to become the world’s top country for cash-free transactions. According to this article, China has closed the gap with Britain in less than 20 years. The Wall Street Journal takes you on a day in the life of a consumer in China operating without cash in this short video. Could be a view into the future of the global society soon.

Join The Wise Marketer At The Loyalty Summit CXM In Los Angeles

FTE is hosting the first Loyalty Summit CXM 2023 on 15-16 November 2023 in Los Angeles, CA and the Wise Marketer Group is the official media partner for the event. Rick Ferguson will be the MC on the day and Phil Rubin is chairing the event. The speaker lineup is very strong, and we encourage you to attend this new event covering all that you need to know about loyalty in 2023.

Delaware Lottery Brings Loyalty To Mobile App

The Delaware Lottery launched a new mobile app, working with tech company Scientific Games to drive player loyalty. You can learn more at the Players Page here. The Delaware Lottery Players Club combines the previous app, Collect ‘N Win, with a new loyalty program, offering players one go-to place for new perks, more conveniences and new, achievement-based ways to win cash and prizes. The new app allows users to check tickets, enter second-chance drawings, create playslips, find nearby retailers and see the latest winning numbers and jackpots.

Schnucks’ New Loyalty App Funnels Restaurant, Gas Points To Grocery

Schnuck Markets is expanding its loyalty program beyond the grocery aisles to restaurants, fueling stations and other retailers through a new co-branded app with Upside. Members of the grocer’s loyalty program, Schnucks Rewards, will be prompted to download the Upside app, which will give them access to Upside offers within the Schnucks Rewards app.  Schnucks celebrated the program’s five year anniversary with this campaign and introduced Redemption and Gift Card purchase at Self Checkouts with this announcement.

How Can Influencer Marketing Work For You While Limiting Risks

Influencer marketing can yield massive brand awareness and drive sales, but it is fraught with risks. All it takes is for one of your brand influencers to “drunk tweet” an inappropriate message at 2am and your brand equity associated with that person is down the drain. The transgression doesn’t have to be that dramatic. Sometimes a failure to properly vet an influencer’s background can lead to embarrassment. There are many factors to consider in creating an influencer strategy. Should you tap into a celebrity, sports figure or find the perfect “person next door” to bring authenticity and humility to your product or service? Here is one useful article that lays out a 6 point framework to maximize your brand influencer ROI.

Loyalty Science Lab Invites Customer Loyalty Program Managers To Participate In Benchmarking Study

Loyalty Science Lab (LSL) is a loyalty think tank housed in the Strome College of Business at Old Dominion University in Virginia, USA. The group is led by Dr. Yuping Liu-Thompkins, an experienced academician who specializes in building customer loyalty and habits through effective marketing programs. Dr. Liu-Thompkins is a CLMP™, a member of the Loyalty Academy™ Board of Regents, and a member of the Customer Strategy Network.

LSL has embarked on an ambitious project to benchmark the performance metrics associated with global loyalty programs. This research project is being conducted in cooperation with the Customer Strategy Network (CSN) and is sponsored by Epsilon. The Wise Marketer is supporting this important initiative as a service to the loyalty industry. The first phase of this research is open to receive your responses until October 31 and you can find the survey by clicking here.

How Banks Are Meeting The Digital Challenge

If you have ventured into a bank branch lately, you might find that there are more machines than people. Newly opened Chase Bank branches are populated with multi-function ATM machines and what we used to refer to as a “banker” seems to have taken on more of the role of a “greeter”. It might seem a bit unfair, but there is no doubt that the future of banking is digital. Understanding the areas of disruption that are most influential at this moment in time, as this article highlights, will help you chart strategy for your own financial services loyalty project.

Career Opportunities And Jobs In Loyalty Marketing

We’ve gathered some interesting career opportunities across the Loyalty Marketing industry. We share here a partial list of all that is on our desk and there are excellent brands represented. To learn more and express your interest, please click through the individual links below.

We also have a curated concise list of executive level resources and other professionals who are available to support your team. If you are interested in connecting with anyone on the list, please email Bill Hanifin. All inquiries are managed in a confidential manner.

Stay. Loyal. Always.