Article
In the fast-paced world of customer service, call centres stand as the frontline troops, bridging the gap between businesses and their clients. With each passing year, the landscape of call centres undergoes significant transformations, influenced by technological advancements, shifting consumer behaviours and emerging industry standards. Let’s explore the prominent trends shaping the realm of call […]
Article
About a decade ago, negative trends emerged in loyalty marketing – trends that, for the most part, continue today. There were more loyalty memberships in Canada than ever before and more memberships per household. However, more than half of all members were not active in the programs they were enrolled in. Traditional loyalty programs had […]
Article
Employees want to learn, gaining the tools they need for their current job and future growth. The more opportunity they have to develop their skills, the more likely they are to feel they belong at their organization. BI WORLDWIDE’s New Rules of Engagement® Study found that 9 in 10 employees who state their job allows them to […]
Article
Why experiential rewards? The research behind it. Experiences are powerful motivators. Research repeatedly shows that experiential rewards inspire stronger engagement and lasting impact – for both the person earning the reward and everyone else who watches it happen. According to a study by Expedia and the Centre for Generational Kinetics, 74 percent of people prioritize experiences over products […]
Article
The current customer loyalty environment is challenging but ripe with opportunity. On one hand, many poorly designed programs are not delivering desired results and are driving loyalty fatigue, focused on enrollment versus engagement, transactions versus relationships and mercenary loyalty versus true loyalty. On the other hand, truly loyal customers are increasingly a key driver of profitability, and successful loyalty marketing […]
Case Study
A major financial institution was looking to enhance customer engagement by leveraging its sponsorship of an NFL team. The initiative included innovative branding, next-generation photo engagement, and social media-friendly experiences at the team’s new stadium. This strategy resulted in over 1,200 account applications, a 30% lead opt-in rate, and more than 6,600 Meta impressions. Dive into the full story in our case study.
Case Study
A global software company sought to attract new members and engage their community using Bunchball gamification. They created a personalized experience with missions, peer recognition, and leaderboards. This approach led to higher engagement and faster onboarding. Discover how this strategy transformed their community in the full case study.
Case Study
A major financial institution aimed to attract new customers with a summer promotion. Using behavioural economics, they offered an instant-win game and a high-profile sweepstakes, shifting their focus to mobile advertising. This approach led to record-breaking results. Discover how this innovative strategy transformed their customer acquisition in the full case study.
Article
We are all familiar with the term parts and service. For most Original Equipment Manufacturers (OEMs), parts and service represent an important, high-margin revenue stream after the sale. However, many OEMs tend to focus on metrics like inventory carrying costs, increasing service revenue and a whole host of supply chain-related Key Performance Indicators (KPIs). While the […]