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Download ReportLoyalty Programs Dole Out Rewards but Fail to Fully Connect with Consumers Says New CMO Council Study
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CMO Council releases
first benchmark of the Customer Experience Board:
Competitive crunch and convergence in communications marketplace is fueling increased customer churn, and testing customer loyalty.
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Expert Insight
Loyalty Dogs Blog
The experts from Loyalty Labs offer musings on best practices in customer management.
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The Latest in Loyalty
5 Best, 5 Worst Customer-Loyalty Programs
Bar-coded icons of customer loyalty line the wallets and hang from the key chains of countless consumers, though that commitment isn't always so richly rewarded. more »

Featured Book
Customer Satisfaction is Worthless, Customer Loyalty is Priceless
by Jeffrey Gitomer
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Measuring Rewards Program Effectiveness & Value

The Chief Marketing Officer (CMO) Council will launch a new authority leadership program sponsored by Ricoh/IBM InfoPrintSolutions in association with other partners—to evaluate the degree to which loyalty and rewards investments and programs are contributing to business performance in today's recessionary environment.

Articles

10.01.13 A Behavioral Manifesto: Measuring and Managing Customer Experience and Loyalty
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08.23.11 Wells Fargo: No more debit card rewards • CNN
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08.23.11 Mercedes-Benz, American Express Offer Co-Branded Charge Card • Wall Street Journal
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Learn More

Report: State of Marketing 2012
The CMO Council's Sixth Annual WorldWide Assessment download »

Report: Leading Loyalty
Feeling the Love From The Loyalty Clubs. download »


more resources »

Facts and Stats

From 2006 to 2008, U/S. loyalty program memberships increased from 1.341 billion to 1.807 billion – an adjusted growth rate of nearly 25 percent more »

More than 75 percent of Americans belong to at least one loyalty program. more »

Most consumers have multiple loyalty program memberships, for a national total of 1.3 billion--four times the population of the United States. more »

For every 12 loyalty programs, only about 4.7 are used on a regular basis. more »

more facts & stats »

Expert Insights

"At the risk of giving you the equivalent of a Sports Illustrated cover jinx, I would tell you that loyalty is about as recession-proof an industry as I've seen."

— Bill Hanifin, Founder & Managing Director, Hanifin Loyalty LLC

"This is a very easy arena in which you can get yourself very complicated and very tangled up.  I’m a big believer in the power of simplicity and clarity."

— Peter Horst, SVP, Brand Marketing, Capital One

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