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Volume 2 Number 1
Winter 2010
2010: The yearyou invest in
Social Media
GLOBAL PERSPECTIVES & COALITION
Across the Ocean Blue
The Private Label Credit Card Dilemma
Making the Connection:
Employee Engagement and CustomerLoyalty
TRENDS & PREDICTIONS FOR THE YEAR AHEAD
NEW YEAR, NEW WORLD
4
July 2009
| Loyalty Management
Building relationships, one person at a time.
Carlson Marketing knows how to take care of your customers.We have unparalleled experience launching and managing relationship marketing programs.Our deep understanding of customer data translates into insight – and value – for you.Our full suite of services, creativity, strategy, execution, end-to-end operational excellenceand enthusiasm all combine to make us the perfect marketing partner.When you’re looking for direction on how you can turn customer engagementinto organizational value, contact us.Let our experience work for you.
carlsonmarketing.com
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763
.212.4520
WINTER 2010
DEPARTMENTS
LOYALTY FORUMFEATURES
What’s on Loyalty360.orgLetter rom the EditorContributorsYour Voice: Loyalty Management ReadershipSurvey
Amanda Chasteen, Loyalty 360
Q & A: Ask the Experts
What have you learned in 2009 that will shape 2010? What should be on every marketers’ list of “Loyalty & Engagement Resolutions”?
Behind the Brand/People
Interview with Kim Marotta, Vice President of Corporate Social Responsibility, MillerCoors Llc
Books
Loyalty Reads
Redefning Leadership
Rick Blabolil, Marketing Innovators International, Inc.
Evolutionary Trends: Driving stronger relationshipsor improved business results in 2010
Taylor Duersch & Catrina McAuliffe,Carlson Marketing
Approaching a New Decade with New Strategies:Partnership Marketing
Brittany Simmer, Vesdia Corporation
Investing in Customers Ahead o the Recovery
David Rosen & Michael Greenberg, Loyalty Lab
Across the Ocean Blue
Alexander Meili, ICLP
10:10 Loyalty Trends or 2010
Robert Passikoff, Ph.D., Brand Keys, Inc.
The Conuence o Data, Dollars and Desires
Nicole Nunn Walker, MetroSplash Systems Group
Keeping Up in a Down Economy
Bob Nelson, Ph.D., Nelson Motivation, Inc.
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Loyalty Management™
• WINTER 2010
This Month
in
Investing in Customers Ahead of the Recovery—
a whitepaper byLoyalty Lab
28
As VP Corporate SocialResponsibility for MillerCoors,Kim Marotta expands herpassion and commitmentto creating strongercommunities.
What drives thesuccess o Americanand European loyaltyprograms?
Across the Ocean Blue, pg.32
16
32
A more strategic, data driven approach can helpyou move to the next level of loyalty. With genuineinsights into the needs and expectations of yourcustomers, you can talk with, treat, and rewarddifferent customers in unique ways. This is whatwe call true loyalty.Bring this approach to life with comprehensiveservices from Maritz. It's our business to understandwhat matters most to people. Enable them withknowledge and tools. And motivate them tochange behaviors.To start working on your relationships, stop by
booth #100
at the Loyalty Expo.Ready to learn more now? Visit
maritz.com
orcall
(877) 4 MARITZ.
WINTER 2010
TECHNOLOGY,TRENDS & REWARDSBEST BUSINESS PRACTICES
Rewards Trends 2010
“Variable Rate Rewards,” James C. Purdy, Bridge2Solutions, Inc.“Travel Loyalty Program Redemption Trends,” John Miller, Connexions Loyalty Travel Solutions“Distinguishing Loyalty,” Render Dahiya, ArroweyeSolutions“Concierge,” Michael Breault, Circles
Expanding the Universe o International CoalitionRedemption Options
James Watts, First Annapolis Loyalty
Globiphonization
Dominic Hofer, Loylogic
2010: The Year You Invest in Social Media
Jared Stivers, Walker+Stivers Analytics
Mobile Applications Advertising and Marketing
Amit Gupta, InMobi
Loyalty InnovationThe Private Label Credit Card Dilemma
Jeffrey Harris, SHC Direct
Engagement and the ROI o Results Measurement
Todd Hanson, Catalyst Performance Group, Inc.
Three Components or a Successul Business Model
Eric Granado, CSH Consulting
Ten Ideas To Build Morale In Any Organization
Billy Arcement, MEd, The Leadership Strategist
Trends, Implications and Solutions in EngagementMarketing
Bob Fetter, Pluris Marketing
Engaging Employees in the Road to Customer Loyalty
Barry Kirk & Melissa Van Dyke, Maritz
Pushing Loyalty: Connecting employee engagementto customer loyalty
Michael Konikoff, Fairlane Group
Extended Loyalty Program Profle
Air Miles & My Planet
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Loyalty Management™
• WINTER 2010
Loyalty Management
Editorial & Production Team
Erin Raese
- Editor in Chief
Mark Johnson
- Contributing Editor
Caitlin Schar
- Editorial Director
Kathleen Ninneman
- Graphic Designer
Jet Litho Inc
. - Print Production
Loyalty 360 Team
Mark Johnson
- President & CEO
Erin Raese
- COO
Amanda Chasteen
- Manager, Marketing Operations
Charlie Deye
- Director of Sales
Julie Hellebusch
- Controller
Contacts
Article Submissions:
Erin Raese (erinraese@loyalty360.org)
Advertising:
Charlie Deye (513.226.0925)To subscribe to Loyalty Management, visit loyalty360.org.
© 2010Loyalty360, Inc. and/or itsAfliates. AllRightsReserved.Reproductionanddistributionof thispublicationinanyformwithoutprior writtenpermis-sionisforbidden. Theinformationcontainedhereinhasbeenobtainedfromsourcesbe-lievedtobereliable. Loyalty360disclaimsallwarrantiesastotheaccuracy, completenessor adequacyof suchinformation. Theopinionssharedarethoseof thecontributing uthorsandnotnecessarilyreectiveof Loyalty360and/or itsafliates. Loyalty360shallhavenoliabilityfor errors, omissionsor inadequaciesintheinformationcontainedhereinor for in-terpretationsthereof. Theopinionsexpressedhereinaresubjecttochangewithoutnotice.
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2010: The Year You Invest in Social Media
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