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 Volume 4 Number 4
Fourth Quarter 2012
JCPENNEYLEGOPLAY.COMSUNGARDLETTUCE ENTERTAIN YOU
 Annua
TRENDS
 Issue 
Insights from:
 
Not all loyalty programs are created equal. In fact, some programs aren’t equipped to motivate loyalty at all. Traditional loyalty programs are focussed on points collection, whereas true loyalty programs come from deepening employees’ and customers’ connections to a company or brand through a meaningful exchange of value at every interaction – online, offline, everywhere!Effective Loyalty Marketing solutions include strategic consulting, program strategy and design, analytics, business intelligence and research, loyalty platform and operations, and a focus on member engagement and communications strategies, always and all ways. That’s the difference.Learn more by requesting a copy of our upcoming white paper, “What every business leader needs to know about true loyalty” at 
www.maritzloyaltymarkeng.com
Spot the difference
?
Loyalty Loyalty
Maritz Loyalty Markeng is a consumer loyalty markeng agency specializing in delivering next-generaon loyalty soluons for its clients across North America. Leveraging over 115 years of history, experience and experse from the Maritz family of companies, Maritz Loyalty Markeng provides its clients with consumer loyalty soluons that consider the holisc consumer experience – at every brand touch point and through all stages of their lifecycle with a brand. For more informaon, visit www.maritzloyaltymarkeng.com
 or
contact Rob Daniel, VP Research & Loyalty, robdaniel@maritz.com
 or
 (905) 696-5326.
 
In this Issue...
FOURTH QUARTER 2012
Letter from the EditorLoyalty 360 on the WebYour VoiceBehind the Brand
 Kerry Hurff, Safelite AutoGlass
360 Insights: The New Marketing Paradigm
 Mark Johnson, Loyalty 360
Q & A: Ask the ExpertsLoyalty Innovation By the Numbers Loyalty ReadsBehind the Brand
 John O’Hara, Pitney Bowes Software
WWW.LOYALTY360.ORGVOLUME 4 NUMBER 4
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LOYALTY FORUM:
IN EVERY ISSUE
FEATURES
20
LEGO: Building Customer Loyalty One Brick at a Time
 Bernard Chung— SAP
28
Is YourBusiness Loyalty or is Loyalty Part of Your Business?
 Rob Morgan— CAC Group
26
Beyond Loyalty: Why We Need to Get Smarter about Customer Engagement
 Hunter Albright—  Beyond Analysis
24
 jcp cares: Customer Loyalty through Cause Marketing
 Heather Reid—  Pointsmith
32
Leveraging Facebook— Play.com’s Social Success
 Interview with  Adam Stewart—  Play.com
IMAGE USED BY PERMISSION,® 2012 THE LEGO GROUP
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Loyalty Management™
 • FOURTH QUARTER 2012
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