At Kobie, we practice loyalty marketing with a passion – then write about our learnings. Now you can profit from our experience by downloading our white papers, articles, and presentations. Be sure to check back frequently as we continue to add more.
White Papers
Implementing and Measuring a Customer Centricity Framework
Without a framework to create and ensure a unified customer experience, a company´s best intentions in marketing can have a negative impact. This white paper will help marketers across industries measure their readiness to become customer centric organizations and deliver a differentiated customer experience.
Measurable Success in a Wireless Communications Loyalty Program
This white paper outlines some of the customer retention strategies Kobie Marketing used to help a wireless provider reduce customer churn, increase spend by 35%, and earn a 252% ROI on its customer loyalty reward program.
Kobie Articles
The Consumer Packaged Goods Dilemma
In recent months I’ve had in-depth discussions with consumer products marketing teams, especially within the packaged goods sector. Our conversations revolve around what type of loyalty marketing strategy, if any, can be developed to help them identify best customers, grow their business and ultimately increase patronage and loyalty toward their brand.
What’s driving the millions of members loyalty trend? Program/member criteria considerations?
I've been reading about all of the new loyalty programs out there and how many members are in each; Sears and Rite Aid both 30MM+ and GameStop:8MM+. These numbers are staggering to me. I always thought loyalty programs should be for my best and most active customers.
Implementing and Measuring a Customer Centricity Framework
Without a framework to create, continuously evolve, and ensure a unified customer experience, a company's best intentions in marketing, reward programs, and customer service can actually have a negative impact.
A Time for Change
Before they're regulated, credit card issuers need to also consider non-mandated, but essential changes to the structure of their customer loyalty programs. These changes will require a shift from the traditional approach of marketing products to consumers based on product characteristics and instead shift to providing services and products that support the way in which consumers choose to live.
Why Should We Care What They Think?
Capturing data, measuring unique transactions, acknowledging loyal & valued customers, treating customers differently according to their value, communicating with them in a relevant manner, analyzing your results, enhancing your approach, are all great strategies for making more money.
Thou Shalt Monetize?
...The most recent and relevant example of bottom-line impact and the changing landscape of monetization, and, of course, the subsequent lessons which will be learned, comes from one of the most established sponsors or loyalty in our industry: the banks and the credit card.
Is the Art of Client Service Dead?
In the ever-advancing age of technology we are more connected, more in touch, and more accessible to our clients that at any time in the history of modern communications. We can scour through our plethora of e-mails, voice mails, tweets, Facebook updates, and presentations from practically any location on the globe.
What Creates Loyal Customers?
Hotels typical value proposition: "Spend money and stay with us, and get free lodging in exotic locales, or free merchandise, or gift certificates, etc."
A Grain of Salt
With all the recent press and advertisements announcing the merger of Cartera Commerce and Vesdia, I feel I'd be remiss if I didn't join the discussion and provide some additional perspectives on this news. For reasons which you'll likely surmise, I'm calling these musings "a grain of salt."
Presentations
Best of the Best - Customer Experience
President, Michael Hemsey, takes a provocative look at the best customer experiences across industries and provides a framework for designing a best-in-class customer experience.
Customer Centricity
Carlos Dunlap, Director of Loyalty Consulting, provides a framework to measure and build a more customer centric organization.
Quoted Articles
Where is Loyalty Marketing Headed in 2012?
An Inside Look at Trends Impacting the World of Customer Loyalty.
Eight Ways to Maximize Your Credit Card Rewards Points
Once you have earned all those bonus points from your credit card rewards program, read how to spend them wisely.
How to Start a Customer Rewards Program
Giving something back to your best customers has become a competitive necessity in certain industries. Here's how to keep your best buyers loyal.
eBooks
Building an Effective Customer Experience Model
This eBook illustrates the existence of this customer experience gap, the strategies needed to lead a transition to customer experience management, a look at who does it well, and finally the framework for delivering on the promise a company makes to its customers through an excellent experience. It shows that a customer experience is not what a company says it is; but rather what the customer says it is.