Bryan Pearson
Bryan Pearson is President and CEO of LoyaltyOne Inc. and the author of the best-selling book The Loyalty Leap: Turning Customer Information into Customer Intimacy. www

Loyalty limelight: Vail Resorts' smart passes lead to peak engagement

Loyalty limelight: Vail Resorts' smart passes lead to peak engagement

In a nutshell: In 2007, Vail Resorts began embedding RFID chips into its passes so it could more quickly and easily check tickets at airlifts. The single- and multi-day ski passes, which are issued at Vail's five resorts, are automatically picked up by special readers at the platform, allowing skiers to more quickly board the lift.

Four differences between U.S. and European loyalty programs

Four differences between U.S. and European loyalty programs

My dollar may be worth just 70 cents in Europe, but my loyalty rewards, and lessons, run in the multiples. I've had the opportunity recently to travel Europe as a guest of the company BrandLoyalty, a Netherlands-based firm in which...

For beloved brands like Ikea and Amazon, simplicity is in the details

For beloved brands like Ikea and Amazon, simplicity is in the details

You might not think umlauts, Big Macs and best sellers have a lot in common, but when it comes to brand perception they do. The commonality is simplicity, and many loyalty marketers would do well by learning about their benefits....

MyLowe's smartphone app a DIY tool for loyalty

MyLowe's smartphone app a DIY tool for loyalty

Call it a tool of engagement. The MyLowe’s smartphone app is making relationship-building a DIY project. And like many things DIY, this can be very advantageous.

Transparency as a service requires role of the consumer

Transparency as a service requires role of the consumer

If "transparency as a service" is the new buzz term in marketing, we should remember there is such a thing as bad service. We all know the clichés: Cat food coupons when we only own dogs. Diaper offers when our children are in college.

Turning a frown upside-down: How negative WOM can help your brand

Turning a frown upside-down: How negative WOM can help your brand

The old phrase goes, "there is no such thing as bad publicity." Now research shows there may be no such thing as bad word of mouth. A July report by our company, LoyaltyOne, and researchers at Northwestern University shows that...

Netflix uncovers clue to customer preferences

Netflix uncovers clue to customer preferences

Call it the case of the mysterious movie preferences. For the past several months, looking at my Netflix viewing options was like being confronted by a rogue Amazon recommendation engine. Instead of offering me the kinds of programming I prefer,...

Loyalty, rewards and the test of time

Loyalty, rewards and the test of time

When it comes to measuring their program effectiveness, loyalty marketers tend to rely on what I like to call the big EAR: earnings, activation and redemption rates. But recent research out of Canada may be turning those measures on their...

At Best Buy, the best customer experiences come from employee buy-in

At Best Buy, the best customer experiences come from employee buy-in

Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is the case whether we are purchasing televisions or golf shoes. So a...

French made: Tax on personal data could cause dust up

French made: Tax on personal data could cause dust up

If there is one thing the French government is not laissez-faire about these days, it is taxes. But its recent proposal to attach tariffs to personal information is more a faux pas than a fix. This is what French regulators are exploring, as explained in a recent story in The New York Times.

The best perk of all: Fairness

The best perk of all: Fairness

I remember, in the near past, when getting a safe in your hotel room was considered a perk that many of us didn’t even use. Today, that little extra costs a little extra. Over the past few years, in dribs and drabs, travelling has become a cafeteria-style industry.

The iPhone 5: Our best bet for clipping and saving trust?

The iPhone 5: Our best bet for clipping and saving trust?

Of the many features the newly released iPhone 5 can offer, one of the most compelling for the consumer is this: It eliminates the clip-and-save. I am talking about coupons, of course, which is at the heart of what Apple's...

His master's voice is in a tablet

His master's voice is in a tablet

I regularly get questions from smaller businesses on how to "take the leap" to customer commitment when they don't even have the scale and budget to invest in deep data analysis. How will they ever know the customer's voice, they...

Loyalty means never having to say,

Loyalty means never having to say, "Eat that second doughnut"

Smart marketers know that the key to winning customer loyalty is through using personal data in a way that benefits both the company and the consumer. And sometimes, well, that may mean telling them they have to eat their peas....

Microsoft's new technology could be a mood lifter

Microsoft's new technology could be a mood lifter

If there is one thing I have learned during my years in marketing, it is that it's a lot easier to engage a happy person than an angry one. So when news recently broke that Microsoft had filed patents for...

Social relevance as more than a pet project

Social relevance as more than a pet project

Today, when merchants consider social media, many think of a few key terms: Listen! Word of mouth! Viral marketing! But the most important consideration to social media isn't whether to get involved; it is how to do so without causing...

To send or not to send that email? Here is the answer.

To send or not to send that email? Here is the answer.

When it comes to consumer tolerance, there is a very fine line between email acceptance and inbox madness. At what point do your digital communications cross from helpful to haranguing in the fickle mind of the consumer? Here's my best advice: If you're not creating value, then don't send it. Think about it.

Staying on your customer's friends list

Staying on your customer's friends list

Many of us strive to be No. 1, but when it comes to social circles, the first task is to make it into the 150. That is the maximum number of relationships the average human brain can manage, according to Robin Dunbar, a professor of Oxford University.

Loyalty plan: A compelling showroom model

Loyalty plan: A compelling showroom model

Recent news stories regarding the trend of "showrooming" have me wondering why more merchants aren't showboating the one feature that distinguishes them from online competitors: the aspirational rewards and recognition their loyalty plans offer. Showrooming is when shoppers research products...

Digital payments: Can't generate loyalty without making change

Digital payments: Can't generate loyalty without making change

Remember the quaint old days when retail competition merely meant vying for a portion of the consumer's wallet? Well today that competition is literally over the wallet, and how consumers pay for their retail purchases. A recent story in the...

Showing (61 - 80) of 82

Get the latest news & insights


News

Resources

Trending

Features

Amazon Prime Day boosts overall online sales, retail activity