FANBOX announces the opening of its Paris, France office.

FANBOX, a leader in loyalty programs and gift cards, announces the opening of its Paris, France office.

"Our new office in France becomes the company's first overseas franchise territory and an important step toward achieving our goals," explained Daleyne Guay, president of FANBOX.

FANBOX France will be led by Jocelyn Cayer who is responsible for developing the French market for FANBOX's COMMUNI-T brand, which features an innovative card designed for retirement communities and school campuses. COMMUNI-T is a safe, easy and convenient way to make purchases without the need to carry cash, thereby reducing the risk of theft in retirement residences and on campuses.

"I am delighted to be associated with a company as dynamic as FANBOX," said Jocelyn Cayer. "My first priority is to put everything in place to develop the French market and build awareness for the company. In France, companies increasingly recognize the need to seduce their customers and FANBOX offers a range of innovative products to help reach that goal."

"We are pleased to welcome Jocelyn Cayer to our team. He has the background and experience needed to develop our new office in France, which remains a key market priority and a natural fit for our company," stated Daleyne Guay. "French retailers are dynamic and avant-garde in their approach to business and very few private customer loyalty programs currently exist. The opportunity for FANBOX to build awareness for its products and offer its expertise to the French market is huge."

FANBOX is a leader in "SKU-based" loyalty programs and gift cards. Headquartered in Boucherville (Quebec), the company also has offices in Boston (Massachusetts) as well as in Paris (France). Since its founding in 2002, FANBOX has been a leader in technologies and relational marketing. From year to year, thanks to its extensive expertise, FANBOX has continued to set the benchmark for the successful establishment and management of loyalty programs and affinity groups.

FANBOX, a leader in loyalty programs and gift cards, obtains VeriFone V(x) certification

 Press release

 For immediate release

FANBOX, a leader in loyalty programs and gift cards, obtains VeriFone V(x) certification

Boucherville, July 19, 2010 – FANBOX is pleased to announce the successful inclusion of the VeriFone V(x) technology certification program in its loyalty programs, prepaid cards and gift cards. As of today, all retailers using VeriFone V(x) terminals for their banking transactions will be able to process FANBOX loyalty cards, prepaid cards and gift cards.

“This is excellent news for retailers using VeriFone V(x) banking terminals! Not only can loyalty programs and gift cards be grown among these merchants, but they will be able to take advantage of numerous benefits that will increase their revenue and reinforce their brand names. The programs put forth by FANBOX have become excellent tools for seducing customers,” affirmed FANBOX president Daleyne Guay.

“As well as using our loyalty cards, prepaid cards and gift cards, retailers will be able to benefit from a multitude of services specially developed for them. By using our loyalty programs, by means of our unique MS2 platform, retailers can communicate in real time with their customers. In doing so, each transaction becomes a golden opportunity to interact with them,” Daleyne Guay added. 

FANBOX is a leader in “SKU-based” loyalty programs and gift cards. Headquartered in Boucherville (Quebec), the company also has offices in Boston (Massachusetts) as well as in Paris (France).  Since its founding in 2002, FANBOX has been a leader in technologies and relational marketing. From year to year, thanks to its extensive expertise, FANBOX has continued to set the benchmark for the successful establishment and management of loyalty programs and affinity groups.

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Information:

FANBOX

http://www.fanbox.net

FANBOX, leader dans les programmes de fidélisation et de cartes-cadeaux, obtient la certification technologique VeriFone V(x)

 Communiqué de presse

 Pour diffusion immédiate

FANBOX,  leader dans les programmes de fidélisation et de cartes-cadeaux, obtient la certification technologique VeriFone V(x)

Boucherville, le 19 juillet 2010 – FANBOX, est fière d’annoncer, aujourd’hui, la réussite du programme de certification de la technologie VeriFone V(x) pour ses programmes de fidélisation, cartes prépayées et cartes-cadeaux.  Dorénavant, tous les détaillants utilisant les terminaux VeriFone V(x) pour leurs transactions bancaires pourront utiliser des cartes de fidélité, cartes prépayées et cartes-cadeaux de FANBOX.

« C’est une excellente nouvelle pour les détaillants utilisant les terminaux bancaires VeriFone V(x)! Non seulement les programmes de fidélisation et cartes-cadeaux FANBOX pourront croître à travers ces marchands, mais ces derniers pourront bénéficier de plusieurs avantages dont l’augmentation de leur revenu et le renforcement de leur marque de commerce.  Les programmes mis de l’avant par FANBOX deviennent d’excellents outils de séduction de la clientèle » a déclaré Daleyne Guay, président de FANBOX.

« En plus de traiter nos cartes fidélités, cartes prépayées et cartes-cadeaux, les détaillants pourront bénéficier d’une multitude de services conçus spécialement pour eux.  En utilisant nos programmes de fidélisation, par le biais de notre plateforme technologique unique appelée MS2, les détaillants pourront communiquer en temps réel avec leurs clients.  Chaque transaction devient donc une occasion en or d’interagir avec eux » a poursuivi Daleyne Guay.

FANBOX est un chef de file en programmes de fidélisation niveau produit «SKU Based» et de cartes-cadeaux. Située à Boucherville (Québec), l'entreprise a également des bureaux à Boston (Massachusetts) ainsi qu'à Paris (France). Depuis sa création en 2002, FANBOX agit à titre de leader en technologies et en marketing relationnels. D'année en année, grâce à sa grande expertise, FANBOX est passée maître dans la gestion et l'implantation réussie des programmes de fidélisation et de communautés d'intérêts.

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Source:

http://www.fanbox.net/Fanbox/fr/index.html

Notre nouveau site Web est en ligne

Le nouveau site Web de FanBox est en ligne.

FanBox recherche un analyste-programmeur PHP

Poste Permanent Analyste-développeur

SUPÉRIEUR IMMÉDIAT Vice-président opérations

Champ d’expertise Développement de produits et solutions de fidélisation

Lieu de travail Boucherville

Faites parvenir votre cv à cooljobs@fanbox.net

L’opportunité…

En tant que membre de l’équipe de développement, vous aurez la chance de travailler sur des produits de fidélisation innovateurs déployés en mode SAAS. Vous serez appeler à effectuer du développement et contrôle de qualité de nos produits. Le candidat s’assurera de travailler dans des outils de technologie récente telles que le Framework Zend sous le langage PHP 5. Il aura aussi à collaborer avec l’équipe de la clientèle afin de résoudre des problèmes complexes. Si vous avez envie de travailler dans une firme en croissance et que vous souhaitez œuvrer dans un environnement vous permettant de mettre à profit votre polyvalence, n’hésitez pas à nous envoyer votre curriculum vitae!

Principales fonctions et responsabilités :

· Effectuer de la programmation;

· Effectuer les essais fonctionnels et intégrés;

· Définir le plan de mise en production;

· Respecter les standards et normes et les appliquer avec notre Framework;

· Assurer le transfert d’expertise à l’équipe;

· Mettre à jour la documentation relative aux services et fonctions affectées par les modifications;

· Apporter le support nécessaire au service à la clientèle.

Votre profil…

· Connaissances des standards LAMP (Linux, Apache, MySql, PHP);

· Connaissance du Framework Zend version 1.9 et plus;

· Connaissances du langage PHP 5;

· Vous possédez DEC un diplôme universitaire de premier cycle ou l’équivalent;

· Vous avez 1 à 3 ans d’expérience en développement de produits transactionnels et des Web services;

· La connaissance des applications et ou d’interface de terminaux de points de vente (P.O.S) sera également considérée comme un atout.

Compétences Clés :

Pour avoir du succès dans ce rôle vous devez :

• Bilinguisme (français et anglais parlé et écrit);
• Avoir une facilité de rédaction synthèse et structurée;

• Avoir de la facilité à travailler en équipe;
• Être orienté sur les résultats;
• Être débrouillard, autonome et déterminé;
• Vous avez un souci de développer des produits de qualité.

Gala Chambre de commerce de Sherbrooke - Le Siboire

Gala Chambre de Commerce de Sherbrooke 2010. Publicité du gagnant Le Siboire dans laquelle le FANBOX est commanditaire. Félicitation au gagnant.

Publicité BMR Carte 360

The magic of FANBOX technology ushers in a marketing revolution at BMR LE GROUPE

Press Release

For immediate release

Boucherville, March 17, 2010—FANBOX proudly welcomes the arrival of the BMR 360 Reward Program at BMR LE GROUPE retailers. The program allows consumers and contractors to accumulate BMR points on all purchases made at any of the participating BMR merchants. FANBOX is pleased to have worked hand in hand with this renovation industry leader, providing a complete range of integrated consulting services to help BMR make its dream come true. Thanks to FANBOX’s MS² technology platform, BMR merchants will be able to claim that they truly know their customers and can attract them with promotions adapted to their needs and buying habits, redeemable on all in-store products and services and as travel credits.

For more than 10 years, FANBOX has been a Quebec leader in relationship technologies, loyalty programs and gift cards and is the developer of the MS² platform, a unique and innovative multi-channel technological solution for building affinity groups. MS² enables companies to maintain a real-time relationship with customers, wherever they are, and to move easily to automated marketing strategies. Each transaction becomes, in fact, an opportunity to communicate strategically with customers. FANBOX’s advice and tools make it possible to appeal to the right person, with the right offer, at the right time and in the right way.

BMR used the MS² solution, along with basic business relationship values (i.e. in-depth knowledge of the customer), to develop its BMR 360 Reward Program. The program focuses on making customers feel that their needs are important and understood. “This way of doing business fosters a permissive rather than an intrusive marketing approach,” emphasizes Daleyne Guay, President of FANBOX and owner of the MS² technology platform. “FANBOX acts as a dream catcher, providing companies with a tool that allows them to get closer to their customers to better anticipate their needs and meet them simultaneously… a type of crystal ball into customer satisfaction.”

Like all companies looking to connect with their customer base, BMR is enthusiastic about putting this strategy to work with a state-of-the-art tool that looks like other reward cards but has distinct advantages. The 360 BMR Reward Card is linked to a database of information that belongs to BMR. Once a transaction is made using the either the “consumer” or “entrepreneur” card, the program manager is able to communicate with customers by email, regular mail or other identified medium and offer products and promotions that meet a current or future need, based on the customer’s expectations. For example, in the days following the purchase of an “abc” brand drill, a customer might receive a promotion on product-related accessories (drill bits, for instance). “The BMR 360 Reward Program is innovative and meets the expectations of our customer base – consumers and contractors – and this new tool is flexible enough to keep pace with customer needs and market trends in the renovation-construction industry,” explains Yves Gagnon, President and CEO of Groupe B.M.R. Inc.

Developing the BMR 360 Reward Program posed new challenges for FANBOX. BMR is an umbrella association of independent merchants who operate some 180 renovation centres and hardware stores in Quebec, Ontario, New Brunswick, Nova Scotia and Prince Edward Island. To get the most out of the MS² platform, six different checkout systems had to be integrated and adapted. The platform also had to enable BMR to manage the account details of contractors who paid for purchases through a variety of payment agreements rather than in the store. BMR points are, in this case, automatically applied when conditions of payment are met. Finally, the range of FANBOX services was broadened to include the training of BMR employees who are tasked with introducing the BMR 360 Reward Program, including its activation, advantages, use and distribution.

Since its founding in 2002, FANBOX has won the hearts of nearly 2 million consumers for its business clients in less than a decade. Heartened by its expertise and success, FANBOX is now setting its sights on conquering North American and European markets and has opened business development offices in Boston and Paris.

With increased efforts in technology research, major investments and a priority on innovation and quality standards, FANBOX is well-positioned to become the relationship management company with the best-performing client base.

http://www.fanbox.net

La magie technologique de FANBOX opère une révolution dans le marketing de BMR LE GROUPE

BOUCHERVILLE, QC, le 17 mars - FANBOX est fière de voir apparaître aujourd'hui chez les marchands de la bannière BMR LE GROUPE, le Programme de récompense 360 BMR. Ce programme permet aux consommateurs et aux entrepreneurs d'accumuler des points BMR sur tous leurs achats effectués chez l'un des marchands participants. En accompagnant ce chef de file de la rénovation tout au long du développement de ce programme à travers une gamme de services-conseils complète et intégrée, FANBOX a permis à BMR de passer du rêve à la réalité. Grâce à la plate-forme technologique MS2 de FANBOX, BMR pourra dorénavant se targuer de très bien connaître ses clients pour mieux les séduire par des offres promotionnelles adaptées à leurs besoins et à leurs habitudes d'achats, applicables sur tous ses produits et services offerts en magasin ou en crédits-voyages.

Leader dans le domaine des technologies relationnelles et programmes de fidélisation et cartes-cadeaux au Québec depuis plus de 10 ans, FANBOX a développé la plate-forme MS2, une solution technologique multicanal innovatrice. Cette technologie, unique à FANBOX, permet aux entreprises d'entretenir une relation en temps réel avec leur clientèle, où qu'elle soit. De plus, MS2 rend les entreprises capables de procéder facilement à l'automatisation de leurs stratégies de marketing. Chacune des transactions devient, en fait, une occasion de communiquer avec la clientèle de façon judicieuse. En bref, les conseils et outils de FANBOX offrent la possibilité de rejoindre la bonne personne, avec la bonne offre, au bon moment et de la façon souhaitée par le commerçant.

C'est l'utilisation de la solution MS2, couplée aux valeurs fondamentales de la relation d'affaires, soit la connaissance intime du client, qui ont amené BMR à développer le Programme de récompense 360 BMR. Il permet au consommateur de sentir que ses besoins sont importants et connus. "Cette façon de faire, préconise une approche marketing permissive plutôt qu'intrusive" souligne le président de FANBOX et propriétaire de la plate-forme technologique MS2, Daleyne Guay. "FANBOX agit comme un capteur de rêves en mettant à la disposition de ses clients un outil qui leur permet de se rapprocher de leur clientèle pour mieux anticiper leurs besoins et y répondre en simultanée... comme le ferait un devin!" ajoute M. Guay.

BMR est enthousiaste, comme toute entreprise qui se veut branchée sur les besoins de sa clientèle, de mettre en pratique cette stratégie à l'aide d'un outil de pointe qui, bien qu'en apparence ressemble à d'autres cartes de récompense, comporte des avantages distinctifs. La Carte 360 BMR est reliée à une base de données dont les renseignements appartiennent à BMR. Suite aux transactions effectuées avec la carte "consommateur" ou "entrepreneur" 360 BMR, le gestionnaire du Programme peut rejoindre ses clients par courriel, par la poste ou d'autres médias identifiés et leur proposer des produits et promotions susceptibles de satisfaire un besoin, actuel ou futur, conforme à leurs attentes. Par exemple, un client qui se procure aujourd'hui une perceuse de marque "abc" pourrait recevoir, dans les jours qui suivent son achat, une promotion applicable sur les accessoires (des mèches par exemple) reliés à ce produit. "Le Programme de récompense 360 BMR est innovateur. En plus de répondre aux attentes de notre clientèle - consommateurs et entrepreneurs - ce nouvel outil nous offre toute la flexibilité requise pour évoluer au gré des besoins de cette dernière et des tendances du marché de la rénovation-construction" a déclaré le président et chef de la direction du Groupe B.M.R. inc., monsieur Yves Gagnon.

Le développement du Programme de récompense BMR 360 comportait de nouveaux défis pour FANBOX ; mentionnons d'abord que BMR est un regroupement de marchands indépendants qui exploitent quelque 180 centres de rénovation et quincailleries au Québec, en Ontario, au Nouveau-Brunswick, en Nouvelle-Écosse et à l'Île-du-Prince-Édouard. Aussi, pour maximiser l'utilisation de la plate-forme MS2, il a fallu l'intégrer et l'adapter à six systèmes de caisse différents. La plate-forme devait aussi permettre à BMR de gérer la spécificité des comptes entrepreneurs qui effectuent leurs achats autrement qu'en magasin et dont les ententes de paiement varient. Les points BMR sont alors applicables automatiquement lorsque leurs conditions de paiement sont respectées. Enfin, la gamme de services de FANBOX s'est étendue jusqu'à la formation des employés de la bannière qui sont appelés à présenter le Programme de récompense 360 BMR ; son activation, ses avantages, son usage, sa diffusion, etc.

C'est en 2002 que FANBOX voit le jour. En moins d'une décennie, FANBOX a su conquérir pour ses entreprises clientes le cœur de près de 2 millions de consommateurs. Forte de son expertise et de ses succès, FANBOX se lance à la conquête des marchés nord-américains et européens, avec l'ouverture de bureaux de développement des affaires à Boston et à Paris.

En multipliant les efforts dans la recherche technologique, en réalisant des investissements majeurs et en plaçant l'innovation et les standards de qualité en priorité, FANBOX se positionne avantageusement pour devenir l'entreprise de gestion de relations avec la clientèle la plus performante.

GROUPE BMR | Carte 360 BMR ! Un nouveau programme de récompense chez BMR LE GROUPE

GROUPE BMR | Carte 360 BMR ! Un nouveau programme de récompense chez BMR LE GROUPE

Loyalty predictions for 2010

In 2010, the loyalty landscape will continue to be quite dynamic as companies continue to adapt to the uncertain economic climate. In particular, here are a few predictions for three specific industries:

FINANCIAL SERVICES: credit and debit issuers will continue to reflect on how to evolve their loyalty program value propositions in a challenging regulatory environment. With high levels of negative public opinions of the banking industry, issuers will have to navigate carefully as they make changes to existing rewards programs.

Among forward-thinking banks, we may see a trend toward the simplification of the loyalty options they provide cardholders rather than the adoption of annual fees for reward cards.

RETAIL will continue to see strong growth in loyalty efforts. For example, the executive teams of two major retailers (Walgreens and Rite Aid) have already publicly proclaimed that they will launch customer loyalty programs. We expect we will see other major retailers follow their lead. Retailers continue to increase their efforts to leverage customer insights from loyalty programs in ways that move well past simple marketing applications. In fact, about 10 retailers are already actively finding ways to apply customer-specific insights into their merchandising strategy. In 2010, more retailers are expected to make strides in progressing on the path to "enterprise loyalty".

TRAVEL Some airlines and hotels will start to reap the fruits of their efforts to improve their rewards and benefits. Several companies like Hyatt, Marriott and Delta have reengineered many of their elite membership benefits to encourage frequent travelers to consolidate their travel activities with just their brand. As the economy begins to improve in 2010, many of the loyalty leaders in the travel industry will be well positioned to capture an even greater share of the frequent traveler's business as companies start to loosen travel and entertainment budget restrictions.

The U.S. loyalty landscape is vibrant and growing. And, while companies face challenges in ensuring their loyalty programs are distinct and set up for long-term sustainability, continued growth is expected in loyalty efforts and customer adoption. In fact, 2010 may be the year that the number of U.S. loyalty program memberships exceeds 2 billion.

Source : Promo magazine

Author : Kelly Hlavinka. She can be reached at Kelly.Hlavinka@colloquy.com

Overview of Retail Customer Loyalty Programs: Seven Key Areas Leading Retailers Need to Focus on

Very good list of actionable best practices.

“In coming months, survival in retail will be directly related to the ability to understand, precisely, the shopper’s state of mind, deliver solutions that serve their interests, and effectively execute shopper marketing programs.” — Millerzell Research

Customer loyalty programs are intended to exactly deliver this — to be able to track and reward customer behavior – and statistics indicate that consumer participation in rewards programs is on the rise across all demographic segments.

Based on our experience delivering innovative customer engagement solutions for our retail clients and on available industry research, we’ve compiled a list of actionable best practices that can help retailers take their customer loyalty program to the next level.

Source : Tata Consultancy Services

Download 780 KB PDF

Cost-Per-Lead Figures Vary by Vertical

Companies in the travel industry have the highest cost-per-lead (CPL) to obtain basic consumer information through opt-in digital advertising, while companies in the technology industry have the lowest CPL for basic information but the highest CPL for premium information, according to a report by online lead generation firm Pontiflex , which breaks out the costs of both types of leads by vertical.

In its “Cost-per-Lead Advertising Data Report,” Pontiflex defines basic data as information such as a user’s first name, last name, e-mail address and postal address. Premium fields include more detailed data such as telephone numbers, social networking usernames, and custom questions.

Not surprisingly, the higher the number of fields of information collected, the higher the cost per lead. However, paying more doesn’t always mean a company is guaranteed more and better leads. Asking for additional fields of information increases drop-off and reduces lead volume, Pontiflex said.

Pontiflex’s analysis found that the overall cost for a basic lead, across all industries is $0.60, while the cost for a premium lead is $2.27. However, the increases are not consistent across industries.

Full article : www.marketingcharts.com

Consumers use loyalty programs to save money

A recently released study by First Data, entitled “2009 Consumer Loyalty Study,” found that more and more consumers are signing up for, or regularly using, reward programs, especially when it comes to fuel and convenience-store purchases.

According to a report in Progressive Grocer, 35% of consumers who are members of gas rewards programs indicated their choice of retailer was “very” influenced by that membership.

Other findings included: Although the vast majority of consumers prefer coupons for discounts on total purchase, just 61% of members indicated that they receive that reward as a member of a retail rewards program.

Also, reports of frustration with loyalty programs are on the decline. More members say they haven’t experienced any problems or frustrations related to rewards programs (20% in 2009 compared with 14% in 2008).

Rewards Programs Adapt to the Recession

Despite the recession, U.S. consumer participation in rewards programs is on the rise across all demographic segments, according to COLLOQUY research released today. The study reports a 19% participation growth by the general population since 2007.

Consumers are leaning on loyalty programs to stretch household budgets further by earning rewards for their purchases. The retail category demonstrates the highest positive impact in reward program attitudes, with 75% of 2,152 surveyed reporting a net neutral or positive effect on their program participation as a result of the economy. The Financial Services sector remained relatively flat, with 52.7% reporting "no difference" in the impact of the recession on program participation.

• One-third of consumers find retail loyalty programs "more important" when battling tough times
• 18 to 25 year old Millennials represent fasting growing demographic

Loyalty marketing programs recognize and reward the best customers of a business. The statistics are included in COLLOQUY’s latest white paper titled, "After the Meltdown: Consumer Attitudes and Perceptions About Loyalty Programs in the Post-Recession Economy." The paper is available for a free download at www.colloquy.com/whitepapers.

Source : Colloquy

Five Ways Social Marketing can Improve Customer Loyalty

An article in multichannelmerchant.com says: "Social marketing programs are not about hard sells to your customers. Rather, social marketing programs should be about connecting with your customers for the long-term —on their terms—and sharing information and experiences."

Source : multichannelmerchand.com

Rt: 10 Tips for Building Customer Loyalty

Sustaining a loyal client base is one of the biggest challenges that businesses face each day. You may have hundreds of competitors, so how can you market your product to obtain consumer loyalty? Consumer loyalty comes from attaching a certain perceived value to your product in the mind of your consumer. In order to create this perceived value you have to establish relationships and trust with your customers. Here are some useful tips to help companies maintain and generate loyal customers:

#1 How is your earning rates for loyalty program rewards? Analyze earning rates by segments to understand engagement of target segments.

#2 Have you analyzed your reward program redemption rates. Who redeems? What do they buy? What’s the average sale at redemption?

#3 For your loyalty rewards program, which customer earn the rewards and are not redeeming. Do you have a plan to engage them?

#4 Hard benefits, like rewards, are just one part of the value proposition. What are your soft benefits that build the emotional connection?

#5 Enhance your loyalty program value proposition by tailoring soft benefits to resonate with key growth and retention customer segments.

#6 Tiering your loyalty program gives your customers a reason to give you a greater share of wallet and creates upward migration in spend.

#7 Loyalty benefits should be a mix of hard and soft benefits. Hard benefits reinforce value and soft benefits build emotional connection.

#8 Create an Internal Communications plan for your loyalty program to educate everyone on the value to the organization and to the customer.

#9 Internal communication plan should educate, motivate and engage employees in supporting the loyalty program and company goals.

#10 Internal communication plan for your loyalty program need to include a dashboard of results at the program, customer and employee level.

Source : 10 Tips for Building Customer Loyalty by Sallie Burnett

Google & Virgin America's Online Scavenger Hunt Campaign Rocked

Here's more proof that fun is what brand-building and customer loyalty are all about these days. Love this Google-Virgin scavenger hunt!

Google Apps partnered with Virgin America to launch a unique campaign where they invited people taking Virgin America flights all day, as well as those sitting on computers at home or work to participate in an online scavenger hunt for clues to answer questions they would pose at you on a website called "Day In The Clouds."

http://www.dayinthecloud.com

Millennials Fuel 19% Jump in Loyalty-Program Participation

Despite the current recession, US consumer participation in loyalty and rewards programs is rising across all demographic segments and has grown 19% since 2007 among the general population, according to a study by Colloquy.

Activity in specific demographic segments is up even more, the research found. Participation by Millennials (ages 18-25) - which represent the fastest-growing demographic for loyalty programs - has soared 32% since it was last measured in 2007, while participation by women is up 29% in the same time period.

Source : Colloquy

iMedia Connection: How to turn your email program into a dialogue

Building greater customer dialogue into emails has a number of tangible benefits. Check out these ways to liven up messages and add the element of conversation.

View >>

Why Do Online Shoppers Abandon Purchases? High Shipping Costs Top the List

A new PayPal survey reveals that nearly half (45 percent) of online shoppers have abandoned their carts multiple times in the past three weeks due to high shipping costs, security concerns, and lack of convenience. The average cost of abandoned goods in US shopping carts is $109.

Through the survey, PayPal found the main reasons why shoppers did not follow through on their purchases were:

1. High shipping charges – This tops the list of reasons for cart abandonment with 46 percent citing this as their reason for not making their purchase. Today we are announcing PayPal’s new Express Checkout feature (the PayPal Instant Update API) which allows order details to be shown earlier in the process including shipping options, insurance choices and tax totals. This new feature can help online retailers give shoppers the information they are looking for in order to complete a purchase.
2. Wanted to comparison shop – Shoppers are savvy and want to know all their options before they commit to the purchase. Thirty seven percent said this was their reason for abandoning, making comparison shopping second on our list.

The survey also found that people who have abandoned their carts once are likely to abandon them again. Some additional information depicted by the survey results include:

• Nearly half of respondents have abandoned their carts in the last three weeks.
• More than 25 percent left the site to search for a coupon.
• One third of shoppers later returned to the same site to buy.
• An additional 20 percent purchased the items at a brick and mortar store or competitor’s Web site.

Building Loyalty in Business Markets (B-to-B)

There’s an interesting article in the Harvard Business Review that’s worth reading. It questions current theories regarding customer retention and the link between company profits & customer loyalty.

Retailers Now Top Loyalty Marketers

U.S. retailers now constitute the largest collective market for loyalty reward program memberships, outstripping travel-hospitality and financial services aggregate memberships, according to Colloquy.

According to its latest research, across-the-board retail loyalty program memberships now number 701 million, representing 39% of the U.S. loyalty market. That compares to 556 million in travel-hospitality, which includes airline, hotel, gambling, car rental and cruise programs, representing 31% of the market, and financial services credit card programs at 422 million for 23% of the market.

“With the travel category in maturity and the financial services category likely to contract, we expect retailers to be at the forefront of innovative loyalty marketing for years to come,” said Colloquy partner Kelly Hlavinka, in a statement.

Source : Colloquy

Loyalty Leading Indicators

• Nearly 90% of Americans participate in some type of rewards program, and most are enrolled in more than one. (BusinessWeek)

• 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. (Colloquy)

• 96% of people are currently a member of a reward scheme and 64% of people belong to three or more loyalty schemes. (The Wise Marketer)

• Reward program members are 70 percent more likely to be word-of-mouth champions (defined as customers who are "actively recommending" a product, service or brand) than the general population. (Colloquy)

• The percentage of overall active memberships in the U.S. – those memberships that demonstrate some type of engagement within a 12-month period – remains at 43.8 percent, with a blended average of 6.2 active memberships per household. (Colloquy)

• Consumer expectations regarding brand value went up 20 percent this year versus last. (Brand Keys)

• Just under two-thirds of consumers (65 percent) say price is becoming more important than convenience in brand purchases. (Information Resources Inc.)

• Seventy-three percent of customers who are enrolled in rewards programs say that they hope that data generated as a result of their participation in rewards programs are used to develop a better program for them. (Market Platform Dynamics)

Overstock.com Taps Online Community as a Supplement to Loyalty Program

Capitalizing on the power of word of mouth and new media, Overstock.com is emphasizing its loyalty program, The District O Private Lounge as a new channel for customer intelligence. Known for offering brand-name merchandise at discount prices, Overstock.com recently revitalized its Club O loyalty program by utilizing rich customer feedback. Featuring 300+ active members, the Private Lounge is designed to enable Overstock.com customers to play significant roles in keeping the online retailer fresh and its customers loyal. In its first year, the community has helped the retailer refine its popular television advertising, reinstate some of its customers’ most-missed Web features and reinvigorate Overstock.com’s holiday shopping sales.

The District O Private Lounge, which initially kicked-off with the goal of enhancing Overstock.com’s loyalty program, has since blossomed into a primary source for customer insight that extends well beyond Club O. Communispace, which creates online customer insight communities, recruited members for the community and now engages them in activities ranging from open discussions around the best and worst loyalty programs, to generating feedback on the retailer’s television commercials. Energized by the community experience, members also initiate their own activities in the community, generating unexpected insights that keep Overstock.com in step with its customers’ changing needs.

"Although we’ve long relied on quantitative research to understand our customers, we’ve never had a way to engage in active dialogue with them, something that’s incredibly valuable for an online business," said Patrick Byrne, Overstock.com Chairman and CEO. "We’ve already established a meaningful connection to our customers through The District O Private Lounge, and we’re looking forward to learning more from these members. Their distinctive voices will clearly resonate in our strategy and communications in the future, specifically within our enhanced Club O program.”

"Businesses are facing new challenges as consumers adjust spending and change habits to cope with the recession," said Diane Hessan, CEO of Communispace. "Overstock.com is committed to understanding its customers’ challenges by listening and engaging with them directly. The best way to build and sustain customer loyalty, especially now, is by making your customers active stakeholders in achieving mutual success."

Source : Retail TouchPoints

How Loyal Are Consumers? Retailers Lead, TV Service Providers Lag In Loyalty

Bruce Temkin, Vice President & Principal Analyst at Forrester Research just published research called How Loyal Are Consumers? Not Very that examines the loyalty that consumers have with 113 large firms across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers.

We asked 4,500+ US consumers about three areas of loyalty:

1. Willingness to consider the provider for another purchase
2. Reluctance to switch business away from the provider
3. Likelihood to recommend the provider to a friend or colleague

Here are some of the industry-level findings (in terms of the percentage of loyal customers):

• Willingness-to-repurchase
  • Leaders: Retailers (89%) and Insurers (82%)
  • Laggards: TV Service Providers (69%) and ISPs (73%)
• Reluctance-to-switch
  • Leaders: Retailers (80%) and Investment Firms (73%)
  • Laggards: Airlines (62%) and TV Service Providers (63%)
• Likelihood-to-recommend
  • Leaders: Retailers (81%) and Insurers (75%)
  • Laggards: TV Service Providers (59%) and Health Plans (60%)

Source : Customer Experience Matters

Brand Loyalty and Economic Recession Influence Teen and Young Adult Consumer Behavior

Euro RSCG Discovery, the North American data analytics, CRM and behavioral marketing
agency network of Euro RSCG Worldwide, today announced a new study of teen and young
adult consumers, ages 13 to 21, found that consumer behavior among females in this
age group has shifted more than that of males in the economic recession.  The
study also found brand loyalty is increasingly important among this age group,
as a majority of teenagers and young adults (73%) shop at a set group of
stores.

"There is an immense opportunity for gender-specific behavioral marketing that
will engage teens and young adults in this recession, especially when it
targets those that spend their own money," said Zain Raj, CEO of Euro RSCG
Discovery and Global Practice Leader, Retail Brands of Euro RSCG Worldwide.
"Although the economy is impacting teen consumers, and particularly young
women, loyalty patterns indicate that marketers stand to benefit most from
advertising brand value and finding new ways to become part of this age
group's brand rituals."

According to the survey, female teens and young adults are more worried about
the economy (92% v. 87%) and are more likely to engage in money-saving
activities (41% v. 35%) than males.  Compared to one year ago, nearly half of
females in this age group are looking for sales (48%) and staying home (51%)
more often, compared to fewer than 43% of males in both categories.

The males surveyed were more likely to report not being affected by the
economic slowdown (15% v. 7%) and that the relationships they have with the
stores they shop at have grown stronger over the last year.  In fact,
significantly more males than females always (6% v. 3%) or usually (26% v.
17%) buy brand name clothing at full retail price.  Almost half (48%) of the
males polled buy high-end brands just as often, and nearly one-third (29%)
spend money on entertainment more often. 

However, males are more likely to shop for one item at a time (42% v. 33%) and
to think of clothing as seasonal (19% v. 13%).  They are also far less likely
to seek information from media, catalogs and the Web for their purchase
decisions.

"Now more than ever, it is important for brands to capitalize on the
relationships they have with this younger audience," said Raj.  "While young
consumers are becoming more conscientious about their purchases, they still
return to the stores and brands they are familiar with when it comes time to
buy."

The survey revealed the best opportunity to target the younger generation of
consumers is in stores, despite a high proliferation of internet and social
network use among this age group.  The study found that more than 70% of
teenagers and young adults research and make purchases in stores.  In
addition, stores were the most prominent source of fashion purchase
information, compared to word of mouth (53%), catalogs (37%), magazines (23%),
online (20%) and TV (17%).

The study, based on an online survey of 1000 teens aged 13 to 21, was
conducted in partnership with American Student List, the nation's leading
provider of student and youth marketing data and part of the Euro RSCG
Discovery network. Data was weighted to be geographically representative.

Source : Euro RSCG Discovery

SOURCE  Euro RSCG Worldwide

Mise en place simple d'un programme de fidélisation

Fidéliser un client, c'est créer une relation de confiance. Un programme de fidélisation, c'est une arme de séduction massive. Un programme de fidélisation permet de comprendre les habitudes et comportements d'achats de vos consommateurs : valeurs des achats effectués, produits et services achetés et la fréquence d'achat.

Lorsque votre compréhension des habitudes de consommations de vos consommateurs est maîtrisée, vous pouvez alors communiquer de façon optimale. Vos interactions seront pertinentes, car, elles seront basées leurs besoins et leurs désirs.

Avant de mettre en place un programme de fidélisation, vous devez considérer les éléments suivants :

Rétention de vos clients
Tout type d'entreprise est concernée par la rétention de sa clientèle. Des solutions pour les petites entreprises sont disponibles, via le Web et Internet. Une entreprise telle que FanBox simplifie le processus d'implantation et de lancement de votre programme de fidélisation ou de carte-cadeau.

Une mise en marché ciblée vers vos clients les plus rentables se traduira par un retour sur investissement plus élevé que des efforts de recrutement de nouvelles clientèles.

Vos clients ne sont pas tous égaux
Votre entreprise doit concentrer ses efforts sur ses clients contribuant le plus à votre chiffre
d'affaires. Une base de données contenant les informations transactionnelles aide grandement à identifier les clients les plus profitables et développer des avantages et privilèges propres à vos clients loyaux.

Quels sont vos objectifs?
La première chose à faire, avant la mise en place d'un programme de fidélisation, c'est de fixer un ou des objectifs. Ex. :

• Est-ce que je veux que mes clients achètent plus souvent?
• Est-ce que je veux que mes clients achètent plus d'un produit ou service?
• Est-ce que je veux que mes clients achètent des produits ou services complémentaires?
• Est-ce que je veux que mes clients achètent des produits à plus forte marge ou à valeurs ajoutées?
• Est-ce que je veux que mes clients réfèrent des nouveaux clients

Les objectifs varieront selon votre type de produits ou service et votre secteur de marché.

Simple d'utilisation
Il est important que votre programme de fidélisation soit simple et que la récompense soit atteignable. Une prime inatteignable peut générer un effet négatif sur votre entreprise et du même coup, affaiblir le lien de confiance entre vous et vos clients.

Mesure des résultats
Il est primordial de mesurer les résultats de votre programme de fidélisation, afin de déterminer si ce dernier à un effet positif sur la rentabilité de votre entreprise. Ex:

• Ai-je atteint mes objectifs?
• Est-ce que les bénéfices sont supérieurs aux coûts du programme?
• Ai-je augmenté le taux de satisfaction de mes clients?
• Est-ce que mes clients me refirent des nouveaux prospects?