Bond Brand Loyalty

Bond Brand Loyalty, formerly Maritz Loyalty Marketing, has been practicing brand loyalty for over 100 years for the world’s most beloved brands. We believe that the world can be a more loyal place – a world more rewarding for customers, richer and more resilient for brands, and extremely profitable for the underlying businesses those brands represent.

Recent Posts

Trick vs. Treat: Building a CX Strategy that’s a treat for customers and the bottom line

Posted by Bond Brand Loyalty

Oct 31, 2018 12:17:01 PM

Building a successful CX strategy can feel like a haunting task. Brands recognize the importance of defining and delivering a differentiated Customer Experience, but often don’t know where to start, or get lost along the journey. The right Customer Experience potion is the combination of a few key ingredients, including a CX strategy aligned with the brand promise, defining the business outcomes your CX work will impact, mapping the entire journey (with the customer), and engaging your employees by creating a CX culture.

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Topics: CX, Customer Experience, Journey Map

Top 10 CX Fundamentals

Posted by Bond Brand Loyalty

Oct 1, 2018 6:47:00 AM

Happy CX Day! In this video, people from across our organization share fundamentals that are key to delivering and achieving CX transformation success.

Put on by the Customer Experience Professionals Association, CX Day is a global celebration of the brands and professionals that create great experiences for their customers.

 

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Topics: customer engagement, custoemr experience, mobile, Employee, CX, Training and Learning, Coaching, Employee Engagement, Brand Loyalty

A Reset for Aeroplan Members

Posted by Bond Brand Loyalty

Jul 27, 2018 5:25:01 PM

On Wednesday, in an email to Members, Air Canada shared, “Straight to the point: we heard from many customers who were excited about our plans and would prefer to transfer their Aeroplan Miles to the new Air Canada loyalty program.

Wednesday’s news sets up a reset in the Canadian loyalty and co-brand space—with the potential to ease market consternation about the fate of Aeroplan and the intentions of Air Canada, the news brings clarity and confidence to what would otherwise have been a period of continued uncertainty leading up to June 2020.

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Have We Reached a Tipping Point with Technology? 

Posted by Bond Brand Loyalty

Apr 4, 2018 11:57:00 AM

Technology is rapidly changing customer expectations and the way they engage with your Brand. 

The Loyalty Report 2018 finds that Members have moved from technology skeptics to champions as 95% of members want to engage with their Program through new and emerging technologies.

From our recent 2018 Executive Launch event, Sean Claessen shares his thoughts on how Loyalty technology has reached a tipping point.

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Topics: Loyalty Report

[Guest Blog] 4 Customer Engagement Truths for Loyalty Marketers

Posted by Bond Brand Loyalty

Nov 29, 2017 2:27:46 PM

Weclome to a guest blog by Andrew Dorn, Director of Marketing Channels at RedPoint Global, a proud partner of Bond Brand Loyalty.

Loyalty programs have become extremely popular in recent years, and for good reason. Providing rewards to repeat customers is a good way to get them to keep coming back. But that’s not the whole story. To truly engage consumers and keep them loyal to your brand, you need a comprehensive strategy that centers around understanding customer behaviors, preferences, and interaction histories. Only once you have built and implemented this customer engagement strategy you can be confident of driving greater retention and loyalty over time.

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Topics: customer engagement, Customer Experience, Brand Loyalty

Is Your Loyalty Program Worth It? 5 ways to ensure your Program makes the cut

Posted by Bond Brand Loyalty

Aug 31, 2017 9:04:32 AM

Now in its seventh year, the Loyalty Report 2017 reveals that consumers have reached their Program engagement threshold despite an upward trend in new Program memberships. Our research finds that new program enrollment has grown by 31% in the past four years to 14.3 Programs per member; yet, only 6.7 Programs are active. This means that if your Program is not engaging or properly rewarding Members for their devotion, your Program is at risk and needs work.
 
A poor experience can significantly affect Member satisfaction, which can have a direct impact on spend, choice, advocacy, and retention, so it’s critical that you do everything possible to be among the active 6.7 Programs. Here are five ways to ensure your Program makes the cut.

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Topics: Loyalty Program, Loyalty Marketing, Loyalty Report, Customer Experience, Retail, mobile

5 Things You Need To Know About Loyalty From the 2016 Bond Loyalty Report

Posted by Bond Brand Loyalty

Jun 17, 2016 5:04:51 PM

Make no mistake: Building authentic relationships with consumers is hard work—and getting harder by the day. Consumer expectations continue to rise. The pace of change continues to increase. The need to stay relevant is more important than ever.

Our latest research from the 2016 Bond Loyalty Report, shows that consumers continue to value Loyalty programs—programs that pay dividends back to brands in the form of loyalty, advocacy and increased spend. It’s time for marketers to start paying closer attention.

If you’ve taken a “set it and forget it” approach you’ve likely overlooked what matters most to your program Members. Taking a closer look now might land some relatively quick wins.

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Topics: Brand Loyalty, Loyalty Program, Loyalty Report

The Mobile Integration Dilemma

Posted by Bond Brand Loyalty

Dec 9, 2015 2:26:51 PM

Have you heard the news? This year will be the year of mobile! 

We have been hearing this phrase uttered every year for at least the last five years and yet, somehow, we are still not prepared. We are barely scratching the surface of what is possible with mobile and are expecting big things, which are not going to happen by themselves.

We are aware of the consumers’ love affair with their mobile devices. According to Pew Research Center:

  • 64% of American adults now own a smartphone of some kind.
  • 44% have slept with their phone next to their bed because they wanted to make sure they didn’t miss any calls, text messages or other updates during the night.
  • 29% of owners describe their mobile phone as “something they can’t imagine living without.”

Also, quite importantly for marketers, consumers use their mobile phones while they are shopping.

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Topics: Loyalty Program, Loyalty Report, Mobile Loyalty

Was Amazon's #PrimeDay a Prime Example of Brand Loyalty Erosion? Here Are 20 Examples That Prove It.

Posted by Bond Brand Loyalty

Jul 16, 2015 10:16:00 AM

The Internet has spoken – and it isn’t pretty. Turns out Amazon’s hyped up exclusive "Prime Day" event for Amazon Prime members failed to impress, leaving the “tens of millions" of members feeling a little slighted. Not to mention, the bad impression on the browsing non-members Amazon was attempting to court.

Buzzfeed was quick to publish this article with some of the best Internet responses. Of course, that was just the beginning. #PrimeDay trended on Twitter throughout the day with users even creating a second hashtag: #PrimeDayFail.

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Topics: Brand Loyalty, Retail, Loyalty Report

The Top 5 Things You Need To Know From the 2015 Loyalty Report

Posted by Bond Brand Loyalty

May 29, 2015 12:36:30 PM

What's trending in loyalty?

The 2015 Loyalty Report saw an increasing number of people opt-in to a variety of loyalty programs in the past year, and revealed the extent to which programs are effective in influencing customer behavior show no signs of diminishing.

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Topics: Brand Loyalty, Loyalty Program, Loyalty Report

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