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Expiry Exhaustion —  Move Beyond Traditional Loyalty to Improve Member Experience

Scott Robinson

Content Writer

This blog was written in response to the article "Aeroplan, it’s time to stop grabbing back the miles of your inactive customers" by Rob Carrick, that was published on January 14, 2020 on https://www.theglobeandmail.com/ 

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Beyond Millennials: Stop Treating Your Employees as Stereotypes

Judi Samuels

Content Writer

Hard truth: if you’re designing your employee experience (EX) strategies around segmentation by age group, you’re doing it wrong.  

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Starbucks Refill Tumbler: Habit Maker, or Habit Breaker?

In a follow-up to our November blog applauding Starbucks' Black Friday deal and how it used loyalty mechanics to encourage acquisition and habitual behaviors, Scott Robinson and Sayyada Rai  put the offer to the test and examined the real-world implications from two points of view.

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BUT FIRST, COFFEE (and second, and third, and...)

Scott Robinson

Content Writer

Starbucks' Black Friday deal shows us that loyalty mechanics can brew good things outside of formal loyalty programs. 

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Is Paid Loyalty Right for Your Brand?

Charanpal Brar

Content Writer

From discounts and free shipping to makeovers and workout classes, paid perks are taking off in the loyalty space.

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Purposeful Moments: Start Your CX Journey in the Here and Now

Kay Van Slooten

Content Writer

Customer experience (CX) has become a critical focus area for businesses seeking to connect with their customers in meaningful ways and differentiate themselves from their competitors. So popular is the topic of CX, it has its own global day (“CX Day”) to celebrate brands that create great customer experiences.

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Cracking the Employee Experience Code

Judi Samuels

Content Writer

Employees are the face of your brand. They are the difference between a “good experience” and a “great or differentiated experience”—they are the ones that form emotional bonds, and bring the brand promises to life. Numerous studies, have shown that a positive interaction between a customer and an employee results in enhanced brand perception, likelihood to increase spend and more willingness to forgive brand missteps—small and large.

Bottom line: employees can’t be replicated.

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Inside Bond’s Winning Approach

Scott Robinson

Content Writer


It’s one thing for Bond to say good things about ourselves and highlight our capabilities, like we might do when we get acquainted with prospective new clients and partners. It's quite another when an independent, authoritative third party names us a leader, which we believe validates our experience and expertise.

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Digital Acquisition Channels: A Key Imperative for Retail Co-branded Credit Cards

Richard Schenker

Content Writer


During a recent retail co-branded credit card client engagement, it became clear to me that retail co-branded credit cards are generally behind their bank credit card counterparts when it comes to the utilization of digital channels for the purposes of securing new cardholders. It is time for retail co-branded credit cards to take notice and actively explore and utilize digital channels to extend their reach to where their potential cardholders reside. It is increasingly important to communicate and reach out to consumer cohorts differentially, as seen in Bond’s Loyalty Report 2019.

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Preventing Loyalty Fraud While Balancing Risk and Experience

Maria Pallante

Content Writer

Over the last 3 years, loyalty programs have become an attractive target of digital fraudsters. In fact, it was reported that 48 percent of businesses were hit by account takeovers (ATO), which cost companies more than $2.3 billion worldwide. Delta, Air Miles, Marriott, and PC Optimum loyalty programs were all hit by fraud with thieves reportedly hacking into accounts, stealing points, and going on shopping sprees. As fraudsters become more sophisticated in their techniques, companies need to be more sophisticated in their approach to fraud prevention and detection.

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