Our Articles

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People and Culture are Your Only Sustainable Business Advantage

Bob Macdonald

Content Writer

As I look back over the past four years to when we launched Bond and began our separation from a U.S. holding company, I’m amazed, and so proud of our team and what we’ve accomplished to become an industry leader. I’m also extremely grateful for the growing list of global brands who have chosen to work with us.

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Is Your Journey Map Really Telling the Whole Story?

Morana Bakula

Content Writer

While lots of great work is being done in customer experience, many brands are finding their customer journey work has lost relevance and purpose in moving the organization forward. And in the absence of a comprehensive view of the customer journey, brands are stagnating in CX. It’s time to shift the conversation to breaking down silos, making customer engagement the priority and quantifying business impact at every key interaction. Bond’s Morana Bakula, VP, Customer Experience shares the opportunity to unlock differentiation and drive meaningful business outcomes through Bond’s Customer Engagement Mapping framework. 

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Paid Memberships Are the New Loyalty in Retail

Scott Robinson

Content Writer

 

Update on the Rise of Paid: Our Loyalty Report 2019 research found that interest in paid memberships continue to rise. 43% of members are willing to pay a fee for enhanced benefits.

As featured in TotalRetail.

“To fee or not to fee?” will be the question many retailers ask themselves this year, as paid loyalty programs steadily take hold. While the paid model isn’t new — Costco is a pioneer in this space and game-changer Amazon Prime launched back in 2005 — more retailers are viewing pay-to-play as a compelling option for both members and their businesses. Restoration Hardware, GameStop, Bed Bath & Beyond, and GNC have all jumped on board, and the pay-to-play movement will only grow from here.

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Has your Customer Journey Map Become an Artifact?

Morana Bakula

Content Writer

Break silos. Demonstrate business impact. Focus on customer engagement.

 Full disclosure, this is another article on customer journey mapping. However, let us reframe the conversation to focus on breaking down silos, making customer engagement the priority and quantifying business impact at every key interaction, beyond a single transaction. With our clients, we use a different kind of framework that considers the end-to-end customer journey.

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Have We Reached a Tipping Point with Technology? 

Bond Brand Loyalty

Content Writer

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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[Guest Blog] 4 Customer Engagement Truths for Loyalty Marketers

Bond Brand Loyalty

Content Writer

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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The Evolution of Loyalty: Loblaw PC Optimum and its Implications

Richard Schenker

Content Writer

Back in 1997 when I began to lead a loyalty project for Shoppers Drug Mart with the code name “ASA” (an acronym for Acetylsalicylic acid), little did I know that 20 years later we would be witnessing the evolution of Canada’s favorite and most successful loyalty program. This past week’s announcement of the merger of these two iconic loyalty programs makes great business sense for the brands and their customers. The Shoppers Optimum program was originally tested in Kingston, Halifax and Calgary over a 16-month period. Towards the end of the pilot in 1999, approval was granted to launch the Shoppers Optimum Program nationally.

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10 Common Pitfalls of Loyalty Program Design

Richard Schenker

Content Writer

Loyalty Programs are critical to fostering effective Customer Engagement strategies for brands. They enable Customer acquisition, onboarding, engagement, retention, and even win back a brand’s Customers. Many strategic brand marketers have made their Loyalty Programs a key business imperative and have invested significant financial and human capital against this important endeavor. We often see many Loyalty Programs underperform or even fail because of poor Program design and planning. When designing or renovating your Loyalty Program, marketers should avoid:

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Do you have the right ingredients for Customer Experience (CX) success?

Morana Bakula

Content Writer

A customer obsessed culture is the core ingredient to CX success – but cultural change can be a daunting and difficult journey. You know you’re on the right cutstomer centric path when your organization has developed:

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

Bond Brand Loyalty

Content Writer

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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