Our Articles

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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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Loyalty Is On The Move

Maria Pallante

Content Writer

 As featured in Loyalty 360

Keep up with an innovative mobile loyalty strategy

Loyalty—it’s in your customers’ pockets and at their fingertips. Smart brands are acquiring, engaging, and retaining customers with a loyalty strategy that harnesses the simplicity and readily-adopted nature of mobile. Here are some ideas on how leverage new integrations in mobile technology to personalize and enrich your customers’ journey.

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The New Reward Experience for Modern Loyalty

Maria Pallante

Content Writer

If there is one thing all businesses have in common, it’s the need to attract, engage, and keep customers coming back. Loyalty programs were born out of a need to do this when shop owners gave customers copper tokens that could be redeemed for products on future purchases. Rewards have evolved a lot since then and our more traditional view of rewards, including merchandise for consumer programs, emerged in the ’80s through printed catalogs (remember those?).

Fast-forward to today, when the breadth of loyalty rewards programs across numerous sectors includes vast online catalogs of merchandise, gift card rewards, cause-related redemptions, travel, payment with points, point transfers, and experiential rewards—all aimed at engendering customer loyalty. While the pursuit of rewards breadth can be enticing for loyalty marketers, breadth is not enough to drive customer engagement.

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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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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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#autobond: Sure Product is Important But What Else?

Chris Travell

Content Writer

I’m a big fan of Formula One—it amazes me that hundreds of sensors are gathering information on the cars' performance in real time, sending it back to Milton Keynes, Maranello, Brackley or wherever, making it possible for crews to make changes on the fly to gain that 2/10s of a second per lap. It's incredible when you think about it.

In the same way, there are numerous sensors in the marketplace that provide input into a brand’s make-up and health. In our context, the understanding and interpretation of information from these sensors allows marketers to build strong, relevant and differentiated brands. 

I had a chance to sit down with Kyle Davies, Director of Marketing Research at Bond, to talk about the recent release of the Automotive Brand Telemetry Report

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