Join The Tweet Jam On Customer Loyalty

Guest post by Emily Murphy (@ekmurphy):

A few weeks ago, Zach Hofer-Shall led a tweet jam on social influence. It garnered such a good response that we decided to take another Customer Intelligence approach to the #IMChat. But this week -- at 2 p.m. Eastern time on Tuesday, June 14th -- we’re going to talk about a different hot topic: customer loyalty.

Personally, I would consider myself something of a loyalty program junkie. I sign up for lots of programs and willingly share loads of information about my preferences and interests. But in my experience, most loyalty programs don’t do much with that information. I get discounts and accrue rewards, but the offers are rarely customized to my interests or past transactions.

In this tweet jam, I want to get a sense of your experience with loyalty programs. More specifically, we’ll address the following questions:

  1. What are your favorite loyalty programs? Why?
  2. What makes a loyalty program unsuccessful?
  3. What is the impact of social media on loyalty?
  4. What role do you see gamification playing in loyalty?
  5. How do you measure loyalty?
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