Join The Tweet Jam On Customer Loyalty

 

Guest post by Emily Murphy (@ekmurphy) on behalf of Forrester’s research team serving Customer Intelligence Professionals.

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?

As always, we’ll be joined by @SarahSGlass, who runs our tweet jams, and you can read Suresh Susarla’s post on #IMChat best practices. So please join the #IMChat team and me on Tuesday, June 14th, at 2 p.m. Eastern time at TweetChat or by following the #IMChat hashtag on your twitter app of choice.