Posted by Suresh Vittal on June 10, 2011
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:
- What are your favorite loyalty programs? Why?
- What makes a loyalty program unsuccessful?
- What is the impact of social media on loyalty?
- What role do you see gamification playing in loyalty?
- 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.