- log in
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.
Search Forrester's Blogs
The dynamics that will shape the future in the age of the customer »
Planning for innovation and risk in the wake of Brexit »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »
- Brad Bortner (7)
- Brandon Purcell (7)
- Carlton Doty (20)
- Cinny Little (9)
- Emily Collins (20)
- Fatemeh Khatibloo (36)
- Gene Cao (19)
- James McCormick (9)
- Jennifer Belissent, Ph.D. (16)
- Joe Stanhope (35)
- Kristopher Arcand (2)
- Lori Wizdo (2)
- Marc Jacobson (1)
- Michael Barnes (9)
- Rob Brosnan (19)
- Rusty Warner (17)
- Srividya Sridharan (18)
- Tina Moffett (17)