Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Amex US to launch nationwide Loyalty Coalition

The programme will officially launch this spring and is expected to include more brands in additional categories. Plenti will be free to join, and consumers can earn points and discounts using any form of payment accepted by the participating brands, including cash, prepaid and any debit, charge or credit card.

Recent research suggests that nearly three-quarters (72%) of Americans say they would prefer a rewards programme that allows them to shop at many stores versus a single brand. Plenti is designed to address that need, giving consumers options to earn points and additional value through special offers and product discounts.

Benefits for Consumers Plenti offers multiple ways for consumers to earn points:

• Fuel
  Earn Plenti points when buying a tank of fuel at a participating Exxon- or Mobil-branded service station, and use the points for savings toward a pair of shoes at Macy's or macys.com.
• Mobile phone service
  Earn Plenti points when signing up for qualifying wireless services at AT&T, or for eligible charges on AT&T wireless bills.
• Insurances
  Earn Plenti points for eligible Nationwide auto or property insurance.
• Health & Beauty
  Earn Plenti points by taking advantage of special offers on a wide range of beauty, health and wellness and everyday items at Rite Aid.
• Special promotions & offers, offline and online
  Every 1,000 points will translate to at least $10 in savings, and Plenti members can earn points faster by activating special promotional offers across participating brands or through Plenti's online offer centre and online marketplace.

"This is a perfect time for a true coalition loyalty programme in the US, as online marketing becomes more efficient and American consumers become more accustomed to rewards programmes, special offers and discounts," explained Ed Gilligan, president for American Express. "With our experience with the Membership Rewards programme and acquisition of Loyalty Partner (operator of the Payback programme in Europe) in 2011, we are perfectly placed to operate a loyalty programme of this scale."

How it will operate
US Loyalty is a division of American Express that will serve as the operator of Plenti, and will issue the rewards and oversee the centralised marketing activities for the programme in collaboration with the founding companies. In addition, US Loyalty will be responsible for securely managing consumer data collected through Plenti.

In 2011, American Express acquired Loyalty Partner. The company operates three subsidiaries including Payback, a multi-partner loyalty programme designed to deliver value to consumers and generate additional revenue for participating companies. Today, Payback manages coalition loyalty programmes in Germany, Italy, Poland, India and Mexico and has more than 60 million active customers.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)