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Mark Johnson Articles

Guest post by: Mark Johnson

Nordstrom’s Loyalty Program Creates…. Loyalty - Click To Read Article
Nordstrom’s loyalty program has been one of the primary reasons customers are LOYAL to the brand.

Got the Data. Now Where’s the Information? - Click To Read Article
Companies are swimming, if not drowning, in wave after wave of customer mentions. But what do you do with it?

ENGAGEMENT IS THE JOURNEY…. LOYALTY IS THE DESTINATION - Click To Read Article
Customer Engagement. It’s a phrase echoed by brands in their quest to attract and retain customers. Yet, in talking with marketers across myriad industries, we realized that it’s a concept that is often very misunderstood.

Customer retention, engagement remain top challenges for 2012 - Click To Read Article
Marketers are at a very critical juncture. Customer loyalty, versus acquisition, is critical for driving sustainable growth. Yet, businesses report that retaining and engaging customers remains one of their greatest challenges.

Gamification is More Than Just Fun and Games - Click To Read Article
Gaming is all about modifying people’s behavior by tapping into the psychological trigger(s) that prompt us to take action and keep us interested and engaged.

Engagement, Customer Experience Drive Loyalty - Click To Read Article
Which stores do a great job of creating loyalty? How do engagement and experience play into that? These are questions I found myself asking as I went on a hastily planned shopping experience to the “local” upscale mall.

How the Rapid Rise of Social Media, Social CRM Impacts Customer Loyalty - Click To Read Article
New technologies are not replacements for loyalty or CRM, but rather as complimentary technologies that can increase the efficacy of existing infrastructures.

Turning Loyalty Right-Side Up Again - Click To Read Article
As brands plan their continued (and often increased) investment in loyalty programs, they need to stop, take a step back, and ask themselves a few key critical questions: What is customer loyalty? What is the end-goal? How is it achieved? How is it measured?

Marketers can learn a lot from the Green Bay Packers: America’s Team - Click To Read Article
"America's Team" teaches alot about engaging customers

Banks are sharing buying habits with retailers to get their customers to spend more money - Click To Read Article
Tracking purchases allows banks and issuers to deliver more tailored transactional marketing offers

What Makes Neiman Marcus' InCircle Work? - Click To Read Article
An Inside look at Neiman Marcus' InCircle customer loyalty program ---- what many call the gem of the industry.

Want Loyal Customers? Make it Easy for Them to Get their Problems Solved - Click To Read Article
While it is often believed that to increase loyalty companies need to WOW customers by exceeding expectations, what customers really want (and rarely get) is just a satisfactory solution to their service issue.

DMA Retail Marketing Conference 2010 - Click To Read Article
DMA Retail Marketing Conference 2010 highlights how marketing industry is in transition.

Aberdeen Retail Leadership Summit - Click To Read Article
Aberdeen Retail Leadership Summit filled with provocative discussions, interactive sessions, and multi-industry thought-leadershp.

2010 DMA Digital Marketing Days - Click To Read Article
DMA Digital Marketing Days focuses on the turbulent, dynamic and exciting times for the world of direct marketing.

Cash is NOT King When it Comes to Employee Engagement - Click To Read Article
While money is important, cash is not king when it comes to engaging employees. Career development, work-life balance ---- these types of motivators will pay rewards far greater than cash.

What’s the bottom line impact of your employee volunteerism? - Click To Read Article
HandsOn Network's ROI and Impact Measurement Study to provide a well-needed look at the link between employee volunteerism and the bottom line.

By going unplugged for 24 hours, college students teach marketers valuable lessons - Click To Read Article
Students admit to being addicted to social media. They also made it clear that socializing and the flow of information were inextricably intertwined.

If you don’t take care of your employees… they won’t take care of your customers - Click To Read Article
Delivering the brand from the inside out ---- ensuring that every employee is engaged and motivated to consistently deliver on your brand’s promise ---- is crucial to driving customer loyalty.

IN THE CONTEXT OF CUSTOMER LOYALTY, NEW NIKE-TIGER WOODS COMMERCIAL IS ON POINT - Click To Read Article
While some may think that the new Nike/Tiger Woods commercial is a bit strange, in the context of customer loyalty, engagement and true “Voice of the Customer” it is actually spot on.

Brand loyalty drives higher ROI and stock price - Click To Read Article
Given the direct impact of brand loyalty on ROI and stock price, where does that leave Toyota?

Share of Mind Leads to Share of Wallet - Click To Read Article
The link between customer loyalty and stock price performance is the ability to create incremental purchase behavior --- how share of mind leads to share of wallet. The more loyal a customer is in any industry, the less likely they are to purchase from a competitive brand. That is why even brands with high engagement scores and loyalty metrics are constantly looking to improve on them.

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About the Author: Mark Johnson
RSS for Mark's articles - Visit Mark's website

Mark Johnson is President and CEO of Loyalty 360 - The Loyalty Marketer’s Association (www.loyalty360.org). Loyalty 360 is the only organization that addresses the full spectrum of both customer and employee loyalty issues. An unbiased, market driven clearinghouse and think-tank for loyalty and engagement opportunities, insights, and responses, Loyalty 360 is the source business leaders trust for industry metrics, market driven research, actionable case studies, and networking opportunities. Prior to founding Loyalty 360, Johnson designed and administered loyalty, CRM and data-driven marketing communications for industry leaders such as Fifth Third Bank, Stored Value Systems and Size Technologies. A sought-after speaker and writer, Johnson is frequently called upon by media worldwide to share his expert insights into customer and employee loyalty issues.

Johnson can be reached at markjohnson@loyalty360.org



Click here to visit Mark's website Dashed Line

More from Mark Johnson
Nordstroms Loyalty Program Creates Loyalty
ENGAGEMENT IS THE JOURNEY LOYALTY IS THE DESTINATION
Gamification is More Than Just Fun and Games
If you dont take care of your employees they wont take care of your customers
IN THE CONTEXT OF CUSTOMER LOYALTY NEW NIKETIGER WOODS COMMERCIAL IS ON POINT


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