Going the Distance: Four Ways to Build a Better Customer Loyalty Program for Your Brand

It’s easy enough for a customer to join your loyalty program, especially when you’re offering an incentive such as discounts. All your customer has to do is give out some basic information, and voila! They’re in the fold, a brand new loyalty member with your company. From there, it’s happily ever after. You offer the perks; they stand solidly by you, bringing you their continued business. Simple. Or is it? In reality, just how many of those customers are act ively participating in your loyalty program? Do you know? Sure, loyalty program memberships are on the rise according to market research company eMarketer, having jumped 25 percent in the space of just two years. However, that figure may be a bit misleading. The truth is that, while loyalty program sign-ups may be more numerous, active participation in such programs is actually in decline. At the time of the study, the average US household had memberships in 29 loyalty programs; yet consumers were only active in 12 of those. That’s just 41 percent. And even that meager figure represents a drop of 2 percentage points per year over each of the preceding four years, according to a study by loyalty-marketing research company COLLOQUY.

When discounts just aren’t enough

So what’s a brand to do? How can you make your loyalty program worth your customer’s while—as well as your own? After all, gaining a new loyalty member doesn’t mean much if your customer isn’t actively participating in your program. Consider this: Does your customer loyalty program offer members anything different from what your competitors are offering? Chances are your program includes discounts. That’s a given. And what customer doesn’t appreciate a good discount? But when every other company out there is providing this staple benefit in comparable amounts, it becomes less and less likely that customers will remain loyal to any one particular brand. Frankly, it’s all too easy for customers to get lost in a sea of loyalty member discounts. They’re everywhere. In fact, just under half of internet users perceive that all rewards programs are alike, according to a 2015 eMarketer survey. The key to success, then, is to differentiate your business from the crowd. If you can offer your customers something unique and valuable beyond the usual discount, chances are they’ll be more likely to stick with your brand. Here’s some inspiration from companies who get it.

Virgin: Reward more purchases with more benefits.

That’s not to say you need to get rid of discounts entirely. In fact, nothing could be further from the truth. Customers still love a good discount. The goal is to be creative in terms of the loyalty perks you offer. Take the Virgin Atlantic Flying Club, for example. As part of its loyalty program, the airline allows members to earn miles and tier points. Members are inducted at the Club Red tier, from which they can move up to Club Silver and then Club Gold. Here, it’s not just a discount. It’s status. And people respond to feeling important, elite. Still, even where the rewards themselves are concerned, Virgin is motivating loyalty customers with some pretty attractive offers. At the Club Red tier, members earn flight miles and receive discounts on rental cars, airport parking, hotels and holiday flights. But as members rise in tiers, they get even more. At the Club Silver tier, members earn 50 percent more points on flights, access to expedited check-in, and priority standby seating. And once they reach the top, Club Gold members receive double miles, priority boarding and access to exclusive clubhouses where they can get a drink or a massage before their flight. Now that’s some serious incentive to keep coming back for more. Discounts are still part of the equation – but they are designed with innovation and personal value in mind, elevating them to more than just savings.

Amazon Prime: Pay upfront and become a VIP.

What if your customers only had to pay a one-time upfront fee to get a year’s worth of substantial benefits? It may not sound like the smartest business idea at first glance. But take a closer look. Amazon Prime users pay a nominal $99 a year to gain free, two-day shipping on millions of products with no minimum purchase. And that’s just one benefit of going Prime. It’s true that Amazon loses $1-2 billion a year on Prime. This comes as no surprise given the incredible value the program offers. But get this: Amazon makes up for its losses in markedly higher transaction frequency. Specifically, Prime members spend an average of $1,500 a year on Amazon.com, compared with $625 spent by non-Prime users, a ccording to a 2015 report from Consumer Intelligence Research Partners.

Patagonia: Cater to customer values.

Sometimes, the draw for consumers isn’t saving money or getting a great deal. The eco-friendly outdoor clothing company Patagonia figured this out back in 2011, when it partnered with eBay to launch its Common Threads Initiative: a program that allows customers to resell their used Patagonia clothing via the company’s website. Why is this program important to customers? And how does it benefit Patagonia? The company’s brand embraces environmental and social responsibility, so it was only fitting that they create a platform for essentially recycling old clothing rather than merely throwing it away. The Common Threads Initiative helps Patagonia build a memorable brand and fierce loyalty by offering its customers a cause that aligns with deep personal values. OK, so their customers get to make a little money, too. Everybody wins.

American Airlines: Gamify your loyalty program.

If you’re going to offer your customers a loyalty program, why not make it f un? After all, engagement is key to building a strong relationship with your customer. And what better way to achieve that goal than making a game of it. American Airlines had this very thing in mind when it created its AAdvantage Passport Challenge following its merger with USAirways. The goal: find a new way to engage customers as big changes were underway. Using a custom Facebook application, American Airlines created a virtual passport to increase brand awareness while offering members a chance to earn bonus points. Customers earned these rewards through a variety of game-like activities, from answering trivia questions to tracking travel through a personalized dashboard. In the end, participants earned more than 70 percent more stamps than expected – and the airline saw a ROI of more than 500 percent. The takeaway: people like games.

Stand out from the crowd.

Your approach to your customer loyalty program should align with your overall marketing approach. Effective branding is about standing out, not blending it. Being memorable is key. To this end, keep in mind that loyalty programs are no longer a novelty. That means that yesterday’s strategies won’t work moving forward, so look for ways to rise above the noise, setting yourself apart from the cloying drone of countless other cookie-cutter programs.

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8 Keys to a Lead-Catching LinkedIn Company Page

Given the mind-boggling speed of all things social media, it's easy to lose perspective on the passage of time. So try not to choke on your chai latte when you read these words: LinkedIn is now officially a decade old.

Yep. It launched in May of 2003 – when Mark Zuckerberg was still an unknown Harvard freshman. Facebook's predecessor MySpace, now having its midlife crisis and hanging out with rock stars, hadn't even been born. And Twitter was three or four years from hatching.

While logic would suggest that businesses would be the earliest adopters of any platform that’s founded on the concept of virtual networking, LinkedIn has been sluggish in giving brands a seat at the community table.

In the latter half of the 2000s, Facebook and Twitter quickly adapted for business users as marketers chased customers into those exploding communities. LinkedIn, however, didn't even allow companies the ability to post status updates until late 2011.

But in the last year and a half, LinkedIn's evolution has picked up the pace, and newly redesigned Company Pages were rolled out in September 2012, giving brands the ability to market products, recruit new talent and engage more directly with the greater community than ever before.

So if you've passed on LinkedIn to focus on Facebook, Twitter and Pinterest, now is the time to grow your presence on the network built for business. Here's what you need to know to build a killer LinkedIn Company Page that will capture new eyes and convert new leads:

1. Getting started

If you have employees on LinkedIn, you likely have a Company Page already. LinkedIn creates them automatically via data from a third-party service – probably Dun & Bradstreet, though it's difficult to tell. But be warned. If you have one of these robo-profiles, it's little more than a short description, some contact details and a link to your website, so you'd better take control.

The first step is to establish an admin (or several) with editing privileges. These individuals need to meet LinkedIn's basic requirements, which in summary are:

• They must be a current employee.
• They need a company email listed on their LinkedIn profile.
• The company's email domain must be unique (e.g., jdoe@example.com), Sorry, Gmail won't work.
• They must have filled out their personal profile to a reasonable extent.
• They must have some connections.

If for some reason, you don't have a Company Page, the setup process is pretty straightforward after meeting the above admin requirements. Here's how according to LinkedIn.

Click Companies near the top of your home page.

Click the Add a Company link in the upper right area of the page.

Enter your company's official name and your work email address.

Click Continue and enter your company information.

If the work email address you provide is an unconfirmed email address on your LinkedIn account, a message will be sent to that address. Follow the instructions in the message to confirm your email address and then use the instructions above to add the Company Page.

A red error message may appear if you have problems adding a Company Page.

A preview of your completed Company Page is not available. When you publish the page, it is live on our website.

2. Look like you mean business

Once you've moved in, it's time to hang your open-for-business shingle on the door.

First, upload a company logo. For now, logo size is severely limited and the display quality is poor. It seems that LinkedIn is downsampling logos – removing pixels, and therefore sharpness – to save file space and speed page loads. So focus on keeping logos simple and legible at small scale. For example, compare the readability of the first two automotive logos below with the latter two.

Next to your logo, the banner image on your home page is your primary way to distinguish your brand visually. It's an at-a-glance way to say something about your company, and that expression can take any form you like.

Apple's banner conveys in both layout and message the brand's commitment to minimalist, functional design.

Nike, with its global corporate footprint, had a lot of ground to cover to represent its extensive brand portfolio in such a small space.

MAQS Law Firm is described as "a modern law firm combining professionalism and tradition with creativity and efficiency." Their logo/banner combination definitely says "creativity and efficiency" with a look that's more design firm that law firm.

3. Give 'em something to talk about

Like Facebook, Twitter and most other social sites, the front-and-center feature of your Company Page is an update feed.

It's worth noting, however, that its functionality is little more than broadcast medium, like the news page of your website. As a company, you won't be able to reply to comments or "like" another LinkedIn user's updates. That kind of give-and-take engagement is reserved for real people, like your employees.

So with this limitation in mind, focus your updates on topics that seed conversations and get shared across the LinkedIn community. Post news about your organization or links, with commentary, to interesting content around the Web.

Utilize colleagues to engage further with followers and commenters. Employees are also a great way to syndicate your updates as they share content with personal networks.

Unfortunately, creating engagement this way is like attending a networking event with your hands tied behind your back – it's kinda tricky and what you say had better be really good.

4. Promote your products and services

Nowhere do Company Pages offer more flexibility or marketing power as in the Products & Services tab.

A dozen parameters are available for describing and promoting each product or service in your portfolio. There are basics like description, title and links as well as the ability to identify key contacts, a sidebar area for special promotions and one for YouTube video embeds.

In addition, a header image slider drives visitor traffic to specific services listed below or to external-pointing links, back to your website for example. (This is a great way to build inbound links for you SEO-ers out there.)

To get started, provide a short description of each product or service along with a thumbnail image and link to your website. Believe it or not, this will put you ahead of many of the organizations using LinkedIn Company Pages today.

Once you've got the basics in place, slider images, videos and promotions can turn your Products & Services page into a compelling sales lead tool.

5. Audience segmentation

LinkedIn has built into the Products & Services tab powerful audience segmentation filters that allow you tailor your Products tab to different types of visitors. These filtering options are mapped to data from member profiles, such as company size, job function, industry, seniority level and geography.

6. Promote your groups

If your organization manages one or more LinkedIn groups, be sure to promote them on your Company Page.

If not, groups are a great way to build out your corporate LinkedIn presence and drive engagement with customers or those in your industry. When creating a group, try to focus on a topic or industry niche that lets you position your brand as an authority or that serves users in a way that’s unique to your brand.

For example, a private user group exclusive to your customers would let you gather insights for product development, provide another customer service channel and directly address criticism within a relatively closed environment and in front of your other customers.

Whatever group you run or may eventually run, be sure to let people know about it on your Company Page.

7. Analytics

Built into Company Pages are some pretty handy analytics tools, which LinkedIn refers to as "Insights."

Accessed via the blue "Tools" button in the header of your Company Page, Insights provide a straightforward view into how users are engaging with your brand, including:

• Page views broken down by Company Page tabs
• Update engagement by impressions, clicks, likes and shares
• Visitor demographics by seniority level, industry, job function, geographic region and company size
• Follower identification and demographics, broken down by seniority level, industry, job function, geographic region and company size

If you're familiar with professional analytics tools, LinkedIn's Insights will seem pretty light. But because they are built on user data behind LinkedIn's membership wall, Insights provide detail about your company's LinkedIn engagement that other analytics suites cannot. Ignore Insights at your own peril.

8. A word on Career Pages

If you see a Careers tab on an organization's Company Page, it's because that business is using LinkedIn's paid Talent Solutions services.

Talent Solutions offer powerful recruiting tools that, like audience segmentation, utilize LinkedIn's vast user data to drive more qualified candidates into HR departments. More than half of LinkedIn's revenues come from Talent Solutions, so it makes sense that the social giant would invest heavily in this tool.

If your organization is paying for Talent Solutions, make sure your careers tab keeps those recruiting leads excited about the possibility of working for you. The features are too extensive to cover here, but that's okay. For the price tag of Talent Solutions, you should have access to someone at LinkedIn who can help get you started.

For some Careers Page inspiration, look to companies that are widely known as great places to work. Here are a few to get you started:

Starbucks Careers Page

Zappos Careers Page

Google Careers Page

Inspiration to go

Now that you know what goes into a killer Company Page on LinkedIn, all that's left is to go build your own.

We've avoided specific step-by-step instructions in this article because they are subject to change as features are added or updated. But don't worry. LinkedIn provides guidance notes within the editing areas of Company Pages as well as an extensive help center with setup guides, FAQs, user forums and more.

Still, sometimes there's nothing like seeing it all in action, so I'll leave you with this 90-second snapshot of LinkedIn Company Pages. And don't forget to follow Fame Foundry on LinkedIn for additional digital marketing insights and news.

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Vine 101: 10 Ways to Engage Your Customers in 6 Seconds or Less

Less than a year ago, three guys in New York City were working to build the next big thing in social media – a mobile video-sharing app called Vine. Their origin story echoes that of a thousand other start-ups we'll likely never hear about. But fortunately for the Vine guys, their little sprout got a big dose of Miracle-Gro when Twitter bought the start-up before it launched the app. Backed by the juggernaut of Twitter's resources, influence and platform, Vine reached the top spot in the free apps section of Apple’s App Store within just a few months of launch. Beyond this fast take-off and the Twitter fire-power that fueled it, it's also worth mentioning that Twitter co-founder Jack Dorsey is believed to be the driving force behind the acquisition. Dorsey is also the co-founder of highly successful mobile payment service Square, so you might say he's kind of a big deal in the world of tech start-ups. So that’s the story of how in just a few short months this newcomer to the social media scene has taken root and made a name for itself as a viable contender among the more well-established platforms (Facebook, Twitter, Instagram, etc.). Daunted by the idea of incorporating yet another social media site – with its own set of rules and idiosyncrasies – into your marketing program? Don’t be. Here’s a quick run-down of the basics and some inspirational ideas to help you get started using Vine to connect with your socially-savvy customers:

Getting to know Vine

Integration with Twitter

Even if you have no need or desire to support another social media tool, it's worth embracing Vine as an extension of Twitter. The two apps' tight integration makes Vine a convenient way to tweet video and audio. Vine’s short 6-second-or-less clips complement Twitter's 140-character microblogging format, so the name of the game is just the same: whatever you share, make it quick and compelling.

Simplicity

After using Vine for a few minutes, it will become evident that its development team focused on simplifying the experience of making and sharing videos. Creating a Vine requires little more than pressing the record button in the upper corner (conveniently labeled with a camera icon), touching the screen to start recording and releasing it to stop. Tap the checkmark to keep the video, add a caption and location if desired, then post to Vine, Twitter or Facebook. That's it. Concept, creation and publication in less than 30 seconds.

Big creativity in a small package

Doing more with less can actually push your creativity to yield impressive results. Without the complicated tools of traditional video production – with its expensive cameras, lighting and post-production – Vine both forces and frees users to focus on creativity, distilling ideas down to their purest form to tell a soundbite story.

Looping

Vine videos loop automatically. In fact, this feature is so central to the user experience that it's mentioned in the app store's very short description: "See and share beautiful looping videos." With their six-second time limit, Vine videos are often jumpy and hard to process on a first viewing. Looping enables viewers to catch missed details the second or third time around. But many Viners are also using this loop feature in creative ways, making videos in which repetition is central to the concept, like the 1990s cult-hit Groundhog Day.

Vine-spiration

Now that we’ve covered the basic how-tos, here are 10 ideas for using Vine in your marketing mix. One quick note: to pause any of the Vines below, just click on them.

1. Introduce yourself.

Share a behind the scenes look into your company culture, show off your super-talented staff or give a sneak peek into a special project. A simple wave from everyone will do, or like restaurant VIA, you can make it fun by making faces, or tap into an internet meme like planking as a team.

2. Make a stop-motion movie.

No matter how advanced video technology and special effects have become, stop-motion animation, with its often jittery feel, has captivated generations of children and adults alike. With its simple touch-based recording, Vine is built for stop-motion experimentation. Many of the most popular Vines use this technique, as seen in this gem from Twitter designer Ian Padgham (@origiful).

3. Build brand buzz.

Create a Vine tease to get followers excited about an upcoming event or product launch. Unlike commercials or marketing pieces with their long, resource-intensive production requirements, Vine is an easy way to promote in real-time. Late Night With Jimmy Fallon didn't need six seconds to tease a guest appearance by pop-star Justin Bieber – just a wig and a wink.

4. Introduce something new.

Maybe you can't afford a multi-million-dollar Super Bowl commercial to introduce a new product or service to the world, but hey, you've got Vine, right? Okay, okay. We know it's not the same thing, but even Pepsi, with its enormous marketing budget, turned to Vine to show off the new shape of its bottles. And their effort definitely did not cost millions to make.

5. Poll your peeps.

Want to take the pulse of your followers? Create a Vine that visualizes what you want to measure, and then ask for input in the comments. Comcast wanted to gauge the impact of promoting its SportsNet Twitter account during a hockey game. They owned the copyright for the broadcast, so they just published the clip on Vine. From the looks of things, they probably just recorded it right off the TV screen. Low tech, yes, but it works.

6. Create a moment of zen.

In the frenetic world of social media, a little tranquility is always welcome. Simply giving people a moment of calm among the chaos of the day can earn your brand some positive vibes by association.

7. Try some trivia to drive engagement.

People of all ages and backgrounds love trivia, and many can't resist a good riddle. Verizon mashed together game play, pop music and a feel-good holiday to give followers fun Valentine's Day-themed riddles.

8. Game on!

Like trivia, games are a great way to keep people engaged with your brand. We'll admit this one is a real challenge, but Vine user Brandin6 found a fun way to recreate a popular game from the 80s that gives new meaning to the term "video game."

9. Lure creative people to your team.

Want to find people for your organization that are social media savvy and creative? Vine is a great way to share your company culture in ways that will attract like-minded individuals that will keep that culture going strong. Better yet, hold a contest and have candidates submit Vines about why they want to work for you. It's a much more entertaining way to weed out applicants than giving resumes a ten-second look.

10. Celebrate the holidays (even the silly ones).

Even the most obscure holidays are good opportunities to produce entertaining content, like this geeky Pi Day celebration by our friends at VaynerMedia. The common theme underlying all of these ideas and examples is this: look for any excuse to make a Vine and then be as creative as possible. The Vine community rewards creativity. In fact, it's the driving force that fuels engagement with this new tool on the social media block...Hey, there's another idea: a New Kids on the Block parody. Vine win!

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