Loyalty 360 and SAS Present: Building Loyalty with Digitally-savvy, Empowered Customers

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SAS to present a webinar that focuses on how companies must use forward-looking approaches with real-time, predictive analytics to tailor timely customer interactions that will deepen brand relationships and loyalty

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To build effective long-term relationships, brands need to listen to their customers and respond in a meaningful way.

Loyalty marketing is changing in light of today’s digitally unfettered and empowered customers. According to Colloquy’s 2013 research on loyalty, U.S. loyalty program memberships grew a whopping 26.7% in the past two years to 2.65 billion memberships in 2012. Yet, the percentage of active participants slipped from 2010 to 2012, sliding from 46% to 44%.

These mixed signals point to underlying factors—ranging from increased competition, concerns with data privacy, undifferentiated offerings—and are transforming how companies (B2C and B2B) view customer loyalty. Loyalty must be ingrained into both a company’s operating model and the customer experience.

With such forward-looking approaches, Gilt—a flash sale site that starts new sales of great brands each day over a limited time with limited inventory—can still generate a loyal fan base. With Gilt Insider, Gilt provides tailored benefits that are very valuable to its highly demanding shopper customer base.

On Nov. 21 at 1 p.m. EST, Loyalty 360 will host a webinar titled, “Building Loyalty with Digitally-savvy, Empowered Customers,” which will be presented by SAS.

This webinar will discuss the following points:

  • Strategic perspectives to the new loyalty paradigm and some of the underlying implications
  • Techniques to gain deep customer understanding through data mining, implicit data collection, third-part data appends, surveys, focus groups
  • Analytic approaches to target, acquire, and engage with high value customers by persona segmentation, affinity scores, and lifetime value analysis
  • Guidance for B2B loyalty

The webinar will also answer the following questions:

How do brands develop a sense of implicit loyalty among their new customers?

How do brands prove to customers that they “get them” and build experiences that are relevant, personal, and anticipated?

“To build effective long-term relationships, brands need to listen to their customers and respond in a meaningful way,” shared Erin Raese, President of Loyalty 360 – The Loyalty Marketer’s Association. “Brands today need to meet the expectations of their customers. Gilt will share how it has leveraged data analytics to build strong customer relationships by delivering relevant content.”

The featured webinar speakers will be Tamara Gruzbarg, Senior Director, Analytics and Research, Gilt; and Wilson Raj, Global Director, Customer Intelligence, SAS.

Marketers are invited to join Loyalty 360 and SAS on Nov. 21 at 1 p.m. EST to learn how companies can use predictive analytics to jumpstart their loyalty programs and deepen customer relationships. For more information, please visit: http://loyalty360.org/conferences/event/building-loyalty-with-digitally-savvy-empowered-customers.

About Loyalty 360
Loyalty 360 is an unbiased, market driven, voice of the customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty 360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. For more information, visit loyalty360.org.

About SAS
SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions delivered within an integrated framework, SAS helps customers at more than 50,000 sites improve performance and deliver value by making better decisions faster. Since 1976 SAS has been giving customers around the world THE POWER TO KNOW®.

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Erin Raese
Loyalty 360
+1 (513) 800-0360 Ext: 130
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