Over Half of all Customer Loyalty Programs Embrace Social Media and Mobile Communication Tools

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Recent research conducted by VIPdesk and Banyan Branch confirms the growing influence of social media and mobile communication on customer loyalty programs.

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The advent and growth of mobile communication and social media is significantly influencing the way consumers interact with the brands with which they do business

Over half of customer loyalty programs either have a social media or mobile communication-enabled component currently in place or in development, according to research recently conducted by VIPdesk and Banyan Branch.

Other key findings include:

  •     27% of customer loyalty program members prefer to utilize a mobile device to access program features
  •     32% of customer loyalty programs reward members with points or other currency for participating in social media and/or online discussions about their brand
  •     While only 17% of customer loyalty programs offer members a mobile application to use when redeeming rewards, another 30% have a mobile app currently in development: meaning that 47% of loyalty programs have a mobile app either in place now or will soon

This survey was conducted during a recent webinar presented by VIPdesk and Banyan Branch titled "Engaging and Retaining Customers through Social Media and Mobile-Enabled Loyalty Programs". This webinar, produced by Loyalty 360, reviewed how brands can strategically incorporate social media and mobile applications into their loyalty programs in a manner that resonates with their customers and gets results.

“These research findings are proof positive that the advent and growth of mobile communication and social media is significantly influencing the way consumers interact with the brands with which they do business,” said Mark Robeson, Senior Vice President, Sales & Marketing for VIPdesk.

“When properly motivated and encouraged, brands' most loyal customers can become their most active advocates. This path of integrating social media with loyalty programs and rewards will ultimately allow brands to grow their online conversation and provide deep and interesting content created by those who know them best,” says Dave Hanley, Founder & Principal with Banyan Branch.

For more information on the findings of this survey, contact VIPdesk Public Relations at 703-837-3507 or press@vipdesk.com. A recording of Engaging and Retaining Customers through Social Media and Mobile-Enabled Loyalty Programs can be accessed for playback at http://bit.ly/I4ugOb.

The VIPdesk Webinar Series is designed to educate clients, prospects, and members of the customer service community about issues addressing our industry. We collaborate with industry experts to share timely content related to customer care and loyalty with anyone interested in learning more about delivering memorable brand experiences. Sign up to learn more about the VIPdesk Webinar Series at http://bit.ly/JcSab0.

About Banyan Branch
Banyan Branch, based in Seattle, WA, is a full-service social media agency that provides end-to-end marketing services including strategy, creative, execution and analytics. With a holistic approach that integrates Strategy, Social Media Creative, Engagement and Research & Analytics, Banyan Branch delivers social media programs unmatched by smaller agencies, while providing more personalized service and quicker response than large-scale digital firms. Dozens of the world's leading brands, including Amazon, Clarisonic, FOX, Gilt Groupe, Microsoft, Porsche, Parallels and T-Mobile have partnered with Banyan Branch to implement a wide variety of social media campaigns. Any company ready to connect with its customers where they live and breathe, can contact Banyan Branch via http://www.BanyanBranch.com.

About VIPdesk
For over a decade, the world's most prominent companies have relied on VIPdesk to provide highly personalized concierge and customer loyalty solutions to engage and service their customers. VIPdesk’s full suite of service offerings, supported by a team of over 1,200 global professionals, includes concierge and customer loyalty solutions, experiential offerings and assistance services. To learn more about how VIPdesk provides impeccable service, visit http://www.vipdesk.com.

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Linda Dickerhoof Sperling
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