Customer Loyalty Today articles from September 2000

Customer Loyalty Today archives from September 2000

Royal Mail could face OFT as direct mail wars escalate.(Brief Article)
September 1, 2000... The Royal Mail has come under a barrage of criticism following its decision to become a major backer of the Postal Preference Service (PPS). The new service is seen by many within the direct mail industry as competing head on with the...

M&S looks to loyalty to halt demise.(Brief Article)
September 1, 2000... Troubled retailer Marks & Spencer is exploring the possibility of developing a loyalty programme off the back of its long running M&S Account Card. The chain denies that it is going down the points based route but has confirmed it is...

Global CRM applications market worth $12 billion.(Brief Article)
September 1, 2000... A new report from US research firm IDC has predicted that the worldwide CRM applications market will be worth more than $12 billion by 2004. The study indicates that the global business upheaval caused by the Internet is forcing companies...

United Airlines claws back loyalty.(Brief Article)
September 1, 2000... Troubled US airline, United Airways has increased the reward incentives on its Premier loyalty program in an attempt to win back customer confidence following a period replete with cancellations and delayed flights. Members of the Premier...

Consumers respond to Sky Digital's reward scheme.(Brief Article)
September 1, 2000... Sky Digital's rewards programme, launched in March, has clocked up over one million responses since going live. Ian Shepherd, customer marketing director at Sky, said: "It is critical to Sky's success in digital television that we maintain...

GUS joins C&W to offer `one stop shop' for e-CRM.(Brief Article)
September 1, 2000... Great Universal Stores has partnered with Cable & Wireless to position itself as a one stop shop for e-tailers. GUS's e-fulfilment subsidiary Reality has aligned with Cable & Wireless in a bid to offer companies a complete end to end...

John Charcol unifies its marketing.(Brief Article)
September 1, 2000... In an attempt to improve the effectiveness of its customer communications, mortgage broker, John Charcol has taken the strategic step of integrating its on-line and off-line marketing activity. It is the first time the company has tied the...

The Telegraph Group one step closer to lifestyle data.(Brief Article)
September 1, 2000... Media giant, the Telegraph Group, has launched a dedicated data capture centre as the latest stage of its planned expansion into the lifestyle data sector. The initiative, branded as Telegraph Dialogue, will offer commercial partners an...

News.(Brief Article)
September 1, 2000... * PERSONAL TOUCH LloydsTSB is investing 16m [pounds sterling] in its customer contact strategy with the aim of delivering a consistent level of personalised customer service across all delivery channels. The bank is aiming to move from its...

`One shot' to win fickle public, companies warned.(Brief Article)
September 1, 2000... Just under half of all UK customers switch supplier within 12 months according to new research by KPMG. The survey shows that 44 per cent of UK customers changed at least one of their suppliers over the past year while just under half made...

Procter & Gamble direct down under.(Brief Article)
September 1, 2000... The Australian arm of Procter & Gamble is boosting its Web marketing spend in a bid to strengthen links with its customers. The global giant is overhauling its marketing strategy to include Internet-based direct marketing alongside a big...

`Unattractive' Skoda builds database for 2001 push.(Brief Article)
September 1, 2000... Skoda, the much maligned car brand recently taken over by German manufacturer, Volkswagen, is looking to build upon its previously low key database activity with a series of below-the-line initiatives. The brand is enjoying something of a...

DunnHumby has need for speed.(Brief Article)
September 1, 2000... CRM specialist DunnHumby has announced it is to increase data storage capacity and boost its rapid response times as part of its aim to deliver a real time understanding of CRM. The move is DunnHumby's attempt to consolidate its current...

Leisure Vouchers adds new partners following rebrand.(Brief Article)(Statistical Data Included)
September 1, 2000... Leisure Vouchers, the lifestyle voucher specialist which relaunched its Website recently, has announced a new range of vouchers and incentives. Customers can now offer their clients vouchers redeemable against a range of leisure activities...

Relationships raised from the dead.(Brief Article)(Statistical Data Included)
September 1, 2000... Customer churn seriously impacts the bottom line and staff morale, successful and savvy companies need to learn to win back lost custom urges Michael Lowenstein. United Parcel Service suffered staggering customer defection as a consequence...

The larger the Net the bigger the gaps.(online businesses)(Brief Article)(Statistical Data Included)
September 1, 2000... The number of dotcoms is increasing faster than anyone could have anticipated, but with this growth bad habits have crept in, Robin Clark examines the phenomenon. In 1995, according to US-based ActivMedia Research, there were some 1200...

Scotish Widows marries the data.(merger with Lloyds TSB)(Brief Article)
September 1, 2000... Merging with Lloyds TSB raised Scottish Widows' profile within UK financial services, it approached Unitrac to manage increased data and maintain customer service. Scottish Widows has progressed from a life and pensions society to a major...

How to build trust out of ether.(Internet companies)(Brief Article)
September 1, 2000... Trying to develop a trusted and respected business is an acute problem for dotcoms. Alistair Bremner argues that with a little foresight the difficulties can be overcome. Driven by advances in information technology and telecommunications,...

Banking on the benefits of digital TV.(UK)(Statistical Data Included)
September 1, 2000... One fifth of the UK will receive digital TV by 2010, with this kind of take up financial services companies need to exploit the medium for key marketing and CRM gains. Some commentators believe that interactive digital TV (iDTV) will have...

Got to keep the customer satisfied.(Statistical Data Included)
September 1, 2000... In a CLT exclusive Nigel Hill and Jim Alexander focus on the ownership experience and customer value package, examining the complex link between satisfaction and profit. Does good customer service pay off? That is the question many people...

Talking about a loyalty evolution.(Brief Article)
September 1, 2000... Alex Mckie doubts companies' commitment to building loyalty, arguing the focus is still the bottom line. For truly satisfied customers, they have to begin to communicate. Everybody is talking about `relationships' and `loyalty' but what do...