Loyalty Programs: The Complete Guide (2nd Edition) is the most comprehensive book on loyalty program theory and practice available. It combines a wide range of academic research, loyalty psychology, and industry expertise to deliver a comprehensive and global view of all aspects of loyalty programs. Praise for Loyalty Programs: The Complete Guide "Loyalty Programs: The Complete Guide is an extremely valuable resource for loyalty and marketing professionals. In fact, I found it so helpful that Eagle Eye now buys a copy for every new member of our sales team to give them a comprehensive understanding of the global loyalty landscape. I particularly enjoy the case studies which really bring the concepts to life. Highly recommended." Tim Mason, CEO of Eagle Eye and former Tesco CMO and founder of Clubcard Supported by over 170 case studies, this 2nd Edition covers loyalty program theory (Part 1) and loyalty program execution (Part 2). It features: The history of loyalty programs Do loyalty programs work? An academic research review The eight essential principles of a best-practice loyalty program Loyalty psychology, biases, and heuristics Loyalty program design frameworks and rewards Games and gamification Business-to-business (B2B) loyalty program approaches Loyalty technology, emerging capabilities and Web3 loyalty Member data capture, analysis, and usage Loyalty marketing and member lifecycle management Commercial modelling, benefits and considerations Security and fraud risks and mitigations, and legal considerations Loyalty program operations The future of loyalty Author Philip Shelper is CEO and Founder at leading loyalty consultancy, Loyalty & Reward Co. He has extensive experience within the loyalty industry as a designer, speaker, educator and researcher. In addition to designing loyalty programs for over 100 brands globally, he previously held loyalty roles at Qantas Frequent Flyer and Vodafone. Phil is a member of several hundred loyalty programs, and an obsessive researcher of loyalty psychology and loyalty history, all of which he uses to understand the essential dynamics of what makes a successful loyalty program. Loyalty Programs: The Complete Guide was co-created by Loyalty & Reward Co's senior management team including Stacey Lyons, Scott Harrison, Ryan De Boer and Max Savransky. The Loyalty & Reward Co team specialise in loyalty program design, implementation and operation for major brands globally. Loyalty Programs: The Complete Guide also includes contributions from widely recognised loyalty industry experts Lincoln Hunter (principal and founder of Loyalty Legal) and Michael Smith (co-founder of the Loyalty Security Association).

In this insightful new text, Cristina Ziliani and Marco Ieva trace the evolution of thinking and practice in loyalty management. From trading stamps to Amazon Prime and Alibaba 88 Membership, they present a fresh take on the tools, strategies and skills that underpin its key significance in marketing today. Loyalty management is increasingly identified with the design and management of a quality customer experience on the journey across the many touchpoints that connect the customer with the brand. Evaluating the research on best practice and offering concrete examples from industry, the authors argue that existing schemes and systems are not just things of the past but should be the optimal starting point for companies needing to foster customer loyalty in an omnichannel world. Drawing on 20 years of experience in research, consulting and teaching, the authors have compiled a unique research-based practice-oriented text. It will guide marketers, business leaders and students through the changes in marketing thought and practice on loyalty management as well as offering practical guidance on the skills and capabilities that companies need if they want to be successful at delivering essential loyalty-driving customer experiences.

Often termed as the ''new gold,'' the vast amount of social media data can be employed to identify which customer behavior and actions create more value. Nevertheless, many brands find it extremely hard to define what the value of social media is and how to capture and create value with social media data.In Creating Value with Social Media Analytics, we draw on developments in social media analytics theories and tools to develop a comprehensive social media value creation framework that allows readers to define, align, capture, and sustain value through social media data. The book offers concepts, strategies, tools, tutorials, and case studies that brands need to align, extract, and analyze a variety of social media data, including text, actions, networks, multimedia, apps, hyperlinks, search engines, and location data. By the end of this book, the readers will have mastered the theories, concepts, strategies, techniques, and tools necessary to extract business value from big social media that help increase brand loyalty, generate leads, drive traffic, and ultimately make sound business decisions. Here is how the book is organized. Chapter 1: Creating Value with Social Media Analytics Chapter 2: Understanding Social Media Chapter 3: Understanding Social Media Analytics Chapter 4: Analytics-Business Alignment Chapter 5: Capturing Value with Network Analytics Chapter 6: Capturing Value with Text Analytics Chapter 7: Capturing Value with Actions Analytics Chapter 8: Capturing Value with Search Engine Analytics Chapter 9: Capturing Value with Location Analytics Chapter 10: Capturing Value with Hyperlinks Analytics Chapter 11: Capturing Value with Mobile Analytics Chapter 12: Capturing Value with Multimedia Analytics Chapter 13: Social Media Analytics CapabilitiesChapter 14: Social Media Security, Privacy, & Ethics The book has a companion site (https://analytics-book.com/), which offers useful instructor resources. Praises for the book "Gohar F. Khan has a flair for simplifying the complexity of social media analytics. Creating Value with Social Media Analytics is a beautifully delineated roadmap to creating and capturing business value through social media. It provides the theories, tools, and creates a roadmap to leveraging social media data for business intelligence purposes. Real world analytics cases and tutorials combined with a comprehensive companion site make this an excellent textbook for both graduate and undergraduate students."-Robin Saunders, Director of the Communications and Information Management Graduate Programs, Bay Path University. "Creating Value with Social Media Analytics offers a comprehensive framework to define, align, capture, and sustain business value through social media data. The book is theoretically grounded and practical, making it an excellent resource for social media analytics courses."-Haya Ajjan, Director & Associate Prof., Elon Center for Organizational Analytics, Elon University. "Gohar Khan is a pioneer in the emerging domain of social media analytics. This latest text is a must-read for business leaders, managers, and academicians, as it provides a clear and concise understanding of business value creation with social media data from a social lens."-Laeeq Khan, Director, Social Media Analytics Research Team, Ohio University. "Whether you are coming from a business, research, science or art background, Creating Value with Social Media Analytics is a brilliant induction resource for those entering the social media analytics industry. The insightful case studies and carefully crafted tutorials are the perfect supplements to help digest the key concepts introduced in each chapter."-Jared Wong, Social Media Data Analyst, Digivizer "It is one of the most comprehensive books on analytics that I have come across recently."-Bobby Swar, Prof. Concordia Uni.

The In-Your-Face, Results-Focused, No-"Kumbaya" Guide to Social Media for Business! Detailed techniques for increasing sales, profits, market share, and efficiency. Specific solutions for brand-building, customer service, R & D, and reputation management. Facts, statistics, real-world case studies, and rock-solid metrics

WINNER: American Book Fest Best Book Awards 2020 - Marketing and Advertising category WINNER: NYC Big Book Award 2020 - Business: Small Business and Entrepreneurship category WINNER: BookAuthority Best New Book to Read in 2020 - Social Media Marketing category FINALIST: Business Book Awards 2020 - International Business Book category Social networks are the new norm and traditional marketing is failing in today's digital, always-on culture. Businesses across the world are having to face up to how they remain relevant in the choppy waters of the digital ocean. In an era where a YouTube star gets more daily impressions than Nike, Coca-Cola and Walmart combined, traditional marketing as we know it is dead. The End of Marketing revolutionizes the way brands, agencies and marketers should approach marketing. From how Donald Trump won the American presidency using social media and why Kim Kardashian is one of the world's biggest online brands, through to the impact of bots and automation, this book will teach you about new features and emerging platforms that will engage customers and employees. Discover bold content ideas, hear from some of the world's largest brands and content creators and find out how to build smarter paid-strategies, guaranteed to help you dominate your markets. The End of Marketing explains that no matter how easy it is to reach potential customers, the key relationship between brand and consumer still needs the human touch. Learn how to put 'social' back into social media and claim brand relevancy in a world where algorithms dominate, organic reach is dwindling and consumers don't want to be sold to, they want to be engaged.

Want to monetize your TikTok content and grow your audience? Mastering the TikTok Creator Program is the ultimate beginner’s guide to help you navigate and succeed in TikTok’s exclusive Creator Program. This comprehensive ebook covers everything from the eligibility requirements and application process to best practices for increasing engagement and earning potential. Whether you’re just starting out or looking to take your content to the next level, this guide offers clear, actionable steps to help you join the program, build your following, and turn your creativity into income. With expert tips, insights, and real-life examples, this ebook will empower you to unlock the full potential of TikTok and thrive in the Creator Program!

How to implement social technology in business, spur collaborative innovation and drive winning programs to improve products, services, and long-term profits and growth. The road to social media marketing is now well paved: A July 2009 Anderson Analytics study found 60% of the Internet population uses social networks and social media sites such as Facebook, MySpace, and Twitter. Collaboration and innovation, driven by social technology, are “what’s next.” Written by the author of the bestselling Social Media Marketing: An Hour a Day in collaboration with Jake McKee, Social Media Marketing: The Next Generation of Business Engagement takes marketers, product managers, small business owners, senior executives and organizational leaders on to the next step in social technology and its application in business. In particular, this book explains how to successfully implement a variety tools, how to ensure higher levels of customer engagement, and how to build on the lessons learned and information gleaned from first-generation social media marketing efforts and to carry this across your organization. This book: Details how to develop, implement, monitor and measure successful social media activities, and how to successfully act on feedback from the social web Discusses conversation-monitoring tools and platforms to accelerate the business innovation cycle along with the metrics required to prove the success of social technology adoption Connects the social dots more deeply across the entire organization, moving beyond marketing and into product development, customer service and customer-driven innovation, and the benefits of encouraging employee collaboration. Social media has become a central component of marketing: Collaborative, social technology is now moving across the organization, into business functions ranging from HR and legal to product management and the supply chain. Social Media Marketing: The Next Generation of Business Engagement is the perfect book for marketers, business unit managers and owners, HR professionals and anyone else looking to better understand how to use social technologies and platforms to build loyalty in customers, employees, partners and suppliers to drive long term growth and profits.

Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

The bestselling author of The Loyalty Leap applies the principles of customer intimacy to a business-to-business context. Since the publication of New York Times bestseller The Loyalty Leap, Bryan Pearson’s customer loyalty approach to marketing has changed the way many organizations use their customer data. Small coffee shops and large corporations have applied the Loyalty Leap principles to effectively deliver mutual value to customers. But many readers have asked the same question: “How can I apply these lessons in a business-to-business context?” While the principles outlined in The Loyalty Leap hold true whether the customer is an individual or a business, the application of the Loyalty Leap steps can vary. While an individual might respond favorably to one sales pitch, a large corporation with a complicated sales chain might respond very differently. Drawing on his own experience and extensive research, Pearson helps B2B marketers avoid the pitfalls of loyalty marketing to businesses. He helps marketers segment their market into small business, large enterprise, and channel marketers, and explains how a customer loyalty plan can be adapted for each segment. Sharing case studies of successful B2B loyalty initiatives from leaders such as American Express, PHX, Teradata and Salesforce.com, he shows that B2B organizations can successfully take The Loyalty Leap. The Loyalty Leap for B2B is a practical guide that will help you cultivate loyalty among your business customers.