Improve Millennials’ Experience with a Targeted Loyalty Program

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Guest Poster: Kristen Gramigna

BlueKristen Gramigna is Chief Marketing Officer for BluePay, a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing.


Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Here’s a look at how to target Millennials effectively through loyalty programs.

Know what they really value.

A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs. However, they’re not attracted for the same reasons as the general population, which tends to value loyalty program discounts first and foremost. Instead, the degree to which the loyalty program includes components of social sharing and acknowledges the Millennial consumer in a way that gives them the opportunity to feel a part of a business matters more than money-saving offers.

Incorporate social sharing elements into Millennial loyalty programs with tactics like VIP sales that acknowledge the consumer’s participation in the event on social media, campaigns that invite customers to create their own images and content and share them on social channels like Instagram, YouTube and Pinterest, and social media contests that invite participation in product development and marketing concepts. Read More

A Quick Customer-Facing Communication Checklist

Customer Communication Checklist | Hand with pen and check boxes

At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost […]

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Faces of Customer Experience: Richard Shapiro

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Meet Richard Shapiro! Richard loves being involved in an industry that has a direct impact on improving customer service for us all. As President of The Center For Client Retention, he has a clientele of Fortune 500 companies and small businesses who rely on his firm’s research and consulting to improve the customer experience. As a […]

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Monthly Mash and Talk Isn’t Cheap

Monthly Mash Talk Isn't Cheap | White speech bubble with talk on it

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 34: August 2014 Thoughts on the Customer: Talk Isn’t Cheap We flew a bargain air carrier this past holiday weekend and got to experience first hand a customer journey where the customer […]

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Customer Service Doesn’t Have to Be Stuffy

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My name is Thor. That is how one customer service rep for Amazon opened his exchange with his customer in an online support chat. In the chat transcript that went viral recently, an Amazon customer service rep named Thor went deep into character with a customer who had joked around with him about his name. […]

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Faces of Customer Experience: Jess Greene-Pierson

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Meet Jess Greene-Pierson! Jess Greene-Pierson is a Senior Content Marketing Manager at Zendesk. Jess shares her passion for building better relationships with customers and improving the customer experience through the the Zendesk blog and “Captains of Customer Happiness” webinar series. She was recently recognized as one of the “Top 50 Contact Center Thought Leaders on Twitter” […]

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Hugh Laurie from House M.D. Does Customer Service Wrong

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We had originally intended to run a follow up today to last Monday’s piece Why Do People Take Pleasure in Customer Service Horror Stories? But a member of the CTS team discovered this video  over the weekend, and we decided it was too fun not to share. It is a promotional video for a customer […]

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