FOSTER CITY, CA–(Marketwired – May 09, 2016) – Stellar Loyalty, the consumer relationship company, today announced its client Harlequin, one of the world’s leading publishers of books for women, will be a featured speaker with Stellar Loyalty at the 2016 Loyalty Expo. Presented by Loyalty 360, the Loyalty Marketer’s Association, the event will take place May 24-26 at the DoubleTree Universal Orlando hotel in Orlando, Fla. Stellar Loyalty is also a silver sponsor of the event.
Stellar Loyalty VP Client Relationships Jon Siegal, and Harlequin’s Director of Loyalty and Customer Insight, Lucy Scinocca, will present a case study entitled “Harlequin My Rewards Delivers Tangible Business Results with Receipt-Scanning and Personalized Recommendations,” on May 26th at 10:30 a.m.
As one of the world’s leading book publishers with more than 110 titles published per month in as many as 34 languages and 110 international markets on six continents, Harlequin was grappling with to how enhance 1:1 relationships with its customers without the benefit of direct interactions. The publisher launched Harlequin My Rewards to improve customer retention, spending and loyalty, as well as cultivate ambassadors to reach new readers.
“By taking a customer-centric approach, we ensured that the right elements were considered throughout our development process,” explained Lucy Scinocca, Harlequin’s Director of Loyalty and Customer Insight. “By placing her — our reader’s — needs first, we were able to change the question from ‘How do we get customers to be loyal?’ to ‘How are we loyal to our customers?’ And happy endings can be realized when we are loyal to her.”
Running on the Stellar Loyalty platform, Harlequin My Rewards solicits and captures direct consumer purchase data via receipt-scanning, builds 1:1 relationships with social and mobile engagement, and through personalized recommendations and targeted outreach, drives an increase in spending, brand loyalty and word of mouth marketing.
The success of Harlequin My Rewards is a valuable case study in how to develop a metrics-driven ROI loyalty program, and how to leverage leading-edge technology to gain valuable and actionable consumer insight, personalize recommendations, and incentivize and reward behaviors. Siegal and Scinocca will share key aspects of the program, lessons learned, and demonstrate the speed and flexibility of the Stellar Loyalty platform powering Harlequin My Rewards.