All of us at Stellar Loyalty were thrilled to join our client Harlequin, one of the world’s leading publishers of books for women, as part of the speaker lineup at the 2016 Loyalty Expo, which took place this past week in Orlando, Fla.
In its ninth year, Loyalty Expo is a best practice-focused customer loyalty and reward conference presented by Loyalty 360, the Loyalty Marketer’s Association.
Our own VP of Client Relationships, Jon Siegal, and Harlequin’s Director of Loyalty and Customer Insight Lucy Scinocca, presented a case study that looks at how Harlequin changed its approach from “How do we get customers to be loyal” to “How are we loyal to our customers” and the resulting impact.
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, the brand was grappling with how it could enhance 1:1 relationships with its readers 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.
Running on our Stellar Loyalty platform, Harlequin My Rewards captures direct consumer purchase data via receipt-scanning, builds 1:1 relationships with social and mobile engagement, and drives an increase in spending, brand loyalty and word of mouth marketing through personalized recommendations and targeted outreach.
The success of Harlequin My Rewards is a valuable example of how to develop a metrics-driven ROI loyalty program and leverage leading-edge technology to gain valuable and actionable consumer insight, personalize recommendations, and incentivize and reward behaviors.
If you missed us on May 26th at the DoubleTree Universal Orlando, give us a call to learn more and prepare to be wooed!