WE'RE OPEN FOR BUSINESS.

Welcome. Come on in, take a look around, and get comfortable with a new take on the world.
A world more loyal. A world more rewarding for customers. A world more resilient for brands
and extremely profitable for the underlying businesses those brands represent. 

After being in the loyalty business for more than 100 years, we can tell you a buck
on brand loyalty goes 6 to 7X† further than a dollar spent on acquisition. 

We're a Maritz company, and we're excited to help you make
the most of your investment in this new age of brand loyalty.

AND AGAIN, AND AGAIN,
AND SHARE IT WITH OTHERS.

We all know the role of marketing is to find and keep a customer. It's the perpetual 'keep' part
that excites us. And though the topic of brand loyalty can be as complex and unique as any human
being is, the philosophy of this business is quite simple. Brands want their customers to come
again—to remain loyal—and to tell others. Our specialty is customers. Need to see them more
frequently? Like them to try something new from you? Buy more? Find others like them?
We do that. In fact, that's all we do.

THE SECRET SAUCE

A dash of human, a pinch of experience, and a whole lotta digital—topped off with your brand!

The secret sauce of brand loyalty is more akin to a recipe than a formula. There's some empirical parts for sure, but there's an art to making it great. It's not just deploying e-commerce recovery-module email blasts, providing points, plastic cards, or play money—or even carpet-bombing coupon codes. With 60% of marketers actively seeking new ways to engage and retain their customers*, Brand Loyalty has never been more tasty.

Our recipe for brand loyalty is a combination of behavioral science and neuroscience… (literally watching the brain light up as people make decisions), overlapped by strategic design-thinking frameworks, iron-clad-financial-pro-formas (go on, ask another marketing agency for one of those), and a deep digital and tech platform expertise. We scoop 'loyalty' out of the realm of the subjective, fuzzy, and notional—and deliver it to the real, hard-working, retail-relevant realm of business results.

WHAT’S IN IT FOR EVERYONE

But brand loyalty is a dish best served sharable, where brands earn the loyalty of their customers at every interaction—not just the other way around—and treat those people as more than just clicks, trips and baskets. Equally, brands deserve customers who are more than just Facebook friends, Twitter terrorists, and less fickle with their shopping choices—choosing to try once, buy repeatedly, and suggest others do the same. We find the win-win for everyone in this equation, bonding the uniquely human experiences customers seek with brands, with the digital ones that maintain a relationship with customers away from store. We bake relationships that are mutually beneficial, more profitable, differentiated from competitors, and completely sustainable.

Caution: don't water it down.

 

†Bain & Co
*Forrester Research, Inc.,"The Loyalty Partner Primer"

CREATE
A BOND
THE SECRET
SAUCE
COLLAPSE







The Loyalty Report

Download it today





SYNAPZE™ Loyalty Platform
One platform to grow
your business.





Bloomberg Television
CEO Bob Macdonald talks Brand Loyalty on 
"Market Makers"

 

“Our long-standing partnership...has delivered great results for the SCENE program. We are continually impressed by their pro-activeness in delivering strategic ideas that evolve and better our business.”

Head, Strategic Initiatives & Partnerships

Scotiabank

“We chose [this team] because they are a founder of the
Loyalty Marketing Industry, and also get the future of it.” 

VP Marketing

Payless Shoesource

“We now have more engaged customers, with customized communications and measurable growth to our business. And we can see at a store level.” 

VP Marketing

The Home Depot

“...Every consultancy puts their very best foot forward on the "first dates" to blow the socks off prospective clients…then, when the rubber hits the road, the delivery of thought leadership can start to wane.  I’m so proud to share that that has never, ever been the experience...This group is smart, thoughtful, deliberate and thorough. And, their energy/enthusiasm for the project is infectious – many of us here comment on how pumped we feel after a presentation.”

Executive Director, Loyalty

Chapters Indigo

COLLAPSE

You Had Me at XM: 3 Reasons to Invest in Experiential Marketing

Experience matters. Every action in a relationship either builds or erodes trust. We see this in the staggering number of divorces that occur every day—over 6,000 in America alone. The same can be said for consumers and their relationships to brands and products. How many times have we “broken up” with a brand because they didn’t deliver the experience the brand had promised, failed to communicate well or even did or said something that was a deal breaker—remember the backlash from Lululemon brand fans when founder Chip Wilson said that some women’s bodies weren’t “right” for their pants?

divorce460

Avoiding switchers and retaining customers is always a challenge for brands. One way to strengthen the customer-brand bond and boost retention is Experiential Marketing. In fact, a study by Event Marketing Institute, found that companies with revenue of more than $1 billion increased their experiential budgets by 9.8% in 2012. Yes, XM the great relationship counselor that acts as a way to give consumers richer and more meaningful brand relationships that in time can blossom into brand love. 

3 reasons to invest in XM:

  1. A positive brand experience is more effective than any other media form. It’s fantastic to see and hear from so many thought leaders in marketing who are finally recognizing the shift that needs to be made in how we spend our hard to hold on to marketing dollars. A great leader in this shift is Joseph Jaffe who recommends xm as one of the main tools for driving the success of your brand.

  1. Experience adds value. As Emily Collins from Forrester pointed out in a recent blog, throwing coupons and discounts at a Member isn’t going to encourage deeper engagement or give them a feeling of value. The value comes when non-monetary perks like XM are used to treat Members to an experience that drives the worth of the loyalty program up and thereby increases interest in the brand.

  1. Experience helps create advocacy for your brand. It’s true! There is no better way to cultivate advocates than the sharing of an amazing experience! According to the Social Media Examiner, “In-person events, combined with online social networking, provide terrific opportunities for businesses to reap the benefits of both.”

brand_love

How to become a beloved brand. 

Be more than just a casual brand. You need to offer your customers more than product-centered discounts and coupons! Offer them experiences that will let you become more than a casual brand to them and show them what makes you special. Ford’s MLSE Team Up Challenge is another great example of providing a unique experience—the opportunity to compete on the BMO Field & Exhibition Place as well as enjoying an entire day filled with sports, music, entertainment and philanthropy.

MLSE_yup

Don’t break your promisesA brand is only as good as its ability to deliver on its promises. Don’t cheap out or insult your loyal customers by forgetting about them and only offering new acquisitions rewards and non-monetary engagement.

sephora_happy_hour

Go beyond the cash register. You can be that brand that they all talk about; all carry your loyalty card or app and defend you against negative reviewers. They’ll love you as long as you give them unique experiences that allow them to interact with you beyond a cash register. A brand that does this well is Sephora, whose loyalty program ranks in the top 3 for Canadian Retail in The Loyalty Report, by offering XM to its customers in the following ways: birthday gifts, exclusive VIP events like Sephora Happy Hour, and new product experiences

{{cta('78750062-1977-4ade-b520-a6bc7e51e869','justifycenter')}} Though we intrinsically value human interaction and the importance of non-monetary rewards is increasing, there is still a shockingly small amount of the actual marketing budget spent on XM. So I guess the question is why aren’t we treating our best and most loyal customers to a more tangible brand relationship in the form of XM—that can go beyond pure digital experiences? Maybe it is time for you to reflect on your past brand transgressions, add more spend to your XM and get out there and show them that you care, that is if they haven’t already moved on.

 

 

Michelle Ubell
Executive Vice President, Experiential Marketing

SYNAPZE Robotic Heart

Act like
a human,
not a robot

SYNAPZETM is our proprietary customer loyalty
platform that acts more like a human brand
—less like a system—and keeps your brand
sensitive, responsive, and flexible as it carries
on a relationship with your customers.

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