The Affordable Care Act on Loyalty Programs for Federal Beneficiaries

Objective: To discuss changes in the law that allow community pharmacy loyalty programs to include and offer incentives to Medicare and Medicaid beneficiaries. Summary: The retailer rewards exception of the Patient Protection and Affordable Care Act of 2010 and its change to the definition of remuneration in the civil monetary penalties of the Anti-Kickback Statute now allow incentives to be earned on federal benefit tied prescription out-of-pocket costs. The criteria required to design a compliant loyalty program are discussed. Conclusion: Community pharmacies can now include Medicare and Medicaid beneficiaries in compliant customer loyalty programs, where allowed by state law. There is a need for research directly on the influence of loyalty programs and nominal incentives on adherence.

Download Full-text

Building an Effective Customer Loyalty Program

Supply Chain Management Strategies and Risk Assessment in Retail Environments - Advances in Logistics, Operations, and Management Science ◽

10.4018/978-1-5225-3056-5.ch011 ◽

2018 ◽

pp. 195-212 ◽

Cited By ~ 1

Author(s):

Kumari Smriti

Keyword(s):

Customer Loyalty ◽

Loyalty Programs ◽

Loyalty Program ◽

Targeted Marketing ◽

The Right ◽

Customer Loyalty Programs ◽

A Company ◽

Loyal Customers

Customer loyalty schemes is a practice, employed by retailers, to reward their loyal customers. It entails giving incentives such as loyalty cards, reward points, etc. These also serve as a repository of information about a customer which helps in targeted marketing. This chapter analyses some of the successful customer loyalty programs by companies, discusses some of the reasons of failures of such program and looks at what industry experts have to say in this regard. We then collate all this information to suggests a process to identify and choose the right customer loyalty programs for a company.

Download Full-text

Innovating the customer loyalty program with social media

Journal of Enterprise Information Management ◽

10.1108/jeim-10-2018-0224 ◽

2019 ◽

Vol 32 (5) ◽

pp. 807-823 ◽

Cited By ~ 3

Author(s):

Wu He ◽

Xin Tian ◽

Feng-Kwei Wang

Keyword(s):

Social Media ◽

Customer Loyalty ◽

Theory And Practice ◽

Loyalty Programs ◽

Loyalty Program ◽

Data Set ◽

Content Type ◽

Media Technologies ◽

Customer Loyalty Programs

Purpose Few academic studies specifically investigate how businesses can use social media to innovate customer loyalty programs. The purpose of this paper is to present an in-depth case study of the Shop Your Way (SYW) program, which is regarded as one of the most successful customer loyalty programs with social media. Design/methodology/approach This paper uses case study research as the methodology to uncover innovative features associated with the SYW customer loyalty program. The authors collected the data from SYW’s social media forums and tweets. The data set was analyzed using social media analytics tools including the R package and Lexicon. Findings Based on the research results, the authors summarize innovative social media features identified from SYW. The authors also provide insights and recommendations for businesses that are seeking to innovate their customer loyalty programs using social media technologies. Originality/value The results of this case study set a good example for businesses which want to innovate and improve their customer loyalty programs using social media technologies. This is the first in-depth case study on the SYW program, one of the most successful customer loyalty programs with social media. The results shed light on how social media can innovate customer loyalty programs in both theory and practice.

Download Full-text

Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty

International Journal of Research in Business and Social Science (2147-4478) ◽

10.20525/ijrbs.v9i1.603 ◽

2019 ◽

Vol 9 (1) ◽

pp. 15-23

Author(s):

Salihah Khairawati

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Sampling Technique ◽

Loyalty Programs ◽

Survey Method ◽

Business Managers ◽

Loyalty Program ◽

Retail Business ◽

Customer Loyalty Programs ◽

A Company

The aim of this research is to examine the effect of the customer loyalty program on customer satisfaction and its impact on customer loyalty. This program is developed by the company in order to increase customer satisfaction. Optimal customer satisfaction will be able to create customer loyalty. For a company, customer loyalty will guarantee the company’s income to be constantly optimal. The research is conducted using the survey method involving 110 customers and 100 feasible data used. The sampling technique used is judgment sampling and data collected through the questionnaire. It uses SEM in examining hypotheses assisted by software AMOS version 20.0. Member card significantly affects customer satisfaction, while discount promo has no significant effect on customer satisfaction and it also doesn’t affect customer loyalty. Member cards and discount promo have a direct effect on customer loyalty. In general, it can be understood that the customer loyalty program applied by Alfamart either member card or discount promo affects customer satisfaction and has an impact on customer loyalty. This research gives input to retail business managers in managing customer satisfaction through the proper development of customer loyalty programs.

Download Full-text

Consumer evaluation of customer loyalty programs: the role of customization in customer loyalty program involvement

Journal of Global Scholars of Marketing Science ◽

10.1080/21639159.2012.720752 ◽

2012 ◽

Vol 22 (4) ◽

pp. 370-385 ◽

Cited By ~ 12

Author(s):

Erica Winters ◽

Sejin Ha

Keyword(s):

Customer Loyalty ◽

Loyalty Programs ◽

Loyalty Program ◽

Consumer Evaluation ◽

Program Involvement ◽

Customer Loyalty Programs

Download Full-text

Loyalty Programs: Foreign and Russian Experience

Moscow University Economics Bulletin ◽

10.38050/01300105201657 ◽

2016 ◽

Vol 2016 (5) ◽

pp. 113-131

Author(s):

Svetlana Berezka

Keyword(s):

Relationship Marketing ◽

Customer Loyalty ◽

Customer Relationship ◽

Loyalty Programs ◽

Marketing Theory ◽

Structured Interviews ◽

Marketing Tool ◽

Definition Of ◽

Customer Loyalty Programs

The aim of this paper is to identify the role of the loyalty programs in the Russian market. The methodology of the study based on the analysis of relevant publications and qualitative research using semi-structured interviews with experts in customer relationship and loyalty programs which were fulfilled in 2014–2015 in Russia and Austria. The article offers the definition of customer loyalty programs as relationship marketing tool, and contains the differentiation criteria from the frequency and reward schemes, also the role of customer loyalty programs for retail chains are investigated. The systematization of the reward types that are widely use in loyalty programs are provided. The paper contributes to the development of relationship marketing theory and customer loyalty programs issue.

Download Full-text

Can Non-tiered Customer Loyalty Programs Be Profitable?

Marketing Science ◽

10.1287/mksc.2020.1268 ◽

2021 ◽

Author(s):

Arun Gopalakrishnan ◽

Zhenling Jiang ◽

Yulia Nevskaya ◽

Raphael Thomadsen

Keyword(s):

Customer Loyalty ◽

Customer Retention ◽

Customer Lifetime Value ◽

Loyalty Programs ◽

Loyalty Program ◽

Customer Lifetime ◽

Lifetime Value ◽

Customer Loyalty Programs

We show that a simple, nontiered loyalty program can substantially increase customer lifetime value and that most of this benefit comes from increasing customer retention.

Download Full-text

CUSTOMER LOYALTY MANAGEMENT IN THE AIRLINE'S DEVELOPMENT STRATEGY

PROBLEMS OF SYSTEMIC APPROACH IN THE ECONOMY ◽

10.32782/2520-2200/2021-3-12 ◽

2021 ◽

Author(s):

Yuriy Kolbushkin ◽

Oleh Cherpak

Keyword(s):

Consumer Behavior ◽

Development Strategy ◽

Customer Loyalty ◽

Loyalty Programs ◽

Consumer Loyalty ◽

Loyalty Program ◽

Goods And Services ◽

Advantages And Disadvantages ◽

Customer Loyalty Programs ◽

The Impact

This article considers the main approaches to the study of customer loyalty and the reasons that form a certain model of consumer behavior during consumption of goods and services. The place of customer loyalty programs in the company's development strategy and in the system of ensuring its competitive advantages in the market has been established. The importance of consumer loyalty programs as an effective marketing tool for the formation of trusting long-term and mutually beneficial relations of the organization with the consumer is emphasized. The peculiarities of the use of customer loyalty programs by airlines are considered. The "bottlenecks" of customer loyalty programs used by modern airlines have been identified. The key factors influencing the segmentation of the passenger air transportation market are highlighted. The tendencies of growth in the number of airline customer loyalty programs by regions of the world are analyzed. The advantages and disadvantages of the main customer loyalty programs of the world's airlines are systematized. It is established that during the development of a set of measures aimed at increasing consumer loyalty, the airline's management should address the objectives of increasing consumer loyalty, develop a set of measures to increase satisfaction and consumer loyalty, ensure the growth of consumer behavior. In addition, the airline's management should focus on the internal environment and create interest in the airline's staff in the results of the consumer loyalty program, as well as in improving the quality of service and communication with consumers. Effective implementation of measures aimed at increasing consumer loyalty is impossible without regular monitoring of changes in consumer loyalty over a period of time, as well as determining the extent of the impact of measures on consumer loyalty. Having gathered a database of regular customers, the airline gets ample opportunities to analyze the contingent of its customers, evaluate and make operational decisions that will help adjust the customer loyalty program, advertising, and possibly the assortment policy of the airline.

Download Full-text

Temporal Orientation and Customer Loyalty Programs

Cornell Hospitality Quarterly ◽

10.1177/19389655211008413 ◽

2021 ◽

pp. 193896552110084

Author(s):

Flavia Hendler ◽

Kathryn A. LaTour ◽

June Cotte

Keyword(s):

Customer Relationship Management ◽

Customer Loyalty ◽

Customer Relationship ◽

Loyalty Programs ◽

Temporal Orientation ◽

Loyalty Program ◽

Hospitality Managers ◽

Customer Loyalty Programs ◽

Depth Interviews

Loyalty programs play a prominent role in many firms’ customer relationship management programs, but not all programs are successful. Providers need to understand not only what benefits customers want in a program, but also how they want to be treated as a loyalty member. We posit that because loyalty programs offer rewards that are time-bound (immediate or delayed), and that loyalty programs seek to develop a relationship that extends over time, an important, but overlooked dimension for hospitality managers to consider is how their customers view time. Our research focuses on customers’ temporal orientation—the tendency to think in the present, future, or past. We use depth interviews to explore existing casino loyalty program participants’ thoughts and feelings about their ideal loyalty program. We find the customers’ temporal orientation influences the type of relationship as well as the type of benefits sought in the loyalty program. Our research offers managerially practical insights for identifying customers more likely to engage in co-production of a long-term loyalty relationship as well as for creating communication strategies that are likely to interest and provoke different temporal mindsets.

Download Full-text