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Recent Dialogue

It's the Customers, Stupid

Friday, 31 October 2008
The path to growth and success is through customers. Marketing to existing customers rather than other focusing on acquisition is proven to be more profitable. As simple as this sounds, not everyone gets it.

More on the Decline and Fall of Frequent Flyer Mile Values

Tuesday, 19 August 2008
Our thoughts on the devluation of frequent flyer miles is echoed in an article from The New York Times.

By Invitation Only

Tuesday, 12 August 2008
Unpublished loyalty programs and exclusive customer benefits are examples of effective customer marketing strategies that allow brands to more meaningfully connect with customers.

Frontier Does it Right

Tuesday, 12 August 2008
Frontier Airlines provides a good and timely example of an airline communicating with its customers.

More Frequent Flyer Program News

Thursday, 7 August 2008
American Airlines announced some changes to AAdvantage following a review similar to Delta's. Frequent flyer programs are changing, some more and better than others.

The Opportunity for Integrating PR and Customer Communications

Monday, 4 August 2008
Delta's recent SkyMiles changes, announced to the press and not to SkyMiles members, illustrates how far companies still need to go in thinking about customers first.

Do the Math: The Continuing Decline In The Value Of Frequent Flyer Miles

Saturday, 2 August 2008
The changes being made to frequent flyer programs such as Delta SkyMiles are devaluing frequent flyer miles.

Saying Thank You to Customers

Monday, 23 June 2008
Saying thank you to customers is one thing. Getting customers to thank you is something entirely different, and a much more noble endeavor in terms of loyalty marketing.

"Loyalty Is Expensive"

Sunday, 27 April 2008
Loyalty is not expensive if you consider that you can directly measure its impact on revenue and profitability.

"At Least Kiss Me When You Do That!"

Wednesday, 20 February 2008
As readers of this blogue know, last year I qualified for Platinum Medallion (elite) status in Delta Air Lines SkyMiles for the first time.  Being a bit of a loyalty "geek" (as you might expect), I knew the exact flight on which&n

The Emperor Now Has Clothes

Sunday, 17 February 2008
Introducing Comp Customers, a better metric for tracking retailer performance.

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Nike + iPod, Part II

posted Saturday, 9 June 2007
 

First, my apologies about the delay in posts.  We've been extremely busy, not that that's such a great excuse, though the busy-ness is all client related, which is a great excuse!

 

Part of the reason for the busy-ness has been launching new programs.  Several of our clients have launched significant programs since our last post here.  In one case it's an evolution of an existing program and in the other it's a new program launching in test in a category that heretofore has not had any published programs.


Speaking of programs, what Nike+iPod are doing continues to impress me, largely because it's such a well integrated and well executed partnership.

 

Several noteworthy things have happened since approaching 100 miles.  First, when I hit 100 miles, I received a lovely banner upon connecting my iPod Nano and updating my runs. Note it not only offers to me a printable certificate but there's also a viral element - the opportunity to brag to my friends!

Nike+iPod 100 milemarker

 

Shortly thereafter, no doubt due to inspiration from Nike and Apple (or is it Apple and Nike), I had a PR (personal record) run.  Apparently I ran my fastest 5 miles since getting the Nike+ setup and at the end of my run Lance Armstrong congratulated me!  Nice touch and very nice way for Nike to leverage its relationship with the greatest cyclist ever.

 

But wait, there's more.  Now I'm past200 miles, Nike is egging me on to hit 500.  Very smart and done in a very tasteful and, yes, motivational way, nicely reinforcing the training aspect of this offering.

Nike+ 200 Milemarker

 

Finally, Nike is working this offering through its indirect retail channel, as evidenced by this email I received from Atlanta's Big Peach Running Company:

BPRC Nike+ Email

It's worth repeating, this partnership and integrated marketing efforts is as good as it gets.

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