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Automotive

 
Carlson Marketing helps revitalize Saturn.... Carlson Marketing helped orchestrate a Media Blitz in New York City in conjunction with the annual New York Auto Show. Starting with the Auto Show Press Conference, a unique immersion at the Milk Gallery and PR stunt/influence event at the Hard Rock Cafe
 
 
Dunlop Driving a brand online The Dunlop brand is synonymous with driving, drivers and premium performance. We developed three unique websites for Dunlop to reflect these differing brand nuances
 
 
The ROI of Customer Care In 2002, leading computer hardware manufacturer Hewlett-Packard (HP) set out to boost its customer satisfaction ratings. Since 2001, satisfaction scores in HP’s Consumer Services and Support Americas division had been trending downward
 
 
Motivating Channels in the Insurance Industry A key challenge facing the insurance industry today is that of managing relationships within independent distribution channels to achieve optimal marketing effectiveness. All this must be accomplished while creating the operational efficiency
 
 
Westpac Bank New Zealand. Carlson designed, built and operate Westpac’s credit card customer loyalty program – hotpoints
 
 
Nufarm New Zealand. New Zealand’s leading agricultural chemicals company relies on Carlson to manage their redemption program call centre, rewards sourcing and fulfilment.
 
 
Karl   Karl J Schuster
President Asia Pacific


 
 
Points Alone Don't Add up to Loyalty May 2005 will be remembered as an important milestone in retail banking. Within days of each other, two of America's largest financial services institutions launched points- based loyalty programs that went far beyond sending customers a free suitcase
 
 
Are you sure your credit card loyalty program is profitable? The pressure is on to prove that credit card loyalty programmes measure up. Carlson Marketing has spent many years analyzing the patterns of millions of credit card holders to develop a benchmarking tool
 
 
Point of View: Loyalty Without Points? Loyalty without points addresses the issue of whether you can a) build customer loyalty without relying on a points structure and b) have an effective relationship marketing program based on factors other than a primarily economic approach
 
 
Innovation Management While scrambling to grow their top line, many businesses imagine that acquisitions or the employment of consultants might be the magic bullet needed to drive revenue growth. In reality, who knows more about a company’s attributes and challenges than its most valuable asset—its employees?
 
 
New Study Shows Loyalty Marketers Looking for Right 1to1® Fit Why do customers choose you instead of your competitors? Over the course of four years, two Canadian marketing professors posed this question to more than 2,000 senior executives worldwide. Across verticals and around the globe, the answers were remarkably similar
 
 
Happy Birthday to Mass Market Loyalty Programs Frequent flier miles just might have been the first mass introduction of the concept of loyalty marketing. Airlines didn't invent this concept, but they certainly popularized it
 
 
Maximizing a Channel’s Potential A leading provider of electronic payment products was increasingly losing sales volume and market share to competitors in the travel agency channel. The payment company wanted another way to influence the use of its payment card for travel and entertainment purchases
 
 
Blank  
 
 
Virgin Blue's new Velocity Rewards In Australia, airline operator Virgin Blue has launched its much-anticipated loyalty programme, Velocity. The scheme offers points and redemptions through a useful roster of founding partners, including Pacific Blue, Polynesian Blue, Emirates, Virgin Atlantic, National Australia Bank, and Europcar
 
 
Arla Foods CRAVENDALE, LURPAK and beyond For LURPAK, our work to support a high-profile (and long-running) on-pack promotion created the online home for the perfect breakfast. With recipes, inspiration and on-pack promotional support, lurpakbreakfast.com is a runaway success
 
 
Acquiring and Retaining Key Customer Relationships A loyalty marketing case study. The business issue was how to attract, grow and retain a major airlines target customer base
 
 
Diagnosing What Ails Pharmaceutical Sales The formula for selling pharmaceuticals used to be relatively simple: Get in front of the physician, detail the befits of your drug, provide plenty of samples, then let the prescriptions begin. Those days are gone. For good
 
 
Gold Points Reward Network Uses Data to Drive Customer Value As the largest coalition network in the US, Carlson Marketing’s Gold Points Reward Network, with over 3.5 million active customers, has accelerated its 1-to-1 communications and is driving increased revenue and profits
 
 
Improving the Health and Vitality of Employees Johnson & Johnson, a leading pharmaceutical company, introduced its Live for Life wellness program in 1979 with the goal of making the company’s employees the healthiest in the world
 
 
Bringing New Customers in the Door Already a leading provider of hair styling services in the United States and Canada, the client sought a campaign that would attract customers to its new salons while simultaneously growing business at existing outlets
 
 
Carlson 1to1 Everyone’s talking about 1to1. What’s different about Carlson is that we understand that to truly connect with people you have to do it on their terms, when they want it and via the channel they want to receive it. And you need to be ready when they are.

 
 
Michael   Easy ways to get the answers you need. Michael O'Sullivan, Managing Director │ Vice President Asia Pacific  
Email Michael O'Sullivan

 
 
 
Michael   Michael O'Sullivan
Managing Director Australia
Vice President Asia Pacific



 
 
Sam   Easy ways to get the answers you need. Samantha Fleming - Director Consumer Loyalty
Email Samantha Fleming

 
 
 
Relationship Builder 2007 - The Untapped Opportunity in Financial Services US financial services institutions are doing a respectable job of winning the attitudinal loyalty of customers. However, they are not yet turning that loyalty into engaged customers who buy more products and refer others to the company.  In Australia, the following reseach findings have clear parallels. 

 
 
Turning Relationship Building into Sales Ask people to list the make and model of all the refrigerators they’ve ever owned and you’re bound to get some pretty odd looks. Ask the same question about the cars they’ve owned and you’ll get an entirely different reaction. People buy and sell other possessions. We “own” cars
 
 
Committing to Employee Health Since its founding, Motorola, a leading cellular equipment manufacturer, demonstrated a commitment to their health, well being, and personal growth of its employees. This commitment took on new urgency when the company was challenged
 
 
Best Buy Puts Down the Megaphone Best Buy may attach cute names like Barry, Jill, and Carrie to its customer groups, but look beyond catchy buzz words and you'll discover a robust marketing strategy based on relevant interactions
 
 
Marketing Medication A panel of pharmaceutical executives talks about changing dynamics in the prescription process and how to deal with them.Consumers are asking their doctors for prescription drugs by name. Pharmacists are recommending generic substitutes for brands doctors prescribe
 
 
Regent Hotels Reward Agents with “Best in Class” Incentive Program Carlson Hotels worldwide reinforces partnership with travel agents, expanding its popular “Look to Book®” travel agency incentive program to Regent Hotels around the world
 
 
GUINNESS A byte of the black stuff The brief for the relaunch of the global GUINNESS consumer website was to bring the brand and consumers closer by developing engaging new content and provide opportunities to build new relationships at local level

 
 
China’s Largest Airline Taps Carlson Marketing China Southern Airlines ,with the largest and most technically advanced aircraft fleet in The People's Republic of China, has awarded Carlson Marketing China a consulting assignment to renovate their existing frequent flyer program, The Sky Pearl Club
 
 
Awards: The Value of Non-Cash Awards for Influencing Behavior A study conducted by The Gallup Organization indicates: Despite the overwhelming prevalence of monetary rewards in the workplace, seven out of ten (69%) workers surveyed say non-monetary forms of recognition provide the best motivation
 
 
Customers are the one asset that will grow a business Take a look at the fastest growing companies, in terms of profit difference between 2003 and 2004, and you'll see that many find their most growable customers by first finding growable markets
 
 
Adding Enjoyment to the Driving Experience A major petroleum supplier asked Carlson Marketing to examine their current loyalty program. The company was interested in creating the next generation of loyalty programs for their customers with Carlson Marketing’s assistance
 
 
Employee Recognition & Reward Programs Recognizing and rewarding your people is one of the most important things an employer can do; at least that’s what significant research studies say. Nearly every company has some type of recognition and rewards program in place
 
 
Strengthening Relationships with Valuable Customers Because of increased competition from mass merchandisers, supermarkets and convenience stores, a specialty retail chain faced both declining market share and declining sales
 
 
Interchange Reform is inevitable In 2003 the Reserve Bank of Australia ruled that interchange levels applied by the four party credit card schemes were at levels that restricted competition. A mandated 40% decrease to 0.53% of transaction amount, followed
 
 
Not All Profits Are Good Profits The latest marketing campaigns from TD Waterhouse and WashingtonMutual have nothing to do with loyalty rewards, interest rates, or new branch locations. In fact, they have everything to do with something they are not doing: charging ATM withdrawal fees
 
 
Guiness

 
 
On Road New Zealand. Carlson run the customer management processes that drive On Road’s customer reminder process.
 
 
Pfizer New Zealand. Carlson designed, built and operate Pfizer's vet only channel program for pharmaceuticals and their employee recognition and rewards program.
 
 
Pfizer

 
 
Scotiabank Thrives on Customer Strategy Buried underneath an avalanche of numbers in Scotiabank's second quarter earnings release was an interesting statement - one that acknowledged the pivotal role stronger customer relationships played in the Canadian bank's near-record results
 
 
The Wireless Wallet Starts to Pay Off You’ve heard of Back to the Future. Now playing at a theater near you is Cell Phone of the Future. Premiering in late January, the Emagine Entertainment tenplex in Livonia, MI, became the first movie theater in the country to test Mobile Box Office’s new “wireless wallet"
 
 
Approaches to Capturing Customer Loyalty Current best practices in loyalty marketing focus on customization and maximizing the benefits from points programs. However, many organizations are taking their loyalty initiatives to the next level by better examining customer value
 
 
Recognition & Rewards Investment Case Studies Creating and implementing an employee recognition and rewards strategy can be a significant investment. As such, there needs to be a compelling reason for the investment
 
 
Acquiring and Retaining Key Customer Relationships A loyalty marketing case study. Business Issue: Attract, grow and retain a major airlines target customer base. Objectives: Acquire profitable, co-branded credit card members in a cost effective manner, strengthen the frequent flyer relationship and retain customer base
 
 
The trend toward social networks Whether you call it open source marketing or social computing, the proliferation of blogs, online communities, and wikis is quickly finding a connection to innovation and customer strategy
 
 
Succeeding in a Regulated Industry When the federal regulatory environment changed, a regional telecommunications company experienced a dramatic shift in the way it needed to do business. For the first time, the company faced competitors for local telephone services that were held to lower regulatory standards
 
 
Carlson Marketing launches The United Arab Emirates Airline Carlson Marketing will fly Etihad Airways passengers into the digital future with the complete redesign of the airline’s global e-commerce website and creation of a new website for the airline's Guest Recognition Loyalty Programme
 
 
Müller The perfect Bridget Jones moment In 2004 Müller secured sponsorship of the new movie release ‘Bridget Jones: The Edge of Reason’. Müller briefed Carlson Marketing to develop an integrated online campaign
 
 
Airline Soars with Frequent Flyers An international airline felt it wasn’t getting the maximum value out of its frequent flyer program. Membership in the program was up, but the airline didn’t have a good feel for how to identify, reward and motivate its best customers
 
 
Pharmaceutical Manufacturer Adopts New Market Entry Strategy How do you grow in this current business climate of launching high-risk and potentially high-return blockbuster drugs? And how can you do it when your competitors may already have gained a foothold in a potentially profitable area?
 
 
P&G Whisper Softlight Sampling A highly effective sampling campaign in Korea. The challenge was to generate a trial sampling campaign aimed at females aged 15-29 at the most effective and cost-efficient contacts
 
 
Optimizing Employee Health and Productivity Faced with increasing health-related expenses, Citibank, a global financial services company, sought a wellness program to optimize employee health and productivity as well as reduce health care costs
 
 
Targeting Consumers for Optimal Growth A leading animal health company wanted to acquire new customers, as well as expand current customers’ use of their products
 
 
Thank you for your interest At Carlson Marketing, we are constantly on the look out for Great People to help us do Great Work at a Great Place.

 
 
Relationship Builder 2007 - Getting it Right in Retail

It’s tough being a retailer today.  Intense competition, instant customer access to information and endless choices have changed the game.  To simply survive, a retailer must execute the basics flawlessly.  To thrive and achieve the requisite differentiation for organic growth, we believe the answer lies in relationships.
 
 
The Myth of Customer Loyalty There has never been a better time to focus on building customer loyalty. Multichannel options and a barrage of messaging have made consumers more fickle than ever. Take retail, for example. The number of customers stating they’ve been shopping at a retailer for longer than one year
 
 
David   Drive behaviour that will help you achieve goals.
David Parsons - Director Reward & Recognition

Email David Parsons

 
 
 
Sam   Samantha Fleming
Director Consumer Loyalty



 
 
David   David Parsons
Director Reward & Recognition  

 



 
 
Driving Sales through a Direct Marketing Solution A major automobile manufacturer was launching a redesigned product line. The products were designed to attract new buyers without alienating current owners. The automobile manufacturer also wanted to drive consumer “foot-traffic” to their dealerships
 
 
Reducing Health Care Costs through Employee Wellness Caterpillar, a leading construction and mining equipment manufacturer, faced annual double-digit rate increases in health care expenses. The company conducted in-depth analysis of its expenditures as well as employees’ health risk factors
 
 
Courting Customers: 1-800-Flowers.com’s unwavering focus on the customer experience Last December 1-800 Flowers.com CEO Jim McCann put aside his executive duties for the day and jumped behind the counter at his New Hyde Park, NY, retail store to arrange bouquets and greet customers
 
 
Sales Force Finds New Ways to Succeed at Key Hospital Hospitals are so important to the prescription drug business that last year they accounted for $8 billion in sales for the antibacterial category alone. So when a major drug company examined its field sales effort at a major research and treatment center
 
 
Carlson Marketing acquires TQ3 Navigant Performance Group Carlson Marketing today announced it has acquired TQ3 Navigant Performance Group (NPG) in the United States, continuing the agency’s growth as a powerhouse in the meetings, incentive, and event marketing business
 
 
Improving Website Results for The Home Depot Customers couldn’t find what they were looking for at The Home Depot’s website. It was only a few months before the holiday season, and the retailer needed a team that could work with unsurpassed speed and agility
 
 
Great family benefits with Kuwait Airways new Oasis Club program On October 2, 2004, Kuwait Airways Corporation, the national carrier of Kuwait signed a five year contract with Carlson Marketing Group, a recognized leader in Relationship Marketing , to manage and optimize the frequent flyer program of Kuwait Airways, namely the Oasis Club
 
 
Running a Channel Program? Our powerful communication tools help you easily build mindshare and brand awareness with your partners and distributors. Our flexible/scalable programs allow you to meet varied objectives and support large teams
 
 
Loyalty and Net Promoter scores It's hard to talk about loyalty these days without mentioning Net Promoter scores. Loyalty expert Fred Reichheld says it all comes down to one question: How likely is it that you would recommend a company to a friend or colleague?
 
 
Engaging Customers through a Loyalty Solution A loyalty marketing case study. Business Issue: Grow and retain credit card services’ customer base. Objectives: Increase percentage of new card activations, add value and appeal to new customers reviewing company offer, increase length of time that customer remains active
 
 
Driving Employee Performance with Incentives Because it lacked a comprehensive performance improvement program for its sales force, a leading print and online directory publisher faced decreased sales and high employee turnover
 
 
Chase Says, 'Bye Bye Cash, Hello Customer Insight' Over the past few years programs like Exxon Mobil's Speedpass have offered convenience as a way to drive purchases and build loyalty. Based on the trade press reports, it seems to be working
 
 
Tim   Easy ways to get the answers you need. Tim Tyler - Asia Pacific President - Peppers & Rogers Group
Email Tim Tyler



 
 
Virgin

 
 
Exxon Mobil. Trusts Carlson to deliver their Smiles driver Rewards program in Singapore, Malaysia and Hong Kong.
 
 
Proctor & Gamble. From high end cosmetics loyalty programs for SK II in Singapore, through to consumer health marketing in Indonesia – P&G trusts Carlson.
 
 
Trendspotting Retail banks are leading the pack when it comes to integrating online and offline efforts - as they have in many customer strategy areas. But in this business the key is in the technology. More specifically, a move toward service-oriented architecture
 
 
Make Loyalty Rewarding It’s the holiday season: Consumers are out in force to shop for gifts for family, friends, and colleagues. But with offers of discounts for joining the loyalty credit card program at nearly every retailer they visit, it seems the retailers are doing the shopping
 
 
Driving Business Performance Through Idea Generation A leading marketing services organization sought innovative ways to improve business performance. The company recognized that thoroughly engaged employees would be needed to generate creative new approaches
 
 
What would you do if you were tasked with building customer loyalty? Businesses today realise that an increase in customer retention can have a massive effect on profitability, and that they need to maximise the value created with each customer. Numerous studies have shown that on average, it costs 10 times more to acquire than to retain a customer
 
 
ROC Star: Mary Minnick, Coca-Cola Coca Cola is a superbrand that seems to have always been and will always be around. But to stay nimble, the company is changing its focus to bring in more consumer-driven strategies instead of being completely "soda-centric"
 
 
Sales Driver Standard Solution Build and manage complex programs with ease. With a few clicks, you can use our tools to customize your program to handle various situations. Possible Program Customization: • Reward only top performers • Reward only participants who hit their targets
 
 
JC Penney, Red Bull, Estee Lauder Play the Numbers Game With sales revenue gains measured in the single digits for most companies, consumer packaged goods is truly an industry where customers are scarce and valuable resources
 
 
Carlson Marketing execute Chevrolet Corvette’s 50th anniversary celebration In celebrating Chevrolet Corvette’s 50th anniversary, Chevrolet had very specific goals it needed to achieve: Maintain and enhance the Corvette image, halo other Chevrolet vehicles and expose new prospects to both
 
 
What’s the Secret Behind Viagra’s Rewards Program? Pfizer bets that its new rewards program will encourage consumer loyalty and improve direct-to-consumer interaction
 
 
Point of View: Loyalty Without Points? Loyalty without points addresses the issue of whether you can a) build customer loyalty without relying on a points structure and b) have an effective relationship marketing program based on factors other than a primarily economic approach
 
 
Campaign Revs Up New Car Buyers A division of a major automobile manufacturer planned to introduce a new family of vehicles, including an SUV, enhanced sedan and a compact line. In addition to employing traditional automobile advertising strategies
 
 
Improving Website Results for The Home Depot Customers couldn’t find what they were looking for at The Home Depot’s website. It was only a few months before the holiday season, and the retailer needed a team that could work with unsurpassed speed and agility
 
 
Rx For Change Many predicted that new pharmaceutical marketing rules would hurt the incentive business. In fact, the firm’s focus on encouraging new sales force behaviours is increasing their need for strategies
 
 
Best-in-Class Recognition: How Industry Leaders Are Using Recognition and Reward Programs Recognition is an important element in a company’s total compensation strategy. It provides a tangible symbol of individual achievement. It is the reward that drives individual commitment and subsequent behavior. An effective recognition program needs to take into account the organization’s culture
 
 
Visa. Carlson manage Visa’s US customer data projects, deliver travel agent rewards programs and in Asia Pac act as lead consultants for member banks.
 
 
Leveraging Service Relationships to Generate Demand In today’s economy, a company’s success hinges upon its ability to identify, acquire, retain, and grow profitable customer relationships. The saturation of traditional marketing channels and restrictive privacy legislation, however, are making this mandate increasingly difficult
 
 
Make Loyalty Rewarding It’s the holiday season: Consumers are out in force to shop for gifts for family, friends, and colleagues. But with offers of discounts for joining the loyalty credit card program at nearly every retailer they visit, it seems the retailers are doing the shopping
 
 
Arla Foods CRAVENDALE, LURPAK and beyond For LURPAK, our work to support a high-profile (and long-running) on-pack promotion created the online home for the perfect breakfast. With recipes, inspiration and on-pack promotional support, lurpakbreakfast.com is a runaway success
 
 
Ensuring Leveraged Recognition and Reward Spend As the pace of the workday continues to speed up and the importance of electronic transmission continues to grow, companies find themselves going electronic for everything. From customer transactions completed in just seconds to Human Resource interactions
 
 
Motivating a Field Sales Force A leading pharmaceutical company sought ways to encourage its field sales force to sell more product in all categories. The pharmaceutical company turned to Carlson Marketing Group to consolidate several division-specific recognition programs into a flexible, single umbrella program
 
 
GUINNESS A byte of the black stuff The brief for the relaunch of the global GUINNESS consumer website was to bring the brand and consumers closer by developing engaging new content and provide opportunities to build new relationships at local level
 
 
Müller The perfect Bridget Jones moment In 2004 Müller secured sponsorship of the new movie release ‘Bridget Jones: The Edge of Reason’. Müller briefed Carlson Marketing to develop an integrated online campaign
 
 
Consolidating Recognition & Rewards for Better Results Historically, recognition and rewards programs have developed in small pockets throughout an organization on an as-needed basis. Thus, companies that have grown organically or by acquisition find themselves with a multitude of redundant or overlapping programs
 
 
Maintaining a Competitive Advantage A long-time leader in the consumer electronics industry looked for ways to maintain its competitive edge and increase market share
 
Our Global Clients

 
Exxon Mobil. Trusts Carlson to deliver their Smiles driver Rewards program in Singapore, Malaysia and Hong Kong.
 
 
Proctor & Gamble. From high end cosmetics loyalty programs for SK II in Singapore, through to consumer health marketing in Indonesia – P&G trusts Carlson.
 
 
Visa. Carlson manage Visa’s US customer data projects, deliver travel agent rewards programs and in Asia Pac act as lead consultants for member banks.
 
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Talk to an expert - Tim

  Easy ways to get the answers you need. Tim Tyler - Asia Pacific President - Peppers & Rogers Group
Email Tim Tyler

The Myth of Customer Loyalty
There has never been a better time to focus on building customer loyalty. Multichannel options and a barrage of messaging have made consumers more fickle than ever. Take retail, for example. The number of customers stating they’ve been shopping at a retailer for longer than one year
...MORE >
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Our Global Clients
Exxon Mobil. Trusts Carlson to deliver their Smiles driver Rewards program in Singapore, Malaysia and Hong Kong....MORE >