Carlson Hotels Launches New, Cross-Brand Loyalty Program
||:: Late-Breaking News
(Posted: Jan 12, 2005)
Say what you want about Minnesota winters, but don?t think that North Star Staters are idle while the snow flies.
Minneapolis-based Carlson Hotels Worldwide (think Radisson, Park Plaza and Country Inns) has just announced the launch of a revised loyalty program, goldpoints plus.
Of course, all of Carlson?s hotels have had loyalty programs for some time: Radisson had Gold Rewards, Country Inns had Gold Points Rewards, and Park Plaza had Park Rewards.
The new program draws all the previous schemes under one umbrella. Members of goldpoints plus can now earn points at Radisson Hotels & Resorts, Park Plaza Hotels & Resorts, Country Inns & Suites By Carlson and Park Inn locations worldwide. This includes all the Carlson-affiliated hotels in the Americas, and partner properties operated by Rezidor SAS Hospitality in Europe, the Middle East and Africa.
That bears repeating ? the new program is slated to cover all SAS properties. For years, a common complaint from members has been that Radisson?s program lacked continuity in international markets. Members had difficulty with both earning and redemption at European properties. That problem, it would appear, has been solved.
Another major change is the way in which members earn points. Previously, Gold Rewards members earned a flat 1,000 points per stay at a Radisson hotel. Now, members earn 10 points per dollar spent at stays at all Carlson properties ? a much more familiar standard for frequent guest programs.
Carlson was also formerly criticized for the lack of an elite program. Not until March of 2003 was an elite program implemented. The new program improves upon that, offering levels of membership: Base, Silver Elite and Gold Elite. Silver Elite is reached at 5,000 points; Gold at 10,000. Upon reaching the elite tier levels, guests will earn 50 percent and 75 percent bonuses respectively on the points earned on hotel stays. Elite members will also have additional reward privileges, such as the option to convert points to a major credit card rewards program.
And of course, goldpoints plus is a part of the Gold Points network, which, loosely translated, means that members can earn and burn points with over 1,500 participating merchants.
Chris X, Moloney
posted: Jan 12, 2005 at 8:56pm (MT)
For a great research report on customer loyalty programs, including hotels and airline programs, you can get it at: www.parago.com/billboard . It is also summarized at www.thewisemarketer.com
posted: Jan 12, 2005 at 11:19pm (MT)
Even with these enhancements, I think the Starwood Hotels program is superior. I am very loyal to them because of their rewards program.
posted: Feb 2, 2005 at 10:28pm (MT)
I downloaded the report from parago.com that Chris Moloney mentioned above. It's one of the most insightful reports I have ever read on customer loyalty--a great read. I wish it were an entire book. I recommend it to others who are interested in customer loyalty.
EVP, Customer Strategy,
Chris X. Moloney
posted: Mar 1, 2005 at 5:42pm (MT)
Thanks for your comments on the 2005 Customer Loyalty Research Report. Per your email, I also wanted to point out the information in the report about customer advocacy being a key component of loyalty programs. Many of the leading customer loyalty programs are using this "advocacy marketing strategy" to successfully drive higher-value new customers and enrollments into the loyalty programs. Additionally, advocacy/referral programs as a stand alone initiative are taking off. For more information on they keys to success for both customer advocacy and loyalty programs, I can be reached via www.parago.com. Thanks for your interest.
Chris X. Moloney
Loyalty & Retention Marketing
posted: May 12, 2005 at 10:49pm (MT)
I had a chance to see Chris Moloney present at the Card Expo in Orlando recently. He's the most knowledgeable person I've seen on the subject of customer loyalty and loyalty programs. Our team here can't figure out how Maritz let him go. I came across this page when doing a search to find him. Interesting stuff.
posted: Oct 11, 2005 at 3:40am (MT)
Posted from CRM EXECUTIVE MAGAZINE
Oct. 7, 2005
CRM EXECUTIVE MOVES
by Marcia Tarrely
Moloney Moves from Parago to Lead Marketing at Charter Communications in St. Louis
Chris Moloney has long been considered one of the foremost experts on customer loyalty in the US. Over the last 10 years, Chris has built the reputation of being a CRM industry guru and is one of the pre-eminent conference speakers I have ever had the pleasure of seeing. Over his six year tenure running strategy with St. Louis-based Maritz Loyalty & Marketing, the company grew 10 fold and established itself as one of the leaders in the CRM and loyalty space. He then headed to Dallas-based Parago, where he created and led the eCRM firm’s efforts to become a leader in the customer loyalty marketing arena as well. Chris has worked with over 30 of the Fortune 100 to develop winning customer loyalty marketing programs, strategies and solutions. Seven of the 10 largest US banks have benefited from his strategic direction to improve satisfaction, loyalty and customer revenues. Moloney has also had a significant influence on countless CRM industry tools and techniques and received over 200 media appearances in the past few years. With Chris’s move to Charter Communications, unfortunately CRME fears he may no longer available to the CRM industry as a consultant and conference speaker. However, the CRM industry’s loss is surely Charter’s gain. Many of us know the challenges the entire cable industry has with customer loyalty (I’m a frustrated Cox user myself) and hopefully Mr. Moloney can have an influence on an industry that could use guidance from CRM and loyalty marketing’s boldest voice. For more information on Charter Communications, visit: www.Charter.com
Corellia Heads to NJ to Lead New eCRM Startup
Mike Corellia has been an innovator in designing eCRM systems that provide real-time feedback for
Yahoo Finance News Post
posted: Mar 24, 2006 at 11:34pm (MT)
YAHOO FINANCE at Yahoo.com
Scottrade Appoints Chris X. Moloney as Chief Marketing Officer
Thursday March 23, 9:00 am ET
Moloney Offers 'a Clear Vision for Ongoing Growth and Enhanced Investor Loyalty at Scottrade'
ST. LOUIS, March 23 /PRNewswire/ -- Scottrade, a leading online brokerage, is announcing the appointment of Chris X. Moloney as Chief Marketing Officer for the fast-growing investment firm. Moloney will lead all marketing strategy, advertising, branding, public relations, marketing research, and direct marketing for Scottrade and will be based at the company's St. Louis corporate headquarters.
"We are very excited to add Chris Moloney to our executive team," said Scottrade President and CEO Rodger Riney. "Chris's strategic marketing background and long track record of successfully growing businesses while maintaining a sharp focus on customer satisfaction and loyalty makes him an excellent addition to our senior team."
Mr. Moloney joins Scottrade from Charter Communications in St. Louis where he was Vice President of Corporate Marketing. Previously, he held numerous senior management positions with two leading marketing services firms including St. Louis-based Maritz Inc. and Meridian Enterprises and he led a division of Dallas-based marketing firm Parago.
Chris is also a widely recognized speaker and author on marketing strategy and customer loyalty. Chris has over 250 media appearances including CNBC, the Wall Street Journal and The New York Times. In addition, over the last four years he has chaired or keynoted dozens of leading national marketing conferences and events. In 2003, Chris was given the title of the "New Voice of Loyalty Marketing" by the Institute for International Research.
"I am excited to join such a dynamic organization that has proven to be a leader in the brokerage industry for client satisfaction, investor value and customer growth for a number of years," Moloney said. "Our team is ready to execute on a clear vision for ongoing growth and enhanced investor loyalty at Scottrade."
Mr. Moloney received a BS in Marketing and Finance from Missouri State University and an MBA from Lindenwood University in St. Louis, where he has also been an adjunct professor in the graduate business school. He is also completing his coursework for a PhD. at St. Louis University. He is an active member with the American Marketing Association and Direct Marketing Association. Chris has also been [chopped]
Yahoo Finance News Post
posted: Mar 25, 2006 at 12:02am (MT)
THE WALL STREET JOURNAL (WSJ.COM)
Friday, March 24 2006
SCOTTRADE Inc. (St. Louis.) -- Chris X. Moloney was named chief marketing officer of this online-brokerage firm. Mr. Moloney, 36, succeeds John Jacobsen, who was director of marketing until he left the company in August. Mr. Jacobsen couldn't be reached to comment. In the interim, Rodger Riney, 60, president and chief executive, fulfilled the duties of the post. Mr. Moloney was most recently vice president of corporate marketing at Charter Communications Inc.
J & J M at Maritz
posted: Mar 27, 2006 at 6:58am (MT)
Kudos Mr. Moloney. Very well deserved! It was a phenomenal loss to Maritz when you left. We all knew you would make it big... Seriously. We gave you trouble, all in good fun...
Anyway, we all wish you "good luck."
You made "loyalty" what is it today! You made it happen! Your legacy lives on...
"Thanks for the memories..." It was great.
Best wishes ''''
johan stresler, SAF Intl.
posted: Dec 22, 2006 at 7:23pm (MT)
Had a chance to see mr. moloney speak at loyalty world in london and found his research to be quite compelling. Since mr. moloney is employed at scottrade, he was not able to do some consulting with our firm as we had requested... so if someone out there knows a good loyalty marketing and advocacy consulting group or individual, please post it here... i would like to reach out to them. thanks you.
posted: Dec 27, 2006 at 2:26am (MT)
I know that Mr. Moloney is revered at Maritz. I used to work there. His name came up in meetings 2 years after he left. Most of the strategy and analytics techniques that Maritz Loyalty uses are those that he developed a few years back. In fact, a recent presentation from that loyalty group at a finaicial services conference, contained about 90% of what Mr. Moloney published. I heard he was at a brokerage, either Scottstrade or E*Trade as CMO. You may want to contact Carlos Dunlap at Maritz Loyalty Marketing--he would know where Chris is as they were close associates.
posted: Dec 27, 2006 at 2:31am (MT)
The main number for Maritz Loyalty Marketing is 636-827-4000. Or try Maritzloyalty.com. Good group, but not quite what they were a few years back. The place was a great place to work in the early 2000s. Amazing energy and new ideas. Had trouble finding anything like it. OK, enough of my soapbox. Good luck.
Ron C. W.
posted: Sep 24, 2008 at 10:00am (MT)
Let me say this... During the early 2000's, my wife worked in Loyalty Marketing. I have never met a more dynamic group than this. Wild group with energy. Went out a lot. Danced at Helen's. etc. They all had this inside thing about the official "A-Team" of Chip, Bob, Chris and Aymie. Not sure of last names. Each month, my wife talked about who made the "A-team" it was a big deal. They had a list and such of people who were doing 110%. They created awards about this team and people got prizes. Anyway, they have lost their Mojo. They hired some guy from Frequency Management Inc. who destroyed the culture completely. I heard he golfed 90% of the time from my wife. Rarely came in. Apparently, he fooled the owner and some guy name McRthur who ran the place. Amazing turn of events says my wife. She said working there in early 2000's was heaven and in 2006-07 it turned to... well. Bad. She has left there recently and said absolutely all of the A players left and went to other agencies or financial firms. Sad to see. Those Maritz loyalty events were amazing and we were sorry to see it go. Good people doing good hard work and celbrating. She also said their clients loved them back then.
That said, it's election year. Can anyone imagine a President Palin? Visit the nogopalin website for some real facts.
posted: May 12, 2009 at 10:38pm (MT)
I recently heard that Maritz did huge layoffs and this impacted their loyalty team dramatically. My company is looking at them for a card rewards program and we need to know if they are hurting as bad as their competitors say. Is there anyone left?
posted: Jun 5, 2012 at 5:28am (MT)
Hello, my firm is putting together a list of top rewards program vendors for one of our major bank clients. Can someone provide me their ideas on best customer loyalty rewards program for about 1 million members? Thanks, JC
posted: Oct 26, 2014 at 6:37pm (MT)
John, I recently did some research on loyalty companies. I see a lot of items published by Chris Moloney from Maritz, but he is gone from there. I think they still do these programs per their website. Chris also worked at Parago, which appears to do these types of programs. Carlson used to do them too.
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