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GCP’s Q1 2012 Gift Card Industry Trend Report is Here!

The first quarter of 2012 included GCP’s visits to and participation in many meetings, conferences and events, including the PrePaid
Expo, the InComm Partner Alliance, the South Florida Success Expo (SWFL), and the Loyalty Expo. In Q1’s trend report, we captured a pulse on 2011 B2B gift card sales results, key gift card market expansion trends for 2012, and an update on the effects of New Jersey’s gift card laws to our industry.
Read the full B2B Gift Card Trend Report here.      

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Engaging B2B Customers

It is a proven and accepted reality in business today that engaged employees increase a company's bottom line. However, new research from Gallup show that engaging B2B customers by establishing an emotional connection based on confidence, integrity, pride and passion is crucial to customer impact. Engaged customers deliver 23% more revenue than average customers in wallet-share, revenue, relationship growth, and profitability. According to the same Gallup research only 13% of B2B customers are fully engaged. Engagement exists when customers go out of their way to favor a relationship over price. This deepens a relationship, and often customers  are rewarded for their loyalty with either a discount for services rendered or other perks from the company providing the service. Treating customer engagement and employee engagement similarly will garner similar outcomes. Reward customers for any business you gain, the way you would an employee. Provide spot rewards, such as a small gift card for small business gained and for a major expansion in business or formation of an industry partnership, provide a broader reward. Creating a 360 degree customer feedback loop provides opportunities for relationship growth. Putting constant work into the companies' relationship is crucial. The time you spend ensuring that your employees are loyal should be equivalent to the time you ensure that your customers and partners are going to continue to drive your business.  
For more information on B2B customer engagement check out this Business News Daily article.

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NPR's: New Jersey Law Causes Companies To Pull Gift Cards by Joel Rose

American Express has taken a landmark step in their fight to oppose the New Jersey law that would allow the state to claim unused gift card balances after two years. A recent National Public Radio (NPR) broadcast discussed Amex’s gift card product pull from shelves, and also noted Blackhawk’s threat to pull their 3
rd party gift and prepaid cards. InComm, the other major 3rd party gift card play is also planning to follow suit.
Listen to NPR's Morning Edition interview.

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Retailers & Merchants: Gift Cards Can Lower Operating Costs

Since gift cards are given as gifts, incentives and employee rewards, they are often thought of by retailers and merchants as a customer acquisition tool. Let’s say a customer doesn’t shop at a particular retailer or merchant often or at all. Yet a family member, friend or employer gives a particular brand based on it meshing well with the recipients’ needs. This gift card now becomes a new customer acquisition tool or a customer loyalty tool for the retailer. BUT, are retailers also thinking of their own gift cards as a tool to lower operating costs? When your customers use debit and credit cards for their purchases, the burden of the transaction fees falls on that retailer. There are no fees when your customers utilize their closed-loop gift cards in your own name. The impressive numbers add up when you think of the difference your gift cards can make when selling them by the hundreds and thousands in the B2B market. GiftCard Partners’s customers buy multi-millions of dollars in face value gift cards annually across all our retail brands. Those are all consumers using your gift cards versus credit or debit payment card options that rack up fees charged to you. Check out
First Data’s Perspective: The Evolution of Gift Card Strategy to see how retailers and merchants are re-evaluating their cost of payment acceptance at their POS locations.

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The Prepaid Expo: Adapt or Die

It should be of no surprise that mobile payment was a choice topic at this year’s Prepaid Expo, but as purveyors of the B2B portion of retail sales; how will we get to mobile payment? Retailers and merchants are living (or about to live) the latest technology and game changing concepts about the consumer waving their mobile device to pay. But the B2B portion of the market still has major issues to overcome. The questions that the Prepaid Expo asks ring loud in order to capture consumers and also ring true for your B2B customers and subsequent end-consumers: What will be frictionless in your environment? What will bring the greatest value? What will be the best authentication? What's the best way to reduce cost? How do you make prepaid product more relevant and valuable to cardholder before, during, after the payment transaction? Interesting quote from Bill Gates about the future: "We always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next ten."--Bill Gates Mobile buying is inevitable, but are you considering B2B gift card sales in your mobile prepaid strategy? If not, when will you shape your change? Read up on the
Prepaid Expo’s Live from Prepaid Expo: The Future of Prepaid & Mobile

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