Editorial Board   Guest Author

Mr. Pearson

Bryan Pearson

President & CEO, LoyaltyOne Inc.

With more than two decades experience developing meaningful customer relationships for some of the world's leading companies, Bryan Pearson is an internationally recognized expert and author in the fields of enterprise loyalty and coalition marketing. As President of LoyaltyOne, a pioneer in loyalty strategies and measured marketing, he heads six global enterprises, leveraging the knowledge of 120 million customer relationships over 20 years to create relevant communications and enhanced shopper experiences. A sought-after speaker and author of the forthcoming book The Loyalty Leap: Turning Customer Information into Customer Intimacy, Mr. Pearson has presented in North and South America, Europe and Asia at such well-known events as Loyalty World, Card Forum and the Economic Club of Canada. He also is a frequent speaker at conferences hosted by the Direct Marketing Association and the Canadian Marketing Association. Mr. Pearson has been quoted in more than 150 U.S. news outlets, including The Wall Street Journal, Forbes, BusinessWeek, the Los Angeles Times, MSNBC and the Atlanta Journal-Constitution. He is a regular contributor to Retail Customer Experience, Customer Think, Creative Match and COLLOQUY and has been widely quoted in the Globe and Mail, the Vancouver Sun, National Post and Direct Marketing News. In addition, he serves as a member of the Executive Committee of Alliance Data, owner of LoyaltyOne. The Loyalty Leap: Turning Customer Information into Customer Intimacy, will be published in May 2012 by the Portfolio imprint of Penguin Group in both the US and Canada. The book draws on Mr. Pearson's first-hand experience in building emotional loyalty in an information age, with insightful stories from the trenches of the data-gathering and marketing communications fields. The Loyalty Leap details strategies for building unwavering customer loyalty while also navigating the minefields of privacy. While other business books address customer service and data as the abstract fruit of technology, only The Loyalty Leap reveals how shopper data can be used as the cornerstone upon which to build intimate customer relationships, leading to profitable growth in the new era of marketing. For information and book pre-orders, visit www.pearson4loyalty.com. Mr. Pearson joined Alliance Data (formerly The Loyalty Group) in 1992, was appointed President of the AIR MILES Reward Program (AMRP) in 1999 and of LoyaltyOne in 2006. Since then, Mr. Pearson spearheaded LoyaltyOne's expansion into South America and the launch of AIR MILES My Planet and AIR MILES for Social Change, growing AMRP to more than 10 million accounts - two-thirds of Canadian households. In 2010, LoyaltyOne earned more than 30 awards for its role as a best employer, its green initiatives, its marketing and its human resources. Prior to LoyaltyOne, Mr. Pearson launched his career in brand marketing at the Quaker Oats Co. of Canada, followed by a position in technology/software at Alias Research Inc.

Mr. Pearson can be contacted at 416-228-6500 or bpearson@loyalty.com

Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.