The good news for retailers is that, while changes in technology, consumer behavior, and market forces will continue to offer challenges to their business models, the fundamental drivers of customer loyalty remain unchanged. This means that...Read More

Loyalty isn’t something that can simply be “bought” with rewards. Through extensive experience and proprietary research, we have come to believe that loyal brand behavior can only be truly cultivated over time by consistently...Read More

Today we are witnessing an increasingly steep divide between loyalty haves and have-nots. As programs proliferate, customers have become harder targets – forming strong allegiances with dominant programs while abandoning participation in...Read More

Lonnie has spent his entire career helping companies focus on the human side of doing business. Whether it’s building a healthy culture for internal teams, or centering decisions around customers and their needs, Lonnie is laser-focused on...Read More

Paul Brown will be the first to tell you that his relationship with JetBlue is unconventional – he even likens it to the movie Her, which tells the tale of a man falling in love with an artificially intelligent computer operating system...Read More

New innovative technologies and modern digital platforms are constantly being championed in every corner of the marketing industry. In our hyper-connected culture, adopting this strategy usually makes sense. Digital innovation has changed...Read More

Loyalty is in the midst of a rapid revolution. In a world where punch cards and discounts once ruled, consumers today have greater expectations of retailers. Earning customer loyalty requires retailers to offer compelling and personalized brand...Read More

Today’s marketer understands the need to combine the powerful efforts of both strategy and technology to offer a unique and engaging customer experience. “Customer relationships are now the only remaining source of competitive...Read More

Last year, most loyalty marketers predicted that points for perks would continue to engage consumers and drive retail sales. They were right.It’s important to note, though, that many loyalty programs of the last year look different from what...Read More

We recently came across the story of a beacon marketing company in South America with what has to be the most aggressive strategy yet for getting new customers into their clients’ stores.  The client store placed beacons outside the...Read More