In part 1 and part 2 of this series, we discussed the challenges and opportunities of the Affordable Care Act (ACA), as well as the importance of listening—carefully—to healthcare plan members.While driving numerous...Read More

Excerpt from MediaPost:For years, companies have been seeking to find and use a simple way to quantify customer loyalty. One example is Net Promoter Score (NPS), which identifies three customer categories: promoters, passives and detractors...Read More

In part one of this blog series, we reviewed traditional quality monitoring (QM) and its shortcomings. We also explored how speech and text analytics can help improve the historical approach to QM by enabling the identification and categorization...Read More

“You can look but you can’t touch,” means many - sometimes inappropriate - things for a lot of different people, but personally it takes me back to my childhood. For as long as I remember, the moment I’d enter a store with...Read More

Customers’ satisfaction rates with contact center experience have universally dropped four years in a row, Forrester Research reports.[1] And only 26% of consumers responded positively when asked if they believe contact...Read More

Adding Value to Your Consumers Lives  We’ve all grown up hearing it: “things are not what they seem.” And though it seems to be a deceitful and menacing concept, it has become the strongest tool in the marketplace’s...Read More

Canada and the US are different. Canadians (and Americans) love to point out this fact. According to a recent report by COLLOQUY, on average, Canadians are active members of fewer loyalty programs when compared to Americans, 6.4 and 7.1...Read More

The recent Black Forest fire near Colorado Springs was deemed the most destructive wildfire in Colorado’s history. It destroyed at least 509 homes and killed two people. And, last month, two raging wildfires in Colorado and Arizona caused...Read More

The challenge of relevance; an opportunity for loyalty marketers Loyalty 360 has had the good fortune of hosting two recent webinars that were comprehensive loyalty studies on the state of the loyalty market by Colloquy and Maritz. Although there...Read More

Brands in the life sciences industry are not utilizing digital marketing to its full potential. For many, it seems easy enough to collaborate with the digital agency and legal teams to prepare the assets for distribution through digital media and...Read More