Luke Russell

Millions of people send Tweets to marketers due to a variety of customer service issues. But, the marketers that respond and acknowledge customer service-related Tweets from customers place themselves in line to receive a lift in brand loyalty...Read More

For officials at Finish Line, customer loyalty is a major priority. It means so much to them that the theme is apparent in every business decision that is made. “We have developed an authentic and engaging relationship with the...Read More

Ecommerce is such an important channel for so many brands today and customers love to buy online for the quickness and convenience it offers. So how much disparity can there be between the customer experience online, compared to brick-and-mortar...Read More

Ernan Roman, president of ERDM, which conducts specialized Voice of Customer (VoC) Relationship Research to identify Customer Experience (CX) strategies and actions, knows some telltale signs of a brand’s commitment to a...Read More

Home furnishings retailer West Elm, which is part of the Williams-Sonoma portfolio of brands, is making a bold move into the travel and hospitality industry with the launch of West Elm HOTELS. On the heels of 26 consecutive quarters of double...Read More

It’s been a difficult year, fiscally speaking, for Sears Holdings Corporation, and its poor numbers continue to shadow the venerable company and threaten its brand loyalty. Eddie Lampert, Sears Holdings Corp.’s Chairman and CEO, took...Read More

Delivering value is a key indicator of a brand’s customer loyalty. Internal metrics aside, it’s the level at which a brand delivers value to its customers that dictates their loyalty. Loyalty360 will host a webinar on Thursday, Oct. 6...Read More

As summer officially passed into fall, that means the all-important holiday season is nearly upon us. As companies bring various strategies to the holiday season, loyalty marketers always seek any advice that will help them create better customer...Read More

At Sentient Jet, one of the leading private aviation companies in the country, officials noticed an uptick in social media customer engagement and, given the level of mobile pervasiveness now in society, they felt it was time to launch a new...Read More

A new report from Beckon analyzed marketing performance across many of the world’s top brands, focusing on opportunities and recommendations for marketers. Included among the topics studied were: Content creation, non-working media spend...Read More