Luke Russell

Chili’s Grill & Bar, the flagship brand of Brinker International, Inc., didn’t perform up to expectations during its fiscal third quarter and CEO Wyman Roberts wants to invest more in the brand in several key areas, notably its...Read More

Building customer loyalty is an often daunting task, replete with a myriad of factors connected to leveraging key behavioral and transactional insights. One customer segment−Millennial Moms−comprises a key target area for building...Read More

Officials at CIBC (Canadian Imperial Bank of Commerce) always are seeking new ways to augment the customer experience through technology, and they believe that extending virtual agents to Facebook Messaging makes sense. Messaging for Facebook...Read More

Any marketer would love to wear the proverbial crown of customer loyalty king in its respective industry for one year. This estimable honor was bestowed on Discover Financial Services recently for the 20th consecutive year. During the company...Read More

Target and Walmart already have more than their fair share of customer loyalty. And if either company ever offered banking options, that customer loyalty could soar. According to a new study from NTT Data, 47% of U.S. consumers would consider...Read More

Mother’s Day is quickly approaching (May 8th, consider this your reminder!), and according to customer loyalty consulting agency Brand Keys, the gifts will be even more plentiful than last year. A survey by the company has found a 6...Read More

Strong bonds of loyalty and enduing relationships among family and friends go hand in hand. Most people enjoy sharing memorable experiences with those closest to them, and through a unique customer engagement initiative, InterContinental Hotels...Read More

As an acknowledgement to the growing importance of customer service as a driver of brand loyalty, Frost & Sullivan has announced the 2016 Customer Service Excellence Recognition program. The program is designed as a way to bring attention to...Read More

Tom+Chee is not a typical sandwich shop: the Cincinnati-based chain offers a variety of twists on classic grilled cheese, and is now setting its sights on the mobile app space. The brand launched its app earlier this week in recognition of...Read More

The glitz and glamor of Las Vegas is coming to the tropical setting of the Bahamas thanks to an enormous alliance between two hospitality and entertainment powerhouses. Atlantis, a Bahamas resort, is partnering with Caesars entertainment to...Read More