Luke Russell

In 2014, Red Lion Hotels Corporation (RLHC) transitioned its loyalty program from a points-based model (R&R Club) to a recognition-based model (Hello Rewards), which recognizes and rewards members for doing things they already love to do and...Read More

During Marvin Ellison’s 15 months as CEO of J.C. Penney, he has been thoroughly impressed and blown away by the store associates’ “warrior spirit” that drives the internal culture and has triggered positive fiscal results...Read More

While its founder is making headlines elsewhere, Trump Hotels has announced a revamp of the Trump Card Privileges Program. The loyalty program is designed to be as personal as the guest desires, and is in place at any destination within the Trump...Read More

The Temkin Group sees a problem in how companies are trying to drive customer loyalty. According to the Chicago-based firm’s past research, organizations are overlooking perhaps the most important component of loyalty: Emotion. In a Temkin...Read More

Since Starbucks announced changes to its loyalty program on Feb. 22−the My Starbucks Rewards loyalty program will now be based on how much money customers spend rather than number of visits−most of the prominent social media comments...Read More

For college basketball fans, the “most wonderful time of year” comes in March−otherwise known as March Madness. This year, California Pizza Kitchen (CPK) is getting in on the madness with two promotions that look to build...Read More

The term “pet friendly” can now be applied to a professional sports franchise: The Arizona Diamondbacks. With a big assist from PetSmart, for each of the 13 Dog Days of Summer held at the D-backs’ Sunday home games...Read More

Amid a rather gloomy fiscal fourth-quarter recap, Macy’s CFO Karen M. Hoguet offered a light at the end of the tunnel: Digital customer engagement. Fourth-quarter sales slipped 5.3%, to $8.9 billion. “We’ve talked about overall...Read More

Roland Dickey Jr., President and CEO of Dickey’s Barbecue Pit, wanted to do something to make the company’s loyalty program stronger and more effective. In the past, Dickey’s has used the Big Yellow Cup Club to administer...Read More

Customer experience is the true differentiator for so many brands, a point not lost on Gap CEO Arthur L. Peck. Capturing that “moment of truth” is what separates the good companies from the great ones. “Historically in this...Read More