Luke Russell

We’ve all read customer reviews on third-party sites online about their respective experiences at a particular restaurant, store, or with any other service company. For the most part, the reviews are left by people who had an extreme...Read More

At The Finish Line, its fiscal second-quarter results reflected a challenging time for the company and the industry. Consolidated net sales decreased 3.3 percent year-over-year while comparable store sales fell 4.5 percent. The Finish Line CEO...Read More

Could Amazon, Facebook, or Google be our banks of the future? Well, according to a new study from LivePerson, that could be the case. Nearly half of Gen Z respondents (43.2 percent) believe that big technology companies like Amazon, Facebook...Read More

Manchester United is one of the most popular and recognizable professional sports teams on earth. With nearly 660 million global supporters, Manchester United always wants to improve the customer experience to maintain its lofty global standing...Read More

The Parking Spot, the nation’s largest owner and operator of near-airport parking properties, recently announced a new tiered structure for its Spot Club rewards program. Spot Club members can now earn more savings, receive priority customer...Read More

One thing that loyalty marketers always want to see with a loyalty program is increased membership. And that is exactly what officials at Choice Hotels have seen since they relaunched the Choice Privileges loyalty program in early 2016. &ldquo...Read More

Panera Bread CEO Ron Shaich is so confident about his company’s new approach to the children’s menu that he has challenged CEOs everywhere to join him in eating from their respective kid menus exclusively for seven straight days...Read More

Strativity Group conducted eye-opening research titled, “National IMCO Employee Engagement Study,” which looked at the powerful impact that strong leadership can have on employee engagement and, in turn, brand loyalty. Loyalty360...Read More

Making emotional connections is such an integral component customer loyalty today. Officials at 1-800-Flowers.com believe that a new national initiative with Westwood One can definitely result in making strong emotional connections with customers....Read More

In this day and age of sky-high customer expectations amid an array of options, a CEO’s job is never done. Creating and sustaining memorable customer experiences that drive brand loyalty is a never-ending task. At Bed Bath & Beyond, CEO...Read More