Luke Russell

Online retailer Zappos.com, which last month unveiled its first-ever loyalty program, Zappos Rewards, will for the second consecutive year work with Best Friends Animal Society to sponsor pet adoptions and promote brand loyalty this holiday...Read More

One year ago, Williams-Sonoma CEO Laura Alber touted the company’s mission of providing memorable customer experience. “We are pursuing distinct strategies to grow each of our brands and we are relentlessly focused on our customers...Read More

Two loyalty industry topics emerged at the recent Forrester CXSF Conference: Chatbots and The Internet of Things (IoT). During his session, “IoT and Connected Products: The New Frontier for Customer Experience,” at the recent...Read More

For Hilton Worldwide officials, technology innovation is always at the forefront of customer engagement strategy because it often leads to brand loyalty. But, Hilton didn’t gain its meritorious status as a technology leader by simply...Read More

Officials at Staples, the world’s largest office solutions provider, and one of the biggest Internet retailers, wanted to ramp up their customer engagement efforts and, through a new partnership with Managed by Q−a web-based technology...Read More

Digital technology has been on the minds of various CEOs in recent years. Just last year, Bed Bath & Beyond CEO Steven Temares talked about how digital technology is changing the way people shop, impacting customer engagement at every turn...Read More

For Marriott International, its acquisition of Starwood Hotels and Resorts Worldwide was a massive deal that enlarges its loyalty program pool considerably. During Marriott’s Nov. 8 third-quarter earnings conference call, Marriott...Read More

Officials at Maritz Motivation Solutions have been closely monitoring the threat of fraud in loyalty programs. Now, Maritz has taken its concerns a step higher with the introduction of a new LoyaltyNext® Fraud Management Suite, an evolution...Read More

Creating a seamless customer experience after a merger can often be challenging, but when two fairly young companies merge−like DraftKings and FanDuel−future results look promising. The two companies−which offer daily, weekly...Read More

Most customer experiences aren’t memorable according to Howard Lax, head of customer strategies, Americas, Kantar TNS. But, there is one element that makes them memorable: emotions. “Whether positive or negative, the key to...Read More