By Jeanne Roué Taylor There are few topics hotter than Big Data. There are few professions being transformed by Big Data more than marketing, with the conversation rapidly shifting to customer engagement through loyalty programs; these...Read More

By Jeanne Roué Taylor There’s so much customer data around us, and it gets richer and faster each and every day. People are talking non-stop about Big Data and its many uses in various parts of the market. But what’s not...Read More

By Jeanne Roué Taylor Beaches, believe it or not, are a fantastic way to analogize customer engagement, Big Data and right-time marketing. Everyone loves the beach and its complex interaction of soil, wind, sea, geography, and...Read More

By Jeanne Roué Taylor It wasn’t long ago that marketing was all about the art of segmentation, message and ad spend. For some it still is, but for some clever marketers, the dark art days of marketing are over, replaced by customer...Read More

The enormous amount of ink being spilled around Big Data often includes the phrase “amazing insights.” At the same time, there’s plenty being said about the need to know and respond to your customers in the timeframes that...Read More

By Jeanne Roué Taylor It would be hard to overstate the level of attention being given to Big Data over the last several years. Is it really what The Economist calls a “data deluge,” and is Popular Science accurate when they...Read More

We hear those words constantly in conversations about customer engagement.  There’s a broad perception that changes in technology, and buying patterns have upset any previous balance in brand loyalty.  Nowhere is this greater...Read More

By Jeanne Roué Taylor Today, I found out that a major electronics retailer no longer considers me a high-value customer. As I left the register, they reminded me that I had 15 days to return my items, a significantly shorter period than...Read More

By Jeanne Roué Taylor Recently, I had a great bad experience in brand social media use. It was great as a timely reminder of the danger of impersonal customer engagement, especially for someone who works in customer loyalty. It was bad...Read More

The science and art of customer loyalty are changing rapidly, and that’s not much of a surprise to most. As customers, we show our retail loyalty when bookmark our favorite brands and use our favorite retailers’ apps on our...Read More