“On the first day of loyalty marketing nirvana, my loyalty marketing mentor gave to me…”It’s not a partridge in a pear tree. What does one do with a partridge in a pear tree, anyway? Partridges, pear trees, partridge...Read More

The holiday season is upon us. It’s the time of year to give thanks and celebrate with those we hold dear.So how does this translate to loyalty marketing?For loyalty marketers, the customer is the person we hold dear. We know that...Read More

Marketing is going through a time of significant change as it embraces a new form of customer loyalty driven by right-time marketing. Few people tell the story better than our own David Rosen. Rosen is particularly good at articulating how today...Read More

We spent the past two weeks in Peru and had a great chance to go back in customer experience time. For people accustomed to shopping, traveling and searching for information (often while shopping and traveling), Peru was a stark contrast to what...Read More

Customers are rarely a homogenous group. They differ greatly in revenue potential, levels of loyalty, and frequency of contact. What makes loyalty work, therefore, is an ability to segment your customers using powerful analytics. Segmentation...Read More

by Jeanne Roué-TaylorForrester updated its view into Customer Experience Management (CEM) earlier this year, with very interesting survey data. Retail continues to score highest among consumers and airlines stayed near the bottom. That...Read More

We’ve spent most of our lives hearing about the law of supply and demand. Brands create supply through manufacturing and the building out of service capabilities. Through marketing, quality, and some amount of skill and good fortune...Read More

In a recent post, 3 Reasons Loyalty Programs Aren’t Optional, I pointed out why loyalty programs are a critical part of customer engagement. A sudden surge in tablets and smartphones, the phenomena of Big Data, and the need for customer...Read More

How well do you know your customers? While most brands would say they know their ideal shopper, how many can break down their customer engagement into finely tuned segments based on analytics? Some can, but too many are still behind the...Read More

There’s an enormous amount of buzz in the marketplace around loyalty. But how many of the conversations make the distinction between the two kinds: one of them that’s good for the moment and the other that’s good for the long...Read More