The term “customer experience” has pervaded marketing conversations for years now, and yet perhaps the most important piece of customer experience isn’t the experience, or even the customer. This is because the backbone of CX...Read More

As loyalty programs achieve new levels of ubiquity, loyalty points and tiers look more and more like a traditional currency every day. With that revelation comes a slew of advantages: Customers have an incredible range of options when deciding how...Read More

For many, marketing is all about the customer: Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line. This...Read More

Companies today agree that customer experience plays an important role in building loyalty, but many brands still overlook CX in favor of more tangible, metric-driven initiatives. This mindset may be changing, however, as more research comes out...Read More

For several years now, a strong digital presence has been a defining trait of small businesses that have been able to separate from the pack. While mega-corporations like Apple and Google are expected to have a strong, almost universal presence...Read More

Earlier this week, Choice Hotels announced exclusive discounted rates for Choice Privileges members that book directly through the site or Choice mobile app. This isn’t the first time a hotel chain has offered this kind of deal (and it...Read More

Defining a brand’s power is easier said than done. What constitutes brand power? Is it revenue? Number of customers? Societal impact? A combination? Brand innovation firm Tenet Partners tackles this dilemma in their annual “100 Most...Read More

The Harris Poll has revealed its 2016 EquiTrend Study insurance rankings and, in what seems to be a trend across the board, the news isn’t encouraging. Overall customer satisfaction with the brands is down, exhibiting both a failure of...Read More

Surprise and delight, as a loyalty strategy, brings with it an inherent sense of diminishing returns. Presenting a loyal customer with surprise perks is a proven method of building consumer relationships, but what happens when brands go overboard...Read More

Over the past several years, Millennials have been the hottest topic in marketing. Just hearing the word conjures up a veritable buffet of emotions: Analysts try to understand them, marketers try to engage them, and Millennials themselves, for the...Read More