“Recovering a modicum of equilibrium across consumer behaviors and technology innovation will require organizational alacrity, a laser focus on customer needs and a balanced embrace of automation.”—Charles Golvin, Senior Director...Read More

Environmentally focused consumers are pressuring companies to implement sustainable practices beyond greenwashing—or lose their loyalty. Greta Thunberg certainly has shaken up the global conversation on climate change, and we have seen how...Read More

Adding incentives to your surveys can boost response rates, increase engagement, and lead to more completed surveys in the future. But incorrect use of these incentives can lead to unredeemed gifts, unsatisfied respondents, and lower engagement...Read More

This fall, the Loyalty360 brand committees expressed a need to focus on a small group of trends and topics to help guide the focus for the next year. Several very important trends were initially suggested and the overall Loyalty360 membership was...Read More

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been focused on improving patient...Read More

For marketers, metrics matter. They define when and where to interact with customers. They indicate how loyal a customer is to your brand and identify ways to create more seamless experiences. They even — and maybe most importantly &mdash...Read More

Connect, connection, and connected.These are all words we use on a regular basis, especially when we’re talking about customer loyalty.Before the digital age, when customers shopped at their favorite stores, they were often unrecognized. Not...Read More

When in cloud    Cloud computing has been around for so long that, for some, it has become somewhat of a cliché. It is predicted that the term will soon end up on a buzzword graveyard1, the reason being...Read More

Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistently see brands launching unique...Read More

Hotel loyalty programs continue to attract large amounts of customers – 46% of US consumers have joined a hotel loyalty program at some point in their lives. Globally, hotel brands largely use a spend-and-burn structure with...Read More