Take a moment to think about your most fulfilling relationship. Now, think about the qualities that make that relationship successful. I’m willing to bet that one of the qualities that makes that relationship so successful is each person...Read More

It’s been an exciting year for Wine.com after it launched a new website and new app last year, with increased traffic to its mobile site, and consumers are feeling more comfortable ordering on their phones. Millennials comprise a key...Read More

In my recent article, I introduced the concept of powering lifetime connections and shared the first of three stages – getting to know the customer. Here, I’ll discuss the second stage: creating a plan for ongoing dialogue. Marketers...Read More

After Best Western Hotels & Resorts launched a transformative brand refresh in 2015, the primary objective was to signal that Best Western is a contemporary and relevant brand, worthy of today’s travelers. Now, with the introduction of...Read More

Danaher Corporation is a global science and technology innovator committed to helping its customers solve complex challenges and improving quality of life around the world. Its family of world class brands has leadership positions in some of the...Read More

Are loyalty programs effective for luxury retailers? The typical tactics of discounts and coupons aren't quite on-brand. However, with a majority of sales often coming from a small segment of their customer base, luxury retailers are in need...Read More

I recently watched an old video of the O’Jays singing and dancing to “Give the People What They Want” and couldn’t help but feel nostalgic. This video was from Soul Train, which I remember watching on my cable-free...Read More

Every week we see examples of triumphs and failures from brands trying to navigate social media-based customer service. An example of a brand offering quality service happened recently with a customer onboard a Southwest flight who could not watch...Read More

Loyalty programs are a great way to build lasting customer relationships and turn frequent or even first-time customers into long-term brand advocates. A customer who feels valued and connected to a brand is more likely to make repeat purchases...Read More

As loyalty programs are becoming more complex within the restaurant industry, it’s important to take time to review your program to ensure it continues to meet the wants and needs of your diners. Schedule time to evaluate your program and...Read More