How would your customer satisfaction scores increase if you could effectively help customers immediately, regardless of the number of inquiries?  Is this a pipe dream, the promise of bots powered by artificial intelligence or within your...Read More

Fast-changing media, ecommerce and constantly-connected consumers are among the reasons that building and keeping customer loyalty is one of the major challenges marketers are currently facing. New research confirmed that loyalty points can be...Read More

While many estimates claim that the vast majority of purchases are still made in brick and mortar retailers, this is no time for brands to remain complacent. The in-store shopping experience might be the dominant paradigm for the time being, but...Read More

“Focus on your best customers.” “Go after the big fish.” “Drive greater customer profitability.”You have probably said some version of these statements to your team or have been given such mandates by your boss....Read More

Most companies recognize the importance of great customer service and the importance of rewarding employees for great performance. Put these two things together, and it makes sense for companies to tie the size of their employees’ paychecks...Read More

What would you expect from a customer who has 2,000 followers on Instagram or more than 50,000 views on YouTube? Is she someone you would expect to be a loyal customer? If your answer is yes, think again. On a macro-level, social media has given...Read More

Growing and maintaining a successful loyalty program requires a strategic acquisition and retention framework that brings in quality members and keeps them actively engaged over time. Many loyalty marketers focus their valuable time and money on...Read More

Exceptional employee performances deliver exceptional customer experiences – which in turn drive exceptional financial results. How confident are you that all your Promoters are actually engaged employees? We all know co-workers who are well...Read More

As competition for customer share of wallet continues to increase, having an accurate and complete view of customer information is critical to effective implementation of customer loyalty programs.  Retailers with multiple channels are often...Read More

How great UX engenders brand loyaltyI’ve been working on a deck for my executive team that talks about user experience. In it, I discuss what it actually means to work as a User Experience professional as well as the difference between...Read More