For businesses, the biggest digital hurdle in 2017 is closing the customer experience (CX) gap. Recent Capgemini data reveals that 75 percent of businesses believe they are customer-centric–but with only 30 percent of consumers agreeing with...Read More

(The following story is true. The names have been changed to protect the innocent ... and prevent the guilty from suing.)Meet Mark, the friendly customer service representative at a car dealership that shall remain nameless. Needless to say, it...Read More

Now in its seventh year, the Loyalty Report 2017 reveals that consumers have reached their Program engagement threshold despite an upward trend in new Program memberships. Our research finds that new Program enrollment has grown by 31...Read More

The CPG personal care industry saw a dramatic year in 2016, with more disruption on the horizon. Fueling this movement is the increasing influence of multicultural populations, all-natural products, and direct-to-consumer online distribution...Read More

“Effective immediately, we are placing the customer experience strategy on pause,” was the simple and unexpected message from the CEO’s office. We were already on the road rolling out an approved strategy, and the early signs...Read More

If you go on a first date but aren’t able to establish a connection, it’s usually no big deal. After all, there are plenty of other fish in the sea! But when you operate a restaurant and you’re not compatible with your guests...Read More

Now, more than ever, businesses have no shortage of tools for interacting with customers and collecting data on their wants, needs and behaviors. Analyzing and using this data to improve customer engagement should be easy. But the customer...Read More

As someone who once planned to build a career focused on lotions, potions and color, then discovered her career in technology, I find myself particularly intrigued when the cosmetic world incorporates tech into their customer experience &ndash...Read More

People think of personalization in many ways. Some, very simplistically: a first name on an email. Others, view it as much more: providing personalized experiences based on a holistic view of the customer. As companies continue to gather...Read More

There are many different types of reward programs which make it challenging to choose which one is best suited for your brand. Ultimately, there are four considerations to always keep in mind when designing a program.1. Design for &ldquo...Read More