Is great customer service really worth the effort? It might seem like a no-brainer, but many businesses struggle with this question. The answer is yes:  loyal customers are satisfied customers. Therefore, succeeding in today's...Read More

As video is becoming more and more essential to how businesses communicate with their audiences—whether potential customers, current customers, or employees—a video platform (VP) has become a necessary and useful tool for many business...Read More

Retailers are squandering time, energy, and investment on outdated loyalty models that don’t work.According to a recent Accenture survey, 78 percent of U.S. consumers are retracting from loyalty programs. Most of that withdrawal...Read More

We’re now a month into 2017, and like many small business owners and entrepreneurs, you’ve used January to recover from the holidays, refresh your New Year’s marketing and solidify business plans and goals for the remainder of...Read More

Gartner suggests 2017 could be the year that CMOs spend more on IT than CIOs. If that proves to be the case, they’d better be equipped to spend those dollars wisely.In a world of platforms, ecosystems and communities, CMOs will need experts...Read More

You’ve provided your loyalty members with a product, service or experience they can rely on, but is that enough? Offering a great service is the perfect way to begin, however the process shouldn’t end there. If you want great customer...Read More

The way companies collect and use data, and the way their customers share it, is changing. In the past, many companies simply assumed their customers were happy to share their data: the “implied consent” model. Now, the emphasis is on ...Read More

We love it when research reinforces what we’ve been saying all along: it’s not enough for customers to be loyal to brands; brands must be loyal to customers.A recent study by Wunderman contends that there is a new...Read More

Truly reaching your audience requires an ability to identify consumer insights that enable you to communicate to your customers as individuals. But perhaps you’re starting by focusing on the wrong generation or putting too much emphasis on...Read More

More than 30% of consumers around the world would rather do the dishes or the laundry than go shopping in a physical store. And 40% consider going to the store a chore that must be done. Yet off they go, giving in-store transactions credit for...Read More