To manage the business curve of COVID-19, start by understanding the three phases of this crisis: Panic and Disruption, Fear and Isolation, and Recovery and the New Normal.Today we are publishing our first thoughts on how organizations should...Read More

To keep customers active in your loyalty program, it’s essential to reward members beyond discounts and demonstrate the value of continuous participation. Research featured in the International Journal of Hospitality Management...Read More

Sometimes a single B2B/ B2C brand can have multiple, disconnected loyalty reward programs to drive different business objectives. The most recent example of such situation which had everyone talking was the Marriott Bonvoy rewards program. This...Read More

As I write this, 223 million Americans have been ordered to stay home; by the time you read this, many more are likely to be sheltering in place.In an amazingly short period of time, our work and home lives have been transformed. Home...Read More

Think about the way you watch TV. Who wants to wait a week for a new episode to come out?Now, instead of having to wait for episodes to come out, you can binge watch most shows by streaming them instantly.Instant gratification isn’t just a...Read More

Mitigating the customer impact of COVID-19 will require steady brand leadership and empathy – learn what it takes to weather the storm and come out ahead on the other side.For brands and customers, we are living through an extraordinary...Read More

This is the third article in our series focusing on the importance of customer loyalty and retention during an economic crisis. Our first article spoke about enhancing your tactics to increase your customer retention rates, which you can read...Read More

The COVID-19 pandemic is creating a new reality for brands and everyone is feeling the impact.In mid-March, as the crisis began spreading in the U.S., just over 70% of U.S. consumers indicated that coronavirus was impacting their day-to-day lives....Read More

During global pandemics like the coronavirus crisis, travel brands that are flexible and transparent with their customers—while finding ways to lessen their anxiety—are well-positioned for the future. Empty shelves at Target stores...Read More

Our new normal is something nobody expected in their wildest dreams. As the world is continuously preparing to combat COVID-19, customers are facing a huge slew of challenges including longer customer service wait times, shortages of products...Read More