When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long been focused on improving patient...Read More

For marketers, metrics matter. They define when and where to interact with customers. They indicate how loyal a customer is to your brand and identify ways to create more seamless experiences. They even — and maybe most importantly &mdash...Read More

Connect, connection, and connected.These are all words we use on a regular basis, especially when we’re talking about customer loyalty.Before the digital age, when customers shopped at their favorite stores, they were often unrecognized. Not...Read More

When in cloud    Cloud computing has been around for so long that, for some, it has become somewhat of a cliché. It is predicted that the term will soon end up on a buzzword graveyard1, the reason being...Read More

Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistently see brands launching unique...Read More

Hotel loyalty programs continue to attract large amounts of customers – 46% of US consumers have joined a hotel loyalty program at some point in their lives. Globally, hotel brands largely use a spend-and-burn structure with...Read More

The main purpose of every loyalty program is very simple from the customer perspective – they sign up because they want to be recognized and rewarded. As long as a business operates on double digit...Read More

As a researcher, you know that getting the quantity of responses needed for actionable insights is just half the battle. You also need participants to be completely honest in their responses. To improve response rates researchers are increasingly...Read More

Grocers are running to catch up to Amazon Go’s “pay and just walk out” store model. Some like Tesco are adding similar over-head camera technology to automate scanning. Others such as Kroger are piloting &ldquo...Read More

From January 1, 2020, the CCPA will protect the privacy of consumers based in California, one of the most populous states in the United States. Companies that infringe upon it can risk consumer backlash and huge fines, so it’s important you...Read More