There are countless connection points that bind the experience of a company’s customers to that of its employees. How do you leverage that connection to better support your CX strategy? Here are a few tips to keep in mind as you get started...Read More

OK. You know, I know it: we don’t do enough to engage our employees. Truth is, companies—especially new ones—often dash aside employee engagement in favor of concentrating fully on their customers. Big mistake! If your workers...Read More

Customer-obsessed companies leveraging social media to engage and spread their marketing communications face an interesting challenge as consumers use these same channels for their own direct inquiries. In most companies, marketers are tasked with...Read More

Advanced analytics techniques are enhancing loyalty program investment cases and helping to more consistently blend financial and marketing objectives. Most customers love being rewarded for brand loyalty, and businesses love loyal customers. It...Read More

Mobile Loyalty in the Here and Now In a retail environment, mobile is no longer thought of for just browsing and shopping. Mobile is now a must have, key component to any omni channel strategy. Mobile is also increasingly playing a larger role...Read More

The flood of diverse content today−coming from both traditional and emerging sources−should be a benefit to those involved in developing and delivering marketing campaigns. While it’s true that the possibilities may seem endless,...Read More

We’ve seen it happen numerous times and even moreso lately in the airline industry. One tweet, post, or video can instantly thrust a brand into the spotlight for all the wrong reasons. When a sub-optimal customer experience is delivered, and...Read More

We live in an on-demand, 24/7 world. Customer service expectations have never been higher. When issues or questions arise, the acceptable speed of response is becoming shorter. Companies slow to answer risk jeopardizing customer loyalty.In a...Read More

We have a lot of information about our customers from how they interact with us – what they buy, what emails they open, where they go on our website. A lot of brands also have third party data to get more information such as demographics...Read More

Brands are transforming their loyalty programs from rewards based to include experiences that increase engagement leading to authentic customer loyalty. As loyalty programs continue to evolve, marketers must be equipped with the fundamental...Read More