Industry Contributed Research

“It is better to give than to receive,” or so the saying goes. But as a time-starved and convenience-centric society grows increasingly fond of giving digital gift cards whenever gift giving is called for these days, both sides of the...Read More

Call it the “age of the customer” or the era of the “Internet of me”...just don’t call it an engagement landscape that brands control. Customers are absolutely in the driver’s seat, defining which channels they...Read More

With over 54,000 users of the Medallia system at 4,000+ properties and 10 brands in 90+ countries, a leading global hospitality company is wired to the voice of its guests. The company calls its guest experience program Satisfaction and Loyalty...Read More

As a mutual organisation, the Co-operative logically wants to make customers central to everything it does. For its diverse businesses with different histories, the challenge was to create a ‘joined up customer strategy’. To this end...Read More

Keeping customers engaged with a multichannel loyalty program is a must if brands want to set themselves apart from the crowd. With so many programs to choose from, finding the right ways to do just that can be challenging.This new e-book, 52 Ways...Read More

In the last few decades, the word “loyalty” has gone from representing a strong feeling of support, allegiance, and even love, to being synonymous with points programs and cards. Yet it’s the original sentiment...Read More

Reaching out to customers and simplifying their buying choices right when they need it has always been the holy grail of retail marketing. New and effective marketing technologies along with analytics present retailers the ability to deploy...Read More

As a customer yourself, you can intuit the value of great customer experience. But when it comes to making decisions and prioritizing actions inside your business, intuition is rarely enough. Capital investment and organizational changes often...Read More

Every quarter, Kobie meets with banking clients and financial institutions to discuss loyalty trends and innovative ways to drive activation and usage, increase share of wallet and decrease churn while providing newup-sell and cross-sell...Read More

It’s easy to get lost in all the data you can collect, trying to find insights and focus on the right metrics. But “Big Data” is more than just a buzzword. When leveraged correctly, customer-centric data drives real, sustained...Read More