Videos & Podcasts

The value consumers place on customer service continues to increase as they look for differentiated experiences in the world of increasingly commoditized products and services.  Throughout my career in marketing, I’ve had the...Read More

Over the last decade, Retail, specifically brick and mortar, has been the poster child for digital disruption. As marketers and merchandisers begin to strategize about where they want to be in 2020, they will need to consider many elements of...Read More

According to Nielsen, 92 percent of consumers trust recommendations from friends and family over all forms of advertising. There’s tremendous power in brand advocacy. That’s why USA Track & Field has taken great strides to ...Read More

Loyalty marketers have become too focused on the technical and tactical side of marketing, but the connection between brand and customer is about so much more than serving a consistent experience across mediums and devices. Are you ready for the...Read More

This episode of the Loyalty Management podcast series is titled "Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience", written by Lonnie Mayne of InMoment.  Customer Experience is maturing. I...Read More

Face it – most CX programs start with surveys, so why not avoid the most common mistakes before you ramp up your program?  We’ll give you best practices for question design and deployment techniques, all the way through to...Read More

Surveys are great resources, but they’re only part of a comprehensive CX program. Learn about the options you have to tune into customers in a multi-channel world of surveys, chat sessions, email, social media postings and SMS.Speakers...Read More

Effectively collecting feedback is the first step in a successful customer experience program. Without meaningful feedback, it’s next to impossible to gauge satisfaction rates or identify areas to improve and actions to take. But too often...Read More

The past year saw an increasing number of consumers opt-in to a variety of different loyalty programs. The Loyalty Report 2015 study shows consumers overwhelmingly agree that loyalty programs are worth the effort, and it appears the...Read More

Today, customers have more information, more options, and more control over the buying process than ever before. As a result, you must dedicate even more effort and resources to acquiring, engaging, and retaining your customers.Loyalty programs...Read More