Loyalty marketing and picking pumpkins for Halloween
Would you associate loyalty marketing with Halloween? You will when you finish reading this. When we were kids we headed each October to the local farms to find the perfect pumpkin for Halloween. The...
View Article3 reasons loyalty programs aren’t an option
If you happened to be at TUCON 2013, TIBCO’s user conference, you heard about Turning Customers into Fans from Head of Client Technical Services Wen Miao. In Miao’s words, “It is no longer acceptable...
View ArticleThere are two kinds of customer loyalty
There’s an enormous amount of buzz in the marketplace around loyalty. But how many of the conversations make the distinction between the two kinds: one of them that’s good for the moment and the other...
View ArticleCustomer engagement requires knowing your crowd
How well do you know your customers? While most brands would say they know their ideal shopper, how many can break down their customer engagement into finely tuned segments based on analytics? Some...
View ArticleCustomer loyalty is the new customer service
In a recent post, 3 Reasons Loyalty Programs Aren’t Optional, I pointed out why loyalty programs are a critical part of customer engagement. A sudden surge in tablets and smartphones, the phenomena of...
View ArticleTo supply and demand, add context and timing
We’ve spent most of our lives hearing about the law of supply and demand. Brands create supply through manufacturing and the building out of service capabilities. Through marketing, quality, and some...
View ArticleWhy is great customer service so elusive?
Forrester updated its view into Customer Experience Management (CEM) earlier this year, with very interesting survey data. Retail continues to score highest among consumers and airlines stayed near the...
View ArticleSegmentation: everyone shops for a different reason
Customers are rarely a homogenous group. They differ greatly in revenue potential, levels of loyalty, and frequency of contact. What makes loyalty work, therefore, is an ability to segment your...
View ArticleThe four pillars of modern customer loyalty management
Marketing is going through a time of significant change as it embraces a new form of customer loyalty driven by right-time marketing. Few people tell the story better than Loyalty Lab‘s David Rosen....
View ArticleGoing back in customer experience time
We spent the past two weeks in Peru and had a great chance to go back in customer experience time. For people accustomed to shopping, traveling and searching for information (often while shopping and...
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