Luke Russell

For online retailer Zappos.com, its recently unveiled and first-ever loyalty program, Zappos Rewards, is a natural next step. The four-tier program will allow customers to earn rewards points toward future purchases, get free expedited shipping on...Read More

Customer panels can truly enhance value and extend brand loyalty, according to Brian Koma, VP & CX Practice Leader, Verint Systems; and Sean Mahoney, CCXP, Director, Solutions Consulting, Verint Systems. Loyalty360 hosted a webinar on...Read More

Dunkin’ Donuts has always had a loyal customer base, which has grown exponentially since early 2014 following the launch of the very popular DD Perks loyalty program. Now, through a partnership with Salesforce, Dunkin’ Donuts...Read More

With a quarter of the NFL season in the books, the Green Bay Packers stand at 2-1, coming off a bye week with a Sunday night showdown at home looming against the New York Giants. Packers fans have something else to root for, engage in, and express...Read More

The allure of true omnichannel marketing has been an object of obsession for loyalty marketers. Given the plethora of touch points between brands and an increasingly mobile-first customer, along with volumes of data that can be captured from...Read More

Millions of people send Tweets to marketers due to a variety of customer service issues. But, the marketers that respond and acknowledge customer service-related Tweets from customers place themselves in line to receive a lift in brand loyalty...Read More

For officials at Finish Line, customer loyalty is a major priority. It means so much to them that the theme is apparent in every business decision that is made. “We have developed an authentic and engaging relationship with the...Read More

Ecommerce is such an important channel for so many brands today and customers love to buy online for the quickness and convenience it offers. So how much disparity can there be between the customer experience online, compared to brick-and-mortar...Read More

Ernan Roman, president of ERDM, which conducts specialized Voice of Customer (VoC) Relationship Research to identify Customer Experience (CX) strategies and actions, knows some telltale signs of a brand’s commitment to a...Read More

Home furnishings retailer West Elm, which is part of the Williams-Sonoma portfolio of brands, is making a bold move into the travel and hospitality industry with the launch of West Elm HOTELS. On the heels of 26 consecutive quarters of double...Read More