Luke Russell

Two years ago, then-Mercedes Benz CEO Steven Cannon said customer experience is the new marketing.  Sally Beauty, the largest retailer of professional beauty supplies in the world, has taken Cannon’s words to heart, as it...Read More

Since Dunkin’ Donuts launched its highly successful DD Perks loyalty program in January 2014, company officials have gleaned key customer insights to maintain and enhance its excellence. To celebrate the more than five million members of...Read More

Where is customer loyalty headed? According to a new study from ICLP, only 14 percent of U.S. consumers are devoted to their favorite brands, meaning that 86 percent are inclined to “cheat” by engaging and shopping with competitors...Read More

At Loyalty360, we regularly speak to brands about the theme of simplicity and how it helps customers engage with them, how it helps customers understand how to efficiently use a specific loyalty program, how it lends itself to a seamless shopping...Read More

Officials at adidas Football (soccer to U.S. fans) wanted to appeal to its grassroots community of fans through a current and relevant technology that will elevate customer engagement. As a result, adidas Football, with a big assist from NewStore...Read More

Officials at Panera Bread have successfully followed a path of customer loyalty that has enhanced the brand’s image and value among its customer base. During Panera’s recent third-quarter earnings conference call, Ron Shaich, company...Read More

Customer experience is viewed as the great differentiator among loyalty marketers. Consequently, Verint Systems Inc. and research and advisory firm Forrester recently partnered to provide a holistic approach to customer experience measurement and...Read More

What makes a customer experience memorable? Emotional customer engagement is deemed the ultimate consumer connection because it evokes deep memories attached to a brand or experience, and are often indelibly linked to customer loyalty. On Nov. 17...Read More

In life, passion is found in many things for a variety of reasons. Passion in the market place, a true commitment that permeates an entire organization, can be the integral fulcrum that generates and sustains customer engagement and customer...Read More

When it comes to extended brand loyalty, AAMCO Transmissions knows a little something about commitment, devotion, and advocacy.   As franchisor of the world’s largest branded chain of transmission specialists and an industry...Read More