In my previous post, Loyalty Levers and the Pattern Trifecta, I defined three elements that are critical to building loyalty between a consumer and a brand: Value, Brand and Dialogue.  For the majority of situations...Read More

For more than 25 years I’ve been seeking to understand why people are ‘loyal’ to a brand and what brands can do to increase the loyalty of consumers. I’ve read countless articles including academic papers, leading business...Read More

We recently partnered with Wylei Research to better understand the ways consumers feel about brand loyalty and the drivers behind those feelings. While the study revealed some interesting findings (stay tuned for the full report), one in...Read More

As an industry, it’s time we move beyond the notion that a loyalty “program” can convert loyal customers into brand advocates. We tend to be more focused on making another sale rather than building another relationship. At the...Read More

Epsilon client Walgreens has made marketing headlines recently for their innovative Balance Rewards® loyalty platform. Just eight months after launch, the program boasts more than 100 million members. As a consumer, chances...Read More

They say the devil is in the details, and that’s especially true when it comes to loyalty programs. Loyalty programs often rely heavily on capturing transactional data that they miss vital insight that can only come from personal...Read More

With the month of January almost over, I hope you’ve all had a chance to analyze and evaluate your holiday campaigns. By this I mean diving deeper than just clicks, open and leads. While these are important metrics, the holidays are a great...Read More