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Customer Engagement Is Top of Mind at LIDS

  • October 02 2017
  • Resource: In-Depth Exclusives

LIDS has its head firmly in the loyalty marketing game thanks to some recent investments in technology. “We’ve moved into a new corporate office which allows us to use the latest technology available to connect with our brands, leagues...Read More

Are We Living in the Age of Too Much?

  • August 08 2017
  • Resource: Loyalty Today

Too many experts, too many choices, too much technology, too much data, too much media, yet it seems fewer and fewer real choices. As we have discussed in the past, there is a great opportunity to create unique engagement and loyalty between...Read More

Engagement, Voice of Customer, and Customer Experience Management Are The Three Most Important Stepping Stones In The Journey to Loyalty

  • May 16 2011
  • Resource: Multimedia

Mark Johnson, CEO - Loyalty 360 - The Loyalty Marketer's Association"Engagement," "Voice of the Customer" and "Customer Experience Management" should be center stage in any CMO’s lexicon.   Yet, in...Read More

The Challenge of Listening and Creating True Brand Loyalty

  • January 23 2015
  • Resource: Loyalty Today

When I sat down to talk to Mike Mansbach, CEO of customer engagement and insights platform Punchtab, one thing became very clear: The two of us were trying to understand the new marketing paradigm and provide value for Punchtab’s customers...Read More

[Podcast] Setting the Pace with Loyalty: Stride Rite Shifts as Its Customers Shift

  • September 25 2014
  • Resource: Multimedia

Setting the Pace with Loyalty: Stride Rite Shifts as Its Customers ShiftRead More

[Podcast] Red Lion Hotels: Where Everyone Knows Your Customer’s Name

  • September 22 2014
  • Resource: Multimedia

Click to read Red Lion Hotels: Where Everyone Knows Your Customer’s NameRead More

Reflections from the “Back of the Bus” – A Challenge of Engagement, Simplicity, and Systems

  • August 29 2014
  • Resource: Loyalty Today

I hope everyone has a relaxing Labor Day weekend! I get to spend two or three days confined to a camp grounds surrounded by other campers and four children under 10. Not sure that is the respite I’ve been promised – Labor Day may be...Read More

Reflections from the Back of the Bus: The CMO (Marketer) Challenge!

  • August 25 2014
  • Resource: Loyalty Today

It has been a while since I last penned a piece. Summer (for those of you who have kids) tends to be a time when the challenges of balance come to forefront. The challenge of balancing the logistic complexity of four kids, a family and a business...Read More

Reflections from the “Back of the Bus”?The Challenge of Confidence: A Cauldron Call for Metrics

  • May 09 2014
  • Resource: Loyalty Today

As we completed the inaugural Loyalty Landscape: State of the Industry report and Loyalty360 awards in March, we were impressed with the depth and breadth of the responses. Coming out of the research, we added a sixth C to the Five C’s ...Read More

Reflections from the "Back of the Bus"- More Turbulence from Delta

  • February 28 2014
  • Resource: Loyalty Today

            With winter making its last stand, I am itching to switch gears, quit railing on the airline industry for its confusing and myopic customer loyalty practices.  One of my key words for the new year was...Read More

Reflections from the "Back of the Bus"- How Delta Turns Customer Loyalty into a Customer’s Nightmare

  • February 18 2014
  • Resource: Loyalty Today

It continues to amaze me the opaque nature and arcane rules that govern frequent-flier and airline marketing programs in general. I had the privilege—or nightmare—of dealing with Delta reps to change a ticket that I had purchased last...Read More

Reflections from the “Back of the Bus” - The Challenge of Content Efficacy!

  • January 08 2014
  • Resource: Loyalty Today

Well, 2014 is in play now as are the Denver Broncos who will hopefully win a playoff game this year─thereby ensuring the Johnson household is a happy one. Oops! Never mind, wrong topic. Yet the thought of Peyton Manning and the Denver...Read More

Reflections from the “Back of the Bus” – 2014: A Time to Revisit the Five C’s of Loyalty!

  • December 18 2013
  • Resource: Loyalty Today

Early last year we presented the idea of the five C’s of loyalty: collaboration, content, community, commitment, and commerce. Loyalty as an idea and a discipline has evolved a great deal over the past several years and the pace of change...Read More

Reflections From the Back of the Bus: The Challenge of Loyalty and Diets – Impacting Behavior!

  • August 23 2013
  • Resource: Loyalty Today

This week (or next) many of us are “transitioning” back to school; although we may not actually be going “back” to school, many of us have children that are doing so. The “transition” back to school impacts us...Read More

Reflections from the “Back of the Bus” – The Changing Face of Loyalty, To Shutter or not to Shutter, and the Connected Vacation!

  • July 26 2013
  • Resource: Loyalty Today

The changing definition of Loyalty and the opportunity for relevanceOne of the interesting trends we have witnessed over the summer of 2013 is the increased interest in loyalty, customer centricity, and engagement; we are quite thankful for the...Read More

General Motors Lets Customers Guide It Back Toward Bright Lights: A Loyalty 360 Interview with GM’s General Director, Customer and Relationship Services

  • July 26 2013
  • Resource: Loyalty Today

Unquestionably, General Motors has endured an arduous journey in recent years, stemming from questionable vehicle quality, to market share declines, to financial losses and finally a 2009 bankruptcy and federal bailout.General Motors has emerged...Read More

Reflections from the “Back of the Bus” -- Redbox Loyalty, & The Power of an Apology (revisited)

  • July 19 2013
  • Resource: Loyalty Today

Sorry for the brief hiatus of this column. I heard from both of the people that read my piece and they were a little miffed as to why it was missing the last couple of weeks. So I blame kids, swimming, soccer, moving, and other ancillary issues. I...Read More

The Importance of Being Authentic – Loyalty 360 Interview with IBM’s Aimee Munsell

  • July 19 2013
  • Resource: Loyalty Today

Aimee Munsell, Director of Smarter Marketing for IBM, works primarily with CMOs as they and their companies adapt marketing strategies in a digital world. CMOs see very clearly what’s happening and how brand strategies now converge around...Read More

Reflections from the “Back of the Bus” – The “Power” of J.D., The Passing of a Program, and the Personnel Challenge in Marketing Operations

  • June 21 2013
  • Resource: Loyalty Today

 J.D. Power – insight from one of the founders of Customer ExperienceWe had the pleasure of interviewing J.D. Power recently regarding the upcoming release of his new book titled, “Power.” Over the next couple of weeks, we...Read More

Communication Engagement Tool for ABLY Swim Program

  • June 04 2013
  • Resource: Loyalty Today

For Tim Hart, a former world-class swimmer and transplanted Englishman from Essex situated northeast of London, engaging children and their parents starts and ends with communication.Hart, the Director of Competitive Swimming for the YMCA of...Read More

Ginga “Touches” the Engagement Factor

  • June 03 2013
  • Resource: Loyalty Today

For Derek Smith and Jon Caldwell, former professional soccer players, former teammates and former roommates, soccer has been their lifelong passion. From this partnership sprang a new passion -- Cincinnati-based The Ginga Touch.Smith and Caldwell...Read More

Ginga “Touches” the Engagement Factor

  • June 03 2013
  • Resource: Loyalty Today

For Derek Smith and Jon Caldwell, former professional soccer players, former teammates and former roommates, soccer has been their lifelong passion. From this partnership sprang a new passion -- Cincinnati-based The Ginga Touch.Smith and Caldwell...Read More

The Power of the Apology?

  • May 31 2013
  • Resource: Loyalty Today

I floated this precept in a number of the conversations I had with marketing leaders this week. It was quite amazing to hear that so many brands do not “apologize” in ANY situation. They believe in a strict adherence to corporate...Read More

The Power of the Apology?

  • May 31 2013
  • Resource: Loyalty Today

I floated this precept in a number of the conversations I had with marketing leaders this week. It was quite amazing to hear that so many brands do not “apologize” in ANY situation. They believe in a strict adherence to corporate...Read More

When a Coupon is Not a Coupon – bait and switch redux

  • May 17 2013
  • Resource: Loyalty Today

So wine, the nectar of the gods, is a revered and highly valued product in the Johnson household. My wife has imbued to (in) me the value and unique attributes a red vintage has on the soul and enhanced introspection that comes from imbibing said...Read More

Reflections from the "Back of the Bus" - Moving Edition

  • May 16 2013
  • Resource: Loyalty Today

For the sake of a better title, I decided to call this one the “moving edition.” As some of you know, I am in the process of moving. One of the things I have learned about this “process” is that there are a lot of people...Read More

A Loyalty Promise at Kings Soccer Academy

  • May 06 2013
  • Resource: Loyalty Today

Roby Stahl’s name is nearly synonymous with soccer starting with his playing days at the University of Akron to U.S. National teams to playing professionally here and abroad, and following that up with a legendary coaching career around the...Read More

Reflections from the “Back of the Bus” – A Genuflection to Loyalty (varied thoughts for the week)

  • April 26 2013
  • Resource: Loyalty Today

So I was struggling with what to call this. As most of you know (who know me), I have a HORRIBLE attention issue. I think it is called ADHD. I have the attention span of nearly 5 minutes and really try to work within those confines. Hmm, maybe...Read More

Video: Loyalty 360 CEO Mark Johnson Speaks To Fox News About Creating Loyal Customers

  • March 04 2011
  • Resource: Multimedia

Loyalty 360 CEO Mark Johnson Speaks To Fox News About Creating Loyal Customers. Read More

A Review of the 2010 DMA's Digital Marketing Days by Mark Johnson, President and CEO of Loyalty 360

  • June 22 2010
  • Resource: Multimedia

I just had the pleasure to attend the 2010 DMA Digital Marketing Days (June 14-16th, 2010) at the Hilton in New York City. I enjoyed a variety of great sessions that focused on the turbulent,  dynamic and exciting times for the direct...Read More

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