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Converting New Shoppers to Constant Customers

  • January 04 2016
  • Resource: Loyalty Today

While projections and outcomes for Black Friday and Cyber Monday took up many headlines, I found that the deeper part of those shopping dynamics told a far more interesting story. Sure, the shopping frenzy weekend was an overall positive result...Read More

Preference Collection Best Practices: How Consumers Reveal Preferences

  • December 03 2015
  • Resource: Loyalty Today

Preference Management Video Series Now that we’ve established that preferences are self-reported consumer opinions related to potential interactions between customer and company, the next consideration is how you might go about...Read More

Forrester Research Predicts Preference-Driven Customer Personalization in 2015

  • November 25 2014
  • Resource: Loyalty Today

Forrester Research analysts Luca Paderni and Shar VanBoskirk recently offered some interesting 2015 predictions for marketing professionals. The brief includes a special section on preference management where Paderni and VanBoskirk...Read More

When a Preference is Really a Requirement

  • November 07 2014
  • Resource: Loyalty Today

Just a few short years ago, it was surprising to learn that someone didn't have a landline phone. The "mobile-only" early adopters were objects of wonder: what if your battery dies? What if you experience a network outage? What if you lose it?...Read More

Is it Time to Hire a CCO?

  • November 06 2014
  • Resource: Loyalty Today

While most of the marketing world is still fixated on the blurry lines that separate a CMO and CTO, a new role is emerging that may offer some clarification. Enter the Chief Customer Officer, the primary advocate for the end user and mediator on...Read More

Is Your Brand's Best Experience Within Arm's Reach?

  • November 05 2014
  • Resource: Loyalty Today

A recent study conducted by Tapad and Forrester reveals that when it comes to doing business online, more than half (51 percent) of consumers choose the device they use based on whatever they're nearest to when they first become interested in...Read More

Three Keys to Engaging Baby Boomers

  • November 04 2014
  • Resource: Loyalty Today

Obviously, this is a powerful and important demographic for us to consider when planning marketing strategies. Conventional wisdom holds that boomers lag their younger, faster, and more technologically proficient millennial counterparts when it...Read More

Design and Functionality of Collection Interfaces

  • November 03 2014
  • Resource: Loyalty Today

A five-part series that discusses preference collection best practices  The conversational model of preference collection demands convenient, timely, branded experiences that seamlessly align with the customer's priorities in a given...Read More

Where Preferences Should be Collected

  • November 02 2014
  • Resource: Loyalty Today

A five-part series that discusses preference collection best practices   Customers view companies as one entity, not as individual business units or discrete functional groups (e.g. sales, customer support, etc.). In order to support...Read More

How Customers Reveal Preferences

  • October 31 2014
  • Resource: Loyalty Today

By framing the collection process as a progressive conversation, enterprises are better able to understand and plan for the true nature of customer communications. Research indicates that customers reveal their preferences in iterative steps...Read More

One Scary Stat that Proves the Importance of Preference Management

  • October 30 2014
  • Resource: Loyalty Today

We’ve spent a lot of time in this space talking about preventing opt-outs through preference management - the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel...Read More

Six Steps to Track Results and Prove ROI for Preference Management

  • September 12 2014
  • Resource: Loyalty Today

A five-part series about the implementation of preference managementBy limiting the scope of the original preference management project, enterprises can simplify metrics and create powerful business cases for additional investment and expansion...Read More

Centralizing Data to Optimize Preference Management

  • September 08 2014
  • Resource: Loyalty Today

Preference management should be a central repository connected to all departments, units, and appropriate applications. If information isn't easily available across the enterprise, customers will be lost through repetition, contradiction and...Read More

Six Most Common Customer Interaction Points

  • September 01 2014
  • Resource: Loyalty Today

The goal for preference management is to allow preference collection to take place across the full spectrum of prospect and customer interactions. Enterprise-level businesses engage in complex interactions that often feature an expanding set...Read More

Preparing for Preference Management Success

  • August 05 2014
  • Resource: Loyalty Today

The first of a five-part series about the implementation of preference managementPreference management typically represents a “crossover” initiative – one that begins as a marketing project, gains traction through IT and finds...Read More

5 Tips for Using Customer Data to Deliver High Value

  • July 25 2014
  • Resource: Loyalty Today

Customers have learned that in order to have a more customized experience they need to provide the data to drive those high-value communications and experiences. However, the burden is on marketers to become better in delivering on that...Read More

Implementing Preference Management: Moving From Discussion to Action

  • July 17 2014
  • Resource: Loyalty Today

Here's an all-too familiar scenario: senior leadership recognizes the need for better, more efficient customer engagement and understands that a sophisticated preference management solution is a necessary prerequisite to achieving that goal...Read More

Defining the Benefits of Preference Management

  • June 26 2014
  • Resource: Loyalty Today

A five-part series about making the case for preference management The case for preference management is typically organized into two clear categories: A) strengthening compliance with privacy regulations and B) improving marketing ROI. Each would...Read More

A Brief History of Consumer Engagement: Part 4

  • June 10 2014
  • Resource: Loyalty Today

Any serious conversation about consumer engagement in the digital age must begin with the acknowledgement that the one-way, interruption-based model of the past is gone forever. Technological advances have opened doors that cannot be shut...Read More

A Brief History of Consumer Engagement: Part 3

  • June 03 2014
  • Resource: Loyalty Today

As seen in part 1 and part 2, the relationship between company and consumer has progressed from a one to one geographic model to a one to many major media interruption model to a many to many multi-platform interaction model.We now live in an...Read More

A Brief History of Consumer Engagement: Part 2

  • May 30 2014
  • Resource: Loyalty Today

By the close of the 20th Century, unrelenting (and ever-faster) technological innovation democratized media and shattered the one-way communication model. The rise of the Internet in the 1990s1, coupled with micro-processing power that...Read More

A Brief History of Consumer Engagement: Part 1

  • May 22 2014
  • Resource: Loyalty Today

A four-part series chronicling the origins of today’s permission marketing landscapeOver the course of the 19th Century, the steady rise of industry and the formulation of a market economy (fueled by wage labor instead of the traditional...Read More