VIEW ARTICLES FROM AUTHOR

How the Future of Financial Planning and Analysis Should be; A European Perspective

  • July 08 2015
  • Resource: Loyalty Today

In a recent global study conducted by CFO Research and sponsored by SAP, finance executives from Europe acknowledge increasing pressure to deliver clear, actionable business insight to their colleagues—just not as much as their peers from...Read More

What Can We Learn From Millennials?

  • June 23 2015
  • Resource: Loyalty Today

Millennials are the last generation with a front row seat experiencing the change from analogue to digital. Their youthful eyes saw the world turn global and connected. They were witness to the introduction of the sharing collaborative economy...Read More

The Secret Sauce for Digital Transformation

  • June 18 2015
  • Resource: Loyalty Today

Every business has the potential to be a digital business. More importantly, every business must become a digital business. As the number of smart, connected devices—from phones to cars to wearables—moves toward a tipping point where...Read More

Does Customer Engagement Sound Like Just a Buzzword to You?

  • June 16 2015
  • Resource: Loyalty Today

The term “customer engagement” is used so often that it can admittedly sound a bit hollow. However, for those of us designing and developing enterprise software, it is a solid, hard-core matter of survival. Whether long-term or short...Read More

Get Ready to to Delight, Standardize, and Adopt

  • June 13 2015
  • Resource: Loyalty Today

Ready or not, the world is changing – and your business models and processes must evolve to keep pace.First, anything and everything that can be digitized will be, from your digital reputation that determines how quickly you get an Uber...Read More

Create Your Company’s UX Strategy

  • June 12 2015
  • Resource: Loyalty Today

By now, most IT leaders have become convinced of the need to move their organizations away from a mindset of delivering functions and features, and move toward a focus that puts the user’s true needs at the center, employing design thinking...Read More

Want To Create Fundamental Breakthroughs? Take A Break.

  • June 08 2015
  • Resource: Loyalty Today

By Vivek Bapat, SVP, Global Head of Marketing Strategy, SAPInnovation in the workplace. We hear and talk about it all the time.To stimulate creativity and innovation, many organizations invest significantly in creativity workshops, in hiring...Read More

What Modern CRM Looks Like in a Natively-Digital World

  • June 04 2015
  • Resource: Loyalty Today

Natively-digital businesses are here and they are disrupting the most fundamental industries that we have come to know over the last 200 years.Consider some of these examples from a previous post:Travelocity changed how we purchase a hotel...Read More

A Three-Step Guide to the Ultimate Customer Experience

  • May 16 2015
  • Resource: Loyalty Today

Retailers have a lot on their plate these days. How to keep up with mobile consumers, connect with Millennials, and tap into social media are just a few of the challenges they are currently tackling.  But are they pulling it all together to...Read More

Storing Renewable Energy with Tesla Motors Technology

  • May 05 2015
  • Resource: Loyalty Today

Oil, gas and coal helped power the Industrial Revolution, but humans have to tear up the planet to extract these energy sources. Burning them pollutes the environment, but people can use these power sources whenever they like.Wind and...Read More

Abusing the Power of Retail Analytics

  • April 16 2015
  • Resource: Loyalty Today

The upsides of retail analytics are often better known than the downsides. The upsides: Real-time solutions help retailers:Tailor messages to each of their customers via any channel at any timeBetter view their inventory and financialsOffer a...Read More

How New Marketing is Helping Solve an Industry’s Image Problem [VIDEO]

  • February 02 2015
  • Resource: Loyalty Today

Baby formula has an image problem. And it’s been hotly debated around the world for decades.Sales of baby formula in the U.S. have fallen alongside the nation’s birthrate — and an upsurge in breastfeeding, according to ...Read More

How Planes, Cranes And Automobiles Stay Safe With Anti-Collision Technology

  • January 20 2015
  • Resource: Loyalty Today

 Anti-collision technology may be the biggest technology that enters its own during 2015 — in cars, at least. It’s got a ways to go in different spaces, but it’s already saving lives in others.“Expect more vehicles to...Read More

Is there a Gap in your Marketing Technology Foundation?

  • September 19 2014
  • Resource: Loyalty Today

Customers today expect consistent and seamless treatments across channels, throughout the customer’s journey.  Savvy marketers appreciate the value of enabling seamless customer engagement across channels.  However, when it...Read More

Predictions of Marketing in 2014 and Beyond

  • December 24 2013
  • Resource: Loyalty Today

2013 has been an exciting year for marketers; a year of transformation and empowerment, as marketers took on the challenge to find innovative ways to connect and engage with the digital consumer.  Many focused on gaining better customer...Read More

Who Owns Your Customer Engagement Technology?

  • December 11 2013
  • Resource: Loyalty Today

In order to grow, companies realize they must change their strategy to engage with their customers. But doing this requires new technologies to extract insight for personalization and relevance, create amazing experiences both online and in...Read More

How Can Children Help Sales Executives Regain Control Of Sales

  • December 06 2013
  • Resource: Loyalty Today

In the past couple of months, I have had the opportunity to interact with sales leaders in India, China, Singapore and Australia. One thing that everyone agrees is that selling, and more importantly, B2B selling is getting more and more...Read More

Sales Performance Management Is The Key To Sales Success In 2014

  • November 27 2013
  • Resource: Loyalty Today

There’s a lot of buzz lately about Sales Performance Management (SPM), with many interpretations of what SPM is and in turn, what the real business impact is for sales organizations today. Some viewpoints focus SPM on Incentives and...Read More

Top 5 Reasons Why Customer-Centric Efforts Fail

  • November 27 2013
  • Resource: Loyalty Today

Customer experience management is a holistic discipline involving all functional departments of a company (see examples here and here). However, many companies treat it as a set of “initiatives” limited to customer...Read More

5 Ways To Create A Sales Culture That Motivates Employees

  • November 26 2013
  • Resource: Loyalty Today

Sales is often a game of “what have you done for me lately.” This treatment is where sales employees, including their managers, are treated only as good as the last sale. Such treatment dehumanizes a dynamic set of interactions...Read More

Should Your Online and Offline Brand Differ?

  • November 26 2013
  • Resource: Loyalty Today

I think somewhere over the rainbow there are folks that believe that their digital life is separate from their “analog” life.Sort of like a misconstrued view that we can be “different” people on different platforms...Read More

Looking for the Next Cool Marketing Tool in Your Arsenal? Pace Yourself

  • November 20 2013
  • Resource: Loyalty Today

In recent years, marketers have been on a blistering pace in search of the next cool digital marketing tools.  Whether they be in social media marketing, digital ad management, community marketing, or mobile marketing, there are certainly a...Read More

Can Marketers Exploit Untapped Opportunities Using Analytics?

  • November 18 2013
  • Resource: Loyalty Today

If you’re a marketer, chances are good you have visibility into marketing-related data, such as who you targeted for which campaign, who responded, and who purchased which of your products. But today, that may not be good enough to develop...Read More

How Fashion Retailer Burberry Keeps Customers Coming Back For More

  • October 29 2013
  • Resource: Loyalty Today

The 700-year-old Grand Bazaar in Istanbul, one of the world’s first shopping malls, might seem to be — figuratively and literally — a different world than Burberry, the renowned  U.K. fashion house. After all, the Grand...Read More

How The Best Leaders Get Full Participation In Employee Surveys

  • October 28 2013
  • Resource: Loyalty Today

Its that time of the year again.   Your company is rolling out the annual employee survey so that management can measure the engagement levels across the entire organization.   Yet, with all the costs and efforts to administer...Read More

How To Attract The ‘Net’ Generation Of Millennial Workers

  • October 22 2013
  • Resource: Loyalty Today

Photo: ShutterstockAs the millennial generation continues to grow older and larger – projected to span 75 percent of the global population and workforce by 2025 – many companies and businesses are still figuring out how to best...Read More

#Blurredlines: Are Some Of The World’s Biggest Brands Turning Into Technology Companies?

  • October 21 2013
  • Resource: Loyalty Today

With no pun intended for this summer’s hit song by Robin Thicke, the lines between some traditional companies and technology companies as we know them, are blurring at a rapid pace.Some brands are clearly leading the way to digitally...Read More

Failing To Succeed With Innovation

  • October 18 2013
  • Resource: Loyalty Today

Photo credit: Shutterstock98% of innovation projects around the world fail, according to Darrell Mann – a former chief engineer at Rolls Royce and one of the world’s most prolific inventors. You can probably think of several high...Read More

Redefining Workplace Learning For The 21st Century

  • October 17 2013
  • Resource: Loyalty Today

Photo credit: ShutterstockDisruptive technologies and shifting demographics are redefining the workforce. In response, smart companies are reinventing workplace learning in an effort to make their programs more relevant and effective, and to...Read More

Consumers Demand Supply Chain Transparency: Where did it come from?

  • October 16 2013
  • Resource: Loyalty Today

Photo credit: FlickerAs we approach the one-year anniversary of Hurricane Sandy’s devastating path of destruction across the Eastern Seaboard, I recall the extensive aftermath of the storm as millions of people struggled to rebuild and gain...Read More

A Social Media Strategy To Save Brands…And Lives

  • October 08 2013
  • Resource: Loyalty Today

Surprisingly, many companies dread the day their brand is trending on Twitter, especially if it’s due to a product recall or safety issue. Companies are increasingly turning to social media to limit legal risk and maintain consumer loyalty...Read More

Move Over ‘Made In China’, ‘Made By Consumer’ Is The New Sheriff In Town

  • October 04 2013
  • Resource: Loyalty Today

By Vivek Bapat,Vice President, Portfolio Marketing, SAPThis is an age of unprecedented individual empowerment unlike anything we’ve seen in history. Armed with real-time information, social media and mobile phones, today’s consumers...Read More

Mapping The Innovation Conversation

  • October 02 2013
  • Resource: Loyalty Today

By Erica Clark-Mitchell, Senior Director, Integrated Digital, SAPWhen it comes to innovation, I have two questions. The first is: where do people find inspiration? And the second is: where do people find inspiration? By the first question, I mean...Read More

Bill McDermott On SAP And Sustainability: ‘This Is A Whole New Generation’

  • October 01 2013
  • Resource: Loyalty Today

(Photo: Taylor Davidson, Clinton Global Initiative) Bill McDermott, SAP co-CEO, (center) joined this year’s Clinton Global Initiative as part of a panel of thought leaders discussing “Vital Resources: Doing More with Less.”I...Read More

The Predictive Business: When Real-Time Is Not Enough

  • September 27 2013
  • Resource: Loyalty Today

By Tim Minahan, Chief Marketing Officer, SAP CloudPhoto credit: ShutterstockBusiness is moving faster than ever. And real time is no longer enough.To stay ahead of the competition, companies must not only sense the present, but see the future and...Read More

When It Comes To Changing The World, Millennials Mean Business

  • September 26 2013
  • Resource: Loyalty Today

 A few months ago I wrote, “A 360 Degree Perspective On Customer Engagement,” where I touched upon the 21st century consumer who is always on, always connected, and doesn’t make a move without consulting the...Read More

Eight Tactics To Increase Millennial Productivity In The Workplace

  • September 23 2013
  • Resource: Loyalty Today

By Jenny Dearborn, Vice President, Chief Learning Officer, SuccessFactors – an SAP companyThe Baby Boomer generation pursued pension plans, corner offices and a linear career path. In return, many Boomers committed the duration of their...Read More

CMO Spending Power: When Will It Peak?

  • September 19 2013
  • Resource: Loyalty Today

Source: ShutterstockAre we in a honeymoon phase for the chief marketing officer? “The tenure of a CMO is less than 2 years,” had been the common refrain for years. That average is up to four, and businesses seem to be in hot...Read More

An Executive’s Guide To Big Data; What You Could Do If You Knew

  • September 17 2013
  • Resource: Loyalty Today

By John Carty, Account Executive, SAP  HANA, Sybase, and Real-Time Data PlatformThe promise — and the challenge — of big data can be summed up in one question: “What could you do if you knew?”The question covers the...Read More

Are You Watching These Five Indicators Of Effective Talent Management?

  • September 07 2013
  • Resource: Loyalty Today

By Shawn Price, President, SuccessFactors, an SAP companyExecutives have come to recognize that their most valuable resource is talent. But how can firms best manage this increasingly diverse, widespread and changing resource in line with business...Read More

Why We Need To Stop Talking About Winning Customers

  • September 04 2013
  • Resource: Loyalty Today

By Jeff Lautenbach, President, Customer, Financials and Suite, SAP CloudWhether you sell to consumers or to business users, the individuals you are trying to reach today are informed, connected and armed with influence. They can switch products...Read More

Unleashing The Power Of Patterns – From Pascal To Predictive Analysis

  • August 29 2013
  • Resource: Loyalty Today

By John Ward, Marketing Manager, SAP Patterns are powerful. They’re in numbers, public spaces, and hidden in sales data – and recognizing patterns in the world around us has been changing how we think for centuries.“It is not...Read More

Higher Education In The Digital Age: MOOCs — Insidious Threat Or Incredible Breakthrough?

  • August 19 2013
  • Resource: Loyalty Today

Massive online open courses (MOOCs) are threatening to knock higher education off its traditional autonomous hill with a far more flexible and accessible learning mode than anyone could ever imagine. The stakes are high and outcomes are unknowable...Read More

Does Your Future CEO Come From Marketing?

  • August 19 2013
  • Resource: Loyalty Today

Traditionally, the CEO has come from just about anyplace but marketing. Companies bent on operational excellence might look to their finance teams or their COO to take the top slot.  Organizations focused on innovation might look to a CTO...Read More

The Porsche 911 Turns 50 – And Runs Better Than Ever

  • August 19 2013
  • Resource: Loyalty Today

By David Trites, Marketing Director, SAP Source: Shutterstock Have you ever experienced the thrill of driving a Porsche 911? Just thinking about getting behind the wheel of one gets me excited. And this year there is even more reason to...Read More

How Analytics Is Transforming HR Into A Strategic Business Partner

  • August 16 2013
  • Resource: Loyalty Today

Big-Data is changing how every company department does business and human resources is no exception. I’ve written about the top ten technology trends impacting HR in 2014, and recently had the chance to talk with Mick Collins, Principal...Read More

Confessions Of A Professional Disruptor

  • August 15 2013
  • Resource: Loyalty Today

Change agent. Entrepreneur. Innovator. Incubator. Good disruptor/friend Chris Heuer calls them “Work Hacks.”  Whatever you call them, disruptors the world over have similar traits.  Good ones – the professionals –...Read More

6 Ways Numbers Can Lie To Us

  • August 09 2013
  • Resource: Loyalty Today

One of my few pet peeves in life is when I hear someone say “the numbers don’t lie!” While I understand and appreciate the use of fact-based information to support an argument, its application has become overly generalized...Read More

Smoothing The ‘Kinks’ In Your Omnichannel Strategy

  • August 07 2013
  • Resource: Loyalty Today

It’s well established that today’s consumers use multiple channels – mobile, Web, social media, in-store – when engaging with retailers. On any given day, a shopper might research a clothing item online, visit the...Read More

Top 5 Business Book Reads For Summer Holiday

  • August 06 2013
  • Resource: Loyalty Today

Besides being a great time to decompress, spend time with family, or just get away, summertime is a great time to catch up on your reading list.  Few of us want to sit on the beach with a languid tome on corporate organizational principles or...Read More

Top 10 HR Technology Trends For 2014

  • August 02 2013
  • Resource: Loyalty Today

It’s that time again when researchers, organizations, and opinion leaders share their predictions on a variety of business and technology topics for the coming year. The Human Resources (HR) industry is no exception, and a group of...Read More

Should You Be Afraid Of Amazon?

  • August 02 2013
  • Resource: Loyalty Today

By Volker Hildebrand, Global Vice President, CRM Solutions, SAP I’ve had many conversations with business leaders in the last 12 months where this topic came up, and let me tell you, many companies are afraid of how Amazon has changed and...Read More

How To Make Enterprise Social ‘Work’

  • July 30 2013
  • Resource: Loyalty Today

Research shows that enterprise social software has worked – because it hasn’t been enough about work. Facebook and other social networks are helping foster large, vibrant communities of consumers around the world. Companies are...Read More

The Fake Corporate Twitter Hack #Fail

  • July 29 2013
  • Resource: Loyalty Today

Chipotle was the latest brand to engage in a “fake Twitter hack” marketing stunt, following in the footsteps of MTV and BET a few months ago.  The intention behind these stunts is to clearly boost fans and followers...Read More

SAP Maps out Fast, Flexible Route to Cloud for Customer Innovation

  • July 26 2013
  • Resource: Loyalty Today

I’ve written about the path to innovation as an evolutionary journey for high technology companies and their customers and partners. When new technologies like cloud disrupt existing business models, the survivors are those that adapt and...Read More

Regain Your Customer’s Trust

  • July 25 2013
  • Resource: Loyalty Today

Today’s customers are much more knowledgeable and informed than ever before. Increasingly, they are leveraging third-party sources; social media, peer groups, and community sites to gain information that is shaping their perceptions about...Read More

Localization for Global Markets: How Much is Enough?

  • July 25 2013
  • Resource: Loyalty Today

My colleague Polly Traylor and I have been going to experts inside and outside of SAP to ask the question: How much adaptation in your products and services is needed for global markets, in particular, emerging markets?More than Likes and Dislikes...Read More

The Datification of Daily Life

  • July 25 2013
  • Resource: Loyalty Today

Although the term is ugly, “datification” is rapidly becoming a big trend in our daily lives. Datification is about taking a process or activity that was previously invisible and turning it into data. That data can then be tracked...Read More

Leadership Is All About Change And Adaptability

  • July 23 2013
  • Resource: Loyalty Today

Who we think of as “successful” changes as we mature.  When we were kids, it was typically about “fame” or “notoriety.”  Film and pop stars had it all for us.  As we got our degrees and entered...Read More

SAP Gives Coffee Farmers in Colombia a Boost of Global Energy

  • July 21 2013
  • Resource: Loyalty Today

Most people might not automatically put SAP and coffee in the same sentence. In fact, SAP’s customers produce more than 82 percent of the coffee and tea that people the entire world drink each day. Now the company has partnered with the...Read More

Translating a Passion into a Business

  • July 20 2013
  • Resource: Loyalty Today

I love riding bicycles. Yet I live in a place (Boston) that’s terrible for cycling, with roads that look like archaeological digs, legions of cranky drivers, and awful weather. What drives all this aberrant behavior (you should see my winter...Read More

How eBay Found The Ultimate Fortune Teller

  • July 15 2013
  • Resource: Loyalty Today

Remember when you had to drive to the store to buy something? Or what about fighting your way through crowds during the holiday season because there weren’t any other options? Before the e-commerce era, shopping was time-consuming and...Read More

How Industry Change Happens — Disruptive Evolution from Ariba

  • July 15 2013
  • Resource: Loyalty Today

It’s a time-honored tradition to dismiss established companies when exciting, new technologies appear on the horizon. But knee-jerk predictions about which companies will succeed or fail in response to the news of the day are rarely accurate...Read More

Why Some Companies Fail At Social Customer Service, And What We Can Do About It

  • July 14 2013
  • Resource: Loyalty Today

It seems like with every year that passes, customers grow increasingly impatient. Where five years ago we could tolerate waiting 24 hours for a response from a customer service email, we are increasingly living in a real-time world where we want...Read More

The Future Of Baseball Hinges On Analytics, Big Data And Mobility

  • July 11 2013
  • Resource: Loyalty Today

Since the dawn of sports, an umpire, referee or other official has been on the scene to blow a call. Baseball umpires in particular, have already had a troublesome year and the season is still young. It’s a thankless job and if an...Read More

Waging War On Cyber-Attacks: Governments Do, Some Firms Don’t

  • July 05 2013
  • Resource: Loyalty Today

“There are now three certainties in life,” the head of cyber-intelligence for U.K. Security Service MI5 said on the BBC Monday. “There’s death, there’s taxes and there’s a foreign intelligence service on your...Read More

When It Comes To Fraud, The Buck Stops With You

  • July 03 2013
  • Resource: Loyalty Today

By Michael Schulze, Senior Vice President & General Manager, SAP I was in Montreal recently for a wedding and marveled at the mix of European and North American culture, from cobblestone streets and video game development studios to horse...Read More

Is ‘Minority Report’ Science Fiction?

  • July 01 2013
  • Resource: Loyalty Today

A few days ago I happened to be watching a re-run of Minority Report, the 2002 neo-noir science fiction starring Tom cruise as “Precrime” Captain John Anderton. As many of you might remember, the movie was set in the year 2054...Read More

How To Make Consumers Love Their Banks

  • June 30 2013
  • Resource: Loyalty Today

Looking out over the edge of a cliff. That’s what it feels like to be a retail banker these days. Bankers see e-banking providers like Google Wallet and PayPal eating into their core banking business. Retail banks could fight back by...Read More

The NSA Conundrum For Technology Companies: Who’s Watching Whom?

  • June 28 2013
  • Resource: Loyalty Today

The recent revelations about the United States National Security Agency’s secret surveillance of phone records and personal data from internet companies have stirred up conversations that range from fear-based diatribes against technology to...Read More

The Heaven And Hell Of Customer Experience

  • June 25 2013
  • Resource: Loyalty Today

Comedian Richard Lewis claims to have coined “the _______ from hell” phrase, but Carnival Cruise Lines has lived it. In 2012, Carnival spent $61 million advertising its “fun ship” brand positioning. But by the end of last...Read More

What Nature Can Teach Business About Adapting To Threats

  • June 24 2013
  • Resource: Loyalty Today

Recently, myself and my colleague in the SAP Center for Business Insight, Kai Goerlich, got into a debate about the real impact of online shopping on traditional retail business models. Kai, who is Senior Fellow, Thought Leadership, argued that...Read More

Social GPS Today, Connected Cars Tomorrow?

  • June 24 2013
  • Resource: Loyalty Today

By Celia Brown, Director, Customer Experience Marketing, SAP I pride myself on being ‘in the know’ when it comes to technology- especially software, mobile, and social media. I spend my days with some seriously geeky brainiacs at...Read More

Three Key Tech Strategies For Insurance Providers

  • June 23 2013
  • Resource: Loyalty Today

Getting old isn’t easy but a majority of recently surveyed insurance executives believe that an integrated software platform could help rejuvenate everything at their companies from competitive differentiation to customer satisfaction. Over...Read More

Why Employee Skills Must Become the New Social Contract

  • June 20 2013
  • Resource: Loyalty Today

In the 1930s, the effects of a bad economy were highly visible: Long bread lines and rickety carts with hand-written signs offerings apples for a few cents apiece. Today, the unemployed often suffer behind closed doors, alone. They have food and...Read More

The Globalization Of The NBA

  • June 18 2013
  • Resource: Loyalty Today

The sport of Basketball is now second to soccer in worldwide popularity and the National Basketball Association (NBA) continues to play a major role in making this global growth a reality. A series of shrewd investments over the years, coupled...Read More

The Problem Facing Personal Branding And Social “ME”dia Today

  • June 17 2013
  • Resource: Loyalty Today

By Brian Rice, Director, Global Social Media Marketing, SAP At its core, social media provides a platform to connect with family, friends and colleagues, along with the ability to meet new people with shared interests across the world. However...Read More

Why Do Super-Elite Customers Get All The Attention?

  • June 17 2013
  • Resource: Loyalty Today

On May 1, 1981, American Airlines revolutionized the travel industry, launching the AAdvantage frequent flier program, the original, modern-day customer loyalty program. Competitors quickly followed suit, hospitality companies joined in the mix,...Read More

Why Do Super-Elite Customers Get All The Attention?

  • June 17 2013
  • Resource: Loyalty Today

On May 1, 1981, American Airlines revolutionized the travel industry, launching the AAdvantage frequent flier program, the original, modern-day customer loyalty program. Competitors quickly followed suit, hospitality companies joined in the mix,...Read More

Help Wanted: What Good Is Job Creation If We Can’t Find People With The Right Skills To Fill Them?

  • June 13 2013
  • Resource: Loyalty Today

According to the International Labour Organization, the world needs to create over 500 million new jobs by 2020 to provide career opportunities for people who have jobs now, as well as youth who will join the workforce. But the biggest roadblock...Read More

Why Manufacturing Doesn’t Matter

  • June 12 2013
  • Resource: Loyalty Today

We all know the factors that have led to economic success in the industrial era: access to land, labor, raw materials, capital, machinery, and (in many cases, anyway) a good idea. Today, all of those traditional advantages are falling away except...Read More

Why Manufacturing Doesn’t Matter

  • June 12 2013
  • Resource: Loyalty Today

We all know the factors that have led to economic success in the industrial era: access to land, labor, raw materials, capital, machinery, and (in many cases, anyway) a good idea. Today, all of those traditional advantages are falling away except...Read More

Twitter Means Business at SAP: Timing is Everything for Partner Success

  • June 10 2013
  • Resource: Loyalty Today

When SAP’s partner organization invited a select group of SAP BusinessOne partners to follow their personal service advisor (PSA) on Twitter last fall, no one knew what to expect. Eight months later, in the wake of overwhelmingly positive...Read More

Students Use Big Data To Pinpoint City Block Hit By Crime Every 3 Hours

  • June 10 2013
  • Resource: Loyalty Today

San Francisco, the lovely City by the Bay, is generally a safe place to live, especially when compared to other cities of similar size. Homicides are about half of what they were a few years ago, and property crimes have continued to decline as...Read More

Why Do Super-Elites Get All The Attention?

  • June 09 2013
  • Resource: Loyalty Today

By Brent Cohler, Director, Mobile Product Marketing, SAP On May 1, 1981, American Airlines revolutionized the travel industry, launching the AAdvantage frequent flier program, the original, modern-day customer loyalty program. Competitors quickly...Read More

Why Do Super-Elites Get All The Attention?

  • June 09 2013
  • Resource: Loyalty Today

By Brent Cohler, Director, Mobile Product Marketing, SAP On May 1, 1981, American Airlines revolutionized the travel industry, launching the AAdvantage frequent flier program, the original, modern-day customer loyalty program. Competitors quickly...Read More

Growing Food On Walls To “Vegecate” Kids? What's Next In Social Transformation?

  • June 07 2013
  • Resource: Loyalty Today

“Green” is overflowing in the South Bronx, an economically challenged urban area and the nation’s poorest Congressional district. But the “green” isn’t money – it’s food. And the urban gardeners...Read More

2013: The Year Of Wearable Computing And Data-Driven Healthy Lifestyles

  • June 06 2013
  • Resource: Loyalty Today

It’s been six months since I made the cliché New Year’s Resolution… lose weight, get in shape – you know the drill. This is an annual event for millions of us who sign up for Weight Watchers and gym memberships in...Read More

Bold Predictions For The Social Web By 2018

  • June 05 2013
  • Resource: Loyalty Today

As a PhD student at Boston College, we have focused a great deal on both past trends and current developments in social media. As we reflect on the present and the past, I found myself considering the future directions in the field.  A few...Read More

Bold Predictions For The Social Web By 2018

  • June 05 2013
  • Resource: Loyalty Today

As a PhD student at Boston College, we have focused a great deal on both past trends and current developments in social media. As we reflect on the present and the past, I found myself considering the future directions in the field.  A few...Read More

Can Big Data And Mobile Make A Meaningful Impact In China?

  • June 04 2013
  • Resource: Loyalty Today

New innovations in mobile and big data make this an exciting time for the world economy, especially for fast growth regions like China. A global survey of IT decision makers revealed that China is one of the four countries most ready to...Read More

Surveying Satisfaction in Software

  • May 30 2013
  • Resource: Loyalty Today

Early in my management career, the HR department sent out a single-question survey which asked how satisfied we were with our jobs on a scale of 0 (very unsatisfied) to 4 (highly satisfied). To my surprise, my group had the lowest average score (2...Read More

Surveying Satisfaction in Software

  • May 30 2013
  • Resource: Loyalty Today

Early in my management career, the HR department sent out a single-question survey which asked how satisfied we were with our jobs on a scale of 0 (very unsatisfied) to 4 (highly satisfied). To my surprise, my group had the lowest average score (2...Read More

Artistic Entrepreneurs Fuel the Creative Economy – It takes a community…

  • May 24 2013
  • Resource: Loyalty Today

Every time you purchase a painting, use a hand-made serving bowl, attend a live musical performance, or watch a film, you are supporting a creative economy of artists, performers, and filmmakers that contribute to a more sustainable society. With...Read More

Deceiving Without Lying

  • May 21 2013
  • Resource: Loyalty Today

“It’s true I deceived you but I wasn’t lying.” The statement, spoken brazenly by a work colleague, momentarily floored me. I thought deception and lying were the same thing. A little bit of research suggests there may be a...Read More

Deceiving Without Lying

  • May 21 2013
  • Resource: Loyalty Today

“It’s true I deceived you but I wasn’t lying.” The statement, spoken brazenly by a work colleague, momentarily floored me. I thought deception and lying were the same thing. A little bit of research suggests there may be a...Read More

The Overlooked: Social Media Marketing For Senior Citizens

  • May 19 2013
  • Resource: Loyalty Today

Though Madison Avenue largely forgets seniors in general, they are now a demographic grossly overlooked on social media.  Those 65 years and older are changing: they are living longer, are more active, and becoming increasingly...Read More

Are Machines On The Net Making Humans Obsolete?

  • May 18 2013
  • Resource: Loyalty Today

The Industrial Age reinvented productivity. The Information Age reinvented communication. Now man and machine are coming together and it’s even bigger than the Internet. What is it? The Internet of Things! The Internet of Things connects...Read More

Are Machines On The Net Making Humans Obsolete?

  • May 18 2013
  • Resource: Loyalty Today

The Industrial Age reinvented productivity. The Information Age reinvented communication. Now man and machine are coming together and it’s even bigger than the Internet. What is it? The Internet of Things! The Internet of Things connects...Read More

Sports And Analytics: Insight Through Mobile Dashboards

  • May 14 2013
  • Resource: Loyalty Today

When it comes to sports and analytics, I see two main slices of the pie: the game where it all happens and the operation that supports the organization. There is a lot written about the former; however, the latter may be overlooked because of...Read More

How Corporate Culture Drives Competitive Advantage

  • May 14 2013
  • Resource: Loyalty Today

It’s easy to become jaded and wary of those who rely on words like “innovation”, “transformation” and “engagement” too much isn’t it? So what happens when you come across a story that truly embodies...Read More

But Wait…There’s More!

  • May 13 2013
  • Resource: Loyalty Today

Ever watch those TV infomercials late at night when you’re bored and can’t sleep? Of course you do. And you’re likely to buy things you don’t really need as well. The most fascinating book I’ve read in a long time...Read More

Eleven Entrepreneurs Make People the Number One Priority of Technology Innovation

  • May 09 2013
  • Resource: Loyalty Today

As technology become more complex, a group of brilliant entrepreneurs is using it to tackle some of the most fundamental human challenges of all time—clean food and water, adequate and affordable health care, accessible education, and the...Read More

How Employees Can Succeed Faster

  • May 07 2013
  • Resource: Loyalty Today

Google used to have a formula for finding the best employees: it screened for high SAT scores and grade point averages. Sounded like a good plan (especially since Google’s two founders demanded it). Unfortunately, it turned out to be dead...Read More

Is There An ‘I’ In Team?

  • May 06 2013
  • Resource: Loyalty Today

Many popular phrases have their roots in sports. For example, the cliché “there is no ‘i’ in team” comes from the idea that a cohesive team of players is more likely to win games than a collection of individual...Read More

Can A Ride-Sharing App Change Employee Behavior?

  • May 06 2013
  • Resource: Loyalty Today

In very large U.S. urban areas, the average commuter spends $16 and 52 minutes traveling 32 miles round trip to work each day. For many organizations – and employees that endure long, solo commutes – it all adds up to lost...Read More

Sports And Analytics: Sprint To Value And Insight

  • May 03 2013
  • Resource: Loyalty Today

By Kaan Turnali, Global Senior Director, Business Intelligence, SAP So far in the series, I have charted a course for creating value in the sports and entertainment industry through analytics. I have advocated a holistic approach to paint the...Read More

The Democratization of Education: Can Online Education Help Business Innovate Faster?

  • May 02 2013
  • Resource: Loyalty Today

The business world is ripe for an e-learning explosion as the number of qualified experts can’t keep pace with innovations like mobile, cloud, and Big-Data. Arming employees with the latest skills and knowledge so they can function with...Read More

Big Data Is Hollywood’s New Rising Star

  • April 29 2013
  • Resource: Loyalty Today

By Saswato Das, Head of Thought Leadership Content, SAP Are you ready for Big Data at the big screen? It’s true. Hollywood has discovered Big Data’s talents to determine how to distribute and promote movies. Advertisements...Read More

Twitter’s New Ad Format: Pandora’s Box Or Real-Time Revenue Machine?

  • April 28 2013
  • Resource: Loyalty Today

Image via CrunchBaseBy Charlotte Han, Community Engagement Manager, SAP Last week, Twitter announced a new ad format, Keyword Targeting in Timelines,which means brands can now find potential customers in real-time when purchase intent...Read More

Rio de Janeiro Proves A City Can Be Beautiful And Intelligent

  • April 27 2013
  • Resource: Loyalty Today

Ever since my first visit to Rio years ago when I used to jog along Leblon admiring the view, I’ve been struck by the legendary beauty of this beachfront city. Now, it’s the city’s new intelligence that takes my breath away. On a...Read More

Census Data Reveals ‘Two Americas’ Within The U.S.

  • April 26 2013
  • Resource: Loyalty Today

The two wispy slips of paper were far more than just ATM receipts found at a bank in New York. They created a jarring yet simple mosaic of the sprawling gap between rich and poor in the United States. Jim Edwards evaluates two very different...Read More

Positive Persuasion through Peer Pressure

  • April 24 2013
  • Resource: Loyalty Today

What would get people to reuse their towels in hotel rooms? The answer might surprise you, as it’s not saving the environment or saving money. People are more likely to reuse their hotel towels if they are told that everyone else is doing...Read More

Sports And Analytics: Innovate With Design Thinking

  • April 23 2013
  • Resource: Loyalty Today

The dynamics of a sports organization involve three main forces: the team, the game, and the fan. In essence, the team is the passion that gets the fan fired up, the game is where it all happens, and the fan keeps it alive. Of the three dynamics...Read More

Who Are The Best Marketers?

  • April 22 2013
  • Resource: Loyalty Today

Who are the best marketers out there right now?  Who are the leaders shaping the way businesses interact with their customers and the marketplace?  Big questions, right?  What is more important than “who” is doing it, is...Read More

How Emerging Entrepreneurs Accelerate Job Growth

  • April 19 2013
  • Resource: Loyalty Today

The power of technology to change people’s lives is undisputed, but you also need people who are determined enough to turn crazy ideas into reality. It’s rare enough to run across anyone like that, so I was very excited to meet 50 of...Read More

Why the Supply Chain is Dead

  • April 17 2013
  • Resource: Loyalty Today

We really should stop using the term “supply chain.” “Supply” gives the impression that one company makes something, say a part, and sends it to another, where it sits, like bolts in a bin, waiting, along with many other...Read More

Take Your Data Detective Work From 0 To 007

  • April 15 2013
  • Resource: Loyalty Today

Ryan O’Neil, Senior Director of Marketing, SAP In the movies, detectives find themselves up against all kinds of perils: they habitually get stuck up to their neck in quicksand, buried alive in ancient tombs, locked in a flooding boat, or...Read More

Technology Drives Open Data to Kill Corruption

  • April 15 2013
  • Resource: Loyalty Today

Last week was a busy one for corruption hunters in New York. A Bronx assemblyman and Republican Party chairman were among those arrested for alleged dirty deeds. “Over the past few days, there have been several charges brought against...Read More

IT Is Keeping The Board Up At Night: 3 Reasons Why

  • April 12 2013
  • Resource: Loyalty Today

By Sadaf Hossain, SAP Global Private Equity “What’s keeping your board up at night?” Netherlands-based auditor and advisor KPMG asked more than 700 venture capital board members and investors that very question this February. IT...Read More

What Analytics And Big Data Can Learn From Lego

  • April 12 2013
  • Resource: Loyalty Today

By Kurt Bilafer, APJ Regional Vice President, Analytics, SAP  Lego recently became a hot topic of conversation with my son, a huge Star Wars Lego fan.  Lego is the fourth-largest toy company in the world, and here at SAP (and the...Read More

Gurus, Experts And Pros! Oh, My! Where Are The Students?

  • April 11 2013
  • Resource: Loyalty Today

By Sylvia Santelli, Social Media Strategist, SAP “Guru,” “expert” and “pro” are titles thrown around too easily in business, technology, social media and everything in between. What’s missing, whether...Read More

Sports And Analytics: Fan Experience Matters

  • April 11 2013
  • Resource: Loyalty Today

By Kaan Turnali, Global Senior Director, Business Intelligence, SAP Let’s get something out of the way: Nothing replaces the thrill of a championship. It is the measurement that counts most in sports. But the reality is that there are, for...Read More

Self-published “Wool” author Hugh Howey exposes the risks and rewards of the democratization of publishing

  • April 10 2013
  • Resource: Loyalty Today

Digitalization is arguably the most cataclysmic event in the history of the written word since Johannes Gutenberg invented the printing press in 1450. In fact, the advent of self-published eBooks has sparked an eerily similar struggle over control...Read More

Sports And Analytics: A Holistic Approach

  • April 09 2013
  • Resource: Loyalty Today

Last week, in the first installment of my Sports and Analytics series, I detailed how sports and entertainment organizations are similar to industries such as retail or consumer products. In this second installment, I want to expand on this...Read More

How Do You Find The Time For Social Media?

  • April 08 2013
  • Resource: Loyalty Today

How do you find the time for social media? This is the question I get asked probably more than any other. I have four lovely children, a demanding job, a wife with a successful career and more. So how do I find the time to tweet, blog, share, and...Read More

10 Leadership Lessons I Wish I Learned In My 20?s

  • April 08 2013
  • Resource: Loyalty Today

All of us would do well with a second bite at the apple, another chance to go back and do it all over again.  Our mistakes, as much as our successes, define us and can help steer us forward today.  With this in mind, here are 10 lessons...Read More

Why Sustainability Needs To Reach Far Beyond Your Carbon Footprint

  • April 05 2013
  • Resource: Loyalty Today

Over the past several years, we have talked at SAP about how we cannot limit ourselves by merely trying to create a sustainability strategy. Instead, we have been working to make our corporate strategy more sustainable. This month, we hit an...Read More

Know Your Financial Position On-Demand with a Single Version of the Truth

  • April 05 2013
  • Resource: Loyalty Today

This is a time of great upheaval on Wall Street. Regulation is “the biggest factor shaping the future of the financial industry,” Financial News noted Tuesday. Dodd-Frank and Basel III will have firms on both sides of the Atlantic...Read More

Social Media and the Internet: A Retrospective

  • April 04 2013
  • Resource: Loyalty Today

Guest Post by Greg Scandariato, MBA Student at Boston College I still remember sitting in my dorm room at Boston College during the spring of 2004 when Facebook literally first burst onto the scene.  Something that has since become such an...Read More

Analytics and Social Media: 6 Tips for Selling When Customers Just Aren’t that into You

  • April 02 2013
  • Resource: Loyalty Today

I’m seeing companies spend lots of money trying to get customers to talk about their brands and products in social media. For many of these companies, it’s a big waste of money. Let’s be rational about this. What customer wants...Read More

Attitude Check: 3 Behaviors For Success In The Workplace

  • April 01 2013
  • Resource: Loyalty Today

Just this month, SAP Canada was named one of the 30 Best Employers in my home province of Québec, and our employees were named among the most engaged in the country.  Having just marked my six-year anniversary working for SAP...Read More

Sports And Analytics: A Perfect Couple

  • March 29 2013
  • Resource: Loyalty Today

Statistical analysis in sports has been around for a long time, but the topic of sports and analytics has attracted more attention in the last decade. The release in 2011 of the movie Moneyball (based on the book Moneyball: The Art of Winning an...Read More

The Alarming Rise Of ‘Digital And Content Pollution’

  • March 27 2013
  • Resource: Loyalty Today

On Earth Day, 1971, Keep America Beautiful ran the now-famous PSA – “The Crying Indian“- for the first time.  It had a stunning effect on the populace, and shined a much-needed light on the behaviors that cause pollution...Read More

For The Modern Marketer, Hearing (Market) Voices Is A Good Thing

  • March 25 2013
  • Resource: Loyalty Today

CMOs make a strong case that marketing should represent the “voice of the customer” for their companies but, in my opinion, that doesn’t go far enough. We need to represent the voice of the market. Howard Schultz, founder of...Read More

Millennials Will Inherit The Earth

  • March 25 2013
  • Resource: Loyalty Today

Regardless of the challenges or benefits millennials pose to society, their culture – which is rapidly becoming our culture – is here to stay. As leaders of industry, we need to seek ways to understand and engage them, to teach...Read More

Fraud Prevention in a Big Data Environment

  • March 21 2013
  • Resource: Loyalty Today

Christchurch, New Zealand is rebuilding after a devastating earthquake two years ago and recovering from the global financial crisis — and it could be losing more than US$1.2 billion to fraud. Of 140 businesses surveyed there, 38 percent...Read More

March Madness: John Wooden Inspired Success In Basketball, Business and Life

  • March 20 2013
  • Resource: Loyalty Today

For basketball fans, the name John Wooden conjures up images of pure legend. The coach of a dynastic UCLA team, he won 10 national championships, including 7 in a row (1967-1973). He had an almost unbelievable winning streak of 88 straight games. ...Read More

Introverts Are More Detailed Than Extroverts

  • March 19 2013
  • Resource: Loyalty Today

If want to hear lots of specific details about a TV show you missed, you’re better off asking a shy person in the office, rather than the loud-mouth talking about it in the break room. That’s because, according to a study by Dutch...Read More

Content Marketing: What Happens In Iceland Doesn’t Stay In Iceland

  • March 19 2013
  • Resource: Loyalty Today

We are awash in content. It is actually a problem now. As audiences have become more vocal about what they need, brands and businesses have become more active in providing them that “great” content. “Alas” – and you...Read More

‘Startup America’ Building Support Network For Entrepreneurs Beyond Silicon Valley

  • March 18 2013
  • Resource: Loyalty Today

Small businesses account for nearly two-thirds of net new job creation. And they innovate more than large businesses do, generating 13 times more patents per employee. That’s according to AOL founder Steve Case in a recent interview about...Read More

The ‘But You Are Free’ Effect

  • March 12 2013
  • Resource: Loyalty Today

When you ask someone to do something, be sure to include the statement that they are free to choose to do it or not.  Adding this phrase doublesthe likelihood they will do it. A detailed analysis of more than 22K subjects in 42 separate...Read More

What Netflix’s ‘House Of Cards’ Can Teach Your Business About Reinvention

  • March 11 2013
  • Resource: Loyalty Today

Just as the democratization of content empowers individuals, so does it impact companies. New technologies are allowing businesses of all kinds to reinvent themselves. Consider the entertainment industry. In the earliest days of movie-making...Read More

Big Data Ended Work From Home At Yahoo — Will Your Company Be Next?

  • March 11 2013
  • Resource: Loyalty Today

Yahoo! CEO Marissa Mayer used data analytics to justify her company’s ban last week on telecommuting, according to Business Insider. It seems Mayer doesn’t do much without lots of data backing her up. VPN records allegedly indicated...Read More

Top 4 Benefits Of Face-to-Face Team Meetings

  • March 07 2013
  • Resource: Loyalty Today

Recently, my team had our first on-site meeting of this year, and I was very fortunate to have the opportunity to fly 1,500 km from Vancouver to Palo Alto and meet them in-person. What got me excited wasn’t just that I’ve never been...Read More

Cloud Technology Saves An Industry That Plays By The Book

  • March 07 2013
  • Resource: Loyalty Today

Nebraska Book Company uses cloud technology to successfully swim against the current of failing bookstores. “Barnes & Noble is in trouble,” a headline in The Washington Post stated last week, “but bookstores aren’t...Read More

The Brilliant Marketing of Google Glass: Demand Before Supply

  • March 06 2013
  • Resource: Loyalty Today

Most brands struggle to get appropriate attention for their new ideas.  Typically, new products have a highly orchestrated PR strategy, calling in favors from influencers and media, and drawing crowds by having The Black Eyed Peas ...Read More

Imitation As A Source Of Innovation

  • March 05 2013
  • Resource: Loyalty Today

What was the first fast food company? What was the first credit card company? If you’re like most people, you probably didn’t know the answers were White Castle and Diners’ Club. While both companies still exist, they now have...Read More

Reinventing the Phone Company: Strap On The Sensors, The M2M Revolution Has Arrived

  • February 26 2013
  • Resource: Loyalty Today

The telecommunications industry has come a long way since Lily Tomlin’s iconic skit of telephone operator Ernestine accurately captured the frustrating experience of most customers. Savvy communications service providers (CSPs) have long...Read More

The Massive M2M Business Opportunity (Part 3)

  • February 26 2013
  • Resource: Loyalty Today

Machine-to-Machine (M2M) technology has been around for years. Industries like oil and gas, transportation and logistics management rely on it to keep us safe. Medical device manufactures use it to keep us healthy. You and I use it to get to...Read More

Three Must-Do’s For The Modern Marketer

  • February 25 2013
  • Resource: Loyalty Today

In a recent post, I urged CEOs to view marketing as a strategic partner, the glue that binds the different parts of an organization together to deliver a consistent, cross-channel consumer experience. A 2012 report from Forrester and Heidrick...Read More

To Boldly Bank Where No One Has Banked Before — With Mobile

  • February 25 2013
  • Resource: Loyalty Today

More than half a million new customers joined South Africa’s biggest bank in less than a year thanks to SAP Mobile Platform, helping unbanked populations meet their banking needs. Almost half of South Africa’s 51 million people earn...Read More

The Massive M2M Business Opportunity (Part 2)

  • February 25 2013
  • Resource: Loyalty Today

Telcos are sitting on a gold mine of core capabilities and assets, critical for M2M success. In addition to just network connectivity, they have outstanding expertise in large scale service delivery with high reliability and global reach, plus an...Read More

Big Data Can Save Lives — If Culture And Strategy Let It

  • February 22 2013
  • Resource: Loyalty Today

Big Data can be a life saver, figuratively and literally. We’ve all heard about how Big Data can save time and money, but 87 percent of federal IT officials think that real-time Big Data could save a significant number of lives each year. ...Read More

Why Big Data Is Getting The Bully Treatment

  • February 20 2013
  • Resource: Loyalty Today

In the popular middle-grade novel, Blubber, author Judy Blume relates a truly heartbreaking story of a group of bored fifth graders suddenly taking to tormenting one of the girls in their class. In a space vacated by indifferent and lifestyle...Read More

Why CIOs And CMOs Could Be So Happy Together

  • February 19 2013
  • Resource: Loyalty Today

Surely you know the song Happy Together – the 1967 chart-topper by the Turtles that ultimately became the band’s only No. 1 hit and its signature song. It’s one of those songs that defines the era of bands with creatively spelled...Read More

The Massive M2M Business Opportunity (Part 1)

  • February 19 2013
  • Resource: Loyalty Today

How do you get your arms around millions of devices, billions of apps, and trillions of things to end up making money and solving some of the challenges of big data and mobility? SAP’s thought leaders provide insights into what it takes to...Read More

When Tradition Meets GPS-Enabled Rickshaws And Biometric Scans

  • February 15 2013
  • Resource: Loyalty Today

Auto rickshaws are the lifeline for a significant number of commuters in most towns and cities in India. (Image credit: AFP/Getty Images via @daylife) As countries experience rapid growth, it is not unusual to see fault lines develop where...Read More

Big Data Opens Governments And Fosters Innovation

  • February 14 2013
  • Resource: Loyalty Today

One good thing about taxes is that they get citizens invested in government — literally. Taxpayers want to be sure that the government spends their money sensibly, but first they must know how their hard-earned cash gets spent. The City...Read More

The Invisible Gorilla Effect

  • February 12 2013
  • Resource: Loyalty Today

Remember the invisible gorilla video? In an experiment popularized by the book of the same name, volunteers were told to keep track of how many times a basketball was passed between players. While the ball was being tossed, someone in a gorilla...Read More

Treat Customers Like Dates, New Book Says

  • February 12 2013
  • Resource: Loyalty Today

Ted Rubin and Kathryn Rose’s new book, Return on Relationship, deftly explores the value of fostering relationships as the new currency for the digital era.  Think you have heard this before?  You probably have – in pieces...Read More

New Book Explores Power Of Business Relationships In A Sharing Society

  • February 11 2013
  • Resource: Loyalty Today

Ted Rubin and Kathryn Rose’s new book, Return on Relationship, deftly explores the value of fostering relationships as the new currency for the digital era.  Think you have heard this before?  You probably have – in pieces...Read More

30+ Ideas To Create Great Content For Your Customers

  • February 08 2013
  • Resource: Loyalty Today

If you are trying to recruit social ambassadors for your business, you will undoubtedly run into the challenge from your colleagues that they don’t know what to write about. And if our business accepts the Social Business imperative, you...Read More

In a “Me-Tail” World, It’s All About You

  • February 07 2013
  • Resource: Loyalty Today

When I think about retail today, a song by the band McFly comes to mind. The British “boy band” (italicised because they are actually all pretty accomplished, though disgracefully young musicians) recorded it a few years back, and...Read More

HR Analytics And Competitive Advantage

  • February 06 2013
  • Resource: Loyalty Today

“So why should this organization invest in human capital?”Over the past two decades, HR executives and corporate strategists have been engaging more deeply. Yet when the conversation reaches the point where corporate strategy asks HR...Read More

What Every CEO Should Expect From Their CMO

  • February 01 2013
  • Resource: Loyalty Today

We all know that consumers are disrupting companies’ business models. One visible example is the increasingly popular practice of “scan and scram” (a.k.a. “showrooming”), in which customers browse in brick-and-mortar...Read More

What Is Thought Leadership? 5 Steps To Get It Right

  • January 31 2013
  • Resource: Loyalty Today

What is thought leadership? Like most buzzwords, thought leadership is an often misused and misunderstood term. But what is it really? And why do you need to consider developing and publishing thought leadership. 2013 may finally be the year...Read More

Why Your Future CEO Won’t Mind You Aren’t Working Hard At Your Desk

  • January 29 2013
  • Resource: Loyalty Today

Are you feeling empowered that the technology around you allows you more flexibility to manage your work and your life, or are you feeling overwhelmed by the pressures of managing it all?  If you answered “yes” to either of...Read More

9 Top Twitter Tips You Can Start Using Today

  • January 24 2013
  • Resource: Loyalty Today

Is Twitter going mainstream? Whether you are a Twitter newbie or an old pro, Twitter is still a mystery to a great many business professionals. I think Twitter is an amazing tool! I have been on Twitter for almost 4 years. Just 4 short years...Read More

Cyber-Attacks Against Banks Continue: Wall Street, We Have A Problemo, Bro

  • January 23 2013
  • Resource: Loyalty Today

Iran may be behind a massive and sustained campaign of cyber-attacks against numerous Western financial institutions, including Citigroup, Capital One and HSBC, we learned last week. The strikes exploit banks’ Web site encryption, which...Read More

Think Social, Act Personal

  • January 22 2013
  • Resource: Loyalty Today

Many teams – in their rush to build a social business or inbound marketing plan – forget this important first step into a world of social media:  In order to think social, you need to act personal.  Incorporating this...Read More

Getting Real About Real-Time Analytics

  • January 18 2013
  • Resource: Loyalty Today

Analytics used to belong exclusively in the realm of the nerds. The tools and the time required to tease insights out of huge volumes of data were incompatible with the real-time needs of customer-facing business people. But with analytical tools...Read More

22 Best Marketing Quotes To Drive Your Marketing Strategy

  • January 17 2013
  • Resource: Loyalty Today

How do you find inspiration? For many, the simplest ideas articulated in the form of a short quote can help you to think a little clearer, to move a little faster, to work a little harder, to drive toward a loftier goal. So to help you, I have...Read More

13 Questions With The Social CMO Ted Rubin: Listening, Relationships, and The Social C-Suite

  • January 16 2013
  • Resource: Loyalty Today

After doing this awhile, you get to see the signs of the self-promoter and the quick name-for-themselves artists.  You also – with more rarity – get to meet the real deal.  So, I was very pleased when he agreed to sit down...Read More

Myth of the Magic Bullet: What Diet Pills, Athletes and CRM Have in Common

  • January 15 2013
  • Resource: Loyalty Today

Imagen de Hola Gourmets 2009 (Photo credit: jlastras) My father was a chef, so I have enjoyed a lifelong love affair with well-prepared and delicious food of all kinds. But I haven’t enjoyed the subsequent battle of the bulge, which had...Read More

Social Business And The Next Generation

  • January 11 2013
  • Resource: Loyalty Today

So your company now has accounts on all the major social media channels such as Facebook, Twitter, and LinkedIn. Maybe you’re even posting to a Google+, Pinterest, Slideshare or YouTube. These practices, however, are quickly becoming old...Read More

5 Ways Big Data Will Change Lives In 2013

  • January 10 2013
  • Resource: Loyalty Today

Aadhar enrollment center Recently, I saw firsthand how a new “universal identification” program called Aadhar is taking shape in India. It has potential to improve the lives of millions of poor people via Big Data. ...Read More

7 Things Marketers Should Stop Doing Today

  • January 04 2013
  • Resource: Loyalty Today

It’s that time of year when a lot of folks like to make resolutions. New beginnings and all that. Well I’m not gonna take the conventional path here. I mean if you want to lose weight, the steps are pretty simple, right?  ...Read More

Mobile Devices and Customer Service to Make 2013 the Year of the Consumer

  • January 03 2013
  • Resource: Loyalty Today

Targeting specific customers with tailored offers will become a much bigger business in 2013, according to one SAP expert. New technology could help the decades-old concept of personal marketing explode — and make 2013 the Year of the...Read More

Transforming Your Business Model: When Will You Get Started?

  • December 31 2012
  • Resource: Loyalty Today

Technological innovation and digitization provide companies the opportunity to develop profitable, new services. Business leaders who want to transform their business models to include radical, new services are very good at expressing their need...Read More

Trapped In The (In) Box: The 10 Things We Love And Hate About E-mail

  • December 28 2012
  • Resource: Loyalty Today

Let’s face it. If you’re in business you have to use email. Even if you’re not in business you have to use email. Well, just about everyone who uses the internet is stuck in the inbox nowadays. People aren’t just...Read More

Situational Awareness Technology Uses Big Data to Fight Terrorism

  • December 28 2012
  • Resource: Loyalty Today

An off-duty law enforcement officer averted further bloodshed last weekend when she stopped a gunman in a San Antonio cinema. The shooter had already wounded two people and fired upon a marked police car when the officer took action, according...Read More

Big Data’s Big Opportunity in the Bleak Economy of 2013

  • December 27 2012
  • Resource: Loyalty Today

“Companies that have embraced the future have been rewarded,” CNBC’s Jim Cramer said on Mad Money, highlighting SAP’s forward-thinking mindset — and rising stock price. “The company’s last quarter...Read More

The 2013 Marketing Predictions Post: Content Marketing And Social Business

  • December 21 2012
  • Resource: Loyalty Today

In my Marketing Predictions post from last year, I did not break any new ground when I predicted that 2012 would be all about social, content and mobile. I predicted that we would see increased buzz talking about how to become a social...Read More

Classic Rock, Analytics, And The On-Premise/Cloud Debate

  • December 20 2012
  • Resource: Loyalty Today

Only the Velvet Underground could provide such bare contrasts between their world of lacerating noise and squalid cityscapes, and many of their peer musicians’ worlds of rainbows and escapist indulgences. Yet even as the Velvet Underground...Read More

Santa’s Lucrative Business Model Delivers The Goods

  • December 19 2012
  • Resource: Loyalty Today

Last year, I reported on the complex logistics surrounding Santa’s Supply Chain. This year, I want to unwrap the broader business model of Jolly St. Nick and how he miraculously delivers the goods year after year.360-degree View: &ldquo...Read More

Data Privacy And The Cloud: Fact Versus Fiction

  • December 19 2012
  • Resource: Loyalty Today

Is cloud computing “bad or risky” for data privacy? Is personal data more “secure and protected” in the cloud? Or less? The impact of cloud computing on data privacy is a complex and sometimes controversial topic...Read More

Dodd-Frank Stands Technically Corrected and Small Banks Lose

  • December 18 2012
  • Resource: Loyalty Today

“People got a bit lax,” Queen Elizabeth II said last week of the time leading up to the financial crisis. “Perhaps it was difficult to foresee.”The U.K.’s monarch also lamented that her nation’s Financial...Read More

Too Big To Fail Makes A “Fine” Mess For British Banks

  • December 17 2012
  • Resource: Loyalty Today

Solving the too-big-to-fail problem in banking just got international. Authorities could seize a Global Systematically Important Financial Institution (GSIFI) — and dismantle it as appropriate — under a joint plan by the Federal...Read More

Putting Social In Its Place

  • December 14 2012
  • Resource: Loyalty Today

The real benefit of social media tools to the enterprise itself lies in the capacity of those tools to capture and analyze that enterprise conversation for relevant insights, connecting it to the business process it relates to. That’s the...Read More

The Most Disruptive Companies In 2012

  • December 11 2012
  • Resource: Loyalty Today

They lurk quietly in neighborhood garages and large offices, concocting wild ideas and rolling out new business models and products that can take entire industries by storm.  These companies have big ideas that are driving profound change...Read More

Does Analytics Make Us Smart Or Stupid?

  • December 07 2012
  • Resource: Loyalty Today

“If television’s a babysitter, the Internet’s a drunk librarian who won’t shut up” -Dorothy Gambrill, Cat and Girl, 2005As a youth I lived in a strict house, where television viewing was restricted to one-half...Read More

SAP’s ‘Power of Small’ Underscores Importance Of Small Business Ecosystem

  • December 05 2012
  • Resource: Loyalty Today

Today, there are 200,000 small businesses in New York City. Someday, any one of them could become a multinational corporation like SAP, creating thousands of jobs and supporting the global economy in countless ways. Kicking off the SME Summit...Read More

6 Steps To Executing A Content Strategy

  • December 04 2012
  • Resource: Loyalty Today

Content Strategy is a very confusing topic in business and marketing circles. There are plenty of folks out there trying to define content strategy and differentiate it from traditional marketing, content marketing, digital marketing, social...Read More

Digital Customers Now Rule The World. Are You Ready? (Part 2)

  • December 03 2012
  • Resource: Loyalty Today

The other day I wrote about the research we had undertaken in the course of writing The Customer Experience Edgeand four distinct qualities that are critical an outstanding customer experience. Let me go on to say that I’m not alone in...Read More

The Answer To The Question You Have Not Asked May Be The Answer That Will Change Everything

  • November 30 2012
  • Resource: Loyalty Today

If you follow the SAP blogs at all closely, you’ll know that the past few weeks have been very exciting for SAP. Todd Wilms wrote about SAP 360 Customer and the unveiling of SAP CRM Powered by SAP HANA. Richard Howells expanded on that 360...Read More

A Cure For Your Black Friday Hangover

  • November 29 2012
  • Resource: Loyalty Today

Shoppers already dispirited by the crowds and commodities at the mall this holiday season can take heart—there’s a better way. JustBecause is a new Facebook iPhone app that turns gift-giving on its head, focusing on the product not...Read More

Power to the People

  • November 28 2012
  • Resource: Loyalty Today

Speaking to a journalist in 1969 John Lennon offered these insightful, almost prophetic words: “…and the Left Wing talk about giving the power to the people… you know…anybody knows that the people have the power. All we...Read More

Digital Customers Now Rule The World. Are You Ready? (Part 1)

  • November 27 2012
  • Resource: Loyalty Today

Everyone believes that rapidly advancing technology is changing the game, but that’s only half the challenge businesses face. The more significant challenge is this: Digital customers are changing the rules. Armed with smart phones and...Read More

How To Close The Customer Expectation Divide

  • November 20 2012
  • Resource: Loyalty Today

A gap has always existed between companies and customers. Top management formulates a brand promise, and through messaging, packaging, sales, product/service delivery and other means, it works to fulfill that promise. But as author Michael...Read More

Regulatory Reform: It’s The System, Not The Software

  • November 19 2012
  • Resource: Loyalty Today

Trading stood still on more than 200 companies Monday, as a server kept the New York Stock Exchange from publishing quotes for most of the day. Taken alone, this seems like a technical glitch.But combined with earlier problems, such as Knight...Read More

The 2013 Social Business Marketing Manifesto

  • November 16 2012
  • Resource: Loyalty Today

Planning season is well underway and I think it is never to early to look at the Marketing 2012 year-in-review and start to make some predictions for Marketing and Social Businesses in 2013. So here I will lay out my perspective – a...Read More

The Most Toxic Words In Marketing

  • November 15 2012
  • Resource: Loyalty Today

When done right, effective marketing will generate a quantifiable “multiplier effect.” While social media gets much of the recent credit for this phenomenon, it has existed forever, long before the famous shampoo commercial that...Read More

Why SAP 360 Customer is a Real-time ‘Break on Through’ moment

  • November 14 2012
  • Resource: Loyalty Today

Break on Through (to the Other Side) I can hear Ray Manzerek’s analogue keys (pounding bass notes) reverberating through my subconscious as I write this. That riff of intense anticipation as Mr Mojo Risin’ leads us into a primal...Read More

Dodd-Frank and the Global Culture Change

  • November 13 2012
  • Resource: Loyalty Today

Author’s Note: Happy Veterans Day! “The impact of Dodd-Frank for foreign banks is going to be widespread and long-lasting,” according to a recent report by Boston-based research and consulting firm Celent. “The new rules...Read More

31 Easy Ideas To Create Content Your Customers Want

  • November 13 2012
  • Resource: Loyalty Today

“I don’t know what to write about!” If you are trying to recruit social ambassadors for your business, you will quickly run into this challenge from your colleagues. And if you accept the Social Business imperative, you know...Read More

Big Data: A Picture Is Worth A Thousand Words

  • November 09 2012
  • Resource: Loyalty Today

By Rani Goel, Senior Director, Analytics Product Marketing, SAP A lot of ink has been spilled relating to big data; countless articles, blog posts and discussions are about how data is growing by leaps and bounds and how companies need the...Read More

The Walmart Effect: 4 Best Practices for Dealing with that First Huge Order

  • November 08 2012
  • Resource: Loyalty Today

A boy looks at snack foods and drinks at the Grand Opening of the new Walmart Neighborhood Market in Panorama City, California. (Image credit: AFP/Getty Images via @daylife) When a small business gets its first big order it can seem like...Read More

Innovation Lessons From Star Trek

  • November 07 2012
  • Resource: Loyalty Today

The original starship Enterprise (Photo credit: Wikipedia)By Adaire Fox-Martin, SVP Industry Business Solutions for APJ, SAP If we could borrow a line from the suave and dashing Starfleet Captain James T. Kirk to describe the act of...Read More

Does U.S. Election Campaigning Need To Be “Stripped”?

  • November 07 2012
  • Resource: Loyalty Today

By Jamie Anderson, Director, Global Solution Marketing, SAP In 1986 Depeche Mode released Black Celebration. A turning point for the band as they left behind the last remnants of electronic pop for an edgier, darker, sound. I loved it. It...Read More

Not-Ready-for-Real-Time Players Handicap Themselves

  • November 06 2012
  • Resource: Loyalty Today

Three in five financial institutions cannot perform real-time reconciliation because they haven’t started working on it for any of their asset classes, according to a recent survey. And they don’t think they’ll be ready to...Read More

How The Cloud Can Unify The World: OpenStack and Nebula

  • October 31 2012
  • Resource: Loyalty Today

Imagine a world in which researchers share data via one massive supercomputer to advance medicine, energy, agriculture … where nations respond in unison to natural disasters … and governments share services around the...Read More

Are Mobile Proponents All Just Hypocrites?

  • October 30 2012
  • Resource: Loyalty Today

I confess: I can talk a good game about how mobile tools are revolutionizing the way business is conducted. But I don’t live the dream. When I’m composing my Rhapsodies In Blog about the merits of the mobile workstyle, I’m...Read More

Your CMO May Be Your New CIO (And What That Means For Enterprise Mobility)

  • October 26 2012
  • Resource: Loyalty Today

A revolution has quietly been happening in how enterprise tech is purchased. Being someone who both makes his living writing about what’s happening in enterprises, AND being a member of the marketing department of a software vendor in one...Read More

Why Social Media Has Peaked and Needs a ‘Sonny Corleone’-Style Demise

  • October 25 2012
  • Resource: Loyalty Today

After attending a recent conference in New York and hearing some of the brightest social minds in the business and entertainment world discuss their ideas, one thing became very – painfully – clear: social media has reached its apex...Read More

What Video Gamers Can Teach Business About Innovation

  • October 24 2012
  • Resource: Loyalty Today

By Susan Galer, Communications Director, SAP Last weekend I experienced innovation in its truest form. I snagged tickets to see the Video Game Orchestra (VGO) at Boston Symphony Hall. For two hours, I was, as they say...Read More

Too Much Hadoopla?

  • October 23 2012
  • Resource: Loyalty Today

Image via CrunchBaseBy Dan Everett, Senior Director, EIM Solution Marketing, SAP I was speaking with a colleague who is presenting at StrataConf + HadoopWorld this week in New York. His session Tying the Knot Between Hadoop and EDW...Read More

The Good, Bad And Ugly Of Different Mobile Printing Solutions

  • October 22 2012
  • Resource: Loyalty Today

Mobile won’t deliver on the dream of the paperless office, as I argued earlier this week. We’ll read more on our tablets and even smartphones, for sure. But the ability to access and read those files on our devices also whets our...Read More

Join The 1% And Become A Content Creator

  • October 19 2012
  • Resource: Loyalty Today

How does a company move from becoming a promoter of their stuff to a provider of business insights? How do brands become publishers without hiring entire newsrooms full of journalists? Turns out, the answer is simple: take the knowledge, the...Read More

A Multitude of Myths about Millennials

  • October 18 2012
  • Resource: Loyalty Today

If I were a millennial, I would be annoyed with popular media. Whether they are called Millennials, Digital Natives, or Generation Y, people under the age of 30 are typically portrayed as having unrealistically high expectations for their career...Read More

What’s A Company Like You Doing In A [Social] Place Like This?

  • October 18 2012
  • Resource: Loyalty Today

By Margot Heiligman, SAP CRM Solution Management and Hansen Lieu, SAP CRM Solution Marketing Do you have a team listening to what is being said about your company on Facebook, Twitter, LinkedIn and discussion forums?  Better yet, are...Read More

Making Every Interaction Count: 5 Tips For Success

  • October 17 2012
  • Resource: Loyalty Today

By Tracey Arnish, Vice President of Talent Experience, SAP A few months back I had coffee with an individual who I informally met at a leadership event. This individual was interested in joining my organization and had invited me for a...Read More

Four Ways Apple Is Evolving Mobile App Management

  • October 12 2012
  • Resource: Loyalty Today

When Google changed the name of Android Market to Google Play six months ago, I argued that it wasn’t the retreat from the enterprise that it looked like, but actually foreshadowed Google starting up an enterprise app store to...Read More

Is Content Marketing The New Advertising?

  • October 12 2012
  • Resource: Loyalty Today

Content Marketing Ads On SAP's Business Innovation When I ask people what they think marketers do or simply “what is marketing?” they almost always say that marketing is some form of advertising or promotion. We all...Read More

Diversity Drives Innovation

  • October 11 2012
  • Resource: Loyalty Today

The Merriam-Webster online dictionary defines “diversity” as follows: 1: the condition of having or being composed of differing elements :variety; especially: the inclusion of different types of people (as people of different races or...Read More

The Critical Thresholds of Change for Small Businesses

  • October 10 2012
  • Resource: Loyalty Today

Two critical aspects of fast-growing small businesses are constantly running a kind of tortoise-and-hare race: sales and operations. Many companies become so consumed by sales that they fail to see that if operations fall too far behind, it can...Read More

India Opens Its Retail Sector, Why The IT Guys Should Rejoice

  • October 09 2012
  • Resource: Loyalty Today

(Image credit: AFP/Getty Images via @daylife) A few days ago, New Delhi announced a policy opening India’s notoriously fragmented and inefficient retail sector for a 51% foreign ownership in multi-brand retail (think Wal-Mart) and 100...Read More

What Makes Analytics Wizards So Good? They Do Everything Backwards

  • October 08 2012
  • Resource: Loyalty Today

Pinball Wizard (Photo credit: Wikipedia)By Ray Rivera, Director, Solutions Management, Workforce Planning and Analytics, SAP Good analytics is a combination of art and science, where the skillful analyst combines an entire matrix of...Read More

Are Brands Entering An Era Of ‘Truth In Advertising?’

  • October 05 2012
  • Resource: Loyalty Today

It is becoming increasingly clear that marketers and advertisers have been divided into two camps. There are those that embrace the idea that they are share equal responsibility for their brand with their consumer.  They see themselves as co...Read More

Making The Internet Of Things A Reality: Mobility Meets Big Data In The Cloud — “Triple Word Score”!

  • October 03 2012
  • Resource: Loyalty Today

One aspect of working for a global company that I don’t care for are 5 a.m. conference calls with Europe. But what’s even more frustrating is waking up to my alarm clock at 4:30 a.m. only to discover that the 5 a.m. call was cancelled...Read More

Will a Lack of Data Sharing Put Airline Crews and Passengers at Risk?

  • October 02 2012
  • Resource: Loyalty Today

Indian students of Aircraft Maintenance Engineering (AME) listen to their instructor during a practical training session. (Image credit: AFP via @daylife) I know you’ve heard of tree huggers, but have you ever heard of server huggers...Read More

Parents Need Mobile Device Management, Too

  • October 01 2012
  • Resource: Loyalty Today

September is coming to a close, and so will the spate of back-to-school/child-oriented blog posts from me (I promise). Just…after my coming review of the Fuhu Nabi tablet. And – D’oh! – this post...Read More

Why Text Messaging Still Thrives Despite Smartphones, Twitter and WhatsApp

  • September 28 2012
  • Resource: Loyalty Today

The tech industry attracts the worst kind of futurists, Clayton Christensen-quoting types who behold shifting paradigms, looming inflection points and disruptive innovations everywhere they look. The futurism business is so...Read More

Can Your Employees Be Your New Sales Force?

  • September 27 2012
  • Resource: Loyalty Today

Really great sales people have a skill set the rest of us do not natively possess; If you did have those skills, you would weigh your career options differently and probably make a lot more money.  This is not to surmise then that sales...Read More

McDonald’s Transparency Offers Financial Industry Food for Thought

  • September 17 2012
  • Resource: Loyalty Today

“Would you like 500 calories, er, fries with that?”Global fast food juggernaut McDonald’s will list the calorie values on its menus across the U.S. next week, giving customers the chance to evaluate their choices. The parallel...Read More

Do Executives Care About Data Quality?

  • September 14 2012
  • Resource: Loyalty Today

I read a blog by Thomas Redman in the Harvard Business Review (Make the Case for Better Quality Data) that stated, “It costs ten times as much to complete a unit of simple work when the data are flawed in any way as it does when they&rsquo...Read More

The Five Things From Apple’s iPhone 5 Launch That CIOs Will Care About

  • September 13 2012
  • Resource: Loyalty Today

There was a ton of news from Apple‘s event today, many of which may have sounded earthshattering to those nattering away on Twitter (raises hand), but upon more reflection, are probably irrelevant to those of us in the enterprise and...Read More

Restoring Profits and Confidence with Big Data

  • September 12 2012
  • Resource: Loyalty Today

“Retail and commercial banks should be simple and they should be boring,” Lloyds Banking Group’s chief executive said last week. “The industry must change,” António Horta-Osório told the CBI Scotland...Read More

Real-Time Is The Wrong Reason For Your Enterprise To Go Mobile

  • September 12 2012
  • Resource: Loyalty Today

First, it was the Scandinavian-style Smorgasbord. Later, it was Old Country Buffet. My parents were immigrants who grew up in a time and place where starvation was a reality. Naturally, all-you-can-eat restaurants seemed like one of...Read More

The Myth Of Fair Value

  • September 11 2012
  • Resource: Loyalty Today

To prepare for the upcoming holiday shopping season, I’m reading ‘Priceless: The Myth of Fair Value (and How to Take Advantage of It)‘ by William Poundstone. Poundstone references a wide variety of psychologies studies that show...Read More

Counting What Counts – How Outcome Metrics Have Changed The Game

  • September 11 2012
  • Resource: Loyalty Today

Jonathan Becher, Chief Marketing Officer, SAPOriginally published in the September 24, 2012 issue of FORBES magazine. You’re likely to see the world differently if you spend a few minutes with Jonathan Becher, SAP’s CMO. To Becher,...Read More

Four Reasons Why Back-To-School Tablet Rollouts Can Stumble – Or Fail

  • September 06 2012
  • Resource: Loyalty Today

Nothing’s perfect. In creating my map of the 120+ back-to-school iPad and tablet deployments this fall, I learned a few things about what can cause trouble for schools and students. These are good lessons for businesses and other...Read More

Electronic Trading Accidents Can Help Improve Big Data Management

  • September 06 2012
  • Resource: Loyalty Today

More than a quarter of market participants find its current structure “very weak,” according to a recent TABB Group poll, which indicates that all-too-frequent computerized trading goofs are eroding market confidence. Last month...Read More

Chart: Top 100 iPad Rollouts by Enterprises & Schools

  • September 04 2012
  • Resource: Loyalty Today

As part of my research into a forthcoming blog/map showing the largest iPad and other tablet deployments by schools and universities, I also updated my list of the largest publicly-known iPad deployments, including companies, governmental...Read More

Apple Battles With Android-Centric MirrorLink For Control Of Connected Car

  • August 30 2012
  • Resource: Loyalty Today

Android often gets criticized for fragmentation. But the connected car market has it beat by a mile, with literally dozens of competing telematics platforms, each with its own code and quirks for developers to wrestle...Read More

Fantasy Football: Time To Rank And Draft Employees?

  • August 29 2012
  • Resource: Loyalty Today

Thanks to Maryann Salerno & Ridley High Football Team for lending equipment.By Ryan Somers, Senior Manager, SAP  It’s that time of year again and the numbers are astronomical! Fantasy football is a $1 billion industry with...Read More

Facebook’s True Promise Is Yet To Come

  • August 22 2012
  • Resource: Loyalty Today

By reading the recent press and listening to “the street,” you would think Facebook‘s demise was imminent, Mark Zuckerberg will be stepping down to run a Froyo stand at the Westfield Garden State Shopping Plaza (‘Sup...Read More

You’re So Vain, You Probably Think This Blog Is About You

  • August 15 2012
  • Resource: Loyalty Today

Reflections: Carly Simon's Greatest Hits (Photo credit: Wikipedia)By Jamie Anderson, Director, Global Solution Marketing, Web Channel & eCommerce Solutions, SAP“You’re so vain, you probably think this song is about you,...Read More

The Interest In Pinterest: The Ten Things We Love (and Hate) Infographic

  • August 14 2012
  • Resource: Loyalty Today

Oh, there is interest in Pinterest, the visual social sharing site.  But is the site that, in its first month, became the #1 source for referring web traffic (over Google+, Reddit, and LinkedIn combined) a “colossal waste of time...Read More

Pay-It-Forward Trumps ROI Where Social Is Concerned

  • August 13 2012
  • Resource: Loyalty Today

I’ve begun to wonder whether the question, “What’s the ROI on Social?” is a kind of post-modernist Zen koan. It’s one of those questions that is often asked, yet that has no rational answer. Social Media Music...Read More

Business Vs. Customer: The Epic Struggle That Never Was

  • August 10 2012
  • Resource: Loyalty Today

Drinking my coffee one recent Saturday morning, I was slightly startled by a headline in the weekend Review section of the Wall Street Journal entitled, “The Customer as a God.” Religious considerations aside, I was at once...Read More

A Revolution In Production

  • August 08 2012
  • Resource: Loyalty Today

By Claudia Linke, Editor, SAP.info Processes that manage themselves. Products that tell machines what to do next: the next industrial revolution will open up completely new possibilities for the manufacturing industry. A new type of production...Read More

Swarm Intelligence: How The Behavior Of Ants Can Be Used To Improve Everything We Do.

  • August 07 2012
  • Resource: Loyalty Today

What do the Southwest Airlines boarding process and the video game Halo have in common? They both rely on swarm intelligence to improve their experience. Swarm intelligence describes the behavior of a population of simple agents whose aggregate...Read More

How Gamification Kills Classroom Training

  • August 07 2012
  • Resource: Loyalty Today

(Image credit: Getty Images via @daylife)By Mario Herger, Senior Innovation Strategist, SAP“Fun is just another word for learning” – Raph Koster (Game theorist) When I see my five-year old son’s curiosity as he...Read More

The White House Speaks Out On the Economic Power of Big Data

  • August 03 2012
  • Resource: Loyalty Today

By Jacqueline Vanacek Big data offers a grand challenge to reinvent major sectors of the US economy like healthcare, retail, energy and manufacturing. In my recent conversation with Deputy Director Thomas A. Kalil of the White House Office of...Read More

Recycling Lives: Redemption Amid the Rubbish

  • August 03 2012
  • Resource: Loyalty Today

Catadores are the heart and soul of ASMARE, an association of hundreds of recycling professionals located in Belo Horizonte, Brazil, and the reason the organization was created 22 years ago. They are also the reason that I’ve spent nearly...Read More

Does Social Media Leave You Comfortably Numb?

  • August 02 2012
  • Resource: Loyalty Today

Pink Floyd—The Wall (Photo credit: Wikipedia)By Jamie Anderson, Director, Global Solution Marketing, Web Channel & eCommerce Solutions, SAP“Hello, is there anybody in there? Just nod if you can hear me, is there anyone...Read More

Management Lessons Of A Barber Shop

  • August 01 2012
  • Resource: Loyalty Today

A barber shop would seem an unlikely place to collect business wisdom.  Yet I have a story to tell of a little barber shop with lessons for any “commodity” business that wonders how they can differentiate and succeed. My story...Read More

What Olympic Sports Use The Most Mobile Technology?

  • July 31 2012
  • Resource: Loyalty Today

High-tech training has obviously been around for years and infiltrated many sports. But the London 2012 Olympics is a showcase for how mobile has also infiltrated modern athletics. One reason is the way the Olympics is a one-every-four-years...Read More

Home Field Advantage

  • July 26 2012
  • Resource: Loyalty Today

Most sports fans know that home teams have an advantage over visiting teams even though they have never seen any hard facts that prove it.  While fans believe in the home field advantage, they hotly debate the reason for its existence. ...Read More

What Is The Kryptonite Of The Millennial Generation?

  • July 26 2012
  • Resource: Loyalty Today

No generation is just a single dimension or can be defined by a single thing. However, there are certain trends with every generation, and our newest to tackle the business world is no different. I am in constant awe and amazement at the levels of...Read More

What Do Mobile Enterprise Developers Think About iOS, Android, Windows 8?

  • July 25 2012
  • Resource: Loyalty Today

IDC has been surveying mobile developers for the past two years. In mid-May, it polled more than 3,500 developers in a survey sponsored by platform vendor and SAP partner, Appcelerator, to gauge their feelings about Apple versus Google in the...Read More

Is Green The New Gold In Sustainable Olympics?

  • July 24 2012
  • Resource: Loyalty Today

(Photo credit: Wikipedia) In the first two blog posts of this series, I discussed the huge opportunities that the Olympics bring to businesses (Fourth Place at the Olympics Is The Loneliest Place In The World) and the supply chain challenges...Read More

Dear Facebook: Please Give Us A ‘Sympathize’ Button

  • July 23 2012
  • Resource: Loyalty Today

(Photo credit: Sean MacEntee)By Vinay Iyer, Vice President, Global Solution Marketing, SAP I recently complained on Facebook about having to do the dishes by hand when my dishwasher was in its death throes. Several sympathizers posted...Read More

What Chinese Consumers Want

  • July 17 2012
  • Resource: Loyalty Today

 Next week I’ll be in China for our second annual customer meeting. One of the things that makes this event special is we didn’t try to export the US version to China but rather built an event ground up for China.  As Chinese...Read More

Restaurateur Bringing 7,000 iPads to Airports: “We’re Seeing 15-20% Revenue Boost”

  • July 13 2012
  • Resource: Loyalty Today

I interviewed Rick Blatstein, founder and CEO of OTG Management, who says lending iPads calms travelers, “electrifies” the vibe of his airport restaurants, and raises sales. Blatstein is a former nightclub owner who got into the...Read More

How Social Media Amps Up the Value of a Customer

  • July 11 2012
  • Resource: Loyalty Today

The other week my colleague Vinay Iyer posted a blog that looked at how a company might use social media to improve its relationships with their customers. Some companies are already doing this, but it’s also clear that some companies also...Read More

For Your Mobile Enterprise, Build a Genius Bar, NOT A Help Desk

  • July 10 2012
  • Resource: Loyalty Today

Everyone’s suffered through an unpleasant encounter with a member of your company’s technical help desk. Some young, would-be Alpha Geek who sarcastically overwhelms you with jargon while he – and it’s always a he –...Read More

Are Your Customer Service Reps Spending a lot of Time on Facebook? Good!

  • July 05 2012
  • Resource: Loyalty Today

I recently vented on Facebook about having to wait (and wait) for a certain company’s customer service team to get their act together to fix my broken dishwasher. After I endured several excruciatingly long waits in the telephone queue...Read More

Solving the world’s toughest problems with big data, gamification and crowdsourcing

  • June 29 2012
  • Resource: Loyalty Today

What if you could tap the untold reams of data you have floating around your organization to solve a major problem – and you could do it in a fun, low-cost way? If you follow the lead of NetFlix and Kaggle, you can do just that. In an...Read More

CMOs of Cisco, Adobe, and SAP Discuss Leading a Social Transformation . . . and a Few Surprises

  • June 19 2012
  • Resource: Loyalty Today

How do three of the world’s most recognized brands approach digital and social media? Blair Christie, CMO of Cisco; Jonathan Becher, CMO of SAP; and Ann Lewnes, SVP of Global Marketing for Adobe weigh-in on their journey leading their...Read More

Yeah, There’s a .app for That. Why, I’m Not Sure

  • June 14 2012
  • Resource: Loyalty Today

Whether it’s forward thinking or sheeple behavior, but 13 groups applied to manage Web addresses ending in .app, revealed ICANN today. According to the Uber-Registrar, .app was actually the most popular domain name (aka generic...Read More

Is the Growing Amount of Data Making us Stupid?

  • June 12 2012
  • Resource: Loyalty Today

The amount of data being produced is so overwhelming it’s hard to be shocked by the numbers anymore. Recently, I heard that the sheer volume of data created by U.S. companies alone each year is enough to fill ten thousand Libraries of...Read More

You can’t keep saying “It’s not our fault” forever.

  • June 07 2012
  • Resource: Loyalty Today

The other week I flew from Prague to London. Or, rather, I sat. Mostly I sat. When the four-hour delay due to weather was announced in Prague, a collective groan went up. The fellow next to me sighed and said, “This happens every week. Four...Read More

The Unequivocal Connection Between Social Media and Myths, Fairy Tales, & Fantasy

  • June 06 2012
  • Resource: Loyalty Today

Have you noticed the plethora of fairy tale remakes or reinterpretations lately?  Everywhere you turn around in popular media you see an evil queen, a virgin heroine, an unsuspecting hero, or a wised mentor helping to overcome the forces of...Read More

What Businesses Can Learn From the World’s Greatest Brand Manager

  • May 30 2012
  • Resource: Loyalty Today

Clint Eastwood at Cannes (Photo credit: Wikipedia) Clint Eastwood is the world’s greatest brand manager. This is not one of those “Life lessons I learned from Caddyshack,” or “Everything I need to know about business I...Read More

Why Social Media is the Ultimate “Pay-it-Forward” for Marketing

  • May 17 2012
  • Resource: Loyalty Today

Is your organization stuck in social quicksand?  Is social not delivering the payoff you once hoped it would?  Have you read every Twitter Best Practices article on Mashable until you are now dreaming in “Top Ten” lists, but...Read More

How to Fail your Call Centers

  • May 15 2012
  • Resource: Loyalty Today

Last week I had words with an automotive customer service rep named Anne. The “run flat” tires on my car had proven to be a spectacular failure. Instead of enabling Mrs. Leaper to get home safely after a run-of-the-mill puncture, they...Read More

Big Data for Retail is Flying Off the Shelves

  • May 14 2012
  • Resource: Loyalty Today

Today’s retail business is a real-time, information-driven enterprise. Every customer interaction and movement of a product through a distribution network is measured and used to refine pricing strategies, update inventory decisions and...Read More

Dow Chemical: Using Social Media to Educate and Train the Next Generation

  • May 09 2012
  • Resource: Loyalty Today

Think social media is just being used by large companies for gaming or brand awareness? Think again.  Dow is on a mission to utilize social channels to make science a compelling career choice for millennials and the next generation. Their...Read More

New York’s Fashion World Discusses Technology Disruption

  • May 08 2012
  • Resource: Loyalty Today

This week’s Decoded Fashion conference revealed that New York’s fashion designers are increasingly savvy users of technology, especially for creating engaging customer experiences — but the industry faces more wrenching change in...Read More

When Does It Make Sense to Kill the Cubicle?

  • May 07 2012
  • Resource: Loyalty Today

The lighting, colors, materials, variety of common areas and the extensive use of glass help give the building a high-energy, dynamic atmosphere. Cubicle farms continue to live long and prosper and have become the de facto method to organize...Read More

Delivering Inspiring Customer Interactions takes More than CRM

  • April 26 2012
  • Resource: Loyalty Today

Those of you who know my evangelistic tendencies vis a vis CRM solutions may be shocked at the title of this week’s blog. What? Could Leaper be suggesting that CRM is not in itself the be-all and end-all? No, it’s not. I rather like...Read More

5 Ways Richard Branson Could Improve Customer Service using CRM

  • April 17 2012
  • Resource: Loyalty Today

I seem to be on a Richard Branson roll.  Earlier this month I wrote about how I thought Branson’s banking endeavors would benefit from a focus on the kind of personalized customer service that he’s brought to Virgin Atlantic...Read More

Technology and The Power of Small Business To Drive Innovation And Jobs

  • April 11 2012
  • Resource: Loyalty Today

Small businesses are in many ways the lifeblood of the economy. They hold the key to economic recovery around the globe because of their role in driving innovation and creating jobs. Historically, small businesses and entrepreneurs...Read More

CRM with Attitude (Or, How Richard Branson will Transform the Banking World)

  • April 05 2012
  • Resource: Loyalty Today

When Richard Branson and the Virgin Money team joined forces with Wilbur Ross to bail out the UK’s Northern Rock bank, a lot of the pundits took note and started to wonder if Branson might have as disruptive an effect on banking as he&rsquo...Read More

Effective Marketing – Minus the “Creepy” Factor

  • April 03 2012
  • Resource: Loyalty Today

By now, the New York Times article has been widely-circulated and discussed of how Target uses predictive analytics to figure out, based on purchasing patterns, whether women are pregnant and then mails them coupons for relevant items &ndash...Read More

Content Wars: The Struggle For Profit Amidst New Consumption Models

  • April 02 2012
  • Resource: Loyalty Today

If you follow the media industry you will note significant announcements every week. From new tablet devices, to distribution deals and methods, there is increasing uncertainty in not only the distribution models but fundamental questions like...Read More

Why We Love Brands Like They’re Friends: 3 Questions with Interbrand

  • March 22 2012
  • Resource: Loyalty Today

Of the top 100 brands, how many of them call you a customer?  Take a look and do a quick count (I’ll give my answer at the end). Now, for how many of these brands do you advocate?  Do you justify your purchases to your friends, ask...Read More

Rewarding Teamwork

  • March 22 2012
  • Resource: Loyalty Today

I believe every manager is a member of three teams:1. The people that report to that manager. This is usually what someone means when they refer to “my team.”2. The external stakeholders in other departments they work with every day...Read More

Social and the Customer: The Rise of a Single Class?

  • March 04 2012
  • Resource: Loyalty Today

The first person I knew who saw it was an art gallery friend-owner in San Francisco back in 2000.  He used to tell me that he could no longer tell by looking who was going to come in and buy.  Some of his biggest sales were to people...Read More

5 Stupefying Statements from the CRM Call Center (and what to do about them)

  • February 24 2012
  • Resource: Loyalty Today

Having traveled the path with CRM for as long as I have, I am keenly aware of what constitutes both the peaks and the valleys of customer service. CRM has evolved brilliantly, and that has raised the standard for service delivery. We expect good...Read More

Top Brands on Social Media Week: What Intel, Adobe, Wells Fargo, Edelman, and SAP said

  • February 23 2012
  • Resource: Loyalty Today

If you have been following Social Media Week around the globe these last few days, you would have seen some of the world’s best known brands, thought-leaders, and social media advocates come out to voice their ideas, share their opinions...Read More

Top Brands on Social Media Week (Part 2): What Cisco, NVIDIA, and Altimeter said

  • February 23 2012
  • Resource: Loyalty Today

Social Media Week 2012 is now at the half way point.  Today, top brands like Cisco, NVIDIA, and analysts from Altimeter joined me and colleagues from SAP to continue the great conversation.  Hosted at SAP, the event brought luminaries,...Read More

Move Your Unprofitable Customers Up the Value Chain

  • February 22 2012
  • Resource: Loyalty Today

Last week, we took a few days to host what we called the Customer Experience Innovation Workshop, here at SAP in Palo Alto. We were joined by some of the best thinkers in the business -– Lior Arussy, Ray Wang , Henry Chesbrough and Michael...Read More

If They’re Happy and They Tweet It, Buy the Stock

  • January 31 2012
  • Resource: Loyalty Today

There’s nothing revolutionary about gauging consumer opinion, except when you use social media to help. Incorporating properly distilled data from the likes of Twitter and LinkedIn offers investors access to an exponentially broader slice...Read More

Social Media: Why You Suck at Social

  • January 18 2012
  • Resource: Loyalty Today

I am at a conference in New Orleans, where here the term “blackout” (referring to the SOPA protest site blackouts of Wikipedia and others) has a different meaning in the Big Easy and usually comes with some commemorative beer mugs...Read More

[Infographic]: The Evolution of Technology & Its Impact on the Development of Social Businesses

  • January 11 2012
  • Resource: Loyalty Today

Are you feeling particularly empowered as a customer or consumer these days? You should! The evolution of technology over the last five decades has fundamentally shifted the position of the customer as we move into a decade of social business...Read More

Wells Fargo Top 12 Tech Trends for 2012

  • January 10 2012
  • Resource: Loyalty Today

Picking “the rise of the Social OS” as his #1 tech trend for 2012, Wells Fargo senior tech analyst Jason Maynard and his team have released a list of Top 12 Tech Trends for the year that also features “The Internet Is Not Dead....Read More

SAP CIO's Ambitious Mobile Plans for 2012

  • January 09 2012
  • Resource: Loyalty Today

SAP loves to drink its own champagne. My parent company is not only one of the leading enterprise mobility vendors with 17.5 million mobile users, but its internal deployment of mobile devices, software and apps is a role model for the rest of the...Read More

New Year’s Resolution: Engage Your Customers through Social Media like Four Seasons

  • January 03 2012
  • Resource: Loyalty Today

Have you ever met anyone who really gets you? OK, now how about a brand?  One that understands you – knows what you need – relates to you?  If you have ever stayed at a Four Seasons property, you probably know that feeling....Read More

Worst Mobile Predictions for 2011

  • December 29 2011
  • Resource: Loyalty Today

Compared to, say, a cameraman in a war zone, tech writers have it pretty good. The worst injury we can suffer is a stiff back from an especially long product keynote. The biggest job hazard is having our bad predictions thrown back at us, either...Read More

CRM: Christmas/Chanukah-Related Musings

  • December 21 2011
  • Resource: Loyalty Today

So, who among your customers is on your Christmas shopping list this year? Or – whoops! — should you be wishing them a happy Chanukah instead? Not sure? How about giving them something nice but religiously neutral? Looking to your...Read More

To Churn or Not to Churn, That is the Question

  • December 20 2011
  • Resource: Loyalty Today

Product and service delivery has dramatically changed the way businesses operate. In every walk of life, commodities are immediately delivered over the air and to the end user’s device of choice. If we like a song on the radio, we’re...Read More

Three Great Lessons From McDonald's Latest Innovation

  • December 15 2011
  • Resource: Loyalty Today

Over the past couple of decades, drive-through lanes have become the dominant sales stream for McDonald’s U.S. restaurants, which account for about two-thirds of McDonald’s domestic revenue. But what are the options in densely...Read More

Customer Relationships From the Outside In

  • December 12 2011
  • Resource: Loyalty Today

I can remember when customer relationship management (CRM) was the shiniest new toy in the IT bag of tricks. I was working with Tom Siebel and some of the smartest executives in the industry and we felt like we were ahead of the curve....Read More

Why Blogging is Exactly Like Moneyball

  • December 09 2011
  • Resource: Loyalty Today

Be forewarned: you are entering the land of the “baseball analogy” to describe why blogging is exactly like the book “Moneyball” and movie of the same name.  So, here it is: Blogging is about getting on base, not...Read More

Let's Go Alienate Some Customers Today

  • December 07 2011
  • Resource: Loyalty Today

I travel a lot, so I have become something of an aficionado of airlines and airline services. As we all know, I’m something of an opinionated commentator on the subject of CRM solutions, too. What amazes me is what utter failures so many...Read More

Mobile Wallet Anyone? Sure, but Please Make Mine a Smart One

  • December 06 2011
  • Resource: Loyalty Today

  No one can argue with Google, ISIS, Visa and MasterCard – mobile wallets are coming fast and in various flavors. Issuing banks, credit card providers, wireless carriers, handset makers, Near Field Communications (NFC) chipset and...Read More

The Customer Experience Edge

  • December 01 2011
  • Resource: Loyalty Today

“THERE IS ONLY ONE BOSS. THE CUSTOMER. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”  – Sam Walton (Walmart) Clearly, no business can exist without...Read More

Raising the Bar on CRM: Of Turkeys and Black Friday

  • November 29 2011
  • Resource: Loyalty Today

As I start to write this, it’s that odd day in the States known as Black Friday. While respectable Brits are toiling away in their offices (thinking about the future of CRM solutions, in my case), huge numbers of Americans are engaged in a...Read More

Santa's Supply Chain: Best in the World?

  • November 28 2011
  • Resource: Loyalty Today

Gartner likes to publish the Top 25 Supply Chains every year. Unfortunately, there’s one supply chain the esteemed analyst firm continues to overlook. And it just so happens to be the greatest supply chain success story of all time. I...Read More

Is it Time to Occupy CIO?

  • November 21 2011
  • Resource: Loyalty Today

When the IT boss won’t invest in tools that empower workers and boost their productivity, is it time to raise your voice? When mobile tools are treated as ‘executive jewelry’ available only to corner office-types, doesn&rsquo...Read More

Raising the Bar on CRM: Why Should You Have to Ask?

  • November 14 2011
  • Resource: Loyalty Today

Your iPhone 12 is finally here, and it’s ringing. Quick: What do you know about the caller? Is it a customer? If so, what is your CRM system telling you about this customer—right there on the screen, even while the phone is ringing...Read More

Proud to be a Marketeer Again

  • November 08 2011
  • Resource: Loyalty Today

I vividly remember when it happened.  It was not so long ago in a month called July when I was asked at a cocktail party the inevitable fallback question “So, what do you do?”  I immediately begin to brace for their...Read More

The Insatiable Demand for Business Analytics

  • November 08 2011
  • Resource: Loyalty Today

The amount of data is doubling every year. Information from devices, machines and social data, (think Big Data) creates an entirely new set of challenges and reinforces the fact that data will continue to grow exponentially for the foreseeable...Read More

How Angry Birds Boosts the ROI of Enterprise Mobility (and Spells the Doom of Ruggedized Devices)

  • November 02 2011
  • Resource: Loyalty Today

Games: a destroyer of productivity, an enabler for procrastinating employees, right? Not always. In fact, letting – nay, encouraging – your workers to install and play games like Angry Birds can actually boost your mobile deployment...Read More

Social Media Means Transparency into Corporate Social Responsibility

  • October 31 2011
  • Resource: Loyalty Today

We tend to, collectively, think of social media as either “personal,” ”political,” or “commercial.” “Personal” is connecting with old friends from high school, or sharing your love of...Read More

With 7 Billion People, Facts Are No Longer Optional

  • October 31 2011
  • Resource: Loyalty Today

Making data and analysis tools available to all takes the rhetoric out of decision making. Almost half of the population of Pakistan is under the age of 19. Think about that for a moment; what would life be like here, if half the people in this...Read More

Social Storytelling for Business: 3 Easy Steps to Better Convey Your Message

  • October 27 2011
  • Resource: Loyalty Today

True story:  I think we don’t get to where we are in life without help from our mentors.  I have had a few really good ones in my life, but my first one was my teacher, my friend, and my pastor.  He was the first to speak to...Read More

Are You Ready for the Social Supply Chain?

  • October 24 2011
  • Resource: Loyalty Today

As I look forward to the holiday season (yes it is hurtling towards us again), I now do all of my planning, negotiating and actual shopping from the comfort of my armchair. And as a result, my buying habits have changed over the past few years...Read More

Survey: Halloween Season Set to Scare up $6.8 Billion

  • October 18 2011
  • Resource: Loyalty Today

While Halloween is all about reveling in the macabre, there’s nothing scary about the $6.86 billion consumers plan to spend on the 2011 Halloween season. This spook-tacular figure comes from National Retail Federation’s (NRF) 2011...Read More

Smart Grids, Smart Meters, Smart Software

  • October 13 2011
  • Resource: Loyalty Today

In response to new market forces such as globalization, product commoditization, industry consolidation, and the global explosion of data, many industries are redesigning their business models and launching new connected services. But monetizing...Read More

Dialing into Generation M(obile)

  • October 12 2011
  • Resource: Loyalty Today

For Kenny Jahng, an online media consultant in Livingston, New Jersey, there has been no shortage of ‘aha’ moments affirming the educational value of his kids’ iPad 2. Seeing his 10-year-old daughter chat with an after-school...Read More

The future of CRM: one size does not fit all

  • October 11 2011
  • Resource: Loyalty Today

Many CRM systems are still built as though one-size-fits-all. That’s not terribly surprising: In the early days, having any kind of CRM system was better than having no CRM system at all, so a one-size-fits-all approach was acceptable...Read More

Persuading People to Keep Appointments

  • October 11 2011
  • Resource: Loyalty Today

Have you ever made dinner reservations at multiple restaurants and then forgotten to cancel the ones that you didn’t use? While multiple reservations might be convenient for diners, no-shows cost restaurants thousands of dollars per month...Read More

Hey businesses – stop thinking social media, just think social

  • September 28 2011
  • Resource: Loyalty Today

Interested in social media for your business?  So many of us are searching for how to use social media in our organizations – whether they are large global enterprises or small local businesses.  As we move into having a big...Read More

How to Say “Yes” Without Bluffing

  • September 27 2011
  • Resource: Loyalty Today

Out of the blue, a customer rings up and asks his account representative, “Can you deliver two million widgets by Tuesday of next week?” There’s a moment’s pause, and then the rep says, “Yes!” So here’s...Read More

The Future of Social and Mass Media: Wilber, Wang, and Weigend Weigh-In

  • September 22 2011
  • Resource: Loyalty Today

This whole thing started at a playground. True story!  While letting my little boy climb on a retired railroad engine – black and shiny and ominous in its stillness – I was struck that when you get up close, you see vast number...Read More

Google Calls Out Massive Flaw in Mobile Commerce

  • September 22 2011
  • Resource: Loyalty Today

Although mobile commerce continues to grab increasing shares of the holiday shopping market, most of Google’s largest advertisers are blowing their chances of fully exploiting that trend because they don’t have mobile sites. In...Read More

The Race to Control Your Wallet and the Future of Commerce

  • September 20 2011
  • Resource: Loyalty Today

A clash of the titans, featuring names like Google, Apple, Verizon and American Express, is now underway.  What are these giants, representing internet services, devices, mobility and financial services, battling for?  They all want to...Read More

Social Media: 3 Steps from 3 Great Companies

  • September 15 2011
  • Resource: Loyalty Today

I recently attended a digital media conference in with several well-known brands and companies openly discussing their social solutions.  As we talked through sessions, over coffees, dinners, and into the wee hours of the night, 3...Read More

Gamification Gets Down to Business

  • September 15 2011
  • Resource: Loyalty Today

Can the powerful and positive emotions that occur when playing games be harvested for the business world? It’s a thorny question and a radical idea that is gaining traction, especially at this year’s SAP TechEd conference held in Las...Read More

Enhancing Customer Intimacy

  • August 25 2011
  • Resource: Loyalty Today

The Internet being what it is, I should disabuse you now of any notion that this is a conversation about getting into bed with your customers—unless, of course, you manufacture beds. But even then, the kind of customer intimacy I’m...Read More

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