Achieving Client Advocacy in the B2B World

  • April 02 2012
  • Resource: Loyalty Today

This week in Orlando, Kim Hammond (from QTS) and I had the opportunity to present at the Loyalty 360 Engagement Expo.  The audience was highly engaged as we talked about some of the common challenges organizations face Achieving Client...Read More

Creating a Brand Ritual Takes More than Points and Rewards

  • April 02 2012
  • Resource: Loyalty Today

After spending the last few days at Loyalty Expo in Orlando I heard no shortage of different points of view on the future of loyalty and loyalty programs.  From conversations around NPS scores and measures to a great panel discussion on the...Read More

A Case for Responding: Good Customer Service Drives Loyalty

  • April 02 2012
  • Resource: Loyalty Today

 Customer feedback is a popular topic these days, and it makes me think about my own experiences and how companies’ responses continue to shape my perceptions.  I might have ongoing positive experiences with a company, which...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

Tips: Responding to Irate Customers Online

  • March 28 2012
  • Resource: Loyalty Today

It’s important to understand that online customer complaints can occur with any company, despite a focus on customer delight and customer service. When these things happen, be glad they’ve come to you or made you aware of it in some...Read More

Customer Service Expert Tips

  • March 28 2012
  • Resource: Loyalty Today

There were so many great articles on customer service yesterday that we thought a round-up was in order. Tell us, which one is your favorite and why?• Inc.: 5 More Habits of Customer-Obsessed Companies by Amy Buckner Chowdhry Firms like...Read More

Amex decodes the value of a Tweet

  • March 28 2012
  • Resource: Loyalty Today

You have to hand it to AmericanExpress for sheer brand chutzpah.  They commandeered the idea of Social Currency and seem to be doing a good job (or at least a better job than their counterparts) of leveraging the social space to build onto their...Read More

Can Free Shipping Make or Break an Online Sale?

  • March 27 2012
  • Resource: Loyalty Today

As a former big city girl living in Denver during my formative years and Chicago in my 20s and 30s, I always wondered what life in the country would be like but never enough to give it more than a passing thought.  I was sure it would be too...Read More

New Facebook – Interpretation for Brands

  • March 27 2012
  • Resource: Loyalty Today

Do you know how to use Facebook to optimize your INTEGRATED social media/marketing strategy and plan? Are your driving MEASURABLE results? I have some recommendations. There was no shortage of coverage on Facebook’s changes for brands as...Read More

An Innovative Approach to Segmentation for a Changing Insurance Industry

  • March 27 2012
  • Resource: Loyalty Today

The 2014 implementation of many of the Affordable Care Act’s (ACA) key provisions has sparked a great deal of speculation about the future of the healthcare market; there seems to be no end to the models predicting how the law will impact...Read More

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