CONTENT GALLERY

Almost every company is in the customer care business, whether you are a B2B or B2C company; you, your employees and your colleagues are all delivering some sort of customer service day in and day out. Be it good, bad or indifferent…At...Read More

Actually, it’s all up to you.  You get to choose.  So then … does knowing that make you feel empowered … or is it already causing you some anxiety? I have had the opportunity to observe firsthand both situations...Read More

One of the greatest ironies about Loyalty Marketing is how people continually oversimplify the space. Among numerous industry sizing studies, it has been pointed out more than once that the biggest “competitor” in the industry is...Read More

One of the core features of the LoyalNation P.R.I.D.E. Platform is the ability to link participants together through peer to peer recognition.  The benefits to this include across the organization transparency of achievement metrics...Read More

As previously mentioned, I am at DMA:2011 in Boston with David Meerman Scott and he was the featured guest at our executive dinner this evening.  We invited marketing executives attending this conference to have dinner with the best-selling...Read More

Last week I posted a blog about the limitations of Groupon and the need for businesses to focus on a loyalty initiative as well as daily deals to retain customers drawn in by the discounts. So imagine my surprise when this Wednesday my twitter...Read More

We’ve heard so much about Groupon. Actually we’ve heard a lot about “daily deals” but Groupon has become synonymous with the category, while Living Social maintains its position as a strong #2. As you’ve probably...Read More

OK, so there’s no set formula for calculating ROI on Customer Experience Management (CEM) and we all know that it’s not really possible to quantify quality. What we need to realize, however, is that improving customer experience is...Read More

At Safelite AutoGlass®, each of our markets tracks its own Net Promoter Score (NPS). At the end of the year, we followed up with our top 10 NPS markets to ask the general managers how they deliver customer delight. Joe Black, General...Read More

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