Good Marketing vs. Invasion of Privacy

  • October 11 2011
  • Resource: Loyalty Today

Everyone wants a deal. That statement seems true enough in today’s world. For instance, some of the hottest websites and stocks right now are Groupon, Living Social, and Yipit. Even if you don’t hit the web for a deal, I am sure that...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

Who is J.D. Power, Anyway?

  • October 10 2011
  • Resource: Loyalty Today

In my position as research assistant at VIPdesk, I often list and quote companies that top and make various J.D. Power & Associates surveys and lists but until recently, I never really thought much about the J.D Power and Associates firm or...Read More

Customer Delight Insight with Ontario General Manager

  • October 10 2011
  • Resource: Loyalty Today

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. Rick Harvey, General...Read More

Airline Bankruptcy Fears Highlight Power of Frequent Flyer Programs

  • October 08 2011
  • Resource: Loyalty Today

As my team prepares to be part of Airline Information’s ATPS/Co-Brand 2011 Airline and Travel Payments Summit in Toronto Canada this week, rumors of American Airlines filing for bankruptcy protection got my attention. Not only did the...Read More

Marketing Wisdom from Un-Marketing

  • October 07 2011
  • Resource: Loyalty Today

A few weeks ago I attended the Western States Acquirers Association Annual Conference where I was lucky enough to be entertained (because presentation sounds so boring compared to what it was) by the keynote speaker Scott Stratten, the president...Read More

Taking the best marketing action

  • October 07 2011
  • Resource: Loyalty Today

In my last post, titled How to find the most profitable growth opportunities, I talked about the first of three main customer challenges that we solve with our Customer Intelligence solutions, finding the best growth opportunities, which...Read More

Steve Jobs Left a Legacy in Loyalty

  • October 06 2011
  • Resource: Loyalty Today

I was checking email and some social sites last night and saw a post on LinkedIn making reference to “missing Steve Jobs”. I thought it was a comment about his announcement to retire from leadership at Apple this past month until I...Read More

Take Action After Your Customer Advisory Board Meetings

  • October 06 2011
  • Resource: Loyalty Today

Show Your Customers You Are Listening One of the biggest keys to success with your Customer Advisory Boards (CABs) is to identify the actions and/or next steps your organization will take following the meeting.  Your customers devoted...Read More

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THE LOYALTY PULSE SURVEY

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Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?