Will the in-store customer experience be Apple Watch’s Achilles heel?

  • April 11 2015
  • Resource: Loyalty Today
  • Brian Clark

Ahead of the April Apple Watch product launch, people are struggling to make sense of it in much the same way iPhone confounded many in the market in 2007.Think back to April 2007, buzz for the original iPhone was building as the initial...Read More

A New Era in OTA Customer Loyalty. Is Rocketmiles Going to Be Priceline’s Sleeper?

  • April 09 2015
  • Resource: Loyalty Today
  • Gina Cuff

With the recent announcement that Expedia has made a bid to purchase Orbitz, the world of online travel agencies (OTAs) is shrinking. Dramatically. If the deal goes through (it likely will), there will be two major OTAs left...Read More

You Can’t Rush a Business to the Altar. The 3 Stages of a Long-Term B2B Relationship.

  • March 26 2015
  • Resource: Loyalty Today
  • Carrie Holmes

In B2B marketing, content is the currency for customer data “value exchange.” With increased focus on privacy in recent years, the stakes have gotten higher with soaring expectations for what content is worthy of trading precious...Read More

Is the U.S. Finally Ready for a Coalition Loyalty Program? It Depends.

  • March 25 2015
  • Resource: Loyalty Today
  • Gina Cuff

Plenti, the new loyalty program just announced by American Express, is touting itself as the “first U.S.-based coalition loyalty program.” For those who have been involved in the loyalty marketing world for more than a few years, there...Read More

B2C Loyalty in a B2B World? Yes.

  • March 22 2015
  • Resource: Loyalty Today
  • Gina Cuff

Lenati’s own Kris Klein and Clay Walton-House recently had the opportunity to contribute to a Forrester B2B Loyalty Marketing Report, B2B, The B2C Way, published by Forrester analyst Emily Collins. In the article, Collins conveys...Read More

Customer Experience: Balancing Surprise and Simplicity

  • March 20 2015
  • Resource: Loyalty Today
  • Paul Conder

As customer experience strategists, we are seeing two popular competing approaches to customer experience (CX)—“surprise and delight” versus “effortless simplicity.” These are both valid CX approaches depending on the...Read More

Content2Conversion's Conference: Back to the Future for B2B Content Marketing

  • March 10 2015
  • Resource: Loyalty Today
  • Liam O'Connor

The recent Content2Conversion Conference hosted by Demand Gen Report in Scottsdale, AZ delivered a great forum on the intersection of strategic demand generation and content marketing for B2B marketers.  But amid the...Read More

Whole Foods Launches Loyalty Program: Smart, or Just Another Grocery Rewards Program?

  • February 25 2015
  • Resource: Loyalty Today
  • rgoldman

Whole Foods recently launched a customer loyalty program pilot in the greater Philadelphia market, and on the surface, it doesn’t appear too differentiated from other grocery rewards programs.  Customers earn one...Read More

Content Marketing: It’s Not All About You

  • February 20 2015
  • Resource: Loyalty Today
  • Carrie Holmes

Most B2B marketers already engage in some form of content marketing. Depending on what research you’ve read, it’s anywhere from 80 - 90% of marketers are using content to drive leads. They post to blogs, Tweet, build...Read More

The Customer Journey of Past and Present

  • February 13 2015
  • Resource: Loyalty Today
  • Paul Conder

A customer journey map is a visualization of customer experiences, aligned to a sequence or process over time. At Lenati, we use customer journey mapping to build an understanding of complex customer interactions – identifying...Read More

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