Customer Experience – A lesson from March Madness

  • March 25 2013
  • Resource: Loyalty Today

Stuck to the TV this weekend after a week at the Loyalty Expo, unable to physically do much else, I’m finding a metaphor between topics at the show – achieving the perfect customer experience - and what it takes to win in the...Read More

The Value of Your Loyal Customers

  • March 15 2013
  • Resource: Loyalty Today

Let’s play a little Jeopardy.  Answer:  An organization’s most valuable asset.  Question:  What is a customer? Or should we say:  Customers!! Christine Crandell of New Business Strategies reminded me how...Read More

A Personalized Customer Experience Unlike Any Other

  • March 15 2013
  • Resource: Loyalty Today

Brands always talk about delivering a memorable customer experience, personalizing it to the point where afterward the recipient spouts glowing accolades and referrals. While marketers speak endlessly about making a personal connection and being...Read More

Successful Employee Recognition Programs – Cultural shift or one-off promotions?

  • June 21 2012
  • Resource: Loyalty Today

Received the following today from United: “Recognize excellent customer service and you could win big.  United's new Outperform Recognition Program rewards eligible employees who provide excellent service and the eligible...Read More

Nordstrom's Loyalty Program Creates... Loyalty

  • January 11 2012
  • Resource: Loyalty Today

There is an interesting article in today’s Wall Street Journal about how Nordstrom Inc. in enhancing their loyalty program by lowering the price of its rewards.  As the article explains, “The store’s frequent customers...Read More

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