When It Comes to Personalization, Good Intentions Won’t Get it Done

  • May 26 2017
  • Resource: Loyalty Today
  • Eric Holtzclaw

If your company is working toward personalization, you're on the right track. But if you're overwhelmed at the possibilities, remember that all you're trying to do is be human: Listen to your customers, remember what they say, and...Read More

Webrooming vs. Showrooming: Are You Engaging Both Types of Shoppers?

  • May 18 2017
  • Resource: Loyalty Today
  • Ernan Roman

According to Forrester, "webrooming consumers will bring in $1.8 Trillion in sales in 2017." Marketers need to understand this new type of shopper. If you are not adjusting your strategies to keep pace with this new reality, you could...Read More

Close the Communications Loop

  • March 30 2017
  • Resource: Loyalty Today
  • Eric V. Holtzclaw

So you've already consulted the matrix and have a more well-rounded idea of what communications your customers are already getting from your company. Now it's time to consider the types of conversations you're having with customers...Read More

Research Shows Marketing Personalization Misses The Mark

  • April 15 2016
  • Resource: Loyalty Today
  • Alissa Hallock

Here's what a leading CMO told me recently when I asked about the quality of their CX and personalization: "We are using new CRM technology to automate old, bad behaviors…not being guided by how our customers define improved CX...Read More

Moving Away From Single-Faceted Data

  • March 10 2016
  • Resource: Loyalty Today
  • Eric V. Holtzclaw

When reaching out to potential and existing customers, you already know that some level of personalization goes a long way to attracting attention and engaging your audience. Data gathered on-site has the capacity to deliver information to brands...Read More

Connecting the Customer on Every Channel

  • February 23 2016
  • Resource: Loyalty Today
  • Eric V. Holtzclaw

We previously wrote about how United Airlines put an iPhone 6 Plus in the hands of every flight attendant, making personal, seamless attention possible for flyers. At the time, the in-flight experience was enhanced by flight attendants...Read More

Employee Engagement and Better Customer Engagement in 2016

  • February 12 2016
  • Resource: Loyalty Today
  • Owen Stern & Gal Rimon

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front...Read More

Put Life Into Your Customers' Life Cycles

  • January 27 2016
  • Resource: Loyalty Today
  • Alissa Hallock

The term "closing a sale" is unfortunate. It reflects marketers' thinking that with the acquisition of a sale they can move on to something else. Instead, the sale should be viewed as a unique opportunity to begin to engage the customer across...Read More

Converting New Shoppers to Constant Customers

  • January 04 2016
  • Resource: Loyalty Today

While projections and outcomes for Black Friday and Cyber Monday took up many headlines, I found that the deeper part of those shopping dynamics told a far more interesting story. Sure, the shopping frenzy weekend was an overall positive result...Read More

Preference Collection Best Practices: How Consumers Reveal Preferences

  • December 03 2015
  • Resource: Loyalty Today

Preference Management Video Series Now that we’ve established that preferences are self-reported consumer opinions related to potential interactions between customer and company, the next consideration is how you might go about...Read More

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