Lessons From Crisis Managers: How to Lead a Customer Service Team in Times of Crisis

  • June 19 2020
  • Resource: Loyalty Today
  • Derek Jones, Qualtrics

As the world faces new challenges created by an unprecedented global crisis, many businesses are waking up to the reality that business change can happen anywhere, at any time. And while organizations may not be able to control crises, what they...Read More

As Seen in Adweek: As Retailers Reopen, Gen Z and Millennials Remain Cautiously Optimistic

  • June 18 2020
  • Resource: Loyalty Today
  • Jordan Ben, Social Media Link

The following article was originally published in Adweek here The novel coronavirus pandemic has ravaged many retailers in the U.S., leaving some legacy organizations announcing bankruptcies and others reeling from layoffs.However, some...Read More

When Supporting Customers Means Better Business

  • June 17 2020
  • Resource: Loyalty Today
  • Ben Rogers, Qualtrics

How much do you feel supported during the crisis? That’s the customer data every company needs during the crisis, but very few have. With its own customers feeling pressure, and with traditional interactions scrambled, enterprise...Read More

Can Promotions Drive Increased CPG Sales?

  • June 16 2020
  • Resource: Loyalty Today
  • Bill Bodnar, PDI

Even though some states are reopening, many consumers are still taking a wait and see approach to getting on with life as we used to know it. Shopping habits have likely been changed forever. Consumers are shopping less but more in bulk and...Read More

New Study Shows Consumers’ Online and In-Person Plans as the U.S. Heads Back to Business

  • June 15 2020
  • Resource: Loyalty Today
  • Bruce Temkin, Qualtrics

Originally published on Forbes.As many parts of the U.S. loosen their COVID-19 restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand...Read More

Game On -- Leveraging Leaderboards & Badges for Loyalty Engagement

  • June 12 2020
  • Resource: Loyalty Today

Flashback to 1978. A group of friends gathered around a Space Invaders machine, accidentally spilling Pepsi on the floor due to excitement.Their buddy is about to get those last few points that will let him enter his three initials on screen...Read More

The Post-Pandemic Opportunity For The Consumer Packaged Goods (CPG) Industry

  • June 11 2020
  • Resource: Loyalty Today
  • The ICF Next Team

As we continue our content series on how brands are managing the business curve of COVID-19, we explore how leading CPG brands are seizing the opportunity to emerge from COVID-19’s disruption more relevant—and more human...Read More

How Trust, Purpose, and Customer-Centricity Will Shape The Financial Institutions of Tomorrow

  • June 10 2020
  • Resource: Loyalty Today
  • The ICF Next Team

Financial institutions were in a unique position at the outset of the COVID-19 crisis. Here’s how they responded and what the implications are for an industry slow to change.The COVID-19 crisis has brought about a uniquely devastating mix of...Read More

How Canada’s Largest Credit Union is Helping Both Members and Employees Respond to The Pandemic

  • June 09 2020
  • Resource: Loyalty Today
  • Liesl Nielsen, Qualtrics

When COVID-19 hit, many Vancity employees saw their workload skyrocket, said Tony Xu, Research Consultant for the Canadian credit union.The global pandemic affected not only Vancity employees — many of whom were suddenly working from home...Read More

Conscientious Collaboration: An Industry Poised for Change

  • June 08 2020
  • Resource: Loyalty Today
  • The ICF Next Team

Due to the COVID-19 pandemic, the travel and tourism industry faces an unprecedented crisis. Like any unforeseen situation, the challenge is not the circumstance itself, but how brands navigate their way out of it. The industry will re-enter into...Read More

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