A Millennial Perspective on Customer Experience

  • September 08 2011
  • Resource: Loyalty Today

Kobie Marketing believes that customer loyalty can be accelerated through delivery of great customer experience. Flip this statement around, and you also understand that we believe the absence of a stellar customer experience can be a big...Read More

Avoiding Loyalty Program Disaster

  • September 08 2011
  • Resource: Loyalty Today

Back in June I posted a blog highlighting Caribou Coffee’s Stay Awake for Summer loyalty program. Participating in the program was as easy as picking up a card, buying seven drinks and getting the 8th for free. The programs simplicity and...Read More

Article of Interest: Rewards Breakage – Boon or Bane?

  • September 08 2011
  • Resource: Loyalty Today

I recently read a rather lengthy article, “Rewards breakage-boon or bane? The role of technology in optimizing breakage” by Sanjai Velayudhan, Senior Manager, Loyalty Programs, ITC Infotech. This article was eye opening on the amount...Read More

Dreamforce 2011: Wrap Up and Reflections

  • September 07 2011
  • Resource: Loyalty Today

This post is written by Bob Marsh, SVP Sales Strategy & Head of Sales Contest Builder here at ePrize. Last week a few members of our team headed out to San Francisco to attend the very popular Dreamforce Conference and to showcase our new...Read More

The element of surprise (and delight)

  • September 06 2011
  • Resource: Loyalty Today

Don Adams: We believe that any company, B2C or B2B, has opportunities to surprise and delight their customers, whether they offer a published loyalty program or not. Our focus here will be how and when the strategy can be more effective within a...Read More

Employee Engagement, Zappos Style

  • September 05 2011
  • Resource: Loyalty Today

Delivering Happiness by Tony Hsieh was recommended to me by an author and Ph.D. in the recognition and rewards space, saying “I haven’t finished a book in ten years – this one I completed in two days.”  Hsieh offers...Read More

A Tale of Two Restaurants

  • September 05 2011
  • Resource: Loyalty Today

A co-worker and I were sharing recent experiences at two different casual dining spots.  What we had in common? A poor execution of a menu item.  What turned out to be the defining differentiator?  Management’s response.Here...Read More

The Gamification of Loyalty

  • September 02 2011
  • Resource: Loyalty Today

In case you missed it, AiMA had their monthly event on Wednesday night. Action! Gamification Technology and User Behavior Social Media with Chris Nelson (CMT), Gab Aldrige (The Super Group), Craig Kronenberger (Edelman), and Omar Divina...Read More

Delivering Customer Experience Requires a Holistic Approach

  • September 02 2011
  • Resource: Loyalty Today

The majority of what I’ve been reading lately seems to identify the “customer experience” with a purchase transaction. With most examples and case studies shared online citing in-store purchase experiences for specialty retail...Read More

Article of Interest: The Greatest Customer Service Story Ever Told, Starring Morton's Steakhouse

  • September 01 2011
  • Resource: Loyalty Today

So, I’ve been following Peter Shankman since I discovered HARO (help a reporter out) a couple of years ago; an extremely useful concept for both reporters and marketers alike. Since then, I’ve seen his following grow. Today he has...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?