Videos & Podcasts

This week, IBMs Institute for Business Value Global Consumer Study found that many customers will share their data with retailers or brands - but that they expect a few things in return. Specifically, they want customized offers tailored to their...Read More

More and more, online consumers are impatient when trying to purchase online. Many expect answers to their problems instantly, similar to the type of help they would get in-store, suggesting that email and phone customer services alone are not...Read More

Nearly two-thirds of Hispanic shoppers' social posts about loyalty programs occur after a purchase has been made, and as much as 20% of the conversation around loyalty programs comes from non-members, according to a new study released by omni...Read More

Crossing the Chasm, a landmark 1991 book, explored the challenges high-technology markets face while moving from obscurity to ubiquity – early adopters and mainstream users have very different needs. What’s needed, the author argued...Read More

Launching a co-branded credit card program may not be a big deal in the U.S., but in Canada it’s a bit different especially when a non-bank – Toronto-based telecommunications company Rogers Communications – is involved, according...Read More

As I think about the upcoming Engagement & Experience Expo, while reflecting on the concept of expectation matching, I decided to do a little market research. For the last week, I tracked all emails I received from both B2B and B2C...Read More

When developing or enhancing a loyalty program, brands should focus on their most loyal customers – and not on acquiring new ones, according to David Robinson, senior marketing lecturer at the University of California-Berkeley. Robinson...Read More

David Kravetz, Co-founder, Catalog & Web Team Leader, at Fairytale Brownies, told Loyalty 360 that his company began discussing loyalty initiatives and/or programs a few years back and were unsure which path to take. During an engaging...Read More

We have reached the point where it has become impossible to neglect the impact and importance of “international” in retailing. Whether it is Zara or H&M, Ikea or Sephora, Aldi or Amazon, the list of leading retail companies now...Read More

Customer service in the today’s economy needs to be “super-sized.” If ever there were a time when a business could get away with offering a good product without caring about customer satisfaction, that time is long gone.Read...Read More