Videos & Podcasts

Most companies know that it’s less expensive to keep existing customers than to acquire new ones – right?  I thought about this the other day after reading a LinkedIn post showcasing a time-tested list of data points...Read More

Incorporating elements of game play into a person’s life usually begins at a very young age when a parent or caretaker turns a spoon into an airplane, and a child’s mouth is transformed into a destinationREAD THE FULL ARTICLE  ...Read More

Many brands pay lip service to the ongoing quest of “listening to the customer”, but at JetBlue Airways it’s not just another catchphrase. It’s an abiding belief that drives the company on a daily basis. Just ask David...Read More

Laura Rick is Director of Member Retention for the Miami Dolphins and Sun Life Stadium. The Dolphins launched The Fin Club loyalty rewards program last year. How would you like to take a limo to a Miami Dolphins home game on the teams tab? Or how...Read More

Sounds easy doesn’t it?!  How do you start such a strategy? Do you even know who your most profitable customers are? Typically most data led organisations understand the need to identify different segments of their customer base to...Read More

Whether you are in a role as a product developer or manager, as a company executive or leader, or on the front line working with customers, you have the opportunity and privilege to champion your business’ total customer experience. It is...Read More

Today’s shopper may be more informed, empowered, sophisticated and demanding than ever before, but they are still driven by the same emotional needs they always have been. However, meeting those needs, engaging customers and securing the...Read More

These days it seems the term “customer engagement” is becoming one of those terms that gets thrown around like insight, actionability and many others.  Customer engagement is something every company really wants. It’s like...Read More

For most companies today, customers are viewed within the context of the organization’s functions and products. The brand or product marketing department discusses the customer from a need or attitudinal standpoint. The finance department...Read More

I recently shopped at a retail store while on vacation. At the register, I was asked if I wanted to enroll in the store’s loyalty program. I politely declined explaining I was from out of town. That did not seem to faze the sales clerk who...Read More