Videos & Podcasts

I’d feel compelled to apologize to Abraham Lincoln for my title, but he didn’t originate the other, more common use of this phrase. You see, “a house divided” as a concept was biblical and Lincoln, being an avid reader of...Read More

I remember speaking to a department store retailer many years ago about what exactly customer loyalty was, and he said to me, “Loyalty? If you want loyalty, buy a dog!” I have never forgotten that phrase, and it still makes me laugh....Read More

There is compelling evidence suggesting that consumers increasingly expect an enhanced brand experience, one that takes loyalty beyond the points-for-rewards stereotype, delivering on emotional experiences as much as any tangible reward. Despite...Read More

Having recently read The Power of Habit, I’ve learned that it is possible to provide a very positive experience when leaning on the volatile human.  We need to empower our employees yet provide them with clear, concise training to...Read More

The UK’s high-street woes have continued into 2013 as winter brings dark days for some well-known brands. Music retailer HMV followed photographic equipment specialist Jessops into administration, with movie rental chain Blockbuster...Read More

Breaking news – major changes to travel loyalty programs!  Lots of discussions are happening around this topic lately.  As jaded as I may be, these changes didn’t seem like breaking news to me, my initial reaction was...Read More

Although big data presents huge marketing opportunities, many companies simply can’t keep up with the amount of customer information being generated every day. So while marketers have become adept at capturing large quantities of data from...Read More

There’s a common misconception in the market today.  The perception is that sales drives company success.  Makes sense.  After all, businesses make money and gain share when they increase sales.  But this is only part...Read More

According to a 2010 study conducted by Vovici, Americans are delivered more than seven billion surveys per year. Of these, 2.6 billion actually get completed. And, if you listen to recent expert opinions, that number decreases every year. Why...Read More

For several years, the common theme in the direct and interactive marketing industry has been the connection of customer centricity and business strategy. The marketing community is now building momentum around customer relationship marketing...Read More