Videos & Podcasts

Loyalty marketing, as we know it, has never been more in the mainstream of marketing than it is today.  We’re seeing greater attention paid to our niche, with record attendance at Loyalty Expo and growing interest from more brands in...Read More

In recent years, digital platforms have taken our everyday activities and enhanced them virtually. Facebook started with the “real world” concept of friendship and gave it some online benefits. LinkedIn granted the networking lunch...Read More

In my past experience, even when working closely with SEO and PPC marketing firms, our online marketing campaigns have yielded a few big ugly doughnuts. And those dog campaigns are demoralizing, even when done in the context of “testing...Read More

One of the questions clients focused on customer satisfaction and loyalty often ask me is “how do my NPS scores compare to others?” NPS*, or Net Promoter Score, is a metric for measuring customer loyalty based on the question, &ldquo...Read More

Social networking isn’t new—it is a concept that has existed for centuries.  What is new is that the influence of a consumer’s social network has been recently amplified by the digital organization of our existing social...Read More

For a long time the good people who market brands and look to build loyalty have understood that changes in demographics almost always equals a shift in how people see the world. However, the demographic lens has really only in the last 10-15...Read More

I started my career in sales.  In sales, you learn very quickly that it is much easier to sell to an existing – rather than a new - customer.  The fact that existing customers are valuable isn’t a difficult concept to grasp...Read More

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