We recently attended CRMC in Chicago and were struck by how the conversation has shifted on a number of fronts. While there was a notable theme around the basic fundamentals of CRM and a not so inconspicuous lack of shiny bright objects (i.e., Facebook, Groupon, etc.) compared to recent years, more than ever there was increased discussion around the importance and usage of non-points-based loyalty programs and benefits.
This is something we’ve been writing about and working....