Jan 04 2016 | Loyalty Today
While projections and outcomes for Black Friday and Cyber Monday took up many headlines, I found that the deeper part of those shopping dynamics told a far more interesting story. Sure, the shopping frenzy weekend was an overall positive result for retailers, but upon closer inspection, the...Read More
Dec 03 2015 | Loyalty Today
Preference Management Video Series Now that we’ve established that preferences are self-reported consumer opinions related to potential interactions between customer and company, the next consideration is how you might go about gathering preferences. When consumers opt-in with their...Read More
Nov 25 2014 | Loyalty Today
Forrester Research analysts Luca Paderni and Shar VanBoskirk recently offered some interesting 2015 predictions for marketing professionals. The brief includes a special section on preference management where Paderni and VanBoskirk explain:“Brands that want to better understand...Read More
Nov 07 2014 | Loyalty Today
Just a few short years ago, it was surprising to learn that someone didn't have a landline phone. The "mobile-only" early adopters were objects of wonder: what if your battery dies? What if you experience a network outage? What if you lose it? It seems silly now. Roughly half my friends and...Read More
Nov 06 2014 | Loyalty Today
While most of the marketing world is still fixated on the blurry lines that separate a CMO and CTO, a new role is emerging that may offer some clarification. Enter the Chief Customer Officer, the primary advocate for the end user and mediator on their behalf within the company. According to a...Read More
Nov 05 2014 | Loyalty Today
A recent study conducted by Tapad and Forrester reveals that when it comes to doing business online, more than half (51 percent) of consumers choose the device they use based on whatever they're nearest to when they first become interested in a product or brand. This information should make...Read More
Nov 04 2014 | Loyalty Today
Obviously, this is a powerful and important demographic for us to consider when planning marketing strategies. Conventional wisdom holds that boomers lag their younger, faster, and more technologically proficient millennial counterparts when it comes to digital engagement. However, an estimated...Read More
Nov 03 2014 | Loyalty Today
A five-part series that discusses preference collection best practices
The conversational model of preference collection demands convenient, timely, branded experiences that seamlessly align with the customer's priorities in a given interaction. For example, a customer completing an...Read More
Nov 02 2014 | Loyalty Today
A five-part series that discusses preference collection best practices
Customers view companies as one entity, not as individual business units or discrete functional groups (e.g. sales, customer support, etc.). In order to support customers’ expectations, preference collection...Read More
Nov 01 2014 | Loyalty Management: Articles
We’re all familiar with the scene: a solitary fisherman astride a rushing river, his fly dancing across the water as he flicks his rod back and forth. It all seems effortless and relaxing – the fly fishing ideal. As an avid fisherman, I can tell you how hard it is to learn to fly fish...Read More
Oct 31 2014 | Loyalty Today
By framing the collection process as a progressive conversation, enterprises are better able to understand and plan for the true nature of customer communications. Research indicates that customers reveal their preferences in iterative steps related to their evolving interest in what a business...Read More
Oct 30 2014 | Loyalty Today
We’ve spent a lot of time in this space talking about preventing opt-outs through preference management - the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel preference and frequency of communication.And...Read More
Sep 12 2014 | Loyalty Today
A five-part series about the implementation of preference managementBy limiting the scope of the original preference management project, enterprises can simplify metrics and create powerful business cases for additional investment and expansion. In many instances, preference management is...Read More
Sep 08 2014 | Loyalty Today
Preference management should be a central repository connected to all departments, units, and appropriate applications. If information isn't easily available across the enterprise, customers will be lost through repetition, contradiction and frustration with a business that doesn't seem...Read More
Sep 01 2014 | Loyalty Today
The goal for preference management is to allow preference collection to take place across the full spectrum of prospect and customer interactions. Enterprise-level businesses engage in complex interactions that often feature an expanding set of personal and virtual interactions. It’s...Read More
Aug 05 2014 | Loyalty Today
The first of a five-part series about the implementation of preference managementPreference management typically represents a “crossover” initiative – one that begins as a marketing project, gains traction through IT and finds valuable application in customer service and support...Read More
Jul 25 2014 | Loyalty Today
Customers have learned that in order to have a more customized experience they need to provide the data to drive those high-value communications and experiences. However, the burden is on marketers to become better in delivering on that expectation in order to give customers a reason to supply...Read More
Jul 17 2014 | Loyalty Today
Here's an all-too familiar scenario: senior leadership recognizes the need for better, more efficient customer engagement and understands that a sophisticated preference management solution is a necessary prerequisite to achieving that goal. Preference management is listed as a priority and...Read More
Jun 26 2014 | Loyalty Today
A five-part series about making the case for preference management
The case for preference management is typically organized into two clear categories: A) strengthening compliance with privacy regulations and B) improving marketing ROI. Each would present a compelling case on its own. But...Read More
Jun 10 2014 | Loyalty Today
Any serious conversation about consumer engagement in the digital age must begin with the acknowledgement that the one-way, interruption-based model of the past is gone forever. Technological advances have opened doors that cannot be shut, regardless of a company’s strategy, thought process...Read More
Jun 03 2014 | Loyalty Today
As seen in part 1 and part 2, the relationship between company and consumer has progressed from a one to one geographic model to a one to many major media interruption model to a many to many multi-platform interaction model.We now live in an opt-in world full of perpetually connected...Read More
May 30 2014 | Loyalty Today
By the close of the 20th Century, unrelenting (and ever-faster) technological innovation democratized media and shattered the one-way communication model. The rise of the Internet in the 1990s1, coupled with micro-processing power that brought it (and voice, and video, and photography and...Read More
May 22 2014 | Loyalty Today
A four-part series chronicling the origins of today’s permission marketing landscapeOver the course of the 19th Century, the steady rise of industry and the formulation of a market economy (fueled by wage labor instead of the traditional system of apprenticeship) as well as the...Read More
Jan 04 2016
While projections and outcomes for Black Friday and Cyber Monday took up many headlines, I found that the deeper part of those shopping dynamics told a far more interesting story. Sure, the shopping frenzy weekend was an overall positive result for retailers, but upon closer inspection, the...Read More
Dec 03 2015
Preference Management Video Series Now that we’ve established that preferences are self-reported consumer opinions related to potential interactions between customer and company, the next consideration is how you might go about gathering preferences. When consumers opt-in with their...Read More
Nov 25 2014
Forrester Research analysts Luca Paderni and Shar VanBoskirk recently offered some interesting 2015 predictions for marketing professionals. The brief includes a special section on preference management where Paderni and VanBoskirk explain:“Brands that want to better understand...Read More
Nov 07 2014
Just a few short years ago, it was surprising to learn that someone didn't have a landline phone. The "mobile-only" early adopters were objects of wonder: what if your battery dies? What if you experience a network outage? What if you lose it? It seems silly now. Roughly half my friends and...Read More
Nov 06 2014
While most of the marketing world is still fixated on the blurry lines that separate a CMO and CTO, a new role is emerging that may offer some clarification. Enter the Chief Customer Officer, the primary advocate for the end user and mediator on their behalf within the company. According to a...Read More
Nov 05 2014
A recent study conducted by Tapad and Forrester reveals that when it comes to doing business online, more than half (51 percent) of consumers choose the device they use based on whatever they're nearest to when they first become interested in a product or brand. This information should make...Read More
Nov 04 2014
Obviously, this is a powerful and important demographic for us to consider when planning marketing strategies. Conventional wisdom holds that boomers lag their younger, faster, and more technologically proficient millennial counterparts when it comes to digital engagement. However, an estimated...Read More
Nov 03 2014
A five-part series that discusses preference collection best practices
The conversational model of preference collection demands convenient, timely, branded experiences that seamlessly align with the customer's priorities in a given interaction. For example, a customer completing an...Read More
Nov 02 2014
A five-part series that discusses preference collection best practices
Customers view companies as one entity, not as individual business units or discrete functional groups (e.g. sales, customer support, etc.). In order to support customers’ expectations, preference collection...Read More
Oct 31 2014
By framing the collection process as a progressive conversation, enterprises are better able to understand and plan for the true nature of customer communications. Research indicates that customers reveal their preferences in iterative steps related to their evolving interest in what a business...Read More
Oct 30 2014
We’ve spent a lot of time in this space talking about preventing opt-outs through preference management - the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel preference and frequency of communication.And...Read More
Sep 12 2014
A five-part series about the implementation of preference managementBy limiting the scope of the original preference management project, enterprises can simplify metrics and create powerful business cases for additional investment and expansion. In many instances, preference management is...Read More
Sep 08 2014
Preference management should be a central repository connected to all departments, units, and appropriate applications. If information isn't easily available across the enterprise, customers will be lost through repetition, contradiction and frustration with a business that doesn't seem...Read More
Sep 01 2014
The goal for preference management is to allow preference collection to take place across the full spectrum of prospect and customer interactions. Enterprise-level businesses engage in complex interactions that often feature an expanding set of personal and virtual interactions. It’s...Read More
Aug 05 2014
The first of a five-part series about the implementation of preference managementPreference management typically represents a “crossover” initiative – one that begins as a marketing project, gains traction through IT and finds valuable application in customer service and support...Read More
Jul 25 2014
Customers have learned that in order to have a more customized experience they need to provide the data to drive those high-value communications and experiences. However, the burden is on marketers to become better in delivering on that expectation in order to give customers a reason to supply...Read More
Jul 17 2014
Here's an all-too familiar scenario: senior leadership recognizes the need for better, more efficient customer engagement and understands that a sophisticated preference management solution is a necessary prerequisite to achieving that goal. Preference management is listed as a priority and...Read More
Jun 26 2014
A five-part series about making the case for preference management
The case for preference management is typically organized into two clear categories: A) strengthening compliance with privacy regulations and B) improving marketing ROI. Each would present a compelling case on its own. But...Read More
Jun 10 2014
Any serious conversation about consumer engagement in the digital age must begin with the acknowledgement that the one-way, interruption-based model of the past is gone forever. Technological advances have opened doors that cannot be shut, regardless of a company’s strategy, thought process...Read More
Jun 03 2014
As seen in part 1 and part 2, the relationship between company and consumer has progressed from a one to one geographic model to a one to many major media interruption model to a many to many multi-platform interaction model.We now live in an opt-in world full of perpetually connected...Read More
May 30 2014
By the close of the 20th Century, unrelenting (and ever-faster) technological innovation democratized media and shattered the one-way communication model. The rise of the Internet in the 1990s1, coupled with micro-processing power that brought it (and voice, and video, and photography and...Read More
May 22 2014
A four-part series chronicling the origins of today’s permission marketing landscapeOver the course of the 19th Century, the steady rise of industry and the formulation of a market economy (fueled by wage labor instead of the traditional system of apprenticeship) as well as the...Read More
Nov 01 2014
We’re all familiar with the scene: a solitary fisherman astride a rushing river, his fly dancing across the water as he flicks his rod back and forth. It all seems effortless and relaxing – the fly fishing ideal. As an avid fisherman, I can tell you how hard it is to learn to fly fish...Read More