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  • Personalization - The Hidden Capability of Loyalty Programs (Article)

    The data gathering power of loyalty programs is now their primary value to the companies that offer them.

    Loyalty Impact | Jul 10, 2015
  • Are Your Customers Hating How You Profit From Them? (Article)

    As a recent study has shown, predatory pricing is the enemy of long term business potential and momentum.

    Loyalty Execution | Jun 4, 2015
  • Why Some Companies Are More Committed to Customer Loyalty Programs (Article)

    Not all loyalty programs are equal and here's why some companies seem to put so much more commitment into them than others.

    Loyalty Strategy | Apr 3, 2015
  • A Retail Example of Execution Driving Loyalty (Article)

    It all comes back to architecting your business model. That means have a cross department perspective on how you attract, engage, convert, sell and close customers.

    Loyalty Execution | Jun 5, 2014
  • Competitors Sneaking Up From Behind Using Customer Centricity (Article)

    The problem is that innovative ‘left field’ entrants are figuring that out and taking advantage of the openings that big legacy players are leaving by treating customers badly.

    Loyalty Execution | May 25, 2014
  • When the Team Doesn't Understanding The Business Model (Article)

    Every company has it’s challenges getting buy-in across the entire team. Whether it’s their attitude or a management fault the problem can be insidious — affecting the success of all your programs.

    Loyalty Execution | May 18, 2014
  • The Big Reason Why Customer Experience Programs Fail: TEAM (Article)

    Wondering why many customer experience transformation efforts fail? There’s two angles on that. Not having the right team and not having buy-in across key functions are both deadly for customer centric programs.

    Loyalty Execution | May 8, 2014
  • The Art of Turning Around a Customer Centric Program (Article)

    If there’s one thing I love doing, it’s a turnaround   Especially of great things that have gone off track for specific but addressable reasons. I’ve done it with product lines, bankrupt companies and even a non profit association.

    Loyalty Strategy | Apr 11, 2014
  • Redefining Business Agility with a Long Term View (Article)

    Agility is not just about action but about getting results. Many businesses invest in 10 programs and only get 2 to succeed. They may pat themselves on the back for getting 10 off the ground but that success rate is bad both from an ROI perspective and a business performance perspective.

    Loyalty Strategy | Mar 19, 2014
  • Amazon's Loyalty Win With Mayday Button Response (Article)

    Customer centricity isn’t a just a principle. It makes tremendous sense at the business model level. It serves as an accelerator in some of the most difficult aspects of growing managing a business.

    Loyalty Execution | Dec 27, 2013
  • Picking a Loyalty Program: The 1st Question (Article)

    Loyalty programs are misnamed — because they are usually not entirely about loyalty. They’re more about customer engagement, influencing behavior and, increasingly, gathering customer data.

    Loyalty Strategy | Nov 27, 2013
  • Technology Taketh Away, Technology Giveth (Article)

    Technology has been the driving force for change across industries for decades but never more than right now. Whether it’s show rooming, mobile commerce, social media support, viral marketing or big data (to only name a few) the game has changed immensely for most businesses.

    Loyalty Strategy | Oct 24, 2013
  • The #1 Momentum Killer in Your Business (Article)

    As entrepreneurs or executives, we’re always looking for ways to take our businesses to the next level. When you’re operating at that level, what you’re really doing is fine tuning the business plan and the business model.

    Loyalty Execution | Oct 11, 2013
  • Rewarding More Than Just Revenue (Article)

    A lot of new tools (especially mobile ones) offer the ability to reward more than just sales. You can reward things like social shares, walk-ins and other things that help your marketing efforts.

    Loyalty Strategy | Aug 23, 2013
  • When is Maximization Not Maximization? (Article)

    On the surface, maximizing revenues seems like a fairly straight forward task. If there’s an opportunity, take it and charge the customer for everything.   Itemize and price everything a customer could want to the maximum you think enough of them will pay.

    Loyalty Strategy | Aug 16, 2013
  • Selling Customer Centricity to the CFO (Article)

    When the topic switches to getting budget approval, those of us who implement customer centric programs (like surveys, loyalty programs or CX efforts) tend to roll their eyes in a ‘they just don’t get it’ moment.

    Loyalty Strategy | Aug 8, 2013
  • 3 Reasons to Use Your Newest Products (or Services) as Rewards (Article)

    Businesses are always looking for ways to drive efficiency and generate more impact from every investment. What stands in their way is a siloed view of their programs — which prevents them from recognizing the cross over impact that possible across functions. 

    Loyalty Impact | Apr 1, 2013
  • 2 Reasons to Target Your Loyalty Programs (Article)

    Just because targeting is a best practice in customer facing programs doesn’t mean that it always makes sense. Targeting drives up costs and complexity and sometimes the trade-off doesn’t have a payoff.

    Loyalty Strategy | Mar 8, 2013
  • Lessons in Managing a Rewards Program (Article)

    Giant Eagle is cutting back on its rewards programs and aligning them more closely to those of competitors. For whatever reason, their apparently popular Foodperks grocery rewards program no longer had the support of management — and they decided to cut it, along with free antibiotic and diabetes drug programs.


    Loyalty Execution | Feb 7, 2013
  • A Single Metric for Loyalty Program ROI? (Article)

    This article tackles a problem which many companies with loyalty programs have: a lack of clarity as to the impact of those programs on their overall business. Whether driven by an impending decision to renew or expand the program, or competitive pressures requiring greater investment in those programs, those decisions often expose the weakness in the initial decision to pursue a loyalty program.

    Loyalty Impact | Jan 4, 2013
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