Editor’s note: The build versus buy decision is visited often by loyalty program sponsors. Jim Kuschill is the architect of one of the original – and still market leading – platforms in the industry. This is the Second in a several part series about loyalty software and it will be ...
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“While not every business needs a Loyalty Program, every business does need a well planned and executed Customer Strategy.” This is one of the loyalty mantras that I share on Hanifin Loyalty and the statement represents a guiding light on the path to innovation in the next wave of Loyalt...
Read More →Back in late-April, on these very Web pages, I called out the Saturn car company for its failure to engage with its customers. As rumors circulated about the company’s potential sale—or imminent demise—I pointed out there was a glaring lack of information coming from the company’s ImSaturn...
Read More →In the beginning, there were punchcards. Since then, man has created magnetic stripe and bar code cards, smart cards, java rings, and RFID cards. Technology has evolved greatly over the past 25 years, and loyalty sponsors and providers are still seeking the silver bullet of delivery devices. While...
Read More →There’s a secret society that I wish to unmask. It’s not as menacing as the Knight’s Templars, but if you are tasked with selling consulting services, marketing technology or loyalty marketing solutions, you will immediately identify society members by their common behaviors. It...
Read More →Have you ever had a retail experience that starts with a bang and ends with a thud? That’s what happened to me recently at Wachovia Bank, and I share it as it illustrates a core practice of Customer Satisfaction surveys that needs re-engineering. I had occasion to open an account at Wachovia a...
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Poor WaMu. They failed as a financial institution, were acquired by Chase, and are now being disrobed of their innovative Occasio branch designs. In my neighborhood, the evidence of Occasio is rapidly being wiped away by construction crews. While not everyone agrees on the wisdom of dismantling of t...
Read More →Editor’s note: The build versus buy decision is visited often by loyalty program sponsors. Formal market studies by COLLOQUY and others have arrived at the conclusion that “internal IT” might be the market share leader among loyalty software providers. Jim Kuschill is the archi...
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I mentioned in the recently published case study of Zions Cash Rewards that one of the toughest aspects of the loyalty business is the dearth of publicly shared information on program performance. The most useful insights are gained through hands-on experience while managing a program, and much of w...
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We recently published a new Case Study examining the competitive scenario between two leading retailers of cycling gear and supplies – Bike Nashbar and Performance Bike. There is a de-facto advantage to one of the players and a key channel that the other can leverage to fight back. The ultimat...
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