It was recently reported in the trade press that Pepsi had slipped to the #3 soft drink in sales, behind Coke and new #2 Diet Coke. But most interesting was the speculation behind the drop. In an Ad Age article titled “How Pepsi Blinked, Fell Behind Diet Coke”, it was hinted that Pepsi had put t...
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There’s a lot of talk about Enterprise Loyalty these days. To me, the concept is not new – it’s the core of the famous book written by Fred Reichheld, The Loyalty Effect. Interestingly, our industry chose to adopt the product specific view of loyalty and has deferred adoption of th...
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Loyalty Truth was treated with a big shout-out from Barry Kirk at Loyalty Expo in Orlando this week. Barry works with Maritz and has been quietly leading the way into the field of game theory and how “gamification” can be incorporated into customer strategies to increase engagement and b...
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Here in Orlando, enjoying the best Loyalty Expo to date, I can tell that change is in the wind. Today’s sessions covered future visions of how loyalty is evolving to drive results for brands across vertical industries. Loyalty 360′s chief, Mark Johnson provided a keynote documenting ch...
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When I first saw a QR code, I shrugged my shoulders and thought “one more piece of technology looking for a solution”. I’m not cynical … I’ve just lived through years of expectation for smart cards and contactless cards only to see the technologists and vendors more exc...
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I woke up yesterday with enthusiasm for the day. It was St. Patrick’s day. Whether you have any real “green” in your blood, its a festive day to be sure. Going though an inbox full of messages, I found an offer from a local coffee shop offering a free coffee with purchase of a brea...
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The customer has escaped. We can no longer control the process of how and where they get information. ~Marjorie Kalter There’s a sea of change taking place in the way we communicate with customers, and these changes are rewriting the definition of advertising as we know it. In fact, I believe that...
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Navigating the business landscape requires more discernment and wisdom than ever. It seems to be the season of negotiation, and lobbyists from both sides of a case seem willing to take huge gambles for a chance to win big. When the National Football League’s collective bargaining agreement exp...
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Winter Can Be Bleak Imagine you are playing a video game populated by card based loyalty programs. It wouldn’t be difficult to choose the best weapon from your arsenal to facilitate widespread destruction. The Credit Card Accountability Responsibility and Di...
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Every day I play on the seesaw. It seems like I have one call with a person who expresses doubt about the efficacy of traditionally structured loyalty programs, and then turn around and inadvertently encounter a new program to add to my growing list that I have catalogued and reviewed. Every seesaw...
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