Having noticed last week that Starwood was adopting “State Aware” mobile technology to delight members of its Starwood Preferred Guest program with new benefits, I was wondering where else big hoteliers could go to differentiate in a crowded loyalty market. Then I saw the announcement by...
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I’ve never aspired to become a lab rat. Over the years I learned that consuming large regular quantities of Diet Coke and Splenda would effectively make me the equivalent of the penned up rodent. Only when a flight attendant preached passionately to me in-flight about the harmful diuretic and ...
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Our study of Millennials began about 6 years ago and evolved to recognize a broader group of technology savvy and constantly connected consumers known as Consumer 2.0. As social media grew from a curiosity to become a mainstream communications medium for this group, we began thinking about how loyal...
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The latest viral internet storm caught my attention, but not for the reasons 85-year-old grandmother Marilyn Hagerty is making the rounds of morning network news shows. The story, in case you missed it, is that Mrs. Hagerty, a reporter for the Grand Forks Herald for the past 30 years, wrote an inno...
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Fresh from South by Southwest, I read a fascinating profile of self-proclaimed Cyborg Anthropologist Amber Case where she outlined a compelling vision for the future of location based marketing. Case is the founder of Geoloqi, a company positioned to use geo-fencing to “redefine the possibilit...
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The new model of Social Loyalty is based on incorporating digital communication channels into customer-centric incentive programs. Connecting the dots is just a means to and end, however, as the driving force of Social Loyalty is to enable brands to understand and adapt to how consumers are making p...
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About once a week, I’ll go into my Google e-mail account and check out my Spam folder. There, I’ll usually find e-mails from a few retailers who, even though I’ve opted to receive e-mails from them, have broken some unwritten Google rules about what constitutes Spam. A few observations: The Go...
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As you wake up today, there are significant forces at work seeking to change your life. I’m not referring to a Matrix-like “higher power”, but one that wants to change the way we pay for goods and services on a daily basis. The players at work include banks, payment associations, t...
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Some new loyalty programs are launched with a bang, others sneak out under the radar. Bloomingdale’s just launched its new Loyallist program with barely a tremor in the force, which seems odd in light of the hyperbole they use to describe the program: “Introducing Loyallist – a pr...
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Arranging business travel can be like doing Plyometrics – it seems you’re jumping from foot to foot with little time to rest as you navigate multiple web sites to schedule needed logistics for your next business meeting. As a business owner, I have been in self-service mode for several y...
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