Editors Note: Jim Kuschill is a patient man. Patient enough to have architected one of the world’s leading loyalty marketing software platforms while Chief Technology Officer of Frequency Marketing. DIRECTV got his goat and the following is worth a read, especially if you’re the person responsible for customer experience or customer service at your company.

I [...]

It’s probably no surprise that the great brands are able to combine excellent products with a superior level of customer service. After all, it’s this magic combination that makes them great brands in the first place.
Go to an Apple store to purchase their (in my opinion) superior products, and you get service from friendly, helpful [...]

Sam Walton’s vision of creating a retail giant that would stock shelves with every day low priced items and crush the competition is still standing tall, even in a tough economy. They have managed to wipe out nearly all the competition and are looking to take out what’s left via Project Impact.
Project Impacts is [...]

In the middle of bustling multi-cultural Miami, Coral Gables is an oasis of sleek affluence framed by Spanish and Mediterranean architecture.
The rhythm of the city at lunch is to skip franchise restaurants and instead seek out one of the many independent stops for a meal or just coffee.
Last week, lunch turned into a two-part experiment, [...]

If you’re like me and work on the creative side of the business, you’d like to believe that good communications and a healthy social dialog are the keys to building relationships and ensuring customer loyalty.
But the fact is, your company is often only as good as the people you have on the front line. One [...]

Now and then, it’s good to know you’re ahead of the game.
A few months ago, I had written about CVS ExtraCare and, along with an overview of their program, made note that I had measured one receipt in excess of 36″. If receipts were as much fun to catch as Tarpon and Bonefish, this one [...]

I’ve always admired great writers and Rick Ferguson, the Editorial Director of COLLOQUY, is on my list of the best.
I had the opportunity to co-author an article for COLLOUQY with Rick on the changing nature of card rewards programs in this challenging economic environment. If you would like to have a quick read, it is [...]

How many people still get excited about getting mail delivered to their home?
I remember waiting for the mailman to pull up to the mailbox as a kid and running to see what came. Was there something for Me? A new flyer from my favorite store? A card from Grandma? It is something that stays [...]

I had two hours to kill in Chicago O’Hare and needed something to drink. Just as I was teetering towards the familiar Starbucks installation, I spotted an inviting alternative across the concourse – Argo Tea. I’d never seen this chain before but was attracted by the Asian-tea-fusion feel to the place. As I scanned for [...]

Earlier this year, I blogged on Loyalty Truth about the Ford Fiesta Movement. As you may recall, the Ford motor company gave new Fiesta automobiles to 100 social media-savvy drivers for six months—hoping they would post videos and blog about the Fiesta, to build some buzz around the car’s early-2010 launch.
I really hadn’t heard much [...]