The practice of Loyalty Accounting has become increasingly important as programs have matured and the value of deferred financial liability on corporate balance sheets has grown. The key offset to the...
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Rewards comes in all shapes and sizes. Some small, some large, some that you save for over a long period of time, but not too many that are delivered in the same moment that your transaction takes pla...
Read More →Today was a groundbreaking day for brands that sponsor loyalty and rewards programs. I woke up this morning and scanned my email. My local coffee shop sent me a free coffee coupon by email and, upon o...
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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. Interesting...
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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 o...
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We just passed by Valentine’s Day, which means we should be fresh in our thinking about relationships. The other day I heard someone I respect say that the most solid relationships are ones base...
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I’m sensing a tipping point in how customers relate to loyalty program rewards, and my thinking goes like this: when customers choose which company to do business with, rewards just don’t matter l...
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While Tom Rapsas was in New Jersey buying wiper blades at Pep Boys, I was buying shoes for my son at DSW. The difference in our experience with the respective rewards programs at each company boils do...
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Some people are always pushing the envelope. Don Peppers is one of those people. Listening to his closing keynote presentation at the Mega Event 2010, I enjoyed a refreshing set of new ideas and one o...
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A few questions about Brands Why do some brands dominate and others just compete? Can brand value be created solely on perceived value and word of mouth hype, or is there a prerequisite that the brand...
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