I’ve gotten into a bad habit with my children. Whenever they ask me about overzealous promises from a product advertisement, I just tell them “It’s probably not true, it’s just marketing stuff“.
The bad part is that I am instilling a degree of cynicism in the little ones, but then [...]

Fred Reichheld may have asked the Ultimate Question, but few seem to have “just one answer” to the question.
Napoleon Hill was quoted as saying that  ”Lack of loyalty is one of the major causes of failure in every walk of life.”
I tend to agree.
In business and in life, if you show sincere concern for another [...]

When people are asked about their greatest fears, you might be surprised by the results.
In recent polls, I have seen public speaking rank ahead of getting cancer and being stricken by terrorist attacks!
Apparently in Canada, the list would be different still. A recent article in the Toronto Globe & Mail reported that in a recent [...]

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 [...]

After more than 100 posts I can say that Loyalty Truth has achieved a degree of permanency.
Founded on my own conviction and commitment, it is a welcome relief to have help. I express my gratitude to guest contributors Tom Rapsas, Jim Kuschill, Brian Kryzanski, and Mike Capizzi. They have each written about aspects [...]

Editor’s note: Reading Brian’s post here got the adrenaline flowing. The irony of retail is that the lowest paid associates, also the ones with the highest turnover rate, are the primary interface for the customer. How ironic….spend millions on branding, advertising, merchandising, fashion consulting…..and then leave your fate in the hands of people who are [...]

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’s the “Society of Graduate Buyers“. These are the folks who, in the course [...]

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 the retail-like branch layouts, many will concur that [...]

History has demonstrated that the appearance of conferences, books and self-proclaimed “experts” on a new topic are leading indicators of an emerging “hot” trend. “Leading” is the key word here and sometimes the hype, best practices, and top 10 lists are launched for trends that, in the end, never make it to prime-time.
Marketing to Generation [...]

Not only are the airlines missing a significant opportunity to engage their best customers based on data they already possess, they are eroding their value proposition by adding fees to multiple aspects of the in-flight experience as well as their frequent flyer programs.
In a WSJ “Middle Seat” column dated 2/3/09, I was reminded of the [...]