When I’m working with any of my business partners in the Customer Strategy Network, whether from the UK or New Zealand, I’m used to being treated as a second class citizen.
There is something about the British-influenced accent and manner of speech that simply makes everything they say sound more intelligent than my best shot. At the [...]

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 [...]

Editor’s note: The build versus buy decision is visited often by loyalty program sponsors. Jim Kuschill is the architect of one of the original – and still market leading – platforms in the industry. This is the Second in a several part series about loyalty software and it will be sure [...]

In the beginning, there were punchcards. Since then, man has created magnetic stripe and bar code cards, smart cards, java rings, and RFID cards. Technology has evolved greatly over the past 25 years, and loyalty sponsors and providers are still seeking the silver bullet of delivery devices.
While we’re busy debating which technology will win out, I [...]

Editor’s note: The build versus buy decision is visited often by loyalty program sponsors.  Formal market studies by COLLOQUY and others have arrived at the conclusion that “internal IT” might be the market share leader among loyalty software providers.  Jim Kuschill is the architect of one of the original – and still market leading – [...]

The consummation of loyalty love is found in the passion of redemption. Too bad that I have heard from far too many people that as hard as they try, they can’t reach this pinnacle of loyalty emotion. “I’ve got a bazillion points and just can’t seem to redeem them” goes the self pitying refrain.
Finding satisfaction [...]

Grocers have almost universally equated customer loyalty programs with discount shopping clubs. Most of us have the evidence on our key chain, with the slim plastic card carrying a bar code residing next to our ignition key.
The concept is simple enough – scan the bar code on the back of the card at check out [...]

Building a reliable database is fundamental to successfully executing any form of customer centric or loyalty marketing campaign. List rental is a historically reliable method of acquiring names used by direct marketers. Opt-in approaches are a potentially lower cost means of building a proprietary customer database. Product warranty cards, e-newsletter subscriptions and registration cards are [...]