The past few years we’ve seen somewhat of Cambrian explosion of products and services designed to help consumers burn their loyalty rewards.  Colloquy has studied the issue and found that around 1/3rd of all earned loyalty awards go unredeemed.  Clearly there is a market for helping consumers get the most from their loyalty earnings.
Continuing our [...]

In a previous post, I mentioned several areas of innovation that will impact Loyalty Marketing in 2012. There is never room to offer a truly comprehensive list and not everything cited will necessarily become the equivalent of a marketer’s lottery ticket.
Realizing the abundance of new products and strategies introduced to market during the latter part [...]

In the final part of our Three Part interview series with Rob Markey, Bain & Company, we share insights from Mr. Markey on how to better execute surveys, whether to introduce incentives to improve survey responses, and get his opinions on whether NPS or other metrics will eventually influence share prices on public exchanges.
Oh yes, [...]

My interview with Rob Markey about the new book, The Ultimate Question 2.0 “How Net Promoter Companies Thrive in a Customer-Driven World”, continues today with a closer look at how the “score” has evolved into a “system”.
The book includes a number of case studies ranging from Charles Schwab to Apple Retail to The Progressive Group [...]

In a previous post I mentioned that I was the beneficiary of a serendipitous moment in which I was given the opportunity to interview Rob Markey, a partner in Bain & Company’s New York Office and head of the firm’s global Customer Strategy and Marketing practice.
The topic was a new book, The Ultimate Question 2.0 [...]

If you have thick skin, you’ll do just fine as a banker. I know, I walked in the moccasins for about 10 years.
As economic cycles come and go, consumer confidence and trust in large financial institutions varies, but the range of difference bounces between “low and lower”. The American Banker Magazine (nicely relaunched recently and [...]

According to USA Today, on Monday, pizza chain Papa Johns will announce plans to give a free large pizza to every American — if the Super Bowl goes into its first-ever overtime. The catch: You must sign up for its online loyalty program before game day (Feb. 6).
“We’d rather give away millions in free pizzas than [...]

Patrick Sojka knows credit cards, travel rewards cards in Canada to be precise. As CEO & Founder of Rewards Canada, he’s been cataloging and ranking the myriad of offers in the Canadian market to help consumers find the best deals for their wallets and their loyalty points banks since 2001.
If you think Americans are reward-crazy, [...]

I don’t take credit for much, but Total Relationship Banking (TRB) is a term that I created while working with the Colloquy consulting group around the turn of the Millennium. I recently had the chance to catch up with the “Patron” of TRB, Fabio Garcia and our talk spurred thoughts for where TRB might be [...]

Relationship Banking is a term that has been around since the 80’s. In its first use, it described a holistic level of service that branch personnel could deliver to customers by having the entire bank relationship on their computer screen.
Gone were the days of reviewing daily overdraft reports and making subjective decisions about whose items [...]