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 [...]

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 [...]

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 [...]

“While not every business needs a Loyalty Program, every business does need a well planned and executed Customer Strategy.” This is one of the loyalty mantras that I share on Hanifin Loyalty and the statement represents a guiding light on the path to innovation in the next wave of Loyalty Marketing.
For some businesses, building a [...]

On April 1, Borders Group CEO Ron Marshall and CFO Mark Bierley held their 4th quarter earnings call for the investment community. I give them credit as they displayed courage, confidence, or both in having the call on April Fools day! Transcript of the call can be found by visiting the Seeking Alpha web site.
Acknowledging [...]

Watching the Vice Presidential debates, there was a lot of talk from both sides about bolstering the hopes and fortunes of the middle class. This struck a chord as I reflected on my shopping experiences that same day and realized that retail marketers rely on several promotional tactics that, in our opinion, aren’t truly designed [...]

How often have you seen trophies, plaques, and crystal featured in advertising as evidence that a product or service has received the “highest ranking” by the survey company? If you are channel or web surfing your haste might benefit the advertiser. Associating the award with the brand triggers a quick mental linkage between the two [...]