Oracle is increasingly active in the Loyalty Marketing industry and has reported success in providing technology support for some of the largest frequent flyer programs in the US.
I recently ran across an Oracle blog that recounted how Alaska Airlines upped its email game, adding a greater degree of personalization by replacing a legacy mainframe loyalty [...]

Orange Juice has been on my breakfast menu for as long as I remember. Linus Pauling shined the original spotlight on OJ as he asserted the benefits of Vitamin C to cure the common cold and retard the impact of certain forms of cancer.
Since then, there has been great debate about Pauling’s claims and the [...]

I just signed up for the Virgin Atlantic loyalty program called the Flying Club. I have no immediate plans to fly on the airline. Nor do I really need another frequent flyer card, as I’ve got miles banked in three or four programs now.
The reason I joined the club is I just finished reading Business [...]

Don Peppers and Martha Rogers gave birth to the concept of 1 to 1 Marketing over 15 years ago. The brilliant marketing innovation is intended to “illustrate the importance of treating different customers differently. (from their website).
From a practitioners viewpoint, 1 to 1 has also been difficult to execute while attaining measurable ROI.  “Mass customization” [...]

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 [...]