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 sh...
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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 Sc...
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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 ...
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Speak the word Loyalty and you get a range of predictable reactions. If you’re at any number of marketing conferences, the word association game leads to responses of “points”, “miles”, or “discounts”. If you mention loyalty to your friends on the golf cours...
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Carrabba’s Italian Grill stands apart from many of its chain restaurant competitors. Sure, the food is freshly prepared, the wood-burning grill adds ambiance to the setting, and the service is excellent, but I was thinking about their approach to building customer loyalty. Looking at several ...
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What do Citi, Sony, Michael’s, Epsilon, and 4 leading Australian banks have in common? The answer is globalization – of consumer data intrusion – that is. Most everyone is aware of the steady stream of data breaches perpetrated this year against high profile brands, and some source...
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Everyone knows that the air travel experience isn’t what is used to be. My recent trip around the world in 5 days served to accentuate the contrast of today’s reality with more elegant days past, while reminding me of solutions that remain untapped by the airlines to improve their standi...
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The practice of Loyalty Accounting has become increasingly important as programs have matured and the value of deferred financial liability on corporate balance sheets has grown. The key offset to the balance sheet liability is breakage. It is the word used to describe the value of the accumulated p...
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Loyalty Truth was treated with a big shout-out from Barry Kirk at Loyalty Expo in Orlando this week. Barry works with Maritz and has been quietly leading the way into the field of game theory and how “gamification” can be incorporated into customer strategies to increase engagement and b...
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When I first saw a QR code, I shrugged my shoulders and thought “one more piece of technology looking for a solution”. I’m not cynical … I’ve just lived through years of expectation for smart cards and contactless cards only to see the technologists and vendors more exc...
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