filed in Loyalty Models, Measurement & Metrics, Thought Leadership on Jun.25, 2009
“P” as in Profitability, that is.
Part of the challenge in playing the Loyalty Marketing game is that we, as strategists and solutions providers, tend to confuse the issue for our clients through our own marketing-speak. We spend too much time battling over semantics and definitions when all our clients really care about is increasing their [...]
filed in Thought Leadership on Mar.11, 2009
A Mosaic is defined as a decorative art involving small pieces of glass, stone, or other material. It is an art form that represents the product of human creativity and captures the eye. Mosaics date back to AD 64 when In Rome, Nero and his architects used them to cover the walls and ceilings of [...]
filed in Customer Experience, Customer Satisfaction on Oct.03, 2008
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 [...]
filed in Airline, Customer Experience, Customer Satisfaction, Database, Loyalty Asterisk™ on Mar.25, 2008
That’s the cry heard from an increasing number of frequent flyers today. When primary research is commissioned to help diagnose the complaint, it may be surprising to learn that the same program features are often reported as both a Key Complaint and Delight.
Three examples:
Program Feature
Delight or Complaint
Options to earn miles
Lots or not enough
Ability [...]
Loyalty Truth covers all aspects of Loyalty Marketing, Customer Strategy and all things Customer-Centric. The author, Bill Hanifin, has worked with top companies in virtually every consumer facing industry across North America, Europe and Latin America. His insatiable curiosity to understand how consumers make purchase decisions leads to valuable insights used by business to establish enduring brand loyalty.
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