Sometimes you work really hard for a small break. Other times serendipity shows its face and good things fall into your lap.

I’ve been lucky over the past month. First, I had the opportunity to interview Rob Markey, co-author with Fred Reichheld of The Ultimate Question 2.0, an update of the first version of the book which familiarized us with the Net Promoter Score. The book hit the market this month and you can find a good review of it on the Kobie Marketing blog, The Muse.

During October, Loyalty Truth will be featuring a three part blog series covering my interview with Mr. Markey. Stay tuned as I think you’ll find his comments interesting as well as see how Net Promoter Score has developed from a scoring metric to a practical management system that has been implemented with good results by many well-recognized brands.

The second piece of good fortune was my attendance at the ShopperTech Lead Marketing Conference. Al McClain and the good folks at RetailWire organized an afternoon of panels and I was able to participate in a discussion of loyalty marketing with BJ Emerson of Tasti D-Lite, Dan Frechtling of DS-IQ, and Bill Nasshan from Bi-Lo supermarkets. An executive summary of the conference can be found here.

To my surprise, one of the keynote sessions was given by Matthew McNerney and Tim Keiningham of IPSOS Loyalty. The two presented a new measure of customer loyalty, The Wallet Allocation Rule, which will be profiled in October in the Harvard Business Review.

The Wallet Allocation Rule correlates customer loyalty to share of wallet, and the executives from IPSOS report that “the correlation between a brand’s Wallet Allocation Rule score and its share of wallet was greater than .9 – a perfect correlation score being 1.0″. The score takes the relative ranking of competitors into consideration and is proposed as a new way to tie customer loyalty scores to wallet share and ultimately profitability.

Let’s give the marketplace time to absorb the IPSOS article in HBR (they are said to have the cover) and the new book by Messrs. Markey and Reichheld. The ensuing debate over how best to predict customer loyalty through these two scoring metrics will be one to watch.

I read some really great year end posts during the week leading up to New Year’s Day. Amidst the “Top 10/50/100″ lists, there were thoughtful, humorous, and motivational takes on how to evaluate 2009 and approach 2010 with energy and enthusiasm.

One or two that caused me to take my finger off the mouse and pause for a second read-through had to do with the pace at which we work.  The net-net message was that those people who work around the clock, never take their eye off the ball, and keep their energy switch constantly in the “On” position, will achieve the highest level of success in today’s always-connected world. One post went further, bragging about the pace they were keeping and implying that if the reader isn’t doing the same, you could count on falling, not only out of the race, but off the competitive map.

While there have always been overachievers and workaholics in our midst (and I admit to being in at least the first category), this year’s version of the “never take your foot off the pedal” message was heavily influenced by our steady adoption of social media. After two solid years (or 3?) of absorbing social media serum into our blood stream, we are a people possessed. Possessed by activity, by multi-tasking, by to-do lists, and by immediacy.

My take on how we interact with social media and other technologies – and how we advise our clients to interact with them – is that we have to remain constantly vigilant about who is in charge.

• Do we own the blackberry/iPhone, or does it own us?
• Does a ringing phone cause us to drop eye contact with a prospective customer to see who’s calling?
• Can we manage our social media presence as part of our work day, or does social media become our day?
• Are we creating another reason to procrastinate on tasks more closely correlated with revenue generation than SM so-far?

Don’t get excited, I’m not walking away from continuing to build social media communication strategies as part of my client’s customer strategies, but I am advising people to keep things in balance. If you’re not convinced, I have two resources to share with you, one older and more current.

The more time that goes by, the more I applaud the brilliance of Stephen Covey’s 7 Habits of Highly Successful People. Covey encourages people to prioritize the “critical” tasks of the day ahead of the “important”. In plain English, I am always going to complete and deliver a promised deliverable for a paying client before catching up on my Twitter email or posting to this blog.

The second resource is evidence of a growing body of evidence that multi-tasking is just not good for us as human beings.

• I saw the first commercial from a wireless company discouraging texting while driving over the holidays. Congratulations to Verizon on that ad which you can see here.
• The Harvard Business Review published an article during 2009 on “The Dangers of Distraction” and I have read other summaries of research that indicates we humans do our best work in linear, not multi-threading style.

With all the attention given by Marketers today to Customer Engagement, the issue of attention spans is critical to understand, dissect, and integrate into our communication plans. Our success in reaching and building loyalty with Generation Y (the Millennial Generation) is highly dependent on our commitment to addressing this key issue.

In my opinion, we need to build some space into our own lives if we are to successfully design and execute effective strategies for our clients. Building space into our lives means that we need to create some “margin” in the day. You know the one inch or so of white space around the typical page full of copy? Well, we need to put a version of that into our calendars, drop the to-do list to the ground, and reside peacefully there for enough time that it takes to refocus on the strategic, the critical, and the longer term view.

I’ve got lots more to share on how to drive Customer Engagement in an over-stimulated consumer environment.

Stay tuned.