I had two hours to kill in Chicago O’Hare and needed something to drink. Just as I was teetering towards the familiar Starbucks installation, I spotted an inviting alternative across the concourse – Argo Tea. I’d never seen this chain before but was attracted by the Asian-tea-fusio...
Read More →After more than 100 posts I can say that Loyalty Truth has achieved a degree of permanency. Founded on my own conviction and commitment, it is a welcome relief to have help. I express my gratitude to guest contributors Tom Rapsas, Jim Kuschill, Brian Kryzanski, and Mike Capizzi. They have each wri...
Read More →Poor WaMu. They failed as a financial institution, were acquired by Chase, and are now being disrobed of their innovative Occasio branch designs. In my neighborhood, the evidence of Occasio is rapidly being wiped away by construction crews. While not everyone agrees on the wisdom of dismantling of t...
Read More →History has demonstrated that the appearance of conferences, books and self-proclaimed “experts” on a new topic are leading indicators of an emerging “hot” trend. “Leading” is the key word here and sometimes the hype, best practices, and top 10 lists are launched ...
Read More →Not only are the airlines missing a significant opportunity to engage their best customers based on data they already possess, they are eroding their value proposition by adding fees to multiple aspects of the in-flight experience as well as their frequent flyer programs. In a WSJ “Middle Seat...
Read More →Of the many investments that a business can make, one of the most precarious is its corporate brand. Investment in brands run into the millions of dollars and, on the heels of the Ad-Fest known as the “undercard” of Super Bowl Sunday, the extent to which companies will spend to have thei...
Read More →Consumer brands are not only tough to establish, but expensive in the process. The investment and impact both have long term implications, so most companies exercise extreme care in crafting their intended message. Brands within categories tend to share turf. Soft drinks are young and fun, while ban...
Read More →If we were playing a word association game, tossing out “Loyalty” to the crowd would elicit responses “Points” or “Miles”. In a similar way, ask what business problem Loyalty is designed to solve and most people would respond “attrition” or “ret...
Read More →With the US financial markets in turmoil and the economy the hottest topic of the Presidential debates, everyone is looking for answers. When the effects of this nasty economy are distilled to the household level, most of us are anxious to know how and when the ugliness might affect our own lives. O...
Read More →Some days things just come together. I woke up remembering that it was my Mom’s birthday this week and received a serendipitous email from 1-800-Flowers offering me a special deal. My eye was instantly drawn to “Free shipping and No Service Charges” as I clicked through to order some roses. Af...
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