I recently shared a story in the Toronto Globe & Mail about how Canadian parents would rather talk with their children about sex, drugs or alcohol than money.
Sometimes when I talk with stakeholders responsible for loyalty program operations, I get the feeling that the question draining their complexion is not far from that mark. “Who [...]

The beauty of business travel has to be the opportunity to see life through a different lens. At least I am claiming this as a benefit as there has to be an offset to long airport security lines, expensive food, and uncomfortable airline seats that compose the rest of the experience!
When we remain sequestered [...]

For every person who chirps that Loyalty programs don’t work, I respond by pointing out the unrealized opportunities with existing programs in the market.
Recent COLLOQUY research reported that American households belonged to an average of 14 loyalty marketing programs but were active in only 43%. Think about the implications of this simple metric.
If the average [...]

A picture is worth a thousand words, but since CEO’s don’t generally paint pictures, we have to listen to what they say. One of the best opportunities to listen is when business leaders speak to the investment community. In these venues, one has to assume that the priorities outlined are indicative of the direction the [...]

I’ve seen a few “Top 10” lists looking for clever ways to inform the community of loyalty practitioners the reasons why loyalty programs fail. Some of these lists are based on “research” that was so narrowly conducted that the results are more conjecture than fact.
I have been involved with the launch and operation of many [...]

Having a well planned and executed Customer Strategy should be the litmus test for the efficacy of today’s corporate marketing department. Think you can live without it? Then ask yourself why companies are putting more choice in consumer hands each day and striving to gain perspective on customer preferences via blogs and communities.
Whether a Loyalty [...]

6am Miami International Airport: Oil prices are near record highs and American Airlines grounded a slew of MD80’s last week due to maintenance shortcomings. Regardless, my flight is full and standbys number more than 40. The slug of people around the check-in area makes me feel late, though I am not. Another passenger asks what [...]

Grocers have almost universally equated customer loyalty programs with discount shopping clubs. Most of us have the evidence on our key chain, with the slim plastic card carrying a bar code residing next to our ignition key.
The concept is simple enough – scan the bar code on the back of the card at check out [...]