Trendy business buzzwords aren’t any fun until you form an opinion and seek feedback to get to the substance of the issue.
Customer Engagement is one of those terms that is being mentioned more frequently than Kim Kardashian was during the Super Bowl. It’s the 2010 version of “what’s hot, what’s new, what’s next?”
The question is, [...]

Watching the Vice Presidential debates, there was a lot of talk from both sides about bolstering the hopes and fortunes of the middle class. This struck a chord as I reflected on my shopping experiences that same day and realized that retail marketers rely on several promotional tactics that, in our opinion, aren’t truly designed [...]

I’ve been tracking the use of email by loyalty program sponsors for the past year as part of a broader study which I plan to release by September 2008. An early look into how the airlines use email to communicate with their frequent flyers was published earlier this year in the Breaking News section of [...]

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 [...]

Anyone who tuned in to ABC’s Wide World of Sports in 1982 may have witnessed one of the most compelling athletic events of all time. Julie Moss was leading the Hawaii Ironman and closing in on the finish line when she became crippled with exhaustion and dehydration. She collapsed to the ground, losing her lead [...]

An introduction to the Loyalty Truth blog
The launch of the American Airlines AAdvantage program in 1981 is thought by most marketing historians to signal the birth of the loyalty marketing business. Like prehistoric man rising from a knuckle dragging existence to moving about on two feet, AAdvantage was a huge step forward from the first [...]