SuccessfulWorkplace

The new year is an opportunity for a torrent of predictions of what will happen in the days to come. There’s no shortage of opinions, but most look a lot more like trends than solid prognostications. That’s because trends are easier to get in front of than predictions that may or may not come true. […]

Every day we get to see misdirected, mindless marketing material. You’d think with all of the conversation about Big Data and analytics, we’d be past that by now, but it doesn’t feel like we are. Why isn’t Big Data changing our world in more visible ways? Why aren’t analytics being used to target the right […]

The Wall Street Journal blog today reported that Twitter is testing a service called Nearby that will allow users to share location. Time magazine described it this way: “Nearby” includes a map on the upper-half of the screen with a blue dot marking the user’s location, while the bottom half reveals a feed of recent local […]

I am a proud survivor of Black Friday 2013. It was the most impersonal, poorly thought through and aggressive Black Friday I’ve experienced yet. When I say survived, I’m not referring to the competition for parking spaces, the crush of shoppers or the tough decisions of which bargain would be worth fighting for. I’m not […]

We spent the past two weeks in Peru and had a great chance to go back in customer experience time. For people accustomed to shopping, traveling and searching for information (often while shopping and traveling), Peru was a stark contrast to what we have in our constantly connected, information-enriched and very loyalty-driven world in the […]

Marketing is going through a time of significant change as it embraces a new form of customer loyalty driven by right-time marketing. Few people tell the story better than Loyalty Lab‘s David Rosen. Rosen is particularly good at articulating how today’s marketers are evolving into digitally focused, tech-savvy pros with powerful technology tools and techniques […]

Customers are rarely a homogenous group. They differ greatly in revenue potential, levels of loyalty, and frequency of contact. What makes loyalty work, therefore, is an ability to segment your customers usingpowerful analytics. Segmentation allows the right amount of effort and right offers to be applied in the right moments to the right customers. Knowing […]

If you buy into Marc Benioff’s keynote at Dreamforce 2013 this morning, you heard a wake up call for marketers. Benioff sees every device that we will connect to the Internet as a potential marketing opportunity, as data flowing to and from inanimate things can be used to pitch products and services. The Internet of […]

Forrester updated its view into Customer Experience Management (CEM) earlier this year, with very interesting survey data. Retail continues to score highest among consumers and airlines stayed near the bottom. That’s why it came as no surprise when airlines moved quickly to be the first to announce that they would allow device use during takeoff and landing, just days […]

We’ve spent most of our lives hearing about the law of supply and demand. Brands create supply through manufacturing and the building out of service capabilities. Through marketing, quality, and some amount of skill and good fortune, our customers demand our products. Can this well-tested, age-old law survive our times? Yes, but only if it […]

In a recent post, 3 Reasons Loyalty Programs Aren’t Optional, I pointed out why loyalty programs are a critical part of customer engagement. A sudden surge in tablets and smartphones, the phenomena of Big Data, and the need for customer permission to avoid creepiness were reasons every brand needs to have a loyalty program. But […]

Last week it emerged that retail giant Tesco is to implement screens in its forecourt petrol stations which can tell a customers’ age and gender in order target advertising more effectively. The system uses facial recognition technology to make this happen. Tesco will introduce the OptimEyes screen, developed by Lord Alan Sugar’s Amscreen, to all […]

How well do you know your customers? While most brands would say they know their ideal shopper, how many can break down their customer engagement into finely tuned segments based on analytics? Some can, but too many are still behind the curve when it comes to having the loyalty platform to gather data, visualize and discover patterns of people […]

There’s an enormous amount of buzz in the marketplace around loyalty. But how many of the conversations make the distinction between the two kinds: one of them that’s good for the moment and the other that’s good for the long haul? Knowing the difference has a real impact on how a brand designs, implements, and […]