SuccessfulWorkplace

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 […]

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 […]

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 […]

If you happened to be at TUCON 2013, TIBCO’s user conference, you heard about Turning Customers into Fans from Head of Client Technical Services Wen Miao. In Miao’s words, “It is no longer acceptable to have only a transactional relationship with customers.” He’s absolutely correct. We are in an age where we can use our loyalty platform as the […]

Would you associate loyalty marketing with Halloween? You will when you finish reading this. When we were kids we headed each October to the local farms to find the perfect pumpkin for Halloween. The biggest constraint was the size of the pumpkin…it was a rule that we had to be able to carry our choice […]

We’ve heard the phrase, “A bird in the hand is worth two in the bush,” since childhood. We were being told by wiser adults to value what we have over the things we don’t. Customer engagement has the same lesson at its heart: We can more easily achieve our goals by creating better, more loyal […]

TIBCO Head of Client Technical Services Wen Miao took the stage this week at TUCON 2013 to talk about TIBCO’s focus on Turning Customer Into Fans. Wen started with the following: “Every company has customers. However, in the 21st Century, it is no longer acceptable to have only a transactional relationship with customers. TIBCO wants […]

How much does customer loyalty bring your business to your stores, site or app versus how often you seek out the customer? If you’re achieving meaningful customer engagement and your loyalty programsare working, the balance will be in your favor. Being Sought We’ve worked hard to help people accidentally find us. Search engine optimization (SEO) is as old […]

You run a successful business, your customers are primarily repeat offenders, and your marketing department is giving you everything you ask for. Why would you care about doing more around customer engagement and, more importantly, why would you do it right now? These are great questions that customer loyalty marketers should be asking themselves. After all, who […]

Few things hold more promise right now than Big Data, mobility, social platforms, and cloud computing. Their impact on brand loyalty and customer engagement management is enormous. The reasons aren’t that hard to figure out and look like this: Big Data brings a rich tapestry of information together at the perfect moments for customer engagement. […]

Apple gave customer engagement management a tremendous boost with its release of the iPhone 5S and iOS 7, and most people don’t even realize it. While much of the world is talking about the smartphone’s fingerprint sensor and other obvious features, Apple quietly (very quietly, in fact) introduced much faster, separate processors that make their […]

Customer engagement involves having access to the information that allows right-time marketing to happen, based on interaction channel, context, and customer’s preferences. For some, this is the definition of Big Data’s role in creating brand loyalty, but what if the Big Data conversation wasn’t enough? Going Beyond the Data Set In a recent Venture Beat […]