Marketers are always looking for the next breakthrough to cut through the media clutter and capture the attention of the consumer.  Agencies, software providers and consultancies are more than happy to provide a continuous flow of shiny objects or new tactics.  Today’s loyalty...Read More

There’s been no shortage of discussion about loyalty 2.0, loyalty 3.0 and the journey towards customer-centricity. But the truth is there is no silver bullet to solving customer’s loyalty requirements in today’s always-on, digital-centric environment. What succeeding at a...Read More

‘Loyalty’ is metamorphosing into the platform to drive customer engagement.  A well designed loyalty platform connects in real-time across all customer touchpoints and leverages rules-based decisions to target content in order to optimize the customer experience. These...Read More

In my previous post, Loyalty Levers and the Pattern Trifecta, I defined three elements that are critical to building loyalty between a consumer and a brand: Value, Brand and Dialogue.  For the majority of situations, the loyalty pursuit begins with Value ...Read More

For more than 25 years I’ve been seeking to understand why people are ‘loyal’ to a brand and what brands can do to increase the loyalty of consumers. I’ve read countless articles including academic papers, leading business publications, books and research studies on the...Read More

We recently partnered with Wylei Research to better understand the ways consumers feel about brand loyalty and the drivers behind those feelings. While the study revealed some interesting findings (stay tuned for the full report), one in particular caught me off guard.  The research revealed...Read More

As an industry, it’s time we move beyond the notion that a loyalty “program” can convert loyal customers into brand advocates. We tend to be more focused on making another sale rather than building another relationship. At the end of the day we all have to meet our revenue goals...Read More

Epsilon client Walgreens has made marketing headlines recently for their innovative Balance Rewards® loyalty platform. Just eight months after launch, the program boasts more than 100 million members. As a consumer, chances are you’re a member of the program which...Read More

They say the devil is in the details, and that’s especially true when it comes to loyalty programs. Loyalty programs often rely heavily on capturing transactional data that they miss vital insight that can only come from personal interactions with their customers. Those little snippets...Read More

With the month of January almost over, I hope you’ve all had a chance to analyze and evaluate your holiday campaigns. By this I mean diving deeper than just clicks, open and leads. While these are important metrics, the holidays are a great time to see the total impact your marketing has...Read More

In my previous post, Loyalty Levers and the Pattern Trifecta, I defined three elements that are critical to building loyalty between a consumer and a brand: Value, Brand and Dialogue.  For the majority of situations, the loyalty pursuit begins with Value ...Read More

For more than 25 years I’ve been seeking to understand why people are ‘loyal’ to a brand and what brands can do to increase the loyalty of consumers. I’ve read countless articles including academic papers, leading business publications, books and research studies on the...Read More

We recently partnered with Wylei Research to better understand the ways consumers feel about brand loyalty and the drivers behind those feelings. While the study revealed some interesting findings (stay tuned for the full report), one in particular caught me off guard.  The research revealed...Read More

As an industry, it’s time we move beyond the notion that a loyalty “program” can convert loyal customers into brand advocates. We tend to be more focused on making another sale rather than building another relationship. At the end of the day we all have to meet our revenue goals...Read More

Epsilon client Walgreens has made marketing headlines recently for their innovative Balance Rewards® loyalty platform. Just eight months after launch, the program boasts more than 100 million members. As a consumer, chances are you’re a member of the program which...Read More

They say the devil is in the details, and that’s especially true when it comes to loyalty programs. Loyalty programs often rely heavily on capturing transactional data that they miss vital insight that can only come from personal interactions with their customers. Those little snippets...Read More

With the month of January almost over, I hope you’ve all had a chance to analyze and evaluate your holiday campaigns. By this I mean diving deeper than just clicks, open and leads. While these are important metrics, the holidays are a great time to see the total impact your marketing has...Read More

Marketers are always looking for the next breakthrough to cut through the media clutter and capture the attention of the consumer.  Agencies, software providers and consultancies are more than happy to provide a continuous flow of shiny objects or new tactics.  Today’s loyalty...Read More

There’s been no shortage of discussion about loyalty 2.0, loyalty 3.0 and the journey towards customer-centricity. But the truth is there is no silver bullet to solving customer’s loyalty requirements in today’s always-on, digital-centric environment. What succeeding at a...Read More

‘Loyalty’ is metamorphosing into the platform to drive customer engagement.  A well designed loyalty platform connects in real-time across all customer touchpoints and leverages rules-based decisions to target content in order to optimize the customer experience. These...Read More