2017

Customer Engagement Gone Wrong: When Bad Things Happen to Good Brands--Neiman Marcus

A couple weeks ago we discussed the pitfalls of West Elm’s customer engagement strategy. This week we’ll visit the scene of the customer engagement crime of another otherwise wonderful brand--Neiman Marcus--and try to provide some guidance using our experience helping hundreds of other brands correct similar infractions.

2017

The Changing Loyalty Landscape: What Can Be Done? 

In today’s ever-changing world, technology is rapidly progressing. Mobile has taken strides from strictly functioning as a means to call or send a text, towards being a bridge to connect customers to brands at all times, across any channel. Customers are getting savvier - they know what they want - and traditional loyalty strategies simply won’t cut it anymore.

2017

2016

3 Things Your Hotel's Rewards Program Isn't Doing (But Should Be)

  WalletHub recently published a comparison of the 12 largest U.S. hotel chains’ rewards programs to help consumers navigate the confusing realm of points and status tiers. The results of the comparison, which looks at 21 metrics, including point values, expiration policies, booking blackout dates and brand exclusions, reveal which hotel loyalty programs are the most beneficial for consumers in particular areas and overall.

2016

How to Leverage Different Types of Data to Personalize Your Customer Experience

As a modern marketer, you probably have a ton of customer data at your disposal. And much of that data likely comes from the mobile channel thanks to the power of apps to collect first-party insights on users. But if you’re like many of the marketers that work with us, a lot of that data might as well be in your disposal. Don’t let your mobile efforts go to waste. Leverage your data to create a favorable impression of your brand, and foster good-will and long lasting loyalty. Need some ideas about how to do it? Check out our tips for how to leverage different types of data to personalize your in-app experience!