Stop thinking about loyalty as a marketing objective
If we understood our customers, and what drives them, we would have to work less hard at fostering loyalty, argues Tim Williams, planning director at digital and eCRM agency Underwired Amaze. Read more ...

Data is the new oil
As data protection rules are being tightened in many jurisdictions, how should companies ‘join the dots’ of the actions of the datarati?
Having just returned from the four day Loyalty World conference in London, it is not surprising that my head is buzzing with dozens of buzz phrases and important insights, writes Annich McIntosh Read more ...

That thorny old question: Is there such a thing as loyalty at all?
The question is often raised, mostly by people who don’t work in the loyalty business, whether there is really such a thing as loyalty at all. Annich McIntosh, editor of Loyalty Magazine believes that with an economic recession and changing perceptions, it is more important than ever.
Read more ...

The role of trust in customer relationships
ECSP and Pitney Bowes conduct new study
Trust is seen as a core requirement in business, but very few consumers actually admit to trusting a provider.
Read more ...

Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?
How marketers should use customer advocacy research to drive the desired business outcomes from their loyalty programs. Article by Dr. Michael Lowenstein, executive VP of market research and consulting company Market Probe Read more ...

Bring Social Media into a holistic customer approach
Advice on how to communicate effectively using third party websites
It is not a wise idea to ignore social media. Whatever your views on the usefulness of Twitter, Facebook, Foursquare et al, they are a powerful and effective method of communicating with customers.
Read more ...

The Walkie-Talkie Model of Customer Experience
The raison d’être for customer experience is to deliver an experience that motivates customers to act in a way that is valuable to business. Article by Qaalfa Dibeehi, chief operating and consulting officer and Zhecho Dobrev, consultant, at Beyond Philosophy.
Read more ...

Measuring customer experience to boost the bottom line
Greater measurement can help deliver a focused customer strategy that will increase profits, says Mark Gentry, Research Manager at McCallum Layto. He examines the need for customer experience programmes to start delivering real value for clients. Read more ...

Conflicting data as consumers try to change their mind set
Mintel consumer trends suggest thrift, but Americans keep spending
Mintel is predicting a new attitute of thrift and austerity in both the US and UK, while actual data from the US is showing that people are using Read more ...

Customer loyalty key in our multichannel world
No-one should be terribly surprised by the main trends coming out of this year’s World Retail Congress currently running in Berlin.

While discussion of how retailers are going to cope with a multi-channel world and the change being caused by mobile and social networking was widespread, there was also acceptance of the need for customer loyalty and data analytics. Read more ...

Stop thinking about loyalty as a marketing objective
If we understood our customers, and what drives them, we would have to work less hard at fostering loyalty, argues Tim Williams, planning director at digital and eCRM agency Underwired Amaze. Read more ...

Data is the new oil
As data protection rules are being tightened in many jurisdictions, how should companies ‘join the dots’ of the actions of the datarati?
Having just returned from the four day Loyalty World conference in London, it is not surprising that my head is buzzing with dozens of buzz phrases and important insights, writes Annich McIntosh Read more ...

That thorny old question: Is there such a thing as loyalty at all?
The question is often raised, mostly by people who don’t work in the loyalty business, whether there is really such a thing as loyalty at all. Annich McIntosh, editor of Loyalty Magazine believes that with an economic recession and changing perceptions, it is more important than ever.
Read more ...

The role of trust in customer relationships
ECSP and Pitney Bowes conduct new study
Trust is seen as a core requirement in business, but very few consumers actually admit to trusting a provider.
Read more ...

Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?
How marketers should use customer advocacy research to drive the desired business outcomes from their loyalty programs. Article by Dr. Michael Lowenstein, executive VP of market research and consulting company Market Probe Read more ...

Bring Social Media into a holistic customer approach
Advice on how to communicate effectively using third party websites
It is not a wise idea to ignore social media. Whatever your views on the usefulness of Twitter, Facebook, Foursquare et al, they are a powerful and effective method of communicating with customers.
Read more ...

The Walkie-Talkie Model of Customer Experience
The raison d’être for customer experience is to deliver an experience that motivates customers to act in a way that is valuable to business. Article by Qaalfa Dibeehi, chief operating and consulting officer and Zhecho Dobrev, consultant, at Beyond Philosophy.
Read more ...

Measuring customer experience to boost the bottom line
Greater measurement can help deliver a focused customer strategy that will increase profits, says Mark Gentry, Research Manager at McCallum Layto. He examines the need for customer experience programmes to start delivering real value for clients. Read more ...

Conflicting data as consumers try to change their mind set
Mintel consumer trends suggest thrift, but Americans keep spending
Mintel is predicting a new attitute of thrift and austerity in both the US and UK, while actual data from the US is showing that people are using Read more ...

Customer loyalty key in our multichannel world
No-one should be terribly surprised by the main trends coming out of this year’s World Retail Congress currently running in Berlin.

While discussion of how retailers are going to cope with a multi-channel world and the change being caused by mobile and social networking was widespread, there was also acceptance of the need for customer loyalty and data analytics. Read more ...

Customer intimacy: who is achieving it and who needs work?
‘Know your customers’ is a mantra virtually every company understands – or at least pays lip service to. The question is: how well are firms actually putting the processes in place to really get to know their customers, and then using that information to drive their marketing comms? Article by Andy Wood, MD of GI Insight. Read more ...

Customers 2015: Will YOU be Ready?
Organizations are losing control over their customer experiences, altering the landscape of customer experience forever - yet those that understand and embrace this today will be closer to their customers than any competitor will in the years to come. Article by Michael Hinshaw, MD of MCorp Consulting. Read more ...

Getting real with your customers
In troubled economic times, the need for management to receive accurate customer information more rapidly is increasingly critical to the success of companies' marketing campaigns. Marketers have a multitude of media options available for switching on consumer emotions and engaging with their audience and selecting the correct channel to execute this is crucial, says Alan Walker, MD of Teletrack Read more ...

Collecting that right kind of data is vital for true customer insight
When it comes to customer insight, it’s not just how many customers you have on your database, but the depth of the data and what you do with it. Article by Richard Higginbotham, head of marketing for Transactis. Read more ...

Unlocking the Value of Human Behaviour Requires a Key

To be truly effective in the deployment of customer insight, you must ensure that you do three specific things well.

Paul Alexander, CEO of Beyond Analysis, explains what they are.

Research provides insights into emotional factors
A new market research service has been launched to help manufacturers build emotional bridges to consumers when branding, formulating, packaging and marketing their products. Read more ...

Fear tightens purse strings
It is fear of the recession that is driving consumer behaviour more than an actual change in circumstances, according to new research. Read more ...

Tough times on the High Street mean retailers need harder working strategies

Recession-proof your business using Customer Loyalty Programs
Article by Esteban Kolsky, VP and practice leader eVergeance Read more ...