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Testing Your Customer Commitment, With 12 Questions
We all have a lot of casual relationships in our lives, but the one we should never be carefree about is the relationship we have with our customers. It’s a pretty straightforward concept. If we are...
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Many Pixels of Observation from Mitch Joel
One of the most valuable benefits of working in the loyalty space is I get to share my time with people who I consider geniuses of consumer behavior. On the short list of those intellects is my friend...
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Our five basic fears and how marketers capitalize on them
Fear can be a powerful motivator. For instance, did you know there exists a multi-million market for doomsday real estate? People are willing to shell out lots of cash for swanky underground bunkers to...
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The blueprints to a successful loyalty program
I often get asked, “What’s the secret to a successful customer loyalty program?” Though there is no simple answer, I’ve learned that all decent rewards programs have a few things in common. For...
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Winning New Movers: A Door to Temporal Opportunities
I remember the day I found out we were having our first child. Within minutes, every single item we aspired to own or acquire shifted in value. Golf clubs were replaced by baby buggies; vacations by...
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Dog-Eared and Engaging: What’s on My Bookshelf
Reading without reflecting is like eating without digesting – Edmund Burke, Irish statesman It’s funny, but becoming an author for some reason helps establish you as a critic. After my book The...
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Secreting Loyalty Out of Customer Satisfaction
Customer satisfaction is the Trojan horse of loyalty. Companies must not mistake one for the other. If customer satisfaction is viewed as true loyalty, then the company tricks itself into believing all...
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One Year Later, The Loyalty Leap to Welcome B2B Sibling
Every morning, billions of people awake from their sleep, put their feet on the floor and ponder a similar thought: What can I do to make today different? This simple question may have motivated the...
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Hot Off the “Press”: The Loyalty Leap for B2B
After half a year of planning and writing, countless rewrites and many executive interviews, my second book, The Loyalty Leap for B2B: Turning Customer Information into Customer Intimacy, has hit the...
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Should Your Brand Take A Stand? 3 Ways Advocacy Can Boost Sales
When Starbucks recently announced it would hire 10,000 refugees worldwide, it did more than protest a presidential decision; it raised the stakes for all retailers. Not for them to hire people fleeing...
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