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Loyalty360 reports on news and trends related to loyalty marketing, customer loyalty, customer engagement, customer experience, CRM, voice of the customer and more. Our ongoing coverage is of interest to marketers and operations professionals in any industry.

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  • CX, Contact Centers and Mind-Reading Chameleons
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    What’s the toughest job in the world? There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate...Read More

  • 5 ways to apply design thinking to UX research
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     When I was just starting out as an industrial designer, I can remember rolling my eyes when I heard some prominent designer or design agency talking about how designers were going...Read More

  • Proactive Personalization

    This is part of a series of posts on modern approaches to customer loyalty aimed at improving it through customer engagement. A fuller discussion is available in my new book, You Can’t Buy Customer...Read More

  • What Broadway’s Hamilton Can Teach Brands about Converting Casual Fans into Loyal Customers

    One of the most compelling examples today of a brand knowing what its customers want and how to give it to them is the mega Broadway hit Hamilton.The Tony-award winning musical that...Read More

  • Video Game Orchestra, Kickstarter and the Phantasmagoric Disruption of the Music Industry
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    It was impossible not be thrilled by the sights and sounds of the Video Game Orchestra’s (VGO) recent performance at the Berklee College of Music.  Picture, no feel, 30...Read More

  • Are You Getting the Most Out of Your App’s Data?
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    Every minute, every second, your app is tracking valuable data about your customers.  This data tells you a valuable story about each individual customer, and what they are most...Read More

  • Tech Companies Advocate Inclusion with Autism Programs
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     It’s said that, “If you judge a fish on its ability to climb a tree, it will live its whole life believing that it is stupid.”This quote complements John...Read More

  • The Future Looks Bright For STEM Education
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    By Kate Morgan, Head of Corporate Social Responsibility, SAPThe last science fair I went to was at least 10 years ago—maybe even 15. I remember the baking soda volcanos and learning...Read More

  • [Infographic] The Value of Customer Data
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    Now, more than ever, data enables marketers to connect with and gain a complete picture of their Omnichannel consumers. In fact, 87% of marketers today, versus 46% two year ago, consider data to...Read More

  • Seize the Moments in your Customers’ Journey

    The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature...Read More

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