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Loyalty Today is your destination for daily insights from leading industry blogs -- Interact with the best minds in the business and find content focusing on customer loyalty, engagement, CEM, CRM and more all in one place!
  • The Future Looks Bright For STEM Education

    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 how to make an egg float. On April 13, I attended the White House Science Fair, an event that served as a huge inspiration and important reminder as to why we need to continue to invest in our youth...Read More
  • Tech Companies Advocate Inclusion with Autism Programs

     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 Elder Robison’s message at the SAP Autism at Work Summit.  Robison is the author of the 2007 memoir, Look Me in the Eye, and is a speaker and strong advocate for people with autism.The...Read More
  • 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 list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London last week.In fact...Read More
  • 5 ways to apply design thinking to UX research

     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 to save the world. I thought they were a bit full of themselves (and I still do), but that doesn’t mean there wasn’t some value in what they were saying.They didn’t have a name for...Read More
  • Proactive Personalization

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    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 Loyalty, But You Can Earn It.Lots of CRM vendors talk about personalization but their idea of how to do it leaves a lot to be desired. They do personalization very late using a just in time approach to...Read More
  • What Broadway’s Hamilton Can Teach Brands about Converting Casual Fans into Loyal Customers

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    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 sets the story of Alexander Hamilton to rap and hip-hop has the problem every brand would love to have: demand for the show is far outpacing the number of tickets it can supply. Performances are sold...Read More
  • Video Game Orchestra, Kickstarter and the Phantasmagoric Disruption of the Music Industry

    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+ musicians on stage rocking out against a backdrop of pulse-pounding, phantasmagoric video imagery that ranged from epic good vs. evil battles to preciously animated cats and dogs frolicking in idyllic...Read More
  • Are You Getting the Most Out of Your App’s Data?

    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 likely to buy.  The question is:  Are you listening to the story your data is telling you?The challenge is that most companies don’t even bother to look at the data coming in from their...Read More
  • Elevating Customer Engagement Optimization

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    Are you helping your organization drive toward the Next Big Thing?In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues to emerge from the convergence of workforce optimization (WFO) and engagement management (EM).He highlights several underlying...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 be the most underutilized asset in their marketing organization.A loyalty program can help you collect, connect and take action on many forms of data, such as:Customer preferencesTransaction...Read More
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